Originally Posted by
jwhite9185
In the company I work for at least, part of the auditing process is that any issues have to be resolved within a certain amount of days depending on severity. This goes for both internal and external issues/complaints.
I'd imagine it would be the same for BA, as it's an external thing for us.
Oh, and still no response by the way...
You’d like to think that this is indeed the case.
However …… setting standards & timespans is one thing ; monitoring them and taking meaningful action when they are not met is quite another.
There are, it would seem (based on a wide variety of negative experiences as related by FT-ers) two possible scenarios :
1, BA staffers working in Customer Relations are regularly being reprimanded, or even disciplined
2. The above does
not happen, simply because management do not attach the necessary importance to such failings, and / or are not granted sufficient resource & headcount to provide a consistent, professional, service to customers
My own money would be on scenario 2.
There is no shortage of evidence that many other carriers also perform poorly in this area, although that hardly makes BA’s record any more acceptable. I myself gave up writing to BA when my last email was totally ignored (and which hastened the end of my (longhaul) travel with them)