Originally Posted by
oceanscape
I received a patronising response saying WiFi is never guaranteed and "does not form part of the service offering".
Hmm, I must be hallucinating the fact that they advertise free WiFi as part of the first class offering...
https://www.britishairways.com/conte...-classes/first
As a First customer, you can stream music, films and box sets, browse the internet, email and message from the comfort of your seat, and it's free for the entire flight*.
It couldn’t be easier to take advantage of your reward. Connect to the on-board 'BAWi-Fi' network and click the 'Free Wi-Fi' banner. Then, simply verify you're a First customer with your name and seat number or booking reference.
Any statement that influences a consumer's purchasing decision becomes a term of the contract under section 50 of the Consumer Rights Act 2015.
BA's arrogance in believing that they can pick and choose which advertised benefits are 'part of the service offering' is pathetic. Of course it's part of the offering; it is literally a term of the contract that you will receive free WiFi. If they don't want it to be part of the offering they shouldn't advertise it.
Voting with your wallet is the best option going forwards, but I would not accept BA palming me off with a response like that. I would take it to CEDR if need be.