You should get an email copy of the submission.

It is a mistake though to send queries complaints re:F via the webform? You are better off relaying via the You First email address. This gets you priority response and generally a better standard of response.

None of this changes the fact that fundamentally BA disregards customer feedback instead choosing to log it in a way that can be used to someone's advantage later e.g. complaints about catering will ultimately become "customers tell us that they don't like food on our flights so in respnse to customer demand we are removing it" ;)

There is little point in reporting issues to BA customer relations unless you are looking for some avios.

Thank you - within 26 minutes of an email from You First telling me they'd asked Customer Relations to review my issues I received another, more detailed response. Most of it being condescending. If it wasn't as a result of my feedback but someone else's I'm sure I would have found it quite funny:confused:

I'll give you a quick snippet here:

I recall I wrote about my wife having a piece of plastic in her desert, and also when my wife asked 'What the wines were on board?' the reply was 'I don't know'. There then was an awkward silence and the the attendant walked off never to return. At the time we both thought that this was rather rude and unhelpful :(

the response I got in relation to this was:

I am also sorry to hear about the issues you had with the catering provision. It is unfortunate that our cabin crew are not trained sommeliers, however, I am sure you can appreciate while we try and advise of the products available their main role is associated with the safety and operation of the flight rather than to have substantial conversations about the catering or wine on offer'.

:confused::confused:

That's a really patronising response. What would marketing think to see that CC are there just for safety and doling out food? The Unions would be happy.

That's an unacceptable response in my opinion. Personally, I'd have read the wine list rather than ask the cabin crew but even so that's a terrible response.

And what about the piece of plastic in the dessert? What did they say about that?

A very disagreeable response, although I'm surprised the OP's wife didn't get a wine list inn First. We do in Club World, even though some CC can barely tell one from another. I find speaking slowly and clearly, saying helpful things like "that red one, please" is usually sufficient. ;)

We weren't given any menus to read at this point :td:

Nothing re: plastic - this was the only referral they made in their response about the catering

I think the danger for anyone writing a complaint is to make it too broad. if I were minded to there are things I could complain about on each and every BA flight I take (and I take a lot). I now just tune out of all but the most serious issues because BA don't really care about pushing improvements so it is just a waste of time and effort bringing all but the most serious issues to attention.

So the piece of plastic in a pudding is serious, the cabin crew not knowing the wine list (which to be fair is mainly printed in the menu) is not. I wouldn't say the crew lack of knowledge is unimportant as really they should know their product but it is of a different magnitude to swallowing a sharp piece of plastic mid air.

I don't want to come across as a BA apologist because I am really not but if you take a relatively scattergun approach to to your complaint you just allow BA off the hook for the important issues.

Keeping your list of issues short (no matter what the temptation), focussed and concise is really the key here.

None of this will make BA care much more about your complaint. It is likely to be answered by someone relatively young who in all probability may never have experienced flying in F let alone paying for it.

Its like a response from Basil Fawlty its missing 'well la de da, you want a winelist do you...'.

[QUOTE=Land-of-Miles;21909624]

So the piece of plastic in a pudding is serious, the cabin crew not knowing the wine list (which to be fair is mainly printed in the menu) is not. I wouldn't say the crew lack of knowledge is unimportant as really they should know their product but it is of a different magnitude to swallowing a sharp piece of plastic mid air.

My comment to BA was not around the lack of knowledge re: the wine list, but the fact that the flight attendant thought it acceptable to respond in the way she did. She could have said 'I don''t know but I'll find out' and that would have been a more than adequate response.

I agree most of the issues raised, on their own, are small, but when you are in First and expect (I quote from You First) 'On board elegance', these things do mount up and totally spoil your experience.
Things like the lady in the T3 Spa tutting at me when I asked if my wife and I could swap massage times - it later transpired that in fact all she did was sit us in the massage chair as the pre-booked massages weren't available. Warm champagne, breakfast (a bacon sandwich made with one rasher of bacon and a bun you get in economy) being cold - I don't think the bacon had actually been in an oven. The majority of the T3 First lounge tables being full of empty glasses and the waiters being more concerned with the England football match on TV than clearing or serving. My wife's entertainment system having to be rebooted twice

- just little things that mount up and spoil your experience

Don't get me wrong I understand entirely what you are saying here (and sympathise having on previous occasions opened to floodgates to all BA's ills when they have pushed me over the edge).

If BA cared to take feedback onboard and used it to address issues then it would be a good thing to do unfortunately however BA doesn't do this, so no matter how valid the issues raised you will ultimately end up more wound up as a result of the complaints process than before it.

In that context I just think it is more pragmatic to flag up major issues and leave it there. Since all you can hope for is a half arsed response and a token amount of Avios.

Just because the wines are on the wine list doesn't mean that they are on the aircraft.

I always which wines are available.

AWESOME ! Now that is a First class response to a whinging First passenger. :D

(agree with the complaint about alleged plastic in desert, but don't see the point of making a fuss over the lack of sommelier.... they provide you with a list, do they not !)

Once upon a time didn't BA have dedicated, trained, crew for first class passengers?
What is so difficult about saying ' I wil just check that the wines have been loaded' or similar?

Because they don't want to do that for all 14 F seats ! Hence you are given a list on the menu !

Honestly, in F, that's a bit rubbish. In each of my last 4 flights, I have attempted to order a wine that was on the menu, only to be told they didn't have it. Well, ok, that happens, but when I asked "what white wine do you have," in 3 of 4 flights, I got a "hmm, I don't know" in response. Is it really that hard?