Do BA really care about their customers' feedback?

Old Dec 4, 13, 3:03 pm
  #1  
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Do BA really care about their customers' feedback?

I just feel I need to rant

Recently I wrote detailed feedback to BA regarding 2 long haul flights my wife and I took in F. From start to finish the service we both received was absolutely rubbish (although the full english breakfast was lovely - albeit in old F). My wife works in the travel industry and thus she is aware of how difficult it is to get things right all of the time - but from check-in to arrival this was just amateurish. It certainly wasn't worth 210,000 avios and over 1,000 in taxes etc. Even if we had travelled in economy I would have still written to BA

On arrival the flight attendant apologised at how bad everything had been (even though most had been due to her disinterest and rudeness). She even asked if we had been given a feedback form to complete. When I said 'we hadn't' she said 'ok' and that was that

After waiting 5 weeks for a reply I get an email today saying basically 'thank you for bringing this to our attention'. No mention of the fact we were incorrectly charged for a 2-4-1 Amex cancel and open-jaw rebooking. It did appear that my letter had been skim read and a standard response slightly amended.

Obviously I'll now vote with my wallet and take all my business to Virgin and *A out of LHR.

My advice to anyone of thinking of moving from BA to flying TG, SQ, VS etc in their premium cabins is don't!! - because when you do come back to
BA you will realise just how bad they really are
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Old Dec 4, 13, 3:20 pm
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Cheerio then.
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Old Dec 4, 13, 3:23 pm
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No BA don't care about your feedback but you normally tend to get a slightly better response if you are GGL and/or flying F.

If there outstanding issues of substance follow up on the reply given and it will probably be addressed. Always send via You First if you are not a Gold as you should get a better response.

However fundamentally it is true BA really don't want feedback and their aim is to close down issues ASAP rather than get to the root cause and resolve them. It is easier just throwing Avios at customers than solving real problems.
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Old Dec 4, 13, 3:25 pm
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Simple answer is no, evidenced by bland marketing responses to all complaints.
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Old Dec 4, 13, 3:28 pm
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Regarding the 241 cancellation and rebook, iirc you wanted to move from one redemption zone to another. A 241 redemption cannot be changed from one redemption zone to another (SIN=Zone 8, BKK=Zone 7)without a cancellation and rebooking.
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Old Dec 4, 13, 3:31 pm
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Write back.
Compensation is being offered for old first too, so ask for it.
Imagine if you had paid the full cash fare.
Remind BA that your wife works in the industry, and whilst understands that things can go wrong, it is how BA respond that is of greater significance... How could she possibly recommend the product?
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Old Dec 4, 13, 3:34 pm
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Do BA really care about their customers' feedback?

A bit more detail about what was rubbish would be good.
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Old Dec 4, 13, 4:05 pm
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Perhaps you can post a copy of what you sent to BA?
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Old Dec 4, 13, 4:40 pm
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Originally Posted by More Champagne Sir? View Post
Cheerio then.
That's basically it to be honest.....you either go or stay and give them another chance.

Unfortunate but these things can happen. We had a pretty under par F experience from SYD-SIN-LHR and I sent in my views on what had gone wrong. Got a reply saying they would pass my thoughts on to the relevant department and that was that....never heard anything more.
Our next F flight was a very good one as have all our flights with BA since.
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Old Dec 4, 13, 4:44 pm
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When a company is makig millions in profits why should they care?? Whilst I am with the Op on this one, the fact of the matter is BA just dont care...and they wont care if you dont ever book with them again...
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Old Dec 4, 13, 4:52 pm
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Originally Posted by SgtRyan View Post
When a company is makig millions in profits why should they care?? Whilst I am with the Op on this one, the fact of the matter is BA just dont care...and they wont care if you dont ever book with them again...

Well, I'm a leisure traveller. I must be one of the lowest golds they have barely reaching 800 TP (last year as a gold )

I don't often e-mail customer service but when I have, I have always had a good response. Maybe I have been lucky when you think of how many e-mails that must reach BA every day.
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Old Dec 4, 13, 5:13 pm
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Originally Posted by SgtRyan View Post
When a company is makig millions in profits why should they care?? Whilst I am with the Op on this one, the fact of the matter is BA just dont care...and they wont care if you dont ever book with them again...
How can you be "with" the op, all s/he has said is that it was rubbish.... apart from breakfast (which usually is rubbish).
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Old Dec 4, 13, 5:38 pm
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Originally Posted by jerry a. laska View Post
Regarding the 241 cancellation and rebook, iirc you wanted to move from one redemption zone to another. A 241 redemption cannot be changed from one redemption zone to another (SIN=Zone 8, BKK=Zone 7)without a cancellation and rebooking.
agree - but the issue was I couldn't cancel on-line as the website wouldn't accept the original CC number (even though i confirmed the last 4 digits were correct). IIRC you can't book open-jaws on-line either. So I was charged full cancellation and re-booking fee
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Old Dec 4, 13, 6:36 pm
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Originally Posted by gallagher View Post
agree - but the issue was I couldn't cancel on-line as the website wouldn't accept the original CC number (even though i confirmed the last 4 digits were correct). IIRC you can't book open-jaws on-line either. So I was charged full cancellation and re-booking fee
Yeah, the trouble is that is the policy. If the thing you want to do can normally be done online but for some reason online isn't working then the telephone fee isn't charged. If the thing you want to do isn't something that can be normally done online (as ba.com doesn't have that functionality)then the telephone fee is charged. But in your case even if you could have canceled online then the cancellation fee would have been charged you just would have saved the telephone fee. Or are you saying that you were told that you could have canceled online without a cancellation fee?
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Old Dec 5, 13, 1:25 pm
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Originally Posted by andset1191 View Post
Perhaps you can post a copy of what you sent to BA?
Gladly - if only I could find a copy

Is there anyway of getting the original letter I sent via BA's Customer Feedback on-line form?
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