Surprisingly impressed with BA's speedy response to a complaint.
Oct 1, 2014, 7:32 am
#1
Original Poster
Join Date: Jan 2012
Location: Bangkok
Programs: BAEC Silver, Marriott Silver Elite
Posts: 128
Surprisingly impressed with BA's speedy response to a complaint.
Flew LHR-BKK on 27/9/14. No IFE , screen stuck on loop even after two resets. Was told it would be logged in tech log but thst was it.
Emailed complaint on 29/9/14 and received email back today with AVIOS compensation. Based on the fact that my last complaint about poor service in 1st took 6 weeks to get a reply I was wondering whether they sift through the complicated ones looking for the easy obvious ones to reply to and whether one person has the job of just doing those while the others actually investigate the more complicated complaints.
I always presumed that they just had so many complaints and not enough staff to deal with them. Now I'm actually thinking that my 6 week late reply was actually investigated properly and reports actually sent to line managers etc rather than just waiting six weeks for a copy and paste letter.
Emailed complaint on 29/9/14 and received email back today with AVIOS compensation. Based on the fact that my last complaint about poor service in 1st took 6 weeks to get a reply I was wondering whether they sift through the complicated ones looking for the easy obvious ones to reply to and whether one person has the job of just doing those while the others actually investigate the more complicated complaints.
I always presumed that they just had so many complaints and not enough staff to deal with them. Now I'm actually thinking that my 6 week late reply was actually investigated properly and reports actually sent to line managers etc rather than just waiting six weeks for a copy and paste letter.
Last edited by kirbster73; Oct 1, 2014 at 7:33 am Reason: Corrected typo
Oct 1, 2014, 7:43 am
#2
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,146
^ A very fair comment
The expectation that complex complaints will be dealt with at light-speed is unrealistic, when inter-departmental and, indeed, international investigations may be needed.
The quick-filter and quick-fix for complaints such as yours makes sense to me, but then I am a simple person.
The expectation that complex complaints will be dealt with at light-speed is unrealistic, when inter-departmental and, indeed, international investigations may be needed.
The quick-filter and quick-fix for complaints such as yours makes sense to me, but then I am a simple person.
Oct 1, 2014, 7:59 am
#3
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,034
How many Avios did you receive ? You may wish to check the benchmark amount that's been discussed in other threads on this forum, just to assure yourself they haven't traded some of the compensation for an impressively speedy reply.
Oct 1, 2014, 9:56 am
#4
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,146
Do you really think BA is that clever?