BA Grad Scheme
Oct 27, 2014, 1:12 pm
#33
Join Date: Nov 2005
Programs: BA, AA, FB
Posts: 556
I read about that but I'm undecided on what the outcome should have been. I have sympathy for the family but depending on how the passports were lost, offering tickets for a year later seems reasonable especially if there was no availability on flights close to the original date.
Oct 27, 2014, 1:22 pm
#34
FlyerTalk Evangelist
Join Date: May 2007
Programs: BA Gold
Posts: 12,046
"What if a passenger was a group of friends were checking in for a flight to go on holiday. One of the group had forgot her passport. She could drive home to collect her passport but would arrive back at the airport after check in has closed. What approach would you take?"
1. Allow her to travel without her passport.
2. Be flexible with the time check in closes, possible delaying the flight for her.
3. Ask if she would like to transfer on to the next available flight which, due to the later flight being fully booked, is tomorrow.
4. Transfer her to the later flight if a seat becomes available.
There's only two reasonable answers that could be correct, 3 or 4
1. Allow her to travel without her passport.
2. Be flexible with the time check in closes, possible delaying the flight for her.
3. Ask if she would like to transfer on to the next available flight which, due to the later flight being fully booked, is tomorrow.
4. Transfer her to the later flight if a seat becomes available.
There's only two reasonable answers that could be correct, 3 or 4
Oct 27, 2014, 1:27 pm
#35
FlyerTalk Evangelist
Join Date: Mar 2013
Location: London
Posts: 17,007
Oct 27, 2014, 1:49 pm
#36
FlyerTalk Evangelist
Join Date: May 2007
Programs: BA Gold
Posts: 12,046
Obviously the best answer would be to engage said consultant to conduct an extensive study...
But more seriously, I shall report my thoughts in due course. In the mean time I reckon it would be interesting to hear the thoughts of FTers!
But more seriously, I shall report my thoughts in due course. In the mean time I reckon it would be interesting to hear the thoughts of FTers!
Oct 27, 2014, 4:14 pm
#37
Suspended
Join Date: Sep 2014
Location: UK
Programs: Marriott Platinum and BAEC blue again :'(
Posts: 376
It depends on the circumstances. As we saw with easyJet on Airline some passengers are so outraged by this nominal fee they do take their business to another airline costing the airline more in the long term. If it was around Christmas time the free transfer could be a Christmas present.
Oct 28, 2014, 12:42 pm
#38
FlyerTalk Evangelist
Join Date: May 2007
Programs: BA Gold
Posts: 12,046
But with my bigger picture hat on I recognise that word of mouth effects have a significant impact on the customer experience and the business in general. So in practice if I were a check in agent and/or ticketing agent I would probably transfer the passenger for free and hand them a survey form, unless they did a DYKWIA in which case I would charge them the change fee and not the fare difference.
For the candidate, I would be impressed as an interviewer if this scenario caused a discussion of revenue integrity efficacy.
Oct 28, 2014, 1:14 pm
#39
FlyerTalk Evangelist
Join Date: Mar 2013
Location: London
Posts: 17,007
So with my nasty, mean revenue management guy hat on I would of course say that the passenger should pay the change fee plus the fare difference and go mwahahahaha.
But with my bigger picture hat on I recognise that word of mouth effects have a significant impact on the customer experience and the business in general. So in practice if I were a check in agent and/or ticketing agent I would probably transfer the passenger for free and hand them a survey form, unless they did a DYKWIA in which case I would charge them the change fee and not the fare difference.
But with my bigger picture hat on I recognise that word of mouth effects have a significant impact on the customer experience and the business in general. So in practice if I were a check in agent and/or ticketing agent I would probably transfer the passenger for free and hand them a survey form, unless they did a DYKWIA in which case I would charge them the change fee and not the fare difference.
, and therefore I propose nothing is gained in that respect by applying the change fee.The only reason to apply the change fee and the fare difference would be opportunistic money making at the expense of reputation and customer loyalty. Which, admittedly, works very well for FR.
Nov 26, 2014, 3:32 am
#40
Join Date: Dec 2011
Location: EXT
Posts: 477
Equally interesting was this link: http://www.thinkyouknowus.co.uk/comp.html
Any undergraduate or postgraduate UK resident student studying at a UK university can enter to win 100,000 avios. At the very least you are guaranteed to receive a few emails from BA! The odds at winning are probably tiny, but you never know...
Any undergraduate or postgraduate UK resident student studying at a UK university can enter to win 100,000 avios. At the very least you are guaranteed to receive a few emails from BA! The odds at winning are probably tiny, but you never know...