British Airways misses big time
May 26, 2015, 5:31 am
#61
FlyerTalk Evangelist, Ambassador, British Airways Executive Club
Join Date: Jun 2008
Location: Somewhere between 0 and 13,000 metres high
Programs: AF/KL Life Plat, BA GGL+GfL, ALL Plat, Hilton Diam, Marriott Gold, blablablah, etc
Posts: 30,546
Small tip on complaining. Don't threaten legal action unless you really mean it, and only after taking independent legal advice. I run part of a business (a well known online retailer) with hundreds of millions of customers worldwide. If an unhappy customer mentions legal action the complaint will be immediately routed to an in-house lawyer who will be far more likely to follow strictly internal policies and will know the case law backwards. In general being reasonable, polite, concise and being clear about what you actually want as redress will get you a better outcome. Supervisors in customer services will likely have some discretion and flexibility. Lawyers aren't really known for this.
Incidentally, since none of us has mentioned it before, this extra detour to the in house lawyer may also well have contributed to the slower answer to the OP.
May 26, 2015, 5:52 am
#62
Join Date: Jul 2013
Location: West Sussex
Programs: BA Gold
Posts: 897
Remember PE is essentially an Economy Class product. Where do they advertise you get better blankets and pillows/Baileys. I assume you got the enhanced legroom? From what you write, apart from the tablewear, they provided what was advertised. However, I sympathize with you - that fare difference is huge. Vote with you feet next time. There's no way I'd pay 3,700 for BA to take me to Australia and back.
May 27, 2015, 1:43 am
#63
FlyerTalk Evangelist
Join Date: Jan 2008
Location: HEL
Programs: lots of shiny metal cards
Posts: 14,107
May 27, 2015, 4:30 am
#65
Join Date: Feb 2015
Location: London
Programs: BAEC Silver, SPG Gold, Hilton Gold, Melia Gold, Shangri-La Jade, BA Amex PP, Iberia+, Nandos Card
Posts: 1,523
May 27, 2015, 5:42 am
#66
Join Date: Oct 2014
Location: Malta
Programs: BAEC Bronze
Posts: 671
Not surprised we have not heard back from the OP following this storm of vituperation. We all make mistakes and the time is approaching (certainly for this Ft'er anyway) when BA's repeated failure to deliver what they advertise will mean that other airlines get the business. Like most of us I can't be bothered to complain when - time and again - the IFE doesn't work/charging point in the seat doesn't work, etc, etc - but all these things are promised, so should be delivered and I don't see why someone shouldn't complain about it when the product is not as advertised - even if I can't be bothered to do it myself.
May 27, 2015, 6:02 am
#68
Join Date: Oct 2014
Location: Malta
Programs: BAEC Bronze
Posts: 671
Well, anyone who not only thinks that but is prepared to say it clearly doesn't get out much, so I'm guessing its more likely to be down to inexperience rather than trolling.... and its those of us who don't happen to share that view who are going to be the ones having the last laugh.
May 27, 2015, 6:58 am
#69
Join Date: Oct 2011
Location: City of Kingston Upon Hull
Programs: BAEC Gold
Posts: 4,940
Not surprised we have not heard back from the OP following this storm of vituperation. We all make mistakes and the time is approaching (certainly for this Ft'er anyway) when BA's repeated failure to deliver what they advertise will mean that other airlines get the business. Like most of us I can't be bothered to complain when - time and again - the IFE doesn't work/charging point in the seat doesn't work, etc, etc - but all these things are promised, so should be delivered and I don't see why someone shouldn't complain about it when the product is not as advertised - even if I can't be bothered to do it myself.
May 27, 2015, 7:07 am
#70
Join Date: Jan 2009
Location: Near Edinburgh
Programs: BA Silver
Posts: 9,034
BA turned down my EU261 compensation request last year. After 3 cycles of back and forth i threatened small claims. They said go ahead. I went ahead. I was paid a week later.
Its a valuable tool, if used at the right time. First correspondence is not the right time.
Its a valuable tool, if used at the right time. First correspondence is not the right time.
May 27, 2015, 12:16 pm
#71
FlyerTalk Evangelist
Join Date: Jan 2008
Location: HEL
Programs: lots of shiny metal cards
Posts: 14,107
(just to make things clear, I do not work in the aviation industry, so my remark was of a more general nature and referred to my non-aviation experience)