710 77345

Very true, but they seem to be getting much better at it & the LHR police seem to have a good standard of knowledge.

TravellingSalesman

I have to say I'm a bit shocked to see what I understand to be BA staff posting here, defending the agents' behaviour and blaming OP for having been given this letter.

Taking OP's story at face value this would be a huge over-reach of authority, even though it's pretend. If BA staff are willing to publicly condone handing out these ridiculous notices in response to a customer questioning their competence then I wonder what else is OK.

Yes, OP implied that they wanted to complain about agent and supervisor by asking for names, but so what?

Answering OP's question I'm in agreement with those suggesting to let it slide. If they did behave in a threatening manner, certainly. If not, then it's clear that the agents in question are willing to resort to underhand measures to deal with a simple customer request, so no doubt they would lie about what actually transpired.

Calchas

In this particular situation yes, but sometimes, if you have a delay, for example, having an onward boarding pass in your hand can be the difference between making the flight or not.

Normally therefore I will ask the lounge person to do the remote check in and boarding pass print if the check in agent fails to do it. At a rough guess 60% of the time, the second person I ask can do it.

Not at LHR—they want to talk to you first to make sure you aren't bringing explosives in your hand luggage. Or something.

Absolutely probably was a systems problem. Maybe it could have been fixed by an experienced agent, or maybe not (often the second or third you ask can solve these kind of problems, maybe they all just try different things until one works).

But I think having a chat about it does not justify a "letter" telling you this is a final warning!

Maybe it looked more aggressive from the other side of the counter, I don't know.

Personally I would make a complaint. I am a paying customer who expects to be treated with respect. I don't need (or want) to be escorted around the airport as some do but I would expect to be treated with professional courtesy. This would annoy me more than even a broken J seat on an overnight.

Why, is it a secret what happens in there?
I do sometimes take pictures of the immigration queue if it's a long one so I can pass it onto my MP for complaint purposes. Usually by the time I get home I have lost the will to write in about it.

LTN Phobia

I vaguely remember seeing "No photography" signs in the immigration and customs areas, although I may be confusing it with another airport.

I'm assuming that's what bealine is referring to though.

wandering_fred

Check-in areas are not normally within the customs and immigrations control areas. The latter areas also normally have no mobile phone usage signs.

The question of who and where video/sound recordings can be undertaken is a subject I think will be a "continuing saga" until the higher level courts decide. If it is in the best interest of companies to record telephone conversations (ie reservations/customer service) perhaps an argument can be made that such recordings are desirable in face-to-face interactions as well.

Happy wandering

Fred

Anonba

I wasnt defending the staff i only said i thought it was unfair to call the agent incompetent when it could have been system problems. If im honest i kinda think probably both sides over reacted but the airport could have done more to calmthe situation

visit14

Perhaps OP should turn the tables by henceforth carrying a stash of his own FINAL WARNING letters to dish out to witless outstation contractors

IF YOU DO NOT PULL YOUR SOCKS UP AND START ACTING IN A COMPETENT MANNER, I WILL BE FORCED TO COMPLAIN TO CUSTOMER SERVICES AND/OR ON FLYERTALK.

The anti- Golden Ticket

In seriousness, I would definitely let BA know - not with the expectation of them "picking sides" and admitting fault / dishing out compensation, but just so this outstation's inappropiate use of that letter is on record.

The other route, of course, is to be photographed by the Mail Online holding up the letter looking sad....

Often1

One can bet a large sum of money that BA well knows that the Notice was issued. I am certain that it requires that its use be documented in the PNR notes and that the agents involved provide a detailed description.

This may have been a trivial incident, but it is certainly used for more serious ones where there may be legal action and legal action suggests documentation.

visit14

From OP's account it sounds like they just fished this letter out and thrust it at him to get him to shut up and go away. It could be interesting if following up with BA to see if the agent(s) recorded its use whether against his PNR or in any other way. If not, that could definitely suggest that the agents were using the final warning letter in an unintended / inappropiate way..

I would certainly hope there would be some behind the scenes paperwork to be completed following giving a passenger a final warning, and if that is absent then it would certainly point in OP's favour... but likewise if that has been completed with over-egged details OP may want to attempt to get his file amended?

HIDDY

It worked so you can't knock it!!

Must try it out on the wife next time she kicks off.

Anonba

Ive never seen anything like it documented in a pnr before as "final letter" or anything of the like and ive been at BA a few years in the call centre.

The airport might put in remarks to say passenger was angry or upset though. But it would really be just like that: passenger angry because of X.

So yes indeed more likely paperwork or document at airport if anything.

TravellingSalesman

Please would you report back how she reacts to reading PLEASE NOW CALM DOWN in capital letters.

bealine

Perhaps if you had been grabbed in a headlock and your head slammed into a wall three or four times (I lost count after two) by a "gentleman" - on of our esteemed "Gold Card Holders" no less - simply because I gave him BA's official estimated time for the Brymon service to Plymouth about 18 years ago not knowing the aircraft was still stuck in Newquay, you too might see things a little differently.

When a customer, whether a regular or not, starts behaving unreasonably that flags up alarm bells, not least the security aspect.

I already stated that none of us were around when the OP travelled so can't comment on the situation. I would be surprised, however, if the yellow card was unjustified.

jacobitetraveller

this is what I would call the best example of a contradiction

how can you possibly say you cant comment on the situation because "none of us were around "

and then say you would be surprised if the yellow card was unjustified

your response beggars belief to be honest

simons1

Carry them on board as well I would say.