Feeling p1ssed at KUL
May 26, 2016, 8:41 am
#91
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For me, the bad handling of the situation is worse than the actual downgrade (although that shouldn't have happened either). Broken seats can happen, but the lies of the station manager, the talking down about the passengers to the crew, the refusal to reroute, those are all inexcusable IMO.
May 26, 2016, 9:15 am
#92
Join Date: Oct 2003
Location: London
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To be fair to the (obnoxious) station manager, we don't know that he wasn't following BA policy by downgrading the Avios passengers.
Obviously there were better ways to do it, but he may have been fully compliant with how the affected customers should have been identified.
Obviously there were better ways to do it, but he may have been fully compliant with how the affected customers should have been identified.
May 26, 2016, 10:04 am
#93
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I've found in the distant past the BA, CX, LH, LX, AF station managers at new smaller destinations tended to be rising stars who were given a new smaller station as an opportunity to prove their chops. From that point, I've had very good experiences - in that they worked in the office of the ceo for a year before being turned loose. However, times change and no idea how BA staffs KUL, but to me the approach made sense as the young manager came to the new opportunity with a solid understanding of the CEO's philosophy.
Early in my career I worked under one of these types, and he was a very good boss -- he already had his political capital in the bank, so he was very focused on how to make the business successful.
Early in my career I worked under one of these types, and he was a very good boss -- he already had his political capital in the bank, so he was very focused on how to make the business successful.
May 26, 2016, 10:07 am
#94
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To be fair to the (obnoxious) station manager, we don't know that he wasn't following BA policy by downgrading the Avios passengers.
Obviously there were better ways to do it, but he may have been fully compliant with how the affected customers should have been identified.
Obviously there were better ways to do it, but he may have been fully compliant with how the affected customers should have been identified.
May 26, 2016, 10:12 am
#95
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To be fair to the (obnoxious) station manager, we don't know that he wasn't following BA policy by downgrading the Avios passengers.
Obviously there were better ways to do it, but he may have been fully compliant with how the affected customers should have been identified.
Obviously there were better ways to do it, but he may have been fully compliant with how the affected customers should have been identified.
But, that really is silly. Of course, the local station manager knows how it's done and of course BA could order the station manager to do it differently if it wanted to. BA doesn't, so what the station manager does is now BA policy (whether BA says so or not).
It's much more likely that BA accommodates local situations. Status in a FFP is not the be all and end all of who really matters. BA has to take care of all manner of other people and it's more than likely that the station manager did just that here.
May 26, 2016, 10:16 am
#96
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This makes sense. It's a fairly common customer service / marketing gimmick to coo in the customer's ear about how bad the "local people" are and how someone will have "words" with them as a means of making the customer feel better.
But, that really is silly. Of course, the local station manager knows how it's done and of course BA could order the station manager to do it differently if it wanted to. BA doesn't, so what the station manager does is now BA policy (whether BA says so or not).
It's much more likely that BA accommodates local situations. Status in a FFP is not the be all and end all of who really matters. BA has to take care of all manner of other people and it's more than likely that the station manager did just that here.
But, that really is silly. Of course, the local station manager knows how it's done and of course BA could order the station manager to do it differently if it wanted to. BA doesn't, so what the station manager does is now BA policy (whether BA says so or not).
It's much more likely that BA accommodates local situations. Status in a FFP is not the be all and end all of who really matters. BA has to take care of all manner of other people and it's more than likely that the station manager did just that here.
May 26, 2016, 1:55 pm
#97
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Well, well, well. Commiserations to OP and wife, not a good thing to happen.
I'm slightly curious on the point around OLCI, was the OP unable to do this? or did you try and it was unavailable (and even did you try close to t-24?). Not a judgement, a datapoint really.
The other thing, from the thread in general, is no-one seems to know what the Policy here is! How should BA outstations prioritise F downgrades (or rather offer options)? C'mon this is FT ... don't be shy
For one, interested to follow the Service Recovery offer.
... and finally. Almost the saddest thing, is this thread (not just the OP's report but others adding to the data) merely affirms the erosion of trust with BA recently.
If a GGL can't book an F ticket without a little niggle gnawing until actually sat in the booked and paid seat then we really are rudderless.
I'm slightly curious on the point around OLCI, was the OP unable to do this? or did you try and it was unavailable (and even did you try close to t-24?). Not a judgement, a datapoint really.
The other thing, from the thread in general, is no-one seems to know what the Policy here is! How should BA outstations prioritise F downgrades (or rather offer options)? C'mon this is FT ... don't be shy
For one, interested to follow the Service Recovery offer.
... and finally. Almost the saddest thing, is this thread (not just the OP's report but others adding to the data) merely affirms the erosion of trust with BA recently.
If a GGL can't book an F ticket without a little niggle gnawing until actually sat in the booked and paid seat then we really are rudderless.
May 31, 2016, 4:24 am
#98
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An update on BA's response. And to answer the question above I did try and check in using the BA App but got an error message. I was slightly concerned about this but it does happen occasionally.
I had a missed call yesterday afternoon which turned out to be some from BA Customer Services. I called back and waited 30 minutes for my call to be answered whilst listening to all of the wonderful things I could be doing at ba.com.
Eventually got passed to the lady that had phoned me. Apparently the GGL lady had raised a case on my behalf as had the CSD on our flight. I also sent an email relating what had happened so they had a pretty good idea of what had occurred.
So, lots of apologies and also a clarification that we shouldn't have been bumped as GGL. Again the reason was trotted out that it's a new station so may not be fully up to speed. I don't buy that myself. I mentioned that this is not a one off and she said that if anyone else has had a similar experience at KUL will they please raise a case as this will put the pressure on the station manager there.
Apparently there is going to be an investigation into the staff actions that we noted.
End result was we were entitled to compensation - £500 cash or £700 BA voucher each. Plus 31,500 Avios were returned to our account. There won't be any fare difference as it was an Avios booking.
Maybe I am expecting too much but it would have been nice if BA had offered something as an apology rather than just giving me what I was entitled to. I'm happy with the speed with which BA responded but still feeling rather ambivalent to the outcome.
I had a missed call yesterday afternoon which turned out to be some from BA Customer Services. I called back and waited 30 minutes for my call to be answered whilst listening to all of the wonderful things I could be doing at ba.com.
Eventually got passed to the lady that had phoned me. Apparently the GGL lady had raised a case on my behalf as had the CSD on our flight. I also sent an email relating what had happened so they had a pretty good idea of what had occurred.
So, lots of apologies and also a clarification that we shouldn't have been bumped as GGL. Again the reason was trotted out that it's a new station so may not be fully up to speed. I don't buy that myself. I mentioned that this is not a one off and she said that if anyone else has had a similar experience at KUL will they please raise a case as this will put the pressure on the station manager there.
Apparently there is going to be an investigation into the staff actions that we noted.
End result was we were entitled to compensation - £500 cash or £700 BA voucher each. Plus 31,500 Avios were returned to our account. There won't be any fare difference as it was an Avios booking.
Maybe I am expecting too much but it would have been nice if BA had offered something as an apology rather than just giving me what I was entitled to. I'm happy with the speed with which BA responded but still feeling rather ambivalent to the outcome.
May 31, 2016, 4:29 am
#99
Join Date: Oct 2003
Location: London
Posts: 3,500
End result was we were entitled to compensation - £500 cash or £700 BA voucher each. Plus 31,500 Avios were returned to our account. There won't be any fare difference as it was an Avios booking.
Maybe I am expecting too much but it would have been nice if BA had offered something as an apology rather than just giving me what I was entitled to.
Maybe I am expecting too much but it would have been nice if BA had offered something as an apology rather than just giving me what I was entitled to.
How much did you pay for tickets, and did you use any vouchers?
If it was framed as compensation, you way wish to take it and then follow-up for the refund you are due.
May 31, 2016, 4:34 am
#100
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End result was we were entitled to compensation - £500 cash or £700 BA voucher each. Plus 31,500 Avios were returned to our account. There won't be any fare difference as it was an Avios booking.
Maybe I am expecting too much but it would have been nice if BA had offered something as an apology rather than just giving me what I was entitled to. I'm happy with the speed with which BA responded but still feeling rather ambivalent to the outcome.
Maybe I am expecting too much but it would have been nice if BA had offered something as an apology rather than just giving me what I was entitled to. I'm happy with the speed with which BA responded but still feeling rather ambivalent to the outcome.
See: http://www.flyertalk.com/forum/briti...61-2004-a.html
May 31, 2016, 4:34 am
#101
Join Date: Mar 2010
Posts: 1,756
So, lots of apologies and also a clarification that we shouldn't have been bumped as GGL. ........
......End result was we were entitled to compensation - £500 cash or £700 BA voucher each. Plus 31,500 Avios were returned to our account. There won't be any fare difference as it was an Avios booking.
Maybe I am expecting too much but it would have been nice if BA had offered something as an apology rather than just giving me what I was entitled to. I'm happy with the speed with which BA responded but still feeling rather ambivalent to the outcome.
......End result was we were entitled to compensation - £500 cash or £700 BA voucher each. Plus 31,500 Avios were returned to our account. There won't be any fare difference as it was an Avios booking.
Maybe I am expecting too much but it would have been nice if BA had offered something as an apology rather than just giving me what I was entitled to. I'm happy with the speed with which BA responded but still feeling rather ambivalent to the outcome.
May 31, 2016, 4:42 am
#102
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May 31, 2016, 4:43 am
#103
Join Date: Feb 2013
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May 31, 2016, 5:22 am
#105
Join Date: Aug 2004
Programs: Meh
Posts: 2,598
Yet another example of BA missing the point. They could have given the OP something over and above to make a positive out of a negative. No surprise at all really, and if it was a non-GGL I fear the treatment would have been even worse.