Compare and Contrast - The "Cut and Paste" Operation
Nov 9, 2016, 4:30 am
#1
Original Poster
Join Date: Jan 2005
Programs: BA Gold, several other less interesting cards...
Posts: 3,712
Compare and Contrast - The "Cut and Paste" Operation
I know we have joked about the cut and paste CS operation before but I have just received a reply and thought I'd look through previous replies to see what has changed. Very little, it woud seem...
As a bit of background, My seat (64K) had crumbs on it and there were drink splashes on the side bins, the footrest and the divider. Par for the course. However when I put the footrest down there was some sort oon unidentifiable sludge rubbed in. I called the CC who did their best and the incident was recorded by the CSM.
Reply:
Reply from last year:
As a bit of background, My seat (64K) had crumbs on it and there were drink splashes on the side bins, the footrest and the divider. Par for the course. However when I put the footrest down there was some sort oon unidentifiable sludge rubbed in. I called the CC who did their best and the incident was recorded by the CSM.
Reply:
Originally Posted by BA CS
Dear Mr srbrenna
We've received a report from the Cabin Service Manager who operated your flight to XXX on XX November. Firstly, please accept my apologies for the delay in responding to you.
I note from the report we've received that the aircraft cabin cleanliness in Club World wasn't of a standard that you would expect. Our Cabin Service Manager mentioned you have experienced the same issue on your last three long-haul flights. I'm sorry we have let you down.
I can see how unpleasant your journey must have been and we know how important our aircraft’s appearance and cleanliness is. We’ve made improvements to our cabin environment which included spending more on specialist cleaning equipment. We’ve also set up new performance-based contracts with the cleaning company we use, which helps us maintain our usual high standards.
We’ve also looked into our own processes to make sure the problems that are reported are dealt with as quickly as possible. We’re grateful you've taken the time to tell us what happened, as it’s only through receiving your comments we know where to focus our attention.
We value your continued support as a Gold member of our Executive club. We look forward to welcoming you on our flight to XXX on XX December. If I can be of further assistance to you please feel free to contact me by clicking the link below my name to respond
We've received a report from the Cabin Service Manager who operated your flight to XXX on XX November. Firstly, please accept my apologies for the delay in responding to you.
I note from the report we've received that the aircraft cabin cleanliness in Club World wasn't of a standard that you would expect. Our Cabin Service Manager mentioned you have experienced the same issue on your last three long-haul flights. I'm sorry we have let you down.
I can see how unpleasant your journey must have been and we know how important our aircraft’s appearance and cleanliness is. We’ve made improvements to our cabin environment which included spending more on specialist cleaning equipment. We’ve also set up new performance-based contracts with the cleaning company we use, which helps us maintain our usual high standards.
We’ve also looked into our own processes to make sure the problems that are reported are dealt with as quickly as possible. We’re grateful you've taken the time to tell us what happened, as it’s only through receiving your comments we know where to focus our attention.
We value your continued support as a Gold member of our Executive club. We look forward to welcoming you on our flight to XXX on XX December. If I can be of further assistance to you please feel free to contact me by clicking the link below my name to respond
Originally Posted by BA CS
Dear Mr srbrenna
Thanks for getting in touch with us about your flight to London Heathrow on 12 August. I apologise for the delay in our response. I'm sorry to learn that you were unhappy with the standard of our Club Europe cabin. I'm also concerned to learn that your flight was delayed. I can understand how frustrating this must have been for you, especially as this is not the first time you had experienced this. I absolutely agree this isn’t what you’d expect from us, especially on a long flight. I do apologise for the inconvenience caused.
We’ve made improvements to our cabin environment which included spending more on specialist cleaning equipment. We’ve also set up new performance-based contracts with the cleaning company we use, which helps us maintain our usual high standards.
We’ve also looked into our own processes to make sure the problems that are reported are dealt with as quickly as possible. We’re grateful you've taken the time to tell us what happened, as it’s only through receiving your comments we know where to focus our attention. I’ve sent the details of your complaint to our Customer Experience team and they’ll definitely value your insight.
We know there’s still more work to be done in this area, but I know you’ll see positive changes very soon. We appreciate your support as a Gold member of our Executive Club. I hope you enjoy your flight with us to XXX on XX December. Please feel free to contact me directly using the blue link below if I can help you with anything else.
Thanks for getting in touch with us about your flight to London Heathrow on 12 August. I apologise for the delay in our response. I'm sorry to learn that you were unhappy with the standard of our Club Europe cabin. I'm also concerned to learn that your flight was delayed. I can understand how frustrating this must have been for you, especially as this is not the first time you had experienced this. I absolutely agree this isn’t what you’d expect from us, especially on a long flight. I do apologise for the inconvenience caused.
We’ve made improvements to our cabin environment which included spending more on specialist cleaning equipment. We’ve also set up new performance-based contracts with the cleaning company we use, which helps us maintain our usual high standards.
We’ve also looked into our own processes to make sure the problems that are reported are dealt with as quickly as possible. We’re grateful you've taken the time to tell us what happened, as it’s only through receiving your comments we know where to focus our attention. I’ve sent the details of your complaint to our Customer Experience team and they’ll definitely value your insight.
We know there’s still more work to be done in this area, but I know you’ll see positive changes very soon. We appreciate your support as a Gold member of our Executive Club. I hope you enjoy your flight with us to XXX on XX December. Please feel free to contact me directly using the blue link below if I can help you with anything else.
Nov 9, 2016, 4:48 am
#2
Join Date: Aug 2016
Posts: 217
I think it is even worse than cut and paste. This a complaints computer system where the operative inputs a few key details from your complaint and the system then churns out the response. If you submitted 10 similar complaints you will get similar responses. It is for this reason that I gave up complaining to BA many years ago, it is simply a waste of time.
Nov 9, 2016, 2:41 pm
#7
Moderator: British Airways Executive Club
Join Date: Nov 2010
Location: TPA/ABZ
Programs: BA Lifetime Gold. GGL/CCR.
Posts: 13,248
I don't have a particular problem with template-based responses. The airline or indeed any large company desires to provide a consistent response to passengers/customers and that's achieved partly through the use of standard language.
Of course, the response needs to be relevant to the problem or question being raised and that's the part that's sometimes lacking in these responses. I have no problem with responses being based on a template using standard language that may appear somewhat similar across a number of cases.
Of course, the response needs to be relevant to the problem or question being raised and that's the part that's sometimes lacking in these responses. I have no problem with responses being based on a template using standard language that may appear somewhat similar across a number of cases.
Nov 9, 2016, 2:45 pm
#8
Join Date: Nov 2007
Location: SW London
Programs: BAEC Silver; Hilton Diamond;a miscellany of other hotel non-statuses
Posts: 3,607
) that is added after the complaint is received, automatically scanned and within a few moments transformed into a semi-related reply failed, so that the response arrived a few seconds after the complaint / comment form was submitted 
.
Nov 9, 2016, 7:03 pm
#9
Original Poster
Join Date: Jan 2005
Programs: BA Gold, several other less interesting cards...
Posts: 3,712
I expected nothing less. The interesting thing was that these were a year apart. Same responses but nothing has been done with the specialist cleaning equipment. Or any processes.
Nov 9, 2016, 10:34 pm
#10
Join Date: Aug 2009
Location: SE England
Programs: Amex Cent and all that comes with it
Posts: 332
Nov 10, 2016, 1:54 am
#12
Join Date: May 2013
Posts: 6,349
They haven't upgraded their software then. These replies involve ticking a few boxes, clicking OK and the letter self generates with standard fob off phrases.
Nov 10, 2016, 7:31 am
#13
Join Date: Oct 2012
Location: Brighton and Hove, UK
Programs: OS FTL, BA Silver, Thameslink Delay Repay
Posts: 1,246
http://customers.britishairways.com/selfservice-beta
Nov 10, 2016, 7:42 am
#14
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,144
csutter, I LOVE that 
I have no doubt, given the formatting clues above, other posters will be funny
Dear T8191
Thanks for getting in touch with us about your flight to Offshore on 5 Nov 16 . I apologise for the delay in our response. I'm sorry to learn that you were unhappy with Fireworks. I'm also concerned to learn that your flight was Damp. I can understand how frustrating this must have been for you, especially as this is not the first time you had experienced this. I absolutely agree this isn't what you'd expect from us, especially on a Squib flight. I do apologise for the inconvenience caused.
We've made improvements to our environment which included spending more on Display . We've also set up new performance-based contracts with Ministry of Defence , which helps us maintain our usual high standards.
We've also looked into our own processes to make sure the problems that are reported are dealt with as quickly as possible. We're grateful you've taken the time to tell us what happened, as it's only through receiving your comments we know where to focus our attention. I've sent the details of your complaint to our Customer Experience team and they'll definitely value your insight.
We know there's still more work to be done in this area, but I know you'll see positive changes very soon. We appreciate your support as a Kryptonite member of our Executive Club. I hope you enjoy your flight with us to Home for the Deranged on 12 Dec 16. Please feel free to contact me directly using the blue link below if I can help you with anything else.
Thanks for getting in touch with us about your flight to Offshore on 5 Nov 16 . I apologise for the delay in our response. I'm sorry to learn that you were unhappy with Fireworks. I'm also concerned to learn that your flight was Damp. I can understand how frustrating this must have been for you, especially as this is not the first time you had experienced this. I absolutely agree this isn't what you'd expect from us, especially on a Squib flight. I do apologise for the inconvenience caused.
We've made improvements to our environment which included spending more on Display . We've also set up new performance-based contracts with Ministry of Defence , which helps us maintain our usual high standards.
We've also looked into our own processes to make sure the problems that are reported are dealt with as quickly as possible. We're grateful you've taken the time to tell us what happened, as it's only through receiving your comments we know where to focus our attention. I've sent the details of your complaint to our Customer Experience team and they'll definitely value your insight.
We know there's still more work to be done in this area, but I know you'll see positive changes very soon. We appreciate your support as a Kryptonite member of our Executive Club. I hope you enjoy your flight with us to Home for the Deranged on 12 Dec 16. Please feel free to contact me directly using the blue link below if I can help you with anything else.
Last edited by T8191; Nov 10, 2016 at 7:49 am