BA Club Europe - AWFUL
#1
Original Poster
Join Date: Dec 2013
Posts: 10
BA Club Europe - AWFUL
Just returned from a trip ORD/ATH via LHR in Business (Club World) under PNR <personal information redacted>. Missed our connection from BA294 due to late arriving crew although BA reported it as a mechanical. Right! When we got to LHR the airline had rebooked us on a later flight - almost 5 hours. They are paying the 600 Euro compensation because they have to. However, when we got to the LHR/ATH flight it was an old 767-300 - G-BNWZ. Apparently BA has a few still left in their fleet. This one is 20 years old. When we got onboard I thought it was a candid camera moment. Nasty old seats on a nasty old plane that should have been retired years ago. No special meals loaded even though BA misconnected us. No food for 4+ hours. In flight supervisor on outbound flight apologized for the plane, the service, the seats - said she had been flying for the airline for nearly 30 years. She was embarrassed. I do not blame her. Sent tweets to Alex Cruz who has failed to respond. Dealing with <BA representative> who states he is a part of the British Airways Customer Relations team. My request was that I should get what I paid for and in the event I did not then I should get the difference in fare. He rejected that idea stating ...
Whilst I appreciate your reasons for asking, we're unable to offer compensation for the issues you had on board. I’m sure you’ll understand we must apply a consistent approach to situations like this, so we’re fair to all our customers. This means we won’t make an exception. I know this will be disappointing to hear since it’s clear you expected more from us. I understand from your email how strongly you feel about this issue. I want to assure you we’ve taken the matter seriously and done all we can to make changes within the company, so we can try to avoid this happening again.
I reject that idea. BA needs to be competitive with other products out there. This idea of blocking a middle seat out with a semi-permanent tray offers more privacy than a larger, newer and more comfortable seat with a bit of legroom - I am 6'3" - is outrageous. Don't sell what you don't have to sell.
Whilst I appreciate your reasons for asking, we're unable to offer compensation for the issues you had on board. I’m sure you’ll understand we must apply a consistent approach to situations like this, so we’re fair to all our customers. This means we won’t make an exception. I know this will be disappointing to hear since it’s clear you expected more from us. I understand from your email how strongly you feel about this issue. I want to assure you we’ve taken the matter seriously and done all we can to make changes within the company, so we can try to avoid this happening again.
I reject that idea. BA needs to be competitive with other products out there. This idea of blocking a middle seat out with a semi-permanent tray offers more privacy than a larger, newer and more comfortable seat with a bit of legroom - I am 6'3" - is outrageous. Don't sell what you don't have to sell.
Last edited by Oxon Flyer; Jan 24, 2018 at 7:06 am Reason: Remove personal information and BA staff name, as per FT rules
#3
Join Date: Aug 2015
Posts: 1,499
I would suggest removing your PNR and BAEC number from the post.
Moderator Note :
In accordance with FT Privacy Rules : the OPs BAEC number, PNR and BA staff member name have all been removed.
Moderator Note :
In accordance with FT Privacy Rules : the OPs BAEC number, PNR and BA staff member name have all been removed.
Last edited by Oxon Flyer; Jan 24, 2018 at 7:40 am
#4
Join Date: Mar 2012
Location: London, UK
Programs: BA Executive Club (Silver), Le Club Accor (Silver)
Posts: 680
Wow. I'd take the 767 over anything else in Club Europe, except the mid-haul 321s! I suspect the OP might be American though where of course business / first class seats on domestics are a big step up from CE (or indeed most European short haul biz).
#5
FlyerTalk Evangelist
Join Date: Feb 2003
Location: New York, NY
Programs: BAEC Gold, Delta Platinum, Hilton Diamond, Marriott Gold, AMEX Platinum (US)
Posts: 18,487
A few thoughts:
1) Remove your booking reference from the post
2) Yes, BA operate older 767s on some routes and they are being retired in the course of the next year.
3) Yes, special meals don't often make it during misconnects such as this. Pretty common knowledge, IMO. If you have specific dietary issues then you had plenty of time to rustle something up in one of the lounges or at one of the many eateries in Terminal 5
4) Yes, welcome to European business class. Pretty much every major airline in Europe operates this way for premium cabin seating on shorthaul flights. A lack of research on your part is not a customer service failing.
Yes, misconnects are annoying, if you fly with any regularity it's bound to happen at some point. It happened to me at LHR recently with an unexpected overnight stop and I made lemonade out of lemons. The OH and I enjoyed a lovely meal at Mr. Todiwala's at the Hilton T5 courtesy of BA and I enjoyed cashing the cheque for 1200 Euros a few weeks later.
If you want to be pissed off you'll be pissed off. If you take it on the chin and recognise what you experienced is what sometimes happens during the often unexpected course of air travel then it makes things a whole lot more palatable. Claim your 1200 Euros, move on and book a different carrier on your next trip to Greece....after having researched what they offer you onboard.
1) Remove your booking reference from the post
2) Yes, BA operate older 767s on some routes and they are being retired in the course of the next year.
3) Yes, special meals don't often make it during misconnects such as this. Pretty common knowledge, IMO. If you have specific dietary issues then you had plenty of time to rustle something up in one of the lounges or at one of the many eateries in Terminal 5
4) Yes, welcome to European business class. Pretty much every major airline in Europe operates this way for premium cabin seating on shorthaul flights. A lack of research on your part is not a customer service failing.
Yes, misconnects are annoying, if you fly with any regularity it's bound to happen at some point. It happened to me at LHR recently with an unexpected overnight stop and I made lemonade out of lemons. The OH and I enjoyed a lovely meal at Mr. Todiwala's at the Hilton T5 courtesy of BA and I enjoyed cashing the cheque for 1200 Euros a few weeks later.
If you want to be pissed off you'll be pissed off. If you take it on the chin and recognise what you experienced is what sometimes happens during the often unexpected course of air travel then it makes things a whole lot more palatable. Claim your 1200 Euros, move on and book a different carrier on your next trip to Greece....after having researched what they offer you onboard.
#6
Join Date: Jan 2010
Posts: 7,464
Tell us what we don't know
In seriousness, if you are not on a connecting J itinerary, best to stick to Y on BA shorthaul (with very low expectations) and grabbing an exit row or bulkhead seat (aircraft dependent) and then you will have at least decent leg room and little chance your (low) expectations won't be met. The caveat is that (usually) on a longhaul J journey, you don't get a choice to relocate to an emergency exit or bulkhead seat.
In seriousness, if you are not on a connecting J itinerary, best to stick to Y on BA shorthaul (with very low expectations) and grabbing an exit row or bulkhead seat (aircraft dependent) and then you will have at least decent leg room and little chance your (low) expectations won't be met. The caveat is that (usually) on a longhaul J journey, you don't get a choice to relocate to an emergency exit or bulkhead seat.
#7
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,844
I reject that idea. BA needs to be competitive with other products out there. This idea of blocking a middle seat out with a semi-permanent tray offers more privacy than a larger, newer and more comfortable seat with a bit of legroom - I am 6'3" - is outrageous. Don't sell what you don't have to sell.
I guess the practical alternative is to fly longhaul into Athens direct from the USA, something like Delta from JFK to ATH.
#9
Join Date: Mar 2009
Location: JAX
Programs: Ex-BA/AA/CP/LY staff, BA Executive Club Blue, IHG Diamond, Marriott Silver, Chick-fil-A Red
Posts: 3,588
There were no special meals loaded because you misconnected, not in spite of.
Due to the 24hr limit on requesting special meals it's currently not possible to get a special meal when an alternative flight is booked within that window.
Other than TK, which other European shorthaul business class products are you comparing to? Practically all other competitive products are very, very similar…
Due to the 24hr limit on requesting special meals it's currently not possible to get a special meal when an alternative flight is booked within that window.
BA needs to be competitive with other products out there.
#11
There were no special meals loaded because you misconnected, not in spite of.
Due to the 24hr limit on requesting special meals it's currently not possible to get a special meal when an alternative flight is booked within that window.
Other than TK, which other European shorthaul business class products are you comparing to? Practically all other competitive products are very, very similar…
Due to the 24hr limit on requesting special meals it's currently not possible to get a special meal when an alternative flight is booked within that window.
Other than TK, which other European shorthaul business class products are you comparing to? Practically all other competitive products are very, very similar…
#12
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,479
Many US/North American airlines still run very old 757 & 767 aircraft both domestically and internationally. Age is irrelevant here - it's how the aircraft is looked after. Now, some of BA's 767s are becoming tired, and because of the imminent retirement are not going to be re-furbished, but I'd still take one over the Airbuses any day of the week.
This seems more to be a case of a massive assumption Business Class/First Class is the same the world over. If I were the OP, I'd be grateful for the 1200 Euros and put it down as a lesson learnt.
#13
Join Date: Apr 2011
Location: Scots girl in London
Programs: BAEC Silver
Posts: 257
#14
Join Date: Jan 2016
Location: LHR/ATH
Programs: Amex Platinum, LH SEN (Gold), BA Bronze
Posts: 4,489
OP, if you want to fly to ATH from the States, just fly Emirates! Direct flight out of EWR all year long! Don't waste your time arguing with Customer Services, take your 1200 EUR and run!
#15
Join Date: May 2013
Posts: 6,349
Having received EC261 compensation I'm not sure what it is the OP is looking for. The cost of a CE special meal - that's about £5? The OP is not missing much, my dog would turn its nose up at the food on my CE 2 weeks ago.
Did the OP seriously expect Alex Cruz to reply to a twitter message - get real.
As for the 767, well BA has its share of old and knackered planes but it got the OP from A to B. Perhaps the OP can tell us which other airlines have the bigger seats in European business classes that they are comparing BA to? Or perhaps this thread will be the usual 'drive by' rant.
Did the OP seriously expect Alex Cruz to reply to a twitter message - get real.
As for the 767, well BA has its share of old and knackered planes but it got the OP from A to B. Perhaps the OP can tell us which other airlines have the bigger seats in European business classes that they are comparing BA to? Or perhaps this thread will be the usual 'drive by' rant.