Inappropriate Conduct by BA staff
#1
Original Poster
Join Date: Jun 2015
Location: London
Programs: BA Gold
Posts: 368
Inappropriate Conduct by BA staff
I am a Gold member. I travelled last night on a long haul flight fro LHR to an Asian capital. At the boarding desk, a BA staff member was speaking loudly and inappropriately in respect of a passenger matter. I reminded her of the requirements of the Data Protection Act, to which she replied to me "There's got to be something else wrong [for you] t be acting like this". In response to my request for her name, she refused, covered her name badge and said to me words to the effect of "You didn't get enough last night". Her clear implication was that my legitimate concern arose from sexual frustration. I am deeply offended and astonished by such conduct. She subsequently denied making any such statement. I reminded her that CCTV can be accessed and lip readers used to confirm her words. I asked to speak immediately with a manager. None was available. On boarding, I alerted the CSD and completed a report which stressed the need for urgent action and requested that the BA Legal Team contact me today. (I am a lawyer myself). On arrival in Asia, a BA staff member met me at he aircraft and again, I provided details of the matter. I was assured of immediate action. Instead, I have just received a standard automatic email from Customer Relations.
#2
Join Date: Feb 2003
Location: CT USA
Posts: 2,577
Did you really think they were going to use CCTV footage with lip readers?
#3
Fontaine d'honneur du Flyertalk
Join Date: Jul 2001
Location: Morbihan, France
Programs: Reine des Muccis de Pucci; Foreign Elitist (according to others)
Posts: 19,175
Quite extraordinary. Every time one thinks that one had heard it all, something new emerges. Would you care to tell us which Asian capital and at which check-in desk this occurred and when? It might be helpful to know the exact words used rather than your interpretation.
Shocking.
Shocking.
#4
Join Date: Nov 2017
Posts: 389
what was the passenger related matter that caused the inappropriately loud response?
#5
Join Date: Dec 2016
Programs: BAEC GGL/CR; Hilton Diamond; Mucci des Puccis
Posts: 5,609
she was wrong anyway. Due to excessive travel I'm not getting enough either, but I remain polite and courteous at all times. RIGHT?
#7
Join Date: Nov 2007
Location: SW London
Programs: BAEC Silver; Hilton Diamond;a miscellany of other hotel non-statuses
Posts: 3,607
That seems very quick, and may not be the final communication on the matter. I'd call Gold line and ask for help getting a substantive response.
#10
Join Date: Nov 2007
Location: SW London
Programs: BAEC Silver; Hilton Diamond;a miscellany of other hotel non-statuses
Posts: 3,607
Would this be a Civil action, and can you compel release of that sort of material under it? Or a Subject Access Request, perhaps a little ironically under Data Protection provisions? That would presumably be to HAL?
#11
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: 63,803
I can't see anyone going through CCTV or lip-reading, but if a complaint has been submitted and there is substance attached, then typically what will happen is that this will work its way though the line managers concerned. They will handle the consequences, if any. The complainant would get an apology but probably nothing more specific than that (for pretty much the same reason as the basis of this complaint). If the staff member has "form" then this is part of line management process. Due to the shift systems in T5, and the need for due process, it is unlikely that this will progress at top speed, so the OP may need to let the system work for a week or two before following up. I would hope any apology would come quickly, if that hasn't happened already.
#12
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,926
I am a Gold member. I travelled last night on a long haul flight fro LHR to an Asian capital. At the boarding desk, a BA staff member was speaking loudly and inappropriately in respect of a passenger matter. I reminded her of the requirements of the Data Protection Act, to which she replied to me "There's got to be something else wrong [for you] t be acting like this". In response to my request for her name, she refused, covered her name badge and said to me words to the effect of "You didn't get enough last night". Her clear implication was that my legitimate concern arose from sexual frustration. I am deeply offended and astonished by such conduct. She subsequently denied making any such statement. I reminded her that CCTV can be accessed and lip readers used to confirm her words. I asked to speak immediately with a manager. None was available. On boarding, I alerted the CSD and completed a report which stressed the need for urgent action and requested that the BA Legal Team contact me today. (I am a lawyer myself). On arrival in Asia, a BA staff member met me at he aircraft and again, I provided details of the matter. I was assured of immediate action. Instead, I have just received a standard automatic email from Customer Relations.
#13
FlyerTalk Evangelist
Join Date: Nov 2011
Location: Brighton. UK
Programs: BA Gold / VS /IHG Diamond & Ambassador
Posts: 14,195
What an over reaction!
a simple ‘please moderate your voice’ would have sufficed.
a simple ‘please moderate your voice’ would have sufficed.
#14
Join Date: Feb 2003
Location: CT USA
Posts: 2,577
That not even going into the fact that 98% of the CCTV I have seen isn't clear enough to make out a persons identity let alone read their lips.
#15
Original Poster
Join Date: Jun 2015
Location: London
Programs: BA Gold
Posts: 368
I requested that a member of the BA legal team contact me today (and I provided contact details) in order to discuss with me what steps BA may take, as a matter of urgency, to prevent external action being taken.