Complaint response de-coder

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Old Mar 15, 18, 7:55 am
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Complaint response de-coder

I’ve received this

“...we have to remain consistent so we're fair to all of our customers...”

What are they on about?
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Old Mar 15, 18, 7:58 am
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"we take little or no interest in the specifics of your complaint, nor in your status, and send you a boilerplate response which adds insult to injury..."
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Old Mar 15, 18, 8:00 am
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CutnPaste "shareholders" over the final word and we are a little nearer the mark. "because el jefe said so" may be nearer still.

It is a silly remark since even within the confines of this forum, where no squeak goes unremarked, none of us are able to scrutinise CR's responses to ensure consistency. This one included!

Consistency is much over-rated anyway.
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Old Mar 15, 18, 8:02 am
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Originally Posted by richardwft View Post
I’ve received this

“...we have to remain consistent so we're fair to all of our customers...”

What are they on about?
I suppose if they said "we are fobbing you off with standard letter 27B" it might be a bit frank.
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Old Mar 15, 18, 8:04 am
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Or alternatively, “YOU are nobody special ... this s##t happens to everyone.”
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Old Mar 15, 18, 8:10 am
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Any help with “...we certainly haven’t met our usual high standards...” would be appreciated.
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Old Mar 15, 18, 8:31 am
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Originally Posted by richardwft View Post
I’ve received this

“...we have to remain consistent so we're fair to all of our customers...”

What are they on about?
I've just been speaking to a friend who'd received exactly the same response from BA. She had ruined meals on both outbound (hair on cheesecake) and way back (inedible - I don't know the full story, just what she reported to BA), they offered her 4,000 avios (so Mr 10,000 for a missed meal when he didn't go hungry on the other thread did very well ). She challenged it, and got the response "To be fair to all of our customers we have to be consistent and although I understand why tou're asking, I'm afraid we can't increase our offer of compensation."

I read that to mean: "We've made a token gesture, you're not getting anything else otherwise someone else will complain they didn't get as good a deal for their grievance"
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Old Mar 15, 18, 8:38 am
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Originally Posted by richardwft View Post
Any help with “...we certainly haven’t met our usual high standards...” would be appreciated.
Probably their disappointment at not getting BoB rolled out on BA CityFlyer as they know everyone likes to dig deep for a cup of tea.
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Old Mar 15, 18, 8:39 am
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Was there more cheesecake served to others with hair ‘garnish’?
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Old Mar 15, 18, 9:04 am
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Originally Posted by richardwft View Post
Was there more cheesecake served to others with hair ‘garnish’?
Yes, it's obligatory that BA are fair and consistent to all customers.
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Old Mar 15, 18, 9:10 am
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Good question - Is this a PR spin you're doing here... "We recognise that not all our customers were lucky enough to receive special hairy cheesecake treatment on your recent flight, we hope that the offer of 4,000 Avios compensates you for the embarrassment that you felt receiving preferential treatment"
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Old Mar 15, 18, 9:10 am
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The insult of being lectured on consistency by British Airways, of all people...
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Old Mar 15, 18, 9:19 am
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“....We’ve started a full investigation so we can stop this from happening again, as we want to make sure our service meets its usual high standards...”

Service Failure Investigator, would that be a busy role? Or would there be spare time for a little trip on Singapore Airlines?
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Old Mar 15, 18, 9:35 am
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Originally Posted by richardwft View Post
I’ve received this

“...we have to remain consistent so we're fair to all of our customers...”

What are they on about?
Because customers you don't know about might somehow find out about your specific complaint, (maybe FlyerTalkers) we're not going to do anything that is outside the box.
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Old Mar 15, 18, 9:49 am
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Ba cancelled my outward flight in August and left me with a return only. They didn’t send me an email notify of this change. I asked them why. They said “if you miss your outward flight we will cancel your return” Do they even bother to read the emails sent to them? It’s infuriating! How can I miss my outward flight that’s in August, which they’ve already cancelled?
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