“Heart of glass” - letter from Business Traveller about compensation
Sep 2, 2018, 6:08 am
#76
Join Date: Dec 2007
Location: PEK and BOS
Programs: BA - Blue
Posts: 4,530
more importantly, Mr. Lawson might have found most of the opinions expressed here turned out to be a pain in the a**!!
Sep 2, 2018, 6:25 am
#78
Join Date: Mar 2008
Location: NCL and LBA
Programs: BD*G, BAGold, Hyatt Diamond, SPG Plat
Posts: 3,269
Although it is not a significant injury, it shouldn't have happened. If it happened to me I would probably accept 50k avios/Ł500 however it does seem a bit insulting that they easily handed out 50k in the past for sitting in an older F seat (when new F was being introduced) and he has had to fight to get a similar amount for an injury.
If they offer 20k for a broken screen, 50k for a non-reclining seat etc. then I think an injury even if small like this should be getting a lot more avios (however Ł500 cash seems fair). I would be expecting 100k minimum avios.
If they offer 20k for a broken screen, 50k for a non-reclining seat etc. then I think an injury even if small like this should be getting a lot more avios (however Ł500 cash seems fair). I would be expecting 100k minimum avios.
Sep 2, 2018, 6:45 am
#79
Join Date: Jan 2018
Location: Sapporo, Japan
Programs: Junior Jet Club, Nando's Card 1 Red Chilli, Tesco Clubcard, BAEC Gold, TK M&S Elite
Posts: 520
Not on BA’s pay scales!
Obviously we don’t know what stage the writer has reached with BA in terms of negotiations, but this is one of the reasons why Customer Relations will - after two or maybe three exchanges - declare a final offer and no longer engage with the customer, leaving either acceptance or going legal as the only routes forward.
It limits the time spent by BA and puts the onus back on the complainer - pretty much a “put up or shut up” sort of response.
Clearly it’s not the case here, but every company has to deal with serial complainers who want to try it on every time. They have to have a method of restricting their activity. BA’s way is to ignore them and hope they go away. Other companies deal with it differently. I’m not sure there’s a right or wrong way - the solution has to fit the circumstances, and I bet airlines generally receive more spurious complaints than most.
Obviously we don’t know what stage the writer has reached with BA in terms of negotiations, but this is one of the reasons why Customer Relations will - after two or maybe three exchanges - declare a final offer and no longer engage with the customer, leaving either acceptance or going legal as the only routes forward.
It limits the time spent by BA and puts the onus back on the complainer - pretty much a “put up or shut up” sort of response.
Clearly it’s not the case here, but every company has to deal with serial complainers who want to try it on every time. They have to have a method of restricting their activity. BA’s way is to ignore them and hope they go away. Other companies deal with it differently. I’m not sure there’s a right or wrong way - the solution has to fit the circumstances, and I bet airlines generally receive more spurious complaints than most.
I'm 100% sure this is more than the hard cost of a pair of return tickets in F.
Sep 2, 2018, 11:14 am
#80
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
As this has been published and is now making the rounds in frequent flyer circles, it will have most definitely appeared in a number of meetings. Each of those meetings will have been attended by a number of reasonably paid decision makers. If there have been threats of legal action, or the possibility that BA might be liable, their legal team would have been contacted too.
I'm 100% sure this is more than the hard cost of a pair of return tickets in F.
I'm 100% sure this is more than the hard cost of a pair of return tickets in F.
Sep 2, 2018, 1:03 pm
#82
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
One presumes that if the writer had lost his hand, suffered sepsis or whatever parade of horribles others have pointed to, that he would::
#1 Have said so in his letter.
#2 Said through using lawyers.
#3 Not been quibbling about a pair of tickets.
Thus, we may infer that this is exactly what was reported, e.g. a cut finger treated with onboard common medical supplies without the requirement of medical assistance.
Suggesting that his cut finger is worth more because of what might have been is not how it works.
The notion that senior decision-makers at BA sit around and evaluate miniscule items such as this and then refer them for legal evaluation is ridiculous. There are low-level clerical types working from a chart.
This claim, if made in the US, would not likely generate 20% of what BA has offered. Always the chance that some jury goes nuts somewhere, but those really are rare.
#1 Have said so in his letter.
#2 Said through using lawyers.
#3 Not been quibbling about a pair of tickets.
Thus, we may infer that this is exactly what was reported, e.g. a cut finger treated with onboard common medical supplies without the requirement of medical assistance.
Suggesting that his cut finger is worth more because of what might have been is not how it works.
The notion that senior decision-makers at BA sit around and evaluate miniscule items such as this and then refer them for legal evaluation is ridiculous. There are low-level clerical types working from a chart.
This claim, if made in the US, would not likely generate 20% of what BA has offered. Always the chance that some jury goes nuts somewhere, but those really are rare.
Sep 2, 2018, 1:15 pm
#83
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,476
As this has been published and is now making the rounds in frequent flyer circles, it will have most definitely appeared in a number of meetings. Each of those meetings will have been attended by a number of reasonably paid decision makers. If there have been threats of legal action, or the possibility that BA might be liable, their legal team would have been contacted too.
I'm 100% sure this is more than the hard cost of a pair of return tickets in F.
I'm 100% sure this is more than the hard cost of a pair of return tickets in F.
In contrast, in 2017 BA flew just shy of 42,800,000 passengers. I really don’t see this being at an exposure level that will trouble the senior BA management just yet ...
Sep 2, 2018, 2:07 pm
#84
Moderator: British Airways Executive Club
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 22,127
What CAN happen and what DID happen are two different things though. In this case, I very strongly suspect that the letter writer would have clearly stated that it had a serious consequence had he indeed suffered such an outcome.
Sep 2, 2018, 2:45 pm
#85
Join Date: Feb 2016
Location: LHR
Programs: BAEC Gold, SkyTeam Elite Plus, Sixt Gold
Posts: 418
Definitely not a reasonable request IMO. The passenger just wanted to milk out of BA a free Fist trip for himself and his companion. If he did not like the Ł500 offer he should have sued, rather than crying for help on a magazine.
I am 100% with BA on this one and hopefully they will hold their line.
I am 100% with BA on this one and hopefully they will hold their line.
Sep 2, 2018, 8:04 pm
#87
Join Date: Jul 2018
Posts: 246
Excellent!
Though I'm surprised the passengers around the 'victim' aren't claiming for PTSD also.
People should also realise, it won't be BA who pay this man - it will be us, their customers. The same as when people sue a school/hospital etc, we pick up the tab (if UK taxpayers).
Though I'm surprised the passengers around the 'victim' aren't claiming for PTSD also.
People should also realise, it won't be BA who pay this man - it will be us, their customers. The same as when people sue a school/hospital etc, we pick up the tab (if UK taxpayers).
Sep 2, 2018, 8:05 pm
#88
Join Date: Sep 2012
Location: Amsterdam, Asia, UK
Programs: IHG RA (Spire), HH Diamond, MR Platinum, SQ Gold, KLM Gold, BAEC Gold
Posts: 5,072
hmm, wants 2x Fseats opened. I suspect , though not yet thought of, they intend to use both GUF and 241, so only use 1x J avios/paid seat purchase.
So complainent is really looking for a joker, to use along with their 241 & GUF2
Regards nominal lose real revenue, BA lose/suffer exactly this many times a year on behalf of the circa 5000 GGL elites. BA can't set expectaions and allow as standard compo for a small cut finger only needing a plaster.
So complainent is really looking for a joker, to use along with their 241 & GUF2
Regards nominal lose real revenue, BA lose/suffer exactly this many times a year on behalf of the circa 5000 GGL elites. BA can't set expectaions and allow as standard compo for a small cut finger only needing a plaster.
Sep 3, 2018, 2:11 am
#89
Original Poster
Join Date: Feb 2013
Location: London, UK
Programs: BAEC Silver, ITA Club Executive, Hilton Gold, Marriott Gold
Posts: 3,599
I have to say the Mr Lawson could've worded a bit better his request for "two Avios seats", but I think that we can be pretty sure that what he means is to be given the opportunity to buy/upgrade with Avios.
I wish I'd added a poll to this thread!
I wish I'd added a poll to this thread!