“Heart of glass” - letter from Business Traveller about compensation
Sep 1, 2018, 7:27 am
#32
Join Date: Jun 2014
Posts: 756
I'm another who read "two first class Avios seats" as asking BA to open up reward availability (i.e. Mr Lawson is suggesting he use his own Avios, and that he pay the associated TFC) by way of compensation. In this regard, I can see why he might think such an action "costs nothing" to BA (I don't agree with him on this point, but I can see his reasoning).
It's not especially clear in his letter, and I wonder if he's not made his request particularly clear to BA. If that is what he is asking for, then it actually sounds like a reasonable compromise to me.
It's not especially clear in his letter, and I wonder if he's not made his request particularly clear to BA. If that is what he is asking for, then it actually sounds like a reasonable compromise to me.
Sep 1, 2018, 7:36 am
#33
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I'm another who read "two first class Avios seats" as asking BA to open up reward availability (i.e. Mr Lawson is suggesting he use his own Avios, and that he pay the associated TFC) by way of compensation. In this regard, I can see why he might think such an action "costs nothing" to BA (I don't agree with him on this point, but I can see his reasoning).
It's not especially clear in his letter, and I wonder if he's not made his request particularly clear to BA. If that is what he is asking for, then it actually sounds like a reasonable compromise to me.
It's not especially clear in his letter, and I wonder if he's not made his request particularly clear to BA. If that is what he is asking for, then it actually sounds like a reasonable compromise to me.
In which case, opening up the availability can cost BA rather a lot in lost revenue and therefore may not at all be reasonable.
Really, Avios availability should be seen as 'seats they aren't expecting to be able to sell for cash' especially when it comes to F.
Sep 1, 2018, 7:45 am
#35
Join Date: Jun 2014
Posts: 756
It could even be that the flight he wants (even if he's only asking for Avios availability and not free flights) has only F (and not even A) available, and they are expecting F to be full though.
In which case, opening up the availability can cost BA rather a lot in lost revenue and therefore may not at all be reasonable.
Really, Avios availability should be seen as 'seats they aren't expecting to be able to sell for cash' especially when it comes to F.
In which case, opening up the availability can cost BA rather a lot in lost revenue and therefore may not at all be reasonable.
Really, Avios availability should be seen as 'seats they aren't expecting to be able to sell for cash' especially when it comes to F.
You make a good point, though. If I could get guaranteed access to two lots of F reward space on any flight I wanted on the NYC-LON route (assuming I'd use my own Avios, and I'd pay TFC) instead of £500, would I take it? I'd be tempted, but on that route, I'd take the cash. Now, if it were JNB/CPT-LON, I'd definitely take it!
Sep 1, 2018, 8:00 am
#36
Join Date: Dec 2015
Location: UK
Programs: AA Platinum Pro, HHonors Diamond
Posts: 174
500 quid seems a bloody fantastic offer for a cut finger in my opinion. I was shocked they even got offered as much as the original 300 (accepting that I don't have any previous claims experience with BA). I got offered the grand total of f all by Malaysian for my only serious airline claim which to my mind was more serious than a cut which could be resolved without medical intervention (stitches).
Sep 1, 2018, 8:08 am
#37
Join Date: Jun 2014
Posts: 872
I don't agree that £500 is particularly generous, but it feels about right. What's disappointing is that the customer had to battle for it. It seems as though BA are always trying to get away with as little as possible, only to then up the offer when challenged. I don't think this is good business in the long run. I do however agree that expecting two F tickets is very OTT. I don't think that's reasonable at all.
Sep 1, 2018, 8:40 am
#38
Join Date: Oct 2015
Location: Up North.
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Sep 1, 2018, 8:52 am
#39
Join Date: Jun 2008
Posts: 851
He wants AvIos availability - so he can PAY for the flights in avios and fees.
Not a ridiculous ask (but equally not ridiculous for BA to say no thanks)
Sep 1, 2018, 9:23 am
#40
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I don't come to the same conclusion about the 'ask'. He is requesting "two first class Avios seats on a flight back from New York." This could mean many things, including, for example, the Avios and the availability for a one-way flight from JFK to LHR. But whatever the real ask is, it is in no proportion to the injury suffered.
Sep 1, 2018, 9:51 am
#42
Join Date: Dec 2016
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It's not £10K or anything like that. I flew last weekend in F to JFK as part of three business class and three first class long haul legs for about £1500, so my actual fare in F for one leg was something like £350-500 maximum. The cost to BA will be far lower than that. Don't confuse cost with price.
Sep 1, 2018, 9:54 am
#43
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Arguing about the internal cost to BA of a first class ticket is missing the point. It is naive to think that the appropriate response is for BA to give away a first class ticket every time someone cuts their finger or has a glass of wine spilled on them.
Sep 1, 2018, 9:57 am
#44
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I don’t think anyone really knows what he wants. Even the original letter writer! And of course the magazine could have edited it to remove some useful info.
some have read it as he wants a ‘free’ F flight.
Others that he is asking BA to open up avois availability on a flight where there is none at present and he is willing to use his own avois and pay the BA surcharges and fees associated with an avois flight - hence the no cost comment.
We obviously don’t know what he said and wrote in his communications with BA and their replies so there may have been something in that that put BA out of joint so they are unwilling to work with him.
Perhaos if if he had found FT and asked for advice before contacting BA and the press ...
some have read it as he wants a ‘free’ F flight.
Others that he is asking BA to open up avois availability on a flight where there is none at present and he is willing to use his own avois and pay the BA surcharges and fees associated with an avois flight - hence the no cost comment.
We obviously don’t know what he said and wrote in his communications with BA and their replies so there may have been something in that that put BA out of joint so they are unwilling to work with him.
Perhaos if if he had found FT and asked for advice before contacting BA and the press ...
Sep 1, 2018, 9:57 am
#45
Join Date: Jan 2017
Posts: 40
Whether it's availability or the actual flights he's after - it's unrealistic. As others have said, £500 is at the upper end of generous from a legal perspective. There seems to be no lasting injury and although unpleasant, it was a fairly minor accident.
I don't think BA can win in this situation (from a PR perspective), without giving in to his demands. Seems he'll keep going until he gets what he perceives he deserves. A PI lawyer would never take this on a no-win no-fee basis, as the level of recovery is simply too small. An hourly rate charging lawyer would tell you that it's not proportionate for the very same reason.
I don't think BA can win in this situation (from a PR perspective), without giving in to his demands. Seems he'll keep going until he gets what he perceives he deserves. A PI lawyer would never take this on a no-win no-fee basis, as the level of recovery is simply too small. An hourly rate charging lawyer would tell you that it's not proportionate for the very same reason.