Do you think anyone at BA takes any notice of what we say?
Dec 4, 2018, 11:54 am
#46
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If someone complains how is that their fault? Most complaints are about BA failure rather than due to a passengers behaviour. If BA promise something on the website that isn't delivered then people have a right to complain whether it is their 1st or 100th flight.
If BA fails to communicate things properly with passengers on a whole range of issues then how is that the passengers fault?
For example on baggage BA used to say the CW allowance was 2*23 KG and that regularly generated posts on here because BA phrased the website badly to then say they wouldn't charge if you went over. It now says a plain 32KG so less confusing. But BA was at fault in the first place for not communicating in the first place.
There are all sorts of issues that passengers face and yes some may be the fault of the passenger but most are caused by BA and remember even some of the most frequent posters on here still miss flights or have other problems despite knowing the ropes. I have less sympathy for them than the once a year flier.
If BA fails to communicate things properly with passengers on a whole range of issues then how is that the passengers fault?
For example on baggage BA used to say the CW allowance was 2*23 KG and that regularly generated posts on here because BA phrased the website badly to then say they wouldn't charge if you went over. It now says a plain 32KG so less confusing. But BA was at fault in the first place for not communicating in the first place.
There are all sorts of issues that passengers face and yes some may be the fault of the passenger but most are caused by BA and remember even some of the most frequent posters on here still miss flights or have other problems despite knowing the ropes. I have less sympathy for them than the once a year flier.
As most people here are, in the main, far from once a year fliers it is entirely possible that BA holds the same opinion of them as you do.
Dec 4, 2018, 12:16 pm
#47
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Dec 4, 2018, 12:29 pm
#48
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I only used 'fault' because that was the implicit meaning of the post I quoted.
And yes it was my feeling and experience rather than having hard facts. Obviously BA has hard facts on the issues and complaints that it receives but it appears not to do anything about resolving them. I'm not saying they should reorganise boarding based on one complaint but if you get 100s or 1000s saying group boarding isn't being implemented or refunds take weeks to process then they should be doing something about making sure staff do it properly. Less complaints = less work in the long run
I don't really have an opinion on once a year fliers (nor more frequent ones). I'm sorry if you thought I had an adverse opinion of them.. As far as I'm concerned their money is as good as mine (and I don't call people redeeming avios in F things like 'tesco tourists' which some on this board do) but BA should be taking their opinions and complaints just as seriously as issues raised by frequent fliers unlike the post I quoted who gave the impression that any issues they have were self generated.
I agree with you on things like hand bags and that BA should enforce the limits but then you possibly end up with flights taking off late but yes some passengers need to leave the kitchen sink at home. 23KG is far too heavy for a cabin bag IMHO but HBO fares contribute to that.
Ditto with enforcing group boarding but again telling group 4 'no' is harder than just letting them board (though at AMS the other week the gate agent did make an interloper wait rather than just let them on the jet way!)
I was thinking of issues such as missed connections because BA does appear to handle them badly on some occasions but well on others. I'm thinking of the passenger on a late inbound who manages to get to their new gate before boarding has closed yet BA has already rebooked them. Whose fault is that they they then get to their destination late? Afterall they got there on time but it was BA who offloaded them
And yes it was my feeling and experience rather than having hard facts. Obviously BA has hard facts on the issues and complaints that it receives but it appears not to do anything about resolving them. I'm not saying they should reorganise boarding based on one complaint but if you get 100s or 1000s saying group boarding isn't being implemented or refunds take weeks to process then they should be doing something about making sure staff do it properly. Less complaints = less work in the long run
I don't really have an opinion on once a year fliers (nor more frequent ones). I'm sorry if you thought I had an adverse opinion of them.. As far as I'm concerned their money is as good as mine (and I don't call people redeeming avios in F things like 'tesco tourists' which some on this board do) but BA should be taking their opinions and complaints just as seriously as issues raised by frequent fliers unlike the post I quoted who gave the impression that any issues they have were self generated.
I agree with you on things like hand bags and that BA should enforce the limits but then you possibly end up with flights taking off late but yes some passengers need to leave the kitchen sink at home. 23KG is far too heavy for a cabin bag IMHO but HBO fares contribute to that.
Ditto with enforcing group boarding but again telling group 4 'no' is harder than just letting them board (though at AMS the other week the gate agent did make an interloper wait rather than just let them on the jet way!)
I was thinking of issues such as missed connections because BA does appear to handle them badly on some occasions but well on others. I'm thinking of the passenger on a late inbound who manages to get to their new gate before boarding has closed yet BA has already rebooked them. Whose fault is that they they then get to their destination late? Afterall they got there on time but it was BA who offloaded them
Dec 4, 2018, 12:34 pm
#49
Ambassador, British Airways; FlyerTalk Posting Legend
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as the organiser my opinion would be please god no. It’s a fun drinks evening for socialising and for meeting fellow FT’ers, not an opportunity to raise issues with BA representatives. If folks want to raise issues with BA there are plenty of other fora to do so.
Dec 4, 2018, 12:56 pm
#50
Join Date: Dec 2009
Location: London, NYC, LCA
Programs: BA Gold
Posts: 169
I was very recently at a private social event in London where a C-Level BA executive was present we got chatting, i wont reveal who but they certainly indicated a number of senior BA managers check this forum even though as PG indicates we represent a very small sample of BA customers . We talked at length about the investment program and new product/enhancement announcements.
Dec 4, 2018, 7:51 pm
#51
Join Date: Sep 2004
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Alas my first reaction to the OP was BA only ignores FT comments originating in Argentina...
But given the changes we have seen in the FF programs over the last few years, it would appear that in come cases, senior management really doesn't care about the reactions of their frequent flyer members to (major) changes, even if commented thereby. There are sufficient numbers of lower middle class FF members who fly 2 or 5 times a year to earn lower level status and think they are getting a good deal. And the planes continue to fly essentially full. In any case kudos to BA in responding to the more mundane items that can make small parts of a person's journey more pleasant.
It will be interesting to see of the movement away from the "more well known" on-line social media groups will enhance the usefulness of groups like FT.
Just wandering
Fred
But given the changes we have seen in the FF programs over the last few years, it would appear that in come cases, senior management really doesn't care about the reactions of their frequent flyer members to (major) changes, even if commented thereby. There are sufficient numbers of lower middle class FF members who fly 2 or 5 times a year to earn lower level status and think they are getting a good deal. And the planes continue to fly essentially full. In any case kudos to BA in responding to the more mundane items that can make small parts of a person's journey more pleasant.
It will be interesting to see of the movement away from the "more well known" on-line social media groups will enhance the usefulness of groups like FT.
Just wandering
Fred
Dec 4, 2018, 10:48 pm
#52
Join Date: Mar 2012
Location: London
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Surely the information gleaned from this site is far more specific than from those wretched Norwood surveys which are often poorly constructed so it’s difficult to give negative feedback.
If you think back over the last couple of yesrs the biggest threads on here have been about the refuction in seat pitch snd BOB. BA must have read this outcry and taken it on its hard chin in the wider context.
If you think back over the last couple of yesrs the biggest threads on here have been about the refuction in seat pitch snd BOB. BA must have read this outcry and taken it on its hard chin in the wider context.
Dec 4, 2018, 11:27 pm
#53
Join Date: Jun 2011
Programs: AA EXP, UA 1K, DL GM, AS MVP75K
Posts: 72
I find the contradiction between ignoring any complaint/query at the time of travel - then actively soliciting opinion afterwards thru surveys maddening.
A couple of examples: the Indian call centers that I've always gotten calling from the US are just horrible. Some of the worst agents I've ever encountered - who always insist on "reading the script" and will usually refuse a request to talk to a supervisor. Worse even than off-shore Spirit etc. for their arrogant attitude to go with their do-nothing-and-you'll-like it capabilities.
I was in the Concorde room and the Wifi wasn't working. The agents policing the entrance had no idea of who to call for support. When I insisted - I eventually got a number where I was on hold for 20 minutes before I found another agent who easily solved the issue. I would say for most guests wifi access is far more important than what's on the menu - yet no designated procedure/person to support that??
Nowhere have I felt that it mattered what class I was booked in, how much revenue was involved [I've gotten the same treatment for full-fare F as frequent flier coach tickets]. I've long felt BA was running on the fumes of past glory - and they've done virtually nothing to prove me wrong.
A couple of examples: the Indian call centers that I've always gotten calling from the US are just horrible. Some of the worst agents I've ever encountered - who always insist on "reading the script" and will usually refuse a request to talk to a supervisor. Worse even than off-shore Spirit etc. for their arrogant attitude to go with their do-nothing-and-you'll-like it capabilities.
I was in the Concorde room and the Wifi wasn't working. The agents policing the entrance had no idea of who to call for support. When I insisted - I eventually got a number where I was on hold for 20 minutes before I found another agent who easily solved the issue. I would say for most guests wifi access is far more important than what's on the menu - yet no designated procedure/person to support that??
Nowhere have I felt that it mattered what class I was booked in, how much revenue was involved [I've gotten the same treatment for full-fare F as frequent flier coach tickets]. I've long felt BA was running on the fumes of past glory - and they've done virtually nothing to prove me wrong.
Dec 4, 2018, 11:56 pm
#54
Join Date: Jan 2017
Programs: BA Gold
Posts: 474
I cannot comment on BA as I have no experience but this forum was well known about, referred to and monitored at QF. Interestingly probably not by people who can (or want to) change the majority of the gripes raised but rather focussing on brand and image.
Dec 5, 2018, 1:11 am
#55
Fontaine d'honneur du Flyertalk
Join Date: Jul 2001
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I only used 'fault' because that was the implicit meaning of the post I quoted.
And yes it was my feeling and experience rather than having hard facts. Obviously BA has hard facts on the issues and complaints that it receives but it appears not to do anything about resolving them. I'm not saying they should reorganise boarding based on one complaint but if you get 100s or 1000s saying group boarding isn't being implemented or refunds take weeks to process then they should be doing something about making sure staff do it properly. Less complaints = less work in the long run
I don't really have an opinion on once a year fliers (nor more frequent ones). I'm sorry if you thought I had an adverse opinion of them.. As far as I'm concerned their money is as good as mine (and I don't call people redeeming avios in F things like 'tesco tourists' which some on this board do) but BA should be taking their opinions and complaints just as seriously as issues raised by frequent fliers unlike the post I quoted who gave the impression that any issues they have were self generated.
I agree with you on things like hand bags and that BA should enforce the limits but then you possibly end up with flights taking off late but yes some passengers need to leave the kitchen sink at home. 23KG is far too heavy for a cabin bag IMHO but HBO fares contribute to that.
Ditto with enforcing group boarding but again telling group 4 'no' is harder than just letting them board (though at AMS the other week the gate agent did make an interloper wait rather than just let them on the jet way!)
I was thinking of issues such as missed connections because BA does appear to handle them badly on some occasions but well on others. I'm thinking of the passenger on a late inbound who manages to get to their new gate before boarding has closed yet BA has already rebooked them. Whose fault is that they they then get to their destination late? Afterall they got there on time but it was BA who offloaded them
And yes it was my feeling and experience rather than having hard facts. Obviously BA has hard facts on the issues and complaints that it receives but it appears not to do anything about resolving them. I'm not saying they should reorganise boarding based on one complaint but if you get 100s or 1000s saying group boarding isn't being implemented or refunds take weeks to process then they should be doing something about making sure staff do it properly. Less complaints = less work in the long run
I don't really have an opinion on once a year fliers (nor more frequent ones). I'm sorry if you thought I had an adverse opinion of them.. As far as I'm concerned their money is as good as mine (and I don't call people redeeming avios in F things like 'tesco tourists' which some on this board do) but BA should be taking their opinions and complaints just as seriously as issues raised by frequent fliers unlike the post I quoted who gave the impression that any issues they have were self generated.
I agree with you on things like hand bags and that BA should enforce the limits but then you possibly end up with flights taking off late but yes some passengers need to leave the kitchen sink at home. 23KG is far too heavy for a cabin bag IMHO but HBO fares contribute to that.
Ditto with enforcing group boarding but again telling group 4 'no' is harder than just letting them board (though at AMS the other week the gate agent did make an interloper wait rather than just let them on the jet way!)
I was thinking of issues such as missed connections because BA does appear to handle them badly on some occasions but well on others. I'm thinking of the passenger on a late inbound who manages to get to their new gate before boarding has closed yet BA has already rebooked them. Whose fault is that they they then get to their destination late? Afterall they got there on time but it was BA who offloaded them
Neither you, nor I, nor anyone is usually present at these events and we’d only have a one sided story to work with based on vague details and a complete lack of evidence. It saddens but does not surprise me that BA takes little if any notice. I suppose that I am as guilty. After a day of a flight to DFW being delayed without any reason given, we were going to be too late to connect to CDG. We were put on the AA flight to LHR. The whole thing, especially the flight, soured me as much as the faces of those serving in J. This is not the first such incident. I read here of countless such incidents at all airlines. I imagine that the CR departments are equally flooded with trivia. People now have the internet to air their grievances and it is so easy to do so. I keep being told on the internet that my opinion matters. It may matter, but to whom and to what end? Not much methinks.
Dec 5, 2018, 1:36 am
#56
Join Date: Apr 2018
Programs: BAEC Gold
Posts: 117
A few months ago i posted on Ft about an exceptionel experience i hat on a flight. And was surprised that the actual crew member who is on FT recognised the story as he gave me the special experience. He reached out to me by private message. Very nice as i wanted to say thanxs to him and through FT that happened.
The only real thing on BA that really bothers me is their lack to respond to emails complaints. Its not that i seek for compensation or so, but sometimes things happen and really ruin a flight. I did 55 flights this year. 51 flights with BA. I am not waiting for crew to come over and say hi to me as a gold member. I do not seek compensation of a flight is delayed. That happens and i can easely live with that.
But if i have a complaint the easiest thing to do is to circle back on it and not send a pre written message.
The only real thing on BA that really bothers me is their lack to respond to emails complaints. Its not that i seek for compensation or so, but sometimes things happen and really ruin a flight. I did 55 flights this year. 51 flights with BA. I am not waiting for crew to come over and say hi to me as a gold member. I do not seek compensation of a flight is delayed. That happens and i can easely live with that.
But if i have a complaint the easiest thing to do is to circle back on it and not send a pre written message.
Dec 5, 2018, 5:40 am
#57
Join Date: Aug 2010
Location: London
Programs: BA Silver, Sky Team Silver, Star Alliance Silver
Posts: 159
Early in my BA life, whenever I logged on to the website, I had to log on twice. Every single time, no exceptions, but it always functioned normally for me after that. Because it was such a minor inconvenience, I lived with it for a couple of years until I finally mentioned it on FlyerTalk and asked if anybody else had the same problem. A tech person from BA replied to me on the thread, asking me to message him directly so that he could try to resolve it, which he did.
Dec 5, 2018, 6:22 am
#58
Join Date: Oct 2018
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BA would be broke within weeks implementing new procedures/standards to satisfy every demand or complaint people have here.
Dec 5, 2018, 6:25 am
#59
Join Date: Jun 2009
Location: UK
Programs: Lemonia. Best Greek ever.
Posts: 2,274
I am not persuaded that BA do listen to FT comment.
Far too many threads on here relate to "Customer Service" where individuals within CS do not tell the truth, or where they seek to hide errors by BA.
OK, some CS folk do try to help and tell the truth. It would appear that many do not. This is a Cultural issue, and the tone is set from the top. Once the CS team know that it is OK to be economical with the truth, and realise that it makes their job easier, then the rot spreads like the plague.
Believe it or not it is quite simple for a large organisation such as BA to get their CS folk to always tell the truth, the whole truth, and nothing but the truth. I have seen it done in an org bigger than BA.
When FT reports that BA CS are always doing their best to be both helpful and truthful, then I will believe that BA cares.
Far too many threads on here relate to "Customer Service" where individuals within CS do not tell the truth, or where they seek to hide errors by BA.
OK, some CS folk do try to help and tell the truth. It would appear that many do not. This is a Cultural issue, and the tone is set from the top. Once the CS team know that it is OK to be economical with the truth, and realise that it makes their job easier, then the rot spreads like the plague.
Believe it or not it is quite simple for a large organisation such as BA to get their CS folk to always tell the truth, the whole truth, and nothing but the truth. I have seen it done in an org bigger than BA.
When FT reports that BA CS are always doing their best to be both helpful and truthful, then I will believe that BA cares.
Dec 5, 2018, 6:28 am
#60
A FlyerTalk Posting Legend
Original Poster
Join Date: Aug 2006
Location: Argentina
Posts: 40,211
Nothing could be further from the truth Fred. My interactions with BA staff who contacted me through FT have all been positive and much appreciated by me. That, despite me not being the airlines most regular customer.