Do you think anyone at BA takes any notice of what we say?
Dec 4, 2018, 5:40 am
#31
Join Date: Feb 2016
Location: LHR
Programs: BAEC Gold, SkyTeam Elite Plus, Sixt Gold
Posts: 418
Of course they do. It is standard practice for any big corporate to monitor customer sentiment and insights, often using sentiment analysis tools that crawl the interwebs for information.
I guess FT is a great source, as there is little need for automated listening with almost all threads being somewhat relevant to BA. I would not be surprised if they had someone smart in one of their customer centres doing some daily scouting on here.
Whilst the chaps here are indeed not representative of the majority of travellers, they are 1) very expert and 2) high profit generators thus I guess their opinion counts to some degree.
I guess FT is a great source, as there is little need for automated listening with almost all threads being somewhat relevant to BA. I would not be surprised if they had someone smart in one of their customer centres doing some daily scouting on here.
Whilst the chaps here are indeed not representative of the majority of travellers, they are 1) very expert and 2) high profit generators thus I guess their opinion counts to some degree.
Dec 4, 2018, 6:16 am
#32
Join Date: Apr 2012
Location: LHR
Programs: BAEC Silver, Delta Platinum medallion
Posts: 278
I would think FT is an invaluable resource for BA when trying to find unintended (ie adverse to BA) consequences of changes made to frequent flyer programs, sale offers and ticket price mistakes.
Dec 4, 2018, 7:01 am
#33
Suspended
Join Date: Mar 2014
Programs: Regarded as total and utter snob amongst the BAEC community.
Posts: 971
Whatever happened to the resolution with regards to the loss of parmesan cheese in the lounge? 
I once sent Alex Cruz a PM on one of his social media channels telling him about this forum and highlighted the frequent topics of concern by members.
I once sent Alex Cruz a PM on one of his social media channels telling him about this forum and highlighted the frequent topics of concern by members.
Dec 4, 2018, 7:06 am
#34
Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 6,399
Dec 4, 2018, 7:18 am
#35
Suspended
Join Date: Mar 2014
Programs: Regarded as total and utter snob amongst the BAEC community.
Posts: 971
Dec 4, 2018, 7:25 am
#36
Join Date: Oct 2012
Location: London
Programs: BAEC Gold, *A Gold, Hertz President's Circle, HHonors Diamond
Posts: 529
Dec 4, 2018, 7:31 am
#37
Join Date: Nov 2017
Posts: 3,061
Raffles recently had an Iberia ‘loophole’ closed within 12 hours by writing about it. So yes, they do pay attention to what’s written.
That said, I think they maintain an awareness that the vast majority of their customers have no idea this small corner of the internet exists, and try to keep this in perspective.
That said, I think they maintain an awareness that the vast majority of their customers have no idea this small corner of the internet exists, and try to keep this in perspective.
Dec 4, 2018, 10:24 am
#39
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,613
I long recall that at one time when we had some drama tragedy that had played out in (mostly) the F cabin where someone didn't get a proper munu, had to wait 10 minutes for something or other such tragedies on occasion I used to ask via PM for the details so that I could find out a bitof what had gone on. In 12 years, I had one reply.
Dec 4, 2018, 10:25 am
#40
Join Date: Dec 2009
Location: Flatland
Programs: AA Lifetime Gold 1MM, BA Gold, UA Peon
Posts: 6,111
Dec 4, 2018, 10:31 am
#41
Join Date: Nov 2017
Programs: BA Exec Gold, Marriott Platinum
Posts: 128
I know someone who used to work for BA who said they and their team regularly reviewed FT when working on customer proposals, propositions etc.. Frustration would ensue however when the team would propose new and positive propositions (e.g. free tea/coffee for Exec club members in ET) but frequently had these rejected by Senior Management on cost grounds... So some may be listening/reading however they are powerless to act!
Dec 4, 2018, 10:35 am
#42
Join Date: Apr 2006
Location: Dublin, Ireland
Programs: BA Gold, Mucci
Posts: 2,068
Absolutely they do read what is going on when it comes to the Internet and comments about them.
Though not FlyerTalk, I also have experience from blogging. I wrote a lukewarm post about my experience in QR's Al Mourjan lounge in Doha and someone shared it on the QR forum on here. Next time I went through the lounge, I was met at the lounge entry by a lounge manager who then, with the staff, proceeded to make sure I had Champagne and tried all the food. A photo was taken of me at the end of it with the staff, clearly to report back that I had been and been given a good time.
The other one, which honestly surprised me, was the fact that I wrote about Boeing and Airbus vying for the Qantas Project Sunrise order. A friend works in Airbus and informed me that my post was circulated around internally by the Marketing team as part of their round up of news.
I've also done things like writing about Aer Lingus having dated crew uniforms and a month or two later they announced they were bringing in new ones. Plus a couple of other things I've pointed out have been changed down the line. Not to say I have any influence, because I am a minor nothing in the grand scheme of blogging, but they do pay attention to what is out there.
I'm firmly in the camp that BA do read and monitor and take on board what happens on FlyerTalk (and around the Internet in general). The reason for this, I believe, is that feedback from a subset of people who use the carrier regularly is perhaps more important than the once a year person complaining about something that they probably contributed to with their own behaviour by not knowing the ropes.
Though not FlyerTalk, I also have experience from blogging. I wrote a lukewarm post about my experience in QR's Al Mourjan lounge in Doha and someone shared it on the QR forum on here. Next time I went through the lounge, I was met at the lounge entry by a lounge manager who then, with the staff, proceeded to make sure I had Champagne and tried all the food. A photo was taken of me at the end of it with the staff, clearly to report back that I had been and been given a good time.
The other one, which honestly surprised me, was the fact that I wrote about Boeing and Airbus vying for the Qantas Project Sunrise order. A friend works in Airbus and informed me that my post was circulated around internally by the Marketing team as part of their round up of news.
I've also done things like writing about Aer Lingus having dated crew uniforms and a month or two later they announced they were bringing in new ones. Plus a couple of other things I've pointed out have been changed down the line. Not to say I have any influence, because I am a minor nothing in the grand scheme of blogging, but they do pay attention to what is out there.
I'm firmly in the camp that BA do read and monitor and take on board what happens on FlyerTalk (and around the Internet in general). The reason for this, I believe, is that feedback from a subset of people who use the carrier regularly is perhaps more important than the once a year person complaining about something that they probably contributed to with their own behaviour by not knowing the ropes.
Dec 4, 2018, 11:17 am
#43
Join Date: May 2013
Posts: 6,349
I'm firmly in the camp that BA do read and monitor and take on board what happens on FlyerTalk (and around the Internet in general). The reason for this, I believe, is that feedback from a subset of people who use the carrier regularly is perhaps more important than the once a year person complaining about something that they probably contributed to with their own behaviour by not knowing the ropes.
And what does "contributed to with their own behaviour by not knowing the ropes" mean - what behaviour/ropes am I supposed to know to fly occasionally on BA? Is there some secret code?
Dec 4, 2018, 11:36 am
#44
Fontaine d'honneur du Flyertalk
Join Date: Jul 2001
Location: Morbihan, France
Programs: Reine des Muccis de Pucci; Foreign Elitist (according to others)
Posts: 19,179
I was anxious that it had been me as I would have come back and said if I could get no further so that at least you would know. I am quite tenacious!
Dec 4, 2018, 11:42 am
#45
FlyerTalk Evangelist
Join Date: Nov 2011
Location: Brighton. UK
Programs: BA Gold / VS /IHG Diamond & Ambassador
Posts: 14,196
The reason for this, I believe, is that feedback from a subset of people who use the carrier regularly is perhaps more important than the once a year person complaining about something that they probably contributed to with their own behaviour by not knowing the ropes.
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.