Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > British Airways | Executive Club
Reload this Page >

Do you think anyone at BA takes any notice of what we say?

Do you think anyone at BA takes any notice of what we say?

Old Dec 3, 18, 5:09 pm
  #1  
FlyerTalk Evangelist
Original Poster
 
Join Date: Aug 2006
Location: Argentina
Programs: BAEC/IB
Posts: 38,347
Do you think anyone at BA takes any notice of what we say?

Seems hardly a day goes by on here when someone has something negative/positive to say about British Airways and it got me wondering.

Do they?
PUCCI GALORE likes this.
HIDDY is offline  
Old Dec 3, 18, 5:25 pm
  #2  
 
Join Date: Oct 2015
Location: London
Programs: BAEC Gold, Hotels.com Gold
Posts: 567
I met someone who works in IT for BA on a BA flight. She knew of FlyerTalk and, although it wasnt her team, said she understood that they'd used the "site issues with BA.com" thread in the past.

For more strategic topics: whilst there are good suggestions and valid opinions here on the forum I'd suggest that the signal to noise ratio would be too low for BA to use.
HIDDY likes this.

Last edited by CloudGazer; Dec 4, 18 at 2:49 am
CloudGazer is offline  
Old Dec 3, 18, 5:25 pm
  #3  
 
Join Date: Jul 2006
Location: Quite close to NQY
Programs: BAEC Silver,clubcard,clubcard plus, BA Amex................ And Mucci x3 ;)
Posts: 9,433
noooooope
HIDDY likes this.
cornishsimon is offline  
Old Dec 3, 18, 5:28 pm
  #4  
 
Join Date: Oct 2015
Location: London, UK
Programs: BAEC GGL/CCR, HH Diamond, BW Diamond, Blue Peter Badge Holder
Posts: 3,526
Probably, but not as their only source for sure; many make suggestions that would bankrupt an airline in no time.
SpeedbirdLHR, HIDDY and Mitglied like this.
navylad is offline  
Old Dec 3, 18, 5:47 pm
  #5  
 
Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 5,681
Good question.

Itís always dangerous to presuppose cause and effect, but sometimes FT-ers do reflect wider opinion. Many BA flyers have been waiting a long time for a new / better business class seat, and itís (finally) on its way, so weíre told.

But overall .... ? No, itís highly doubtful they take any notice. If they did, the airline would sit much higher in consumer survey rankings ; and there would be far less need for the same cut & paste responses to service or product-related grievances.
Dover2Golf likes this.
subject2load is offline  
Old Dec 3, 18, 5:48 pm
  #6  
Moderator: British Airways Executive Club, Iberia Airlines, Airport Lounges and Carbon Conscious Travel
 
Join Date: Jan 2003
Location: London, UK
Posts: 20,478
Members here campaigned hard for BA.com to show booking classes on BA.comís fare explorer. BAís team listened, consulted, and implemented this functionality to its website. That initiative led to this...
Attached Images  
Prospero is offline  
Old Dec 3, 18, 5:51 pm
  #7  
FlyerTalk Evangelist
Original Poster
 
Join Date: Aug 2006
Location: Argentina
Programs: BAEC/IB
Posts: 38,347
Originally Posted by Prospero View Post
Members here campaigned hard for BA.com to show booking classes on BA.comís fare explorer. BAís team listened, consulted, and implemented this functionality to its website. That initiative led to this...
That's encouraging to see Prospero. ^
HIDDY is offline  
Old Dec 3, 18, 5:53 pm
  #8  
 
Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 5,681
Originally Posted by HIDDY View Post
That's encouraging to see Prospero. ^
Helps you to amass all those TPís HIDDY ^
subject2load is offline  
Old Dec 3, 18, 5:59 pm
  #9  
 
Join Date: Jun 2009
Location: MME (midway between NCL and LBA)
Programs: BA Gold, AF/KL Gold, Hilton Gold, Nordic Choice Gold
Posts: 662
I think most consumer facing businesses would love to have such a valuable resource available as FT, especially one as complex as an airline. Of course FT users are not really a representative sample of BA’s customers but they are incredibly engaged with the company’s activities.

Probably the biggest challenge is having someone experienced enough in the company who can dedicate enough time to read the forum on a regular basis, identify the relevant/important (and changeable) issues, then get them put in front of the key decision makers within BA.

Unfortunately one could imagine this sort of role being given to an intern but for me it would need to be someone with a deep understanding of the commercial drivers of the BA business and why it’s business processes are the way they are. Without such a person some of the crazier ideas on here would get put in front of senior managers and the experiment would be killed.
tigertanaka is offline  
Old Dec 3, 18, 6:46 pm
  #10  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 47,253
A couple of weeks after complaints went around this forum about Marmite availability, this tub made an appear in the 2 LHR Flounges


(it has mini portions within).

It could be a total coincidence.....
corporate-wage-slave is online now  
Old Dec 3, 18, 7:48 pm
  #11  
 
Join Date: May 2002
Location: Arizona
Posts: 4,802
Yes just pick up the special hot line phone in the Concorde lounge before your flt 001 departs and you speak direct to executive offices. Yes that was a real thing long ago.
Centurion is offline  
Old Dec 3, 18, 8:37 pm
  #12  
 
Join Date: Jan 2010
Posts: 7,455
Whilst not strictly via FT (too much noise/complaining/unrealistic expectations), the key fundamental points do get brought up at the high value customer events - some of which are implemented in some shape or form.

The other being quick comments to the Supervisor/Management team in the CCR can help to get suggestions taken onboard (more specific to lounges, granted).
rossmacd is offline  
Old Dec 3, 18, 8:41 pm
  #13  
 
Join Date: Aug 2010
Location: London Stratford, E7
Programs: BAEC Gold! Thanks to FT
Posts: 2,453
I think we all expect things to change immediately. It’s interesting to see some things change eg why Club Europe catering changes 18 months after previous changes.

When I worked in customer relations for a company we produced a monthly log of top complains and complaints by function. The heads of those funcitions had to put steps in place to reduce complaints be that by IT fixes or procedural changes. I’d like to think BA would kind of do the same but we often get complaints re group boarding, hand baggage etc you’d think quite easy fixes but there are still inconsistencies.

I feedback after every flight. It’s mostly this was good, that was great etc but this could have been better and the responses are always specif to my feedback.

I do wonder if BA have a staff suggestion scheme where they can make suggestions which are evaluated and progressed if deemed good.
KeaneJohn is online now  
Old Dec 3, 18, 9:33 pm
  #14  
 
Join Date: Aug 2002
Location: YYZ/MGA
Programs: AA 1MM Lifetime Gold, AA Platinum, WS Gold, Marriott Bonvoy Gold
Posts: 7,601
Originally Posted by CloudGazer View Post
I met someone who works in IT for BA on a BA flight. She knew of FlyerTalk and, although it wasnt her team, said she understood that they'd used the "site issues with BA.com" thread in the past.
WestJet forum has employees that reply which is good though I hope it is not the Twitter team who have been wrong with me 98% of the time until I repeat the question and ask for a more senior person to go over the deets. I cannot imagine airlines and hotels don't look at this similarly to social media but don't reply because it winds up being all DM fodder anyway.
ricktoronto is offline  
Old Dec 3, 18, 10:37 pm
  #15  
 
Join Date: May 2013
Posts: 6,346
Like most large corporates I am sure BA do some form of social media scan.

However I imagine the real influence of FT is extremely low.
simons1 is offline  

Thread Tools
Search this Thread
Search Engine: