Do you think anyone at BA takes any notice of what we say?
Dec 3, 2018, 4:09 pm
#1
A FlyerTalk Posting Legend
Original Poster
Join Date: Aug 2006
Location: Argentina
Posts: 40,211
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?
Do they?
Dec 3, 2018, 4:25 pm
#2
Join Date: Oct 2015
Location: London
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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.
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.
Last edited by CloudGazer; Dec 4, 2018 at 1:49 am
Dec 3, 2018, 4:28 pm
#4
Join Date: Oct 2015
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Probably, but not as their only source for sure; many make suggestions that would bankrupt an airline in no time.
Dec 3, 2018, 4:47 pm
#5
Join Date: Sep 2013
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Posts: 6,399
Good question.
It’s 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 it’s (finally) on its way, so we’re told.
But overall .... ? No, it’s 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.
It’s 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 it’s (finally) on its way, so we’re told.
But overall .... ? No, it’s 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.
Dec 3, 2018, 4:48 pm
#6
Moderator: British Airways Executive Club, Iberia Airlines, Airport Lounges and Environmentally Friendly Travel
Join Date: Jan 2003
Location: London, UK
Posts: 22,213
Members here campaigned hard for BA.com to show booking classes on BA.com’s fare explorer. BA’s team listened, consulted, and implemented this functionality to its website. That initiative led to this...
Dec 3, 2018, 4:51 pm
#7
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Dec 3, 2018, 4:59 pm
#9
Join Date: Jun 2009
Location: MME (midway between NCL and LBA)
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Posts: 743
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.
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.
Dec 3, 2018, 5:46 pm
#10
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
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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.....
(it has mini portions within).
It could be a total coincidence.....
Dec 3, 2018, 7:37 pm
#12
Join Date: Jan 2010
Posts: 7,464
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).
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).
Dec 3, 2018, 7:41 pm
#13
Join Date: Aug 2010
Location: London Stratford, E7
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Posts: 3,381
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.
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.
Dec 3, 2018, 8:33 pm
#14
Join Date: Aug 2002
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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.