Customer for Life
Jan 10, 2019, 4:41 pm
#1
Original Poster
Join Date: Dec 2017
Programs: BA Gold, Hilton Silver,
Posts: 151
Customer for Life
BA attracts criticism from all angles and in many cases it is rightfully deserved, be it quality of hot towel or presentation of mixer for G&T 
However today they did something which has gained them a customer for life. I was due to fly on today's BA269 but I was unable to travel due to a family member's ill health. Unfortunately, their health took a steep decline in the night and it is likely they will pass away in the coming hours. Less than 12 hours before the flight I rang BAEC more out of hope more than expectation that I might be able to cancel the flight and at least get some avios back as it was a redemption booking. In less than two minutes on the phone and wanting no proof or medical records BA had changed my ticket from a redemption booking to an open ticket valid for use anytime within the next year. I am both amazed and grateful for this wonderful gesture at what is not an easy time.
However today they did something which has gained them a customer for life. I was due to fly on today's BA269 but I was unable to travel due to a family member's ill health. Unfortunately, their health took a steep decline in the night and it is likely they will pass away in the coming hours. Less than 12 hours before the flight I rang BAEC more out of hope more than expectation that I might be able to cancel the flight and at least get some avios back as it was a redemption booking. In less than two minutes on the phone and wanting no proof or medical records BA had changed my ticket from a redemption booking to an open ticket valid for use anytime within the next year. I am both amazed and grateful for this wonderful gesture at what is not an easy time.
Jan 10, 2019, 4:49 pm
#2
Join Date: Jan 2015
Posts: 81
I am sorry for what you are going through. And I’m glad BA did what they did to, at least, give you some piece of mind. They did something similar for me when my mother unexectedly died one evening while I was overseas. They helped me to return home on the first flight home the following morning and the woman who checked me in not only upgraded me because she said she wanted me to be comfortable in such sad circumstances, but she then asked if she could come around from behind her desk and give me a hug...which she did...and which made me burst into tears because of,her kindnesses. This was four years ago and I am still so grateful.
Jan 10, 2019, 5:08 pm
#3
Join Date: May 2008
Programs: GGL
Posts: 269
I am sorry for what you are going through. And I’m glad BA did what they did to, at least, give you some piece of mind. They did something similar for me when my mother unexectedly died one evening while I was overseas. They helped me to return home on the first flight home the following morning and the woman who checked me in not only upgraded me because she said she wanted me to be comfortable in such sad circumstances, but she then asked if she could come around from behind her desk and give me a hug...which she did...and which made me burst into tears because of,her kindnesses. This was four years ago and I am still so grateful.
Jan 10, 2019, 6:12 pm
#6
Join Date: Jun 2001
Location: Lake Oswego, Oregon or Costa Alegre take your pick
Programs: AS MVPG,
Posts: 1,066
At least they have a kir royale. I am a BA fan after their TLC when I got injured overseas on vacation. The kir royale was the best pain medication. It wasn't cheap but they accommodated us very kindly. Now we will be using BA for our annual treks across the sea on a regular basis. Thanks for posting something positive.
Jan 10, 2019, 6:18 pm
#7
Join Date: Aug 2013
Posts: 8,769
I won't mention that, but I might just add a positive note that many other airlines do this too - including low-costs - so I wouldn't really see it as a reason to devote oneself to BA.
Jan 10, 2019, 6:44 pm
#8
Join Date: Dec 2003
Location: Charlottesville, Va. USA
Posts: 1,752
I will just say that as an AA flyer in the us I don't get as much opportunity to fly ba. However we have flown them to africa, turkey etc. Usually on award tickets(aa miles) in premium cabins. I have always found them to be very good. Perhaps not as good as cx or jl but heads and shoulders above aa.
Jan 11, 2019, 2:13 am
#9
Join Date: Sep 2014
Location: Brexile in ADB
Programs: BA, TK, HHonours, Le Club, Best Western Rewards
Posts: 7,067
I am sorry for what you are going through. And I’m glad BA did what they did to, at least, give you some piece of mind. They did something similar for me when my mother unexectedly died one evening while I was overseas. They helped me to return home on the first flight home the following morning and the woman who checked me in not only upgraded me because she said she wanted me to be comfortable in such sad circumstances, but she then asked if she could come around from behind her desk and give me a hug...which she did...and which made me burst into tears because of,her kindnesses. This was four years ago and I am still so grateful.
Jan 11, 2019, 2:54 am
#10
Join Date: May 2007
Location: London, UK and Occitanie, France
Programs: BAEC Gold
Posts: 517
BA staff have shown me incredible kindness at moments of distress too, and I remain grateful to them. The staff are indeed fantastic.
Sending comforting thoughts to you and your family during the coming hours and days.
Sending comforting thoughts to you and your family during the coming hours and days.
Last edited by Expatbear; Jan 11, 2019 at 2:57 am Reason: Apologies. On reflection my initial comment was off topic.
Jan 11, 2019, 3:00 am
#11
Join Date: Feb 2016
Location: LHR
Programs: BAEC Gold, SkyTeam Elite Plus, Sixt Gold
Posts: 418
Similar gesture for me as well. I booked a redemption ticket to Milan for the holidays with my family, unfortunately I was forced to buy redeem tickets flying into MXP as LIN was not available anymore.
My mum fell seriously ill on 12 Dec evening, rang BA to check whether we could bring our flight forward by 10 days and not only they did so for the three of us but they also had us land in LIN which was a major plus in the situation. I only paid the 35 EUR booking change fee.
The same paid flight would have costed 600 EUR + and would have voided the return leg.
I often criticise BA, but I must say the way the BAEC programme works and the overall quality of service staff is amazing. When I was flying CX the hard and soft product on board was undoubtedly better than BA, but good luck trying to talk to one of their service staff. A 1975 robot would be smarter.
My mum fell seriously ill on 12 Dec evening, rang BA to check whether we could bring our flight forward by 10 days and not only they did so for the three of us but they also had us land in LIN which was a major plus in the situation. I only paid the 35 EUR booking change fee.
The same paid flight would have costed 600 EUR + and would have voided the return leg.
I often criticise BA, but I must say the way the BAEC programme works and the overall quality of service staff is amazing. When I was flying CX the hard and soft product on board was undoubtedly better than BA, but good luck trying to talk to one of their service staff. A 1975 robot would be smarter.
Jan 11, 2019, 3:22 am
#12
Join Date: Sep 2001
Location: UK. BAEC AAdvantage
Programs: Mucci Des Oeufs Brouilles et des Canards
Posts: 3,671
Regrettably I have been travelling with other OW partners to visit my ill mother and grandmother who passed away on separate trips. The first charged me the change fee, the second I'd actually paid a higher fare for greater flexibility, but that still involved a small change fee which wasn't waved. I did have to spend nearly an hour on the phone when I was shifting flights for a 2nd time which were supposed to be free at that stage. Thankfully the call centre person persevered and I eventually understood the fare rules I'd purchased after a couple of chats with her supervisor. Not really the thing I wanted to be doing with my time, but hey ho.
Jan 11, 2019, 4:39 am
#13
Join Date: Dec 2009
Location: Flatland
Programs: AA Lifetime Gold 1MM, BA Gold, UA Peon
Posts: 6,110
A business can achieve very high retention of customers with problems if they resolve them to the customer's satisfaction. Loyalty can be even higher after a successfully resolved problem with the product or service than the loyalty was before the problem happened.
As in this instance.
I hope your life and travels are happier in future.
As in this instance.
I hope your life and travels are happier in future.
Jan 11, 2019, 4:48 am
#14
Join Date: Feb 2009
Posts: 778
Kindness and consideration are so important and it can’t be beaten particularly when combined with good personal customer service - good on you BA! Thank you for posting positive things too so often all we see are complaints and rants... I hope 2019 improves
Jan 11, 2019, 6:49 am
#15
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond
Posts: 3,233
last may i was set to fly SFO-LAX-LHR in CW but had a bout of food poisoning. that combined with traffic i missed the check in cut off for the first leg to LAX (had bag to check) and after a back and forth with AA/BA they booked me on the non-stop SFO-LHR...which i missed as well due to not getting to the international terminal with enough time. so another call, they booked me next evening SFO-LHR -- no questions asked which shocked me as i was fully expecting to pay several hundred $$$ -- and i was not on a flexible ticket.
i've never had such personal issues, but thats when i knew BA loyalty pays off in the end when you really need it.
i've never had such personal issues, but thats when i knew BA loyalty pays off in the end when you really need it.
