10h delay? Really? No support from BA
Mar 5, 2019, 4:58 am
#31
Join Date: Apr 2007
Location: London
Programs: BA GGLfL
Posts: 1,342
That wouldn't have been any help to you, your inbound arrived 35 minutes after you say your onward flight was scheduled to depart for TXL. For future reference, if you are to be met from a flight by the Concorde Team or the Premium Transfer team you will be notified on board by the CSD/M shortly before arrival.
I see in your topic title you say you had no support from BA, but it looks like you were rebooked and had the agents in the CCR trying to assist too.
That said, I understand your frustration at the apparent lack of priority,
I see in your topic title you say you had no support from BA, but it looks like you were rebooked and had the agents in the CCR trying to assist too.
That said, I understand your frustration at the apparent lack of priority,
I'm with the OP on this. I would have expected someone from the Concorde Team to have proactively made arrangements for him/her.
Mar 5, 2019, 5:01 am
#32
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,926
Absolutely.
Mar 5, 2019, 5:02 am
#33
Join Date: Oct 2016
Posts: 698
OP, hope you get there quickly.
It’s clear that, in this case, GGL and First gets you no extra support on the ground.
The impression given on here sometimes is that BA would charter a private jet for such a passenger.
Did the crew even help before landing? Let’s hope the IPad showed your status and missed connection.
It’s clear that, in this case, GGL and First gets you no extra support on the ground.
The impression given on here sometimes is that BA would charter a private jet for such a passenger.
Did the crew even help before landing? Let’s hope the IPad showed your status and missed connection.
Mar 5, 2019, 5:14 am
#34
Original Poster
Join Date: Nov 2017
Location: Germany
Programs: BA GGL, CCR - TK G
Posts: 809
OP, hope you get there quickly.
It’s clear that, in this case, GGL and First gets you no extra support on the ground.
The impression given on here sometimes is that BA would charter a private jet for such a passenger.
Did the crew even help before landing? Let’s hope the IPad showed your status and missed connection.
It’s clear that, in this case, GGL and First gets you no extra support on the ground.
The impression given on here sometimes is that BA would charter a private jet for such a passenger.
Did the crew even help before landing? Let’s hope the IPad showed your status and missed connection.
I can't say about ticketing of course...i only know that my lhr txl boarding pass should ggl.
I made it to Berlin .. And yes ba helped in the end but with the minimum of what was acceptable and only because I was pushing it.
I am expecting more.. And not too much as other airlines provide this.
If you hold status and have booked an f ticket it is frustrating to be sitting in 28f and get in an argument to not also put your bag under your seat.
Thnx again. See you next time in London.
Mar 5, 2019, 5:19 am
#35
Join Date: Jul 2005
Location: London, ARN, HEL, ..... or MAN
Programs: BA GGL / GFL, Mucci Diamond!, HH Diamond, Radisson Premium, IHG Gold, Hertz Gold
Posts: 5,895
I do feel for the OP in this situation. When I first became GGL, I expected that GGL should get priority on rebooking for IRROPS, or at least a feeling that you're being better looked after if you can't be accommodated on the earliest next flight.
That certainly used to be the case, but in the last couple of years, I've been surprised by a couple of instances where I know that other passengers were re-accommodated ahead of me. In truth, you rarely find out why, so I have learned to moderate my expectations. Only once did I follow up, where I would have had to change my hotel arrangements and I wanted a Customer Service Manager to confirm in advance that BA would cover the additional costs. He did an amazing job of appearing to be surprised that I hadn't been accommodated on one of 2 flights which would have got me to my destination earlier, where other passengers were given seats.
That certainly used to be the case, but in the last couple of years, I've been surprised by a couple of instances where I know that other passengers were re-accommodated ahead of me. In truth, you rarely find out why, so I have learned to moderate my expectations. Only once did I follow up, where I would have had to change my hotel arrangements and I wanted a Customer Service Manager to confirm in advance that BA would cover the additional costs. He did an amazing job of appearing to be surprised that I hadn't been accommodated on one of 2 flights which would have got me to my destination earlier, where other passengers were given seats.
Mar 5, 2019, 5:33 am
#36
Join Date: Jun 2009
Location: London, United Kingdom
Programs: British Airways Gold
Posts: 2,636
I think OP has a justified sense of annoyance at the circumstances as described. It's not DYKWIA to expect that a very high status passenger in First be prioritized for assistance and re-booking in an IRROPS/misconnect. BA seems to have dropped the ball here
Mar 5, 2019, 6:10 am
#37
Join Date: Feb 2007
Location: London, UK
Programs: BA Gold, Hilton Diamond, IHG Spire
Posts: 1,242
I do feel for the OP in this situation. When I first became GGL, I expected that GGL should get priority on rebooking for IRROPS, or at least a feeling that you're being better looked after if you can't be accommodated on the earliest next flight.
That certainly used to be the case, but in the last couple of years, I've been surprised by a couple of instances where I know that other passengers were re-accommodated ahead of me. In truth, you rarely find out why, so I have learned to moderate my expectations. Only once did I follow up, where I would have had to change my hotel arrangements and I wanted a Customer Service Manager to confirm in advance that BA would cover the additional costs. He did an amazing job of appearing to be surprised that I hadn't been accommodated on one of 2 flights which would have got me to my destination earlier, where other passengers were given seats.
That certainly used to be the case, but in the last couple of years, I've been surprised by a couple of instances where I know that other passengers were re-accommodated ahead of me. In truth, you rarely find out why, so I have learned to moderate my expectations. Only once did I follow up, where I would have had to change my hotel arrangements and I wanted a Customer Service Manager to confirm in advance that BA would cover the additional costs. He did an amazing job of appearing to be surprised that I hadn't been accommodated on one of 2 flights which would have got me to my destination earlier, where other passengers were given seats.
Also I would say 80% BA employee thinks Gold=GGL and probably around the 99.9% thinks GGL=GGL+CCR. One of the issue is with BA that it never created a tier above Gold (like AA,etc) just extended the Gold card with some perks (really great ones) if you reach more tier points but on the ground level you are just Gold. CIV score?? Generally no one within BA knows what is it for or what does that mean. So when it comes with IRROPS it is entirely possible that someone got a task to do it in 3 min who most likely has no idea how to prioritise customers. Sometimes when you got those who really care for customers the outcome can be excellent but it is not the official BA Corp policy nowadays.
Mar 5, 2019, 6:23 am
#39
Original Poster
Join Date: Nov 2017
Location: Germany
Programs: BA GGL, CCR - TK G
Posts: 809
For me it is the simple things that are hard to understand..
OK. Somehow I didn't get recognized as ggl. Already on board it was obvious as how the csm (not) talked to. I can live with that. Then I got dropped at rebooking . OK.
But why is there no extra line for first and Club rebooking at t5 connection ? It is closed.
Why is there only 1 attendant in the first wing so that after 10min waiting the hostess guides me outside to the club ticketing where they have no clue about giving me a stand by priority??
And finally in the ccr a fit lady helped me out to get the downgraded economy stand by seat.
Last row, last at immigration .
And then why do I have to argue on board with the fa to please allow me to. Put my small bag in the overhead ? And after I politely explain that I had a club ticket 3h earlier and I am ggl if I may keep at least the foot space in 28f . He turns away arrogantly saying pff. Then leave it I don't care.
Instead of saying oh Mr p.. I'm so sorry to what happened You must have had a rough day. I will make sure I look after you on that flight .. Like they do at Singapore airlines .?
Its called customer service . And it's free.
OK. Somehow I didn't get recognized as ggl. Already on board it was obvious as how the csm (not) talked to. I can live with that. Then I got dropped at rebooking . OK.
But why is there no extra line for first and Club rebooking at t5 connection ? It is closed.
Why is there only 1 attendant in the first wing so that after 10min waiting the hostess guides me outside to the club ticketing where they have no clue about giving me a stand by priority??
And finally in the ccr a fit lady helped me out to get the downgraded economy stand by seat.
Last row, last at immigration .
And then why do I have to argue on board with the fa to please allow me to. Put my small bag in the overhead ? And after I politely explain that I had a club ticket 3h earlier and I am ggl if I may keep at least the foot space in 28f . He turns away arrogantly saying pff. Then leave it I don't care.
Instead of saying oh Mr p.. I'm so sorry to what happened You must have had a rough day. I will make sure I look after you on that flight .. Like they do at Singapore airlines .?
Its called customer service . And it's free.
Mar 5, 2019, 6:34 am
#40
Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 6,399
Can remember reading, just a few months ago, of a brand new customer service iniitiative planned for Heathrow and announced by BA with some excitement.
It was heralded as a multi-million pound investment which would involve, among other things, “staff empowered and trained to work across the terminal to solve any problem”
Does anyone know if it has got going yet .... ?
British Airways - BRITISH AIRWAYS EMPOWERS ITS PEOPLE AT HEATHROW TO ASSIST CUSTOMERS WITH ANY TRAVEL ISSUE
It was heralded as a multi-million pound investment which would involve, among other things, “staff empowered and trained to work across the terminal to solve any problem”
Does anyone know if it has got going yet .... ?
British Airways - BRITISH AIRWAYS EMPOWERS ITS PEOPLE AT HEATHROW TO ASSIST CUSTOMERS WITH ANY TRAVEL ISSUE
Mar 5, 2019, 7:52 am
#43
Join Date: Apr 2008
Programs: Confirmed
Posts: 1,091
How about a boarding pass printer on all long haul aircrafts? Satellite connected anyway. For BCBPs just reissue via ba.com and for others, print.
There is a proactive rebooking mechanism in place, just extend it onboard larger long haul aircrafts.
May I suggest this idea to BA?
There is a proactive rebooking mechanism in place, just extend it onboard larger long haul aircrafts.
May I suggest this idea to BA?
Mar 5, 2019, 8:27 am
#44
Join Date: Jul 2017
Programs: BA, SW, IAG
Posts: 143
Mar 5, 2019, 9:21 am
#45
Moderator: British Airways Executive Club
Join Date: Nov 2010
Location: TPA/ABZ
Programs: BA Lifetime Gold. GGL/CCR.
Posts: 13,248