Not mine, but someone who has written to the Daily Telegraph. A tale of cheating, STD, and Family Accounts….
https://www.telegraph.co.uk/money/katie-investigates/british-airways-forcing-share-avios-account-cheating-ex-husband/

Dear Katie,

My marriage ended very painfully and the past few years have been a very difficult and upsetting time for me. My ex-husband and I are now divorced, having split our assets through solicitors, and we are not on speaking terms.

We used to have a British Airways American Express joint credit card, which we used to collect Avios points. As part of our settlement we kept our own Avios points, yet our points are still being held jointly in one of British Airways’ family and friends-style “household accounts”.

I have contacted British Airways on several occasions to ask it to remove me from this household account, but I am still trapped. I asked on more than one occasion to speak to senior managers in the call centres, who seem to say it is policy and they physically cannot remove me. They say I have to ask my ex to remove me from the account.

It seems madness, but having then searched the internet it seems there are others in this situation. I am not prepared to contact my ex-husband so he has access to seeing whatever points I obtain and what flights I’m going on.

 

Sounds all fairly normal mis-service...

 

I’ve never heard of a one-off visit to GF as a service recovery gesture before.

 

It’s almost as if BA management look at every issue these days and think “hmmmm, how can we make this as complicated and nonsensical for all parties involved”. Perhaps they get a bonus for performance related stupidity.

 

And with all due respect, one visit to GF seems a pitiful response.

 

The thing that gets me is that someone ("a senior manger") took the trouble to call and yet "wasn�t awfully apologetic".
This is public relations 101: you screwed-up, own it.
Turn an unhappy customer into one who feels listened-to, believed and who will use the business again.

 

I�m mostly a bit gobsmacked that the agony-aunt �consumer champion� put a whole load of lurid details about the divorce in the response that weren�t in the letter�?! Presumably neither is verbatim reproduction of the respective missives, but that�s an odd look to give to yourself.

 

Usually with these columns the actual letter is edited down and some details are added in the response. I'm not especially sure why, perhaps to make them both similar lengths.

 

New avenue to get redress from BA:
- email
- call
- Twitter
- rant on FT and hope BA lurker picks up
- contact agony aunt of local newspaper

 

Indeed I presume that to be the case, but it's hardly relevant to a consumer's complaint column and moving it to the response just gives the impression that the agony-aunt "consumer champion" is airing dirty laundry that the consumer isn't. Unlikely to be encouraging to potential future consumers, you'd have thought.

On the subject of the complaint, seems like any adult BAEC member ought to be able to withdraw from a Family account and it's a bit puzzling why there was any resistance to it.

 

All a bit melodramatic if you ask me.
Someone should get in touch and invite her to the forum.

 

Damn. Based on the title, I was so excited to hear about [MENTION=201181]muscat[/MENTION]'s life here.

 

I would have thought that holding information in a manner that it can be retrieved by a third party (ie the ex) would be a breach of GDPR.

 

A big clap for Katie then.

 

Insert Captain America �I understood that reference� meme here.