Not enough meals in Club Europe ATH-LHR
Mar 26, 2024, 10:10 am
#31
Join Date: Dec 2023
Posts: 70
This is also LNER's claim when there's no food in first class. Obviously it's one of the core reasons people book the ticket and there's nothing like service recovery that says "actually, you weren't entitled to it in the first place"!
Mar 26, 2024, 10:58 am
#32
Join Date: Feb 2012
Location: London
Programs: Sir Ratechaser Seigneur de la Patience d'un Saint (Mucci), BA Silver, Starbucks Gold
Posts: 2,570
Actually it's not something I need to wonder about for too long, given how obvious the answer is...
Nope, BA is hoping that most people will just consider the £10 to be the extent of any 'compensation'
Mar 26, 2024, 11:01 am
#33
Join Date: Feb 2012
Location: London
Programs: Sir Ratechaser Seigneur de la Patience d'un Saint (Mucci), BA Silver, Starbucks Gold
Posts: 2,570
Please please please don't perpetuate the 'complimentary' food idea. It's not BAs finest hour in trying to wriggle out of delivering what you pay for.
Mar 26, 2024, 11:14 am
#34
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,620
We had a presentation last week where I work (a big UK bank), and they were demonstrating AI use in responding to complaints.
The trials used AI alongside the normal Customer Relation process, so the responses and letters (or emails) were compared. In every single case, the AI response was better than the human response.
I'll predict that all complaints will be handled by AI within 5 years... and probably the majority of other CS interactions.
The trials used AI alongside the normal Customer Relation process, so the responses and letters (or emails) were compared. In every single case, the AI response was better than the human response.
I'll predict that all complaints will be handled by AI within 5 years... and probably the majority of other CS interactions.
Mar 26, 2024, 11:30 am
#35
Join Date: Sep 2016
Programs: Alitalia MilleMiglia, British Airways Executive Club, Iberia Plus, Lufthansa Miles & More
Posts: 7
And Cross Country Trains. There have been no sandwiches available in first class on my last three journeys. It seems that catering "may change or may be withdrawn at any time". Very customer-unfriendly and totally unreasonable.
Mar 26, 2024, 11:49 am
#36
Join Date: Oct 2021
Location: London (née Melbourne)
Programs: Qantas Platinum (Oneworld Emerald)
Posts: 988
We had a presentation last week where I work (a big UK bank), and they were demonstrating AI use in responding to complaints.
The trials used AI alongside the normal Customer Relation process, so the responses and letters (or emails) were compared. In every single case, the AI response was better than the human response.
I'll predict that all complaints will be handled by AI within 5 years... and probably the majority of other CS interactions.
The trials used AI alongside the normal Customer Relation process, so the responses and letters (or emails) were compared. In every single case, the AI response was better than the human response.
I'll predict that all complaints will be handled by AI within 5 years... and probably the majority of other CS interactions.
Years of underinvestment in staff and training... management treating them like the robots that are going to replace them.
Mar 26, 2024, 11:53 am
#37
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,620
But that's the opposite of a decent AI response. The responses I saw were actually tailored to the person and the complaint.
Mar 26, 2024, 11:57 am
#38
Join Date: Oct 2021
Location: London (née Melbourne)
Programs: Qantas Platinum (Oneworld Emerald)
Posts: 988
Most AI customer service chat bots are infuriatingly useless, so that's quite the result. Sounds like your bank has actually spent a lot of money on the AI. I imagine more than they currently pay the human customer relations department they're comparing it to. And they likely trained it on much better responses than the existing templates the human staff are forced to use for their responses.