How long does it take BA customer services to respond to complaints?
Mar 10, 2009, 9:13 am
#1
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Location: Reading, UK
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How long does it take BA customer services to respond to complaints?
I had the unfortunate necessity to travel BA recently LHR-NCE-LHR, as the Star Alliance timetable just isn't helpful to there. First time in over 55 flights, and probably won't be back for that long too.
Had the delight of flying out of T1 and back in to T3 - but the buses are for another thread. No real problems with that, just everything was so temporary.
I did have cause to raise a complaint as I was removed from my allocated/checked-in seat once I was on the plane - duly raised on the BA website, and 10 days later still no response.
Is this really the service you lot put up with, or should I be expecting better? In an exactly similar incident a month ago, SAS responded in 2 working days.
Had the delight of flying out of T1 and back in to T3 - but the buses are for another thread. No real problems with that, just everything was so temporary.
I did have cause to raise a complaint as I was removed from my allocated/checked-in seat once I was on the plane - duly raised on the BA website, and 10 days later still no response.
Is this really the service you lot put up with, or should I be expecting better? In an exactly similar incident a month ago, SAS responded in 2 working days.
Mar 10, 2009, 9:23 am
#3
Join Date: Aug 2008
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Did you receive the email back when you filled in the form with the reference number. If so, you should have the reference number to chase, if not, then that's why BAngalore didn't respond. They didn't receive the initial complaint. Be prepared for the cut and paste response as well.
Mar 10, 2009, 9:25 am
#4
Join Date: Dec 2006
Posts: 1,477
I had the unfortunate necessity to travel BA recently LHR-NCE-LHR, as the Star Alliance timetable just isn't helpful to there. First time in over 55 flights, and probably won't be back for that long too.
Had the delight of flying out of T1 and back in to T3 - but the buses are for another thread. No real problems with that, just everything was so temporary.
I did have cause to raise a complaint as I was removed from my allocated/checked-in seat once I was on the plane - duly raised on the BA website, and 10 days later still no response.
Is this really the service you lot put up with, or should I be expecting better? In an exactly similar incident a month ago, SAS responded in 2 working days.
Had the delight of flying out of T1 and back in to T3 - but the buses are for another thread. No real problems with that, just everything was so temporary.
I did have cause to raise a complaint as I was removed from my allocated/checked-in seat once I was on the plane - duly raised on the BA website, and 10 days later still no response.
Is this really the service you lot put up with, or should I be expecting better? In an exactly similar incident a month ago, SAS responded in 2 working days.
It is a shame you had to use T1 but NCE is moving to T5 at the end of this month and is currently in T3 but the Galleries Club and Galleries First lounges in T3 don't open until May.
Mar 10, 2009, 9:27 am
#5
Join Date: Dec 2004
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I think the point that the OP is making is that SAS did respond to a complaint fairly quickly whereas BA has not, so far.
To the OP, yes sometimes BA CS does take some time to respond, and sometimes doesn't respond at all, but CS response has generally improved considerably in the last year.
To the OP, yes sometimes BA CS does take some time to respond, and sometimes doesn't respond at all, but CS response has generally improved considerably in the last year.
Mar 10, 2009, 9:28 am
#6
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It was explained on the plane - they'd oversold Premium Economy at the last minute, but hadn't bothered to tell me.
In BA's case, they allowed me to board with a seat number in business class, when I'd checked in in economy. So I lost my checked-in window seat at the front and ended up in the middle at the back.
In BA's case, they allowed me to board with a seat number in business class, when I'd checked in in economy. So I lost my checked-in window seat at the front and ended up in the middle at the back.
Mar 10, 2009, 9:28 am
#7
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Did you receive the email back when you filled in the form with the reference number. If so, you should have the reference number to chase, if not, then that's why BAngalore didn't respond. They didn't receive the initial complaint. Be prepared for the cut and paste response as well.
Thanks, I'll chase up (somehow...)
Mar 10, 2009, 9:30 am
#8
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Mar 10, 2009, 9:36 am
#9
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I'm not used to flying on a 757 - a very strange layout.
Mar 10, 2009, 9:39 am
#10
Join Date: Dec 2006
Posts: 1,477
Did you receive the email back when you filled in the form with the reference number. If so, you should have the reference number to chase, if not, then that's why BAngalore didn't respond. They didn't receive the initial complaint. Be prepared for the cut and paste response as well.
Customer Relations can be contacted by the following link http://www.britishairways.com/travel...=searchResults
You can ask BA a question through the following link https://ukprepin.custhelp.com/cgi-bi...ent=contact_us
Mar 10, 2009, 9:40 am
#11
Join Date: May 2006
Posts: 2,774
It was explained on the plane - they'd oversold Premium Economy at the last minute, but hadn't bothered to tell me.
In BA's case, they allowed me to board with a seat number in business class, when I'd checked in in economy. So I lost my checked-in window seat at the front and ended up in the middle at the back.
In BA's case, they allowed me to board with a seat number in business class, when I'd checked in in economy. So I lost my checked-in window seat at the front and ended up in the middle at the back.
Apart from a seat change though, how was the rest of the trip?
Mar 10, 2009, 9:46 am
#12
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Sorry that you were let down during a config change on your flight. The staff at the gate should have picked this up and explained why it was no longer possible for you to have the seat on your boarding pass. Of course finding this out on the aircraft must have been very frustrating and clearly the CR team need to go through this with you. You can call them and they will advise you of the status of your comments.
To really rub it in, a colleague I was flying in was able to stay in his business seat - albeit with economy food service.
As per above, the rest of the service was normal - with pleasant wine. I didn't eat the sandwich offering as I'd already eaten in the airport. I certainly saw nothing that would win me over from *A - it wouldn't be nice to drop back to no status, and BA don't status match!
Mar 10, 2009, 9:50 am
#13
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Mar 10, 2009, 10:05 am
#14
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Mar 10, 2009, 10:09 am
#15
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Yup - which is not my complaint.
I was unhappy that no one was able to tell me this before I got on the plane (at the luggage drop off or at the gate), allowing me to to select a different seat instead of being flung right to the back in a seat I did not choose nor would ever have chosen.
I was unhappy that no one was able to tell me this before I got on the plane (at the luggage drop off or at the gate), allowing me to to select a different seat instead of being flung right to the back in a seat I did not choose nor would ever have chosen.