So the husband and I both submitted complaints to BA about the dreadful pissenwasser interlude back in May and we both received two responses. The first was from India and gave two completely different and false excuses for the service failure but ended up as a usual BA fob-off. Then from BAEC UK (same complaint, submitted only once) we both received the real story of the cock-up and promise of a bottle of Verve (sic) Clicquot as compensation. So far, so usual, the one arm of BA doesn't know what the other is doing and India lies to you, we knew all that.

Last week this outfit called "Sensible Wine Services" tried to deliver my bottle but, of course, I was at work. Called back and they promised to re-arrange delivery to my office Friday. No sign by today so I call back and they promise to call me straight back. No returned call. Now I am feeling pissed off with BA again for choosing this outfit who are wasting my time instead of Berry Brothers or even Tesco for God's sake! (They are clearly a two man outfit, based in somewhere I've never heard of in Kent.) I wouldn't be surprised to learn that they're the same people who sold BA the pissenwasser in the first place!

And the husband? Well no-one has even tried to deliver him a bottle even though his email came well before mine, some three weeks ago now. So well done BA. It was a nice gesture thoroughly ruined in the execution. Sound familiar folks?

Dear Mr/Mrs Aristoph,

Please wait for Terminal 5. Everything will be better then. Maybe.

Gupta Harbajinder Patel
British Airways Customer Relations Insult Team

PS for amusement value here is one of the BAngalore f**k off and stop complaining emails. It is a classic of the genre, complete with cringeworthy typos!

Dear Mr aristoph's husband

Thank you for coming back to Rizwan. [Who he? ] I am pleased to reply on his behalf. [Why? What's happened to Rizwan, whoever he is?]

I am really sorry you could not get your first choice of drink on your flight to London Heathrow with us. [Not as sorry as I was. And champagne is my only choice of drink! ] I can understand how very irritating it must have been to be offered an alternative of wine - particularly as you had requested for a champange. [sic]

Given the space available in an aircraft galley, I am afraid it is not possible to carry the full range of drink choices for every single passenger. However, we deliberately carry significantly more drinks than we think we will need in the Club Europe cabin to try to give you the choice you want. [We were in row one, both directions, inbound and outbound. You didn't run out, you just didn't have any. In fact you had the dreadful pissenwasser as a direct substitute for champange, whatever that is. Why are you lying to me?]

When we load the aircraft, we use historical information to build a picture of our customers’ preferences on each route. We got the balance wrong on the days you were travelling - I'm sorry. I know it doesn’t make up for your disappointment, but the cabin crew will have reported it to our senior catering manager for that route immediately after the flight. [The crew were mortified to offer the pissenwasser and, unlike you, knew that it was a general supply cock-up.] Our catering team do continually monitor our customers’ comments and change the meals on board as a result.

We do value your business and recognise that you have a right to expect a great deal when you travel in our Club Europe cabin. We are determined to get our entire food and drinks service right for our customers.

Thank you again for your email and for giving us the opportunity to respond to your concerns. [Oh, that's ok then, I'm glad I gave you that opportunity and you feel good about your response.]

Best regards

Supriya Jaitapkar

British Airways Customer Relations

But excuse me, it's Mr and Mr aristoph.

My impression is that BA fired off a list of names/addresses along with a purchase requisition order to Sensible Wines as there was no cover letter attached to the delivery I received.

BA also wrote to me apologising for the supply problems and arranged to send a bottle of champagne with its compliments. I was at work when Parcel Force tried to deliver this but I was able to collect it from my local post office. Sensible Wines obviously using different logistic companies for different parts of the country.

For what it's worth, I received a 75cl bottle of Vve Pelletier & Fils Brut. A lovely gesture but Blue Top would have added some comedy value.

Yes, in London they seem to be doing it themselves as the delivery note was a half-torn piece of paper with their contact details on.

But I was specifically promised Verve Clicquot!!!

Well not heard a peep after filling out an on board commnet card.

I'm stunned. Replace "pissenwasser" with "car insurance policy" and CE with an insurance company name, even the heathrow bit and it's the same letter. What a way to save to storing data - standardisation of B*llSh*t!

Must admit all EC staff I have spoken too have been great (Georgies usually) and like you the crew were mortified at the pissenwasser episode. Last time the stuff was served the crew even said "i'm sorry..." before advising why.

I do think some kudos is due to BA here for at least attempting some sort of service recovery intervention, however poorly executed.

Constant negativity will not encourage them to raise the bar; in this case it seems you'd rather they hadn't bothered trying to give you a bottle of fizz to say "sorry".

Have to agree with krug.

Even lowly Blue's are sent surprise gifts from BA - my wife received a very expensive bouquet as a sorry for a bag that went on a four week holiday of its own, a very nice gesture on BA's part. ^

Agree with Krug. Keep Knocking them down and one day they won't pop back up or even try and we'll be the worse for it.

Careful, or I'll start correcting the grammar in your posts again. ;-)

Are you the same person who made the previous post in this thread?

Ah, I see. I'll restrict my complaints in future to the CEO of companies which make billions in profits shall I? http://www.flyertalk.com/forum/showt...41#post7826141

Seriously, I don't give a damn about the Verve, especially not when Tesco will sell me PJ (which I much prefer) for £12.50 a bottle. My post was intended to be a light-hearted comment on the inefficiencies of BA customer service, BAngalore versus BAEC, and how even when companies try to apologise to customers poor execution can end up achieving the opposite result. It is a theme which is regularly discussed on here but, for some reason, tonight it is "bad karma" even to raise it.

Understand your point aristoph.

The kind gesture we got from BA left a lasting impression but I am sure I shall be the first to complain the next time something goes wrong.
Talking of PJ, I received six bottles of it from Tesco the other day - pity I stay so far away or I would have been delighted to bring one round to you on behalf of BA.