LHR ground staff now subcontracted and dreadful
#16
Join Date: Mar 2013
Location: HSV (formerly AUS)
Programs: AA MM (like it matters!) All of my flying was personal travel, and COVID-19 stopped that.
Posts: 223
I'd forward this report to TG. The service you describe from the LHR contracted personnel is not remotely the kind of service I'd expect from TG, and it is not something I'd expect them to consider acceptable.
#17
Join Date: Jul 2013
Location: BKK
Programs: TG ROP Platinum, M&M Senator, IHG Platinum, Accor Platinum
Posts: 8,273
#18
Original Poster
Join Date: Nov 2004
Location: Commuting between London & Jakarta
Programs: Thai Airways ROP *G; British Airways Executive Club Silver
Posts: 333
I emailed them today and will let everyone know their response (I also complimented them on the excellent service I received from the London reservations office and the BKK-CGK cabin crew). The new LHR agents need to seriously up their game and I think it's a BIG mistake that there don't seem to be any native Thai speakers there now either. First impressions count.
#19
Original Poster
Join Date: Nov 2004
Location: Commuting between London & Jakarta
Programs: Thai Airways ROP *G; British Airways Executive Club Silver
Posts: 333
your message (to customer services) was deleted without being read
oh dear...
Last edited by dinbangkok; Feb 25, 2018 at 5:48 am Reason: not finished post
#22
Original Poster
Join Date: Nov 2004
Location: Commuting between London & Jakarta
Programs: Thai Airways ROP *G; British Airways Executive Club Silver
Posts: 333
A well articulated reply
I stand corrected, you are absolutely right BinSabai
Here's the response I received this morning:
====
Thank you for your email regarding your flights on board (London-Bangkok-Jakarta) on 8 and 9 February 2018.
It is delightful to receive such a commendation of our in-flight service on board TG433 from Bangkok to Jakarta on 9 February 2018 and to learn that particular aspects of service of our London ticketing office added an extra sparkle to your experience during your flight on this occasion. Your appreciative email is a form of recognition for our staff’s outstanding work, and will be forwarded to the relevant department in acknowledgement of the quality of their performance.
However, we are very concerned to learn that there was the disruption of your experience while checking in for your flight TG911 from London to Bangkok on 8 February 2018. We quite understand how frustrating it was for you in the circumstances and please accept our sincere apology for the inconvenience caused. We do value your comments and will direct them to the responsible units for their attention, so that they will look into the matter and take action as necessary. Indeed, we do appreciate your taking the time to write as it is through such feedback we are able to monitor our service.
It is a privilege and joy to provide service to you. We look forward to your continued patronage and trust that your next flight with THAI will be pleasant and comfortable as much as possible.
Sincerely yours,
====
Here's the response I received this morning:
====
Thank you for your email regarding your flights on board (London-Bangkok-Jakarta) on 8 and 9 February 2018.
It is delightful to receive such a commendation of our in-flight service on board TG433 from Bangkok to Jakarta on 9 February 2018 and to learn that particular aspects of service of our London ticketing office added an extra sparkle to your experience during your flight on this occasion. Your appreciative email is a form of recognition for our staff’s outstanding work, and will be forwarded to the relevant department in acknowledgement of the quality of their performance.
However, we are very concerned to learn that there was the disruption of your experience while checking in for your flight TG911 from London to Bangkok on 8 February 2018. We quite understand how frustrating it was for you in the circumstances and please accept our sincere apology for the inconvenience caused. We do value your comments and will direct them to the responsible units for their attention, so that they will look into the matter and take action as necessary. Indeed, we do appreciate your taking the time to write as it is through such feedback we are able to monitor our service.
It is a privilege and joy to provide service to you. We look forward to your continued patronage and trust that your next flight with THAI will be pleasant and comfortable as much as possible.
Sincerely yours,
====
#24
Original Poster
Join Date: Nov 2004
Location: Commuting between London & Jakarta
Programs: Thai Airways ROP *G; British Airways Executive Club Silver
Posts: 333
I'm fine with it. It's well written and I'm not seeking any kind of compensation as after all I didn't suffer any material loss in the end. I have written before with compliments on service and will always make a point of doing so if I feel the service warrants comment. I hope with regard to London ground staff that they take it as seriously as they suggest they do as it seriously lets them down in a city which I'd imagine is extremely important to them.
#25
Join Date: Aug 2018
Location: London
Programs: Thai Royal Orchid Plus *A Silver
Posts: 9
The LHR T2 economy check in is awful... I’ve had pretty comical experiences there. Self service for 6 airlines with the staff to assist clearly struggling. The queue management was a joke. I feel embarrassed for travelers from other countries that have to endure this.
#26
Suspended
Join Date: May 2011
Location: London
Programs: *A G, OW S.
Posts: 996
Most airlines then have a number of desks open for premium passengers and there is rarely much of a wait except for LH. When T2 opened I remember asking a number of the staff on the premium desks how they liked their new work place and was surprised that most said that while the environment was a big improvement they often found they were doing nothing at the premium desks but had to watch people struggle with economy check in when they would rather have been helping.
#27
Join Date: Jan 2001
Location: UK
Posts: 371
I have now attained the dizzy heights of Royal Orchid Silver, and BKK check in put Priority tags on my baggage, on my return flight I left the tag on and the baggage check in staff informed me at LHR that the Priority scheme was not valid at Heathrow.
#29
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 10,116
Exclusively on THAI
3,000 Threshold Bonus Miles each time Silver status is attained or retained.
Priority Baggage Handling
Additional Baggage Allowance - 10 kgs. (except when the piece concept applies and may not be available at all THAI destinations)
3,000 Threshold Bonus Miles each time Silver status is attained or retained.
Priority Baggage Handling
Additional Baggage Allowance - 10 kgs. (except when the piece concept applies and may not be available at all THAI destinations)
#30
Join Date: Aug 2005
Location: BKK
Programs: Mucci Chevalier de la Brosse a Cheveux Dore, SK *GfL, BA Gold, WY G, HH DIA, IC Plat Amb., Hertz PC
Posts: 3,623