Originally Posted by
SWBKCB
Call centre staff will be going off the information presented to them - there is usually little scope to go "off script".
The trouble is BA Senior Management appear not to care they are breaking the law. Although no EU261 payment will be due if the cause is truly weather directly affecting the flight concerned, you are entitled to rerouting on any available flight under the regulations. They would be far better booking IB than LH, AF, KL etc as it would keep the revenue within the family so to speak. I just don’t get it.
It is all about the short term and not long term. BA are getting very little of my business now until they change their approach and focus on their customers. They appear to be into a tailspin toward the bottom in respect of customer service. They would be better off delivering improved service IMHO and have customers confident that when there is disruption they will go above and beyond. That way they should be able to command a
premium but they have pi55ed off so
many it now has to come down to
price competition - a very slippery slope - again IMHO.