BMI
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shuttlebus hits the nail on the head.
That seems typical of the new business model of bmi – “you get what you pay for and it’s your fault if you didn’t read the small print”. It’s the arrogance of a management that’s disconnected from the customers and customer facing staff. It’s why people are walking away from bmi – the pax numbers and load factors don’t lie.
Maybe it’s time you actually listened to your customers: we don’t want to read the small print. We don’t want to check the fare type to see if we can get into the lounge with our loyalty cards (even though the policy seems to be in constant flux, and the lounge staff probably have a different set of information anyway). We don’t want to be stuffed into 26E, with no chance of a seat change, even if the aircraft is half full. We don’t want to queue for hours in a mismanaged check-in area for the two working Self Serve Machines behind your new loco customers, who fly once a year.
It’s time to wake up, smell the coffee and see what this attitude is doing to your customer base – while you still have one.
Unless, of course, the plan is to drop the old customer base! In which case, BA et al. will welcome your old, high fare, loyal, pax with open arms. I hope Mr & Mrs Loco bring you the revenue you need.
That seems typical of the new business model of bmi – “you get what you pay for and it’s your fault if you didn’t read the small print”. It’s the arrogance of a management that’s disconnected from the customers and customer facing staff. It’s why people are walking away from bmi – the pax numbers and load factors don’t lie.
Maybe it’s time you actually listened to your customers: we don’t want to read the small print. We don’t want to check the fare type to see if we can get into the lounge with our loyalty cards (even though the policy seems to be in constant flux, and the lounge staff probably have a different set of information anyway). We don’t want to be stuffed into 26E, with no chance of a seat change, even if the aircraft is half full. We don’t want to queue for hours in a mismanaged check-in area for the two working Self Serve Machines behind your new loco customers, who fly once a year.
It’s time to wake up, smell the coffee and see what this attitude is doing to your customer base – while you still have one.
Unless, of course, the plan is to drop the old customer base! In which case, BA et al. will welcome your old, high fare, loyal, pax with open arms. I hope Mr & Mrs Loco bring you the revenue you need.
Last edited by Evileyes; 10th Mar 2006 at 21:55.
Just another seat number
Join Date: Mar 2002
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A bit of light reading for the bmi coffee break
http://www.airlinequality.com/Forum/brit_mid.htm
And no, not one of those posts is mine. It reinforces the strength of feeling out there. Is Nigel man enough to back down and say - "I got it wrong. Let's REALLY talk to the customer this time and see what kind of acceptable service we can offer that will keep the customers and deliver a profit"
And no, not one of those posts is mine. It reinforces the strength of feeling out there. Is Nigel man enough to back down and say - "I got it wrong. Let's REALLY talk to the customer this time and see what kind of acceptable service we can offer that will keep the customers and deliver a profit"
Trouble as I see it is that plenty of business pax actually are happy to fly easyJet or similar (well it might be their boss who is actually happy). Maybe a dozen times a week I operate a BFS to LTN/STN service where there is 140 on board with only 70 bags. The cabin is half full of suits and laptop cases.
I think they were there before BMI chose to reposition its product and I'm not sure they're going back but that must be the hope at Donnington.
The competition for business pax is cuthroat. Look at EZY, now offering internet checkin, automated check in kiosks, no cabin bag weight or piece limit, 30 min checkin close, a B2B section on the website for company use. The main webpage also gives you booking options on the car park, transfers, hotels, and exec-departure lounges. Plus the option to transfer your ticket to an earlier or later flight with minimal fuss and cost if your meeting overuns or finishes earlier.
Its not a badly thought out business package for the MODERN businesman who probably isn't getting his lovely secretary to make his booking for him from the outer office...
I'm sure BMI will sort it out and there are many more sickly airlines out there who would love to be in the position of BMI.
Cheers
WWW
I think they were there before BMI chose to reposition its product and I'm not sure they're going back but that must be the hope at Donnington.
The competition for business pax is cuthroat. Look at EZY, now offering internet checkin, automated check in kiosks, no cabin bag weight or piece limit, 30 min checkin close, a B2B section on the website for company use. The main webpage also gives you booking options on the car park, transfers, hotels, and exec-departure lounges. Plus the option to transfer your ticket to an earlier or later flight with minimal fuss and cost if your meeting overuns or finishes earlier.
Its not a badly thought out business package for the MODERN businesman who probably isn't getting his lovely secretary to make his booking for him from the outer office...
I'm sure BMI will sort it out and there are many more sickly airlines out there who would love to be in the position of BMI.
Cheers
WWW
Just another seat number
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WWW Well, this MODERN businessman books all of his own travel and frequently uses EZY, where cost and schedule is favourable. The whole EZY experience far exceeds that of bmi - one cabin, one fare class, one set of expectations.
Of course, I'd rather be taking myself, but a CATIII landing at AMS in a PA28 is a little beyond my capabilities....
Of course, I'd rather be taking myself, but a CATIII landing at AMS in a PA28 is a little beyond my capabilities....
Join Date: Aug 2004
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Originally Posted by bmibabyfc
if you book the seat yourself then i suggest when you select the fare, you click where it says "more info about xxxxx fare" - this will tell you what you get, all of the above mentioned and MORE!! its not that hard, really it isnt.
bmibabyfc
bmibabyfc
When a passenger achieves a certain status he/she expects to receive the promised benefits. bmi marketed the fact that silver and gold cardholders could use lounges on any fare, then withdrew this on certain fares. Gold card holders were told that they could use the lounge on any fare, then that they could not, then that they can. Silver card holders were told that they can use the lounge on tiny fares but no miles, the lounge would be withdrawn on tiny fares and miles are back.
Just because I book something now does not mean bmi will not have changed it by the time I fly. As to "its not that hard, really it isnt", why do bmi staff not understand the rules then?
Your condecending attitude to bmi's (former?) customers reflects what is wrong with bmi at the moment.
The website does show incorrect information, but bmi refuse to correct it.
Even the staff do not understand the rules
BMI has really lost the plot with all their different business models, operation types and service levels across the network. I doubt if many of the employees have a full appreciation of what is available to where let alone the travelling public!
There doesn't seem to be any sort of cohesive strategy and no-one seems to be able to make a definative decision about anything which is why every few months there is some sort of half-baked product re-hash (witness the removal of business class on some routes but keeping it on four!!!!) and the airline doesn't seem to know whether it is scheduled or charter, full service or low-cost, long-haul or short-haul or regional!!!
And the strapline "Heathrow's most punctual british airline (in Q2 2005)" is top class!!!! That must have taken real genius to think up!!
It's going to take a miracle to save them at this stage. They seem to have well and truly missed the boat.
There doesn't seem to be any sort of cohesive strategy and no-one seems to be able to make a definative decision about anything which is why every few months there is some sort of half-baked product re-hash (witness the removal of business class on some routes but keeping it on four!!!!) and the airline doesn't seem to know whether it is scheduled or charter, full service or low-cost, long-haul or short-haul or regional!!!
And the strapline "Heathrow's most punctual british airline (in Q2 2005)" is top class!!!! That must have taken real genius to think up!!
It's going to take a miracle to save them at this stage. They seem to have well and truly missed the boat.
Join Date: Oct 2005
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Well, I think bmi's crisis and problems have now been proved rather conclusively, therefore I suggest we move onto whether or not you would like to see them go under.
Personally, despite only flying with them once (and even then I was too young to remember) bmi has a lot of "sentimental" value to me, so I want them to overcome their troubles and stay.
Personally, despite only flying with them once (and even then I was too young to remember) bmi has a lot of "sentimental" value to me, so I want them to overcome their troubles and stay.
Join Date: Nov 2005
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Its also healthy for the market and us punters to have some competition for the carriers out of the major airports otherwise prices would slowly but surely creep up over time. So nobody should want to see the demise of BMI.
Join Date: Aug 2004
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Originally Posted by DTVAirport
Well, I think bmi's crisis and problems have now been proved rather conclusively, therefore I suggest we move onto whether or not you would like to see them go under.
I needed to travel MME - LHR - MME at short notice. Bmi web site booking "under maintenance!!" Rang bookings and got overseas (Mumbai?) call centre. 1040 MME LHR BD333 OK no problem. When I asked for BD338 1615 LHR MME I was asked why do I want to travel back the same day?!!! I was then informed that the only way I could travel LHR - MME was BAW LHR - ABZ and then Eastern ABZ - MME. After some persuasion the girl agreed to check availability on BD 338 and discovered that there was a flight LHR - MME!!! That was Bmi's own call centre!
I despair.
I despair.
Join Date: Sep 2005
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ah..that reminds me..a couple of years ago, I was trying to book Manch to Washington and having used the sadly demised BMi route before, asked for it again.
The reply that came back from the agent offered me a routing MAN-LHR-IAD with United Airlines. When I replied saying that I wanted the BMi route they insisted that that's what I was travelling on - BMi to LHR with a code share from LHR to IAD.
They actually didn't know that they flew non stop!!!!!
God help 'em if it takes a customer to tell them their job.
The reply that came back from the agent offered me a routing MAN-LHR-IAD with United Airlines. When I replied saying that I wanted the BMi route they insisted that that's what I was travelling on - BMi to LHR with a code share from LHR to IAD.
They actually didn't know that they flew non stop!!!!!
God help 'em if it takes a customer to tell them their job.
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A lot of valid points on this thread are shared with a lot of the employees,(or as management recently called us "Pre Madonna’s").
We were told about the changes and could predict what the outcome was going to be, well its not rocket science.
A while ago a most would have jumped to the companies defence, although it was probably through a sense of pride or belonging to a respected company, doesnt seem to be the case now!
I have no comment apart from I still enjoy the flying and it suits me for now.
It will change that I have no doubt ,for better or worse! We’ll have to wait and see!
Sure some will leave if it doesn’t suit, nobody is under any false illusions about a take over with a fabulous outcome, just if you’ve waited this long you might as well go the distance to see results. Personally for me I take the attitude ”if it isn’t broken don’t fix it!”
Life’s one big gamble based lightly on calculated risk
Sometimes you back the wrong horse, that’s life.
I’ll finish with “ A Good general always plans his retreat”.
Rgds
K.I.L.
We were told about the changes and could predict what the outcome was going to be, well its not rocket science.
A while ago a most would have jumped to the companies defence, although it was probably through a sense of pride or belonging to a respected company, doesnt seem to be the case now!
I have no comment apart from I still enjoy the flying and it suits me for now.
It will change that I have no doubt ,for better or worse! We’ll have to wait and see!
Sure some will leave if it doesn’t suit, nobody is under any false illusions about a take over with a fabulous outcome, just if you’ve waited this long you might as well go the distance to see results. Personally for me I take the attitude ”if it isn’t broken don’t fix it!”
Life’s one big gamble based lightly on calculated risk
Sometimes you back the wrong horse, that’s life.
I’ll finish with “ A Good general always plans his retreat”.
Rgds
K.I.L.
Fixed+Rotary (aircraft, not washing lines)
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bmibabyfc
FYI - I book travel myself, I do this online, I do this for BMI, BA, Easy, Lufthansa, Air France. In all cases, except one, I know what I'm getting 99% of the time. As my post stated: BA is BA is BA. You know what you are going to get. Oh, and by the way, I work, and have worked previously, for very large (50,000+ employees) global companies. We don't have the luxury of secretaries these days - I do the booking in my personal time.
I do not have the time nor the inclination to read the small print or click on 'further info' links. What about the earlier poster who said that he printed his boarding card only to find that it wasn't valid at Dublin? These are the kind of stories that do the rounds so there isn't any point reading the small print when I've got a massive list of other more important work related documents to read.
And to quote my final line "And in simple terms that makes my life easier". That is THE POINT - I don't want to have to mess around and waste time. I want what is easiest for me - not you or the airline. Cost becomes a secondary issue. Time and lack of stress are the most important factors.
Shuttlebus and Land After - thank you for your well worded reposts.
Oh, and I forgot to say. I'm typing this from Toulouse. I flew MAN->TLS this morning. Last night I attempted to check in on-line ready for this morning's flight just in case I was delayed getting to the airport due to the snow. Ticket located on the BMI web site. Proceed to on-line check-in. Doh! The ticket I have doesn't allow on-line check-in... Why? I don't know, perhaps it is written in the small print. But surely it is BETTER for all concerned to allow me to check in on-line??? Go figure!!! So I checked in in person today, and I had to ask for lounge access at MAN: the check in chap then had to get clarification as to whether I could have access or not - and I did get it based on my FF card, but I shouldn't have to ask (especially as my card details were already with the booking).
And remember - this is from a loyal customer who really wants to stay with BMI, and absolutely 100% do not want to see them go under.
FYI - I book travel myself, I do this online, I do this for BMI, BA, Easy, Lufthansa, Air France. In all cases, except one, I know what I'm getting 99% of the time. As my post stated: BA is BA is BA. You know what you are going to get. Oh, and by the way, I work, and have worked previously, for very large (50,000+ employees) global companies. We don't have the luxury of secretaries these days - I do the booking in my personal time.
I do not have the time nor the inclination to read the small print or click on 'further info' links. What about the earlier poster who said that he printed his boarding card only to find that it wasn't valid at Dublin? These are the kind of stories that do the rounds so there isn't any point reading the small print when I've got a massive list of other more important work related documents to read.
And to quote my final line "And in simple terms that makes my life easier". That is THE POINT - I don't want to have to mess around and waste time. I want what is easiest for me - not you or the airline. Cost becomes a secondary issue. Time and lack of stress are the most important factors.
Shuttlebus and Land After - thank you for your well worded reposts.
Oh, and I forgot to say. I'm typing this from Toulouse. I flew MAN->TLS this morning. Last night I attempted to check in on-line ready for this morning's flight just in case I was delayed getting to the airport due to the snow. Ticket located on the BMI web site. Proceed to on-line check-in. Doh! The ticket I have doesn't allow on-line check-in... Why? I don't know, perhaps it is written in the small print. But surely it is BETTER for all concerned to allow me to check in on-line??? Go figure!!! So I checked in in person today, and I had to ask for lounge access at MAN: the check in chap then had to get clarification as to whether I could have access or not - and I did get it based on my FF card, but I shouldn't have to ask (especially as my card details were already with the booking).
And remember - this is from a loyal customer who really wants to stay with BMI, and absolutely 100% do not want to see them go under.
Join Date: Dec 2004
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I hate the idea of booking Bmi flights on bmibaby as it is confusing for many and i feel that it should end!
Is there any plans to just being able to book :
Bmibabyflights on bmibaby
and
Bmi flights on flybmi
That is so much more easier, just sell lower fares on flybmi
Is there any plans to just being able to book :
Bmibabyflights on bmibaby
and
Bmi flights on flybmi
That is so much more easier, just sell lower fares on flybmi
Last edited by Evileyes; 13th Mar 2006 at 16:34. Reason: Four counts of advertising (.com violations)
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Originally Posted by DTVAirport
Well, I think bmi's crisis and problems have now been proved rather conclusively, therefore I suggest we move onto whether or not you would like to see them go under.
This is not a board game we are playing here. You obviously don't work in the industry. We are talking about people's careers, pensions etc
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as for the pension, there are to be a series of roadshows next week with reference to the pension. however i feel that bmi have no sense of direction at all. and that the sooner someone intersted/competent buys it the better.