BIRMINGHAM - 4
Join Date: Aug 2006
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We are then reduced to Ryanesque practices like charging a non refundable £1 for a trolley. Even then LoCo pax don't need the trolleys!!!!!!!
Flew back in last night on the packed EK flight, many of us on board are not your "average" (I use that term lightly!) short one or two week away crowd. We live and work outside the UK for long periods and I for one therefore had no UK money in my wallet and rather more baggage to carry (making a trolley a necessity) than others arriving from Dublin, Paphos and the other flights coming in at that time.
Result: Huge confusion at the (single?) trolley point, very few people with a pound coin in their pocket and no member of staff or any representatives from this rip off trolley company to help out or assist and come to think of it only a few trollies available anyway, certainly not enough in terms of the number of pax in the bag hall at the time
An utterly pitiful and to be quite honest disgusting state of affairs at an airport that once had customer service at its heartIn the end a fellow passenger who lives in Dubai changed up some dirhams (at the no doubt high commission crap exchange rate Travelex kiosk) and doled out a pound coin to all of us in need. What makes it even more galling is that on finally getting to the car park, abandoned trollies were everywhere (does anyone actually work for this trolley company??)....at least when I fly back I will not have to pay for the "privilege" of pushing my lugge to check in. I would love to meet the witless, brain dead person who thought up this plan.....almost certainly an accountant with no grasp of people skills or customer service
What a great welcome back to the UK and further proof (as if I needed any) that life in the UK is a rip offMoral of the story: Next time I travel with a rucksack!!
Rant over i'm off out at least the sun is shining........
PS Bags were on belt in super quick time, quite something considering it was a 773 packed to the rafters, good work loaders
Join Date: Mar 2007
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While I agree and sympathise with the general tone of the story, I have to point out that there are 4 trolley points in T1 and the Travelex booth closed last month.
The abandoned trolleys can be explained by the policy of only having 2 members of staff on duty per shift for the entire airport
passengers hate it, staff hate it. I'd like to meet the muppet who thought this was a good idea.
S78
The abandoned trolleys can be explained by the policy of only having 2 members of staff on duty per shift for the entire airport
passengers hate it, staff hate it. I'd like to meet the muppet who thought this was a good idea.
S78
Join Date: Jan 2007
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I would love to meet the witless, brain dead person who thought up this plan.....almost certainly an accountant with no grasp of people skills or customer service
I'd like to meet the muppet who thought this was a good idea.
Join Date: Jul 2007
Location: Birmingham, United Kingdom
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Funnily enough, a few weeks back when the trolleys were first introduced, Tim Clark, EK president flew in. And let me tell you, he was NOT impressed.
Quote from Tim Clark to the EK rep that day (something along the lines of):
"What the hell is all this about... You tell Station Manager CE to go to the airport and tell them that I am not happy and that I can pull this route just like that with the click of a finger"
Now obviously nobody expects that it will happen but TC was pi***d off bad. Im presuming that CE did go back to that airport, don't know what happened though, evidently nothing by the looks if it.
Quote from Tim Clark to the EK rep that day (something along the lines of):
"What the hell is all this about... You tell Station Manager CE to go to the airport and tell them that I am not happy and that I can pull this route just like that with the click of a finger"
Now obviously nobody expects that it will happen but TC was pi***d off bad. Im presuming that CE did go back to that airport, don't know what happened though, evidently nothing by the looks if it.
Join Date: May 2002
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The only good thing about the trollys is its amusing to watch people figure it out whilst you wait for your bags 
and the look on the faces of people who paid less for there flights
and the look on the faces of people who paid less for there flights
Join Date: Feb 2005
Location: Middle england
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Trollies
If any BHX senior managers read this.....
Is it really worth the pitance made by the trolley charge when measured against the bad feeling and PR generated by its introduction.
As for the green poicy lets try and charge for the rail/air link to make people less likely to use the train.
From what I hear the rail company put a hold on that one.
Centre cities
Is it really worth the pitance made by the trolley charge when measured against the bad feeling and PR generated by its introduction.
As for the green poicy lets try and charge for the rail/air link to make people less likely to use the train.
From what I hear the rail company put a hold on that one.
Centre cities
That does it!!! When I finally come home one way from the Middle East in September I'll choose LHR and not BHX. I'll have a hell of a lot of baggage with me and I'll just pick my hire car up at LHR and not BHX. It won't cost me an extra cent either
Join Date: Jul 2007
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Trollies
It's hard to see what is trying to be achieved by charging for trollies, apart from the obvious of making money. I can't believe trollies will bring in that much revenue, surely?
There are perhaps 3 groups of passengers:
(a) those who need to use a trolley such as families taking a lot of luggage. They'll (have to) pay but they might think again about using BHX in the future.
(b) those who do not need to use a trolley but do so for convenience - this group will more than likely just struggle on without one
(c) those who take just hand luggage so do not need to use a trolley at all.
The point I'm trying to make, in a long-winded way, is I doubt much money will be raised in the short term and in the long term, trolley usage (and so revenue from them) will just fall. All that will happen is people who need to use trollies will be annoyed perhaps to the point of taking their business elsewhere.
Daft.
Scott
There are perhaps 3 groups of passengers:
(a) those who need to use a trolley such as families taking a lot of luggage. They'll (have to) pay but they might think again about using BHX in the future.
(b) those who do not need to use a trolley but do so for convenience - this group will more than likely just struggle on without one
(c) those who take just hand luggage so do not need to use a trolley at all.
The point I'm trying to make, in a long-winded way, is I doubt much money will be raised in the short term and in the long term, trolley usage (and so revenue from them) will just fall. All that will happen is people who need to use trollies will be annoyed perhaps to the point of taking their business elsewhere.
Daft.
Scott
Join Date: Jan 2007
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I'm afraid common sense went west with arrival of the new CEO. Desperation for more money for the shareholders has taken over from any customer service considerations.
They will brag about how much the trolley idea makes without taking into consideration how much it will lose the airport.......Ah well! just wait for the next brilliant idea.....!!
They will brag about how much the trolley idea makes without taking into consideration how much it will lose the airport.......Ah well! just wait for the next brilliant idea.....!!
Join Date: Oct 2008
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People from abroad flying into BHX will rarely have sterling coins on them...just notes....they won't use one....
People with little luggage won't use a trolley.....
People who normally would but can wheel their cases won't use one....
fewer people will use them meaning fewer people will need to be employed to fetch and return them.......
Its not just about making money but saving money too on jobs....and on less trolleys needing repair/replacing.....
it looks bad on the surface but a lot of airports will be sure to follow this example.
and will people really avoid BHX just because of a £1 trolley charge.....will they flt to MAN in protest and spend £25 getting the train or coach and spending hours on the M6.....no they won't.
This scheme, although inconvenient, will do exactly what is wanted by the airport.
People with little luggage won't use a trolley.....
People who normally would but can wheel their cases won't use one....
fewer people will use them meaning fewer people will need to be employed to fetch and return them.......
Its not just about making money but saving money too on jobs....and on less trolleys needing repair/replacing.....
it looks bad on the surface but a lot of airports will be sure to follow this example.
and will people really avoid BHX just because of a £1 trolley charge.....will they flt to MAN in protest and spend £25 getting the train or coach and spending hours on the M6.....no they won't.
This scheme, although inconvenient, will do exactly what is wanted by the airport.
Join Date: Jul 2007
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Envoy 320 - I agree with you insofar as an extra £1 charge will not in itself make people choose a different airport to fly into/out of but it all adds to the mix.
All I would add is that one poster has already stated he will fly into LHR next time from DXB; I'm off to EMA as I now live equal distance from BHX and EMA and one is as convenient geographically as the other. Being a brummie, I'd rather support what I still consider to be my local airport but silly additional charges like this just put me off, unless I'm taking hand luggage only. I just wonder how many other people in a similar position will feel the same.
Scott
All I would add is that one poster has already stated he will fly into LHR next time from DXB; I'm off to EMA as I now live equal distance from BHX and EMA and one is as convenient geographically as the other. Being a brummie, I'd rather support what I still consider to be my local airport but silly additional charges like this just put me off, unless I'm taking hand luggage only. I just wonder how many other people in a similar position will feel the same.
Scott
Join Date: Jan 2007
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I think the point, at least I was making, is that where as people would plump for BHX because it was easy to get through and the customer service was second to none, it is now becoming like all the others. So, it makes no difference to them where the flight is from. Previously they would have (route permitting) asked for BHX specifically even though it's dearer to fly from than some.
As one poster has already said, EMA, major competitor not too far away. Everyone in the Midlands lives at the hub of the Motorways so their choice is probably greater than most....
It's not about the pound/Euro (they take both apparently) It's about treating your customers properly. Where does it end?
As for the trolley collectors out of work....The trolleys don't have the incentive of a rebate on return. They still need the collectors (there are not that many of them).
As one poster has already said, EMA, major competitor not too far away. Everyone in the Midlands lives at the hub of the Motorways so their choice is probably greater than most....
It's not about the pound/Euro (they take both apparently) It's about treating your customers properly. Where does it end?
As for the trolley collectors out of work....The trolleys don't have the incentive of a rebate on return. They still need the collectors (there are not that many of them).
Join Date: Oct 2008
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As you say....trolleys still need to be collected.....
less people using trolleys = less trolley collectors = less salary to be paid out
no people using trolleys at all = no salaries to be paid out at all = no trolleys to be bought/repaired = zero cost.
if you think logically - it makes sense to charge for a trolley as it will save/make more money than it will lose by the odd person flying out of another airport such as EMA (major competitor?)
Just watch other airports follow BHX example.......
less people using trolleys = less trolley collectors = less salary to be paid out
no people using trolleys at all = no salaries to be paid out at all = no trolleys to be bought/repaired = zero cost.
if you think logically - it makes sense to charge for a trolley as it will save/make more money than it will lose by the odd person flying out of another airport such as EMA (major competitor?
)Just watch other airports follow BHX example.......
Join Date: Mar 2007
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BHX don't own the trolleys - the whole system is run by a company called ACS. They provide the staff and equipment.
It's a possibility that BHX charge ACS rent and ACS recoups it via the £1 charge- maybe somebody who knows can confirm this?
What happens when the contract comes up for renewal and ACS have made a loss? Does BHX suddenly become trolleyless?
On a related point, has anybody noticed the addition of a change machine in T1?
S78
It's a possibility that BHX charge ACS rent and ACS recoups it via the £1 charge- maybe somebody who knows can confirm this?
What happens when the contract comes up for renewal and ACS have made a loss? Does BHX suddenly become trolleyless?
On a related point, has anybody noticed the addition of a change machine in T1?
S78
Join Date: Oct 2008
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why would ACS make a loss?? i don't understand that point at all.....
this time last year - they didn't charge a penny for their trolleys.....I assume that company makes a profit rather than a loss....
NOW...they charge £1 for their trolleys.....they make more money surely!
this time last year - they didn't charge a penny for their trolleys.....I assume that company makes a profit rather than a loss....
NOW...they charge £1 for their trolleys.....they make more money surely!
Join Date: Jan 2007
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It's still bad customer service.....
But anyway.....Great news about the Government ditching Compulsory National ID cards!!!
Great fight by those at BHX who really believed the battle was worth fighting....
Something to celebrate in the aviation world for a change.....
But anyway.....Great news about the Government ditching Compulsory National ID cards!!!
Great fight by those at BHX who really believed the battle was worth fighting....
Something to celebrate in the aviation world for a change.....
Join Date: May 2008
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I hope anyone who is against this 'rip-off too far' will take a minute to fill in the feedback form on the BHX website here: https://online.bhx.co.uk/bhxsecure/feedback.aspx?id=94
I did and I actually got a response from a human being and not a cut-and-paste fob-off. Credit to them for that.
GayFriendly - please paste in your post from here and let them know your feelings and the feelings of your fellow passengers. It is powerful stuff.
If we let organisations treat us like rubbish then we deserve all we get. Please take a moment to let them know what you think.
What if a supermarket charged you a non-refundable £1 to use their trolley for you to spend money in their building?
Let's get this nonsense stopped, eh?
I did and I actually got a response from a human being and not a cut-and-paste fob-off. Credit to them for that.
GayFriendly - please paste in your post from here and let them know your feelings and the feelings of your fellow passengers. It is powerful stuff.
If we let organisations treat us like rubbish then we deserve all we get. Please take a moment to let them know what you think.
What if a supermarket charged you a non-refundable £1 to use their trolley for you to spend money in their building?
Let's get this nonsense stopped, eh?
Last edited by keeprighton1974; 30th Jun 2009 at 21:01.
Join Date: May 2008
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Sorry, maybe I didn't word myself very well.
If you had to pay a £1 deposit for a trolley at the airport, it would be unfortunate but understandable. However, BHX charge you £1 for using a trolley, end of story. What if Sainsbury's did that? There would be an uproar.
Surely providing free baggage trolleys comes with the territory of running an airport? Didn't they realise this?
The hefty parking charges should cover the courtesy buses, and the not insignificant airport tax should allow you free use of a baggage trolley, surely?
Standards are only going one way, and it's not upwards.
If you had to pay a £1 deposit for a trolley at the airport, it would be unfortunate but understandable. However, BHX charge you £1 for using a trolley, end of story. What if Sainsbury's did that? There would be an uproar.
Surely providing free baggage trolleys comes with the territory of running an airport? Didn't they realise this?
The hefty parking charges should cover the courtesy buses, and the not insignificant airport tax should allow you free use of a baggage trolley, surely?
Standards are only going one way, and it's not upwards.