British Airways

[TURIN]

I have been told that the new cc contract that has been proposed puts everyone on £24k per year including all expenses.
Seems very low. Is that industry standard?

[Lordflasheart]

proposed "take-it or leave" contract

...

Seems very low. Is that industry standard?

It'll be industry standard when yesterdays proposed 'take-it or leave' contract for all fleets takes effect.

https://www.headforpoints.com/2020/0...ffer-revealed/
,,,,,,

[spannersatcx]

Originally Posted by spannersatcx

unfortunately I'm not impressed. Other things I had booked all gave the option to either use the ticket next year at no further cost, F1 at Silverstone, Cosford air show, photography show, and a concert, or get a refund all you had to do was select which option you wanted, none of this ring this number where nobody will answer.

Finally, so still unable to get any answer by phone or email, found some postings on BA Facebook page alluding to the same issues, somebody said contact them on twitter. Never used twitter, so created an account, sent them a message and lo and behold, email received in an hour stating passed to refund department, money refunded 3 days later.
Find it strange that you can't get it through the channel they tell you to use but have to join twitter to get back what you are entitled too. Still think overall it's poor though.

[Jamesair]

I must have been lucky, the whole process from receiving an e-mail cancelling my flights, phone call, e-mail confirming cancellation refund and cash appearing on my credit card account.....5 days. Brilliant service from BA

[bcn_boy]

Originally Posted by esscee

AND when has France and Germany obeyed EU rules when it suits them! They disregard EU rules as and when is convenient to either or both of them.

provide proof of this please. I read it a lot on this forum but it is never backed up with examples.

[DaveReidUK]

Originally Posted by bcn_boy

provide proof of this please. I read it a lot on this forum but it is never backed up with examples.

French head league for EU rule breaking

'Twas ever thus.

[Mr @ Spotty M]

You never know the French might have turned over a new leaf
That report was only just over 18 years ago.

[PAXboy]

And it was printed in The Torygraph ...

[116d]

Originally Posted by spannersatcx

Finally, so still unable to get any answer by phone or email, found some postings on BA Facebook page alluding to the same issues, somebody said contact them on twitter. Never used twitter, so created an account, sent them a message and lo and behold, email received in an hour stating passed to refund department, money refunded 3 days later.
Find it strange that you can't get it through the channel they tell you to use but have to join twitter to get back what you are entitled too. Still think overall it's poor though.

I suspect part of that is because if a complaint or an issue is on Twitter, it's there for all and sundry to see, so in the interests of positive PR (or damage control?) they have to be seen to be acting quickly. How quickly something gets resolved if taken to Twitter also depends if whoever is operating the Twitter feed is empowered to be proactive with customer complaints and if it is decided that customers can contact them via Twitter. Whoever is operating the Twitter feed is also mindful that whatever they tweet under their employer's handle is basically tweeting on behalf of the company, so they mustn't tweet in haste like individuals or certain politicians tend to do and risk making a tit of themselves, otherwise the backlash can cause more negative PR.

I say this from another airline is one example how not to handle a customer's post. It's tame in the grand scheme of things, but it fanned the flames when you look at the responses:

Twitter

It also made a national newspaper (yes I know the Independent doesn't appear in print form anymore): https://www.independent.co.uk/travel...-a9041451.html

I agree though it's not good if issues are being resolved more quickly via Twitter than via official channels.

[LadyL2013]

Originally Posted by 116d

I suspect part of that is because if a complaint or an issue is on Twitter, it's there for all and sundry to see, so in the interests of positive PR (or damage control?) they have to be seen to be acting quickly. How quickly something gets resolved if taken to Twitter also depends if whoever is operating the Twitter feed is empowered to be proactive with customer complaints and if it is decided that customers can contact them via Twitter. Whoever is operating the Twitter feed is also mindful that whatever they tweet under their employer's handle is basically tweeting on behalf of the company, so they mustn't tweet in haste like individuals or certain politicians tend to do and risk making a tit of themselves, otherwise the backlash can cause more negative PR.

I say this from another airline is one example how not to handle a customer's post. It's tame in the grand scheme of things, but it fanned the flames when you look at the responses: https://twitter.com/easyJet/status/1158642028143611904

It also made a national newspaper (yes I know the Independent doesn't appear in print form anymore): https://www.independent.co.uk/travel...-a9041451.html

I agree though it's not good if issues are being resolved more quickly via Twitter than via official channels.

With that Easyjet case though, the person who posted was lying. The woman was not allocated that seat for flight, she just sat their temporarily whilst the air raft was boarding to speak with a family member. In which case I think it was only fair they asked them to take it down as it was lies.

[116d]

Originally Posted by LadyL2013

With that Easyjet case though, the person who posted was lying. The woman was not allocated that seat for flight, she just sat their temporarily whilst the air raft was boarding to speak with a family member. In which case I think it was only fair they asked them to take it down as it was lies.

Whatever the truth behind the story, my point is if a Twitter response is handled badly then this will attract negative headlines - and unfortunately there are people out there that don't look beyond the headlines (I've lost count how many people have shared news articles on social media based on the headline without reading it fully). Therefore, if somebody takes to Twitter to complain to BA about getting a refund, you're in the spotlight and people can/will watch how they respond.

[DaveReidUK]

Originally Posted by LadyL2013

With that Easyjet case though, the person who posted was lying. The woman was not allocated that seat for flight, she just sat their temporarily whilst the air raft was boarding to speak with a family member. In which case I think it was only fair they asked them to take it down as it was lies.

Do you know for a fact that the woman wasn't allocated that seat? When you check in (up to 30 days in advance) the computer has no idea which aircraft has been allocated to a given sector, so if a seat goes u/s in the meantime you could well find that you have that seat number on your boarding pass (though Easyjet has no excuse if it allowed a passenger holding that seat number to board without re-allocating him/her at the gate).

Irrespective of the above, Easyjet's initial response "before we can investigate this ..." was, frankly, stupid.

Their social media people should have known better. A few minutes on the phone before tweeting their response could have ascertained:

a) which aircraft and which flight was involved (in fact that information was provided by the OP)

b) whether seats were blocked off on that sector and, if so, what steps were taken to re-seat the passengers who had those seat numbers on their boarding passes

They could then have stopped the Twitter thread in its tracks by providing an authoritative response demonstrating that the OP was talking b*ll*cks.

[PAXboy]

So many companies not yet learnt the way to handle this kind of thing. They show a typical style of British 'mgmt' to shut everything down and control. Doesn't work.

Msg 1) Thank you for the question, please let us investigate ...
Msg 2) nn minutes later - the story.
Msg 3) Updated as required.
Monitor any media site relaying the original and update them as required.

[SWBKCB]

This happened last August - EZY seemed to manage to struggle bravely on...

[crewmeal]

It could have been worse. I wonder what comp they got back from TUI?

http://www.bbc.co.uk/news/uk-england-46858249]TUI pax sit on the floor for flight home[/url]

[Cloud1]

Originally Posted by crewmeal

It could have been worse. I wonder what comp they got back from TUI?

http://www.bbc.co.uk/news/uk-england-46858249]TUI pax sit on the floor for flight home

except things were not all as reported with the TUI case either. The pax were moved to other seats but they chose to sit on the floor whilst it was rectified and then make some money out of it

[DaveReidUK]

Originally Posted by Cloud1

except things were not all as reported with the TUI case either. The pax were moved to other seats but they chose to sit on the floor whilst it was rectified and then make some money out of it

Out of interest, in what way do you believe that the account on the BBC, and the subsequent discussion at length on PPRuNe, differ from what actually happened ?

What does "chose to sit on the floor while it was rectified" mean ?

[Mr Mac]

Anybody know why BA has an A380 coming into LHR from Manila this morning, as I thought they had grounded their fleet for the duration. It maybe just another cargo flight, but everyone says that the 380 is not as good for cargo ops as say a 777 so just intrigued as to why 380 used.
Kind regards
Mr Mac

[Rutan16]

Mr Mac been in deep maintenance and just swapped with G-XLEH and that went east a few days ago .

Will probably continue onto Châteauroux later in the week for onward storage one would have thought

[Mr Mac]

Rutan16
Thank you for the update. I did not realise BA did maintenance in Manila, though I did know Virgin had their 340 done out there.
Kind regards
Mr Mac