No flight change airside?

[WHBM]

Originally Posted by groundhand

Why on earth would you expect an individual who has no need to use a laptop or any other mobile electronic equipment relying on wi-fi to know where, within the terminal, there are strong signals?

Beggars belief that so called 'intelligent' passengers can think that this is some form of customer service failure.

It's a perfectly reasonable question for business travellers in 2007 to ask, and staff who handle them (as here) should have some instruction on this. Just like they should have training about not speaking with "attitude" to customers. In fairness for many BA staff they have no need for any additional training on this point and the majority are a pleasure to deal with. But there are some who are not.

I wonder if the traveller in question had asked where the Gents was you would also say it was unreasonable for this lady to know where it was as she has no need to use it

[10secondsurvey]

Good customer service - which incidentally is slowly dying a death at BA, would say the response should have been different.

Even if the staff didn't know where the best signal was (and let's face it, usually noddy could work that out - i.e where is the broadband router located!), a better response could have been given.

It's actually a pretty legitimate question. Especially since if the customer can get reception, it will make money for BA (it's charged for). Maybe making a profit isn't important at BA, just like customer service doesn't seem important.

[TightSlot]

I'd suggest that the smart response to the question would have been - "I don't know but I'll find out and then tell you..."

[Final 3 Greens]

I'd suggest that the smart response to the question would have been - "I don't know but I'll find out and then tell you..."

Such a response is honest, professional and helpful. And also would allow the person to help the next customer who needed to know.