British Airways - more ground service incompetence
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If I was as unhappy with BA (or any other organisation) as you appear to be, I would never touch them with a bargepole, yet you have been moaning for years about BA and continue to let them have your money.
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'I am currently on a one-man mission to drink BA's executive club lounges dry and eat all their shortbread before my silver card runs out in May'
So it's you who's nicking all the shortbread, you bastard!! I'm going to have to stock up a bit more when I'm in the lounge (you can have all the fruit cake if you prefer).
So it's you who's nicking all the shortbread, you bastard!! I'm going to have to stock up a bit more when I'm in the lounge (you can have all the fruit cake if you prefer).
Paxing All Over The World
Bongodog1964 Perhaps my situation is similar to F3G and you may consider my actions equally 'confusing'.
- I thoroughly dislike the biz practice of FR and would be glad not to use them ever again.
- There are times when the ONLY field near my destination is served by FR and so I reluctantly use them. I have no fears about their maintenance and consider their air-manship to be the same as any other.
- I thoroughly dislike the BA mgmt and would be glad not to use them ever again. They have not been my long haul carrier of choice since the dirty tricks effort.
- I thoroughly LIKE the BA flight and cabin crews and have rarely been disappointed.
- There are times when they are the best choice of carrier for route/time/money/FFM redemption etc.
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I dislike the reference to "Ground Service" as, in aviation circles, that usually encompasses baggage handling and delivery, passenger boarding and coach operations, tugs, ground power, aircraft stairs and other things that go on "on the ground".
"Check In" is usually referred to as just that, "Ticketing and Reservations" another and "Lounge Dragons" yet another topic of conversation.
Final Three Greens latest complaint against big bad BA centres around "Tickets and Reservations" (or "contactba" as marketing have called it.)
Mistakes do happen, it's human - otherwise the manufacturers of "Tipp-Ex" would have shut up shop years ago.
Does any business live up to your exacting specification, FTG?
"Check In" is usually referred to as just that, "Ticketing and Reservations" another and "Lounge Dragons" yet another topic of conversation.
Final Three Greens latest complaint against big bad BA centres around "Tickets and Reservations" (or "contactba" as marketing have called it.)
Mistakes do happen, it's human - otherwise the manufacturers of "Tipp-Ex" would have shut up shop years ago.
BA can stop threads such as this very easily, by doing things right, first time.
Is basic competence really too much to expect?
Is basic competence really too much to expect?
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'Does any business live up to your exacting specification, FTG?'
Forgive me for answering this as it has been directed to FTG, but yes, many businesses that I use on a regular basis live up to these specifications. It is not actually that hard to do - deliver what you promise, or, if you can't, don't make the promise in the first place. The places that fulfill these terms are the ones that get my repeat business.
Forgive me for answering this as it has been directed to FTG, but yes, many businesses that I use on a regular basis live up to these specifications. It is not actually that hard to do - deliver what you promise, or, if you can't, don't make the promise in the first place. The places that fulfill these terms are the ones that get my repeat business.
I agree with Nick. It can be done correctly, first time, every time.
When it's not, we need F3G et al to moan/complain and get the Co concerned to get it right.
As to why one keeps flying with the less than brilliant BA, see the last para of Clarkson in the Sunday Times this past Sunday. Spot on for me.
When it's not, we need F3G et al to moan/complain and get the Co concerned to get it right.
As to why one keeps flying with the less than brilliant BA, see the last para of Clarkson in the Sunday Times this past Sunday. Spot on for me.
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FTG
My first thoughts are that BA are dealing with a high number of downgrades, cancellations, rebookings and trying to get the operation stable as possible. I believe though not intentional, they may be sending generic letters, possibly without having thought through the scale of compensation to actual loss in your pocket. Every case is different. I think they may be concentrating on getting everyone from A to B as priority and maybe your claim and content of complaint was overlooked.
I would suggest writing again to the Exec club. Maybe after allowing the dust to settle a week or so as there must be numbers more with the same concern. The more who complain with dissatisfaction, the more likely they may realise the unfairness of the solution and offer a fairer recompense.
I think in the rush to get everyone on flights, they may have overlooked the Club Europe customers. Were there many of you do you know?
I once operated a flight on behalf of Virgin Express routing STN-LHR-BRU-BCN and back, and we were a wet lease (aircraft & crew supplied) with a single class aircraft. We had passengers booked in their upper class. All nine of them refused the premium food, champagne and other items loaded for them. They hadn't been told the flight was being operated by us.
I also was a positioning crew member on a Titan flight (oddly I used to supply staff to them) which had been laid on to replace a BA flight. They found the service difficult and myself and another positioning crew got up to help. Unfortunately, the wet leased crew do not always receive prompts on how the service shall be.
They may have had the product onboard but not made aware, or not known who it was for. The seating difference regrettably is unavoidable.
It is also possible that your J ticket was included into a total figure of seats sold. Seats sold unfortunately are all economy on the new flight. Not acceptable but its a possibility.
Sorry you didn't enjoy your flight and paid over the odds for it. But pleased you got to where you are going. Don't give up.
Six
My first thoughts are that BA are dealing with a high number of downgrades, cancellations, rebookings and trying to get the operation stable as possible. I believe though not intentional, they may be sending generic letters, possibly without having thought through the scale of compensation to actual loss in your pocket. Every case is different. I think they may be concentrating on getting everyone from A to B as priority and maybe your claim and content of complaint was overlooked.
I would suggest writing again to the Exec club. Maybe after allowing the dust to settle a week or so as there must be numbers more with the same concern. The more who complain with dissatisfaction, the more likely they may realise the unfairness of the solution and offer a fairer recompense.
I think in the rush to get everyone on flights, they may have overlooked the Club Europe customers. Were there many of you do you know?
I once operated a flight on behalf of Virgin Express routing STN-LHR-BRU-BCN and back, and we were a wet lease (aircraft & crew supplied) with a single class aircraft. We had passengers booked in their upper class. All nine of them refused the premium food, champagne and other items loaded for them. They hadn't been told the flight was being operated by us.
I also was a positioning crew member on a Titan flight (oddly I used to supply staff to them) which had been laid on to replace a BA flight. They found the service difficult and myself and another positioning crew got up to help. Unfortunately, the wet leased crew do not always receive prompts on how the service shall be.
They may have had the product onboard but not made aware, or not known who it was for. The seating difference regrettably is unavoidable.
It is also possible that your J ticket was included into a total figure of seats sold. Seats sold unfortunately are all economy on the new flight. Not acceptable but its a possibility.
Sorry you didn't enjoy your flight and paid over the odds for it. But pleased you got to where you are going. Don't give up.
Six
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Does any business live up to your exacting specification, FTG?
With the very greatest of respect, I don't regard doing things right first time as being 'exacting.'
And yes, lots of businesses do this, day in, day out. Ryanair springs to mind, although I don't use them much (only 60-70 flights over the years) and don't like their product, they get it right first time.
sixmilehighclub
I think you may have confused me with Radeng on another thread.
My experience was that I booked tickets with BA with a price of £4K, BA invoiced me for £12K and then only refunded me £4K, until I noticed and chased them.
A black and white case of incompetence and very bad customer service by leaving me to discover it, rather than emailing me, letting me know there was a problem and that they had resolved it.
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Ryanair springs to mind, although I don't use them much (only 60-70 flights over the years) and don't like their product, they get it right first time.
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Stay in denial mate, it eases the pain.
Ryanair does exactly what is says on the tin and does it right, first time, every time.
You may not like what is in the tin, but then don't buy it (and I do not, unless I have to.)
And that is from a non fan, consistently anti Ryanair corporate culture on this forum for the past 10 years.
A look at relative business performances of BA and FR over the past 10 years tells its own story.
Ryanair does exactly what is says on the tin and does it right, first time, every time.
You may not like what is in the tin, but then don't buy it (and I do not, unless I have to.)
And that is from a non fan, consistently anti Ryanair corporate culture on this forum for the past 10 years.
A look at relative business performances of BA and FR over the past 10 years tells its own story.
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I agree.
As someone who flies with both Ryanair and BA, I find the latter fails to deliver much more frequently than the former.
Now people who work for BA may have a view that their product is superior but from my perspective as a customer, and all things considered, I prefer Ryanair to BA for my short-haul flying these days.
(Long-haul is a different matter and for these flights it's always Club World - that is, until all my Miles have been spent!)
As someone who flies with both Ryanair and BA, I find the latter fails to deliver much more frequently than the former.
Now people who work for BA may have a view that their product is superior but from my perspective as a customer, and all things considered, I prefer Ryanair to BA for my short-haul flying these days.
(Long-haul is a different matter and for these flights it's always Club World - that is, until all my Miles have been spent!)
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Seat 62K
There is a strong need to provide a product/service with the right grade of quality, that is fit for use.
Ryanair may be low grade, but it is fit for use as it is consistently delivered and meets a need.
BA is (in theory) high grade (but decereasing due to cuts), but is often not fit for purpose as it is inconsistently delivered and to save any BA people typing, I really don't care if you are constrained by Heathrow, that is BA's problem not mine.
I agree that Club World is still a good product and contrary to some of the stories on here, I find the service in the air acceptable (i.e. it meets the specification) to good (exceeds it.)
However (and Bealine may wish to argue industry semantics, but I dont care as a passenger) the ground experience (end to end, from booking to leaaving the destination airport) is highly inconsistent and sometimes (e.g. my delightful experience of being debited £12k for a £4k ticket) just plain incompetent.
I won't repeat Paxboy's hypothesis, but I believe it is well formed.
Now people who work for BA may have a view that their product is superior but from my perspective as a customer, and all things considered, I prefer Ryanair to BA for my short-haul flying these days.
Ryanair may be low grade, but it is fit for use as it is consistently delivered and meets a need.
BA is (in theory) high grade (but decereasing due to cuts), but is often not fit for purpose as it is inconsistently delivered and to save any BA people typing, I really don't care if you are constrained by Heathrow, that is BA's problem not mine.
I agree that Club World is still a good product and contrary to some of the stories on here, I find the service in the air acceptable (i.e. it meets the specification) to good (exceeds it.)
However (and Bealine may wish to argue industry semantics, but I dont care as a passenger) the ground experience (end to end, from booking to leaaving the destination airport) is highly inconsistent and sometimes (e.g. my delightful experience of being debited £12k for a £4k ticket) just plain incompetent.
I won't repeat Paxboy's hypothesis, but I believe it is well formed.
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Quote:
I agree with Nick. It can be done correctly, first time, every time.
Please divulge what private company out there, in any field, achieves this?
Pret a manger
Consistent (high quality) sandwiches and friendly staff.
Consequently, I spend more on my lunches than I budget for.
I agree with Nick. It can be done correctly, first time, every time.
Please divulge what private company out there, in any field, achieves this?
Pret a manger
Consistent (high quality) sandwiches and friendly staff.
Consequently, I spend more on my lunches than I budget for.
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Even Pret a Manger does not get it right every time.
I call in every morning for coffee and porridge and although it is spot-on 95% of the time I do occasionally get to work to find that they have given me the wrong coffee, or the wrong topping on my porridge - and even, on one occasion, insufficient change. The service depends very much upon the store you go to - the branch across the road from my office is superb, whereas the service in the one around the corner leaves a great deal to be desired.
No-one gets it right every time but, to bring this back on topic, in all my years of travelling BA has been one of the most consistent of all airlines in delivering a good product. I have had such dreadful experiences with Lufthansa, Air France and SAS that I will not use them again, whereas my sub-optimal experiences on BA have been rare (and resolved quickly and courteously when they do happen). As a result, BA is still the website I go to first when I want to plan a journey.
I call in every morning for coffee and porridge and although it is spot-on 95% of the time I do occasionally get to work to find that they have given me the wrong coffee, or the wrong topping on my porridge - and even, on one occasion, insufficient change. The service depends very much upon the store you go to - the branch across the road from my office is superb, whereas the service in the one around the corner leaves a great deal to be desired.
No-one gets it right every time but, to bring this back on topic, in all my years of travelling BA has been one of the most consistent of all airlines in delivering a good product. I have had such dreadful experiences with Lufthansa, Air France and SAS that I will not use them again, whereas my sub-optimal experiences on BA have been rare (and resolved quickly and courteously when they do happen). As a result, BA is still the website I go to first when I want to plan a journey.
Paxing All Over The World
As it happens, in my job, I am expected to get it right every time. If I might a big mistake - people will remember it for the rest of their lives.
On Monday, I mispronounced a name - that's all - it caused a stir amongst those most closely involved such that I stopped to check what it was that I had done wrong, and then corrected myself. Afterwards, I apologised again. Then my client pointed out one other word that I got wrong, it was part of the address of a house and I made a small mistake in the name of the road ('Gardens' instead of 'Cottages'). But I got it wrong and I apologised. He was not upset and was pleased overall with the work I did for them - but needed to point it out to me.
What if a surgeon gets it wrong a few times??? What if your dentist slips and digs out a chunk of your gum? Some jobs have to be right and we might as well all aim at getting it right first time. I don't - but I aim to - because just like in Hollywood, you're only as good as your last picture/flight.
On Monday, I mispronounced a name - that's all - it caused a stir amongst those most closely involved such that I stopped to check what it was that I had done wrong, and then corrected myself. Afterwards, I apologised again. Then my client pointed out one other word that I got wrong, it was part of the address of a house and I made a small mistake in the name of the road ('Gardens' instead of 'Cottages'). But I got it wrong and I apologised. He was not upset and was pleased overall with the work I did for them - but needed to point it out to me.
What if a surgeon gets it wrong a few times??? What if your dentist slips and digs out a chunk of your gum? Some jobs have to be right and we might as well all aim at getting it right first time. I don't - but I aim to - because just like in Hollywood, you're only as good as your last picture/flight.
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With me, the anticipation of problems when flying BA became something I could have done without.
Would I be flying out of Gatwick on a tatty old 737 with a seat cushion so disgracefully worn that I could feel the metal beneath the seat cushion pressing into my legs and backside, I wondered?
Would I, yet again, be ignored during the drinks service when occupying a Club World window seat?
Would OCLI be suspended because of over-selling?
Would I be flying out of Gatwick on a tatty old 737 with a seat cushion so disgracefully worn that I could feel the metal beneath the seat cushion pressing into my legs and backside, I wondered?
Would I, yet again, be ignored during the drinks service when occupying a Club World window seat?
Would OCLI be suspended because of over-selling?
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Final 3 Greens (#33)
However (and Bealine may wish to argue industry semantics, but I dont care as a passenger) the ground experience (end to end, from booking to leaaving the destination airport) is highly inconsistent and sometimes (e.g. my delightful experience of being debited £12k for a £4k ticket) just plain incompetent.
Is that you like complaining - or perhaps you are some sort of compulsive masochist?
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Chuchinchow
You may choose to call criticism a near-pathological hatred but that's your interpretation. I, and clearly others who use this forum, also have what you would call a near-pathological hatred for BA, after a series of incidents during which we were mistreated, lied to, and severely inconvenienced, by ground staff and a sales manager.
Their service in the air, before I decided to stop flying with them, varied from generally good to very mediocre, and the state of some of their aircraft on which I had the misfortune to travel would have been a disgrace to many third world carriers.
As to why people continue to fly with them, it may be that there is sometimes no choice, as happened to me a couple of weeks ago when I needed to fly on a route that only they served. As it was, they announced the strike before I made my booking, and did me a huge favour. The flights I would have booked on were cancelled. Any last chance they might have had of winning me back has been scuppered, for ever. One might argue that the strike is not BA's fault, and whilst there is some validity in that, if their so-called management had taken a different line with the rabble-rousers at an earlier stage, the strikes may well have been prevented.
You may choose to call criticism a near-pathological hatred but that's your interpretation. I, and clearly others who use this forum, also have what you would call a near-pathological hatred for BA, after a series of incidents during which we were mistreated, lied to, and severely inconvenienced, by ground staff and a sales manager.
Their service in the air, before I decided to stop flying with them, varied from generally good to very mediocre, and the state of some of their aircraft on which I had the misfortune to travel would have been a disgrace to many third world carriers.
As to why people continue to fly with them, it may be that there is sometimes no choice, as happened to me a couple of weeks ago when I needed to fly on a route that only they served. As it was, they announced the strike before I made my booking, and did me a huge favour. The flights I would have booked on were cancelled. Any last chance they might have had of winning me back has been scuppered, for ever. One might argue that the strike is not BA's fault, and whilst there is some validity in that, if their so-called management had taken a different line with the rabble-rousers at an earlier stage, the strikes may well have been prevented.