BA response time to complaint?
Don't be put off. Having once worked in the insurance industry, where this sort of attitude is also prevalent, there is no doubt that persistence pays off. You shouldn't have to be persistent, but it will pay in the end. Start moving on the items you said you would (CAA, press, etc) and keep reminding BA that the cost of your claim just continues to rise the longer they avoid their responsibility.
Join Date: May 2009
Location: Confoederatio Helvetica
Age: 69
Posts: 2,847
Likes: 0
Received 0 Likes
on
0 Posts
Why split hairs? Why don't you offer to acknowledge that 'denied boarding' didn't occur, in exchange for compensation for the inconvenience caused amounting to a total sum of £xxx? If they don't agree you will pursue your claim through the courts and you trust the court will not accept the contention that BA's admitted mistaken cancellation of a booking meant that the Mrs. did not have a confirmed booking. The act of cancelling the booking is also a clear breach of BA's Conditions of Carriage which only allow such for 'cause'.
That way they avoid a precedence and you get what you deserve.
Also NEVER say you will never fly with them again (even if that is your intent), once they hear that they lose all interest in retaining a customer. Something like "We have always chosen BA as our first choice but given this incident and the poor customer service response we fear that we won't be able to do so in the future. A speedy resolution to our claims would allow us to forget this incident and continue to use BA as our favoured airline"
That way they avoid a precedence and you get what you deserve.
Also NEVER say you will never fly with them again (even if that is your intent), once they hear that they lose all interest in retaining a customer. Something like "We have always chosen BA as our first choice but given this incident and the poor customer service response we fear that we won't be able to do so in the future. A speedy resolution to our claims would allow us to forget this incident and continue to use BA as our favoured airline"
Join Date: Jan 2006
Location: up north
Posts: 310
Likes: 0
Received 0 Likes
on
0 Posts
This case now looks more like a straight contractual issue, rather than EU Denied boarding rules, (although any compensation claim would as a minimum refer to the level of compensation statutorily available for denied boarding). I would suggest that you see if you can get a free half hour consultation with a solicitor specialising in contracts law. From what you've described so far, it may be suitable for a no-win no-fee (some proper solicitors do this as well as "ambulance chasers").
Thread Starter
Join Date: Feb 2002
Location: Inverness-shire
Posts: 577
Likes: 0
Received 0 Likes
on
0 Posts
The day before yesterday I passed the outlines of our problem to the passenger complaints section of the CAA.
The response came "We are currently taking about two months to reply to enquiries"
That explains why BA were unimpressed by my previously saying that I would refer the problem to the CAA!!
Also yesterday we told BA that the offered £250 discount voucher was worthless to us as other than already booked and paid-for flights, Much Beloved has no further travel plans involving BA in the next 12 months (the life of the voucher). We suggested in a spirit of "reasonableness" that if BA offered £250 cash instead, we would forget the denied boarding compensation and the additional costs (45 pence/mile for 270 miles) of collecting MB from Glasgow.
On their performance to date I'm not expecting a positive response from BA so we will then go the breach of contract legal redress route as suggested by Hipennine. However the proffered "reasonableness" won't hurt in court.
The response came "We are currently taking about two months to reply to enquiries"
That explains why BA were unimpressed by my previously saying that I would refer the problem to the CAA!!
Also yesterday we told BA that the offered £250 discount voucher was worthless to us as other than already booked and paid-for flights, Much Beloved has no further travel plans involving BA in the next 12 months (the life of the voucher). We suggested in a spirit of "reasonableness" that if BA offered £250 cash instead, we would forget the denied boarding compensation and the additional costs (45 pence/mile for 270 miles) of collecting MB from Glasgow.
On their performance to date I'm not expecting a positive response from BA so we will then go the breach of contract legal redress route as suggested by Hipennine. However the proffered "reasonableness" won't hurt in court.
Flew short haul in Europe for the first time in five years last week - all my travel in recent years has been long haul.
Coincidentally with BA. Tired, tatty plane, the 'meal' was a packet of two biscuits on a two hour evening flight. Dispirited staff who clearly didn't believe in it either. Squalid is the only word I can think of to describe it. At destination, mate told me SAS is worse.
And the above is what happens when it all goes wrong.
Remind me, why I should I prefer to fly with a legacy carrier?
Are there any legacy carriers in Europe worth paying a premium for?
Coincidentally with BA. Tired, tatty plane, the 'meal' was a packet of two biscuits on a two hour evening flight. Dispirited staff who clearly didn't believe in it either. Squalid is the only word I can think of to describe it. At destination, mate told me SAS is worse.
And the above is what happens when it all goes wrong.
Remind me, why I should I prefer to fly with a legacy carrier?
Are there any legacy carriers in Europe worth paying a premium for?
Due to an error at Glasgow your return ticket was cancelled by mistake. This meant that your ticket was not valid for travel frm Gibraltar
Apply this principle further and the RM people will look at a hopelessly overbooked flight, get some scapegoat to "inadvertantly" delete a batch of bookings and BINGO - they don't have to pay DBC.
Or they'll bring back the requirement to reconfirm your reservation 48 hours before departure, give you a premium phone number at £5 a minute with a staff of ghosts and then say when you turn up for the flight "Aaaah, but you didn't reconfirm and we've had to cancel your booking"
Hang in there.
Thread Starter
Join Date: Feb 2002
Location: Inverness-shire
Posts: 577
Likes: 0
Received 0 Likes
on
0 Posts
The local paper is interested in the story. They are to send a photographer to get a picture of Much Beloved.
Suggested article title "Pensioner dumped in Gibraltar by British Airways" or similar.
Suggested article title "Pensioner dumped in Gibraltar by British Airways" or similar.
Thread Starter
Join Date: Feb 2002
Location: Inverness-shire
Posts: 577
Likes: 0
Received 0 Likes
on
0 Posts
Just a wee update.
Email from BA this morning turning down Much Beloved's offer to accept expenses plus £250 cash instead of their £250 discount voucher.
And BA have decided, without her agreement, to unilaterally send her the £495 in expenses (Easyjet cost + the £50 "gesture" towards my driving 270 miles), but without the discount voucher!
The local press phoned BA today. BA told them that MB had agreed to settle!
So BA are not only Kafka-esque (love that expression!) but downright liars as well!
Email from BA this morning turning down Much Beloved's offer to accept expenses plus £250 cash instead of their £250 discount voucher.
And BA have decided, without her agreement, to unilaterally send her the £495 in expenses (Easyjet cost + the £50 "gesture" towards my driving 270 miles), but without the discount voucher!
The local press phoned BA today. BA told them that MB had agreed to settle!
So BA are not only Kafka-esque (love that expression!) but downright liars as well!
Paxing All Over The World
Go Team PPRuNe Go!
I recall reading a few months ago that KLM had started monitoring sites like Tw!tter so that they could get fast feedback. I read that, during the delays caused by the volcanoes, someone was Tweet!ng that KLM had done nothing for them and that he was thirsty, saying where he was. They found him and brought him a bottle of water. He sent an update on how good KLM were.
What makes me think that BA have not worked this one out yet?? But, as has been said many times before. Great company but past their best and coasting to a halt.
Flight crew great, cabin crew great, love flying with them. Pity about their mgt.
I recall reading a few months ago that KLM had started monitoring sites like Tw!tter so that they could get fast feedback. I read that, during the delays caused by the volcanoes, someone was Tweet!ng that KLM had done nothing for them and that he was thirsty, saying where he was. They found him and brought him a bottle of water. He sent an update on how good KLM were.
What makes me think that BA have not worked this one out yet?? But, as has been said many times before. Great company but past their best and coasting to a halt.
Flight crew great, cabin crew great, love flying with them. Pity about their mgt.
Join Date: Jul 2006
Location: MAN
Age: 55
Posts: 130
Likes: 0
Received 0 Likes
on
0 Posts
Corporate monitoring
I recall reading a few months ago that KLM had started monitoring sites like Tw!tter so that they could get fast feedback
Indeed!
The most famous is the Lily Allen / BT incident
BT doesn't make Lily Allen smile - Telegraph
And I am SO SORRY!
How 'BT Sarah' spies on your Facebook account: secret new software allows BT and other firms to trawl internet looking for disgruntled customers | Mail Online
And I was at a conference where BT spoke about it from the other side.
Have to disagree with the second link as social media is by definition,
'anyone? anyone? Bueller?' social. If you broadcast how can it be spying? I'm
personally intrigued by the cited data protection issues as that applies
to 'private' data.
Anyway back to the issue....
I second Paxboy's comments and do agree 'Kafkaesque' is a wonderful
term. Although I do think there's touches of Saramago there as well :-)
Indeed!
The most famous is the Lily Allen / BT incident
BT doesn't make Lily Allen smile - Telegraph
And I am SO SORRY!
How 'BT Sarah' spies on your Facebook account: secret new software allows BT and other firms to trawl internet looking for disgruntled customers | Mail Online
And I was at a conference where BT spoke about it from the other side.
Have to disagree with the second link as social media is by definition,
'anyone? anyone? Bueller?' social. If you broadcast how can it be spying? I'm
personally intrigued by the cited data protection issues as that applies
to 'private' data.
Anyway back to the issue....
I second Paxboy's comments and do agree 'Kafkaesque' is a wonderful
term. Although I do think there's touches of Saramago there as well :-)
Last edited by Jetdriver; 15th Sep 2011 at 11:44.
Join Date: Jun 1999
Location: world
Posts: 3,424
Likes: 0
Received 0 Likes
on
0 Posts
Well, BA are obviously not trawling PPRuNe otherwise they would have settled to Astir's satisfaction by now. Take them to court Astir, you're on a winner. It's high time BA management idiots (yes that's what they are) realise that making the paying customer pay for their staff and system incompetence is NOT the way to run a business!
Join Date: May 2009
Location: Confoederatio Helvetica
Age: 69
Posts: 2,847
Likes: 0
Received 0 Likes
on
0 Posts
I cannot see how a court could possibly side with BA's reading of the regulation. MB did have a confirmed reservation and took no action to change it or cancel it. BA did cancel it but failed to notify MB of that fact. Such cancellation was not made under any of their Conditions of Carriage/Contract. This is not a get out of jail fee card.
Now BA would hate to have a court rule against them in this case - it would set a precedent. Go for the jugular, it serves them right for doing what they did, and failing to acknowledge it was solely their fault, and to make amends.
Now BA would hate to have a court rule against them in this case - it would set a precedent. Go for the jugular, it serves them right for doing what they did, and failing to acknowledge it was solely their fault, and to make amends.
Paxing All Over The World
The court won't have to side with Astir8's MB or BA. The whole point of being willing and able to show that you WILL take them to court for breach of contract - will cause them to settle with you. The court case is far more publicity than they want.
As to 'public/private' social media - one has to presume that everything said on line is available to everyone. Various privacy settings may have been set - but you must presume that they will fail.
As to 'public/private' social media - one has to presume that everything said on line is available to everyone. Various privacy settings may have been set - but you must presume that they will fail.
Join Date: May 2011
Location: Madison, WI
Posts: 299
Likes: 0
Received 0 Likes
on
0 Posts
Isn't this ripe for a Class Action Lawsuit? If BA's been turning people down for deserved compensation as a matter of policy it sure seems liable.
Just need an enterprising attorney to collect a bunch of disgruntled customers. I have fond memories of a class action circa 2005 which yielded me ~ $100 from BA. Something about them having overcharged for fuel surcharges. Sweet!
Just need an enterprising attorney to collect a bunch of disgruntled customers. I have fond memories of a class action circa 2005 which yielded me ~ $100 from BA. Something about them having overcharged for fuel surcharges. Sweet!
Thread Starter
Join Date: Feb 2002
Location: Inverness-shire
Posts: 577
Likes: 0
Received 0 Likes
on
0 Posts
Well a nice 8 inch square article including photo of the Much Beloved appeared in the "Strathspey & Badenoch Herald" yesterday. Large title "Retired nurse battles BA" with quotes about how her past cancer treatment has left her subject to stress-induced gastric upsets and that the Gibraltar affair triggered an episode.
OK the "Strathy" doesn't have the circulation of the Sun, but it's a start.
We sent the cutting off to Keith Williams with a summary of the fiasco to date and an assurance that despite BA statements to the press that the problem has been settled, that this is not the case and legal action still on the cards.
All for what? 400 Euros + £71 more in expenses. BA must be more strapped for cash than we think.
OK the "Strathy" doesn't have the circulation of the Sun, but it's a start.
We sent the cutting off to Keith Williams with a summary of the fiasco to date and an assurance that despite BA statements to the press that the problem has been settled, that this is not the case and legal action still on the cards.
All for what? 400 Euros + £71 more in expenses. BA must be more strapped for cash than we think.
Last edited by astir 8; 15th Sep 2011 at 09:53.
Join Date: Feb 2010
Location: Hamptonne
Posts: 384
Likes: 0
Received 0 Likes
on
0 Posts
I have followed this thread with growing concern and perturbation.
I am concerned that Mr & Mrs Astir B are apparently being stonewalled by BA and perturbed that the tale is not getting better publicity.
If BA flacks do not (or maybe will not) follow this thread here on PPRuNe Forums - Professional Pilots Rumour Network I know for a fact that Keith Williams' minions do actively participate in British Airways Executive Club - FlyerTalk Forums. The travel trade press also reads that board.
Astir B does not necessarily have to be a BAEC member to publish there - but he is guaranteed a wider exposure to the right audience.
I am concerned that Mr & Mrs Astir B are apparently being stonewalled by BA and perturbed that the tale is not getting better publicity.
If BA flacks do not (or maybe will not) follow this thread here on PPRuNe Forums - Professional Pilots Rumour Network I know for a fact that Keith Williams' minions do actively participate in British Airways Executive Club - FlyerTalk Forums. The travel trade press also reads that board.
Astir B does not necessarily have to be a BAEC member to publish there - but he is guaranteed a wider exposure to the right audience.
Join Date: Feb 2010
Location: Hamptonne
Posts: 384
Likes: 0
Received 0 Likes
on
0 Posts
Blow me! How did that happen?
15th Sep 2011, 10:51 #77 (permalink)
Chuchinchow
Join Date: Feb 2010
Location: Hamptonne
Posts: 346
Quote:
how does one do the link between websites?
Just type in the URL; the PPRuNe system does the rest for you.
Good luck!
15th Sep 2011, 11:02 #78 (permalink)
astir 8
Join Date: Feb 2002
Location: Inverness-shire
Posts: 354
Thanks for that advice, Chuchin - I'll give it a go.
ps - how does one do the link between websites? I'd like to cross reference Flyertalk to this thread.
Chuchinchow
Join Date: Feb 2010
Location: Hamptonne
Posts: 346
Quote:
how does one do the link between websites?
Just type in the URL; the PPRuNe system does the rest for you.
Good luck!
15th Sep 2011, 11:02 #78 (permalink)
astir 8
Join Date: Feb 2002
Location: Inverness-shire
Posts: 354
Thanks for that advice, Chuchin - I'll give it a go.
ps - how does one do the link between websites? I'd like to cross reference Flyertalk to this thread.
Thread Starter
Join Date: Feb 2002
Location: Inverness-shire
Posts: 577
Likes: 0
Received 0 Likes
on
0 Posts
Thanks for that advice, Chuchin - I'll give it a go.
ps - how does one do the link between websites? I'd like to cross reference Flyertalk to this thread.
pps - A cheque arrived yesterday from BA for their version of our expenses. As previously stated, we have neither agreed nor accepted this sum, so it's staying in my drawer for now, plus notification sent to BA that we do not accept it as a final settlement.
ps - how does one do the link between websites? I'd like to cross reference Flyertalk to this thread.
pps - A cheque arrived yesterday from BA for their version of our expenses. As previously stated, we have neither agreed nor accepted this sum, so it's staying in my drawer for now, plus notification sent to BA that we do not accept it as a final settlement.