My exchange with (BA Executive Club)
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My exchange with (BA Executive Club)
I received this message yesterday:
I clicked on Reply and said:
I really didn't expect a reply but little while later I got this:
Customer Experience? Poor, to say the least
Dear Mr ExXB,
As part of British Airways continued investment in our Brand, Products and Services, during 2013 we have made a number of significant improvements to the tools and processes used during times of disruption.
The rationale for this investment is simple - to better serve our customers on the occasions where their travel plans are disrupted, through providing better information, more choice and options, while also enhancing the tools and processes our colleagues use to deliver a higher level of service. As part of this investment we have:
• Delivered new automatic rebooking capability, which looks to select the next best option available to customers
• Created a new Customer Response team at Heathrow
• Equipped customer service colleagues with iPads, offering the ability to rebook customers on the spot, while also providing a range of additional information
• Increased equipment and training for winter readiness at Heathrow
With the winter months approaching, there is a greater likelihood that the weather may cause some disruption to our customers' travel plans during the months ahead. We will do all we can to mitigate and minimise such disruption.
In order to serve you better, we do need your help.
During times of disruption, having up to date, accurate contact information for our customers is critical in being able to deliver the service you expect. Please can I ask that you therefore take this opportunity to ensure that your Executive Club or Registered customer profile contains your contact numbers and email address.
You can check and update your profile here
You can also provide the contact information at the time of making each individual booking, but by including it in your profile it helps avoid us being unable to contact you should you forget to do so.
Please be assured that this contact information will not be used for sending you marketing communications unless you separately choose to receive such marketing communications and will always be used in line with the British Airways Privacy Policy and, for Executive Club Members, the Executive Club Terms and Conditions
Whether you are booking directly with British Airways or one of our travel agency partners, ensuring that your personal contact information is always included within the booking will allow us to contact you and serve you better.
My sincere thanks for your help and continued support for British Airways.
Warm regards,
(name deleted)
Managing Director, Brands and Customer Experience
As part of British Airways continued investment in our Brand, Products and Services, during 2013 we have made a number of significant improvements to the tools and processes used during times of disruption.
The rationale for this investment is simple - to better serve our customers on the occasions where their travel plans are disrupted, through providing better information, more choice and options, while also enhancing the tools and processes our colleagues use to deliver a higher level of service. As part of this investment we have:
• Delivered new automatic rebooking capability, which looks to select the next best option available to customers
• Created a new Customer Response team at Heathrow
• Equipped customer service colleagues with iPads, offering the ability to rebook customers on the spot, while also providing a range of additional information
• Increased equipment and training for winter readiness at Heathrow
With the winter months approaching, there is a greater likelihood that the weather may cause some disruption to our customers' travel plans during the months ahead. We will do all we can to mitigate and minimise such disruption.
In order to serve you better, we do need your help.
During times of disruption, having up to date, accurate contact information for our customers is critical in being able to deliver the service you expect. Please can I ask that you therefore take this opportunity to ensure that your Executive Club or Registered customer profile contains your contact numbers and email address.
You can check and update your profile here
You can also provide the contact information at the time of making each individual booking, but by including it in your profile it helps avoid us being unable to contact you should you forget to do so.
Please be assured that this contact information will not be used for sending you marketing communications unless you separately choose to receive such marketing communications and will always be used in line with the British Airways Privacy Policy and, for Executive Club Members, the Executive Club Terms and Conditions
Whether you are booking directly with British Airways or one of our travel agency partners, ensuring that your personal contact information is always included within the booking will allow us to contact you and serve you better.
My sincere thanks for your help and continued support for British Airways.
Warm regards,
(name deleted)
Managing Director, Brands and Customer Experience
Dear (name deleted)
I stopped using British Airways, other than to burn my remaining miles, over four years ago following significant customer service and operational failings on BA's part.
Your stated improvements will likely be welcomed by some, but frankly they do little to encourage me to use your services unless I literally have no other choice.
I also know that there is little that you can do about the limitations at Heathrow, but promises to rebook me quickly and easily, are irrelevant when I know that to chose any other airport to connect means I won't have to be rebooked. A cm of snow at Zurich, Frankfurt or even Paris does not result in cancellations or delays. Heathrow often closes under such circumstances, and even if it doesn't, your widespread cancellation of short haul connecting services penalises your connecting customers.
I'm a little doubtful that your efforts will succeed, seeing as your company's IT skills remain poor. Could you not interrogate your data base to see which of your customers didn't have this information already on file?
Good luck with your renewed efforts, but you lost me long ago.
Regards
I stopped using British Airways, other than to burn my remaining miles, over four years ago following significant customer service and operational failings on BA's part.
Your stated improvements will likely be welcomed by some, but frankly they do little to encourage me to use your services unless I literally have no other choice.
I also know that there is little that you can do about the limitations at Heathrow, but promises to rebook me quickly and easily, are irrelevant when I know that to chose any other airport to connect means I won't have to be rebooked. A cm of snow at Zurich, Frankfurt or even Paris does not result in cancellations or delays. Heathrow often closes under such circumstances, and even if it doesn't, your widespread cancellation of short haul connecting services penalises your connecting customers.
I'm a little doubtful that your efforts will succeed, seeing as your company's IT skills remain poor. Could you not interrogate your data base to see which of your customers didn't have this information already on file?
Good luck with your renewed efforts, but you lost me long ago.
Regards
如这电子邮件未能显示,请点击这里。
感谢您致函英国航空公司。虽然我们为您提供更全面的服务, 但是我们未能为您发给本地址的邮件做出回应,此地址仅用于自动发送邮件。
如果您对您的英航会员俱乐部会员制,或您对未来乘坐英国航空航班的旅行有任何问题
,请点击 British Airways - Your questions (英航会员俱乐部会员可以点击
British Airways - Region 并选择 Your questions)如果您需要终止订阅英国航
空公司与您沟通的邮件,请点击这里 British Airways ,我们将在10天内
对您的要求做出修改。
您也可以通过您的网上个人简介终止订阅英国航空公司的邮件,请点击您的会员账户
British Airways - Region 。 在'Manage my account 部分进入 Amend Details 后,您
可以查阅 Marketing Consent (於您的个人资料的下方)
感谢您致函英国航空公司。虽然我们为您提供更全面的服务, 但是我们未能为您发给本地址的邮件做出回应,此地址仅用于自动发送邮件。
如果您对您的英航会员俱乐部会员制,或您对未来乘坐英国航空航班的旅行有任何问题
,请点击 British Airways - Your questions (英航会员俱乐部会员可以点击
British Airways - Region 并选择 Your questions)如果您需要终止订阅英国航
空公司与您沟通的邮件,请点击这里 British Airways ,我们将在10天内
对您的要求做出修改。
您也可以通过您的网上个人简介终止订阅英国航空公司的邮件,请点击您的会员账户
British Airways - Region 。 在'Manage my account 部分进入 Amend Details 后,您
可以查阅 Marketing Consent (於您的个人资料的下方)
Paxing All Over The World
A translation would be interesting. Even if only to ascertain is it a genuine attempt - or an advertisement for Oriental viagra ...
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如这电子邮件未能显示,请点击这里。
感谢您致函英国航空公司。虽然我们为您提供更全面的服务, 但是我们未能为您发给本地址的邮件做出回应,此地址仅用于自动发送邮件。
如果您对您的英航会员俱乐部会员制,或您对未来乘坐英国航空航班的旅行有任何问题
,请点击 British Airways - Your questions (英航会员俱乐部会员可以点击
British Airways - Region 并选择 Your questions)如果您需要终止订阅英国航
空公司与您沟通的邮件,请点击这里 British Airways ,我们将在10天内
对您的要求做出修改。
您也可以通过您的网上个人简介终止订阅英国航空公司的邮件,请点击您的会员账户
British Airways - Region 。 在'Manage my account 部分进入 Amend Details 后,您
可以查阅 Marketing Consent (於您的个人资料的下方)
感谢您致函英国航空公司。虽然我们为您提供更全面的服务, 但是我们未能为您发给本地址的邮件做出回应,此地址仅用于自动发送邮件。
如果您对您的英航会员俱乐部会员制,或您对未来乘坐英国航空航班的旅行有任何问题
,请点击 British Airways - Your questions (英航会员俱乐部会员可以点击
British Airways - Region 并选择 Your questions)如果您需要终止订阅英国航
空公司与您沟通的邮件,请点击这里 British Airways ,我们将在10天内
对您的要求做出修改。
您也可以通过您的网上个人简介终止订阅英国航空公司的邮件,请点击您的会员账户
British Airways - Region 。 在'Manage my account 部分进入 Amend Details 后,您
可以查阅 Marketing Consent (於您的个人资料的下方)
If this e-mail can not be displayed, please click here.
Thank you for your letter to British Airways. Although we provide you with a more comprehensive service, but we can not send e-mail the address for you to respond, this address is only used to automatically send messages.
If you have your Executive Club membership, or if you have any questions about the future of travel to take British Airways Flight
Please click on British Airways - Your questions (Executive Club members can click on
British Airways - Region and choose Your questions) If you need to terminate the subscription British Air
Empty companies to communicate with your mail, please click here British Airways, we will be in 10 days
Your request to make changes.
You can also terminate your online profile British Airways mail subscriptions, please click on your membership account
British Airways - Region. After the 'Manage my account section into Amend Details, You
You can view Marketing Consent (below your personal data)
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It actually says:
I'm so Ronery / So ronery / So ronery and sadry arone / There's no one / Just me onry / Sitting on my rittle throne / I work rearry hard and make up get prans / but, nobody ristens, no one understands / Seems rike no one takes me serirousry / And so, I'm ronery / A rittle ronery / Poor rittle me / There's no one I can rerate to / Feewr rike a biwd in a cage / It's kinda siwry / but, not reawry / because, it's fiwring my body with rage / I'm the smartest, most crever, most physicawry fit / but, nobody erse seems to rearrize it / When I can the worrd maybe they'rr notice me / And untiwr then, I'wr be ronery / Yeaaaaah, a rittle ronery / Poor rittle me...
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Biased I agree. But last time I flew British Scareways I was ordered off a flight as I didn't have a seat assignment, despite being a regular fare paying passenger with a regular ticket - certainly not non revving. Besides it's just an LCC that forces you to pay for a drink and bird seed. They've even charging for bags on some routes - just charging £10 less so they can get away with saying they don't charge for bags.
Yes they do have FF but Avios points are poor since Air Miles were devalued. Plus seat assignment can be expensive and unless you have status or are willing to pay you'll be given free seats which are the left over dross. And let's not get started on the staff attitude and the complete shut down of short haul at the slightest sign of trouble in Deathrow (yes I know why they do it).
I was rather hoping Vueling would take over more short haul flying for BA. I have to say apart from the slightly les than adequate leg room, they are by far te best short haul travel option in the IAG group.
But then again you get to tell your friends you're flying BA and not a LCC/charter. Can't put a price on that, can you?
Yes they do have FF but Avios points are poor since Air Miles were devalued. Plus seat assignment can be expensive and unless you have status or are willing to pay you'll be given free seats which are the left over dross. And let's not get started on the staff attitude and the complete shut down of short haul at the slightest sign of trouble in Deathrow (yes I know why they do it).
I was rather hoping Vueling would take over more short haul flying for BA. I have to say apart from the slightly les than adequate leg room, they are by far te best short haul travel option in the IAG group.
But then again you get to tell your friends you're flying BA and not a LCC/charter. Can't put a price on that, can you?
Classic TL-DR gobbledegook
How about this?:
Mark Twain was right when he said “Everyone talks about the weather, but no one does anything about it.”
We can't change the weather, but we can improve the way we handle disruptions and keep their impact on your travel plans to a minimum.
This what we've done:
We'll also contact you proactively to let you know as early as possible if your flight is affected, but we need to be able to contact you at short notice.
We promise that we won't use your contact details for any other purpose unless you've specifically told us that we can contact you with marketing information.
We can't guarantee that it won't snow and that flights won't be cancelled or delayed this winter, but we'll do everything we can to get you to your destination as soon as we can.
If you have any ideas on how we can do it better, please contact my team at ..........
Managing Director, Brands and Customer Experience
I should charge them....
How about this?:
Mark Twain was right when he said “Everyone talks about the weather, but no one does anything about it.”
We can't change the weather, but we can improve the way we handle disruptions and keep their impact on your travel plans to a minimum.
This what we've done:
- Increased equipment and training for winter readiness at Heathrow.
- Established a new Customer Response team at Heathrow.
- Equipped mobile customer service teams with iPads to rebook you on the spot.
- Automated the rebooking process to choose the best option available.
We'll also contact you proactively to let you know as early as possible if your flight is affected, but we need to be able to contact you at short notice.
- Please make sure that your Executive Club or Registered Customer profile has a current phone number and email address. You can do that here
- If you don't have a customer profile, make sure that you enter contact details with each booking.
We promise that we won't use your contact details for any other purpose unless you've specifically told us that we can contact you with marketing information.
We can't guarantee that it won't snow and that flights won't be cancelled or delayed this winter, but we'll do everything we can to get you to your destination as soon as we can.
If you have any ideas on how we can do it better, please contact my team at ..........
Managing Director, Brands and Customer Experience
I should charge them....
Last edited by RevMan2; 19th Dec 2013 at 10:58.