BA Singapore
 

Just travelled LHR to SIN on BA...........BA11.Must be the worst service ever experienced on a Biz class service,

The Staff were terrible....preoccupied with the the strike/Bassa situation.and didnt notice the needs of the paying guests.

They need to realise that with out passengers of any class there is NO AIRLINE and so no JOB for them.

I was really dissapointed as I had supported them till then.

Crud12001

That is pathetic. They are on their way to a long layover, where there will be plenty of time to gossip. Were they sporting lanyards?

Crud12001
 

I'm really sorry you had a bad flight. It makes me very upset to hear stories of poor customer service:(. Please can i urge you to write/email customer services and tell them about your poor experience. It WILL get recorded, and patterns investigated. Be they BASSA or non union, every staff member should be offering good service, and failure to do so must be addressed.

Sorry again...

BAATW

Pray tell us how we e-mail BA customer service? AFAIK this isn't possible.

As a Swiss silver member I am given a phone number in Bremen and invited to call Mon-Fri during business hours. However if you call them they show no interest, as they are only there to deal with redemption bookings, and whap you with a large charge for doing so.

ExXB

Go to www.ba.com, click on 'Executive Club', enter your Exec number and pin then 'Log In', on left side click on 'Contact Executive Club', scroll down to bottom of page and click on 'Contact Us', scroll down to the botton and in the 'Contact BA by email' box click on '>Go to email form', fill in the form, click on 'send'.

BA Miles can be redeemed on line with no charge. There is a tool which tells you which flights and destinations have BA Miles seats available.

Hope this helps

Dave

Dave,
Thanks - but that e-mail form doesn't work for me. I have no record of what I sent - and despite having using it in the past I have never (not once) had a response.

I called the ExClub in Bremen to book an open jaw, (closing the jaw with a booking on a partner airline) which you cannot do on-line. I was told up front to go away and do it on-line (not quite that rudely, but ...) otherwise I would have to pay a fee. I reminded the 'support-staff-person' that I couldn't book an open jaw on-line or an Alaska flight and he agreed and said he would waive the fee. We discovered:

1. No availability on AS for the next 3 months.
2. Despite me seeing seats on the LAX-LHR flight, he couldn't. (We don't see what Gold club members see). He couldn't book that for me. He could see seats LHR-YVR and offered to book that for me, which he did.
3. I booked the LAX-LHR flights on-line.

So I later booked on-line one leg of the open jaw myself and he booked the other leg (as they were the only two seats left). I swear I paid more taxes for doing it this way.

When I got the bill for the Taxes etc for the flight he booked I noticed he had charged me the booking fee, despite saying he would waive it. I called back and discovered 'he had left BA', but they wouldn't refund the booking charge as "I could have booked it on-line". Asked for the supervisor who said the same. Forgive me if I paraphrase. "We would have waived the fee had we been able to book what you were asking for, but since we couldn't give you what you wanted we slapped you with the (not insignificant) fee".

A bunch of amateurs who could give a 'monkeys' about their best customers. I am proud to say I no longer fall into that category.

The other form to use for complaining is the one on the main contact us page:

Contact us (obviously scroll down to 'Make a complaint')

from previous experience BA do get all these emails and do respond to them, usually within a day if you ask for a reply.

If you don't speak up, nothing will get done about it!

A registered letter to the Chairman, by name, at the company's registered address will get results, always start at the top and work down when complaining etc.

Not true. If this happens on a large scale (and I think that this festering dispute increases the possibility of this), then pax will vote with their feet and the airline will take a big revenue hit.

Sometimes this is the only way large corporations develop the will to resolve issues.

I believe that allowing the dispute to drag on is a very dangerous game for both sides to play.

The potential cost savings look very good, IF one can deliver the loads and yields.

Not necessarily true either. Going by some of the reports and posts on here, BA should never have any passengers in Club or First any longer but my partner based at LGW has said that the premium cabin loads are still very good. And before anyone says, no that doesn't include staff.

At the end of the day people will want to travel and if people have money where the choice is either charter or BA Club/First, chances are they will fly BA. If there are bums on seats, BA won't see any issue. To get something done about a bad experience, the company needs to be informed directly

Cornish Flyer

There will be some traction for any airline (e.g. location, schedule convenience, brand image, excellent business class seat) and you will note that I was writing about future posibilities, not the present situation.

Some people on here report very poor experiences with BA and others report very good experiences and it is well understood that people are more likely to complain than praise, so my take is that the majority of passengers are probably happy with their BA flights.

However, your comment about the choice for those with money being charter or BA premium cabin is simply bizarre. BA faces stiff competition from many full service carriers and on the far eastern routes it is pretty intense.

If BA does let standards drop in the future, the competition will murder them.

Used the online form to complain about a flight in March. Reply and BA Miles by way of compensation within 2 weeks.

As I said, my partner is LGW based hence the comparison with charter airlines due to the nature of the routes flown from that base specifically. Of course on high competition routes there will be more choice but I still maintain that the best course of action is to contact the airline directly. Of course if you aren't too bothered, choosing a different airline may be an option but then the same could then happen with that airline too.

I guess it's partly down to luck of the draw with regards to the crew on the day and it will happen within every customer service industry unfortunately. All airlines will have customer complaints due to bad customer service. It doesn't make it right and it shouldn't happen but if people just use a different airline, things won't change but hey, everyone has their own opinion. Some will complain, some will just walk

Are they trying??
 

A consistent message on pprune, and on flyertalk is that the BA service standards are just too erratic. One trip can be brilliant, another can be awful.

This is down to the management.
Some Companies have trained their staff to always do whatever they reasonably can to help customers. Some Companies have transformed the impact that staff have on their customers. BT and British Gas used to be awful always - at least now the individual who comes to your house from those companies tries, (most of the time).

BA themselves stepped up their service standards in the early 90s with two programmes - often referred to as PPF1 (Putting People First) and PPF2. Either the CEO or the Chairman either openned or closed every programme. Maybe BA need to do this all over again - and then simply fire any CS"D" whose team do not reach the required standards.

Yes, if passengers just up and leave, the airline will notice, but how will they know the cause of your dissatisfaction? It could be anything.

Only by people feeding back do the crew managers get to find out out about SPECIFIC problems that are causing dissatisfaction to the paying customer. Yes the onboard forms do some of it, but dont necessarily allow for enough detail for investigations to happen and potentially, disciplinary action.

So, for email complaints;
http://http://www.britishairways.com...ent=contact_us

Phone complaints; 0844 493 0 787

Written Complaints;

British Airways
Customer Relations (S506)
PO Box 5619
Sudbury
Suffolk
CO10 2PG

Some advocate addressing complaints to the Chairman or CEO, others might prefer to address them to the Head of the department responsible for the staff involved and he who had most interest in sorting out non performing CC ... for crew that would be Bill Francis.

BAATW

BAATW

In the last 5 years - How many CSDs have been fired for poor customer service outcomes?

I suspect you'll discover that the answer is zero.

Actually AO, with the exception of a few LHR-IAD flights, who's inflight crews can be diabolical, my issues are with BA's people on the ground. Starting from the {expletive deleted} executive club in Bremen, but including almost every BA person at Heathrow I've ever come into contact with.

Usually BA cabin crew are top of the mark, although this Industrial Action stuff doesn't show them in a very good light.

ExXB.
The person that started this thread would not agree with you.

Purely my opinion, and my experience is clearly different from yours, but some of the BA lhr groundstaff seem fine to me. Some of them try very hard to be great at customer service.

One of the problems with BA staff at Heathrow is lack of empowerment.

Last year, I had a simple problem to resolve, but the agent told me her authority to deal with such matters had been removed and I must contact BA customer services by mail, attaching the various bits of paper I had with me.

The lady was very pleasant and looked quite frustrated by the situation, but the bottom linewas that the customer experience was lousy and bearing in mind my problem arose over a flight in J class, I was disappointed.

Just done LHR-JFK-LHR J class, crew couldn't have been any better, no mention of Bassa, just hard working crew on another hard shift (4 atlantic crossings in 6 days)
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