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Bits: Barclays / IHG compensation payments, BA toilet trouble

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News in brief:

More news on Barclaycard / IHG compensation

Following on from my article this week about Barclaycard closing the IHG Rewards Club card, it seems that the call centre has now been officially briefed to offer you £25 compensation for every £1,000 you have spent on the Premium card if you have not yet triggered your free night voucher.

This is in addition to the pro-rata card fee refund that you will receive in April.

By a huge coincidence, this is exactly the same amount that I suggested readers should ask for when I wrote my article on Tuesday …….

British Airways BA 777X 777 9X

When BA cabin crew clean your plane ….

A couple of weeks ago, The Sun ran this story about BA cabin crew at Gatwick being paid £10 to clean short haul aircraft when they arrive late.  They don’t do a great job as they have no cleaning materials but it does allow the plane to take off again more quickly.  As part of the time saving measures, the toilets are not emptied.

I didn’t write about the story at the time because, frankly, a steady drip drip of ‘anti BA’ stories isn’t a lot of fun to read or write.

Yesterday, however, I received a shocker of an email from a reader.  British Airways had done this on a LONG-HAUL flight to Mauritius.

Our reader boarded his delayed Club World flight from Gatwick last Monday to find his seat covered in crumbs and grease marks on the windows.  It had already been announced over the PA that the cabin crew had tried to clean the plane instead of the contract cleaners due to a marginally late arrival.

However, as with ‘quick turnaround’ short hauls, it seems that the toilets had not been emptied.  After 10 hours of a 12 hour flight, the crew announced 3 of the 4 Club World toilets were closed as they were full.  A few minutes later, it was announced that ALL of the toilets on the plane were now full and closed.

BA has offered our reader 10,000 Avios as compensation.  This is, apparently, the most they are allowed to offer for any disruption now following the new ‘compensation scale’ introduced last year.  As the readers was on a £7,000+ BA Holidays package I have encouraged him to reject this and seek a larger sum through the Small Claims Court.

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Comments (113)

  • Leo says:

    So Rob what do you think the chap would get via small claims? There’s no contract for 4 loos in CW surely? There were still toilet facilities available…I’m not being sarky it’s a genuine enquiry. I agree that the plane should have been cleaned obviously.

    • KevinL says:

      But that is the problem. As Rob mentioned, no toilets on the WHOLE plane (see text in bold near end of article). Two hours, 200+ passengers, no toilets. Brilliant…

      • Leo says:

        Oh yeah. Didn’t read that….I’m not sure it was originally there when I commented at 4.41am (I am out of the UK)! Anyway that would put a different complexion on things.

        • NickS says:

          Actually it was two out of the three CW toilets initially. Then a few minutes later they announced EVERY toilet on th ewhole plane and this was just after they have woken everyone up 2 hours out on a night flight when presumably everyone would like to visit the little room. Prins Polo says he doesn’t use BA anymore as he doesn’t want pee into a bottle. At least us blokes potentially have that choice if tucked away out of sight of the aisle and happen to have an empty bottle!!. Not sure what the ladies are meant to do though….
          Someone also commented that BA probably doesn’t contract to provide a set number of toilets in any class but if you look at BAs own seat maps their 3 class 777-200 seat map clearly shows two toilets athe front of the CW cabin and three in the centre of the CW section and has done for at least the past four years. In fact there is only one at the front and two at the rear.and that has been the case the past four years. If not contractual certainly disingenuous and misleading. I have mentioned this to BA before but nothing gets changed!

          • Phil says:

            Pubs have to provide a certain number of stalls depending on its size

          • Waribai says:

            Were there any children on the flight? If I were with my family in that situation I’m not sure what I would do!

      • Freddy S says:

        This is a serious Health issue & the Health Dept should be notified & BA Fined heavily. .
        Had a trip in 2016 August 30th ,where the flight left Gatwick which is a BA Hub with a unserviceable toilet travelling to TAMPa this was a full Flight with an over abundance of Women & Children headed for Disney in Orlando,I was in Premium out bound & Business on there teturn Ba has long since removed the Toilet in Premium, which means we pay double the rate of Economy, and have to share the toilets down the Tail . , I arrived in Tampa, & came down with E-Coli the first morning I woke up the only food I had eaten was the Steak onboard BA, I spent the next Three Days in a St Petersburg Hospital om a Morpneine drip and IV Fluids due to dehydration of being ill with E-COLi upon landing I I will never eat on a BA Flight again & I unfortunately travel this route twice yearly I was given a Dirty Pillow & Blanket outbound that I could not use ,also plane was not clean had to use a handi wipe to clean Table & arm rests , Shame on BA it is now a third rate Carrier overchardging for no service or cleanliness Trading on the BA Logo knowing full well it is no longer a British Carrier.
        The Steward on the return leg was very concerned for my health, as I was unable to even look at the food on offer, I am still not fully recovered ,and will face travelling this route in a matter of weeks ,which I am not looking forward to However the tkt was oaid for last year ,
        I really need to find another route & Carrier to get to my family in Ft Lauderdale Have used the orlando route on Virgin who are wondeerful However the Airport is a nightmare and such a long drive in a rental an overnight stay in a hotel either end to avoid any chance of Weather related problems en route .
        Gatwick Lounges last year were the Pits could not get in and was shunted into the most unatractive place on earth solied and broken down furniture and charge £45.00 Fifteen for myself an additional Thirty pounds for two other BA Passengeers who were transferred from the Glasgow Flight the same time as myselt were right behind me , and I was charged for them , again am still waiting for that to be refunded by the lounge people . GATWICK is the Pit,s Ground Staff are rude Incompetant who use 5 different employees to transfer a disabled passenger from one arrival to the next Departure and are allways late picking you up making you the last person to be boarded , when in essence we should be first with families with Children Not a good experience all round –

  • Anon says:

    For once I’m biting my lip to refrain from toilet humour and just being grateful my CW flight back from the Maldives was delayed long enough for it to be cleaned adequately also delayed long enough for me to put in another claim for EU261. 🙂

  • Prins Polo says:

    Disgraceful. A new low every day from BA. I have taken my business travel elsewhere as I don’t want to pay £7,000 for a Club World flight and have to pee into a bottle.

    • James Black says:

      maybe we can use water sink instead if it is not full!!!

    • Yuff says:

      I have to say it’s not looking great for BA however I have only flown Qatar and Etihad business and first recently, my next BA flight is in F in October but only one way as I couldn’t book return flights.
      I have only had good experiences on BA flights in premium cabins but those Q suites are looking more and more appealing, ex eu, especially as Tesco have made it harder to collect avios now 🙁

      • Freddy S says:

        these are the two carriers who want to take over BA eventually, to get hold of all of the London Slots , by co conspiriting & assisting with Williw Walsh in downgrading the Service on BA and selling off more shares to Qatar and Etihad , who are selling a better expeirence for much less than BA ,in order to take the BA business away when it starts being hit with Clients moving to other more caring Airlines , preferably neither of the two you have mentioned . its about the Slots since BA used to be a world Carrier ., think about it !

  • Beefy says:

    Re: IHG credit card compo. Are people getting this because they are cancelling the card during the phonecall or just getting a credit but keeping the card open until the end of April?

    I’ve spent around 4k but would struggle to make 19k given the short notice.

    • Beefy says:

      Sorry that should say 10k at the end

    • Adam says:

      I made the call (well, sent a Secure Message) for £50 compo on a £3000 spend, but aren’t cancelling (at least, not until I’ve received the money!). They agreed within 12 hours. Go for it!

  • Anon says:

    And Rob, I think the main current culprits that are “Anti BA” are those managers implementing shocking “dirty tricks” policies which damage the long term reputation of the company.

    Here’s another very similar sounding tale (oversold vs broken seat) about deliberately targeting low CIV customers often those that they feel that they can get away with paying as little compensation as possible….

    • Phil says:

      BA are adamant they don’t target Avios seats or those on 2-4-1 vouchers and I’m sure they wouldn’t lie to me

      • Anon says:

        Lol – Funny, nice tongue in cheek dry humour early on a Sunday.. 🙂

      • Rob says:

        Tell them you are a shareholder and you think they SHOULD be targetting Avios / 241 redeemers because you don’t need to pay them EU261 whereas compensation for someone on a full fare cash ticket would run into £thousands …..

    • xcalx says:

      So this was a cash booking. Looks like the second half of 2 for 1 passenger swerved a bullet.

  • Thomas says:

    just a thought, will Brexit make an end to EU261? I bet BA hopes it does!

    • Anon says:

      TRH covered this the other day, it’ll be incorporated into UK law

      • Alan says:

        Although it will then be an offshoot of the original legislation, so going forward it will gradually differ and not have the same court precedents, I can imagine many airlines will do their best to go back to old habits and no doubt they’ll all be lobbying HMG to water it all down.

  • Lou says:

    The phrase “pay cheap, pay twice” springs to mind. All of the BA cost cutting seems to be costing them significantly more through all the compensation they now have to pay as a result. That’s excluding all the brand damage going on in parallel.

    I assume Mr Cruz wasn’t expecting a 2017 bonus either…

  • Ian says:

    I flew Santiago to Heathrow with BA in CW on Thursday. The toilets worked fine thankfully but my seat wasn’t very clean when I got on. Plenty of crumbs all over it. Bit horrible when that’s your bed for the night as well.

    • Waribai says:

      Always bring this to the attention of senior cabin crew. Happened to my wife on LHR-ICN and she was given 10k compensation on the spot.

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