Forums › Frequent flyer programs › British Airways Executive Club › Flight delayed and moved to flight on lower class › Reply To: Flight delayed and moved to flight on lower class
@AJA. Broadly I agree with your post. I remain Gold but a lot of contributing TP are a result of travel on AA, as despite endlessly reading how wonderful BA crews are I find them , particularly since ‘19, to be rather poor. AA crew are no better, but the food often is.
I’d suggest it is a little more than BA have chosen to operate via call centre. In my experience BA have chosen to operate via as complete as possible disconnect from the customer. Call centres largely uncontactable. They try to use IT but that is very very poor. When there is disruption it’s not like call centre staff are replacing airport staff, it’s abandon passengers and those savvy enough to know sort themselves out keeping receipts and claiming back from BA, who generally pay in these circumstances.
Whilst I’d guess the vast majority of their flights operate as expected, those that don’t when considering the full end to end experience is significant. There’s little point in an on time arrival if you then wait 2 hours for bags. There’s a building weight of feedback on FT that the ground staff shortages are biting BA again. Flights arriving and not having a stand as previous flight remains on stand awaiting baggage loading. Flights at gate but no guidance system, no one to position the air bridge. The high winds on Monday may have bought BA some relief, as it allowed weather cancellations, but around this were a good number of cancellations because they simply lack staff to operate their schedule. There’s a suggestion that on occasions HAL have towed planes on behalf of BA as they were blocking the airport operations. These staff shortages are not being solved by BA, and they remain unable to cope with staff absence because their operation is too thin.
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