Reply To: BA please talk to me!

[Annie]

Niall wrote:

JDB wrote:

I’m afraid that if I had been asked to hazard a guess when you first posted as to whether you would get a prompt/satisfactory resolution I would have said very unlikely as that post came across as unspecific and angry. Subsequent posts have sounded even more batey. At best, a claim in that vein would not be on the fast track and writing to the CEO of a large corporation about a seat and IFE is disproportionate to the point of damaging and slowing down your claim. Much more recent claims of a service type and more serious/complex ones have been resolved. Raising new complaints about the same issue inevitably delays resolution and risks you appearing not serious or even vexatious. A lot of this is in the asking…

There’s also the issue that BA knows you don’t really have anywhere to go on this. Someone above has suggested CEDR but I’m not sure that this is within scope and even if they could intervene, what they might realistically award.

So, where to go from here? First, what exactly were the circumstances? How broken was the (?Club) seat and how did it affect you. Was the IFE totally non functional and presumably affecting just your seat as you referenced not being able to move to another seat. This was a night flight; how did the absence of IFE affect you? You say the cabin crew noted your complaint on board which generated a claim number – did they offer any on the spot resolution that you rejected?

If you wish to pursue the matter I would write again to the Global Customer Relations team by email and post a hard copy to Waterside setting out the facts clearly but succinctly and tell them what you think an appropriate resolution would be – keep it real though!

I’m not sure that you’ve read what has been posted in full. Annie stated it was CW, so yes it was Club. Annie has also written no other seats were available.

The issue is that the ticketing system or someone has closed the ticket/case without Annie having received any response.

It doesn’t sound like a duplicate complaint being raised, it sounds like the issue being raised again after it was incorrectly and prematurely closed.

Whatever your thoughts on this increasing trend for people to email the CEO when they can’t get anywhere, we and BA know this is now a thing and it’s obviously not handled by the CEO.

Annie I don’t think sounds ‘batey’ which I think is an incredibly rude thing to say. I think it is fair to be angry when, despite multiple attempts, BA gives no indication it has even read the complaint.

@ JDB I’m baffled as to why you think my claim to BA was unspecific or angry, given that you have not seen it, even if you consider that my post here was.
As for batey, I have no words .

I won’t comment on my own position other than to say if a customer found it necessary to email me personally I would probably not reply directly myself but would make very sure that my staff resolved it. That said I run a company that takes pride in customer service which makes us rather different from BA.

You may consider my email to the CEO to be disproportionate but I strongly disagree given that all other avenues have yielded zero response.

The jack for the headphones was broken . Therefore no sound = no IFE.
As per other recent posts, how it affected me is subjective . My seat was broken. Not sure why I should expand on that. The cabin crew accepted it was the case I need no further validation from anyone.

I was advised by crew that an offer of avios would be forthcoming and did not reject any offer.

I have already emailed the Global Customer Relations Team and written to Waterside house.

I asked for any suggestions but really don’t appreciate being told that I’m unspecific, angry, batey and unreal.

I was hoping for advice, not a ticking off and a spell on the naughty step.
I would respectfully suggest that if you can’t be kind you would be better not to offer advice at all.

@ Niall I thank you for taking the time to read what I had written and for pointing out that others have replied without affording the same courtesy.