Reply To: Sean Doyle email

[PeteM]

In an ideal world, BA’s first line customer service agents would provide timely, sensible and well argued responses to customer complaints. In an even more ideal world, BA would actually deliver a consistently high quality experience, in line with what they advertise when they sell you a ticket, and the number of complaints would be minimal.

Sadly, the reality is neither of the above is true. Responses to complaints are often garbled, related to something else or never arrive. Complaints are arbitrarily closed with zero resolution.

Hence emailing Sean and getting your case in front of the executive complaints team is sometimes the only way to get a sensible person to consider the issue. Sometimes this also isn’t enough and you need to go to CEDR before a truly competent person looks at the issue again and settles.

There is zero repercussions for this for BA whether it’s EU/UK261 related or not, so why bother trying harder I guess – we’re mostly stuck with them anyway…

All Sean will potentially ever see is a weekly/monthly report on contacts, so I really would not worry about “bothering” him.