BA please talk to me!

[Annie]

I’ve mentioned previously that I flew CW back from Singapore on 18th Sept with a broken seat and no IFE. The cabin crew told me they were noting it and I would receive Avios, no other seats available.
I raised a complaint which BA closed without any response. The claim said if I had anything further on the closed complaint I should reply to the email telling me it was closed. I didn’t get an email. Checked junk etc etc.
So I raised a new complaint. I haven’t even had an email acknowledging the compliant.
I refuse to let it go, it’s not acceptable.
Any suggestions for how to escalate this please ?

[Reney]

Have you tried calling them? Saying that I was on hold for 35 minutes before I got through this morning. And the person has just put me on hold again….this was for avios not being refunded from a cancellation.

[Kuestrian]

Got the same with a claim submitted for the refund of seat selection fees following the KUL route cancellation. Was promised an email with details and follow-up but had nada.

Looks like yet more hassle chasing BA to provide the bare minimum customer service. If we can get avios flights to Aus with QR next month then it’s going to be bye-bye to BA as the BAPP 2-4-1 appears to be of no value whatsoever nowadays.

[Annie]

I used the chat function, only to be told that my new claim is also closed, again with no email.
I’m currently on hold to BA. Wish me luck !

[BA Flyer IHG Stayer]

This is a failing of the complaints system BA uses.

There is no way for the complainant to read through all the entries into the case and see what BA responses has made.

The info is probbaly there it just needs to be made accessable!

And the emails could be better as well and explain why the case has been closed

It would save a lot of work for both BA and the customer if they just made some minor changes!

[Annie]

I’m told they recently had a glitch that closed claims without resolution.
Not convinced as my claims were a month apart.
I was told to call back Monday to Friday.
I’ve always made great use of the 241 vouchers but I’m really feeling that BA is just too much hard work these days,

[SamG]

I’ve made two queries recently, one about TPs incorrectly posted as zero and one about a seat refund for a booking cancelled within 24hrs of booking. Both were resolved within a couple of weeks but with no communication back which is odd but got what I needed!

I read on flyertalk that they’ve got a backlog of 100k’s of complaints and they aren’t taking calls/follow up via social media anymore so think you’ll have to just raise another complaint and you should eventually get a evoucher for a few 100 quid based on recent reports. Another option is to ask them to make a final response and then take it to CEDR

[Jackson24]

Hi Annie
I recently had a problem with a BA booking. After doing the rounds of unanswered emails, their new Indian call centre, I gave up and wrote a letter, with a pen. I then posted it to BA Customer Services in Uxbridge. 2 or three weeks later I got a nice response and my refund!

[Annie]

I called BA again today and am now told that my complaint was closed because there is already a claim for the same thing, with a different reference. This claim doesn’t show in my account and they told me that’s because it was raised by the cabin crew on my behalf. I’m to allow 7 to 10 working days for a resolution.
And so it goes on.
I am taking Jackson’s advice and writing a letter which I will post 10 working days from now.

[Ihar]

BA Flyer IHG Stayer wrote:

This is a failing of the complaints system BA uses.

There is no way for the complainant to read through all the entries into the case and see what BA responses has made.

The info is probbaly there it just needs to be made accessable!

Welcome to DPA 2018/GPDR. Submit a “subject access request” making it specific to your complaint/timeline, but as broad as possible (emails, chat, phone calls/transcripts, maintenance logs re: seat defect, etc). Make CR aware of your request, and that you will cancel it if an agreeable resolution is found.

You will surprised about how much (redacted) info you receive. My favourite I received was an internal legal email that just said “Settle or we will lose”. That was a short negotiation 🤣

[Annie]

I’m still being ignored by BA.
They gave me a ref over the phone and said it was the claim that the cabin crew had raised.
Turns out that’s completely untrue. It was an old claim of mine that was closed.
No response to my hand written letter.

Where do I send the subject access request to please ?

I will email Sean Doyle today too.

[Jill Kinkell]

I posted a complaint via snail mail signature requested. On tracking BA did receive it but not a cheep from them in 5 weeks. Sigh!

[Annie]

Jill Kinkell wrote:

I posted a complaint via snail mail signature requested. On tracking BA did receive it but not a cheep from them in 5 weeks. Sigh!

It’s really astonishing. I’d have been happy with a modest Avios amount as compensation if this had been resolved swiftly but after having been ignored and given the run around I’m getting more and more furious.

I do enjoy the 241 vouchers but I’m really wondering if my loyalty is displaced.

Do any of the European airlines have a similar scheme to the 241’s with an opportunity to earn points from cards ?

[Annie]

An update, after emailing Sean Doyle I received an email to say that I would be contacted by a member of the team within 10 days. 20 days later still nothing.
I’ve tried calling and just get stonewalled.
Does anyone have any other suggestions ?

[JDB]

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!

[Niall]

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.

[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.

[JDB]

@Niall – have you ever wondered why claims of a similar nature are dealt with so differently by the same BA staff members irrespective of status?

My favourite recent one on here was someone saying they had “demanded (politely)…”. Of course they didn’t achieve the outcome they sought.

Obviously you take offence easily and it’s kind of you to take offence on behalf of another poster but sometimes it’s best to spell out the truth rather than beat about the bush. As for ‘batey’ I can only give you my impression and felt that was actually quite mild in the circumstances. It would appear BA has taken a similar view.

If you had a serious issue, I’m not sure who you would email if you genuinely think it’s appropriate to email the CEO of a major airline about your seat and TV! It’s utterly ridiculous and not smart. Obviously he’s not dealing with the junk claims being sent to this inbox himself but this just isn’t an appropriate (or likely to succeed) escalation route for a claim of this nature.

PS – having now seen the OP’s response, my initial surmise was apparently entirely correct. The whole thrust of the words and tone is hopelessly counterproductive and more specifics were needed. The lack of a response is entirely unsurprising.

[Niall]

JDB wrote:

@Niall – have you ever wondered why claims of a similar nature are dealt with so differently by the same BA staff members irrespective of status?

My favourite recent one on here was someone saying they had “demanded (politely)…”. Of course they didn’t achieve the outcome they sought.

Obviously you take offence easily and it’s kind of you to take offence on behalf of another poster but sometimes it’s best to spell out the truth rather than beat about the bush. As for ‘batey’ I can only give you my impression and felt that was actually quite mild in the circumstances. It would appear BA has taken a similar view.

If you had a serious issue, I’m not sure who you would email if you genuinely think it’s appropriate to email the CEO of a major airline about your seat and TV! It’s utterly ridiculous and not smart. Obviously he’s not dealing with the junk claims being sent to this inbox himself but this just isn’t an appropriate (or likely to succeed) escalation route for a claim of this nature.

PS – having now seen the OP’s response, my initial surmise was apparently entirely correct. The whole thrust of the words and tone is hopelessly counterproductive and more specifics were needed. The lack of a response is entirely unsurprising.

JDB I am not offended. I am disappointed you choose to be rude to others based on your reading of their ‘tone’, while your tone is fairly consistently patronising. You may call this speaking the truth and not beating around the bush but it really is quite rude. As is your statement that I obviously get easily offended.

Contacting the CEO mailbox here was not about a ‘seat and tv’ it was about being unable to receive any response from BA.

It is my expectation that if you checked your responses with a reasonable set of people they would tell you they are indeed quite rude and patronising. I suspect this is not the first time you have been told this.

[ZW]

I also had a similar case recently. I submitted my complaint about a 4+ hours delay due to aircraft technical issues. My case was closed without emails. I called BA and they acknowledged that the complaint was closed and they can’t access what’s in my case, but they were able to resend the email while I was on the phone. Not sure if that works for all types of complaints.

I’ve been a long timer reader of HFP, but I rarely comment on articles, bits or chats. I do agree with OP that ‘if you can’t be kind, it’s better not to offer advice at all’.

Also, I’ve read probably hundreds if not thousands of comments from JDB, most of his/her comments are very useful but also ‘indeed quite rude and patronising’.
Having said that, I still like JDB. People like JDB, plus a few frequent commenters make this site so interesting, and so much better than any other travel/points blogs. JDB is just like my grandpa, he’s a renowned lawyer, retired, in his late 70s, he doesn’t have much to do but he spends most of his time on online forums or Twitter/X, advising, teaching, patronising, sometimes trolling.

[Points Hound]

Niall wrote:

It is my expectation that if you checked your responses with a reasonable set of people they would tell you they are indeed quite rude and patronising. I suspect this is not the first time you have been told this.

I have been part of the HFP community for many years now, and although I rarely post, I read everything daily. I have witnessed many renowned posters that have come and gone over the years who have caused a similar feeling to many.

Whilst @JDB’s seemingly vast knowledge and daily dedicated input is fully appreciated by many (quite rightly so given the nature and aim of this incredible forum), myself included, I wholeheartedly agree that his responses are often laced with patronistic undertones, often verging on condescending in the way they are delivered.

If I were him I would take this on board.

[Ihar]

I think @JDB has proved the point he was making…. 😁 An email/post provides almost no context of how the text was sent or received. Voice intonation, facial expression, body language – all gone! So you can write what you want, but you have no control over how the other person receives it, nor any feedback to how they have.

The OP hasn’t yet received a response, and the duplicate “claim” is probably a factor in that. But I do agree with @JDB that emailing the CEO is a very extreme and non-helpful thing to do. A bigger and quicker (and more fruitful) “nudge” would be to someone higher up in the relevant CS team.

[Karen Robertson]

Half relieved to see this thread as I feel like I am going mad!! But not so alone now!

Sorry to hear other folks having such a frustrating time but I am with you! I posted before about BA flights that were downgraded from Club to Premium Economy on an Orlando to Glasgow flight in September.

I am due recompense both for AVIOS and for monies. I have opened a case three times with BA but each time it is closed within a couple of days without any response, resolution or refunds. Luckily I took a screenshot of the first case otherwise I would have no evidence of it as there wasn’t even an email to acknowledge it. I only found out it was closed when I went in to look at it

I opened another case which was closed and then another after that one was closed. For the latter two cases I have received emails entitled ‘an apology from BA’ which I was really excited about but on opening they just thank me for being patient while they ‘got back to me’ – Except they didn’t get back to me!!! That’s literally all it says other than some signposting to meaningless parts of their website!

I started CEDR but not sure if they deal with downgrading and not sure what the script is with all the Avios and tier points I am due. So much energy gets taken up these things but I am due hundreds of pounds.

It’s horrifying to think what their complaints system must look like and the more they pile up – the more they pile up!

[rooey]

It does take a fair bit of persistence. I flew MH in J in January (via QR) and BA didn’t award any TPs. I’d been in contact with them since March, and was promised that my case would be dealt with. The updates of “your case is still being dealt with” stopped in July. I then started messaging them on X/Twitter publicly which immediately made them message me to take it private.

Resent them all the details and they promised to resolve it within 28 days. No response after a month. Another Twitter campaign. Finally, someone on Twitter said they could not handle it and asked me to contact Executive Club directly.

To cut a long story short, I just kept at them and in the last few messages I brought up ethics (would have been BA Gold already for a few months if they had counted the TPs) and finally, in late October, I opened my app for check in, and my TP count had changed. It took another day before the app showed Gold. Still no official correspondence from them other than the standard “You’ve upgraded to Gold” email.

It’s incredibly frustrating to deal with BA Customer Services, but just keep at them! Good luck!