British Airways Poor Service

Re: British Airways Poor Service

Dear Editor:

I would like to share with your readers my experience flying with British Airways 6 times in just within three weeks for my sales trips to Moscow, London and France.

Initially I sent an email addressed to Mr. Willie Walsh, CEO of British Airways. As I personally feel that

as one of the leaders of this company he should be mindful of the bigger picture, as he may have conceivably lost touch with his ground members resulting to passenger’s dissatisfaction and frustration, which I presume is unacceptable as a service-oriented airline, but unfortunately I never received a reply.

29th of May I took flight 872 from London to Moscow the flight was delayed

30th May flight 873 from Moscow to London

30th May flight 352 from London to Nice, flight was delayed for the 2nd time

4th of June I flew flight 341 from Nice to London

9th of June flight 308 from London to Paris

Finally the last flight and probably the last time I will ever fly with the airline, June 19 flight 349 from Nice to London. Of all 6 flights that I have mentioned, three of these flights were delayed.

I do understand that some things are beyond anyone’s control, what I am really concerned about was the way the ground staff handled their customer. On the second time that the plane was delayed the ground member just gave me a blue card and instructed me to email my concerns if I had any without even an apology, unquestionably the staff showed no sense of ownership.

June 19, for flight 349, we were told that there was going to be a delay, I was quite concerned because I had another flight to take from London to Singapore. I made my way back to the Check-in desk to find out what to do, approached one of the staff. Explaining myself and seeking assistance for my possible luggage transfer to my next flight. After being refused, I was brushed off and told that there was nothing further that he can do and stated that it was the “end of our conversation”. Totally appalling and unbelievable coming from someone of the service industry. To aggravate matters further, instead of offering help he was very repulsive in telling me about the “Treaty of Montreal” to elucidate the issue on security, he was profoundly concerned of the security and totally ignored the service for the customers which should have at least been also a matter of their concern.

This attitude is evidently prominent with all their personnel, they were very unaccommodating, disobliging, unapologetic and were extremely least concerned of their customer’s welfare, absolutely no passion for service. The tagline states that British Airways “Takes pride in providing a full service experience to passengers” I think its time they evaluate this claim because with my experience this statement is conclusively untrue.

Furthermore, I flew 2 times in Business class and 4 times in Economy and sad to say, these two classes were indistinguishable, no special touch and no exclusive service.

I do not seek for any compensation whatsoever, I just want these issues that I have rightfully pointed out acknowledged and addressed accordingly without using the typical formatted apology letter, which was disregarded by the Management of British Airways as it had almost been a month and my letter was never acknowledge, this is why I am sharing this letter with the readers so hopefully they get a wake up call.

Thank you for your attention.

Sincerely yours,

Fran&#231ois Huet

Laguna Bintan, Lagoi 29155

Indonesia

Tel no: +62 8127070190

Email:Email User

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Comment On This

Re British Airways "Poor Sevice": I have just returned from a long haul Florida- UK BA flight-"never again!"- broken seats, broken DVD screens, appalling food and ignorant staff...I had no option but to fly with them... the sooner this tax payer supported joke of a service is finally "parked up" the better.

Comment On This

1)Six moths ago, my parents were due to fly out from Heathrow to visit me in the Cayman Islands, BA then diverted the flight to Nassau in the Bahamas saying they had a 'shortage of aircraft' and dumped my elderly parents there, refusing to assist with finding a hotel, or onward journey, saying that they could complete the journey to cayman on the next BA Flight, four days later (They were only due to stay for ten, so with travelling time this was effectively half of the holiday). When my mum (By this time reduced to tears) asked for advice assistance she was told by BA staff, they couldn't assist as their office was just closing for the night. My parents had to pay to fly with American Airlines to complete a journey they had already paid BA for. BA initially stated they didn't have to pay any compensation as my parents had declined the flight which was offered 4 days later, and flatly refused to pay for the hotel in Nassau. Eventually the threat of legal action and some media interest made them grudgingly give up some flight coupons, but to a lesser value than the cost of the AA flights and hotels.

2)My son flew for the first time on his own we requested an escort from from check in to the aircraft, when he arrived at the airport nobody was available to assist, leaving my son to negotiate Heathrow Airport on his own, desk staff were totally indifferent, no apology offered.

3)Having no other choice I sent all my wordly belongings on BA World Cargo when I moved from the Cayman Islands back to the UK, they were shipped on the 1st of August to London, where BA managed somehow to then ship them to BRAZIL where they remain to this day, BA have stated it's difficult to get my stuff back

because their operation in Brazil is "difficult to communicate with" (actual words used!). At the time of writing they have had my belongings six weeks (for one 12 hour flight) and are unable to say when my stuff will be returned, no apologies offered.

A recently retired friend of the family who was a BA employee for many years has said that BA's employment policies (Cost cutting policies and excessively applied affirmative action) mean that there is a big problem with illiteracy, poor spoken english within lower end staff at BA, and this is having a massive negative impact on performance. He also states that BA's unofficial policy on complaints is that the majority of them go away if ignored for long enough. I have certainly found this to be the case, I only found out where my belongings were when a friend within the industry tracked them down for me, BA have made no effort to contact me or my shipping agency or thus far to reply to my call or emails. To think that they are supposed to be our national flag carrier is enough to make you despair. I find most interesting that despite working for them for years my friend refuses to fly with BA.

If just one person reads this and decides not to entrust their travel/loved ones or belongings to BA then it will have been worth the time it took to write this entry.

NEVER EVER EVER TRAVEL WITH BRITISH AIRWAYS, PAY MORE IF YOU HAVE TO BUT GO WITH A PROPER AIRLINE.