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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