Written on: 05/06/2011
LGW-NAP in Euro Traveller
I am a BA Silver member and I always fly business. Had good experiences with BA Club World travelling with my family. This time, for a short business trip with colleagues decided to fly economy: what a nightmare! After being publically insulted by some, very rude, member of the crew, I wrote a long complaint to BA Customer Service. I have been waiting four months to receive a response. The letter I received left me speechless. Per my request for apologies from the crew, they answered stating that the members of the crew, as reported by them, were nice and polite with me and I was rude with them, (similar to asking a little kid if he had been in the cookie jar.) The basic rule of customer service is “the client is always right”, BA Customer service changed it to “the staff is always right”. After being humiliated by the crew, I was also insulted by the customer care department. I have 420.000 miles with BA but, after experiencing their customer care and, after realizing that being a frequent flyer does not make any difference for them, I have decided not to fly anymore with BA.
Luckily, the alternatives are vast and varied. I am a frequent flyer with AF and LH too, I have never had a problem with them. Planes are newer, service on board is much better and Lufthansa offers Flynet (wifi access) on the long haul flights … and your luggage never gets lost!
My suggestion: AVOID BA at all costs!
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