British Airways Complaint - If You Want To Complain Speak to Willy Walsh
I'm a frequent flier - not with BA these days, but for business and between homes in the UK and Spain. Last night (15th April) there was a delay of around 45 minutes before the baggage dispenser was even allocated for my BA flight from Barcelona to London Heathrow. When I asked a BA representative why there was a delay I was told there was a shortage of staff and that if I wanted to complain I should contact Willy Walsh direct! What!? The Luggage Hall staff all agreed that this was a terrible scenario but they could not do anything about it. It was a complete mess and shambles. Berlin, Malaga and Barcelona all squashed in waiting and waiting and waiting. What a great experience. A late night flight and then 45 minutes waiting in the luggage hall because of a mis managed business. BA is not the NHS. When I purchase a service or a product I don't expect to get something back that is less than the normal standard without a reasonable expalnation or an offer to reimburse me for the part of the product or service I did not get. It's not acceptable. And not to be able to question the service without going to the Chairman of the company is ridiculous. All other airlines last night were amanaging fine. BA is lacking in operational management and in customer care. Why was there a shortage of staff on such a busy Sunday evening? I had paid my money and so had everyone else. The service was below the standard we paid for. Why did I not get what I paid for? If I ran my business in the same way and treated my customers like I experienced last night I'd be broke. Who is in charge of this? Was there a meeting first thing today to find out why such a ridiculous scenario was allowed to happen? Who's responsible? If I can avoid travelling on BA, I will. And can you believe that after all of this my partner's bag had been left behind in Spain. I probably won't get a response to the email I sent. If you don't care about the basic service they provide why on earth should they care about me. I wonder if Willy Walsh is aware that the ground staff at Heathrow are directing customers straight to him? Does anyone at this company actually give a damn?