British Airways Complaint - Managers will not speak to clients
JOHANNESBURG -- Background. Two staff members fly from Johannesburg to Spain (Seville), via Heathrow, on British Airways both legs. No luggage. Luggage is then found, but they cannot get it as British Airways will not hand it to Iberia (to send on to Seville). It is being handed onto Iberia as they are the local representatives for B.A. (according to B.A. themselves). Confused? Join the Club!
48 hours latter this has still not been sorted out - no luggage still.
This is where it gets interesting. Attempts to get clarification or assistance have failed totally as British Airways will not communicate direct. Requests to speak to Managers in Spain, the UK and South Africa have all failed.
In Johannesburg here I have been told twice today that "Policy is that Managers will NOT speak to clients who have a problem. We are not allowed to put you through or provide contact details or make appointments". A similar response was made by the UK - who came up only with the standard response of "e-mail".
Naturally the e-mails go into the blue - no separate e-mail acknowledgement etc. Only a screen that says "Thank you for your e-mail. It is important to us. Our normal business hours are Monday through Friday (SIC). We respond to e-mails as they are received, so we will be in touch again soon. While you nare waiting for your reply there is no need to resend you (SIC) email or send a follow-up communication".
Maybe the standard of the written English starts to give you an idea of what you are up against?
My suggestion - give B.A. a miss - if anything goes wrong you will be on your own......
If you do however want to fly them, try this test first - phone up B.A. and ask for a manager!
Alternatively surf the websites, admire the poor English, and try and find a HEAD OFFICE number to phone. Good luck!