British Airways Complaint - British Airways Extremely Poor Service
Flying with your airline 6 times within three weeks for my sales trips for Moscow, London and France, I personally feel that you need to know exactly how badly your customers have been treated by your ground members so you can take appropriate remedial action.
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, unquestionable the staff showed no sense of ownership. I would assume that their customers’ feedbacks are being ignored, as it has been almost 2 months now and I have not received any reply from your end.
June 19, for flight 349, we were told that there was going to be a delay, I was quite concerned because I have another flight to take from London to Singapore. I do understand that some things are beyond anyone’s control. What I am concerned about was the way the ground staff handled the customers.
I made my way back to the Check-in desk to find out what to do, approached one of your 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. This is 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 rather that service for the customers which should have at least been also a matter of their concern.
This attitude is evidently prominent with their personnel, they were very unaccommodating, disobliging, unapologetic and were extremely least concerned of your customer’s welfare, absolutely no passion for service. Their 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.
Willie Walsh as one of the leaders of this company I believe that 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.