British Airways Complaint - BA is Ruining my otherwise Happy Life - Honestly!
BA BAD AT EVERYTHING - BUT TRY FLYING DOMESTIC!!!
I live in Newcastle and work during the week in London. I have a lovely (paid for) home in Newcastle, three great lads who I am proud of and a wife who I love even more than the day I married her (and she me by the way!). I live in a nice flat when down in London and earn a very handsome salary. Oh – I also really enjoy my job as well.
By any and all accounts I should be the happiest man alive and have no issues or stress at all.
BUT... I HAVE to fly BA Newcastle – Heathrow return every single week. Incredible as it may seem, this casts an enormous cloud of unhappiness over my otherwise complete life.
Why? Well, okay I said I enjoy my job, BUT, it is grindingly hard – hence the high pay - and I put in at least 60 hours over Monday – Friday. This leaves me with a 48 hour weekend of which I spend about 16 sleeping and another 2 – 3 hours keeping my company accounts up to date. So I get about 30 hours a week ‘downtown’ to relax and enjoy myself.
Over the past 12 weeks, the Friday 18:10 hrs Shuttle from Heathrow to Newcastle has departed thus:
1 Flight cancelled (no reason) – bumped to the 21:00 hrs flight. That flight delayed (no reason) 2 ½ hours. Got home at 12:30 am
9 flights delayed over 40 minutes or more (worst 3 hours, best 45 minutes)
2 flights ‘on time’ (and in fairness I call ‘on time’ delayed less than 45 minutes)
My weekend hours ‘stolen’ by BA = approximately 34 in 12 weeks (i.e. more than a whole weekend in twelve just ‘lost’ due to operational incompetence and complacency)
Statistically, this means an 88.33% operational failure rate to depart according to schedule over a 12 week period. Who reading this would accept such an incredible failure to deliver if you were the MD of the company?
So “Complain” I hear you say. Well, at Terminal 5, I have learned now NOT to complain to BA ground staff. Why? Well, because these people were and are uniformly excellent in dealing with frustrated and angry passengers. They are fantastic at (at least seeming) to give a damn, and are genuinely apologetic and sympathetic. It is simply not possible nor is it appropriate to take it out on them. So, I refuse to play BAs game of ‘shooting the messengers’. They tell me themselves, they are ‘just the firewall’ and urge me to complain in writing. They ALL say that they constantly tell their managers how difficult it is for them – especially regarding the completely routine delays on all the domestic shuttle services and they get genuinely frightened on a Friday when they know full well what is going to happen. They tell me their comments to their managers are ignored, and that their managers NEVER ‘walk the patch’ unless they are shielded by lower order supervisors and then it is all a sham anyway.
They seem to despise and loathe the bumbling little man (with a really bad case of ‘little man syndrome’) who has an Irish accent and purports to be in charge. ‘Slash and slash and burn’ to cut costs is his rasion dentre they say. Well Mr. Walsh – any idiot can slash and burn to cut costs. Easy as taking candy from a baby. No skill or intelligence required. Now cut costs AND maintain a decent level of service – THAT’s hard. Too hard for WW and BA clearly.
I HATE flying BA. I HATE the complacency of the fools in charge. I HATE the patronising and lying little ‘customer services letter’ I receive when I do put my issues down in writing, and I HATE the monopoly this most loathsome of companies has on the slots available at Heathrow.
Feel better now.
I hope you do too reading this!
Thanks for listening...