British Airways Complaint - BA moves complaints response overseas and results suffer
Customer service is very important to me. Obviously it is not for BA.
I redeemed my miles for a ticket from London to Frankfurt and then I flew Lufthansa business class to Havana. In Cuba I tried to find a BA a representative office. No airline could help with BA’s tickets. I called BA in the US and they refused to help as I was in Cuba. So, I logged on to the BA web site which was down and then I could not access it as they encryption level was too high for Cuba as it is for some other “developing Countries.”
On returning to Frankfurt, none of the BA staff knew how to change my redemption ticket. They did not have a telephone number for the UK. I called on my mobile and I was on hold for 5 minutes, transferred to Sales, then to Customer Service, back to Executive Club and then back to sales.
I emailed a complaint to BA. They have farmed out email Tier One complaints to India which has resulted in poor or little or no response, standardised "we are sorry" replies. They lost my complaint on two occasions.
After complaining and demanding a response, I received from Allison McGibbon, Customer Relations
I have certainly looked again at what happened and taken into account
everything you have told us, but I’m afraid there is nothing I can add. I have apologised for your disappointment with the service you received
No explanation of why BA Frankfurt could not help, no apologies for having to speak to three different BA departments, no apology for my complaint being lost, twice, or no explanation of why their was no email response.
Thank you BA, you were the world’s favourite.