British Airways Complaint - No solution or common sense
I have been flying BA for years and recently, after I moved from London to Beijing for work, I have been flying them very frequently. They have always been fine... until I had my first issue.
Firstly, I booked a return flight and needed to change the return date. I was informed online and by the UK office that I had to contact the local BA office in Beijing to do this at least a day before travel. The week before travel I did so, only to be cut off due to a dodgy phone line. I called back several times. The day before travel I was out of town on a work trip so I emailed the BA customer support and explained the issue. I tried the UK only to be out of biz hours.
I assumed they would have records of my calls and emails and that even though a new flight had not been booked, they would understand I had been trying to get through so would be flexible.
This is when the volcano issues happened. Since I wasn't flying over this period, I thought I would leave the the lines to disrupted passengers and continued exchanging emails with customer support. These email received nonsensical responses, full of very elaborate apologies but no advice or solutions.
Finally I just thought I'd sacrifice that flight and use miles to buy another flight online. The cost of the extra miles and the staggering tax (almost £300) meant that using miles to buy the flight cost the same as buying the flight outright?!
I thought I would call customer service in the UK to give me some advice. I explained the situation and the woman on the phone was so strange. They must be stressed because after putting me on hold for 15 minutes she was just unnecessarily rude. I wasn't even complaining, I just wanted them to either explain to me the situation or offer some advice. She just kept repeating "there is nothing we can to resolve these issues" in answer to every question I asked. "Is it possible to refund the miles I bought as my flight costs the same as it would directly, plus 30,000 miles?" "there is nothing we can to resolve these issues", "Is there anyway you can access my correspondence and call records to propose an alternative solution to my lost flight" "there is nothing we can to resolve these issues" "Is there anyone else I can call or email as the online customer response team don't appear to understand my emails" ""there is nothing we can to resolve these issues", etc
I know that technically the guidelines specify that I don't deserve a refund or a rescheduled flight, and I wouldn't even be writing here if I had even been listened to with the slightest bit of courtesy, but at each stage they have been so impolite and unhelpful.
So different to my experiences using Virgin (who also do direct from Beijing to London).
Sadly, I have 3 future return flights booked with BA in the next few months (something else that didn't encourage even the slightest hint of cooperation with the customer service rep) so will have to wait til after them to make the switch.
In the meantime, I'll be changing the flights of my London and Beijing staff to Virgin and recommending to my clients to steer clear of BA. Actions which I doubt would even bother the BA team...