Excellent proactive BA customer service

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  • Anonymous
    Guest

    mkcol74
    Participant

    For a month of so I’ve had Avios redemption flights booked via BA, operated by CX KUL-HKG in September.

    My husband happened to have a nose in MMB & noticed that our flight CX790 had been cancelled & they were offering alternatives. All well & good however neither of us had received a notification from BA.

    I happened to tweet BA just to ask if that was normal. Within 3 hours I had a callback from them to apologise for lack of notification which they confirmed I should have received, that they would investigate why the relevant computers weren’t talking to each other & then to sort out rebooking the flight with me on the phone there & then.

    Yes I have ‘status’ in BAEC – Bronze!! So I hardly think that was a clincher 😉 Just simple, straightforward, good customer service.


    SimonS1
    Participant

    You mean the fact you found out by chance and had to call them to question the lack of notification was good service?


    mkcol74
    Participant

    They called me.
    Their resolution was excellent service.


    SimonS1
    Participant

    And you think they would have called you if you hadn’t alerted them to their error?


    AllOverTheGaff
    Participant

    mkcol74 – 26/02/2015 12:54 GMT
    My husband happened to have a nose in MMB & noticed that our flight CX790 had been cancelled & they were offering alternatives. All well & good however neither of us had received a notification from BA.

    Just so I haven’t misread this; Your husband notices that the flights you have booked have been cancelled, no one from BA had been in contact with you to inform you of this either by phone or email, and you categorise this as both excellent and proactive customer service?

    What did I miss?

    Rgds.
    AOTG.


    mkcol74
    Participant

    Okay let’s try some clarification, as apparently the message is being misunderstood by at least 2 people reading this.

    The lack of notification – yes, less than ideal. Obviously some problem with one of their computers talking to another. It’s 6 months away, no biggie.

    I tweeted them to ask if lack of notification is normal (given I’ve never had a flight change via ba.com before), they asked for my locator & later called me and resolved it to my satisfaction over the phone. That part, just there, that’s the good bit.

    They could have just tweeted back saying “No, it’s not normal. Now go to MMB & sort it for yourself” but they chose not to.

    I shan’t bother replying any further about this, as I’m happy with what was done & the outcome. I simply wanted to show it’s not all bad from BA. If others have issue with my satisfaction then that’s their issue not mine.


    MartynSinclair
    Participant

    I wish I knew how to tweet and instagram.. its all double Dutch to me…

    Does anyone want to arrange a seminar in London area… I would gladly pay….


    ImissConcorde
    Participant

    mkcol74
    +1


    SimonS1
    Participant

    I am glad you are happy mkcol74, but it wasn’t proactive.

    BA were reacting to your tweet. That is reactive, however good the service.

    Proactive would have been them contacting you without you having to have a ‘nose in MMB’ and then ask them what was going on.

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