[jonathanmiller]

travelworld. I’m sure that someone from BA is employed periodically to read this and similar unbiased and free market responses; but I am equally sure that there is not the slightest chance that they will promise to do something about it. It seems to me deeply unlikely that this forum is the only evidence of people’s dissatisfaction with BA’s correspondence policy. It is beyond credence that they don’t know about it. It’s patently a deliberate policy decision. Either that or appalling management disciplines of course.

[travelworld]

Sadly I suspect you are right.

[jonathanmiller]

I fear so. Wouldn’t mind being proved wrong though ………….No? Er, no.

[jonathanmiller]

Dear everyone, I think we’ve just about exhausted this one – certainly for now or until BA makes a change. Thank you all for your contributions and wisdom. I am back off to being a lurker once more. Jonathan

[Potakas]

As i posted last week i sent them my complaints about my last flight, i didn’t ask for anything, i just told them that i was expecting clean cabin.

Here is their response,

Dear Mr Potakas

I am sorry to hear that the seat was dirty and you felt the plane looked shabby on your recent flight. It is not what you would expect of British Airways and I do apologise for letting you down this time.

We know how important the aircraft’s appearance and cleanliness is to our customers. We have made improvements to our cabin environment a top priority. This has meant spending more on specialist cleaning equipment and setting up new performance-based contracts with the cleaning company we use.

We have also re-examined our own processes to make sure that problems in the cabin are dealt with as quickly as possible. Everything is recorded and passed on to our maintenance team as soon as the aircraft lands, so they can put it right. We acknowledge that there is still work to do in this area. We have started the changes and we are getting a positive reaction from our customers. We will continue to focus on long term improvements to our aircraft.

I also concerned that the onboard entertainment for your seat did not work properly. It must have made your flight less enjoyable and been very frustrating for you since it happenned on both flights. We do try to move customers to another seat if this happens, but when the flight is busy, it isn’t always possible.

I also got some miles for apology.

This was the first time i contacted them and for me their response was excellent.

Regards

Potakas

P.S. I think that is worth to mention that i got response from the Greek Executive Club (which i am registered ) and maybe this is easier for me and them as probably they don’t have to deal with so many complaints as the UK one probably has to.

[Author]

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