BA Good Service – Is this a Consistent Change?

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This topic contains 21 replies, has 11 voices, and was last updated by  capetonianm 2 Dec 2018
at 11:40
.

Viewing 7 posts - 16 through 22 (of 22 total)

  • nevereconomy
    Participant

    FDOS – while I appreciate your frustrations, it might be time for you show BA your disapproval by using other carriers for your travel. Todays BA is what it is
    – just on the topside of cheap and cheerful. I have come to terms with that and enjoy a good flight when I have it and do not lose sleep over the less than good ones.
    They have decided to follow a certain path which we may not like, but it apparently suits them and a lot of travelers – more and more I see reviews that say the
    experience was fine for the price. If a better (in my mind) carrier offers a comparable price for the same route, that is who I use.

    1 user thanked author for this post.

    FDOS_UK
    Participant

    FDOS ā€“ while I appreciate your frustrations, it might be time for you show BA your disapproval by using other carriers for your travel. Todays BA is what it is

    ā€“ just on the topside of cheap and cheerful. I have come to terms with that and enjoy a good flight when I have it and do not lose sleep over the less than good ones.

    They have decided to follow a certain path which we may not like, but it apparently suits them and a lot of travelers ā€“ more and more I see reviews that say the

    experience was fine for the price. If a better (in my mind) carrier offers a comparable price for the same route, that is who I use.

    I’ll book with whatever carrier I choose, thank you.


    rferguson
    Participant

    A huge factor is what people like about different airlines. There’s the hard product stuff – lounges, seats, IFE etc. And the ‘soft’ product. The service, crew etc.

    Over the past year i’ve flown in J (longhaul) with QR, MH, BA, CX, AA, QF, RJ, AY, TK. And for me, I can say hand on heart that if all those airlines flew the same route for the same price my choice would be – AA. And when I tell this to my friends (especially american ones) they are like whaaaaaat??!! And I guess a lot of that comes down to inconsistency in hard product (they would only be my first choice on an aircraft with their new J seats) and in the service (i’ve heard some horror stories). But, based on the four sectors I flew with them in J, I found them faultless. Great cabins, great food, great punctuality, great lounges (well I cheated slightly, used CX F lounge at LHR but their own Flagship lounges in JFK/LAX put many other airlines flagship lounges to shame), great wifi, IFE and superb service from slightly quirky crew that know how to have a laugh and be themselves. After AA i’d then rank in order CX, QR, QF, BA, MH, TK, AY, RJ. Someone else flying the same airlines could rank in the total reverse order depending on their experiences.

    IMHO where BA/QF (and i’m sure AA) fall down is the degree of inconsistency. They can be AMAZING flights or terrible from one day to the next. I think CX and QR win in the consistency stakes.


    FDOS_UK
    Participant

    IMHO where BA/QF (and iā€™m sure AA) fall down is the degree of inconsistency. They can be AMAZING flights or terrible from one day to the next. I think CX and QR win in the consistency stakes.

    I’d agree with your conclusion – I took several QF flights over the last 2 years and the variation was as you described. I’d add Emirates as a candidate for high levels of consistent service (though I’m not a big fan, in other ways). The master of consistency in my flying is Ryanair, who promise little and deliver! This is not sarcastic, they need to operate consistently/efficiently to make a profit, given their business model – however, not a favourite of mine.

    Also, experience suggests that comparing domestic flights (e.g. AA) with international is problematic, because of the gulf in product and service levels.


    capetonianm
    Participant

    I have just ‘phoned BA to change a flight ex CPT for my wife.

    The change couldn’t be made on their pathetic website, so I called the USA number, and ended up talking to someone in NCL, who was

    – helpful
    – pleasant
    – knowledgeable
    – polite
    – professional

    I don’t want to mention the gentleman’s name as he might get fired for going outside company policy!

    I was armed with my own calculation of the fare difference which matched his very closely.

    I don’t know if this was a one-off or if it is indicative of a change in BA’s attitude, hopefully the latter.


    Daytripper
    Participant

    Whatever BA’s problems might be, courtesy and professionalism from their call centre staff isn’t one of them.

    I’ve called BA countless times and never experienced any problems, unlike some other dreadful organisations. BT and Vodafone please stand up.


    capetonianm
    Participant

    That’s probably a fair comment. However I have found the Indian call centre people, although unfailingly polite and gracious, to be robotic to the point of infuriating as they are not empowered to make decisions. I always try not to be unpleasant to them because it is a horrible and badly paid job, and because I genuinely like Indian people, but it is hard work sometimes.

    As for professionalism, and this is a general comment, I have found a lot of them to be inadequately trained, and I accept that is not their fault, it’s management to blame.

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