Nick – By “employer” I take it you mean BA and from the construction of your mail and frequent use of “ok” I deduce you may well work for the “customer service” department? Further deduction would seem to confirm this as you have not bothered to read the full story, evidently a prerequisite requirement for working in the “customer service” department.
So here we go “Nick” – They had PAID EXTRA to sit together! That means they had parted with no doubt hard earned cash to be seated in one row [taking it this was a long haul flight, not hard to do for the airline]. As you so succinctly put it, they had every right to “moan”.
And Nick suggests that other passengers can move to accommodate a family that wants to sit together. They could, and some people will, but what if the people being asked to move are also with family? Perhaps they paid for their seat selection too? Perhaps they used their BAEC status to choose their preferred seat, which is after all a benefit of the programme?
Nick’s response typifies the lack of customer-centric thinking that has flourished in BA over recent years. Instead of owning the customer experience, he accuses them of moaning, and expects other customers to solve the problem for them.
