Very Poor BA Customer Service
Just wanted to update everyone on the where I ended up with this situation.
I have decided I am wasting my time expecting BA to appreciate any level of my loyalty and Frequent Flier status. Membership of the Executive club counts for nothing and the customer service is so poor that BA has descended to the lowest ranks of the low cost airlines.
If anyone has the misfortunate of dealing with Customer Relations person Sara Scullion, then you will have more satisfaction chewing a brick. Her 'couldn't care less' approach was quite shocking, particularly her 'do what you like I don't care' attitude.
As a final step, I decided to look into the terms and conditions around having to take the outbound flight to keep the return flight. Or flight sequencing as BA like to call it. I'm trying to understand if I pay a fare difference or pay the full one way fare to get home.
It's interesting to note to get to the section describing the terms of sequencing takes many steps. At the very bottom of the terms and condiions page you see when you buy a ticket is a link to 'general conditiions of carriage' then another link 'view the british airways conditions of carriage' then another link to 'tickets' then sub section 3c2.
BA gets zero marks for transparency.
I would like to get some feedback on the interpretation of terms and conditions below; do I pay a fare difference?
"3c2) Your ticket is no longer valid if you do not use all the coupons in the sequence provided in the ticket. Where you change your travel without our agreement and the price for the resulting transportation you intend to undertake is greater than the price originally paid, you will be requested to pay the difference in price. Failure to pay the price applicable to your revised transportation will result in refusal of carriage."
BA have not replied to my request for clarification
It's interesting to note booking two single one way tickets with BA is cheaper than booking a return tickets and the single tickets do not have the sequencing liability! This make no business sense which seems to be consistent with the way Customer Services works.
I've instructed my corporation to stop all business class flights from London to Mumbai. We are using a local carrier that's 30% cheaper. I always thought the extra premium was worth it because of service I thought BA was providing. I was very very wrong. I've also instructed the use of SAS for flights to scandinavia. They are very much more customer orientated. We will only use BA as a last resort airline for future bookings.
It's clear to me BA do not value me as a loyal customer. They are also indifferent to my loss of business. It will be interesting to see in the future if this business model of a complete disregard of a loyal customer base will lead the company to ruin in the way it would for any other badly run business.
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