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  • FIRST POST
    • Jasonspencer
    • By Jasonspencer 2nd Oct 17, 3:58 PM
    • 1Posts
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    Jasonspencer
    0 WOW
    Complaint - British Airways
    • #1
    • 2nd Oct 17, 3:58 PM
    0 WOW
    Complaint - British Airways 2nd Oct 17 at 3:58 PM
    Back in August I had an horrific experience with BA and subsequently sent a complaint through their complaints department. Four weeks later i still had not received a response and so forwarded the email to the CEO Alex Cruz. The following day I received an email from their complaints department responding to my complaint. The response I received did not answer any of my complaint properly and quite frankly was patronising and poor. I forwarded the response to Alex Cruz and expressed my concerns and asked if he would look into this for me as I was so disappointed and saddened with the response. Two weeks passed and I did not receive any kind of correspondence from him so I emailed him again and explained that I appreciated he was a busy man but could he take the time to acknowledge my email or respond. It has now been a further two weeks and still haven't received a response. Not only did I receive poor service and a very poor experience with them but now I am being ignored. What can I do next? I feel really let down by British Airways but now this sadness has turned to anger. What can I do?
Page 1
    • richardw
    • By richardw 2nd Oct 17, 4:17 PM
    • 18,198 Posts
    • 7,490 Thanks
    richardw
    • #2
    • 2nd Oct 17, 4:17 PM
    • #2
    • 2nd Oct 17, 4:17 PM
    AC and BA really don't care.
    Posts are not advice and must not be relied upon.
    • PeacefulWaters
    • By PeacefulWaters 2nd Oct 17, 5:06 PM
    • 6,976 Posts
    • 8,589 Thanks
    PeacefulWaters
    • #3
    • 2nd Oct 17, 5:06 PM
    • #3
    • 2nd Oct 17, 5:06 PM
    Moneyclaim Online.

    They don't care until it hits the balance sheet.
    • HHarry
    • By HHarry 2nd Oct 17, 6:39 PM
    • 406 Posts
    • 268 Thanks
    HHarry
    • #4
    • 2nd Oct 17, 6:39 PM
    • #4
    • 2nd Oct 17, 6:39 PM
    As richardw has said, this is standard for BA. Responses take an age, and are often just a 'cut and paste' of some standard response. They really don't care.

    If there's a financial aspect to your problem, follow PW's advice and make a claim through MCOL.
    Otherwise just book your next flight with someone else - when enough people do that they'll start to listen.
    • Westin
    • By Westin 2nd Oct 17, 6:40 PM
    • 1,154 Posts
    • 832 Thanks
    Westin
    • #5
    • 2nd Oct 17, 6:40 PM
    • #5
    • 2nd Oct 17, 6:40 PM
    I think you are deluded if you think Alex Cruz will look at your complaint/deal with issue/give a stuff.
    • BorisThomson
    • By BorisThomson 2nd Oct 17, 6:42 PM
    • 374 Posts
    • 553 Thanks
    BorisThomson
    • #6
    • 2nd Oct 17, 6:42 PM
    • #6
    • 2nd Oct 17, 6:42 PM
    Moneyclaim Online.

    They don't care until it hits the balance sheet.
    Originally posted by PeacefulWaters
    What are you suggesting they claim for? They've not mentioned any loss

    Jason, it would be helpful if you gave an outline of your complaint. Have they caused you financial loss, or was it just poor service with no consequential losses? If the latter you've got as much as you're going to get, BA don't really care anymore.
    • jpsartre
    • By jpsartre 3rd Oct 17, 8:21 AM
    • 2,703 Posts
    • 1,811 Thanks
    jpsartre
    • #7
    • 3rd Oct 17, 8:21 AM
    • #7
    • 3rd Oct 17, 8:21 AM
    Contact them on Twitter. IME the social media team will call you back. I wouldn't use their email customer service for anything substantial as you will most likely just get a cut-and-paste reply that has little or nothing to do with your question.
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