Complaint - British Airways

Jasonspencer

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?

richardw

AC and BA really don't care.

PeacefulWaters

Moneyclaim Online.

They don't care until it hits the balance sheet.

HHarry

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

I think you are deluded if you think Alex Cruz will look at your complaint/deal with issue/give a stuff.

BorisThomson

PeacefulWaters wrote: »

Moneyclaim Online.

They don't care until it hits the balance sheet.

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

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.