To British Airways from a consistently disgruntled customer over many years.
1. Your customer service email responses do not have an email address you can reply to. If I took the time and trouble to write to you, I want to engage in a dialogue. I know it costs you money. But if you answered my questions right first time then we wouldn't need to go back and forth. Putting barriers in my way only makes me more upset. And more upset won't make me feel better about you.
2. You designed a new state of the art terminal at Heathrow where a significant proportion of the flights do not have a jetway attached. So now we have to go back to the 60s and ride around in airport buses. This not only adds to the journey and slows me down, but makes me feel even more like cattle than the rest of the journey. And lets not talk about security lines, check in hassles, baggage reclaim hassles, etc that are still going on every day. Oh, and you screwed up the public transit to all the terminals by the way in which the Heathrow Express/Connect services were designed. Instead of a nice circle between three terminals we now have an abortion of a changeover at T1,2,3. Great.
3. I feel like a third class citizen when I use free miles to travel, with worse seating allocations. Pay attention here - I used your service enough to get enough miles to travel somewhere. Apart from the fact it isn't free because I have to pay significant charges to USE the air miles, please pay attention to the fact that I should be your MOST favoured customer, not some piece of trash that fills up your empty seats.
4. In all the years I have flown you I have been upgraded once. Its not your policy to upgrade people unless it is for your operational convenience. Well guess what? I fly Star Alliance instead. They understand that upgrades are appreciated by their customers and rewarded with loyalty. I like being able to buy exit row seating for a small extra charge in economy. Made my flight to Australia last year much more comfortable.
5. Your cabin baggage space is a joke. Why do you want to have the smallest bins in the air? Expecially when they are using real estate that you cannot cram any more seats into? And why do you insist on putting stuff like oxygen and crew apparatus near the emergency exits when that is the space that is most needed by passengers for their stuff so as to keep the emergency exits clear?
About the only think I really like about BA is the website. Clean, easy to navigate, fast. Good online checkin. Perhaps your web team should go sort out the baggage problem at T5? Redesign your customer services? Speed up your security checkin?
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