| Journal: TWUK | Section: |
| Title: | Issue Date: 02/04/01 |
| Author: | Page Number: 11 |
| Copyright: Other |
I WOULD like to relate a recent experience with British Airways
that left me disgusted at the company’s lack of customer service
and frustrated at how senseless our national airline has
become.
I am a travel consultant for a small independent agency in
Glasgow.
My client needed flights from Glasgow to Madrid for six people
who were going there to work for two 18-night periods, interrupted
by a short break.
My client made an error with the dates of departure and tickets,
costing more than £1,000 per journey, were issued. I contacted
BA Rapport on behalf of the client and was told that the airline
was not prepared to assist.
As I felt this was very poor service, I approached BA’s business
account manager in Glasgow to request assistance. I proposed a
mutual settlement that would enable BA to resell the six seats on
the incorrect departure date and requested that a percentage of the
ticket costs be allocated to my client towards future travel with
BA. The answer was no.
These circumstancesshow that BA is inflexible, unco-operative
and inconsiderate. It is a pity that it can get away with such poor
customer service.
I wonder how it ever felt justified in calling itself the
world’s favourite airline?
Pam Charnley
Nr Falkirk
Scotland
* Travel Weekly would welcome a response from BA.