I was shouting at the radio as I listened to British Airways (BA) chief executive Willie Walsh talk about the airline’s new business-class-only flights from London City to New York.
It seems that the company is keen to attract new customers, and I don’t dispute that it needs them. My issue is that it doesn’t look after some of the business-class travellers it already has.
Clients of our Frome office can testify to this. Recently returned from an adventure holiday in Africa, they visited the office to let the staff know that their return flight had provided more of an adventure, albeit unwanted, than the rest of the trip.
They were greeted with chaos at Zambia’s Lusaka airport when they turned up to check in for their flight home. It turned out that the Zambian president had left on an earlier flight, and that his entourage, a cast of hundreds, including numerous diplomats and their families, was due to follow him to London with BA.
The quick and exclusive experience of business-class check-in proved anything but as queues stretched for what seemed like miles. And to make matters worse, our clients were amazed to see luggage appearing from every corner of the terminal building, wheeled in by flunkies.
Much of it was overweight, resulting in diplomats emptying and repacking cases on the floor. By all accounts, it could have been a scene from a Carry On film.
Meanwhile, our clients finally reached the check-in desk only to be advised that their business-class seats had been allocated to the party, and they would have to travel in World Traveller Plus.
To add insult to injury, they were told they would receive a £200 refund – far less than the cost of upgrading from World Traveller Plus to business class – and that they would have to hand over their passports for photocopying.
Our couple declined the cash, deciding to file for more substantial compensation when they returned to the UK.
Reluctantly proffering their travel documents, they were sent to the business lounge to ‘relax’. The lounge was empty, so they headed for the bar and a much-needed drink. Needless to say, the optics had been drunk dry and the only refreshments available were tea and coffee. The champagne and smoked salmon were long gone, as were the wine and beer.
The couple waited resignedly for the return of their passports, but these had not materialised before they were called to the departure gate. At the point of boarding, they still had not been reunited with them, and by this time, they were the only passengers who hadn’t embarked.
A shirty pilot, now running 40 minutes late, was getting angry, to say the least.
Eventually, an official arrived, waving their passports and a form that they understood was to release their documents. They signed, unquestioningly, and were handed the passports and two envelopes containing a card enabling them to withdraw the £200 from an ATM.
They reminded him that they had refused the money, and were going to take the matter further with BA on their return to London. It was only then that they were told that the forms they had signed were not for receipt of their passports, but acceptance of the £200 refund.
The pair were upset about signing something they hadn’t agreed to, but were at least grateful to be finally on their way home, even if it was in World Traveller Plus.
This is where good cabin crew come into their own; recognising the distress of these weary passengers, they poured them each a glass of champagne – by all accounts the only good thing to have happened that day.
I hope Walsh reads this. These people were genuine, loyal, BA business-class passengers who were downgraded.
In this industry, the clients you want to book this year are the ones you booked last year; repeat business is where you make your money, Walsh, and loyalty is a two-way street.
Maureen Hill works at Travel Angels in Gillingham, Dorset