I went to New York last June and chose to take BA this time over Virgin because of flight availability and times etc that I preferred.
I flew back on BA 186 from Newark which was scheduled to dpeart at 22.30. So as normal went to check in 3 hours at airport. Only to be told by check in staff that flight had only taken off an hour ago from Heathrow.
I specifically put on my booking that if case of any delays to text my mobile phone because likelihood we would have checked out of hotel which was the case. Not that BA called them anway.
Flight did not arrive until 12.55am and did not get up in the air until 2.57am.
Not sure how we managed that given I thought airports were closed after a certain time.
It was explained that the delay was caused due to flaps not working properly and they thought it was easier to fix the problem that drag another 777 out of the hanger as a replacement. In the end they had to do the latter We were given a $10 voucher to use in the airport, last of the big spenders that.
On my return my friend who went with me complained to BA of the problems it caused and has taken seven months to respond and the word " sorry " used once, it just bleated about it was out of their control and look forward to seeing us again.
Not me you wont, if that is their idea of good customer service.
We werent even after compensation, just an apology and contrition for the delay and lack of communication that led to us spending 8 hours in Newark airport, I felt like Tom Hanks in the Airport.
Good customer service goes along way to repeat business, bad customer service is not easily forgotten
I flew back on BA 186 from Newark which was scheduled to dpeart at 22.30. So as normal went to check in 3 hours at airport. Only to be told by check in staff that flight had only taken off an hour ago from Heathrow.
I specifically put on my booking that if case of any delays to text my mobile phone because likelihood we would have checked out of hotel which was the case. Not that BA called them anway.
Flight did not arrive until 12.55am and did not get up in the air until 2.57am.
Not sure how we managed that given I thought airports were closed after a certain time.
It was explained that the delay was caused due to flaps not working properly and they thought it was easier to fix the problem that drag another 777 out of the hanger as a replacement. In the end they had to do the latter We were given a $10 voucher to use in the airport, last of the big spenders that.
On my return my friend who went with me complained to BA of the problems it caused and has taken seven months to respond and the word " sorry " used once, it just bleated about it was out of their control and look forward to seeing us again.
Not me you wont, if that is their idea of good customer service.
We werent even after compensation, just an apology and contrition for the delay and lack of communication that led to us spending 8 hours in Newark airport, I felt like Tom Hanks in the Airport.
Good customer service goes along way to repeat business, bad customer service is not easily forgotten