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The following letter, which I haven't received any response to is self explanatory and obviously details considerable frustration with BA.:<br /> <br /> <br /> Frank Van Der Post, Managing Director Brands and Customer Experience<br /> <br /> <br /> <br /> <br /> <br /> Dear Mr. Van Der Post:<br /> <br /> <br /> <br /> Please accept my intrusion knowing that it is undertaken only because of my considerable frustration with the Customer Relations response I received. It seems totally obvious to me that my legitimate and reasonable request for consideration was shrugged off and just given an almost scripted rejection. It is my hope that you will see and acknowledge from the following details the validity of my complaint and request.<br /> <br /> <br /> <br /> On September 6th, we were booked on British Airways flight # BA288 from Phoenix, AZ, USA to London, United Kingdom, and the flight was delayed (cancelled and rescheduled for Sept. 7th), which cost us considerable inconvenience and expense for which British Airways Customer Relations now denies any liability / responsibility. I am hopeful that the following details will convince you of the reasonableness of my request and encourage you to reverse the Customer Relations denial.<br /> <br /> <br /> <br /> Our flight reservations were made online and paid for months in advance.<br /> <br /> At one point, still months before departure, we became upset with our inability to make favorable hotel reservations and attempted to cancel our flight reservations, with the request being denied without having significant / total loss of prepaid funds. This policy seems to apply to customers but not to liability for the airlines failure to preform as contracted - highly questionable.<br /> <br /> <br /> <br /> On Sept. 6th we arrived at Sky Harbor Airport in Phoenix three hours before our flight and even before the incoming flight was due - the airport was fully functioning at that time. At departure time it was posted that our flight was delayed; this went on for three more hours as we sat at the airport waiting. After three hours we were advised that the flight would not be available until the next day, Sept. 7th. We were told during the delay that the flight was diverted to Las Vegas, due to weather, which was confusing as we were watching a full functioning airport in Phoenix. When we were told the delay would be until the next day, the reasoning was given that one of the pilots had exceeded his legitimate flying time and could not fly the plane to Phoenix from Las Vegas. This again was confusing as not only did we wonder why this contingency was not allowed for but also we realized that there were frequent flights going to Las Vegas from Phoenix that could provide for transfer of the new crew. I don't assume to know all of the facts or to be able to manage an airline but rather only point out our frustration.<br /> <br /> <br /> <br /> This caused us the loss of one day of vacation, loss of one night at a prepaid, nonrefundable hotel, loss of and the necessity to rearrange booked tours and considerable general inconvenience and stress.<br /> <br /> British Airways in Phoenix offered all passengers a hotel for the night, meals and transportation to the hotel and back to the airport the next day; we instead went home and took advantage of only vouchers for the taxis.<br /> <br /> <br /> <br /> The October 1st, 2013, email from British Airways Customer Relations denied any liability and only offered a $160 USD e-voucher - which seems totally insensitive and ridiculous. Not only does that not recognize our actual losses due to British Airways not meeting their contractual commitment, but it also neglects any consideration of our inconvenience, of our stress and of our incidental expenses ... plus the e-voucher then requires us to spend several hundred more dollars with British Airways, ... as if a reward for their non-performance. That really doesn't seem appropriate to say the least.<br /> <br /> <br /> <br /> British Airways set the price at $250 USD / ticket (2 x 250 = $500 USD) if we made any changes, and they would simply take that immediately, without having to go through all of the trouble we are, so I think it only reasonable for that to be the very minimum consideration due us. <br /> <br /> <br /> <br /> I thank you for your time in considering this letter and all of the information provided. I sincerely hope you recognize the validity and reasonableness of our request. Your courtesy is greatly appreciated and I again apologize for bothering you but I really think it is understandable that we just can't accept the inadequate resolution offered.<br /> <br /> <br /> <br /> Truly,<br /> <br /> <br /> <br /> <br /> <br /> Richard Giles


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