Just a short blog, saying a massive thanks to “Ursula” at British Airways, for allowing me to change my flight dates, waiving normal change fees, “bending” the rules for me. I think there will only be a small fare change fee, if any. Very polite and helpful on the phone today, and she want the extra mile for me – I’m grateful.

This is the second time (recently) I’ve had helpful customer service from British Airways and they’ve bent over backwards to help me. The other time was during the crew strike last year, and they were able to get me an alternative flight with Qatar airways, and very helpful on the phone.

99% of the time BA have treated me exceptionally well, over the years, and I’m happy to fly with them. I was even once, many many years ago, upgraded (for free) from club to first, by a very kind woman at JFK New York. It’s the first time I’d been in first, and will probably be the last, as no way I can afford to fly first or even club these days.

As a relatively frequent flyer (in economy) – My only (critical) suggestions for BA are :

1. Be a little more lenient on slightly overweight bags – most of us don’t have professionally calibrated scales at home, and do our best to follow the rules (like weighing bags at home as best we can). Occasionally we may be a kilo or two overweight. In the scheme of things this shouldn’t cause the flight a problem, as other passengers after often underweight. It’s pretty off to have a fare paying passenger on their hands and knees at check-in desk repacking suitcases, and having to throw things away – that should be an absolute last resort.
2. Do something about the rude, and unhelpful staff at check-in at Suvarnabhumi airport in Bangkok, and this relates to 1. above. I hasten to add that most of the check-in staff in Bangkok have usually been very polite and helpful, but there are definitely some bad eggs.
3. Get rid of the ghastly check-in machines at terminal 5 (London Heathrow), and put some real people back on check-in desks. It’s quite the disappointment to arrive at the airport, and not speak to a real human being, I do feel robbed of something valuable. Aside from after having a million things to organise, to then have to work out how to put a luggage label on a bag, and work out an unfamiliar computer system – especially for older people. Automating and mechanising things isn’t always progress, especially for those check-in ladies and gents who will have lost their jobs.

I make these criticisms with a positive intent, as I think it would improve BA’s service, to a higher standard – these small things make the difference between loyal customers, and customers who eventually will fly with someone else.

Sincerely I wish BA the very best of luck financially, over the coming weeks and months, as this will be a very challenging time for them because of the pandemic. Qatar airways have a 25% shareholding in BA, so might be they may be able to help.

Thank you once again BA, and Ursula who works for BA customer services.

Cheers

Don Charisma

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