I got fobbed off by British Airways’ customer services – judging by the rep’s name, I guess the email originated in Bangalore – I guess they don’t want to know that deaf customers can’t watch their in-flight entertainment system.
My next flights are also with them, same route and will happen after a month’s time. So, we’ll see if anything changed.
Dear Mr Sterry
Thank you for coming back to us.
We carefully consider what our customers tell us – not only here in the
customer relations department but right up to Board level. So when a
customer has been dissatisfied, as you clearly were, you can be
confident your voice has been heard at the highest level in British
Airways.
We meet with our Board every month to share our customers’ views with
them. This means we can invest in and improve the areas that matter
most to you.
We recognise this is an aspect of our service we need to improve. We
now have a specialist team whose responsibility is to achieve exactly
that, and they report directly to our Board.
Thank you for contacting us and for choosing British Airways. We
genuinely appreciate your custom and look forward to welcoming you on
board again soon.
Best regards