The Musings Of An Opinionated Sod [Help Me Grow!]


Brexit Airways …

So a few weeks ago, I was in Amsterdam and about to fly to London.

I was quite excited because apart from going ‘home’ for the first time in well over a year – even if it was just for 18 hours – I was going to fly into London City airport for the first time and I was interested to see it.

OK, that’s not why I had chosen to pay the higher fair – I had to be in the city at a specific time – and so that airport made things super convenient for me.

About 30 minutes before we were going to board, a member of British Airways came up to me and asked …

“Mr Campbell, would you be interested in catching a later flight that lands at Heathrow. We will provide you with a €25 voucher if you do.”

Now for those of you who don’t know, Heathrow Airport is not in the middle of London and while it is obviously well served with transport links, it’s a much longer journey and probably costs more than the €25 they were offering.

Because of this, I asked …

“Does anyone ever accept that offer?”

The representative looked at me rather sarcastically and said …

“Yes, lots of people actually”.

Now maybe I was a bit jet-lagged.

Or maybe I just didn’t choose the right words.

But I found myself replying with …

“That must explain why you’re no longer the World’s favourite airline”.

OK, that was a majorly dick move, but I still can’t work out how an airline thinks it’s OK to offer an alternative flight that goes to a completely different airport and a voucher that doesn’t come close to covering the higher price I’d paid for my ticket [so I could fly to that specific airport], let alone the probable cost of getting into the city from this new destination.

I get things change and alternative plans have to be made, but brands need to remember that the best way to deal with screwing up is to offer a genuine level of compensation, not something that literally rubs salt into the wounds.

Have they learnt nothing from their war with Virgin?

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18 Comments so far
Leave a comment

burnnnnnnnnn.

Comment by andy@cynic

best thing youve said in ages. better than anything on this blog but you were still a precious little fuck.

Comment by andy@cynic

I was quite impressed with it.
Funnily enough, the person from BA wasn’t.

Comment by Rob

cant wait to see lee avoid this post even though its against the old fucking enemy.

Comment by andy@cynic

Nice of Rob to keep trying to make him bite but he never does.

Comment by DH

1% problems.

Comment by DH

Preeeeeeeeeeecisely

Comment by Northern

Let me guess: You were wearing Birkenstocks and gave away that you are a Branson fanboy.

Comment by Chikashi

He’s not a Branson fanboy, he’s a Branson blagger. Which is more embarrassing to Branson than Rob.

Comment by Bazza

I agree it was bad customer service, but that was a dick move. Good to see the old Rob is back.

Comment by Bazza

Still got it …

Comment by Rob

Don’t they know who you are?

Comment by John

I think that’s why they did it.

Comment by DH

Probably.

Comment by Rob

I find it more depressing that people accept that offer.

Comment by Pete

Petty.
Excellent.

Comment by Northern

Maybe they are from Hounslow or Feltham? Would be easier plus cab fare home

Comment by Charlie Potato




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