British Airways got caught up in one of their worst disasters in years in terms of customer service last weekend, plugging the switch on some 75,000 passengers and grounding operations out of Heathrow and Gatwick for the airline for a whole bank holiday weekend. With their CEO going on the air in a high visibility vest trying to tell people this was under control, it was not for a few more days.
Anyways, it seems British Airways now is switching to damage control mode. And one of their first course of action is to keep their elite ranks together. One of the ways they are doing this, is to extend the tiers for two years for their existing British Airways elite members. Here are emails that are being received by various BA members over today:
As someone who flies with us so often, I want you to know that we always strive to offer you the highest level of service, and make your journey as comfortable as possible.
However, we clearly fell far short of this commitment last weekend.
I’m so sorry you had to endure such inconvenience, and understand the frustration it must have caused. So as a gesture of goodwill, we’d like to renew your current tier status for a further two years, regardless of how many Tier Points you collect in that time.
We’ll be making these changes over the coming days, and you’ll soon be able to see your updated details on ba.com.
If you want to make a claim for any food, transport and accommodation expenses, you can do this through our customer relations teams.
You can find additional information on ba.com about your customer rights and what you can submit a claim for under the EU compensation regulation.
I hope this goes some way to making up for your experience last weekend, and rest assured we’re working to safeguard against this in the future.
Again, please accept our apologies, and thank you for your patience.
from the Executive Club
Now here is the trouble with this approach. This is going to hopefully put BA in the good books of who got affected, and a lot many more who did not get affected will feel like it gives them the shorter end of the stick. Nevertheless, it is a generous offer, and I hope this gets BA in the good books of a few who got affected.
Did you receive the email? Share your situation with us.