Last week I booked a long haul flight with British Airways.
It wasn't just any old flight, but a journey which holds particular significance.
Imagine my "surprise" when the flight was confirmed with the following booking reference - plastered in bold Capital letters across all my documents, including insurance: "2RCUNT"!
I contacted BA Customer Services in writing - through their web form, and was given a case number for my complaint - this has been the only response I've had in almost a week, despite repeated messages.
Today I finally called them directly and after an hour on the phone managed to get my booking reference changed to something unoffensive.
In the process I was reprimanded by one of the assistants for using bad language, because I read out my booking reference to him and asked if I could expect similar ones in future!
I found it ironic that this man's sensibilities had been offended, yet my own concerns were being minimised and invalidated, i.E.
I was repeatedly told that these booking references are computer generated and therefore no offence is intended or should be taken.
I was told that as they had now verbally apologised and changed the booking reference, this would be the end of the matter, and there would certainly be no goodwill gestures to make up for any distress.
I am very angry at BA's nonchalance and complete indifference to customers' concerns, and am wondering if this has happened to anyone else? According to one customer representative, the chances of this kind of insulting booking refence happening are one in a million. Still, BA seem to be totally unconcerned and I wonder whether this is just a cheap laugh at customers expense to them.
0 comments