Tuesday, February 19, 2008

British Air -- the saga continues


British Air sent me a letter.

On their website it costs 120,000 'miles' to get a ticket to Shanghai. They offered me 10,000. No other perks.

If they screw up 4 more times in the next year I'll be able to fly to England on BA. (England costs 50,000 'miles'.)

They suck.FIRST OFF.... the 'inconvenience b/c of snow' wasn't the major problem. Read my posts to get up to speed. They really crapped up the crowd management thing and made the delay awful rather than a pain in the tuchas.

SECOND OFF....they should have been more generous regardless of whether they wanted to admit their mistakes. (OR is corporate even aware of the mistakes...)

THIRD OFF... there are other blogs out there that are doing the same thing-- I think we'll start making a list

I'll keep posting all written correspondence from BA.

This could be so easy for them. Here is what the Merrow Sewing Machine Co. would do if we were in the position they are.

1st. Ask the customer what they want.... Mea Culpa, it's our fault, we want you and your family and your grandkids to fly MSMC (BA...) so what do we need to do?
-----now the customer might MIGHT offer something outrageous... but chances are they'll say something like 'a ticket or two somewhere to replace the one you fouled up and upgrade my 'status' with BA for the next year so I can check in first class and be upgraded if seats are available.' ------

2nd. Give them a little more than they asked for. This is rule number 2. If you're in the business of damage control offering more makes you pretty impervious to criticism.

3rd. Ask that they schedule future trips on MSMC to allow MSMC to make it all back up to them.

Think of the future money BA can make.


For instance. I am flying to Shanghai on March 4th, then again on April 4th, and then Again of May 15th or so.

If I were the CEO of BA i'd want my business. I'd work hard to get it. I'd offer me all sorts of incentives to get back on those BA airplanes.... and stop blogging about how horrible the customer service at BA is.....

GIVE A LITTLE, GET A LOT.
charlie merrow Merrow

Merrow has manufactured sewing machines since 1838 and remains one of the most interesting companies in the textile space

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