Posts Tagged ‘“customer service”’

As anyone who read my previous post – https://saturdaywalks.wordpress.com/2014/12/07/the-old-telephone-exchange/ – will know, this (long) weekend has been spent in North Yorkshire, celebrating my birthday.

Sharon had planned a fabulous weekend of good food and time to relax, so after our trip to Ripon, on my actual birthday, I relaxed. Sharon had tea to cook after all – from scratch and from goods she’d brought along with us. We had Butternut Squash Ravioli for starters, with a spicy tomato garnish and spinach. this was followed by a Griddled Rump Steak, battered onion rings (remember – all from scratch and there was no fryer), mushrooms in a cream sauce, Roasted Sweet Potato and some delicious potato skins. Yummy. This was followed by Tarte Tatin. There would have been cheese – but we were too full.

The following day, breakfast was scrambled eggs and smoked salmon (how lucky am I?) and then although Sharon had researched some walks around the area, and because it was cold, we decided that following our breakfast we would set out and take a look at Thirsk and Northallerton. There was a nowtish market on in Thirsk and I found it disappointingly depressing, whereas Northallerton on the other hand was a whole lot better. So, anyway, we ‘did’ the charity shops, bought a Christmas special Fat Rascal from Betty’s and came home to light a fire and relax before popping out for a splendid meal at a pub five miles away.

The Crown Inn at Roecliffe

is a 16th century coaching inn that retains the inn’s historic features, such as stone flag floors, crackling open log fires and oak beams

and has a fabulous reputation for food and for service. Both of which, following our meal last night, I’m happy to say were richly deserved. We were made to feel welcome throughout our evening, service was attentive without being ‘in your face’ and the food was delicious. I had a pressed belly pork starter and Sharon had ox-tail tortellini. Both were home made and fully flavoured. Mine came with spicy noodles, most of which i had to leave for fear of over-facing myself.

Next, our mains arrived: Sharon had a Venison dish that was just right; whilst I had the Yorkshire Lamb. Two cutlets, perfectly seasoned and a small side dish of shepherd’s pie. We managed to finished a bottle of Malbec too – so a good time was had by all.  Home now and eating left overs 🙂

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I really don’t understand how we get to this point with a company that sells itself as a nation’s pride. After leaving Alison and me stranded in India for almost 48 hours without contact or care – British Airways deny any wrongdoing.

Vegetable Talis

Because I wrote to my M.P. to ask for help at the outset of my campaign to get some recognition of their culpability from British Airways (BA) and because he, Jason McCartney, forwarded my enquiry to the CEO of BA (Keith Williams), I did eventually get a phone call which said sorry, ‘send us your expenses receipts and we’ll pay them’ – along with an £80 voucher to fly with BA again.

The voucher had enough conditions attached to make it worthless to me. So, I wrote back via a ‘web form’ (there’s no way of phoning back and speaking to the one person who seemed to care) to say that this resolution was not satisfactory and to please try again.

I’ve heard nothing back. So I have had to write to them (via ‘web form’) once more. The letter (snail mail) I sent at the outset has been ignored completely.

Lufthansa lunch

On two separate occasions my application for compensation under EU law has been rejected out of hand. This is despite BA’s negligence in not repatriating me as required by international carrier standards. Because BA did not contact us at any time that we were in India and because we could get no response from them through any of the channels open to us; Alison and I had to take our own steps to repatriate ourselves. We finally left India almost 48 hours after the scheduled departure of BA118.

Following social media comments, I realise that Alison and I are not alone in our disappointment with BA. Even discarding the complaints about lost or late luggage and inability to contact BA on a variety of more trivial matters, there is enough evidence to suggest that the company simply do not care about the human cost of cancelled flights or overly long delays. If they do, I’d like to see some evidence of that.

I’m sure that all of the complainants, like me, understand that these things happen: problems do occur. However, once more like me, they all feel that the company has a duty of care to ticket holders and their families when flights are delayed or cancelled. They are quick enough to deny claims when these are made, yet extremely slow to react (or don’t react) to enquiries and updates.

All they had to do to appease us in India was give us timely, accurate information – but they were unable to do that.

What is the role of a social media team if not to give timely, accurate information?

Perhaps British Airways are simply understaffed?

See https://saturdaywalks.wordpress.com/2014/03/02/british-airways-unforgivably-poor-customer-service/ for story.

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Friday 28th February 2014

I’m starting this blog entry in the departure lounge at Bangalore Airport; it’s nice to be back here at last.

We were previously here the day before yesterday at 06:00am – it is now 03:00am, 45 hours later. We leave at 03:45am, exactly 48 hours after I awoke to begin what was planned to be my final day in India.

The Problem
BA118 was scheduled to depart at 08:00am on 26th February but had a problem with one of the engines, so after being boarded and seated, we were taxied out and then taxied back (with over 2½ hours on the plane). We were finally disembarked. Up until that point we were kept up to date with developments and we had no problem with the safety concerns and actions that caused the delay.

After we had disembarked however, British Airways (BA) did themselves no favours at all. None.

We were left to re-enter India, return purchases to Duty Free and collect our luggage without any instruction or information from BA. As queues began to form at two points in the baggage area we realised that this instruction and information might be being given at these points – which was partly true. After a long wait we eventually realised that the girl, who was the epitome of tact and patience faced as she was with increasingly frustrated passengers, was directing people to home (if local) or to hotels if not.

We left our names, telephone details and seat numbers with her as requested and transport was laid on. By 12:00 we were leaving the airport. It then took almost 90 minutes to get to the Royal Orchid Hotel (there are more than one similarly named hotels here – so I’m not sure which one), which on first view (in the driveway) looked quite nice.

The Hotel
Despite the welcoming foyer, my room turned out to be very smelly, very noisy and worryingly dirty. The A/C was either on full, or completely off with no low or medium levels. The smell coming out of it was of old cigarettes and sweat – truly awful. The toilet showed signs of inexpert cleaning and the shower heads were simply dirty. Overall, the room had had a normal clean, but there was no evidence of a deep clean ever having taken place: wooden surfaces were sticky, the flooring was cracked and as I said – the toilet was shitty.

Alison’s room was even worse: E.g. One of her twin beds had stained bed sheets and her window would not close.

The Hotel Royal Orchid is one of a chain in Bangalore, and I cannot comment on the state of the others – but this one, adjoining the KGA Golf Course on Old Airport Road was very grubby, smelly in parts and downright unkempt – in our experience. I for one have no wish to ever go there again. This opinion was shared by many of the other stranded passengers.

Nevertheless, we had been told that news of our flight would be sent to the hotel and we would each be telephoned (on the numbers we had supplied at the airport) as soon as news was available. At this point, we still had the understanding that we would be re-boarded onto the cancelled flight on the following morning. So we had to stay.

The wait
Now began the interminable wait for news from BA.

As I said, we’d been left with the impression that a replacement part would be sent from London and that we would all be rebooked upon this flight, some time the following day (27th February). 13:30pm on 27th February soon became the rumoured departure time – a time that appeared on the BA web site at one time or another. This changed soon after we woke up on 27th. [Flight Tracking] I should note here that friends and family in the UK who were tracing our original BA118 flight from Bangalore, were saying that it had landed in Heathrow about half an hour ahead of schedule. How on earth can that be as the plane was standing at Bangalore Airport, crippled and not moving? Another BA cock-up to add to the ever-growing list?

The departure time shown on the web soon changed to 02:30am on 28th February and every time someone phoned BA (either in Bangalore or the UK) they were told that this was a confirmed time and flight, despite the web site saying that it was estimated and NOT confirmed. BA staff soon had to agree that they were getting all their information from the same place as us – the BA website. Friends and family in the UK were repeatedly told that BA staff at Bangalore were dealing with the situation – which I can assure readers, they were not, certainly not efficiently.

The rumour began to spread that the wrong part had been sent from London and that the flight would not therefore return with passengers. This is quite understandable; I can certainly see how BA would now prefer the 747 back home for repairs, and how flying it back on three engines with a full passenger load might be impossible. So why not come clean as soon as they knew?

It is difficult to describe the stress of not knowing what was happening. We’d gone to bed on the 26th February fairly certain that after 24 hours BA would have a plan and would start ringing us. However, by mid-afternoon on 27th February, it became clear that they hadn’t. For pretty much all of the day we sat in or around the hotel lobby with other stranded passengers phoning, searching and pleading for more information. One quite determined lady had someone send a fax with details of the current situation, but this did no more than confirm what we were being told piecemeal.

Some fellow passengers by now had limited medication, one couple had had to extend care arrangements in the UK for another family member – with no knowledge that this would be possible, and all of us were having to pay for the bottled water we were drinking. The polite and patient member of BA staff mentioned earlier had written on our hotel vouchers: ‘no room service’ and ‘no alcohol’ – which the hotel had interpreted as ‘no drinks at all except tap water’. Alison and I ate in the ‘Geoffrey’s’ Bar because we didn’t want to eat Indian food just before an eleven hour flight – but we even had to pay for that because only buffet food was included in our voucher (apparently).

With no interest from British Airways, we couldn’t check or change that!

Social Media
Alison and I had started to pound Twitter and Facebook with pleas for information as soon as we realised that nothing was going to be gleaned from the Bangalore staff on Thursday morning. We’d hoped that by the time social media (customer relations?) staff came on duty at 09:00am UK time, there would be some form of communication from them. Social Media complaints usually attract immediate attention from public facing companies because they fear the damage that campaigns such as ours can cause.

We have still not had any response from the social media team (nor anyone else at BA to be honest). A simple direct message asking for our phone numbers or email would have made all the difference, even if they could only say ‘we know no more than you, but will try to find out’.

By mid-afternoon, a steady stream of people was returning from the airport. Apparently, they had left the hotel of their own accord during the morning to just be at the airport and to pester BA staff there. They had returned because by now they had been told that a wrong part had been delivered and that they had been rescheduled onto other flights – mainly on the following day (28th February).

Others amongst us began to receive a steady drip of communication from BA. There was no discussion; just reroutes and times. Some fellow passengers were to travel via local flights to Chennai and then on to Heathrow. Some via Dehli, some via Muscat and some I believe via Mumbai. The longer distance travellers, ultimately going to the USA were being rerouted east via Far East countries and into West Coast airports.

We however, were getting nothing. (As I complete this on Sunday 2nd March, I have still heard nothing from BA – it’s as if I wasn’t on that flight.) So as soon as this became apparent, we contacted our employer and their travel agent in Glasgow.

We eventually returned to the UK via Frankfurt, on a Lufthansa flight that left Bangalore at 03:45am on 28th February.

This was no thanks to BA.

Every thanks are due however, to our employer and to their travel agents Portman Travel of Glasgow, for securing us two places on what turned out to be a relaxing, problem free journey to Manchester.

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I’ve always been a fan of Wetherspoons.

Their (apparent) ethos of selling good quality products at reasonable prices have always suited the Yorkshireman in me.

However, of late, this has changed.

I’ve not been over-impressed with the newest menu – it’s too burger-ridden and the vegetables have (almost) disappeared and for me, the new menu has become the really boring pub-grub menu of years gone by. The chicken burgers I’ve tried on several occasions, in different pubs, have been dry and tasteless – just like other pubs used to serve.  So whilst other pub/food places are upping their game, Wetherspoons seem to be ‘downing’ theirs. Nevertheless, because the Yorkshireman in me still holds sway, we go to the ‘special menu’ evenings from time to time.

I’m also used to praising the customer service I find at Wetherspoons – certainly that found in Huddersfield’s two pubs and in various Wetherspoons up and down the country (Blackpool being a recent exception) has always been good. We’ve been to the Brighouse Wetherspoon pub twice in recent weeks. We have not been impressed with the customer service there (or the food – later).

The Brighouse pub is a drinkers pub really, but on Thursday’s ‘curry night’ it fills up. The first time we went, we had to sit at a dirty table until someone eventually came and removed the detritus – it was never ‘cleaned’. I put up with this on this occasion, I’m sorry. This week however, I was not happy with the only available table being littered with a pile of discarded poppadums and associated debris and glasses. My friend Tony asked one of the servers if it could be cleared. So far so good.

Eventually, a server came and lifted all of the debris (in his hands) and took it away. Not on a tray – he just lifted it and removed it. Someone came and removed the glasses. No one came to CLEAN the table. So I queued at the bar (a time-sapping task as they were obviously understaffed) only to be told that “we” can’t help you – “you’ll have to ask one of the servers on the floor”. Bear in mind that the servers also ‘serve’ the food from the kitchen – so that takes up lots of their time and effort.

Angry now, I caught one of them and asked if our table could be ‘cleaned’. She came and wiped the table with the same cloth she’d used on the previous ‘x’ amount of tables, simply flicking debris on our laps. No sanitiser, no soap (as far as I could see). No care.

Luckily I had put a clean hanky in my pocket that evening – so I soaped and moistened it in the loo and cleaned the table myself (drying the hanky under the hand dryer to wipe down afterwards).

Now, I’ve had rogan josh at Wetherspoons before. It’s tasty enough, it comes with buckets of rice, a standard Tesco-style nann bread and a couple of poppadums. And some chutney. And, it’s always been ok – even here in Brighouse on the other visit. On this most recent visit (last Thursday, 11th July) my rogan josh was such a tiny portion that I was visibly unimpressed. My colleagues said to complain but having been so unimpressed with the customer service and the cleaning regime – I said “no – there’s no point, they don’t care”. Tony however, did complain to one of the servers (pointing out the difference between each person’s portion size) and the server said “we don’t portion it – it comes portioned”.

Well it might come portioned, but not surely not individually portioned – that would be a ridiculous waste of space and material. I suspect that food DOES come in portion packs (e.g. 12/20 portions etc.) and that the ‘chef’ in the kitchen simply individualises from there. In the case of Brighouse, last Thursday I suspect that they had been over generous with previous portions or, more worryingly – were trying to get more portions from the pack.

Whatever the case, I left very disappointed.

My colleagues said that I should write to Wetherspoons and complain but what’s the point? It would take me the best part of an hour of my time to write (like this blog post) and I’d simply get a reply saying sorry – here’s a voucher. Sadly, I don’t want a voucher (at the moment I don’t want to eat at Wetherspoons again) – I just want the pub chain to take more care with training staff and a little more though about menu compilation.

I’d also like to hear what others have to say.  You never know, I might be wrong!

I’m still happy with Wetherspoon’s beer choices and prices.

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