Never forget that you have a choice, when you travel. We have flown with a range of air carriers on international, European and internal flights. For our holidays to the USA, I will now only fly British Airways. The reason for this will become clear as this blog is all about the quality of customer experience on offer.
We have flown Continental from Edinburgh on several occasions, twice when we went to Nashville and twice when we went to Vegas. We travelled on a basic economy ticket on these flights and they enabled connecting flights to our destinations in the USA from New York, Newark airport. The main benefits were that they left from Edinburgh only 15 minutes from our home and we were able to book our luggage all the way through to our final destination. Although you did have to collect it at Newark and pass it to staff at a central point to redirect as appropriate.
On the Continental flights we had around a 3 hour layover in Newark, which is actually quite a nice airport with a sufficiently interesting and varied range of quality dining and drinking experiences to make it pleasurable. However, on the down side, on each occasion that we used Continental there were delays. In fairness we acknowledge that delays do happen and there are often a variety of legitimate reasons for it, as seasoned travellers we accept this inconvenience as long as it’s not too frequent. Travelling outward Continental delays were not so common, however on all our return journeys that connected in Newark, the flight was overbooked and delays as a result of this caustic organisation were common. Passengers played cat and mouse with the carrier awaiting increased amounts of cash to travel the next day, and all the while the inevitable delays associated with this game were lengthening.
This was not uncommon practice with most airlines, we have learned. However the frequency and overt nature of their malpractice created dysfunctional customer relationships based on greed for the few rather than satisfaction for the many. It put me off using them for future flights and we have found a much more customer focused experience with British Airways. Now I accept that it won’t always be this way for every customer, but for me I’m flying the flag for BA and there are important reasons for that.
Our first long haul flight with British Airways was indirectly booked through a tour company taking us on a trip of the Music Cities of the Deep South (if that sounds good it will be covered in a later blog). My husband became ill on the internal flight and the service we received as a result was first class. I was so impressed with the attention and care we received I felt compelled to write and express my gratitude. In addition, for the remainder of that journey, they upgraded us to business class and once you’ve had a taste for that, well there was no going back really.
This necessitated an exploration of their website and, in an unusual but not regrettable step, I joined them as a member. This was, in the beginning, just to be advised of offers via email. This was reasonably effective and how I first became aware of their world sales. I also realised that we could fly business class at a much reduced cost, particularly if we were able to travel at non-peak times. We have worked and saved our money to enable us to travel quite a bit when we retired so this was something we felt we wanted to experience again especially on long haul. Buying our flights this way increased our membership ranking and this provided additional customer loyalty benefits that among other things include free flights. What was not to like about this??
We have travelled to the USA with British Airways on several occasions now. We have not experienced any major delays, barring a recent experience when our connecting flight to Edinburgh on our return from the Caribbean was delayed. I’ve already stated how helpful, compassionate and supportive the BA staff were when we needed to get home in a hurry. What I did not mention however was that the hotel we had been staying in, Coconut Bay Resort and Spa, was part of a British Airways package we had booked. Other than gaining their assistance in contacting BA to arrange our flight home, we had made no representation to them about our stay having been cut short. We only had time to check out after 4 days, leaving 10 days of unused all inclusive holiday costs behind us.
So it was an incredible surprise, and one that actually had me in tears, when BA called me this week. They wanted to speak to me about having had to cut my recent holiday short, “what a nice gesture” I was thinking. Then she went on to advise me that the resort wanted to refund the part of my holiday that I was unable to have. I had not expected nor requested this I reported through my uncontrollable emotional response. I had thought we would need to seek compensation from my travel insurance claim. But not on this occasion, not when you book with BA.
Within 3 days, a substantial and unexpected refund went back into my account. Apart from the obvious good fortune creating more than a glimmer of warmth and fuzzy feelings amongst the recent darkness that had befallen my family. And it was further reinforcement, if any was needed, that you can’t go wrong with BA. I for one will always, always fly their flag. When I have needed them, they have been right where I needed them to be, with minimum fuss and maximum effort. From the bottom of my heart thank you, so much British Airways……………