Dear British Airways,
We’ve just got back from our first family holiday and it’s fair to say that it didn’t get off to the best of starts. I’ve completed the customer feedback form you emailed me but, on the evidence of the service we received on our flight, I’m not convinced I’ll receive a reply. So here’s my feedback once again…
Our flight was delayed for three hours and, although this was not the fault of the crew, they exacerbated the situation by being aloof, officious and condescending at every turn.
We were parked in a remote part of the airport for the majority of this time and, despite there being several families with young children (including us) as well as a diabetic passenger that we became aware of, staff didn’t provide any food and drink for two whole hours. This was despite requests from several passengers.
The pilot and crew probably knew that there was going to be a significant delay and, given that it was an early-morning flight, I feel it was a strange decision to get everybody on board and shut the doors. Fortunately, our children were very well behaved (as were everyone else’s for that matter) for the duration of the wait and flight, but it was entirely unreasonable to keep them confined to the plane for more than double the flight time before it even took off.
We were constantly reminded that the food was complimentary and, when it was finally given out, a passive aggressive announcement told us not to use the milk that came with the breakfast if we wanted tea or coffee later on in the journey.
My older son was also unwell during the flight and, despite the instructions on the ‘waste’ bags stating that they should be handed to staff to dispose of, the stewardess refused and said that we had to take it to the toilet. Naturally, this was moments after all passengers were instructed to return to their seats for the final descent. We received no offers of help from the crew when it was quite obvious he was unwell and distressed; we only got a couple of dirty looks from the stewardess who was also overheard bemoaning the fact that she shouldn’t still be on duty.
We chose to fly with BA because of your good reputation and because it was our first family holiday and we wanted to travel with an operator we trusted, but will not be flying with you again.
“To fly. To serve. It’s what we do. It’s who we are” claimed a slogan at Gatwick Airport.
You could have fooled us.