I concur with the comments made by the Chairman of BA wrt certain security measures at airports in Europe, eg the removal of shoes etc, undertaken at the insistence of the USA.
Why, if these checks are so vital, do US airports not enforce these on their own internal flights?
www.baisshite.com the latest news and views on British Airways, the world's "favourite" airline. This site contains updates on the ongoing strike action, and dispute between BA and Unite.
Showing posts with label security. Show all posts
Showing posts with label security. Show all posts
Thursday, 28 October 2010
Tuesday, 29 April 2008
Live From Five
Here I am "live" at Heathrow T5.
Heathrow was today dubbed as the worst airport in Europe by American Airlines.
Surprisingly my check in was cock up free (touch wood my bag emerges at my destination airport), security was queue free and the BA lounge is an improvement on their old lounge in terminal 3.
There is one issue, that is great for me, but not so great for BA.
There are very few passengers here; none at check in, two at security and very few in the lounge.
It would seem that the recent problems with T5, and BA's handling of them, have driven BA's passengers away.
Update
My mistake for being too upbeat, I see that my flight has now been delayed by 50 minutes!
Heathrow was today dubbed as the worst airport in Europe by American Airlines.
Surprisingly my check in was cock up free (touch wood my bag emerges at my destination airport), security was queue free and the BA lounge is an improvement on their old lounge in terminal 3.
There is one issue, that is great for me, but not so great for BA.
There are very few passengers here; none at check in, two at security and very few in the lounge.
It would seem that the recent problems with T5, and BA's handling of them, have driven BA's passengers away.
Update
My mistake for being too upbeat, I see that my flight has now been delayed by 50 minutes!
Friday, 28 March 2008
Terminal 5 Fiasco
Hearty congratulations to British Airways (BA) and British Airports Authority (BAA) for thoroughly screwing up the first day of operations of Terminal 5 Thiefrow (sorry I mean Heathrow).
Yesterday BA sent me the following message:
"Five and a half years ago the building of our new home began in our most visionary project to date. Today we opened the doors. There is no more waiting... Terminal 5 welcomes you.
At Terminal 5 everything has been streamlined and designed to make your journey through the terminal calm and relaxed. And this morning we saw all the planning fall into place.
Check-in and Security have been designed to speed you through to Departures in just 10 minutes*. And with a shopping concourse to rival London's West End, our premium flagship lounge complex, Galleries, and the state-of-the-art baggage system, you'll discover nothing has been overlooked to ensure your time at Terminal 5 is spent in a most relaxing and enjoyable way."
Reality was of course somewhat different from the PR department's view of things. Chaos reigned supreme yesterday as check ins, baggage belts and lifts failed and flights were cancelled.
I understand that today is pretty shambolic too.
"Piss up", "brewery", "couldn't organise" somehow spring to mind.
Well done lads!
Tuesday, 5 February 2008
Pensions Blackmail
The battle over Heathrow's new runway is becoming ugly.
Tory MP John Randall has accused British Airways of trying to blackmail retired staff into backing Heathrow expansion, by suggesting that their pensions may be at risk.
The Daily express reports that BA has sent a leaflet to former workers, urging them to write to Transport Secretary Ruth Kelly to back plans for a third runway.
The pamphlet warns that the security of pensions for retired staff depends directly on the success of BA and Heathrow.
Willie Walsh (CEO) says that former employees have an important role to play in Heathrow's future; he notes that the Liaison Council, which represents retired staff, has backed the plans.
Shadow transport secretary, Theresa Villiers, weighed in as well and is quoted in the Express:
"Irrespective of the rights and wrongs of Heathrow expansion, former employees of British Airways should not be subject to this sort of pressure and manipulation ... people should be able to make up their own minds.
I am very concerned that BA has chosen to exert this pressure on its former staff, which I believe is inappropriate and unhelpful to the debate."
BA rejects the allegations:
"Any suggestion British Airways would bully any of its staff, retired or current, to support expansion is entirely without foundation. The Liaison Council operates independently of British Air-ways. It communicates with retired staff in the way it wishes."
This is not the first attempt by BA to encourage others to support its plans for a third runway. In November 2007 it wrote to all of its executive club members trying to drum up support.
In that letter Willie Walsh claimed that expansion would reduce carbon dioxide emissions by 330,000 tonnes a year, because aircraft would no longer have to waste fuel queuing for take-off or circling while waiting to land.
It then transpired that, according to the Advertising Standards Authority (ASA), the claim was not quite correct. ASA wrote to BA ordering it to withdraw the claim.
Tory MP John Randall has accused British Airways of trying to blackmail retired staff into backing Heathrow expansion, by suggesting that their pensions may be at risk.
The Daily express reports that BA has sent a leaflet to former workers, urging them to write to Transport Secretary Ruth Kelly to back plans for a third runway.
The pamphlet warns that the security of pensions for retired staff depends directly on the success of BA and Heathrow.
Willie Walsh (CEO) says that former employees have an important role to play in Heathrow's future; he notes that the Liaison Council, which represents retired staff, has backed the plans.
Shadow transport secretary, Theresa Villiers, weighed in as well and is quoted in the Express:
"Irrespective of the rights and wrongs of Heathrow expansion, former employees of British Airways should not be subject to this sort of pressure and manipulation ... people should be able to make up their own minds.
I am very concerned that BA has chosen to exert this pressure on its former staff, which I believe is inappropriate and unhelpful to the debate."
BA rejects the allegations:
"Any suggestion British Airways would bully any of its staff, retired or current, to support expansion is entirely without foundation. The Liaison Council operates independently of British Air-ways. It communicates with retired staff in the way it wishes."
This is not the first attempt by BA to encourage others to support its plans for a third runway. In November 2007 it wrote to all of its executive club members trying to drum up support.
In that letter Willie Walsh claimed that expansion would reduce carbon dioxide emissions by 330,000 tonnes a year, because aircraft would no longer have to waste fuel queuing for take-off or circling while waiting to land.
It then transpired that, according to the Advertising Standards Authority (ASA), the claim was not quite correct. ASA wrote to BA ordering it to withdraw the claim.
Monday, 31 December 2007
BAA Strike
BAA is making one final attempt to reason with the dinosaurs in UNITE (the union that is pressing ahead with plans to shut down Britain's major airports on the 7th of January).
However, BA still refuse to acknowledge the possibility of any such strike on its website.
Why?
Update on the BAA strike sourced from AHN
The British Airports Authority is scrambling to avert strikes at some of Britain's busiest airports and is set to hold talks with airport unions on Monday.
Discussions with the Unite and the Public and Commercial Services unions will be held at an undisclosed venue, in a bid to convince the workers to call off the strikes set for seven days in January.
The mass action will kick off on Jan. 7.
The protest action against proposed changes in the salary pension scheme of new workers is seen adversely affecting operations of BAA's seven U.K. airports, including Edinburgh, Gatwick and Heathrow.
Notably, even firefighters and security staff will join the strike which is also slated on Jan. 8, 14, 15, 17, 18 and 19. The airports cannot operate without these personnel. Aberdeen, Glasgow, Southampton and Stansted airports will also join the protests.
If it pushes through, some 1.3 million passengers will be affected, BAA said.
The parties tried but failed to reach a compromise last week.
The unions insisted on the reversal of the pension scheme amendments but BAA refused to give in. Ferrovial, the Spanish owner of BAA, wants to close the company's final-salary pension scheme to new entrants.
Brendan Gold, Unite national aviation officer, said the workers delayed the strike until after the Christmas holiday but are determined to push through with the actions if BAA fails to give in to their demands.
The first day of strike, Jan. 7, will also see a new baggage rule taking effect.
Passengers may carry two pieces of carry-on baggage provided they are at an airport with a new type of three-dimensional scanner.
With workers on strike, confusion is expected to mar airport operations.
However, BA still refuse to acknowledge the possibility of any such strike on its website.
Why?
Update on the BAA strike sourced from AHN
The British Airports Authority is scrambling to avert strikes at some of Britain's busiest airports and is set to hold talks with airport unions on Monday.
Discussions with the Unite and the Public and Commercial Services unions will be held at an undisclosed venue, in a bid to convince the workers to call off the strikes set for seven days in January.
The mass action will kick off on Jan. 7.
The protest action against proposed changes in the salary pension scheme of new workers is seen adversely affecting operations of BAA's seven U.K. airports, including Edinburgh, Gatwick and Heathrow.
Notably, even firefighters and security staff will join the strike which is also slated on Jan. 8, 14, 15, 17, 18 and 19. The airports cannot operate without these personnel. Aberdeen, Glasgow, Southampton and Stansted airports will also join the protests.
If it pushes through, some 1.3 million passengers will be affected, BAA said.
The parties tried but failed to reach a compromise last week.
The unions insisted on the reversal of the pension scheme amendments but BAA refused to give in. Ferrovial, the Spanish owner of BAA, wants to close the company's final-salary pension scheme to new entrants.
Brendan Gold, Unite national aviation officer, said the workers delayed the strike until after the Christmas holiday but are determined to push through with the actions if BAA fails to give in to their demands.
The first day of strike, Jan. 7, will also see a new baggage rule taking effect.
Passengers may carry two pieces of carry-on baggage provided they are at an airport with a new type of three-dimensional scanner.
With workers on strike, confusion is expected to mar airport operations.
Sunday, 30 December 2007
BAA Strike Update
The dinosaurs in UNITE are still determined to have their strike, if the report in the Guardian is anything to go by (see below).
The odd thing is, BA still seems to be in a state of denial about this strike. Go to their website and look at the news page.
There is no mention of the strike there.
Do they not know about the strike?
Gaurdian Article
BAA has asked trade unions to resurrect discussions in the hope of averting proposed strikes that would ground more than 1.3 million airline passengers next month.
It is understood that Britain's largest airport operator hopes to resume talks on New Year's Eve after negotiations broke up without agreement on Thursday. However, BAA is thought to be refusing to meet the key trade union demand of reopening its final salary pension scheme to new entrants. Instead, the group is willing to offer guarantees over the pension rights of current employees, which the Unite and PCS unions believe are under threat.
Four days of strikes are due to take place on January 7, January 14, January 17 and January 18, affecting the travel plans of at least 1.3 million airline customers.
Unite represents 5,800 BAA employees including airport fire service and security staff. Airplanes are prohibited from using airports that have no functioning fire service. As a consequence BAA's seven UK airports, including Stansted and Gatwick, would be shut down during the strikes.
A BAA spokesman said:
"We will continue to do all we can to resolve the dispute. We want to engage in further discussions with Unite."
A Unite spokesman said the union wanted further talks, but reopening the pension scheme to newcomers remained the "main issue of concern", still leaving both sides at loggerheads.
The odd thing is, BA still seems to be in a state of denial about this strike. Go to their website and look at the news page.
There is no mention of the strike there.
Do they not know about the strike?
Gaurdian Article
BAA has asked trade unions to resurrect discussions in the hope of averting proposed strikes that would ground more than 1.3 million airline passengers next month.
It is understood that Britain's largest airport operator hopes to resume talks on New Year's Eve after negotiations broke up without agreement on Thursday. However, BAA is thought to be refusing to meet the key trade union demand of reopening its final salary pension scheme to new entrants. Instead, the group is willing to offer guarantees over the pension rights of current employees, which the Unite and PCS unions believe are under threat.
Four days of strikes are due to take place on January 7, January 14, January 17 and January 18, affecting the travel plans of at least 1.3 million airline customers.
Unite represents 5,800 BAA employees including airport fire service and security staff. Airplanes are prohibited from using airports that have no functioning fire service. As a consequence BAA's seven UK airports, including Stansted and Gatwick, would be shut down during the strikes.
A BAA spokesman said:
"We will continue to do all we can to resolve the dispute. We want to engage in further discussions with Unite."
A Unite spokesman said the union wanted further talks, but reopening the pension scheme to newcomers remained the "main issue of concern", still leaving both sides at loggerheads.
Tuesday, 6 November 2007
BA Among Worst In Europe
British Airways performed worse than any other major European airline, with more than two in five flights running late, according to figures released yesterday.
Not only did BA's punctuality figures leave it languishing alongside the Portuguese and Greek carriers, it was also among the worst airlines for losing baggage over the summer.
The latest performance league table, covering July to September, was released by the Association of European Airlines.
It was published within days of BA announcing that it had notched up a 25 per cent increase in profits for the first six months of the year.
This summer, while difficult, was the first in several years when Heathrow avoided major disruption at the height of the holiday season.
But the performance figures for this year were even worse than those for 2006, when British airports went into meltdown after the thwarting of an alleged plot to down transatlantic flights.
Only 58.8 per cent of short haul flights arrived at their destination less than 15 minutes late - nearly six per cent fewer than the same period last year.
The long-haul performance was even worse, with 45 per cent of flights reaching the terminal more than quarter of an hour after they should have done.
This figure again, was marginally worse than the previous year.
A startling number of BA flights also departed late - nearly 40 per cent in the case of short haul services and 41.3 per cent for long distance trips.
Again, this was worse than July to September last year and BA was also amongst the worst when it came to cancelling services outright.
With a cancellation rate of 1.5 per cent, only a handful of carriers - including Alitalia and Croatia Airlines - dropped more flights.
BA also was amongst the worst performers when it came to lost luggage with the airline mislaying 30 bags for every 1,000 passengers it carried.
This is the equivalent of around 10 bags on a full jumbo jet.
The only crumb of comfort for BA was that the Portuguese airline, TAP, was even worse when it came to losing luggage, mislaying 35.1 bags per 1,000 passengers.
While in many cases the lost luggage was reunited with passengers several days later, this was not always the case.
Earlier this year The Daily Telegraph disclosed that lost bags were being sold at auction.
"BA said they were putting measures in place to deal with the problem, but things do not seem to have got any better over the past six months," a spokesman for the Air Transport Users Council said yesterday.
Last night a spokesman for the airline said performance would improve when Heathrow Terminal 5 opens next March.
"These statistics have to be put into context. We operate out of one of the most congested airports in the world and the UK is the only country in Europe with restrictive hand baggage rules which put more pressure on hold baggage carried," he said.
"A security alert which closed T4 airside and landside, followed by extreme weather (floods and thunderstorms) in July, led to the cancellation of some 600 flights and a build up of baggage.
''Through this period we were also dealing with record levels of hold bags and transfer bags - at least 15 per cent up - because of the one bag hand baggage rule."
The spokesman added: "We are working hard to improve our performance and September's figures were a lot better than July and August."
Source Daily Telegraph
A 25% increase in profits coupled with joining the ranks of Europe's worst airlines, well done lads!
Not only did BA's punctuality figures leave it languishing alongside the Portuguese and Greek carriers, it was also among the worst airlines for losing baggage over the summer.
The latest performance league table, covering July to September, was released by the Association of European Airlines.
It was published within days of BA announcing that it had notched up a 25 per cent increase in profits for the first six months of the year.
This summer, while difficult, was the first in several years when Heathrow avoided major disruption at the height of the holiday season.
But the performance figures for this year were even worse than those for 2006, when British airports went into meltdown after the thwarting of an alleged plot to down transatlantic flights.
Only 58.8 per cent of short haul flights arrived at their destination less than 15 minutes late - nearly six per cent fewer than the same period last year.
The long-haul performance was even worse, with 45 per cent of flights reaching the terminal more than quarter of an hour after they should have done.
This figure again, was marginally worse than the previous year.
A startling number of BA flights also departed late - nearly 40 per cent in the case of short haul services and 41.3 per cent for long distance trips.
Again, this was worse than July to September last year and BA was also amongst the worst when it came to cancelling services outright.
With a cancellation rate of 1.5 per cent, only a handful of carriers - including Alitalia and Croatia Airlines - dropped more flights.
BA also was amongst the worst performers when it came to lost luggage with the airline mislaying 30 bags for every 1,000 passengers it carried.
This is the equivalent of around 10 bags on a full jumbo jet.
The only crumb of comfort for BA was that the Portuguese airline, TAP, was even worse when it came to losing luggage, mislaying 35.1 bags per 1,000 passengers.
While in many cases the lost luggage was reunited with passengers several days later, this was not always the case.
Earlier this year The Daily Telegraph disclosed that lost bags were being sold at auction.
"BA said they were putting measures in place to deal with the problem, but things do not seem to have got any better over the past six months," a spokesman for the Air Transport Users Council said yesterday.
Last night a spokesman for the airline said performance would improve when Heathrow Terminal 5 opens next March.
"These statistics have to be put into context. We operate out of one of the most congested airports in the world and the UK is the only country in Europe with restrictive hand baggage rules which put more pressure on hold baggage carried," he said.
"A security alert which closed T4 airside and landside, followed by extreme weather (floods and thunderstorms) in July, led to the cancellation of some 600 flights and a build up of baggage.
''Through this period we were also dealing with record levels of hold bags and transfer bags - at least 15 per cent up - because of the one bag hand baggage rule."
The spokesman added: "We are working hard to improve our performance and September's figures were a lot better than July and August."
Source Daily Telegraph
A 25% increase in profits coupled with joining the ranks of Europe's worst airlines, well done lads!
Thursday, 27 September 2007
Missing Airmiles X
I looked into my BA Executive Club account today, and guess what?
Yes, that's right, our missing airmiles from our trip to Barcelona in July have finally been credited to our account. The countless emails to BA Executive Club finally paid off.
Funny though that BA Executive Club never wrote back to tell me that the miles had been credited?
Equally strange that they have never answered the question that I repeated several times.
Namely that, in this age of security alerts etc, there is no way that an airline does not keep records of their passengers and cannot identify who flew on a particular flight. Therefore why did BA Executive Club claim that they needed proof that we were on their flight before they would credit our miles, even though our Executive Club card numbers were registered with the flight when we booked it and when we checked in?
I guess I will never know the answer to that one!
Yes, that's right, our missing airmiles from our trip to Barcelona in July have finally been credited to our account. The countless emails to BA Executive Club finally paid off.
Funny though that BA Executive Club never wrote back to tell me that the miles had been credited?
Equally strange that they have never answered the question that I repeated several times.
Namely that, in this age of security alerts etc, there is no way that an airline does not keep records of their passengers and cannot identify who flew on a particular flight. Therefore why did BA Executive Club claim that they needed proof that we were on their flight before they would credit our miles, even though our Executive Club card numbers were registered with the flight when we booked it and when we checked in?
I guess I will never know the answer to that one!
Saturday, 1 September 2007
The Flight to Beijing
I took my flight from London to Beijing today, regrettably many of the issues that I had raised before with Britsh Airways had not been addressed:
- The "passenger infrastructure" on the plane was worn and dated. Seat 2F near to my seat needed two crew members to physically perform a mid air repair, in order for the head rest section to work.
- The menu offered soup, yet none was actually available. Why? Seemingly the soup was never delivered to the plane, as it could not get through security in time! This is more than a little odd, as the plane was 30 minutes late for boarding.
- Again, despite telling BA before about this, there was no chutney onboard for the curry. I made do with marmalade.
- The cabin temperature was too cold.
- The crew were helpful and courteous. However, those that I spoke to confessed that they were fed up with having to apologise to customers for the failures of the company to meet the expectations of the customers.
- I understand that the much lauded "roll out" of the new cabins and in flight entertainment systems has hit a snag. Seemingly there is one British Airways plane crossing the Atlantic that has an in flight entertainment system that does not work. That must make an "amusing" six hours for the hapless customers onboard that particular flight!
- The inflight entertainment system was good 15 years ago, but now looks dated and well past its prime. The roll out of the new system needs to be completed with haste.
Friday, 24 August 2007
Missing Airmiles VII
BA finally show some flexibility, by telling me that my itinerary will suffice. They of course still refuse to confirm that, had they the incilination, they could verify that we were on the flight (without the need for any domcumentation from me).
"Dear Mr Frost
Thank you for your email.
For me to be able to look into crediting missing flights to your Executive Club account, I will need you to send copies of your boarding passes and ticket stubs, or a copy of your travel itinerary, to our Travel History Department at the following address:
British Airways Executive Club
Travel History Department
PO Box 111
Sudbury
Suffolk
CO10 2FB
Thank you again for your contact.
Regards
British Airways
Executive Club
Customer Services"
I duly emailed the itinerary:
"Here is the itinerary.
I would still appreciate an answer to my question though.
Thanks
Kind regards
Ken Frost"
They could not open it, and again ignored my question:
"Dear Mr Frost
Thank you for your email.
I'm afraid I am unable to open attachments withins emails due to security reasons. Can you please send or fax a copy of your itinerary to me.
Thank you again for your help.
Regards
British Airways
Executive Club
Customer Services"
My note to them, as they of course had not advised me of a fax number:
"Please advise fax number, thanks"
Finally, on receiving the fax number, I faxed the itinerary:
"Faxed
Please confirm safe receipt.
Thanks"
Needless to say, I received no confirmation of the safe receipt of the fax.
"Dear Mr Frost
Thank you for your email.
For me to be able to look into crediting missing flights to your Executive Club account, I will need you to send copies of your boarding passes and ticket stubs, or a copy of your travel itinerary, to our Travel History Department at the following address:
British Airways Executive Club
Travel History Department
PO Box 111
Sudbury
Suffolk
CO10 2FB
Thank you again for your contact.
Regards
British Airways
Executive Club
Customer Services"
I duly emailed the itinerary:
"Here is the itinerary.
I would still appreciate an answer to my question though.
Thanks
Kind regards
Ken Frost"
They could not open it, and again ignored my question:
"Dear Mr Frost
Thank you for your email.
I'm afraid I am unable to open attachments withins emails due to security reasons. Can you please send or fax a copy of your itinerary to me.
Thank you again for your help.
Regards
British Airways
Executive Club
Customer Services"
My note to them, as they of course had not advised me of a fax number:
"Please advise fax number, thanks"
Finally, on receiving the fax number, I faxed the itinerary:
"Faxed
Please confirm safe receipt.
Thanks"
Needless to say, I received no confirmation of the safe receipt of the fax.
Tuesday, 21 August 2007
Missing Airmiles VI
Received from BA:
"Dear Mr Frost
Thank you for your e-mail.
I'm afraid I have been unable to add your missing flights to your Executive Club account, as I do need you to send your boarding passes and ticket stubs to the following address:
British Airways Executive Club
Partnerships Department
PO Box 111
Sudbury
Suffolk
CO10 2FB
Or fax me on 01787 881 405.
Once received I can update your account.
Thank you for your help.
Regards
British Airways
Executive Club
Customer Services"
My response:
"Thank you for your note.
Given that we both had our BA executive numbers registered at both legs of the journey (it was a BA flight and BA check in), and that your records will clearly show that we were on both flights, why are you unable to upload the miles?
Thanks
Kind regards
Ken Frost"
BA's response:
"Dear Mr Frost
Thank you for your email.
I'm afraid I am unable to confirm that you travelled on your missing flights without you providing me with your boarding passes and ticket stubs. So without this information I will be unable to add your missing flights to your Executive Club account.
If you would like your missing flights added to your account, please provide me with the relevant information.
Thank you for your help.
Regards
British Airways
Executive Club
Customer Services"
My response to BA (of course they can verify that we were on the flight!):
"Thank you for your prompt response.
Does this mean that were there to be a request for information (such as passenger names) made by eg the security services/government, in relation to a security matter, that BA would be unable to provide them with that information?
You are required to keep records are you not, of the names of people on your flights?
Thanks
Kind regards
Ken Frost"
"Dear Mr Frost
Thank you for your e-mail.
I'm afraid I have been unable to add your missing flights to your Executive Club account, as I do need you to send your boarding passes and ticket stubs to the following address:
British Airways Executive Club
Partnerships Department
PO Box 111
Sudbury
Suffolk
CO10 2FB
Or fax me on 01787 881 405.
Once received I can update your account.
Thank you for your help.
Regards
British Airways
Executive Club
Customer Services"
My response:
"Thank you for your note.
Given that we both had our BA executive numbers registered at both legs of the journey (it was a BA flight and BA check in), and that your records will clearly show that we were on both flights, why are you unable to upload the miles?
Thanks
Kind regards
Ken Frost"
BA's response:
"Dear Mr Frost
Thank you for your email.
I'm afraid I am unable to confirm that you travelled on your missing flights without you providing me with your boarding passes and ticket stubs. So without this information I will be unable to add your missing flights to your Executive Club account.
If you would like your missing flights added to your account, please provide me with the relevant information.
Thank you for your help.
Regards
British Airways
Executive Club
Customer Services"
My response to BA (of course they can verify that we were on the flight!):
"Thank you for your prompt response.
Does this mean that were there to be a request for information (such as passenger names) made by eg the security services/government, in relation to a security matter, that BA would be unable to provide them with that information?
You are required to keep records are you not, of the names of people on your flights?
Thanks
Kind regards
Ken Frost"
Thursday, 2 August 2007
Missing Airmiles IV
As if by magic, BA do not provide an answer that explains why our executive club numbers have not been tracked in the system for the flights:
"Dear Mr Frost
I am sorry to learn that your flights did not track to your account. This should automatically happen when you quote your Executive Club number at the time of booking or at check-in. This is providing that the name on your Executive Club membership card and the name on your booking, match exactly.
As advised earlier, the flight(s) you are claiming for were operated by a partner airline, we are unable to update your account without copies of the boarding passes and ticket stubs from the flight(s) in question. This allows us to verify the information before crediting your account.
Contacts details for your local Executive Club Service Centre can be found at:
http://www.ba.com/servicecentres
We always recommend you save your ticket receipts and boarding passes until the flights have been added to your account, in case of discrepancy.
Thank you for emailing us and we hope to resolve this swiftly for you.
Regards
British Airways Executive Club "
Here is my answer:
"Thank you for your email.
We did book in using our correctly registered executive account numbers etc.
Therefore, re my original question, why has the system not tracked our flights?
Re you not be "able" to update our accounts, without hard copy stubs, I find that a little hard to believe.
We are pre assigned seats when boarding the aircraft, you have records to show how many people are on the flight at take off, who they are and have records to satisfy security controls that show exactly who was on a flight.
You would not be allowed to operate or to fly to Spain, the USA etc without having such security controls.
Therefore you are well capable of verifying that we were on the flights.
If you need a little help, our flight booking was featured in The Times a while ago.
http://business.timesonline.co.uk/tol/business/columnists/article1889980.ece
Do I really have to raise this matter with Walsh simply to get my miles added, something that your system should have done in the first place?
Kind regards
Ken Frost"
"Dear Mr Frost
I am sorry to learn that your flights did not track to your account. This should automatically happen when you quote your Executive Club number at the time of booking or at check-in. This is providing that the name on your Executive Club membership card and the name on your booking, match exactly.
As advised earlier, the flight(s) you are claiming for were operated by a partner airline, we are unable to update your account without copies of the boarding passes and ticket stubs from the flight(s) in question. This allows us to verify the information before crediting your account.
Contacts details for your local Executive Club Service Centre can be found at:
http://www.ba.com/servicecentres
We always recommend you save your ticket receipts and boarding passes until the flights have been added to your account, in case of discrepancy.
Thank you for emailing us and we hope to resolve this swiftly for you.
Regards
British Airways Executive Club "
Here is my answer:
"Thank you for your email.
We did book in using our correctly registered executive account numbers etc.
Therefore, re my original question, why has the system not tracked our flights?
Re you not be "able" to update our accounts, without hard copy stubs, I find that a little hard to believe.
We are pre assigned seats when boarding the aircraft, you have records to show how many people are on the flight at take off, who they are and have records to satisfy security controls that show exactly who was on a flight.
You would not be allowed to operate or to fly to Spain, the USA etc without having such security controls.
Therefore you are well capable of verifying that we were on the flights.
If you need a little help, our flight booking was featured in The Times a while ago.
http://business.timesonline.co.uk/tol/business/columnists/article1889980.ece
Do I really have to raise this matter with Walsh simply to get my miles added, something that your system should have done in the first place?
Kind regards
Ken Frost"
Saturday, 17 March 2007
London Beijing March 2007
Text of a letter sent to Willie Walsh CEO of BA on 17 March 2007
"Dear Mr Walsh,
I would like to provide you with a few observations about my recent “first class” return trip (London-Beijing) on BA (8th March-12th March):
· The standard of the Heathrow lounge was not what I would expect for first class; it does not compare favourably wrt the facilities, or indeed size, of lounges offered by other airlines eg Virgin.
· There were only two Internet workstations in the London and Beijing lounge. In the Beijing lounge, one of the Internet workstations was out of order.
· The theory of the London lounge, as best as I can make out, is that customers sit down and are served by BA staff. Unfortunately, those customers who did not sit in the immediate vicinity of the bar were not able to attract the attention of staff for service, as there weren’t any staff in the non-bar area. I had to go to the bar to find anyone willing to serve me.
· The entertainment system on both flights did not work that well. The outgoing flight could not show the safety video, as the system had a malfunction. The quality of the picture on both flights was poor, and on some of the channels (outgoing and inbound) the video didn’t work at all.
· The remote control in the armrest on my outgoing flight was stuck, and had to be extracted by the cabin crew with a butter knife. Very high tech!
· In trying to manually extend the footrest on my seat, I managed to impale and cut my finger on a sharp piece of metal that was protruding from underneath the edge of the footrest.
· One member of staff, who was so ashamed by the quality, told me with head bowed in shame that the system was “out of the ark”. I would concur, as other airlines, such as Singapore and Virgin, used to have the same systems back in the early/mid nineties; they have long since upgraded them. I was advised that that the systems will be upgraded, but was also told that this same message has been repeated for quite some time. Having paid £6K for my ticket, hearing of future plans is of little interest to me.
· On both flights a curry was served, yet no chutneys were available. I improvised with marmalade. BA makes great efforts to tell me in the menu that the recipes are designed by world-class chefs. That being the case, why did I have to resort to using marmalade?
· The quality of the staff on both flights, and their customer care/attention, was good. They were all embarrassed by the poor state of the technology and equipment on board.
BA’s last remaining asset that has not been tarnished by strikes, security delays, delays in general and out of date entertainment systems, would appear to be its staff. However, if they are embarrased and ashamed of their company I wonder how long you will retain their loyalty?
Reputations are hard to earn, but easy to lose.
In brief, I do not think that the “first class” description equates to the price I paid, or the competition that BA faces. I will be travelling on a more regular basis to Beijing over the coming months/years, but will be (subject to schedules) looking to other airlines to get me there and back.
In my view, there are a number of issues that you need to address if BA is to retain the much tested “loyalty” of their customers, whether they travel economy, business or first.
I would be interested to hear you views on the above, and what steps BA will be taking in the short term to address these issues.
Thank you for your time.
Yours sincerely,
Ken Frost"
"Dear Mr Walsh,
I would like to provide you with a few observations about my recent “first class” return trip (London-Beijing) on BA (8th March-12th March):
· The standard of the Heathrow lounge was not what I would expect for first class; it does not compare favourably wrt the facilities, or indeed size, of lounges offered by other airlines eg Virgin.
· There were only two Internet workstations in the London and Beijing lounge. In the Beijing lounge, one of the Internet workstations was out of order.
· The theory of the London lounge, as best as I can make out, is that customers sit down and are served by BA staff. Unfortunately, those customers who did not sit in the immediate vicinity of the bar were not able to attract the attention of staff for service, as there weren’t any staff in the non-bar area. I had to go to the bar to find anyone willing to serve me.
· The entertainment system on both flights did not work that well. The outgoing flight could not show the safety video, as the system had a malfunction. The quality of the picture on both flights was poor, and on some of the channels (outgoing and inbound) the video didn’t work at all.
· The remote control in the armrest on my outgoing flight was stuck, and had to be extracted by the cabin crew with a butter knife. Very high tech!
· In trying to manually extend the footrest on my seat, I managed to impale and cut my finger on a sharp piece of metal that was protruding from underneath the edge of the footrest.
· One member of staff, who was so ashamed by the quality, told me with head bowed in shame that the system was “out of the ark”. I would concur, as other airlines, such as Singapore and Virgin, used to have the same systems back in the early/mid nineties; they have long since upgraded them. I was advised that that the systems will be upgraded, but was also told that this same message has been repeated for quite some time. Having paid £6K for my ticket, hearing of future plans is of little interest to me.
· On both flights a curry was served, yet no chutneys were available. I improvised with marmalade. BA makes great efforts to tell me in the menu that the recipes are designed by world-class chefs. That being the case, why did I have to resort to using marmalade?
· The quality of the staff on both flights, and their customer care/attention, was good. They were all embarrassed by the poor state of the technology and equipment on board.
BA’s last remaining asset that has not been tarnished by strikes, security delays, delays in general and out of date entertainment systems, would appear to be its staff. However, if they are embarrased and ashamed of their company I wonder how long you will retain their loyalty?
Reputations are hard to earn, but easy to lose.
In brief, I do not think that the “first class” description equates to the price I paid, or the competition that BA faces. I will be travelling on a more regular basis to Beijing over the coming months/years, but will be (subject to schedules) looking to other airlines to get me there and back.
In my view, there are a number of issues that you need to address if BA is to retain the much tested “loyalty” of their customers, whether they travel economy, business or first.
I would be interested to hear you views on the above, and what steps BA will be taking in the short term to address these issues.
Thank you for your time.
Yours sincerely,
Ken Frost"
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