FW: Your Response from BA Customer Relations

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al huerta

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Apr 23, 2009, 11:34:38 PM4/23/09

to michael huerta, miky rite, vahid, vahid....@gmail.com, juli...@gmail.com

From: gsrre...@contact.britishairways.com
To: huer...@msn.com
Date: Thu, 26 Feb 2009 14:28:53 +0000
Subject: Your Response from BA Customer Relations

Dear Mrs Huerta

I am very concerned that you have been so disappointed with the service your family received when you traveled with British Airways recently.

Please accept my apologies, and my assurance that we do pay close attention to what our customers tell us.  We are working hard to get every aspect of our service right for every one of our customers, so it is genuinely helpful to have your comments pinpointing where we need to focus our efforts.  Thank you.

I was particularly disappointed that you had to wait so long at Madrid airport to boiard your Iberia flight to Tel Aviv. I can understand how tiring this was for you. This coupled with your being put to standby on your way back, must have left you with a negative impression, which I very much regret.

We go to great lengths to look after our customers' belongings at British Airways, and this certainly includes getting every single piece of luggage to the right place at the right time.  This is small comfort, I know, for the situation we put you in after your arrival back in San Francisco.
I checkd with our Regional Baggage service center, and they have confirmed that your bag has now been delivered to you.
In order to try and put things to right, as an apology, I have arranged for you to have a travel credit of $150 each, toal $750, which you or one of your family may use, with my compliments.  You are welcome to put it towards the cost of any British Airways service.  This credit is valid for a year from April 25, 2008 and is not renewable.  Please note it cannot be used on ba.com.

This is an electronic credit, so there is no paper voucher.  When you are ready to make your booking, simply call our reservations team at 1-800-AIRWAYS, quoting your reference, CR Credit 6448345.  Our sales agent will make your travel arrangements and put this credit towards the cost.

I realize we have not met our usual high standards this time, and I hope that we can show you the best side of British Airways when you next fly with us.

Sincerely

Paul Adler

British Airways Customer Relations

Your case reference is:6448345

Please do not reply directly to this email as direct replies are sent to an unmonitored mailbox and cannot be actioned.  Please use the link in 'How To Contact Us' below to reply to Customer Relations

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HOW TO CONTACT US

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While we endeavour to offer you as full a service as possible, we are unable to respond to direct replies to this email.

If you have a particular query with regard to this case, please click on the link below to submit a reply to British Airways Customer Relations:

http://www.britishairways.com/travel/webforms/public/en_gb?eId=120001&wfpId=custrelreplies&case=6448345

Please quote your case reference 6448345 in any correspondence with us.

However, if you have a general query about British Airways, you can ask your question online.  Click on the link below to go to 'Your questions':

http://ba.com/askba

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