A customer experience about British Airways

Status: Approved

#FinancialLoss #Rudeness #Delivery  Let down Disappointed Frustrated 

Kindly shared by S. Linton

What happened

Husband died on 27th February and I first contacted BA on 18th March and sent his death certificate, they said they would process a refund for his flight. Over the last 5 months I have called them in excess of 10 times, emailed lots of departments numerous times and even given them a tweeted, every time I am told there is nothing they can do and complaint has been escalated and refund will be issued in due course

What I wish had happened

I wish BA had handled the complaint and issued a refund that they agreed to 5 months ago, it is extremely disappointing and time wasting to constantly, phone and email just to get the same robotic response. "Mrs Linton I agree that the time this is taking is unacceptable I will escalate your refund"

Where this happened

On the phone - 0344 493 0787

British Airways Customers

Most talked about by British Airways customers

High
Low

How this makes British Airways customers feel

High
Low
27% Financial Loss
Feelings:

Furious

Disappointed

Frustrated

Annoyed

Displeased

Unsatisfied

Let down

13% Communication
Feelings:

Furious

Annoyed

Displeased

Unsatisfied

13% Customer Service
Feelings:

Annoyed

Displeased

Unsatisfied

Furious

Disappointed

Frustrated

7% Inconvenienced
Feelings:

Furious

7% Other
Feelings:

Frustrated

Furious

Disappointed

7% Delivery
Feelings:

Delighted

Happy

Overjoyed

7% Service
Feelings:

Delighted

Happy

Overjoyed

7% Expectations Exceeded
Feelings:

Delighted

Happy

Overjoyed

7% Rudeness
Feelings:

Disappointed

Frustrated

Let down

7% Delivery
Feelings:

Let down

Disappointed

Frustrated

Travel Customers

Most talked about by Travel customers

High
Low

How this makes Travel customers feel

High
Low
27% Financial Loss
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Disgusted

Let down

Anxious

Unhappy

Unsatisfied

Miffed

Scared

Sad

Offended

Surprised

Uneasy

Displeased

Anti Climax

Confused

Saddened

Disheartened

25% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

Unsatisfied

Sad

Unhappy

Scared

Surprised

Uneasy

Saddened

Miffed

Offended

Disheartened

Displeased

Confused

11% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Disappointed

Anxious

Sad

Unhappy

Unsatisfied

Surprised

Saddened

Anti Climax

Scared

Miffed

Disheartened

Uneasy

Other

10% Communication
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Anxious

Disgusted

Sad

Miffed

Unsatisfied

Saddened

Displeased

Unhappy

Disheartened

Offended

Surprised

7% Delay
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Anxious

Disappointed

Miffed

Sad

Offended

Disheartened

6% Fraud
Feelings:

Frustrated

Furious

Disappointed

Annoyed

Disgusted

Let down

Surprised

Unhappy

Anxious

Uneasy

Scared

Anti Climax

Saddened

3% Rudeness
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Disappointed

Scared

Anxious

2% Other
Feelings:

Annoyed

Furious

Frustrated

Disappointed

Let down

Disgusted

2% Returns
Feelings:

Furious

Annoyed

Frustrated

Disgusted

Let down

Unsatisfied

Offended

Disappointed

Unhappy

2% Discrimination
Feelings:

Frustrated

Annoyed

Furious

Disgusted

Unhappy

Disappointed

Offended

Let down

Unsatisfied

1% Embarrassment
Feelings:

Disgusted

Furious

Annoyed

Disappointed

Let down

Frustrated

1% Quality of product
Feelings:

Frustrated

Annoyed

Unhappy

Unsatisfied

Other

Let down

Confused

1% Delivery
Feelings:

Let down

Frustrated

Disappointed

Furious

0% Delivery
Feelings:

Delighted

Happy

Overjoyed

0% Service
Feelings:

Delighted

Happy

Overjoyed

0% Expectations Exceeded
Feelings:

Delighted

Happy

Overjoyed

Most positive experiences about Travel companies

High
Low
  1. Ryanair
  2. TUI
  3. Easyjet
  4. Alpharooms

Least positive experiences about Travel companies

High
Low
  1. British Airways