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

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How this makes British Airways customers feel

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27% Financial Loss
Feelings:

Furious

Disappointed

Frustrated

Unsatisfied

Annoyed

Displeased

Let down

13% Communication
Feelings:

Annoyed

Displeased

Unsatisfied

Furious

13% Customer Service
Feelings:

Annoyed

Displeased

Unsatisfied

Frustrated

Disappointed

Furious

7% Inconvenienced
Feelings:

Furious

7% Other
Feelings:

Frustrated

Disappointed

Furious

7% Delivery
Feelings:

Delighted

Happy

Overjoyed

7% Service
Feelings:

Delighted

Happy

Overjoyed

7% Expectations Exceeded
Feelings:

Happy

Overjoyed

Delighted

7% Rudeness
Feelings:

Disappointed

Let down

Frustrated

7% Delivery
Feelings:

Let down

Disappointed

Frustrated

Travel Customers

Most talked about by Travel customers

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How this makes Travel customers feel

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27% Financial Loss
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Disgusted

Let down

Anxious

Unsatisfied

Miffed

Unhappy

Offended

Sad

Scared

Displeased

Surprised

Uneasy

Anti Climax

Confused

Saddened

Disheartened

25% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

Unsatisfied

Sad

Unhappy

Scared

Miffed

Offended

Surprised

Saddened

Uneasy

Disheartened

Displeased

Confused

11% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Disappointed

Anxious

Sad

Unhappy

Surprised

Anti Climax

Saddened

Other

Miffed

Disheartened

Uneasy

Unsatisfied

Scared

10% Communication
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Anxious

Disgusted

Sad

Miffed

Unsatisfied

Displeased

Offended

Surprised

Saddened

Unhappy

Disheartened

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

Anti Climax

Saddened

Uneasy

Scared

4% Rudeness
Feelings:

Frustrated

Furious

Annoyed

Let down

Disgusted

Disappointed

Anxious

Scared

2% Other
Feelings:

Annoyed

Furious

Frustrated

Disappointed

Let down

Disgusted

2% Returns
Feelings:

Furious

Annoyed

Frustrated

Disgusted

Let down

Disappointed

Unhappy

Offended

Unsatisfied

2% Discrimination
Feelings:

Frustrated

Annoyed

Disgusted

Furious

Unhappy

Unsatisfied

Disappointed

Let down

Offended

1% Embarrassment
Feelings:

Furious

Annoyed

Disgusted

Frustrated

Disappointed

Let down

1% Quality of product
Feelings:

Frustrated

Annoyed

Confused

Unhappy

Unsatisfied

Other

Let down

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

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