BA complaints e-mail address
#1
Original Poster
Join Date: Dec 2011
Posts: 113
BA complaints e-mail address
Dear all,
After months of suffering in silence at the hands of BA's occasionally patchy service, today they really caused me to lose my patience.
I now wish to complain about the inconvenience they have caused me, together with a more general list of observations regarding their recent poor service incidents.
I've gone onto BA.com and the web-form available appears to be for 'food and drink or EU trip related complaints'. The other link appears to take me in a full circle back to the initial link.
Can someone please advise who I should be contacting to express my dissatisfaction with the service I've received?
After months of suffering in silence at the hands of BA's occasionally patchy service, today they really caused me to lose my patience.
I now wish to complain about the inconvenience they have caused me, together with a more general list of observations regarding their recent poor service incidents.
I've gone onto BA.com and the web-form available appears to be for 'food and drink or EU trip related complaints'. The other link appears to take me in a full circle back to the initial link.
Can someone please advise who I should be contacting to express my dissatisfaction with the service I've received?
#2
Join Date: Jan 2009
Location: Singapore
Programs: HHonors Diamond; A3 *Nothing ; BA Exec. Club Gold
Posts: 1,689
Dear all,
After months of suffering in silence at the hands of BA's occasionally patchy service, today they really caused me to lose my patience.
I now wish to complain about the inconvenience they have caused me, together with a more general list of observations regarding their recent poor service incidents.
I've gone onto BA.com and the web-form available appears to be for 'food and drink or EU trip related complaints'. The other link appears to take me in a full circle back to the initial link.
Can someone please advise who I should be contacting to express my dissatisfaction with the service I've received?
After months of suffering in silence at the hands of BA's occasionally patchy service, today they really caused me to lose my patience.
I now wish to complain about the inconvenience they have caused me, together with a more general list of observations regarding their recent poor service incidents.
I've gone onto BA.com and the web-form available appears to be for 'food and drink or EU trip related complaints'. The other link appears to take me in a full circle back to the initial link.
Can someone please advise who I should be contacting to express my dissatisfaction with the service I've received?
Globalist
#3
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
Unfortunately there is no email address for what you are looking for. You are basically stuck with the web form which won't really be answered in a manner satisfactory to you. You could try calling your EC number, but I doubt they'll care much either. Welcome to the new BA.
#4
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,809
As with many large organisations, trying to get an individualised and meaningful response from BA can be tricky. I think it probably depends on what you want.
If you want service failings recognised, then pursue the webforms. There are other forms than the one you mention, but if you are struggling to find them you could use the EU link and add at the top it's not about EC261. The responses tend to be cut and paste, but the complaints are monitored at the top end, and reported in a statistical form to senior management. So they would pick up "big increase food and drink complaints" for example.
If you want a personalised response then you best speak to UK Customer Relations, by calling the number shown in the Contacts area, during the UK afternoon (due to processing the IT meltdown backlog, they aren't answering calls in the morning as a temporary arrangement).
There is some logic in sending in the form and then calling after a few days with the log number. Make sure the complaint is focused on the points that really matter and uses the fewest number of words to get the point across. I gather some complaints are epics, and these aren't the complaints that will get much attention.
If it's a relatively minor but irritating problem, you best raise it with a CSD/CSM with an iPad, since they can do some lower level customer remediation on the spot. (Non working IFE, seat problems). Generally speaking raising a complaint immediately is the best way to resolve it, rather than festering with it for a few days, even though it is a bit counter-culture for Brits.
If you want tactics or advise as to how to minimise problems going forward then your best approach is to detail them here on BA Flyertalk, though one has to discriminate a bit on the usefulness of some of the replies.
If you want service failings recognised, then pursue the webforms. There are other forms than the one you mention, but if you are struggling to find them you could use the EU link and add at the top it's not about EC261. The responses tend to be cut and paste, but the complaints are monitored at the top end, and reported in a statistical form to senior management. So they would pick up "big increase food and drink complaints" for example.
If you want a personalised response then you best speak to UK Customer Relations, by calling the number shown in the Contacts area, during the UK afternoon (due to processing the IT meltdown backlog, they aren't answering calls in the morning as a temporary arrangement).
There is some logic in sending in the form and then calling after a few days with the log number. Make sure the complaint is focused on the points that really matter and uses the fewest number of words to get the point across. I gather some complaints are epics, and these aren't the complaints that will get much attention.
If it's a relatively minor but irritating problem, you best raise it with a CSD/CSM with an iPad, since they can do some lower level customer remediation on the spot. (Non working IFE, seat problems). Generally speaking raising a complaint immediately is the best way to resolve it, rather than festering with it for a few days, even though it is a bit counter-culture for Brits.
If you want tactics or advise as to how to minimise problems going forward then your best approach is to detail them here on BA Flyertalk, though one has to discriminate a bit on the usefulness of some of the replies.
#5
Join Date: Jul 2016
Location: Cornwall
Posts: 774
Completely agree with others here, keep it short and sweet and only mention issues you would like a resolution for. BA won't be keen on hearing how best to run their business.
I have used this email address before: [email protected]
I have used this email address before: [email protected]
#6
Join Date: Nov 2004
Location: LHR GVA HKG TLV PVG JFK
Programs: AA EXP
Posts: 3,954
Here it is. [email protected]
#8
Join Date: Jan 2009
Location: Near Edinburgh
Programs: BA Silver
Posts: 9,034
#9
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Send in a complaint about the "inconvenience they have caused" and leave it at that. 2-3 short declarative sentences which point to a specific and solveable issue, e.g. "I ordered a low-sodium meal and received Asian vegetarian."
General concerns won't receive any attention and will not even be read. You will receive a pre-formatted non-apology.
Like it or not, nobody will read about general concerns, how things have changed for the worse and so on.
General concerns won't receive any attention and will not even be read. You will receive a pre-formatted non-apology.
Like it or not, nobody will read about general concerns, how things have changed for the worse and so on.