Comments on: British Airways: No Refund For Man In ICU Who Can’t Talk

By: Joe Gats

Joe Gats — Sun, 09 May 2010 19:23:02 +0000

I agree with Thomas, the rest of you are cry babies who want the world to have rules unless their inconvenient to you

By: AngryTechnician

AngryTechnician — Sun, 09 May 2010 09:27:57 +0000

Another example of companies using the Data Protection Act as a BS excuse for poor service. If the customer can provide all the details of the booking, there is nothing in the DPA that would prevent the airline from dealing with the family – DPA only applies if the family wanted BA to give them information they didn’t already know.

By: Thomas

Thomas — Sun, 09 May 2010 00:27:02 +0000

This isn’t really that hard to solve. Fax a power of attorney authorization to British Airways and have that referenced in the customer’s file. From there on out, they can speak to the authorized person in question.

By: Jason M

Jason M — Sat, 08 May 2010 22:05:01 +0000

Glad I found this story, just before I’m to book flights for our family vacation. I’m not purchasing twelve round trip tickets (from Los Angeles) through BA. They have lost any future business with me now. I hope others will follow.

By: Common Sense

Common Sense — Sat, 08 May 2010 20:46:27 +0000

The golden rule when talking to a CSR on the phone, if they don’t give you what you want, politely ask to speak to a supervisor. Repeat until either you’ve gotten what you wanted or the CEO has refused your request. Remain polite and courteous the whole time, but be direct about what it is that you want.

Of course some low level minimum wage phone jockey is probably just reading from a script, you gotta escalate!