My wife is returning from the UK tomorrow (Sunday). Her first flight is from Manchester to Heathrow and she only has a little over an hour to get off the first plane, change terminals, get through security etc and Heathrow is the size of a small city so changing terminals is a long trek and it took her 15 minutes to get OFF the plane on her outbound trip because she was at the back.
So yesterday she called me to see if I could get her a seat on the first flight near the door so she could get off the plane quickly and be on her way. She tried doing it in the UK but it seems like everyone has gone on vacation for the Easter hols, hence the call for me to try here in the US.
Now bear in mind that BA’s policy is that (for regular plebs like us) you can only book your seat 24 hours before departure. That meant 8:15 AM UK time today (Sat) and although you can do it online (remember everyone’s gone on vacation for the Easter) my wife does not have easy access to a computer.
So, I call, I explain about the time issue and changing terminals etc; and get the usual can’t do anything until 24 hours before, go online, that’s our policy, etc, etc.
I call again, get a different person but same story.
I call again. I get a different person but this guy was SO helpful. He found a seat near the front door and let me book it for her so now my wife is so far up front, any further forward and she’d be flying the plane.
So, I’d just like to say a big thank you to that guy (and I’m sorry but I’ve forgotten your name) at British Airways for actually taking time to help a customer instead of just spouting the company line.
In the end it’s treating the customer like a person instead of a dollar bill that that makes the difference between a one time customer and a repeat customer, and I think that in the current economic climate a lot of companies might do well to realize that.