f/up with my ba lounge access lhr

[parsonstrish]

I f/up with BA re the fiasco that occurred when I tried to enter ba lounge sth. terminal 5, lhr. This is the reply I rec'd.

I am sorry that you were initially denied access to our lounge at London Heathrow. I can understand how annoying this must have been for you. I realise our staff should have handled the situation in a better way and I apologise for the inconvenience we caused you.
We expect everyone at British Airways to be friendly and efficient, and to make our customers’ journeys as easy and enjoyable as possible. The attitude you describe is completely unacceptable, and we will follow it up.
We fully acknowledge we need to improve our performance in the way we deal with our customers. This includes looking at our customer care too, as we want to offer a consistently polite and thoughtful service across our business. We have reported your complaint to the manager of this area so that it can be raised with the person concerned. We have set up a senior team to oversee this important part of our operation, and they will monitor our progress.
Thank you for contacting us about this, and I hope that you will find everything completely satisfactory in future.



Best regards

Osmund Gracias
British Airways Customer Relations

 

[Flashback]

I f/up with BA re the fiasco that occurred when I tried to enter ba lounge sth. terminal 5, lhr. This is the reply I rec'd.

I am sorry that you were initially denied access to our lounge at London Heathrow. I can understand how annoying this must have been for you. I realise our staff should have handled the situation in a better way and I apologise for the inconvenience we caused you.
We expect everyone at British Airways to be friendly and efficient, and to make our customers’ journeys as easy and enjoyable as possible. The attitude you describe is completely unacceptable, and we will follow it up.
We fully acknowledge we need to improve our performance in the way we deal with our customers. This includes looking at our customer care too, as we want to offer a consistently polite and thoughtful service across our business. We have reported your complaint to the manager of this area so that it can be raised with the person concerned. We have set up a senior team to oversee this important part of our operation, and they will monitor our progress.
Thank you for contacting us about this, and I hope that you will find everything completely satisfactory in future.



Best regards

Osmund Gracias
British Airways Customer Relations

Last time that happened to me, I received a $50 QF voucher