Ansett
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- Jul 13, 2011
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Recently travelled on BA Clun Europe from London to Madrid return and well all I can say is I will never complain again about QF 767 condition. The aircraft on the outbound journey was an old 767 that was in despaerate need of retirement, the seats although leather were badly worn and dirty, the toilet was literally coming apart with parts of the cabin wall coming away peeled and cracked, needless to say I refrained from using the convinioences and to top it all off the carpets and cabin walls where putrid looking like they hadnt been cleaned in Years.
On the bright side the meal was of a reasonable standard.
On the return I was greeted with an A320 which I dont mind however again the aircraft was showing very badly its age and lack of TLC. The meal was served and again no real complaints here, from here it went so wrong I decided after conferring with the passenger behing to recline my seat and as i reached for the button was ataken back when I felt a strange hard yet soft texture and to my amazement when I looked down discovered that the entire arm, rest against which my clothes had been resting, was full of what appeared to be old chewing gum that had solidified. I informed the FA who looked in horror and was aplogetic and took down a report and complaint utilising her Ipad. This I thought was a good result. It has been some 3 weeks since I took the flight and below is the rsposne form BA - What do you think?
Dear Mr xx_x
We have been contacted by senior crew member Susan xx_x. I am sorry to hear that your seat was covered in chewing gum when you boarded your flight from Madrid on 13 April. It is not what you expect when travelling with British Airways, and it must made for a very unpleasant journey for you. I recognise we let you down this time and please accept my sincere apologies for the delay in our response.
We know how important the aircraft’s appearance and cleanliness is to our customers. We have made improvements to our cabin environment a top priority. This has meant spending more on specialist cleaning equipment and setting up new performance-based contracts with the cleaning company we use.
We have also re-examined our own processes to make sure that problems in the cabin are dealt with as quickly as possible. Everything is recorded and passed on to our maintenance team as soon as the aircraft lands, so they can put it right.
We acknowledge that there is still work to do in this area. We have started the changes and we are getting a positive reaction from our customers. We will continue to focus on long term improvements to our aircraft.
We don't take our customers for granted and know you have a choice when it comes to booking your flights. Thank you for leaving your details with Susan and giving me the chance to respond. I hope this will not deter you from flying with British Airways in the future.
Best regards
xx_xx_X
British Airways Customer Relations
On the bright side the meal was of a reasonable standard.
On the return I was greeted with an A320 which I dont mind however again the aircraft was showing very badly its age and lack of TLC. The meal was served and again no real complaints here, from here it went so wrong I decided after conferring with the passenger behing to recline my seat and as i reached for the button was ataken back when I felt a strange hard yet soft texture and to my amazement when I looked down discovered that the entire arm, rest against which my clothes had been resting, was full of what appeared to be old chewing gum that had solidified. I informed the FA who looked in horror and was aplogetic and took down a report and complaint utilising her Ipad. This I thought was a good result. It has been some 3 weeks since I took the flight and below is the rsposne form BA - What do you think?
Dear Mr xx_xWe have been contacted by senior crew member Susan xx_x. I am sorry to hear that your seat was covered in chewing gum when you boarded your flight from Madrid on 13 April. It is not what you expect when travelling with British Airways, and it must made for a very unpleasant journey for you. I recognise we let you down this time and please accept my sincere apologies for the delay in our response.
We know how important the aircraft’s appearance and cleanliness is to our customers. We have made improvements to our cabin environment a top priority. This has meant spending more on specialist cleaning equipment and setting up new performance-based contracts with the cleaning company we use.
We have also re-examined our own processes to make sure that problems in the cabin are dealt with as quickly as possible. Everything is recorded and passed on to our maintenance team as soon as the aircraft lands, so they can put it right.
We acknowledge that there is still work to do in this area. We have started the changes and we are getting a positive reaction from our customers. We will continue to focus on long term improvements to our aircraft.
We don't take our customers for granted and know you have a choice when it comes to booking your flights. Thank you for leaving your details with Susan and giving me the chance to respond. I hope this will not deter you from flying with British Airways in the future.
Best regards
xx_xx_X
British Airways Customer Relations
)
