Poor Customer Service Leaving Passenger Shocked and Embarrassed

RE: COMPLAINT AGAINST A FLIGHT ATTENDANT: BUNTU MAPUKATA

Flight reference: BA6223 Scheduled departure time: 15:00 hours Delayed till: 16:45 hours

I was on a flight with British Airways from Johannesburg to Durban, on Saturday the 2nd of December 2017.

Upon entering the cabin, I requested assistance from flight attendant, Buntu Mapukata, to stow my bag into the overhead compartment.

His loud, clear and rude response was, and I quote, “ I cannot help you with your luggage. It is your responsibility to stow your own luggage. I cannot assist”.

He did not provide me with a valid reason of why he did not want to assist me. After saying this, he promptly walked away. The tone of his voice was arrogant and nowhere near apologetic.

Needless to say, I was stunned, shocked by his response and another passenger, had to assist me with my luggage as I am only 1.5 meters.

His behaviour also offended other passengers around me and a gentleman made it clear to another flight attendant, that Buntu’s behaviour is unacceptable.

I was on the flight with about 16 work colleagues and we also noticed that the other attendants were clearly assisting other more able passengers to stow their luggage; which irked us even more!

This was one of the worst experiences that I have ever had on an aircraft. I was left embarrassed and without assistance.

Why do British Airways employ staff that are discourteous and rude? Why do British Airways not train staff on customer service and passenger responsibility? Would Buntu’s attitude have been the same if I were a Black South African as opposed to being an Indian?

I require feedback on how this situation will be dealt with (especially proof of action to rectify this employee’s bad behaviour).

Disappointed and Dismayed!