Port Elizabeth Customer Service

Good Evening BA. I would like to point out a few problems relating to your Port Elizabeth customer service and more specifically one of your managers( Shelayne Roman)

I arrived to check my sister onto flight BA6230 to Johannesburg scheduled departure of 18:35. I would also like to point out that she was booked on a business class seat, however customers service shouldnt matter between business and economy, but ill get to that later.

After we were informed of an un-determined delayed due to a reason nobody could tell us, i pointed out that my sister had a connecting flight in Johannesburg and that check in closed at 20:35. The lady helping us saiid i should chat to her supervisor/manager to see what they could do.

This ladies name is Shelayne Roman, after i pointed out that we had a connecting flight, her first question to me was, "is it a co-shared flight or a BA flight?" to which i rep**** no, her simple response" its not our problem", The fact that because i am not flying BA on a connecting flight,gives your representatives the right to say "tough ****s" in plane terms i find appalling and horrifying, there was no enthusiasm on your staffs part to trying and contact or help sort out a end situation that would suite my sister, if this is your Modus Operandi i feel sorry for passengers using your service and caution anyone doing so. I then pointed out it is however your problem to deliver passengers to the destination on time, to which she merely responded with" it is our problem to deliver to your destination, time doesnt matter" i was rather shocked and appalled by the lack of interest in helping a customer out when the delay was on BA's side.

Aside from this he general lack of interest and rude attitude towards a customer trying to sort a problem out that was not caused by the customer was disgusting, if this is the attitude of BA's staff members i am shocked that you are still in business and functioning.

Eventual arrive at O R Tambo Airport, now being booked business class and with a delay and with BA staff knowing that my sister had a connecting flight, guess what, her bags were one of the last to come onto the carousel. Please explain to me what is the benefits of flying club when your bags are last to arrive and secondly why was no priority made for passengers on connecting flights.

On the other hand, when we contacted Air Seychelles and explained the situation to them, they went out of their way to help make sure my sister managed to board the flight she was booked on and i commend them for that effort.

The difference between your Representatives(Shelayne Roman) disgusting and rude behavior and Air Seychelles helpful manor, makes me question as to how you as a company are still in business, but my guess is that complaints such as this are just swept under the rug as passengers are just a number to you and of no real importance as long as the money for a contract between British Airways and a customer is paid over, the actual contract is merely a formality and whether it is upheld from your end or not, makes no difference.

I doubt that anything will be done from your side( BA) however i am writing this more to inform potential customers of the disgusting and rude service that British Airways seems to offer( at least from its Port Elizabeth branch) by so called "senior" staff members.

Regards

Daven van Heerden Ex British Airways customer