I received an emailed apology only *after* BA had told two reporters that they had already contacted me to apologize and one of those articles got published saying as much. Isn’t that lovely!
British Airways has since acknowledged that their aircraft was in fact infested with bugs! (According to the Daily Mail’s article.)
While they have issued an apology to me, (quite a shoddy one if I may say so – still no acknowledgment about anything occurring on the second half of my trip, nor that their customer service actually did treat me poorly) there is nothing in what they wrote to me, nor in their public statements, that leads me to believe that they care even remotely about these types of situations. There is no stated commitment in their apology to me to any kind of regular cleaning or fumigation of their aircraft. There is no commitment that they have even investigated the particular aircraft in question!
In this day and age of infestations in major cities around the world, is some sort of regular fumigation schedule by airlines such a crazy thing to expect? Does one have to build websites in order for an airline to even sort-of-not-really acknowledge that there was a problem?
Unfortunately, the mail sent has a disclaimer that does not allow me to reprint it. It also says that I may not read it(!) so I take it all with a grain of salt. I’ll summarize:
(My notes in italics, clearly!)
- They are very sorry to hear about the problems I told them about I guess they must not yet have read through the incident report filed by that flight attendant on the first flight. You know, the report that included bug samples?
- They understand that it must have been unsettling to find insects in my seat, and to “find bites”
- They are sorry that I feel as though their staff was not sympathetic
- They included quotes similar to those they gave the Financial Times
- They offered me some money as a gesture of goodwill (which I have not and will not accept)
- They thanked me for bringing the issue to their attention and hope that I will fly them again
No thanks BA!