My BA flight was very late arriving from Tokyo. Compounded by a significant wait for a stand, and despite rushing to the closing gate, BA made me miss my connecting flight home after a 12 hour flight (and an exhausting work week in Tokyo).
I understood that BA have a (reasonable) policy of upgrading customers if they miss a flight at the fault of the airline, so I felt comfortable approaching the club lounge desk personnel to request my new boarding card - NOPE!
What I got instead by "way of compensation" (for this unacceptably poor performance), after waiting some time to be confronted by a sour-faced customer service manager, Nicola John, was "well we booked you on the next flight".
Well, thank you!, but given my company spends around £75k+ per year with BA on flights and I have been a Gold card holder for some ten years, I expected a little more sympathy.
"Imagine how much it would cost us if we had to upgrade the THOUSANDS of customers we make late every week" is the quote I will remember from BA's Nicola John forever!
Unbelievable that: 1) thousand of delayed passengers is an acceptable number to BA; 2) they have no respect for the amount of money I (and many other customers) spend with them; 3) they offer zero sympathy or flexibility to compensate their poor service.
I have long been a firm advocate of BA and One World, but - with same routes - suddenly Star Alliance is very attractive.
Great customer care BA!
NB: The flight crew were however superb.