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BRITISH AIRWAYS CUSTOMER SERVICE

EDM (Early Day Motion) 1203: tabled on 29 March 2010

Tabled in the 2009-10 session.

This motion has been signed by 17 Members. It has not yet had any amendments submitted.

As this motion is using historical data, we may not have the record of the original ordering, in which case signatories are listed alphabetically.

Motion text

That this House calls on Willie Walsh of British Airways to examine the unacceptably poor levels of customer care and competence of its so-called Customer Service and the stewardship of its Refunds Department; is dismayed that it is almost impossible for customers to be able to speak on a telephone to an agent who listens and will provide help, guidance and remedies; notes British Airways' failure to process and respond to faxes or e-mails of customers; considers that at a time of increased world-wide competition British Airways needs dramatically to improve the levels of its service to customers or it will lose large numbers of customers permanently; and concludes that its current industrial relations crisis is symptomatic and indicative of arrogance and mediocre management, further aggravated by its indifference to its customers.