Bad experience on a flight- worth complaining?

[Laura2121]

I recently had a bad experience on a long-haul flight from British Airways, regarding poor customer service from a couple of the cabin stewards. After patiently putting up with the way that one steward was treating me and my elderly parents for a few hours, I raised my voice and complained to her about her level of customer service, only to then get a telling off from the cabin manager for raising my voice in the cabin- no accountability or apology for my experience at all. In fact I was even made to apologise for raising my voice, as if I was the problem. I have never had such an appalling experience on a flight before.

A quick Google search afterwards revealed that BA had recently made some policy changes as to protect their staff from customers expressing annoyance at them, so it could be that my loud complaint was ‘pounced on’ disproportionately given that the new policy had just come into force. But I am frankly appalled at the treatment I was subject to on board the flight.

I am soon taking the return flight back, and not feeling too keen about this after the poor experience I had on my outbound flight last month. I was going to complain to BA after getting back home, but it would help to know that they want to make things right before my flight home. An upgrade wouldn’t hurt either if they offer this! Has anyone had experience with something like this? Thanks!

might help to know what was so bad about how they treated you & your parents before you raised your voice? That context might help us get a better idea of how bad it was

Before anyone can advise I think we’d need to know what exactly the poor customer service was, were you economy or business etc to see if your complaints were justified. Were your expectations too high, how had you addressed the issues before escalating them? No one has any idea whether you or the staff were unreasonable without more details!

You shouted at the crew, yes? Youve been vague about that. For what?

i was on a flight this week and didn't get a hot drink once. I asked 3 times. None available. On a 9 hour flight. I also felt the crew were rude.

OP we need to know what happened?Context is everything here.

I had a shocking experience with BA which was basically discriminatory. I never write to complain, but I was so incensed (and didn’t want it to happen to anyone else) so I did about this. Initially I was fobbed off, so I replied rather sarcastically saying “nice to know how BA views customers who have had brain surgery thanks very much” and was given a £50 voucher. Whoopdef*ckingdo. One year on, I did begrudgingly use it on a short haul flight - but only because BA only had times that suited me when flying to that particular destination with a 4 year old. Now it’s used I won’t fly with them again.

Why do you believe there was a need for you to raise your voice?

When you say 'raised your voice', do you actually mean you shouted at a crew member? Or performatively spoke too loudly? What were you hoping to achieve, other than everyone else in the vicinity listening in? Not fair to involve the whole cabin in your complaint, get up and go to the crew area for a quiet conversation.

I flew with air Canada and the staff were just surely and disinterested. I didn’t shout but complained that the food was just chucked at us and the window blinds down for the whole flight.
We let 2pm British time and landed 4pm Canadian time..I complained and refused to shut my window blind ..I won !

Wonder what could justify you raising your voice in an aircraft . Immediately you are losing any credibility no matter how valid your complaint is . It is just not acceptable.

I particularly like the part where you tell us what actually happened to make you raise your voice...

It feels like you've left the details out on purpose here. What did they do that made you want to complain?

So the food was actually ‘thrown’ at you? Or do you just mean that you were efficiently handed a tray? When they have 300 more customers to serve in economy don’t expect silver service or anything more than a perfunctory/efficient service.
Blinds down on long haul is fairly normal. Especially if it’s part of a connecting route.
Cabin crew are there for safety mainly not to cowtow to every demand or tug their forelocks at their masters

You could have just complained during the flight without shouting, you know.

BA is awful. I parted ways with them after a long haul business class flight which i’d paid for 4 family members where another passenger was very drunk, kept trying to make friends with people around them and turn it into a party cabin. Loudly discussed all the gay sex they’d had in Cannes, in explicit detail in front of my toddlers and MIL and then when I went to get something from the cabin crew found them taking shots with that person, complained after, and I think got a £50 avois voucher. I wouldn’t be expecting much from your complaint, but you should because why not.

Not enough information.

This is tangential to the OPs comment but..

@questiontime1234

when I went to get something from the cabin crew found them taking shots with that person..

Am I misunderstanding your comment or are you claiming crew on duty on the aircraft were drinking alcoholic drinks?

I’m guessing / hoping the poster meant taking photos.

You won't get an upgrade if that's what you're hoping for. People have to pay or earn business class seats.

BA usually give avios for complaints but we have no idea what happened other than you shouting at CC for something that happened.

Without knowing what form this "poor customer service" took, we can't really say if you were justified.

In 99% of cases, raising your voice is never justified however, it shows a complete lack of control on your part and noone working should be subject to someone shouting at them, unless of course their poor customer service was something like them shouting at you, using abusive language etc etc. If it wasn't that, then yes raising your voice was a mistake, probably building up from getting more and more annoyed at the situation, but it's no excuse and only makes you look unreasonable.

You should have asked for a word with the cabin manager and quietly brought their attention to the poor customer service if it was so bad, and then if it was still unsatisfactory, you follow the complaints procedure when you've landed.

Raising your voice at someone working in any situation is poor form, but to do it on a flight where antisocial or angry behaviour cannot be tolerated due to the logistical risks if anything escalated is very foolish.

Yup as others have said we need to know the circumstances

An upgrade wouldn’t hurt either if they offer this! Has anyone had experience with something like this?

This makes it sound like it’s all about the upgrade - which, for the record, is highly unlikely to happen.

Likewise...

Use your words. Shouting on a plane is not ok.

If you shouted at the staff, you are the problem. As for getting an upgrade if you complain, dream on!

Raising your voice at a flight attendant is not acceptable.

Even if their behaviour really was that poor, I doubt you'll get anywhere. This is a 'he says/she says' situation and i expect BA will protect their crew. You will not get an upgrade.