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power failure in 2017, when so many flights were cancelled, and also the revelation in September that hundreds of thousands of its customers’ credit card details had been stolen, might have played a part. But I have also seen much more specific emails from readers who aren’t happy with BA. Recurring themes have been the weakness of its customer services – how difficult it has been to get both a response and a satisfactory resolution to complaints, and unhappiness about how problems have been handled on the ground.
Nor is BA leading the field when it comes to comfort at the back of the plane, where most of its passengers fly. A seat pitch (which indicates the amount of legroom) of 31in (79cm) is typical on its long-haul flights. Singapore Airlines, which won our survey, and Emirates, which came second, offer 32-34in (81-86cm).
I put these points to BA at a press preview of its new campaign this week, but I don’t hold out much hope on seat pitch; it is clear that this is seen as a straightforward way of increasing seat capacity, and therefore revenue, in the face of stiff competition. However, there does seem to be a recognition that improvements are needed in customer service and complaints handling. As part of a £6.5 billion investment in BA’s centenary year, Carolina Martinoli, director of customer experience, promises a new focus on staff training and resources.
Part of the investment will be in “first contact resolution”. This means that if you have a problem at the airport, for example, the first member of BA’s staff you approach should have
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CHRIS MOSS
SOUTH AMERICA EXPERT
Dear Christine
The rules covering currency and banking for tourists in
Argentina change often and your confusion is very common. Basically, ATMs are a bit of a con, as every transaction costs about £5, whatever the amount. If you must use an ATM, use it once to get enough for the three-day visit and advise your bank – some have Argentina on a hotlist of destinations subject to scams and may block your card. Don’t use ATMs on back streets
Changing your name by deed poll can be the cheapest way to solve errors on airline tickets
I booked flights to Koh Samui in Thailand with BA through online agent Travel Up. I put my wife’s middle name into the surname box by mistake, so her ticket has been issued in the name of Carol Ann instead of Carol Ann Davies.
I noticed the mistake as soon as the e-tickets arrived and notified Travel Up. It said it could correct her name and reissue the ticket for £75. But a few days later it reneged on this offer.
When I telephoned British Airways direct, the airline said that any change must be initiated by the agent. Travel Up contacted BA several more times, but the airline said that because two of the flights are operated by Bangkok Airways it is not possible to correct the name on all the sectors. Travel Up says my only option is to buy a new ticket, which will cost another £750.
I am considering asking my wife to renounce her married name and change her passport to match the e-ticket. What do you think?
JOHN DAVIES
QAGILL CHARLTON
READER CHAMPION
Airlines claim that they cannot correct mistakes in names on e-tickets when more than one airline is operating the flight itinerary. The issuing airline does not have access to make changes in the booking systems of other airlines. I advised the Davies that they had no option but to rebook or for Carol to change her name, which she did by deed poll.
Mrs Davies downloaded a declaration form from freedeedpoll. org.uk, signed it and asked two friends to witness it. She presented the signed deed poll to her employer and her bank, which actioned it in 24 hours.
Armed with a bank statement and a payslip in the name of Carol Ann, plus the original signed deed poll, she applied for a new passport, issued within a week. She had to pay £75.50 for the passport and £6.50 in delivery charges. I was surprised the Passport Office didn’t ask for the deed poll to be notarised by a solicitor or “enrolled” with the Royal Courts of Justice so it is put on public record (fee: £36).
You can change your name by deed poll as often as you like, so Mrs Davies can return to her married name after the holiday.
Changing your name by deed poll is not to be undertaken lightly. There are bureaucratic hassles in contacting those who need to know: the DVLA, credit card companies, the Inland Revenue and utility companies. This is a legal necessity.
BA slipped to 10th position out of 25 airlines rated. It had come first in 2015-16
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