bmibaby Cardiff Edinburgh and more complaints
Wednesday, 29 April 2009 12:23

BMI BABY Travel: Cardiff to Edinburgh return, 24th - 26th April 2009...

Travel Details: Cardiff to Edinburgh Return (as a consequence of you cancelling the Glasgow route)

My history with you: I have been a frequent flyer using BMI since 1990, I have flown between Glasgow and East Midlands for 18 years usually 2 return trip per month, I moved to Cardiff in Sept 2008, I was happy to move there as a consequence of your flights, they allowed me to collect my children at weekends and fly home to Cardiff, all told I was booking 7 flights every second weekend.

Point1...

You continually send me ‘spam' email on a virtually daily basis, however you failed to tell me that the Glasgow service out of Cardiff was being withdrawn, you've failed to inform me that you hand luggage allowance (size), had changed amid all the spam of sales junk!!

Point2...

I write to complain about the above dates when myself and my partner were doing a return trip to Edinburgh, forcing us to book a hire car to travel an additional 120 plus miles. The stupidly early flight time you claim saves on costs, however the tick price did not reflect that (and it never does). On arrival our ‘online check-in' meant we went straight through security, on getting to the gate we discovered that despite travelling with you for all the years I have, you'd changed the bag size. I was left to stand and look stupid whilst your staff robbed me of £20, the worst being that they didn't take cash and than promptly read out my direct debit card details out over the phone - with 150 people listening, your staff even disclosed the 3 digit code on the back of the card, I am extremely worried about this procedure, I have informed my bank and I hope to avoid any fraud into my bank account, but you created the opportunity through your greed.

Perversely, as the flight filled with people, others had far larger bags and there was no sign of their bags being sent to the hold. During the flight I specifically ordered a ‘meal deal' your cabin crew totally dis-regarded my request and charge me the wrong price!!

On return, the bag check at the security desk was the traditional size, there was no further check by your staff, on boarding it was a complete shambles, 85% of the passengers were in 1/3 of the plane, all at the rear, the overhead lockers were all full owing to the cost of checking-in bags according to the crew and therefore our bags (we binned the oversize one that cost £75 (for fear of embarrassment and insecure DD Card details being announced to all the other passengers), and bought a new one for £34), the ineptitude of the seat booking process resulted in the cabin crew asking for ‘volunteers' to man the exits as a consequence of no-one sitting in the more expensive seats with a little more leg room. Because of the cost of checking-in traditionally, lots of people are now carrying more hand luggage, therefore our bags ended up being 8 rows in front of our seat, once again we're carrying the risk of strangers stealing our stuff owing to your rubbish pricing policies and stupid doggedness to extract every penny you can.

Just to add insult to injury, whilst perusing your ‘menu' which isn't really a menu, its more a flying tuck shop, I found spelling mistakes too - have you got any control??

I write to you as a professional management consult who specialises in finding my clients' the most customer focussed and business efficient processes, my clients receive in the order of 40% cost reduction in the cost to run their service, whilst enhancing the customer experience at the same time, in my opinion the service is tremendously poor, the staff appear incentivised to upset the customer to generate wealth and overall feeling is that as a customer I/we ought to be bloody grateful. Its just terrible and shouldn't be called ‘service'.

Point3...

Online business with no online complaints service - why??

Have you an ombudsman? I wish to complain of this appalling service and duplicity of pricing.



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