For BA Fans…
Sep 14th, 2007 by Simon
Makes me want to try BA again.
Although I’ve never found them to be as warm as the Virgin Atlantic crew, who really do spoil you.
But “upgrade” is a nice idea. Not to be poo-poo’d!
More than that, though, I love that they’ve uploaded the ads themselves - made a YouTube user of British Airways and included the ‘making of’ film. Because I just don’t understand why we leave the YouTube’ing of our ads to chance - if people might opt to watch ads, that’s far more potent than forcing them out there. So, why wouldn’t you encourage it? We should all be doing that.
And agencies should have a ‘reel’ running on YouTube all the time - why not?
Yet I can’t find an agency that does - feel free to comment with links if you know any that buck this!
Meanwhile, back to BA…
BA released some info that in a two week period they lose 20,000 pieces of luggage. Now many of those are found but for anyone waiting at a baggage claim only to find theirbags are not coming, there’s a sense of anger or disappointment towards the airline. No matter the advertising the service of BA will make the biggest difference. I don’t know if Vurgin Atlantic ever advertises its service, but that’s what people talk about when they praise Virgin, and what makes them great.
My flight on Vurgin Atlantic was great because of the service. The planes actually felt a little old and worn, amenities were nice but not beyond what other nice carriers may offer. Its the service and people that makes me love them. (and because they are all pretty, except for the one requisite fatty
I flew Virgin America recently, the new low fare Virgin branded airline in the States, and the planes were cool, a good step above a JetBlue, but the service was almost trying too hard to make the trip silly and wacky, not truly attentive and helpful, more jokes and artificially exaggerated smiling. Felt like a cool bus driven by clowns. 100% better than any other US carrier for the money, but its weakness is truly great (and genuine) service.
Simon,
I think that the reason agencies can’t simply pop their latest work on YouTube etc is that there are issues with talent contracts. Leaking them out through individuals circumvents that. Another area to think about surrounding the implications of web 2.0.
Believe me, you don’t want a talent agency on the line wanting to negotiate global rights after the fact.
Check out the reasonably amusing Virgin America adverts!
BA are terrible. Dont be fooled! Check this email I received just this morning, for example:
‘Well guess what - surprise surprise, the “service oriented” (not) BA will not let me upgrade using airmiles “because its a discounted ticket”. I mean - REALLY. And of course I cannot even book a seat till 24h before or at the airport. Huh. So that will be in the middle of a row of 4, near the back, then, Madam?
Please remind me at any time in the future, and I really mean this:
Never travel BA, even if its cheap, if there is an alternative.’
In regard to the youtube arguement, it’s one I tried to push around the ENGINE group last year, but was told rights reasons and talent contracts were the reason we didnt. It’s stupid though, I agree. Opt in is opt in, so enjoy it! (you’ll find BBH up there, though - I’ve got a second life video they made)
BA does it again!! LOST BAGGAGE/LOST CHECK!
A check for a lost and damaged suitcase was issued in my name for my daughter who lives in Scotland, but I cannot cash the check because my daughters address is on it.
I have tried to get someone/anyone at BA to tell if they know the details about the check and how to get another one issued.
Today BA’s great customer service people at their baggage handling toll free department put me on hold 3 times and cut me off 3 times. WOW. Great customer service, huh?
Finally I got someone who tells me BA only communicates with customers via letter or fax. I guess that is so they dont appear stupid on the phone as well.
So, long story short, now going on 5 months with no information, no one who cares, no updates on how to resolve the issue, and no interest in keeping their customers happy.
Thanks BA for a half a**ed job.