Flight BD 457, 22 Oct, 20:00 hrs, LHR - LIN. Booking
Ref: [Given]
My company, who uses the services BMI on a regular basis, made
the mistake of booking me an inflexible ticket over the weekend.
I acknowledge this mistake. However, over the weekend there was
a family tragedy that required me to remain in the UK for an extra
day and, subsequently necessitated a change in my travel itinery.
I telephoned BMI customer services on 21st October explaining
my predicament and the need to change my flight. The agent, Mohammed,
although polite stated he would need a fax of the death certificate
in order to put the change into effect. This I was not prepared
to do and so insisted on speaking to his manager.
I was then put through to the help-desk
supervisor for that afternoon (Sunday 21st October) who,
after hearing of my predicament kindly changed my flight details
for the following day. She informed me that the change was implemented
and that all I needed to do was have my ticket changed at the
ticket desk in the airport. I was very grateful for the way BMI
actually looked at the situation and applied a bit of compassion
and common sense in accommodating my needs.
On Tuesday 23rd October I arrived at Heathrow with my
old ticket and went, as instructed, to the BMI ticket desk to
have it changed. The sales operative then proceeded to inform
me that although my itinerary had been changed, she
would not change my ticket because of its status, despite the
fact that the help-desk supervisor ASSURED me it was perfectly
fine. She further made references to the unfairness to
other passengers of changing the ticket and I would have to buy
a new one or pay the 600 pounds fee for changing my current ticket.
If I had known this was going to happen I would have booked another
flight with their cheaper competitors and flown from Stansted.
But instead, because of the time and the need to be back at work,
I had to spend a further £275.00 on another ticket.
So what is my complaint? My complaint
is not their policy of cheap, non-changeable tickets, but rather
the fact that I was told it HAD been changed and all was well,
only to find out an hour and a half before the flight that it
was not in-fact well at all! If the help-desk supervisor
told me something she shouldn't have done, or if she over stepped
her right of privileges to do what she did then that is no longer
my problem. The problem lies with BMI for misinforming me and
should therefore carry through with their mistake. Instead
I was told rather impassionately and robot-like that I had to
pay for another ticket.
I have sent a fax to the customer relations department as they
have no email address. I also have no contact numbers or names
of people to whom I can complain to. So it was sent as a "To
whom it may concern". I have yet to start complaining by
phone as I need to start at the bottom of an "automated"
ladder and work up to someone who can actually make a decision.
I do not have the time or the money for such long international
phone calls as I am currently working in Italy.
BMI has been notified by mail of this posting.
20 November 2001
As yet I have heard nothing whatsoever
except that I have recieved a post card saying they will deal with
it within 28 days!.
And that must be nearing the 28 day time limit now. It is amazing
really, what with these days of electronic mail, 3G mobile telecommunications
and zillion terrabyte databases, and they still need to use a post
card with a second class stamp!
Do you have an email, contact number, mailing address even of someone
that can actually make a decision for BMI? I know those kind of
people must be few and far between though, hence their need to automate
everything thus, eradicating the need for common sense. What
would you suggest?
23 January 2002
I have since recieved an email stating
that I will be compensated. I have sent them the ticket receipts
as per their request, but as yet, nothing. That was two weeks ago.
J Benbow
