Flying with British Airways? Be Prepared for Compromise

Mumbai: In the realm of customer service, one principle has long stood the test of time: “The customer is always right.” Unfortunately, it seems that some companies have lost sight of this key value—British Airways being a glaring example. With international travel from India on the rise, airlines are expected to place the comfort and well-being of passengers at the forefront. After all, these passengers are the lifeblood of the industry, funding operations and salaries. However, recent events involving #BritishAirways suggest that such priorities may be slipping, as evidenced by the distressing experience of Mr. Ronnie Rodrigues on flight BA 138 from Mumbai to London on September 16, 2024.

Mr. Rodrigues, a frequent flyer who often travels with large groups of family, friends, and office staff embarked on what was supposed to be a celebratory trip, a tradition he has maintained since 2020. On this occasion, he was accompanied by 28 individuals, including his four young children, a couple highly placed bankers, a lawyer, a travel agent and a couple of reputed journalists from the print and digital media. Unfortunately, the flight quickly turned into a troubling ordeal, marked by rude and unprofessional conduct from British Airways staff.

As Mr. Rodrigues assisted in seating his group, a flight attendant—conspicuously without a name badge—abruptly instructed him to take his seat, completely ignoring his polite attempt to clarify the situation. When Mr. Rodrigues responded in kind to the attendant’s rude tone, the situation escalated, with the captain of the flight, Captain Kelly, being summoned to intervene.

Rather than de-escalating the situation, Captain Kelly took an aggressive stance. He threatened to deboard Mr. Rodrigues. He was told that he’ll have to deboard Mr Rodrigues’ entire group which included the 28 people who Mr. Rodrigues had generously sponsored. Despite this threat, it appears Captain Kelly quickly reconsidered, likely weighing the financial implications of such an action for British Airways. However, instead of resolving the issue amicably, he imposed a highly unprofessional penalty—denying Mr. Rodrigues food and drink for the entire flight. As a result, Mr. Rodrigues endured the lengthy journey without any sustenance, an unacceptable treatment by any standard.