Monday, July 04, 2005

Tonight the BMI Shines

I'm just off the phone with BMI, who have surprised me by having decent customer care.

I booked flights for to and from London for the Nine Inch Nails concert at the end of next week. Iain Wood's been kind enough to give my 3 friends and me some floor space for the night of the concert, and I gave him details of the flights so he could help us get around. He pointed out that our return flight was far too early (8:55am), and we'd be hard pushed to make it.

Very true - I'd obviously forgotten about 1 hour advanced check in at airports, the sheer size of London, and that I might like some sleep after the concert. So I went about changing the return flight time.

BMI's website: select a new time, get a bit shocked by their hidden costs at every turn, enter credit card details, get confirm... No, technical difficulties, come back later or tech support

BMI's tech support: "We can make the booking for you." Great, but the price quoted is more than what's on the website. "You should call the booking line."

BMI's booking line: "Tech support gave you the right price. If you want the website price, use the website(!). Wait a day or two then try again."

BMI's website: select the same time, get a bit shocked by the jump in price by over £100. Panic a bit.

BMI's customer care: I phoned to explain the situation and sweet-talk a discount from them, but the phone's battery died while on hold!

Email customer care: "All the above has happened, can I still get the original price? I have screenshots as evidence(!)"

And after all that, a phone call to say that they will only charge me the standard change of flight charge, so I'm quite well off for that. Commendable practice by BMI.

1 Comments:

Anonymous GaryF said...

The airline business is amazing: they only fuck you in the ass, rather than the threatened painful anal fisting, and you end up charmed by it.

7:40 pm  

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