Great customer service from BA - NOT!
 

Early March, I flew AA and BA business class to Warsaw. I had to connect in MIA. The BA MIA Terraces lounge dragon tried to deny access to their club, a clear violation of OneWorld policy. She finally relented but made it sound like it was a one time favor. It was embarassing to say the least. Btw, the lounge was empty, so the excuse about capacity control was not applicable. To her credit she never said this was a capacity issue.

I e-mailed BA. I did not ask for anything, I just wanted the head office know that their MIA Terraces employees and in this case the manager make up their own rules and perhaps should be brought back for some more training. In the same letter I complimented their transfer desk agent at Heathrow. He was just outstanding. After missing my WAW connection dues to BA computer problems in Toronto, the agent put me on a LOT flight in business class. He actually walked me over to the BMI desk (LOT's partner) and waited there until I was issued a BP for my final segment to Warsaw.

To my surprise received a timely reply on <b>March 20</b>:

<i>Dear Mr AAFrequentFlyer

I am sorry you had to face problems on your recent travel with us.

British Airways always prides itself on its excellent customer service in all areas and I'm pleased that you received this on your journey with us.

I have sent your comments to our Customer Relations Department who will reply to you soon. We appreciate your patience as different departments have varying response times.

Thank you for taking the time to send us your feedback.

Regards
Priya
British Airways Executive Club</i>

well? today is the 11th of April and still nothing.

World's Favourite Airline - what a joke!!!

How odd. What reason did the dragon give you?

How was the Terraces Lounge compared to AA's? I must say the MIA Admiral's Clubs are my least favorite.

The Terraces in MIA is smaller than the 2 new ACs but they do have an open bar with nice selection of booze, wines and beers. They also have some free finger food. They have a quiet area with lounge chairs that one can sleep on.

Why don't you like the new ACs?

I'm flying BA from Miami on June 13 in Business Class. I thought I would be using the AA lounge. BA has their own lounge for two daily flights? I hope I don't have this problem.

What was their reason for denying you? BTW, is their a separate security check for Business/First in Miami?

You were flying American Airlines from Miami to Toronto where you picked up your BA flight, and you were using the BA Lounge in Miami? Is that because the BA lounge is better than the American Airlines lounge?

Under the OneWorld rules a Plat or ExPlat can use any OW lounge on the day of international travel regardless of class of service. So I should be able to use any of the 2 ACs or the BA Terraces that day based on my status with AA. Nothing to do with the class of service or membership.

In your case, you will be admitted because you are flying BA business class.

I like the 2 new ACs. They are larger and have more quiet areas. I just wanted to check the Terraces out and I should have been admitted without blinking an eye.

The ACs don't have an open bar but when travelling internationally the agents will issue free drink coupons.

Is there a separate security line for Business/First? I didn't see it last time I was there. I've never seen the duty free area either. Do they have one?

I know there is one for AA status holders and also for business class or first class AA flyers. Not sure if BA flyers are allowed to use that line.

Good way to avoid the long lines is to avoid cocourses A and D as these are where usually everybody checks in and then like sheep follow everybody to the closest security gate :-D. All 5 concourses A,B,C,D,E are connected airside.

If you don't mind walking try concourse E security. It's usually a great quicker depending on the time of the day.

There are duty free shops in A, D and I believe E concourses.

If you are just buying booze why not wait until you get on the plane. Recently I paid attention to some of the prices at the airport duty free and the airlines duty free and the airlines were usually about $2-3 less.

As the last resort, you can also do duty free in London. You have to walk through a duty free shop before you hit immigration anyways, so save yourself unnecessary burden of carrying a bottle or 2 of your favorite booze.

Once I get to London, I'm headed to Barcelona and the South of France where wine in a bottle starts around two Euros and they can fill up my one liter water bottle for one Euro.

I'm such a big spender!

Love the cheap stuff--as long as it's from France or Spain.

How new are the new AC's you're talking about? Last May, returning from London I hiked over to the AC I was told by an airline employee to find it closed. Then I hiked back to find another one. This one, I thought was flat out ugly with a not very comfortable bar area. Also, the person at the desk was snippy. Hey, maybe she's now working at BA's club?

Anyway, I don't remember which concourse this was on but going back through security was a nightmare as usual.

You were probably at the temporary AC.

The new ones are less than a year old. Very spacious, with great bar areas. Also a little cafe style room whith a great cappucino machine. Childrens play area, many computer stations, etc.

Both are located above the terminals on the second floor.

I bet I know the scenario. If you put your home address in your e-mail, you will receive a letter a month later explaining how they train employees, how hard they work, how proud you must be to fly their airline.

If there is no address, there will be no further replies.

So, please, keep us posted.

Yeah, AAFF I'd be interested to hear what happens with your complaint.

You're right, I must have been in the temporary AC. I assume the one that was closed was being redone. Glad to hear they're improving since I'll be coming back through there in June.

The new ACs are airside. The one that was landside as well as the temp are both closed. Unfortunately with all the construction delays, the airport and AA decided to close the new A terminal to speed up work with the other unfinshed terminals. Something about connecting the terminals airside. I'm not sure when this will be done but it's in the plans, so you may only have a chance to visit the new D terminal AC. Very nice.