Had a big delay coming into LHR from Asia, around 20 hours, which obviously wrecked my connection to the US. I’ll admit I had the classic “this is why BA has a bad rep” moment.
Called customer service and got through in about 10 minutes. Not instant, but totally reasonable.
Explained the situation and asked if they could move me to another oneworld carrier in the same cabin since I was ticketed in Club World. Cathay was full. Then the agent casually asks if I’d like to switch to Qatar… in Qsuite.
I think I said yes before he finished the sentence.
Within minutes he reissued the ticket on the same PNR, no extra cost. At one point the call dropped and I thought I’d lost it, but he immediately called me back and finished the change.
Ended up flying Qsuite long haul for what I originally paid for old Club World. Massive upgrade in product.
Yes, the delay sucked. But the way they handled it honestly impressed me. Definitely not the horror story I was bracing for.
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