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editorial@businesstravellerasia.com
LEFT IN TATTERS As a very frequent traveller (Star Alliance Gold/Oneworld Emerald) I spend a considerable time on aeroplanes and in airports. I’ve seen the good, bad and ugly. But it was still a shock when I visited the Qantas first class lounge at LAX. The linen on my restaurant table had many holes in it the size of quarters. What made it worse was the staff attitude when I pointed it out; they acted like it was no big deal.
When I asked for the supervisor, I was casually told that he was available at the exit and I could reach out to him there. While he did eventually walk up to me to apologise, the whole thing still makes me wonder how an airline like Qantas could let such a thing pass in the first class lounge. Serving such tattered linens is absolutely unacceptable. I hope this was an
aberration and not the new norm at Qantas. Tarun Adlakha, New Delhi
QANTAS RESPONDS: We are proud of the premium products and services offered to our customers across the international lounge network. We recognise that the condition of this napkin is not up to our usual high standards and we are currently carrying out a quality review across the linen in the LA First Lounge.
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editorial@businesstravellerasia.com and include your postal address and daytime phone number. We reserve the right to edit letters.
IN SICKNESS AND IN HEALTH I fell ill at the airport, unexpectedly and rapidly, which left me feeling bewildered, disoriented and very hot. Rushing back and forth to the washroom, I lost track of time and was unable to board. The gate was closed and my luggage was unloaded. Staff at the British Airways (BA) desk could see I was ill. They were so attentive and concerned, I found myself in the safest hands that I could ever have hoped for, while I was trying not to faint. I have read so much about wonderful service in the air, but never about this incredible link in the chain – the ground staff at the airport, who go largely unpraised and unnoticed. Before being escorted out of the departure area, they even offered to rebook me but I could not concentrate. I did rebook the following day, and was spared the usual penalty, and as always the call centre was impeccable. Missing a flight can distress passengers in perfect health – imagine how I felt
in my awful condition. A massive thank you to BA, which has been brilliant to me for over a decade. Naim Haris, London
NOVEMBER 2016
businesstraveller.com
BRITISH AIRWAYS RESPONDS: We are pleased to hear that our staff were able to help and take care of our customer when he began to feel unwell. We hope Mr Haris has fully recovered and look forward to welcoming him on board again soon.
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