escapecommittee
Free Member
Although I did not take my moho on this trip, the BF strategy for dealing with legitimate complaints may help other readers. For this trip in my SUV we booked 3 hotels and a return crossing to Santander. In BF speak , that is a holiday and it entitles you to a good discount on the Ferry price. It has worked for me several times in the past.
On this occasion we decided to modify our return date. We had booked the parador for our return but it was not available. I was told that there was no cancellation charge and they offered an alternative at an additional charge of £87. So one night's accomodation is costing £87 plus the cost of the paradore, not a cheap option in my view. When I checked the hotel's online price for my new date, the cost was 113 euros. It looks like BF were not being at all shy with their pricing. I complained and got the usual call centre apporach and complained again. I reproduce the content of the letter below.
Interestingly , I wrote to the CEO about this and his reply was a mirror image of the email. I can only assume that since BF have a monopoly on this route that they don't feel the need to offer a good cutomer experience. In the bigger scheme of things it is not a lot of money but I will avoid them in future if at all possible.
All they have ever done is to say that they have done nothing wrong (presumably over charging is OK for the customer?), and I should go to a third party to arbitrate. An amicable understanding would have led to a happy customer. I am not one of those. You can make your own mind up, not if I am right or wrong, to a degree that is irrelevant. But is this the way to talk to your customer?
Dear Sir
Thank you for your email with your additional comments.
I'm sorry we've been unable to reach an amicable understanding on this matter and I regret that you remain disappointed with our responses.
Having reviewed the correspondence between us, I'm content that our position in the matter has been explained and clarified and that further exchange will not prove productive. I have tried to answer your submissions candidly and personally but cannot justify protracting the correspondence beyond this email.
We quoted a price which you accepted at the time and we cannot be held responsible for the fact that you found a cheaper price elsewhere at a later date. We have not contravened any travel regulations.
Whilst I continue to regret your ongoing dissatisfaction we will not respond further unless called upon to do so by a relevant third party/arbitrator.
I am mindful this is not the response you will be hoping for but trust you can understand our need to move forward and perhaps rely on a third party opinion to achieve this.
Once again, my apologies we have been unable to agree a mutually agreeable route forward.
Yours sincerely
Charlotte Murray
Senior Customer Services Officer
On this occasion we decided to modify our return date. We had booked the parador for our return but it was not available. I was told that there was no cancellation charge and they offered an alternative at an additional charge of £87. So one night's accomodation is costing £87 plus the cost of the paradore, not a cheap option in my view. When I checked the hotel's online price for my new date, the cost was 113 euros. It looks like BF were not being at all shy with their pricing. I complained and got the usual call centre apporach and complained again. I reproduce the content of the letter below.
Interestingly , I wrote to the CEO about this and his reply was a mirror image of the email. I can only assume that since BF have a monopoly on this route that they don't feel the need to offer a good cutomer experience. In the bigger scheme of things it is not a lot of money but I will avoid them in future if at all possible.
All they have ever done is to say that they have done nothing wrong (presumably over charging is OK for the customer?), and I should go to a third party to arbitrate. An amicable understanding would have led to a happy customer. I am not one of those. You can make your own mind up, not if I am right or wrong, to a degree that is irrelevant. But is this the way to talk to your customer?
Dear Sir
Thank you for your email with your additional comments.
I'm sorry we've been unable to reach an amicable understanding on this matter and I regret that you remain disappointed with our responses.
Having reviewed the correspondence between us, I'm content that our position in the matter has been explained and clarified and that further exchange will not prove productive. I have tried to answer your submissions candidly and personally but cannot justify protracting the correspondence beyond this email.
We quoted a price which you accepted at the time and we cannot be held responsible for the fact that you found a cheaper price elsewhere at a later date. We have not contravened any travel regulations.
Whilst I continue to regret your ongoing dissatisfaction we will not respond further unless called upon to do so by a relevant third party/arbitrator.
I am mindful this is not the response you will be hoping for but trust you can understand our need to move forward and perhaps rely on a third party opinion to achieve this.
Once again, my apologies we have been unable to agree a mutually agreeable route forward.
Yours sincerely
Charlotte Murray
Senior Customer Services Officer