Profile: Jeremy Gilley

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Video: exclusive Q&A with BA's Frank van der Post

British Airways managing director of brands and customer experience, Frank van der Post, talks to Marketing Week about the impact of the brand’s campaigns this year.

Readers' comments (2)

  • Frank Van der post would be well advised to take a close look at his customer relations (fob off) department. To fly to serve is a lovely soundbite but doesn't mean anything if its not followed through especially when BA lets its customer down> I had a flight cancelled at the fault of the airline with 20 mins notice last week, i was not offered any alternative means of transport home and had to arrange this myself, this is not the first time I have experienced this within a 2 month period, I am a regular business traveller. I submitted a request for compensation and reimbursements of costs incurred for my return journey. I received what can only be described as a fob off response. I invite Mr Van der post to contact me to resolve this but am currently pursuing further both within the airline authorities and British Media.

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  • I have always been a strong supported of BA but my flight on tuesday 12 March to Miami was delayed for three hours. this can happen but it is how it is handled that you judge Customer Service which I can only decide as Fauly Towers style culminating in the fact they forgot to give us our food for the last five rows and only discovered it when dishing out tea and coffee. i would suggest a retaing for the air hostess and might be better to serve your customers rather than draw the curtain and giggle with colleagues during a day flight. not sure i will be flying with them again althoug booked in to flight in April to Africa. they put Customer Servie at teh heart of their business strat but clearly have forgotten what it means.

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