I am a GOLD BA Frequent flyer and I have been flying British Airways for years now. However the heart ache British Airways have caused me over the last few months is beyond normal. There is nothing worse than dealing with British Airways customer service team. They do not take ownership or responsibility for what they say they will do, they make promises to customers on next steps and do not deliver. You have to chase them up to get anything done and trust me that alone he like a full time job. 1) I rang BA & requested a quote to make changes to an existing booking I was promised by the rep on the phone I’ll hear back within 24 hours as the pricing team need to price the ticket up, 2 weeks on & I did not hear back from anyone at BA. I ranGBA customer service team and I was told that the last rep I spoke to 2 weeks ago did not send my request off to the pricing team. Infact there was no note on my account regarding my request. Can you imagine how angry I was at this point. 2) BA has a dedicated Gold member phone number which I rang to make changes to another booking, I spent 40 mins on the phone to the customer service rep now bear in mind that the customer service number is not a free number. The rep took my card details to process payment for my booking, she told me that she has queued my booking to the finance department to process payment and this should be done within 4-5 working days. Nearly 2 weeks later my request was not done. I got on to the social media team to find out what was going on. The social media team advised me in a direct message on twitter that the rep failed to queue up my request for processing but what’s worse is the fact that I am meant to be on this flight in 4 days time. To recap I spent 40 mins on the phone to a rep to carry out a task I gave her all the necessary details, she provided me with the relevant timelines only to find out that my request did not even get processed. The social media team offered to fix this for me, and suggested that I send the 3 digits of my card through twitter direct message (imagine that, sending card details through twitter) I told the social media team hell nahh! And I requested they call me to process the payment. The customer service team didn’t call me for nearly 8 hours later and at that point it was 4am and I was asleep. I reached out to the customer service team as soon as I woke up and I asked them to call me during the day, 12 hours later I still didn’t get a call from British Airways. I have given BA the ability to make things right I have been patient and still this issue has not been resolved. This is not a once off this is the type of issue I go through with BA as a customer nothing ever goes as planned. And regardless of the pain any of the disappointment they have caused you all they do is say “sorry” or offer you “10,000 avios” at most to shut you up like a crying baby. The above is just the atrocious customer service dealings I’ve had with BA. I cannot fathom what non frequent flyers of BA go through by just thinking about the heart ache I go through with BA as a GOLD customer in order to get anything done. It is clear that management don’t care so why should the staff care? You be the judge. BA has lost its touch and they are no longer the prestige British airline it once was. BA customer relations has since being in contact obviously after all of this was escalated and as usual all they had to say was “sorry” if you want good customer service British Airways isn’t the airline to use.