On British Airways though it seems to be a recurring problem. The airline had to tell staff not to go in the cargo hold of their 747s. And last year when a passenger on a British Airways flight discovered their seat was soaked from a previous passenger they were told to clean it up themselves.
In that case the man complained and was offered 5000 Avios as compensation. He went public demanding a ‘real apology’ and BA upped its compensation offer to “a flight voucher worth £435, or a free upgrade on his next flight to Cape Town.”
In contrast a British Airways business class passenger found his seat similarly soaked and BA offered 40,000 Avios as compensation.
“We were on board the plane and made our way to our seats and so I sat down with a glass of Champagne and thought this is brilliant.
“Then I noticed that the pillow that I was sat on was a little damp and I stood up and then so were my trousers.
“I turned the pillow over and you could see that the pillow and the entire seat was saturated in urine. The cabin crew tried to take the seat cover off and it was disgusting as it had soaked right though.
“I had to move seats and I was not able to sit with my wife for the flight which was really disappointing as well.”
His Armani jeans were ruined — flight attendants put his pants in a plastic bag, but once he made it to Jamaica he was without a washing machine and didn’t pay the hotel to launder them. During his trip several people from the flight were at his resort and kept asking him about the ordeal. He felt he couldn’t escape it and enjoy his holiday. As a result he’s disappointed by 40,000 Avios worth of compensation, but British Airways felt that was plenty generous.
My view is two-fold,
- British Airways likely needs to do a better job inspecting the cleanliness of aircraft (and rectifying issues) prior to long haul flights. British Airways should never present this as their product.
- Compensation ought to be the full cost of the ticket at a minimum. British Airways may believe that 40,000 points is generous, that all they promise is transportation from point A and point B (never mind that this was business class). However I do believe that they promise transportation from point A to point B free of urine and they failed to deliver what the customer paid for. A refund is due.
Unfortunately British Airways seems not to agree with me about what their product offering entails.