British Airways today introduced a new program where they “generously” give away 5,000 airmiles when your flight from Heathrow Terminal 5 is more than 15 minutes delayed:
As part of our commitment to giving you outstanding service, we do everything we can to get you to your destination on time. So if in spite of all our efforts we can’t depart from Terminal 5 within 15 minutes* of scheduled departure time over the coming weeks, we’d like to give you more than just an apology:
When you fly Club Europe, Euro Traveller or Domestic Flights on a flexible ticket (booking classes JCDYBH) departing from Terminal 5 between now and 02 September 2008 you’ll receive
5,000 BA Miles if your flight leaves later than 15 minutes* of its scheduled departure time from Terminal 5.
BA actually has been doing this for quite some time, but you only received the miles when you actively complained about a particular flight. This offer now sounds fairly generous since manymost Heathrow flights these days suffer a delay. In fairness this delay is often not the result of a problem caused by the airlines, but more because of the airport’s severe capacity constraints. And, surprise, surprise, the small print of BA’s offer then exactly excludes those kind of delays:
British Airways reserves the right to exclude at its discretion any flights where disruption occurs beyond the reasonable control of British Airways. Non–exhaustive examples include severe weather conditions and their ongoing or consequent effects, air traffic control delays and industrial action.
With that, this offer all of a sudden sounds more like a common PR exercise than an innovative and generous customer centric solution.