Stephen Broome

Former Hotelier, now Lead Hotel Consultant at PwC, MD AboutHospitality, and NED Sir Richard Sutton Ltd. Fellow IoH. Life is busy, views are personal

[Stephen Broome @BroomeSteve]

Great to be back at the Pig at Harlyn to finally celebrate our golden wedding. Lovely welcome. Well done team Harlyn!

[Stephen Broome @BroomeSteve]

@johnlewishelp Jamie another 24hrs with no refund and no communication. How difficult can it be to issue a refund?

[Stephen Broome @BroomeSteve]

@johnlewishelp What do I have to do to get a response? JL cxl my online order on the day it’s due - the item is out of stock. 3 long calls with JL CS…. all promises broken. Email to head of customer services at JL…no response.
Still no refund. Customer goodwill now exhausted.

[Stephen Broome @BroomeSteve]

@waitrose Wow…50p off a jar of sliced chargrilled aubergines….But only if I faff around with your app. I’m off to Lidl where my custom is really appreciated. Sad day.

[Chris Baylis @BaylisChris]

#Harvest22 positions available, please apply if interested or feel free to RT #britishagriculture #summer-work #temporarywork

[Stephen Broome @BroomeSteve]

@CraigLearning @Flight_Refunds @British_Airways @lastminute_com Yes the CAA it takes up to 90 days and will cost nothing if your complaint is upheld. https://t.co/OQweScHJK1

[Stephen Broome @BroomeSteve]

@British_Airways Can I book a BA Holiday (hotel + flight) for March 22 today and pay the deposit and then use my FTV’s to part pay the invoice when it is due? It is not clear from the website and despite my best efforts I cant get through on the phone as you are so busy.

[Stephen Broome @BroomeSteve]

@CraigLearning @Flight_Refunds @British_Airways And a long diatribe from CEO Sean Doyle admitting that @British_Airways have a long way to go in restoring customer confidence. The understatement of the year!

[Stephen Broome @BroomeSteve]

@CraigLearning @Flight_Refunds @British_Airways Yes, the message that advises you to go to https://t.co/RUQ7Xk8WL6 where all your problems will be solved!

[Stephen Broome @BroomeSteve]

@CraigLearning @Flight_Refunds @British_Airways I spoke too soon…response from BA Holidays: “As far as we can see this side, the FTV vouchers are still for the values that we have originally listed and redeemed.”
Despite email from @British_Airways Customer Services that the correct value would be applied nothing has changed

[Stephen Broome @BroomeSteve]

@CraigLearning @Flight_Refunds @British_Airways I spoke too soon…See the response from BA Holidays As far as we can see this side, the vouchers are still for the values that we have originally listed and redeemed.
Despite promises by BA Customer Services/Fares Team that the correct value would be applied nothing has changed.

[Stephen Broome @BroomeSteve]

@CraigLearning @Flight_Refunds @British_Airways Thanks Craig, I suspect we are not alone! Can’t decide if it’s corporate fraud or gross incompetence?

[Stephen Broome @BroomeSteve]

@British_Airways @British_Airways I responded as requested but have heard nothing.
My booking O9J2RD was cancelled, you refused to refund me and issued FTV vouchers, the vouchers are only for the £300 upgrade out of c£1700 paid. You said we need 72hrs to sort it..that was 10 days ago. Help me!

[Stephen Broome @BroomeSteve]

@BBCNews is it really necessary to include at least one cutaway showing a syringe being jabbed in an arm in every news broadcast? Or is it a licence fee stipulation?

[Stephen Broome @BroomeSteve]

@British_Airways I am becoming suspicious that you don’t want me to use the FTV vouchers provided instead of a cash refund. I forwarded the myriad of information you requested ( all of which you already have) and I get an automatic response advising me to visit the website. 3 days=no booking😳

[Stephen Broome @BroomeSteve]

@British_Airways a suggestion for BA management. If you allowed customers to book and use FTVs online, you would reduce the volume of voice calls at a stroke and have less disgruntled customers? I have wasted 2 hours today and still haven’t managed to make a booking.

[Stephen Broome @BroomeSteve]

@British_Airways No, am currently on hold for the second time today…..and now I am told I need to speak to someone else because the booking BA cancelled was upgraded by a friend ( who now has dementia) with Avios points that you won’t be refunding and I don’t know his membership number…aaaagh

[Amit Champaneri @AmitChampaneri1]

The @PwC_UK #HotelsForecast 2021-2022 reveals green shoots of recovery as demand returns. Join the #webcast launch on 19 Oct to find out our forecasted recovery after the most volatile trading period since benchmarking began. Register: https://t.co/n6x1xK58P8 #Hotels #Hospitality