Martin Swann

UK insurance broker & risk expert providing advice & insurance to professional & financial lines, tech & media industry, healthcare professionals & cyber risks

[Martin Swann @TheMartinSwann]

@pandocruises why is it every time I call you are too busy, live chat is never live & I don’t get reply to any emails? My first ever cruise & so far I’m completely underwhelmed by the pre trip service. Genuinely makes me worried what you have in store for us when we set sail…….

[Martin Swann @TheMartinSwann]

@DavidofEnglish @DickDelingpole @HelenRSalisbury And are guaranteed more than months work

[Martin Swann @TheMartinSwann]

@Delta when I fly I enjoy banter with the cabin crew! Shout out to Hunter in the 09:55 LHR to MSP, superb chat and great attentiveness.

[Martin Swann @TheMartinSwann]

@SouthernRailUK so from Monday 4th September you are cancelling all trains to London Bridge from the Arun Valley due to their not being enough customers to support them….. Oh look the train is full with people standing, like it is most days, from Horsham onwards! #southernfail

[Martin Swann @TheMartinSwann]

@British_Airways I have found the link thank you. What is the turnaround time for these replies ? Original email tool 6 weeks!

[Martin Swann @TheMartinSwann]

@British_Airways yesterday I finally got a response from customer relations after 6 weeks but they have only looked at one of my bookings not both, same case/ same flight, & the email link below for replies mentioned in the email is missing! How do I reply? Or is that the plan…

[Martin Swann @TheMartinSwann]

@British_Airways 6 weeks this Saturday you left my family and I stranded and 44 days since I raised my case and still no contact from customer relations. With more cancelations and disruptions planned how is your work load going to reduce? You can’t keep putting this all off!!

[Martin Swann @TheMartinSwann]

@British_Airways another day passes and with that we hit the 5 weeks of still no contact from your customer relations team. The generic emails stopped day 28, your published time for dealing with cases, probably as your generic system emails are not set up for this length of time

[Martin Swann @TheMartinSwann]

@British_Airways Do you not think I have been waiting patiently already? 5 weeks tomorrow since I raised my case. That’s 42 days which is 14 over the 28 days you advised in your acknowledgment email when I first sent the details over! This is such poor customer service #fail

[Martin Swann @TheMartinSwann]

@British_Airways something remarkable happened yesterday. I actually managed to speak to someone in customer services, yes a real person!! Sadly they told me they were putting me through to customer relations & then cut me off. 41 days since I raised my case and still no reply!

[Martin Swann @TheMartinSwann]

@British_Airways I find myself at day 40 since I raised my case with your customer relations team and still I have had nothing but radio silence.
How can you treat customers like this? #fail #customerservicematters #ignoringcomplaints

[Martin Swann @TheMartinSwann]

@LewisHamilton I was super privileged to meet to meet your father today at the @GoodwoodRRC #79MM he’ absolute gent and was accommodating and I felt bad imposing on his day. I told him he was an inspiration to me as a father on how I should support my kids to realise their dreams

[Martin Swann @TheMartinSwann]

@British_Airways How about you publish a top tips of how to get a response from your customer relations team. 39 days and still not a word from them following BA leaving My family and I stranded overseas 42 days ago. #failed #needtocaremore #poorcustomerservice

[Martin Swann @TheMartinSwann]

@British_Airways 38 days since I raised my case following being stranded overseas by BA and still no reply from customer relations. You asked me to DM you, I did, and waited 7 days for a reply only to be sent an FAQ document and have my conversation thread closed!! #appalling

[Martin Swann @TheMartinSwann]

@British_Airways You are receiving lots of questions about cases raised to your customer relations team which are not being answered. Why are you not dealing with those important questions BA?? @TheSun @DailyMirror @Telegraph @DailyMailUK

[Martin Swann @TheMartinSwann]

@British_Airways what is the point in have phone that don’t connect? What is the point of having email addresses just to ignore? What is the point to having social media that you don’t reply to? BA why are you failing so many so badly right now? Maybe @DailyMailOffic can help?

[Martin Swann @TheMartinSwann]

@British_Airways what is the point in have phone lines that don’t connect? What is the point of having email addresses just to ignore? What is the point to having social media that you don’t reply to? BA why are you failing so many so badly right now? Maybe @DailyMirror can help?

[Martin Swann @TheMartinSwann]

@British_Airways what is the point in have phone lines that don’t connect? What is the point of having email addresses just to ignore? What is the point to having social media that you don’t reply to? BA why are you failing so many so badly right now? Maybe @Telegraph can help?

[Martin Swann @TheMartinSwann]

@British_Airways what is the point in have phone lines that don’t connect? What is the point of having email addresses just to ignore? What is the point to having social media that you don’t reply to? BA why are you failing so many so badly right now? Maybe @TheSun can help?

[Martin Swann @TheMartinSwann]

@British_Airways 40 days since my family & I was left stranded, 37 days since I raised my case with your customer relations team & 9 days past your published timeline for dealing with my case. The only thing that’s changed is you’ve stopped sending your weekly be patient email