In June 2006 on returning from Africa, I was verbally abused by an extremely drunk person upon taking my seat in World Traveller Plus. Verbal abuse of myself, and several other passengers carried on for an hour into the flight. After checking the cabin for spare seats, I then moved into economy. When asked by the purser why I had moved, I explained what was happening, and questioned the purser on BA's policy of allowing intoxicated passengers to fly. I was told it was none of my business...but that there were mitigating circumstances. After the meal, I then requested a drink that was not available in economy class as "compensation" for the disturbance experienced in World Traveller Plus. I was refused by the purser, stating that I had moved into economy through of my own vocation, and that I had not been disturbed. After 15 minutes of further discussion, where I pointed out the distress of the other passengers, and the woman sitting next to the drunken gentleman looked visibly scared, when I had left the cabin, I was told that the situation was under control, that the drink was getting no further alcohol, and that it was now me that was causing the problem. Shortly before landing I then moved back to my original seat, and to my amazement witnessed the drunk drinking wine out of a BA provided wine bottle!
Later I sent a note of complaint, where I then received very little sympathy, and no offer of compensation. Two months later I received a survey invite from BA inviting me to comment on their complaints service... which I then did... and again little or no response.
The main complaint is that British Airways the supposed flag ship of the United Kingdom in my opinion has lost its way when compared to its rivals in Europe such as Air France, and KLM. They have no understanding of service quality, and their contemptuous attitude of both their staff, and administrative staff in dealing with customers complaints is deplorable. As a frequent flyer, all air lines will have mishaps from time to time. The true quality of an airline is how their staff handle such mishaps. I suppose I should just be grateful that I wasn't just told "to get over it", as the first class passenger from Delhi to London was told when he complained after staff placed the body of a woman that had died onboard the plane after 3hrs into the flight in March 2007.