1. British Airways are unfit to be operating an airline and the staff give out false information to deceive and deter paid customers. BA is too lazy to determine the length of delays when they SHOULD know exactly how many flights are into and out of any airport they are due to arrive at.
BA are shockingly inept in handling airport delays and tried to push the responsibility back to the booking agent.
www. webjet.com.au are equally inept at handling bookings as they refused to take any responsibility for the paid for flights and refused to offer any sort or rescheduling nor compensation. We only learned on the day that the flight was due to stopover in Singapore. Webjet does not include that on the tickets. Nor does webjet.com.au include the expected arrival terminal on the ticket. Other agents do that. There were anticipated strikes on some of the transport between terminals at Heathrow on the way back - we needed to know which terminals were effected.
www.webjet.com.au is incompetent at doing a satisfactory job and does NOT handle the details required to arrange airline travel.
2. We had booked and paid 6 months in advance - due to depart Sydney 25th May 3.30pm for 17000km flight to Heathrow then onto Berlin, Germany. Departure from Tegal was scheduled on 28th May 8.05pm.
We phoned BA at 10am to determine situation with flights due to Icelandic volcanic eruption. Female advised that if we did cancel we would receive the taxes back which was approx $1900.00
3.BA is so unprofessional in that they could not determine what the backlog of flights and passengers would be into and out-of Heathrow airport. Earlier news reports stated Hamburg airport was closed - being approx. 200km north of Tegel we expected that would be subject to closures too.
Our concern was that we only had a 3 day trip so we did NOT want to be extensively delayed at Heathrow.
With all the technology available today, airlines can determine exactly what happened in every minute prior to the descent of Flight 447 from Brazil yet they cannot do the maths on the likely NUMBERS of flights and passengers to be effected at one airport. Having seen on television how some were delayed up to a week in the earlier volanic eruption, surely the controllers did some 'post-mortem' analysis, evaluations and deducements.
4.We phone BA again after noon to be told that that there would be delays but they could not say if there were closures at Heathrow or Tegel which would effect us. The women told us we would have to go to the booking agent for a refund - " they were the only ones who could put the refund application in progress". We then were held up for over half an hour with www.webjet.com.au who refused to do anything but tell us to go to BA as 'they had the money'.
News on the internet stated that Tegel airport had been closed due to the ash. That clearly showed there would be a backlog of passengers which could mean extended time at Heathrow airport. After a 17000km flight, my mother at 79yrs did not wish to be delayed extensively at any airport. We cancelled our flight with BA stating that " we would be refunded the taxes and had to go to the booking agent who would set the refund application in progress to BA"
We emailed the booking agent www.webjet.com.au who replied with a curt and customer 'unfriendly' reply that we would have to contact BA for refund as " they had the money."
Neither BA nor www.webjet.com.au offered to reschedule us e.g. to a later date in September when we could have taken the journey. So far BA have not given any response to our emailed request.
Within minutes of us cancelling our flight the volcano stopped erupting. If we can have that effect on a volcano then we certainly WILL HAVE a DELETERIOUS EFFECT on BA and www.webjet.com.au for INCOMPETENT handling of bookings. Airline Ref 809JLD
Seeing all the complaints about both companies they both have alot to answer for.