Complaint Rating:

Since returning from our holidays on May 4 2008, I have sent three emails to British Airways asking why our luggage could not be transferred from Malaga to Doha, Qatar. On all three occasions, an automated response came back to me saying that the matter had been passed onto my Country office and they would be contacting me re the question. To date, I still have not had an answer.

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. 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.

I know I am not a Fist of Business Class passenger, just a mere Economy mortal, but with their reputation at stake I would have thought they would have been quicker to answer my simple question. At the time of traveling, my husband had torn muscles in between his ribs and having to collect our luggage at Gatwick airport to recheck into Qatar Airways, was a highly painful experience for my husband and did not help his condition.

I am truly disgusted with British Airways and they deserve all they get as far as I am concerned.

Mr and Mrs Michael Haylock,
Doha, Qatar, Arabian Gulf.