Dear Customer Service,
I was recently (2nd of August) traveling from London Heathrow to Miami for my holiday, and I must say that until now this is the worst experience ever and it is taking away all my joy from my holiday.
Starting from the beginning, I arrived to the Heathrow airport at 5 am to do my check in and leave my baggage. I informed lady that there is a small literal problem with my last name which appeared on my boarding pass while I was doing my online check in, which I admit this mistake was made by me while booking a tickets. Lady told me that I should go to BA customer service who will change it for me and said I need to take my luggage with me because it will be sent from there. I was queuing for my turn in customer service for around 40 min, just hear from gentleman that the changes were not needed and I can easily travel like that. So I wasted 40 min waiting for nothing. I left my bag with him trusting that it will be sent to my final destination. Clearly I was wrong.
In Philadelphia I realized that that my luggage was not there, I could not find anyone competent to tell me what to do, why is not there, where to go and how to sort it out. All they said was “if it’s not here go to your final destination and make claim”. Obviously all my flight from Philadelphia to Miami I was stressing if my luggage miraculously appear in Miami. It did not.
I went to Baggage claim to report that my baggage is delayed/ lost. Woman took my address and information how my bag looks like keep repeating how sorry she was to hear that. Yes, I was sorry as well that my bag went missing because now I am on holiday without my clothes, medicals, shoes or even swim wear. She said that someone will call me within 24h to inform me if they locate my bag.
Again, nobody ever called me even after 4 days ! Tracking website was keep telling me that my bag has not be located.
I called American Airways Customer Service 4 times already!
First time woman who picked up the phone could not find any information where my bag was, I gave her a statement what happened at London Airport assuming that guy from BA customer service did not send my bag at all ( last time my bag was scanned was in London). Lady sent a message to BA including my story to get any news from their site if they found it or not.
Next day again I did not receive any call or update in my matter so I called American Airways once again. And for the first time I actually have spoken with someone who could help. A Lady named Patty said they received a message from BA saying that they found my bag and they send it to Miami 3rd of August. She said that he will send another message to schedule delivery of my luggage to the place where I am currently staying.
Again, I received no call with update. So I called today again to AA Customer Service ( 5th of August) asking where is my bag and when I can received. And somehow I got information that my bag has not been located! There is clearly no information flow between people. What he told me that BA and AA is not the same company and because I claimed lost baggage at AA I need to wait to BA communicate with AA to actually send my bag. It looks like 2 companies who cooperate together are not able to speak to each other in past 3 days !!! How is it even possible? So now I am on my holiday in past 4 days which I can really enjoy, I am spending money for basic clothes and underwear to be actually able to go and enjoy the sun. I still have not received my bag, they still don’t know where is it and I’m 100 % sure they are not planning to send it any time soon. No one is making any effort not saying about doing their job properly to actually find my bag and send it back to me.
To conclude, I have been waiting for 4 days without my luggage. At the same time it appears that I choose the worst airline company with the most untrained staff. The different information given upon departure shown a lack of training from BA side. I had many different stories of what to do and what needs to be done. They could not even assist me to let me know where should the bag been picked up (Philadelphia or Miami). And it was a simple question of reading the baggage ticket (stating MIA). Such a waste of time.
Then I have been dealing with the most silent guest relation call center. No one knew what to do or where to look! Your team is stating that we should be contacted after 1 day … it has been 4 and I had to call all the times. You have been wasting my time and my money! I had to deal with your incompetence. You decided to make a partnership between AA and BA… not me!! I took a flight ticket with BA, and I do not know who lost my luggage but you have to deal with it internally. Now you are blaming each other that I opened a case with AA, and I should have done it with BA so that is why the call center cannot have access to the system. Nobody informed me! And as far as I can see I sure that your staff was just here to write the information on the paper stating the same story like robot, to all the guests looking for their luggages … “your luggage is with custom”. Mine was not but look like your team is train only to do the same. Smile and repeat the same story and how sorry they are. I am really sorry for them too now!
Then after 4 days, I had to call because nobody even try to give me any information or to call me back. One (Patty, which is maybe the only competent person) finally gave me an answer. But no follow up has been done from your team then. And when I called again, the gentlemen said “that they are still looking for it”. I had to re-explain the story in order for him to acknowledge that YES you found the bag!!! Such a great relief !!! which was brief… since he was unable to find where in MIAMI was my luggage or even if my luggage really arrived! How useless is your service honestly. The customer has to do your job and explain the same story after and after … I am exhausted of you miscommunication, your unprofessionalism and your 5 stars incompetence.
To conclude, the gentlemen told me … to go to the airport to find my luggage!!! HOW COME IS IT POSSIBLE !!! I am in holidays and you are wasting my time and my pleasure! You are going to move and ask your upper management to do something. I need my luggage to be delivered to the place where I stay asap. I need YOU to do the follow up. My expenses will have to be refund !! and I am travelling back on the 14th of August, you better do a commercial gesture.
Hopping that this letter find you well.
More information that you can find useful:
File Number: MIAAA02145074