United Kingdom - UB70GB
I phoned BA in JHB to inquire why I could not prebook my first class ticket from Heathrow to Jhb on the 31st of July. Thos should be a formality with a first class ticket. Instead I was given a runaround of note. I first spoke to a person called Zuko who kept me on the line for 20 min without returning. In the interim I phoned from another phone and spoke to Evidence who was just as unhelpful and made me wait for 10 min without returning. I then asked to speak to the supervisor (Natasha) who promised me she would look into the matter. I phoned back twice the next day to inquire as well as leaving messages the day after, as she was never available. I am still waiting for a response from her. I find the service atrociously bad, with no real attempt to sort out the problem, and it is a first class ticket which is supposed to have SOME benefits.
Please respond soonest. They cannot tell me that they cant preseat me or tell me which seat has been allocated to me. I find that totally implausable. Ref no (YCFBNH)
Hi, Subject: Lost my box at Gatwick airport, there was a Switzerland Kuku wall clock inside box. I am...
i am compaining for my mother mrs j douglas 3 portal road knightswood glasgow g13 3xn who flew on a connecting flight heathrow to glasgow thursday 12th june flightba1474 my mother is 77 yrs old and had just flown from sydney and we asked for assistance however the problemn came at heathrow and my mother had to struggle when arriving ar glasgow airport this i find most distressing and can assure you will go into more details about this and myself will never fly with ba or recomend to any of my friends or family .
We were unable to book the seats that we required and then on booking in a couple were upgraded to the seats that we were told were unavailable. We were given row 2 D and F in club class and was assured that seat E would not be used so that we would be together. Just before take off a man and a 3 year old child got on board and that child was given the seat between myself and my husband, seat E. the man then sat in the window seat of the row behind leaving us to deal with the child. We had 2 grandchildren with us sitting in economy and would have liked one of them to be with us not a strangers child.
On the return journey the front row was empty and 2 more passengers were upgraded to these seats. To add salt to our wounds our daughter brought our 4 year old grandson to sit with us whilst she used the toilet. He sat down put his seat belt on and we were told to remove him as soon as possible as they did not allow children in club class. We were very upset about this but decided not to make an issue of it on the plane. The flight details are London / Gatwick B A 2952 to Cagliari on the 31st May 08. Return flight B A 2953 on the 7th June 08. We have other issues about this flight regarding the booking in and miss allocation of my daughters seats but we would like you're comments on the above matter Peter and Lynne Wilkinson.
I have return flight (BA 0156) from Kuwait to London on 6th December 2007 as ticket with reservation code (QQQZBK) indicates. I notice that information which has been included into the ticket is not strict even with departure or arrival time. On the other hand, I have never notice any kind of information that may be included in ticket or else where mentioned the last time of checking in. I arrived at check in counter in Kuwait airport at 8:00 am on 6th December, but I have been told that the gate was closed. I begged them that I have an appointment at a hospital tomorrow. They without any kind of respect refused to check in my luggage after they checked with British Airways branch in Kuwait airport.
We went to Kuwait airline to check if there is any flight to London, we have been told that there is one at 10:00 am and we may be able to transfer the ticket to Kuwait Airline after my friend explained the situation to them. We want to British Airways office, the door were locked, we knocked it, a guy came out and we explain the matter and he told us that the ticket is not transferable because it is not endurable; this is another doubt! Then, when I asked him about rebooking for next day, he informed me that the ticket is invalid that is even before the boarding was started that is happened at 8:35, and then I asked for of the name of the employee, he wrote it down as “Wagol”.
We went back to Kuwait airline to book the ticket to London, I paid 115 K.D which I have a receipt to prove that, while we finished the whole procedure we went to check in counter and she refused taking my luggage because the gate was closed, we talked to Kuwait airline manager who instructed the counter to take our luggage. This incident shows that there are no strict rules in airports and for this reason I think your branch in Kuwait airport is responsible for my awful situation as well as for paying another ticket to reach my hospital appointment.
I think I have not been informed that I should be at the check in counter at specific time; neither have I been informed about the last time that I must reach the counter with. Therefore, there is no reason what so ever which give you right to put the responsibility on me and punish me by paying another ticket to reach my appointment. I am looking forwards to hearing from you and to get my right by paying back either my original ticket or the ticket which I brought from Kuwait airline, with many thanks for your assistance.
In November 2007, my mother and I booked two seats on flights from San Diego CA to London (via Los Angeles) for an 8-day round trip, beginning March 14, 2008.
Unfortunately, on the day of the planned trip, my mother had to go to the hospital ER and was unable to travel. The doctors told her not to travel for at least a week and so we tried to reschedule our flight with British Airways for the following week. However, they were fully booked and we were unable to get the flights we wanted.
In attempting to reschedule the flights with the airline, I was talking with Reservation Agent "Jessica", who advised me to completely cancel the tickets, since there were no available flights for our required dates, and request a refund from the airline. (She then advised me to rebook on another airline). Jessica mentioned that, since my mother was unable to fly due to a health matter, there would be no problem in getting a full refund. She also advised me to fax the appropriate paperwork from the doctors to BA, prior to the time of our first scheduled flight, stating again that there would be no problem in getting a full refund, since we had experienced a medical emergency. I followed her instructions and the fax was sent about an hour prior to flight time.
Other than one email advising us that we were entitled to a refund of taxes only, British Airways have thus far ignored our correspondence and requests for a full refund. At this point, they are not responding at all to us and we have tried on several occasions to contact them.
We are currently $1775.98 out of pocket and have received no further response from BA during the past two-plus months, other than an automated fax receipt.
I have contacted my credit card company but they cannot help in this situation as we are more than 90 days out from the time of booking, on November 27, 2007.
Any help in this matter would be greatly appreciated. $1775.98 is a lot of money for a Senior Citizen (my mother) to be duped out of.
We booked BA return flight from Cape Town to Heathrow. We regularly fly BA and had almost enough BA Airmiles to upgrade to Economy Plus. I purchased enough miles to do this. and paid £50 each so we could move the flight if necessary.Unfortunately we need to change our return flight and we are now told that we have to pay £50 each (fine we knew this) and £155 each to change the date of the flight. We have lost our airmiles and cannot upgrade using airmiles again.
What a rip off!!! What a way to treat loyal customers!!! We won't be customers for much longer.
I booked a flight for my mother traveling from Prague to San Francisco on British Airways. She had a long layover in London (12 hours), and I intended to book a hotel for her. I changed my mind and called BA to see if she could get a shorter layover.
The customer representative told me that she could help me by "canceling the original return flight in the system." By doing this, she explained that I would NOT be charged the $200 change fee or the difference in fares. She advised me to then call back and just re-book, and reiterated that I wouldn't be charged any fees. I rebooked the ticket, and at no time did anyone ask for my credit card information, or request any payment whatsoever.
However, when my mother arrived at the airport, the BA representatives demanded more than $950 on the spot. With no other option, we paid this and have been battling to get it refunded from BA since then. A woman named Marcia Friedland from their Customer Relations department rejected the request for a refund. The whole thing is just RIDICULOUS. Had I known they were going to do this, I would have kept the original flight. This surprise fee almost DOUBLED the entire roundtrip ticket!
Shame on British Airways!
My daughter Sandra Velli was on BA0293 from Heathrow to Washington Dulles of yesterday, July 27, 2007. Flight was canceled. I have not been able to receive any information by e-mail or phone (at considerable expense) as to her wherabouts (hotel name, phone number,) airport lounge? Embarkment on another flight. It is urgent that I be able to contact her. WHAT IS WRONG WITH BA INFORMATION? IT IS BECOMING A TOTALLY UNRELIABLE AIRLINE.
With growing disappointment and disgust, Paola Ottolenghi Velli.
My wife is French and frequently flies BA to Lyon via Heathrow. The last 3 times in a row her bag was lost. Each time it took longer to return it. This time she flew on July 3 Mancester-London, and was connecting London-Lyon, but due to potential terrorism all Terminal 4 flights were canceled. And our bag was lost. Now it is July 28, we are still waiting. We have phoned BA a dozen times, sent 15 emails, logged on the "lost luggage" site 50 times and the messages are always the same. Clearly BA has outsourced its baggage handling and is really having problems. I now rank it in the bottom 10% of airlines (I fly about 100000+ miles per year).
Just over three weeks ago, I flew to Stockholm for a wedding. The date of my departure unfortunately coincided with the foiled car bomb attempts in London, and of course my (meticulously packed!) bag never turned up due to additional security checks. I had to assemble an entire new outfit in two hours flat – in a strange city and six months pregnant!
All I know, to date, is that my case was trucked with approximately 20,000 others to Milan about two weeks ago. The trail has since run cold. My blood boils each time I call the CLICK number ("We are currently experiencing extremely high call volumes... please call back later"), especially since the description of my suitcase was totally wrong . Finally, additional staff were deployed for a few days last week . I have to say, the two times I managed to get through the staff were helpful, efficient and even sympathetic but sadly this has not solved my wardrobe predicament.
I understand the problems BA are experiencing at the moment but I think if there was any way the victims could make any contact whatsoever, it would make the luggage debacle that much more bearable.
Our group of six people traveled from Helsinki/Finland to Honolulu/Hawaii and back via LHR-LAX using BA as a main carrier (+ co-chaired flights with AA and Finnair). The whole package makes in total 12 trips, during which not a single baggage item has been delivered on time.
At the destination – Honolulu, we’ve been waiting 6 days to get all baggage collected. According to BA’s personnel at LAX airport, our baggage missed the flight at LHR. Back here in Helsinki, it's now the ninth day of waiting and still four bags have a “tracing continues” status at the worldtracer site. There is a very strong indication that our baggage has been again stuck at LHR. I’ve reported my case through a BA customer contact web form, so far without any feedback. I allso called BA's customer support and received a very "friendly" comment: Being told about our baggage problems, BA’s person stated that “it’s better not to be blown up in the plane and wait a while for a baggage”. I must say it’s the most memorable comment I’ve ever heard from the airline service representative.
Yes I agree with BA, it’s nice to conduct each flight alive in general and particularly with BA to and from LHR. However, with all sympathy and goodwill I feel nowadays for BA (and other carriers and their personnel too), I'd have expected from BA a bit higher service ambitions than just keeping customers alive.
In case BA is willing to respond to this message, the similar story with the contact data has been sent through a BA’s customer contact web form.
I recently tried to book flights for my family from Cape Town to London return, I searched around and found BA flights where ideal timings and come out competitively priced.
I went through the website booking process happily enough, and was given a booking reference. The message was given that the booking was put on hold and must be confirmed using Pegasus within 96 hours and payment would be made offline - I was given a South African customer service number to call(though this wasn't mentioned anywhere!) in order to make payment.
I decided that I didn't really want to make an expensive foreign call, so called UK customer services to make payment. Having got through after a 25minute wait, I was then told that because this was a high risk fraud route that I couldn't make payment over the internet or phone but had to attend a BA sales desk at either Heathrow or Gatwick within the next 96 hours in order to confirm the booking and make payment. Alternatively I could try a travel agent.
I then made my way to a travel agent - who, not surprisingly couldn't use the booking reference that you'd given me. Instead they had to try and book me the tickets directly through their system - which came out considerably dearer (just under £300). At which point I called the BA customer services again, and explained the situation stating that I couldn't get to a uk airport in the next 96 hours but I want to book the tickets at the price indicated on the booking (~£2383). I was unhelpfully told that unless I went to the ticket sales desk I couldn't get that price.
I subsequently called Virgin Atlantic and South African Airlines to see if I'd have the same problem there. Both these organizations recognized that the route was a fraud risk route, and that as I wasn't one of the traveling party that additional checks would need to be undertaken. In neither case did these additional checks involve me having to go in person to an airport.
My complaints are as follows:
1. If it is understood that booking South Africa to London return is a high risk fraud route and therefore bookings cannot be made paid/confirmed unless done in person - why does BA allow potential customers to waste their time trying to book it online?
2. I sent a significant amount of time yesterday (totally up to over 1.30 hours) on hold trying to get through to someone in customer services.
3. One of my calls to BA customer service was to see what time the ticket sales desks were open in Heathrow, as that was where you'd advice me to go, there is no information on your website, and after waiting for over 30mins on their customer service line yesterday was helpfully told that who "don't give out your ticket sales desk number" - it didn't help an already frustrated potential customer.
4. As their competitors have found an acceptable method (for both parties) of verifying that I'm not a fraudsters - surely BA can work out a solution.
5. BA customer adviser appeared not to give a damn that I was wanting to spend a significant amount of money with BA, and was looking for some practical help to a genuine problem. I understand that there are business rules that they must adhere to, but as I work as a consultant to a national uk call center I am astonished at how poorly my call for help was handled - there was no empathy with my situation whatsoever.
As it stood - I was actually going to Heathrow to pick up my niece and nephews (from South Africa) this Sunday, and at a push, could have gone to the ticket sales desk (now that I know it would have been open at 5.30am, after waiting 30mins on the phone to find out). However, out of principal I have chosen to book with one of their competitors, the prices were very similar and were not the deciding factor. As BA appear not to care where I spend my money I decided I would prefer to spend it with a company that does. Both their competitors customer service was excellent - I got through to a call adviser, and they genuinely listened and understood my issues and concerns - perhaps BA should learn lessons from them.
My family make a significant number of trips between South Africa and London, and have previously been quite happy to fly with BA. However, after this incident was so frustrating we are unlikely to do so again. But as BA don't seem to worry about losing custom that shouldn't be a problem for them.
My wife and I have flown in BA many times between India and the US. We never had to change the booking till now. This time my wife has to come back early from her trip to India.
This is when I realized that BA has unreasonable terms of service in the ticket. I booked the ticket through an online travel agent (Orbitz). I did not notice that hiding behind a 'fare rules' link was a long fare basis code in all-caps that said 'CANCELLATIONS ANY TIME TICKET IS NON-REFUNDABLE.'
Most international flights can be canceled for a fee of $50-200 for a full refund. I was able to cancel my Air France ticket for $200. BA does not refund anything for cancellations. I wonder why anyone will cancel such a ticket.
They do not let you change flights before you fly - because only the travel agent can change the ticket. The travel agent gave me a quote for $3400 to change the return leg one month in advance. It costs only $1000 to book a new one-way ticket from India to US. Unable to change the tickets, the Orbitz rep kept forwarding me to BA, and the BA rep refused to handle any changes to the ticket. Finally, I bullied one of the reps to give me the phone to the manager, and the manager said that I could change the ticket once my wife flew the first leg.
My wife flew to India hoping to change the return ticket. Now the customer service reps in India's BA offices have excuses ranging from 'there are no tickets available from London to Boston in July' to 'our computer network is down'. I am trying to change the tickets from the US and I'm getting the run-around too. They have forwarded my 'request' to a 'pricing department' that takes 48 hours to come up with a rate for changing the tickets.
Unfortunately, I have no option but to wait for 2 days. In all likelihood they are going to take all the money ($1800 round trip) and probably ask for $1000 more to book another ticket. I will probably book a new one-way ticket from India in another airline and let the other return ticket go to waste.
I realize now that there is no such thing as a 'sure plan', and it makes no sense to go with an airline that is inflexible. I typically fly twice a year to India on official business and my wife flies once a year. We will never fly in BA again. We will also make it a point to warn our friends and colleagues about their 'KICK 'EM WHEN THEY'RE DOWN' fine-print.
I am a 68 yr old woman travelling alone from bangalore to dallas with a couple of baggages ... is a lousy - screwed system of baggage handling and customer relations from british airways...
I travelled bangalore - london - miami - dallas... After coming to miami i was told that my luggage did not accompany me to miami..inspite of the fact that i checked in the blr airport almost 3 hrs in advance...!
I was told that i can 'peacefully' go to dallas and the luggage in a day... Little did i know that british airways is notorious and is popular to delay and lose luggage on their flights ...
I am traveling alone and did not carry even a single set of clothes ... I am in someone's home who is a friend and it is the fourth day without my luggage ...
I have tried atleast 100 calls to the 1 800 number to speak to some sales representative but in vain ... It is extremely horrible and it is getting very embarrassing every passing day as i am not mobile and cannot depend on the people with whom i am staying ...
I have been constanting troubling the local vendor who delivers the luggage for ba and venting out of my frustration on them fully understanding that they are not at fault and cannot do anything ...:-((
I am now looking ways and means to sue you guys for all the embarrassment that i have been metted with and thinking if i deserve all this just for flying british airways ...
'word of mouth' publicity (!!) works wonders ... Need i say more ...
I hope this customer relations mail reaches some sensible people and that they act fast and deliver my luggage at the earliest...
I also spoke to some online support guy who tells me that ba does not have a 'non' 1-800 number ... !! Do they want me to believe this ...
How i wish i knew some foul language ... Am not looking for a good attorney to sue them for all the mental agony and frustration and trouble that i have gone thro' and am going thro ' for the last 5 days now ...!!
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.
To: British Airways,
I am writing to you (again) giving a brief summary of the harassment I am facing from your company, British Airways in order to receive a refund and compensation of a connecting flight which was cancelled on my way to Paris for my Honeymoon.
We got on a flight from Calcutta – London on 20/Dec/06 with a connecting flight to Paris the same day after a few hours. All flights got cancelled to Paris because of fog.
The BA staffs were very unhelpful and un-cooperative in booking us to another flight. They did not provide us with any meal vouchers or hotel accommodation and told us that we will have to stay in the airport overnight. They were extremely rude and it seemed that they were purposely unhelpful in assisting us with formalities for a temporary visa.
Finally After 8 hours at the airport without anything to eat we finally got visas. Again they were very rude and refused to give us temporary accommodation for the night. One ground staff told us to take the train to Paris and claim the same from BA later.
So lugging our bags we took a train to the station and took the tunnel to Paris.
At the airport we were told that BA had processed the refund for our cancelled flight and it will be credited to my Credit Card automatically.
After we reached India – I send a formal request for a refund online. When I called the call centre they told me they are not able to process anything and it is going to be approved from the UK itself.
Ever since January I have contacted the call centre at least 10-15 times – Each time I have to wait on hold for 20 minutes and half the times I don’t even get through. Each time they tell me that they are sending a request for a refund and it will take 6 weeks to get credited. Each time they gave me a different email address – where when I emailed – the emails used to bounce back!!!
Ever since January I have contacted BA through its website at least 10 times
15/Feb/07 - Please contact your travel insurance company
04/Apr/07 - I have also passed on your details to our refunds team and they will get in touch with you as soon as possible about your ticket refund. I'm afraid I cannot refund the cost of your alternative travel arrangements
10/Apr/07 - We are investigating your case, so there might be a short delay in responding to your email.
17/Apr/07 - I have, though, sent your details to our Refunds Department for the refund of your ticket. They will be in touch with you shortly.
29/May/07 - For the refund of your unused British Airways tickets, I have passed on a copy of your letter and email to our Refunds Department. They will get in touch with you soon
31/May/07 - I have contacted our refunds department in the UK and unfortunately as you bought your tickets in India we are unable to refund the London to Paris tickets which were cancelled. However if you contact the sales office in Delhi which you used to buy your tickets, they should be able to refund this part of your ticket.
The Delhi office refuses to do anything about it as they claim that they “are only a marketing office and that they have no power”!
Not to forget compensation for my alternate travel arrangements, compensation for a lost day of vacation, compensation for a ruined start for our honeymoon, you are pretending that if you refund my ticket you will be doing me a big favor!!
And don’t forget COMPENSATION FOR THE HARASSMENT I HAVE BEEN FACING FROM YOU IN ORDER TO GET MY COMPENSATION!!!
Our 6 month anniversary is coming up – and there is no sight of any progress
And on top of that you pass statements like “I hope this has not deterred you and your wife from flying with us again in the future.”
I booked a return flight 02/06/07 from Sao Paulo, Brazil to London Heathrow. I have always paid BA in 10 payments without interest on my credit card.
Today I am informed, after questioning the terms of payment by credit card, that it is BA's policy to charge one payment for bookings on the internet, bookings by phone can be made in three payments on a credit card without interest.
BA's credit card policy should be published, not hidden away only for the eyes of their employees. I am appalled at this total lack of consideration for BA's customers,to travel from Brazil to the UK is very costly, I understood credit cards were for the use of by responsible people to plan and finance their expenses. The ''World's Favorite Airline'' has shown its true face once again. The last time I travel BA, a loyal customer for over 30 years, they have really earned themselves some extremely bad publicity and PR.
My wife and I recently flew British Air (BA2192 - May 4, 2007) from Dallas to Gatwick, London. Going over we checked three suitcases, and took on board two small wheeled-suitcases that fit nicely in the overhead.
On our return flight (BA 2193) from Gatwick, we checked four suitcases. However, as we proceeded to the boarding gate, BAA (airport authority) inspectors asked us to place our two wheeled-suitcases in the dimensional box to make sure they qualified as carry-ons.
They fit, however, the wheels protruded so they forced us to check both carry-ons as excess baggage at a combined cost of US$483! These were the very same suitcases that traveled in the overhead bins on the flight over at no charge.
British Air has not responded to my inquiries, and BA workers at the excess baggage counter referred us to the BAA who cited "increased security concerns" which had nothing to do with baggage sizes.
Our otherwise fine visit to the U.K. was marred by this shocking demand for exorbitant costs. Needless to say, we will never fly British Air again with manhandling like this.
Astoria, South Dakota, USA.
Re: British Airways
To Whom It May Concern,
I am contacting you with the hope of getting your cooperation in relation to flight departure data from Accra to London for myself. This is just a request on the basis that you will assist me as the appointed airline as will be mentioned in this letter. My friend from Ghana was due to leave Accra airport on May 2nd for Heathrow according to the vague itinerary data I had been sent after this arranged flight by her agent whom I cannot get hold of. She is supposed to be a member of a group of nurses sent by a Mr. Collins from Asiko travel based in Accra? However I have sent this woman 4000 euro+ with the aim of meeting her in London and I cannot locate if she is in Ghana or London? My real purpose of asking your assistance is to see if the woman mentioned Philomena Opare has departed for London on the specified date(s) mentioned above. I would be grateful if you could answer this query, as it would sort this part of my inquiry out. She has not contacted me or answered my calls to her I don’t know what to do since the date mentioned of May2nd. I would be grateful for your cooperation and it will be kindly appreciated by myself. This Mr. Collins has not supplied me with any documented proof of this flight? Below is the sparse data that I have been supplied with after I insisting that I be sent proper proof of payments and receipts. I hope you can assist me through your British Airways offices if possible. Thanking you.
Name: Miss Philomena Opare
Date of Birth: 1977 I think?
Occupation: (nurse I think}.
Flight: BA 0078: Terminal 4 Heathrow: May 2nd.
Agent: Mr. Collins. E-mail: [protected]@myway.com