British Airways customer complaints

APRIL 1999
From:
Dave Goodman <goodman@sbm.net.sa>
04/06/99 13:58

Subject: BA

I have lived in Riyadh with my wife and two children for the past 6
years. We fly regularly in to Europe for vacations and business,
unfortunately/fortunately, I no longer fly with my national carrier
(BA). We eventually had a gut full of lost luggage, surliness and
outright lying. Luckily, we mainly fly to Dublin so have the option of
flying either Lufthansa or Swiss Air - who have yet to screw up
children's meals, bookings or loose luggage. I would like to know how BA
have the gaul to call themselves the worlds favourite airline, when I
have been surveyed, there is an instant disinterest when you talk in
negative terms.

BA should fly Lufthansa/Swiss Air to find out how it should be done.
Most companies act on complaints, BA eventually answered on my 3rd with
a tissue of lies.

BA should fly Lufthansa/Swiss Air to find out how it should be done.
Most companies act on complaints, BA eventually answered on my 3rd with
a tissue of lies.

Subject:
       British Airways and their insensitivity towards passengers
   Date:
       Fri, 18 Dec 1998 17:04:01 -0500
   From:
       "MANUT KAUSHAL" <kiranjot@attcanada.net>

I had travelled by British Airways on Dec. 08 this year from New Delhi to Toronto. I had to wait for more than eight hours at London Airport before I took off to Toronto. I saw the people working at the customer's service in LONDON AND THEY REFUSED TO ACKNOWLEDGE that they had any responsibility towards me. I had to eat. I needed showers after my long flight from Delhi and I needed rest before I board a plane for another long flight to Toronto. The people at the service desk were not hostile but definitely not polite at all.
I would like to hear what the company wants to say. In exactly in a similar situation I was given a hotel accommodation by Air Canada via Paris to New Delhi.
Anxiously waiting for your reply.
Regards,
Prem Kaushal

I flew BA in June to London. I ordered a special meal because of an allergy
and was told there would be NO PROBLEM accommodating it. Well, you can
guess I got really sick and my breathing was compromised for 2 days after.
Now, they are saying they can't guarantee meals without garlic and it's my
fault.
Randy
The Ferret Aid Society
http://home.echo-on.net/~magick

On Wednesday 26th August, 1998 we were booked to travel to Wick, Scotland as follows:-

We were to leave Jersey Airport at 7am on the first flight out. After checking in where we asked for assistance with the other connections, we boarded the plane, were pushed back and then told that the aircraft had no radio contact with the ground or tower.

Breakfast was served on board, but as we were travelling as a party of three adults and three children aged 5 years, 23 months and 4 months, this wait was a nightmare.

It was gone 8.30 am when we were asked to leave the aircraft as an engineer was having to be flown over to Jersey to fix the fault. Upon leaving the aircraft, we asked the ground staff to recover the limited release items that had been placed in the hold. These being the pram for the baby and a suite carrier with the wedding outfits in, for the wedding we were going to (including the bride and grooms outfits). We were rudely told that this would be sorted out when we got back into the terminal building.

The first thing we then did was to locate the ticket desk to re-organise our trip and try again to retrieve our luggage. It took about one hour to retrieve the luggage including the pram, which meant that for that time one of us had to hold the youngest baby and control the two other children. It also took over one and a half hours for the ground staff to re-route the journey. During the entire time sorting these problems out your ground staff were very unhelpful and at times outright rude.

When we landed at Gatwick, the Aberdeen flight had already closed. And because of the re-routed journey and the different airlines now involved we could not inter-line our luggage, we had to carry our own suitcases to the gate, we asked for help with this several times, but none was forthcoming from any of your staff.

The lift at Gatwick was out of order, so after much searching, security staff NOT British Airways staff helped us down two flights of stairs with the luggage, 5 suitcases, pram, baby car seat and the three children. A member of the British Airways staff came to the lift but she said she would inform the gate staff that we were on our way BUT did not offer any help or offer to get any assistance for us. The time was now 1 p.m. and the flight was due to depart at 1 p.m. The flight was held up until we arrived.

Upon arriving at Aberdeen we checked our return tickets to find that when they had been reprinted in Jersey one of the infants tickets was missing. So we then had to explain the situation to the ticket desk in Aberdeen so they would print the ticket out.

Each time we landed the other aircraft was already waiting to depart. The attitude of staff and passengers was hostile to us, through no fault of our own making.

What should have been a very enjoyable start to going to Scotland for Mr Le Roy's wedding (Mrs Le Roy's Son and Miss Le Roy's Brother) was turning out to be a real nightmare.

On arrival in Edinburgh we asked for assistance and all we received was directions as to where to go. We were also told that we HAD to check in the pram as the loaders would not take it from the gate. This then made us nearly late for the flight to Heathrow.

When we arrived at Heathrow on the way back, one suitcase was missing!!!!!!!

By the time forms had been filled out, we were running late for the Heathrow/Jersey flight. More rushing around.

On arrival in Jersey, more forms had to be filled in, they said it was because we stood more chance of getting the case back if they handled the situation. We also had problems with the pram as the loaders had squashed both parts of it, the upper part was slightly off shape and the buggy part had the handlebar pushed well past the safety return point . This damage was shown to the Duty Manager, Gwen who had the Jersey Airport Duty Manager standing next to her, She then stated that she would make out a damage report and that British Airways would make FULL re-imbursement for the damage.

We were then told that Mrs Le Roy could spend up to £25 to cover the essentials that she would need until her luggage was returned to her and then take the receipts to British Airways at Caledonia Place and she would receive a refund immediately.

This was done, she bought bathroom essentials and 2 pairs of underclothes, totalling £27.63. Copy invoices enclosed.

It was pouring with rain when Mrs Le Roy went round to British Airways, Caledonia Place, St. Helier and she was then told that this £25 should not have been authorised as she was returning home and not going on holiday, we fail to see the difference, as all the items bought were duplicates of what was in the case. If the case had not been lost, this expenditure would not have been necessary, and we therefore ask for a FULL refund of this cost.

On Friday 4th September, Mrs Le Roy telephoned 0181 562 9898, the telephone answered and she went on hold for at least 10 minutes. This was a daytime call and very expensive. The reference Lon BA 33761 was then quoted.

She was told that her luggage had been found and returned to Jersey and that it had been delivered to her. This was an unnecessary phone call adding to expense and wasted time.

This was the first that she had heard about her luggage being found (there was no courtesy of a phone call to put her mind at rest) and it had definitely not been delivered to her.

She had already asked British Airways at Jersey Airport to contact her before delivering the suitcase, but they did not do this. It turned out that the case was delivered to a property in St.Helier at 4 p.m. on the 3rd September. It was accepted by a gentleman at the door.

When this was queried , the staff member said that the gentleman accepted the case, so it was taken for granted that it was the correct address, although no ID was requested

The person that delivered the case to the wrong house then tried to find it, by going back to the house where it was delivered and asking for it back. Surely some form of identification should be asked for before leaving these cases. This case has now been returned three days later and after threatening police and court action. We would therefore ask for some compensation for this inconvenience.

With reference to the damage to the pram, we have been assured that the top part has not been severely damaged and that it is OK just to bend it back. The buggy unit , though, has had the safety catch completely broken and will have to be repaired to make the pram safe again. We will forward a copy of the quote on as soon as possible for your authorisation.

There seems to have been a complete lack of communication from start to finish with the flights, luggage etc. The cost of the flights alone was £1,889.00 .

Mr Michael Le Roy (the groom's father) also had a ticket to travel, this was bought in January 1998. Since buying the ticket it has been found out that he is terminally ill and was not fit to travel, a doctors note (copy enclosed) was given but we were told that no refund could be given. Although if we had cancelled we were informed that the ticket would be resold, still with no refund to us.

We are sure that this must be an oversight. When asked if we could take another family member on this ticket, I was told certainly not, it was not possible.

We would like this whole matter investigated fully, we are extremely agitated and upset over all these happenings and having the buck passed and passed again, you cannot get anyone to accept responsibility.

We would ask for a refund on the ticket for Mr M. Le Roy of £383.00. Also compensation for all the aggravation and hassle that we have had for the last 3 days since our return from Scotland.

We have also incurred the cost of numerous telephone calls to Heathrow estimated at about £25 not including our time. All three of us have suffered, both during our time in Scotland and in the past few days since our return to Jersey, from health problem normally caused by high stress levels, such as migraines and sleep problems.

We look forward to receiving your authorisation for the repairs requested, the refund on the ticket and a suitable suggestion of a compensation package.

British Airways,
Customer Relations,
P.O. Box 10
S506
Heathrow Airport
Hanslow
Middlesex
England
TW6 2JA

I enclose a copy of the quote from A. de Gruchy & Co. Ltd Jersey, for the repair to the buggy of our pram and I look forward to receiving your authorization by return.