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British Airways takes customer service to the next level...
business traveler
| Cons |
|
MAR
8
2008
Based on my experience from this flight (but also previous flights) I have since learnt the following:
1) Do not fly BA or avoid where possible. Ground staff confirmed that many customers don't like BA due to treatment but fly BA because of great connections!
2) Redemption tickets are bad - you will get treated poorly and staff outside your local exec club will not talk to you.
3) Never tell the staff if you are feeling less than 100%.
4) Credit cards are good as they will fight some of your battles.
5) Get witnesses when being asked to leave an aircraft the staff will make things up to justify their actions. It then becomes a battle over who is telling the truth.
6) No one will help you rebook, you are on your own! Note doesn't matter if you are Gold or Silver frequent flyer members either.
Summary of experience below:
When we were boarding the flight, due to a medical condition (which causes me to have a sensitive stomach), and as this was a night flight, I stupidly went to a member of the crew and asked that I not be disturbed during the meal service as I had a stomach upset and simply wanted to sleep it off. Before I knew what was happening, the BA Cabin Services Director asked me to leave the aircraft and get confirmation from the airport doctor that I was well. It should be noted that I had not complained of any other symptoms and tried to explain the cause of the stomach upset, but too no avail. The CSD also provided me assurance that I would be looked after, ticket rebooked if I missed this flight, but also stated that if I saw the Dr and got the all clear he would do his best to get me back on.
I later learnt that he had informed ground staff that I had voluntarily asked to leave the plane as I was suffering from vomiting and stomach problems. This was not true (I had meetings in the UK the following day and had to get back for them). In addition, he had no intention of letting me back on.
Ground staff were surprised that I had been offloaded as I appeared fit (was lugging two heavy hand luggage bags around - I don't check in bags anymore on BA). When we finally saw the Dr, he was also surprised and confirmed that I was fine / Fit for Travel, he couldn't believe I had been offloaded.
I asked to be able to reboard the flight and was duly told this would not be possible. In addition ground staff stated they could not rebook my flight either as they were not equipped or trained to do this. (It took a further two hours before I could leave the airport during which they advised me that in future never say you are not feeling well as crew look to reduce the number of passengers to ease their cabin service. They also confirmed that BA would not pay to transport me back home. In the end the manager paid for a taxi as I had no local currency). Ground staff provided me details of the local call centre and exec club number and advised me that there was availability on the next flight a few hours later. (I finally reached home at 5.00am)
At 9.30am I contacted the local exec club. They informed me they could not help me. I contacted the local reservations call centre and spoke to a number of individuals who were also unable to help me. During this period, we were kept on hold for long durations (20 mins at a time), and a couple of times the phone mysteriously disconnected. Three hours into trying (missed the next flight) I asked about my ticket cancellation policy. Unfortunately BA proceeded to cancel the ticket (without my confirmation). After another hour trying to reinstate the ticket.
I have so far been unsuccessful getting via any of their call centres details of what my refund entitlement is.
British Airways is not recommended by widget
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