Complain about a product or service

British Airways

R of Baku, OTHER May 21, 2007

R J of Baku (05/21/07)
On Friday the 18th May my wife and booked in at Edinburgh airport for the 15.15 flight to LHR and on to Baku on the 2105. The 15.15 was delayed but the BA staff at the boarding area said they would try to get us on the next flight. We did not get the next flight because they only took people with hand luggage. When we finally arrived in LHR and were transported round to terminal 1 we missed the flight in spite of the ground staff telling us to hurry. When we arrived at the gate we were told we had already been removed from the list.

Lesson 1 make sure you get the ground staff to check the computer records. We were advised to arrive at least 3 hours before flight time the next day to ensure that our bags could be retrieved from overnight storage. We then spent a pleasant but unwelcome night at the Hilton.(getting back to Baku one day late cost me a days pay). After a lengthy check in time we arrived at the gate to be told that one bag was there and the other was “on the way� but guess what, we arrived in Baku one bag short. This was in the early hours of Sunday the 20th and I finally got my bag back on Wednesday the 23rd. Needless to say the bag while in the hands of the Azeri ground staff had been rifled and my medication in the form of two months supply of tablets had been stolen.

Lesson 2 don’t put anything you can not afford to loose in you suitcase. I work for a British company in Baku and there have been numerous occasions when colleagues have lost items from bags that had been delivered late.

It all added up to a very frustrating and expensive exercise which I would not like to repeat. So Lesson 3, in future look at an alternative airline for my visits to the UK

Stephen of Somerset, NJ February 28, 2007

Stephen of Somerset NJ (02/28/07)

I made a travel reservation for a flight to Johannesburgh, South Africa on the British Airways website on 09/01/2006 and did not intend to purchase the ticket at the time, but due to a technical glitch on the web site, it erroneously converted the reservation into a booking using the credit card information I had provided for the reservation. I called the customer service desk within an hour of the error to rectify the problem. The customer service representative I spoke to confirmed that since Johannesburg is a card sensitive route, the booking should not have gone through on the internet, and asked me to leave my contact details for a supervisor to call me back to resolve the issue. I have not heard back from British Airways since then, and the amount in question has not been refunded to me. As a result, I contacted customer service again on 12/01/2006 and the representative advised me to fax in a written request to initiate the refund claim. I faxed in the refund request on 12/05/2006 but had still not heard anything from the airline as of 2/28/2007. When I called for a status on the update, they are now telling me they cannot refund the amount back to my credit card but can only give me a travel voucher to use on a future flight. But since the original reservation was for a vacation, and I don't intend to fly back there, a travel voucher will be useless.

The ticket amount of US 2,508.97 that was erroneously charged to my account on 09/01/2006; plus interest charges incurred on the balance on my credit card since the transaction date.

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