British Airways

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I booked a round trip flight from Orlando, FL to Naples months in advance for my God sister. I received many notices for confirmation except one; the change of flight arrangements from Naples to Orlando, FL (return flight). Instead of flying out of Naples at 0730 29 July 2010 as original itinerary stated she flew out at 1225 to London, which was a connecting flight position to Orlando, Florida. I was not told until I arrived at Naples airport 2 hours early at 0530 the flight for 0730 did not exist. I was not given an e-mail confirmation, call, text message; Nothing At All. When I arrived I was told she flies out at 1225, but only to London. Whomever changed the flight without notifying myself or other customers cost British Airways customer service staff and customers unnecessary stress and worry.
Customer service staff George, Richard, and a young ethnic woman (sorry no name given) was very helpful in ensuring my God sister was taken care of and arranged for her to fly out the next day. I'm very upset due to one person's laziness and incompetence multiple British Airways customer representatives from Florida, Naples, and London had to hear my complaint and the family back in the U.S.
I can only hope this person is reprimanded for costing British Airways money for lodging, transportation, and food for her. I greatly appreciate this British Airways, however please all managers with British Airways express "attention to detail" to your representatives. They can make or break your business reputation.
Thank you to the customer service reps involved in getting her to a place safe in sound in a foreign country. I have no empathy on the wrath, if any is given, on the lazy, incompetent staff that cause such unnecessary headache for others. STOP BEING SO LAZY OR LEAVE THE COMPANY BEFORE YOU HURT THE BUDGET AND OVERALL REPUTATION FOR BRITISH AIRWAYS!!!!

Isreal Thompson-Filip 7/29/10 1:32PM

I experienced wonderful help from an "Irene"
on the web support line July 23 with a booking from Boston to London. My server was not co-operating. She could not have been more helpful. She said her agent sign was AU and I believe a Jackson was her Supervisor. My wife and I fly to London on BA every either June or Oct., and we always
have good flights; but this lady was out-
standing, patient, and competent to the max!

Anonymous 7/24/10 6:05AM

I flew with BA out to Thessaloniki in April,unfortunately I broke my toe on the first day of arriving,as i tried to get an earlier flight back and was informed that the earliest I could get would be the day before my original dept date which was 18 April, so for nearly 2 weeks whilst I was in Greece I was walking around to the best of my ability with a fracture,I Was also informed that I would have to pay to change my dept date and claim on my insurance so for the sake of the one day and the expense I decided to stay, then the volcanic cloud erupted and UK air space closed, due to no fault as you know from BA. I on the sat 17th April made my way to the airport as was due to vacate my hotel on the 18th, I was informed that there was no one at the airport to give me information as their was no representation for BA. The next day after leaving the hotel I arrived at Thessaloniki airport to find every other airline was providing the RIGHT TO CARE ie providing for a substantial delay transfers to and from the airport, accomodation and meals at 3 times a day, all airlines have this RIGHT TO CARE, I am also epileptic and needing medication which stress can cause a fit which can lead to fatality if treated. The airport handling agents the manager MRS SIMERNOVA, refused to accept this RIGHT TO CARE, after spending 6 hours at the airport ringing on my mobile my insurance company in the UK, the british consulate in the UK,ATHENS AND THESSALONIKI AND BA IN THE UK RESERVATIONS AND THE FOREIGN OFFICE IN ATHENS AND THE UK as Cust services was closed as it was a weekend. I was informed by all that I was entitled to THE RIGHT TO CARE as are all passengers, still MRS SIMERNOVA who by the way is the manager of the handling agent for BA in Thessaloniki still refused to carry ou the care. In the end I was informed to pay for my own accomodation, which is what I had to do, so with a fracture in my foot and getting so stressed that I knew I was heading for a seizure and still getting no where, I had to find alt accom 30 min away from the airport, I then went on to BA.COM to the RIGHT TO CARE, and printed this off, The next morning, I had to go to the consulate with THE RIGHT TO CARE in black and white, explained everything that had happened, they contacted the handling agent at the airport the manager, who then decided the right to care comes under only long haul world wide flights, as the RIGHT TO CARE actually stipulates any flight longer than 1500 km you are entitled to all the above as Thessaloniki to London Gatwick is 2132 km I was entitled to what BA should provide as all other airlines did. Whilst at the consulate on Monday I sent a fax with a copy of BA. COM RIGHT TO CARE to a Mr Karma who works for the Civil Aviation Authority who are the law for all airlines, within 1 hour of this fax being received i got a call from MRS SIMERNOVA the most rudest person I have ever had to deal with, stating that BA would provide the RIGHT TO CARE for me ie transfers to and from the airport to a hotel near the airport and 3 meals a day till a flight was avail to return. I was also informed to not tell any other passengers ie hush accomodation as BA were not providing anything for BA pax, I was put in the most expensive accomodation in Thessaloniki and told that If i informed anyone else the accom would not be provided.

I would like to point out that I had to go to BA in the UK and Thessaloniki,The foreign Office in London,Athens and Thessaloniki,my insurance Co,The British consulate in all three places, actually turn up at the Consulate in Thessaloniki and the Civil Aviation Authority to get what I and every other BA pax was entitled to. Also please note I fought for what I Knew I was entitled to as I work and have worked for over 20 years in all aspects of the travel industry, as well as for airlines at LHR. I feel sorry for other pax who did not know their entitlement.

When i returned to the UK and having proof of all the above, BA informed me there was nothing on record, even thou I have my Phone bill itomised with all the calls I made and names and contacts, I then recieved a letter stating the reason why I wasnt offered the accomodation etc was because BA allocation of hotels in the area was full, i questioned this with BA stating I know for a fact that BA were not providing and never did through the volcanic disruption and accomodation to BA pax, so if they were not providing it how can the accomodation be full, and why was i bribed into staying hush and not to tell any other pax that my accomodation was being provided, other wise I wouldnt have the above provided. I would never ever in my life travel with BA again, and thats from someone who works in the travel industry still, and will take this further as I know my rights....

kerry 6/7/10 3:49AM

My sons flight was cancelled due to the strike, but after ringing customer services was re-booked on another flight enabling him to catch his connection to Hong Kong.

Great service and the women he spoke to him was not only professional, but also kind and very helpful.

Thank you very much.

Penny

penny 5/26/10 1:25PM

I flew from London Heathrow to Oslo Norway on 06 May 2010 and when I got to Norway my bags did not. I open a claim for the two bags my husband and I checked. 1/2 way through our 10 day vacation which included a 9 night cruise we received one of our bags. It is now 21 days and I still have not received my bag. Customer service has been non-existing since it takes me 45 minutes to an hour to get an agent. They tell me they will call me back or email me the latest information regarding my bag but no one calls or emails. Then they tell me to open a claim. I opened my claim and then called back to find out the status of my claim. I was told that it take at least 3 months to settle a claim normally but it will be delayed because of the strike and ask cloud. If you want customer service, I would fly another airline.

rcohen23 5/26/10 5:53AM

Flight number BA2584 Gatwick-Venice 1.4.10
Flight number BA2585 Venice-Gatwick 7.4.10
After an excellent experience travelling with BA from Gatwick to Venice, I was shocked to find that on the journey to Gatwick I was not allowed to stay on my electric trike and wonder around the airport at pleasure,as on the outward journey, but had to be pushed in a manual wheelchair by an attendant .
Waiting around for the flight, I was stuck where I was left without access to any of the airport facilities because the wheelchair had small wheels and could not be self-propelled. Similarly, on arrival at Gatwick I was put in a manual wheelchair and then was pushed all the way to passport control by a kind friend as I could not transfer to the electric trolley like other passengers. The attendant apparently was not allowed to go beyond the point of transfer and had to ask for permission for my friend to push me to luggage collection point where my trike was waiting.
I would appreciate an explanation of the reasons of the different ways airport rules concerning disabled passengers, are applied.
Surely, if disabled passengers were allowed to use their mobility equipment it would save the carriers time and money.
Irma Skeeles (Mrs)

Anonymous 4/19/10 4:28PM

Sir
I was in the process of trying to find a flight number for a friend who is flying BA in July I have tried a number of times to put in Birmingham I have tried AL and england but it still will not accept it it keeps saying Alabama!!!!!.
Not a very user freindly system with no options in the drop down box again only Alabama.
I know the time of the flight but wanted to do something nice for my friends that are using it.
I will try verbally when the crucis has eased.
A dissatisfied person only trying to access information

dinkydoo14@hotmail.co.uk 4/19/10 7:25AM

I complained a week ago regarding lack of shower facililties at Terminal 5 for incoming long haul passengers and still await a reply (ref 8110059.)
In the interim Virgin (I am not flying with them this time)has offered me the use of one of their lounges in a seperate terminal plus the use of one of their Gym facilities in London if this is more convenient !!!!
My Flight is two weeks time with BA from South Africa, it would be a miracle if I get a reply from BA by then.

keith 4/14/10 12:36AM

I flew from Philly to London on flight BA066 and it was the flight from HELL. on getting on I questioned my seat .It is very hard for me to get up do to arit. knees .so I picked a seat with out some one in front. asked the attended about it,since Ihad a sore throatI had to talk a little lourder than normal to be heard, she threaten me with being thrown off of the plane. I told her I had a bad throat she repeated her self.so I sat in the seat. Iwandered if I had a hearing problem if I would be treated as nastly. the person that was giving out drinks and dinner hit me seven times with the cart they use, it was so bad the man across the asle from me started to tell me when she was comming so I could try to get out of the way as far over as far as I could. on her 4th trip by she knocked my dinner off of my fork and on to my blouse. Then when we were nearing London a new hostess came by and said that she would be by to help me from the plane I was a wheelchair flyer, she never came back.the hostess who kept hitting me came to help me off ,she wanted me to go down aflight of stair and after telling her I could not do strains she said here they are then and went down the stairs .leaving me at the top having no way down. A man came from behind me and said not to get upset he would get me down. they had not given us any of the cards you need to get thru the air port. evert time I was hit,not a sorry out of any one. they had send the OCS for us ,there were 3 wheel chairs and one woman who was having a difficult time walking. I heard the passengers talking and they were saying the snow was on the steps about 5 steps from the bottom. I was too afraid to go down them. but I feel so sorry for the others one woman said that her husband was on the phone for hours getting ever thing right so he could make the trip now they were scare of coming back because of the way they were treated. At the end of that trip a woman name Helen Smith of OCS was an angel, she helped me with every thing and got me to my son-in-law, who was picking me up. In Lodon I called the BA a woman named Carrie aswered and told me the step weren't icey like the passagers were saying ,since she wasn't there I don't know how she knew better than those people on the steps. Ilso was told that thehostess were in a hurry maybe to get another flight? this leaves me to beleve tha at the expense of theirpassagers its ok to leave them if your in a hurry , this dosen't build confidense in BA completeing the agrement with there passengers, from door to planeand from plane to door. VEDA SEMONES

Anonymous 1/29/10 2:54PM

British Airways staffs (Indians) who work at Bangalore International Airport are NOT pleasant,NOT efficient, NOT attentive, clueless staff. Even the Supervisor ignore to acknowledge a customers issue. Very Poor Service.

Anonymous 1/28/10 4:21PM