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British Airways - Customer Care
British Airways in general
Member Name: Evemail
British Airways in general
Date: 16/01/01, updated on 16/01/01 (154 review reads)
Advantages: Free drink
Disadvantages: No customer care at heathrow
For new year I went to my dads in America and I flew with Britsh Airways, I thought that it would be good and pleasant without too much fuss, but no, it couldn't be. The BA representatives at Heathrow were a complete let down to BA and to the British on a Whole.
When I got to Heathrow I had no clue as to where to go so I asked one of the BA reps and she nicely pointed out the route to the correct terminal and gate. So off I go to the gate she had told me and i sat down and waited for my boarding light to come on.
Whilst I was sat the gate for my flight changed on the screen, so just to be sure i was going to the right place i went to the BA customer services desk to ask if this was correct and where the new gate was in the terminal. When i got to the desk i had to wait behind an elderly couple. The elderly couple were asking the rep if he knew where the cafe was, to this he replied "yes" in a sarcastic tone, with no explanation of where it was. So they asked him how to get there, and he said "walk up there and you'll see it" and pointed up the terminal, now surely this cant be the right behaviour for someone who has been trained in customer care. So after this i approached the desk and asked if the details on the screen were correct and where the new gate was, not too hard, he replied "yes its correct otherwise it wouldn't have been put up on the screen." "check the maps to see where your gate is" and then walked away. Now normally this wouldn't matter, but having had a heart transplant and suffering from high blood pressure as it is, being treated like this and having the stress of being in a massive airport with no idea of where i was meant to be didn't help.
I finally found my gate and sat and waited for the boarding staff to arrive. A couple of days previous to the trip i had phoned ahead to see if i could change my seat so i had more room for my legs and so my blood circulated properly, and when asked for this he simply replied "no". When i told
him that i had a medical reason for the change and a letter from my doctor explaining this he said he would check, several seconds later he turned to me and still replied "no", and then turned and walked away. Now I was severly annoyed at the lack of care.
I am glad that the people who work for BA in America were more helpful and managed to change my seat on both the transatlantic and domestic flight up to Newcastle.
Not a total waste of money then but when you're spending upwards of £1000 on a ticket you expect slightly better treatment than that.