Go BA (unless you want to hang onto your suitcase) (British Airways in general)

Member Name: toriaeves

Product:	British Airways in general
Date:	19/07/02 (91 review reads)
Rating:

Advantages: Famous airline!, Leg room!

Disadvantages: Er-no suitcase!, Not great customer service!

I personally ahve always found it a pleasure to travel with BA. However my mum may have a different story to tell. About two weeks ago my mum and Aunt had to travel to Vienna to visit their Aunt who unfortunately has not been very well. They travelled with BA and had a smooth journey out. However on the way back things started to go wrong. They took off a little late but the flight should have made up that time during the flight itself. When they approached Heathrow they had to circle around for approximately 15-20 minutes due to air traffic (admittedly not BAs fault). Once they had landed they then had to wait another 25 minutes till on board the plane as there were no spaces for the plane at the terminal building. When they finally got off the flight they passed through passport control and then onto baggage reclaim. (Please note at this time that my mum and Aunt checked in at Vienna TOGETHER.) The bags started going around and around and my Aunt's suitcase shortly came along. However my mums suitcase was nowhere to be seen! They soon joined a queue at a BA desk to find out where it was. The queue moved slowly but when they got to the front, the man was most helpful and promptly told her he knew exactly where her suitcase was-in Vienna! There was not a lot that could be done but for her to return home and she was promised that her suitcase would be with her the followign day by 2pm-but almost certainly by 12 noon. By a quarter to one the next day it had not arrived and so she phoned BA to confirm it was on its way. It wasnt-it was still in Vienna. She was then promised it would be in on the net flight and returned to her by 6pm. To cut the rest of the story short (and I am sorry if I have already bored you) it turned up just after 9pm, with the delivery man telling her he had only received the bag at about 7pm. Oh dear! Not a great customer service example! However it has only happnened once. I would like to point out though that my mum was more angry about be
ing lied to/fobbed off/misled than she was about her bag going missing. It was an inconvenience that turned into a farce!

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