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I use British Airways on a regular basis to fly from Glasgow to London for work. I generally book online and find their online service simple to use and I like the fact that you receive email confirmation and e-ticket almost instantly. The site is easy to navigate and they offer flights in and out of Heathrow at a variety of times throughout the day. Their flights are usually reliable, and I've found the online check in excellent. Generally in terms of delays I wish they were better at advising customers when they check in online, and usually I am only aware of these by the time I turn up at the airport! The staff generally are helpful and the flights are as comfortable as economy is designed to be! As it is a short flight I generally fly, there is little in the way of service to comment on, but I have always found their staff accommodating where possible.
I went with them Heathrow - JFK last month. The flight was good. It was on-time, the food was reasonable and enough for a 7hour flight. Staff are very polite. The in flight entertainment was okay for economy class, you get on demand movies and audio albums to listen to. But it's nothing to shout about - the choice is not brilliant so you may be bored if there's nothing you like. Terminal 5 now seems to be working fine! The flights were late arriving both ways. I don't know why this was. When landing at JFK they said the airport was busy, and when leaving JFK it was foggy. I'm not sure if we left on-time departing LHR because I wasn't wearing a watch. But it was only about 20 minutes late. There's quite a few toilets and water taps on board so the queue to use the loo isn't long like on some flights I've been on. The leg-room was okay but not great. Staff will get you extra snacks and drinks if you ask them. You get a free magazine to read as well. So it's okay for economy class!
I was due to fly with BA to Sofia on 2nd Feb 2009 which was the day it snowed heavily in London. My flight was at 08.30 from Heathrow so at 6am I checked the BA website and found the flight cancelled. I could not get through on the suggested phone number so went to the airport to sort things out. At the airport BA staff invited me to join a lengthy queue and advised me I could go online to alter my booking. I had my computer so logged on only to find that the website would not allow me to change as it assumed I was now in the air (this being about 08.45). So they gave me the phone number instead - of course this was still engaged constantly. Eventually I got another number from the man next to me in the queue which got me through to BA in Newcastle. They were helpful and changed my flight to the next day. The next day I checked the web and all was OK. I turned up to Heathrow to find chaos. No BA staff were present and the airport staff said they were probably hiding round the back as, apparantly they often do in such times. I joined one of many lengthy and disorganised queues. I waited for over 2 hours until I managed to collar a BA check in agent who was going for a break and convinced him to check me in. He kindly obliged and I went through to wait airside. 10 minutes before my flight was due to depart it was again cancelled. No explanation. I went to the BA Exec lounge in T5 who told me to go to the custmoer service desk downstairs. I did that to find around 250 people doing the same thing and a desk with only 2 staff. Eventually I got to the front to be told I needed to go to the ticket desk further along. Needless to say the queue at the BA ticket desk was even longer although staffed by 4 people. While waiting I rang the number I had gleaned before and the helpful BA staff in Newcastle changed my booking again. At this point I left the queue, collected my bags, and left again. On the 3 rd day I arrived to find BA had organised themselves, giving clear directions and meeting and greeting to provide advice. I managed to get away and the flight was good. On my return I complained to BA about their poor customer service and general disorganisation at T5. They offered to pay all my out of pocket expenses upon receipt of evidence and they paid up promptly. Whilst the flight was good once it got going, I would not recommend BA's ground staff at Heathrow. They are poorly organised, often invisible and sometimes argumentative.
I love being able to check in online, 24 hours prior to the flight and not having to join a mad scramble for seats as you have to do with EasyJet. We flew back from Geneva yesterday evening on BA 0737 and although the flight was very full, boarding went well. We were slightly late on take-off but this was not due to people lingering in the lounge, as EasyJet believe happens if seats are allocated. We were given a small sandwich snack on the plane and arrived at Heathrow 15 minutes early. And as soon as we got to the baggage reclaim area, our bags were there! The only tiny downside for me during the flight was a friendly stewardess (perhaps over-friendly) spending ages chatting loudly to a couple of passengers just in front of me which meant I couldn't concentrate on my reading! You know the sort of thing, I'm sure you've experienced it - incessant talking between people in the row behind you, guffaws of laughter. I'm glad it was only an hour and a quarter flight! I think I got the impression that the senior stewardess stopped the chatter in the end, thankfully. (maybe I should have done it myself, but I'm too polite (read 'timid'!)). Otherwise, absolutely perfect flight.
Having worked in the customer relations side department for just over a year, I gained a great insight into what the company can do wrong and how they can get it right. Dealing with predominantly post travel issues, I found that the majority of problems for passengers were around luggage, in flight services such as entertainment or catering and customer service. There are many other issues such as rude staff, cancelled flights etc. British Airways does make mistakes, only because there are so many things that could go wrong. Think of a chain, if one link breaks the chain crashes. For a British Airways experience to be faultless all the chains have to work together, from the ground staff, baggage handlers and flight crew. British Airways does have an extremely capable team who deal with complaints and therefore can (not always) restore customers' faith in the company and its products. I know customers would rather things didnt go wrong but knowing that there is a team who can take ownership of a problem and resolve that problem is a good thing.
I have flown BA many times. I have flown with them on business throughout Europe and on holidays on scheduled flights. They have portrayed themselves as the world's favourite airline but whenever BA are discussed no-one seems to have a good word for them. If this paradox is not perplexing BA then it should do. How do people judge a good airline? As in the judgement of many goods and services it is the visible performance, how you are treated, whether you feel as a customer you are important and welcome. With BA I always feel as much personal involvement as you get at the average Post Office when paying a telephone bill. BA in my opinion are so arrogant they are just not interested in their customers. Some may say it's easy to knock BA but this impression has been there for some time now and it is not going away. The first single reason is their attitude towards Club compared with ordinary traveller passengers. Other airlines manage to achieve a balance so that the passengers at the back are made to feel valued. The attitude of BA flight crews is what I can only describe as 'sniffy'. For example newspapers are distributed only amongst Club passengers and when the flight attendant reaches the divider then turns round taking the remaining newspapers back to the front of the aircraft and not distributing them at the back. We are talking about a 45p newspaper here. On one flight an attendant at the front was so keen to fawn over a Club Class passenger he backed through the curtain without looking causing the steward to spill a full drink over me. The snootiness even extends to checking in. Again other airlines seem to employ people capable of exchanging a few pleasantries, it doesn't cost anything. For the sake of balance it has to be said that BA are always very professional but it seems sometimes that the effort to achieve this professionalism leaves them with no energy to interact with the passengers. BA have command over many routes throughout Europe and long-haul. On many routes they have little competition and sometimes due to the pressure of having to be in a certain city at a certain time or leave at a certain time you have to fly BA. There is nothing worse than a reluctant journey taken by a reluctant passenger. For me and for many other people I know if there was a choice of airlines on many routes then BA would not be the first choice. This is the problem which should really worry BA. The airline market will only become more competitive and with more competition comes more choice. If you are not the airline of choice for potential passenger then business volumes and profits will suffer.
This lot need John Wayne, Clint Eastwood or Alan Ladd on their Board. They are a cowboy outfit. My attempt to fly from Newcastle to Berlin on 27th March was an unmitigated disaster. The flight to Heathrow was delayed and I had to re-book my onward flight. On the way to the ticket desk I overheard staff talking about major problems at Heathrow, which the rest of the world had known about since mid-morning. . At the BA ticket desk I was assured that there were no major problems and flew to Heathrow to rencounter unmitigated bedlam, My onward flight had been cancelled (athough they have chosen not to say this on the screens- "refer staff" is the preferred euphamism). 5 days later I have been nowhere near Berlin, have lost my luggage, had no reply to e-mails from their customer relations department, which closed over the weekend, and enormous difficulty in phoning them since they are open for 2 1/2 less each day than the website says. Given the option fly with anybody else.
Similar experience with BA. Cancelled flight (Salburg - LHA), lmited communications, minimal overnight subsistence and an absolute refusal to reimburse rescheduled taxi costs. The ofer of vouchers to possibly repeat an abysmal service is an insult to to the profession of all employed in 'customer services'
We've tried to be loyal to BA and enjoy the flights. However this year has been a great disappointment. We booked flights with Airmiles and tried to change a date almost immediately, and found there is no way to make any amendment. Airmiles blames BA and BA says it cannot talk except through Airmiles - which makes anyone angry as BA owns Airmiles. Rigid procedure and no idea of flexible customer service. We endured chaos at Heathrow this summer (2007) without complaint, but this has upset us. Airmiles offers no option but to take future business elsewhere to make some effort to punish BA.
About to travel BA Club World for the first time, from Heathrow to JFK. Despite logging on with our booking reference number and the BA.com website saying: "check in on line is open for this flight", we have been completely unable to do so. Just keep getting system error messages saying things like "This facility is not available for this flight." Phoned up BA and spoke to operator who tried to talk us through but we hit the same problems. She said OLCI was working on her PC and so she booked us in. Tried again this morning to log in and print out boarding cards but it wasn't having any. Same sort of error message "regret this facility not available" or some such. So we have no boarding card and have to negotiate that at the airport. Don't mind too much but am puzzled why the online check in is not working. Anyone else had this experience?
My flight was from London Heathrow (Terminal 4) to Chicago O'Hare on BA's Club World. The entire trip was fantastic! The great services and advantages began when I arrived with my wife and 12 year old son at the airport. Check-in was at a medium pace... but better than the mile-long line for Economy Class passengers! After check-in, we were given fast track passes for security, a great time saver at Heathrow. The three of us headed straight for the Club World lounge after security. It is very spacious and offers many facilities (i.e. snacks, drinks, internet service, showers). One disadvantage about the lounge is that there is a pillar in front of the flight lists screen, which nearly made us very late for boarding. Boarding, even for first and business class passengers, was more of a free-for-all. Once on board the plane (Boeing 747), things kept getting better and better. There is a pre-flight drink, which is either champagne, orange juice, or water. Flight attendants later come through the cabin to take your order for meal time after take-off. There are many delicious choices of an appeteiser, a main course, and a dessert. Later in the flight, lovely ammenity kits were handing out, there was mango sorbet, and all first and business class passengers have access to a snack area in the galley. Dinner was very fair: just a sandwich and a fruit salad. But, over all, the food and drinks were good. The seat was my favorite part of the whole trip. It is in a pod-shape and is very long, but not wider or skinnier than an economy class seat. The back of the seat keeps reclining until it's fully flat, and there's a footrest that flips down for an even longer bed. The foot rest is good for stowage and resting on, but if you don't have an aisle seat, it blocks another person's way to the aisle. British Airways should definately work on that... Over all trip was great and I look forward to flying British Airways in the future.
British Airways is an lnternational airline with extensive global route network. The website for this is ba.com where you can have a full range of product for a successful holiday worldwide. With their franchise and codeshare partners fly to more than 300 destinations worldwide. They are a member of the oneworld alliance - in co-operation with their airline partners they offer a network of over 600 destinations. They have services for: flight booking, holiday package, Hotel and apartment booking, travel insurance, car rental. I have experience with them for flying Internationally to and from Asia to USA, US to UK and within UK. Booking: Register with their secure website and book flight online, manage booking etc. Otherwise book from travel agent. They offer moderate price. They offer a refund of difference if you find lower price for the same flight on another website. One can just check the current fare anytime on their site. One can also can cancel the booking within 24hrs of booking but a fee will be charged for that. my latest fare was 91 pound for a domestic journey from Aberdeen to London Heathrow in July, 2007. This was inclusive taxes and charges. Well the fare was still cheapest required date and time for that particular route. I booked online and is very satisfied. The process is very much simple and easy to use. Well instructed. Baggage: You can get the up-to-date baggage information and current security restrictions on their site. They have one free hand bag and one laptop or briefcase for passenger departing from or transferring in UK. Domestic flights may have only one free hand bag. One free checked-in bag of 23kg. Other Eu or International route: for club or First class 3 checked in bags. Club Europe and World Traveller Plus- 2 Bags World Traveller and Euro Traveller 1 Bag For USA, Canada, Mexico, Bermuda, Brazil, Nigeria, Caribbean and Central America passenger: FIRST and Club World - 3 bags World Traveller Plus and World Traveller - 2 bags I got only one free hand baggage option and no check-in baggage for my particular route for ba domestic flight. 2 checked in and two hand bags while for US flight and one hand bag and one checked in coming from Asia to UK. This actually depends on the particular route and time when flying as it changes often. Check-In: 3 hrs prior to departure time you can check-in at the airport. You can check-in online starts 60 days before your flight Self-service check -in at airport kiosk. I like to check-in online and choose my seats and book it. If I fail to do so for some reason, I go for kiosk self service. They are very much convenient to me. I have experience of check in at airport desk also for a few times. I found all of their check in processes are hassle free, cool and on time Boarding: Group A: Passengers have traveling with babies and young children or need priority boarding or assistance Group B: Business class and first class Group C: economy My experience: Boarding always starts on time, if for any reason flight is delayed they notify it well it advance. I have found only once for the domestic flight was late for 40 minutes. Seating arrangement: They provide seat number during check-in. if you check in well in advance online you can choose your own seat seeing their flight seat arrangement picture. I Like it very much. The seat arrangement is maintained strictly so no chaos while boarding. Peaceful procedure Flight: My all International travels were always on time. Only the domestic UK flight was late. Domestic flights do have only one class, no first class or business class. Flight is nice, I specially want to mention seats are very comfortable and enough legroom which is rare in most of the other airlines same flight, clean and spacious flight. International flights offer sets of lunch, dinner, snacks and breakfast as required and I found more than enough always. Domestic 1hr 15 min flight offer small tiffin like sandwiches and drinks, this is also enough for a small route journey. Staffs are very much friendly. Offer fantastic services on board. Return journey: Checked-in on the Luton airport on time, 2 hrs before departure time. Boarding You can join their club class (you have to buy a minimum price ticket to qualify) or get their credit card and use it for buying ticket next time and you can earn airmiles. This airmiles can be redeemed for free flight or something else. Here I think they should give a chance for their frequent flyer to join the club. They may not buy business class ticket but they buy economy ticket many times. My favorite airline. I prefer it over AA/American Airline or any other for long distance or short, any journey.
This is a letter to inform British Airways current and prospective customers of British Airways poor customer service following its last-minute cancellation of one of its flights. On July 6th, 2006, we were to travel with British Airways from Moscow (Domodedovo Airport) to Montreal, with an overnight connection in London. After waiting for more than two hours at the gate, after passing through customs and security, a British Airways representative announced at around 11pm that the flight was cancelled. On the spot, we expressed concern that we had reserved a hotel room in London for that night and wanted to call to cancel. Although the hotels cancellation policy normally requires a minimum 24 hour notice from the client, we were ready to discuss with the hotel administrator and avoid this unpleasant financial loss, instead of asking to be refunded by British Airways. However, British Airways didnt provide us with an international line, to which we were entitled as per their flight cancellation policy, so we never reached the hotel and, as a result, were billed the hotel room at 70 pounds ($132.00 US). After the cancellation announcement, we were kept waiting at the gate for several hours, left with empty stomachs as British Airways neglected to provide us with a meal. It was only at 3am that passengers were provided with sleeping accommodations, after having been rerouted on different flights departing the next day. When finally given a new plane ticket with Aeroflot instead of our British flight, we expressed concern about our luggage weight. Indeed, we had packed our luggage in accordance with British Airways maximum weight limit of 32 kilo grams per non-carry-on bag. However, with Aeroflot each non-carry-on bags may not exceed 24 kilo grams. Only because of this policy had we chosen British Airways when buying the ticket, knowing we would have a lot of luggage for this trip. We were told by a British Airways representative that our 32kg of luggage should NOT cause any trouble. So the next day, tired but confident that we were finally to leave Moscow, we headed to another Moscow airport, Sheremetevo, paying $70.00 US for a taxi ourselves, as British did not see fit to look after such a minor detail. Unfortunately, at the checking counter, we were told by Aeroflot that we could not board the plane, due to our luggage weight. We were given the choice of either buying a new suitcase to repack our bags, or paying a costly penalty fee. As there were no British Airways representative at Sheremetevo Airport, we bought on the premises a calling card (another $6.75 US) to contact British and resolve this problem. After more than an hour on the line with Britishs manager in Moscow, we were informed that the only solution was to buy the additional suitcase at the airport shop (the least expensive was $210 US), as it was the less costly of the two options. However, we were assured by the British Airways manager that British would reimburse us. Finally in Montreal, after a total of $418.75 US extra expenses due to British flight cancellation, we wrote a letter to the Customer service in UK, as stated on British website. To our surprise, British Airways now refuses to reimburse all expenses except the calling card and the taxi, meaning close to nothing in the huge amount we unexpectedly paid. In its response to our letter of complaint, British Airways does not provide us with adequate justification for refusing to reimburse our expenses. Neither does British Airways apologize for the cancelled flight, nor show any concern for our expenses or discomfort following its last-minute cancellation. The unspoken assumption seems to be that we will happily continue to fly with British Airways, and accept its contemptuous and unprofessional treatment of its customers. Fellow flyers, be advised as to how British Airways customarily treats its paying customers, and encourage others to think twice before choosing British Airways as their airline.
I flew with British Airways Manchester to Tampa via Gatwick on 14th May 2005, return 28th, all timings very good. Return was 20 minutes early. The breakfast on the Manchester/Gatwick shuttle was O.K. but my wife and a few others have an issue with scrambled eggs...not very nice, and parts of bacon very undercooked. Food on the Gatwick/Tampa & return O.K. both times choice reduced to one when got to rear of plane in world traveller. The boxed breakfast coming into London was a freezing cold roll and chocolate bar and strawberry yoghurt....fairly poor really. A bit concerned that when I joined a small group waiting for a drink of water at the service point half way through the flight that one member of staff issued a barbed comment to a colleague that she felt like a waitress. There's me thinking that they were being paid !!. With the movement of staff from Club Class to Traveller together with their packages it was fairly clear that good food was to be had by all the staff. There appeared a little too much emphasis on their comfort as opposed to the passengers. Not every member of staff was guilty. Overall satisfied but there are a few staff training needs relating to customer relations.
I had a BA flight from London to Helsinki yesterday. I'd booked the ticket on the Net and made a mistake by typing in 27th Aug instead of Jul (made a mistake selecting the month box). When I called them, they were not interested because it was a non refundable ticket- call centre. I hunted around London for a place to talk to them, but all the travel places are *agents*, as they'll happily remind you - to get BA themselves, I had to go to Heathrow Airport!! I managed to get the date changed, upon paying 80 pounds more. On the morning of the flight, I still had, due to various unfortunate circumstances, to collect my -visa- from the Finnish embassy. I'd tried hard to avoid this situation, but it was simply not possible. By the time it was ready, it was about 11:40, and since my flight left at 12:20, they actually refused to give it to me until someone from BA called them and said that it was OK. I rushed outside and made a call (I'd already -called- earlier to say I'd be late, someone said "That's OK"). BA called the Finns and told them I'd been shifted to the 6 pm flight, and I had my visa in hand. When I got to the airport - you guessed it! - the desk had no record of me being on the 6 o'clock flight. The ticket desk told me that a *reservation* had been held for me on that flight, but I would have to PAY AGAIN FOR A NEW TICKET!!! Some frantic arguing between BA in person, their call centre and even the Finns themselves followed, but that's how it stands right now. I've just lost ALL the money that I'd spent on the flight. To make matters worse, I checked at a travel agency and the 6 o'clock flight had seats GOING EMPTY on it!! Never do business with this airline, they are bloody thieving scum.