british airways really don't care
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british airways really don't care
last week my friends and myself (sponsored mountain bike team) went out to the alps from a scotish regional airport with BA. Basically to cut the story short shock horror our bags were lost (again) but this time at geneva - the flight arrived at 10.30pm local, we were not offered even a toothbrush but were told the bikes would arrive first thing next day... after making an unexpected night stop at an airport hotel the bikes (worth over £35000 between us) didn't arrive, so we went to our proper accom. After hrs phoning they could not trace the bags but eventually 6 arrived about 30hrs after thay should, but 1 still missing. We had to hire a bike (£70 for the day) and buy helmet, shoes etc till it did arrive (about48hrs later). It was prety badly damaged and must either have been jumped on several times or run over by a vehicle...
On the return flight we were charged approx £400 excess baggage even although the bags weighed the same on the outbound flight and upon arrival they didn't arrive. The BA staff member shrugged her shoulders saying it wasn't her problem.
The bikes did arrive finally but after a letter to BA explaining the delays, no toiletries, fines and a lack of care by their staff they wrote back basically saying "nothing to do with us" it must have been swiss international (they operated the geneva flight). Sorry but we paid BA so carry ourselves and our posessions SAFELY to the destination.
Other friends travelled with a budget airline had cheaper tickets, also had to pay for food - it's not included with swiss, even it you pay BA prices, and the bikes were free/arrived on time.
a lesson for us all???
well done easyjet - will use you very soon for the next trip
On the return flight we were charged approx £400 excess baggage even although the bags weighed the same on the outbound flight and upon arrival they didn't arrive. The BA staff member shrugged her shoulders saying it wasn't her problem.
The bikes did arrive finally but after a letter to BA explaining the delays, no toiletries, fines and a lack of care by their staff they wrote back basically saying "nothing to do with us" it must have been swiss international (they operated the geneva flight). Sorry but we paid BA so carry ourselves and our posessions SAFELY to the destination.
Other friends travelled with a budget airline had cheaper tickets, also had to pay for food - it's not included with swiss, even it you pay BA prices, and the bikes were free/arrived on time.
a lesson for us all???
well done easyjet - will use you very soon for the next trip
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Unfortunate experience, but an annoyingly common one now and with little compassion from the airline atall! Easy though, just book on other airlines to avoid the hassle of our wonderfully run flag carrier!
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very well - but if you pay British Airways to carry you it shouldn't matter who actually carries you should it the customer should still get BA's alleged quality service. Another gripe we had was that Swiss international is basically a no-frills carrier. After paying full BA prices we had to pay for drinks etc. But then again I'm not sure we wanted more mini donuts and kit-kats yet again....
Too mean to buy a long personal title
Yes, this is a big problem with codeshares all over the place. BA's codeshares on IB suffer from the same problem. But BA do warn you when you buy the ticket that you will not get BA service but the service (or lack of it) of the operating carrier. Hence my observation.
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Last fall I've got tickets on SAS (4 sectors) and one of the sectors been operated by Maersk (Denmark), and I eventually discovered that I need to pay for food and drinks on this flight. Considering that I've paid too much for such kind of flight (SAS is still one of the most expensive European carriers) I wrote a complain to SAS, pointing that full service reputable carrier like SAS should ensure that codeshare partners are providing the similar standart service before putting any codeshares on them. Two days later I've got feedback by e-mail from their customer relations dept, who was appologizing for inconvinience, assuring that my point will be taken to customer service board meeting and also I've been given SAS vouchers (worth EUR 100).
I believe that's a proper reaction from airline and my money are still with them (flown them 5 roundtrips since then).
I believe that's a proper reaction from airline and my money are still with them (flown them 5 roundtrips since then).
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Sorry to hear of your misfortune needanewjob.
Many of my colleagues, and mysrlf, are heartily sick of "codeshares" and "handling agents overseas" who masquerade in BA uniforms. (Nearly all "BA staff" overseas are actually employed by a handling agent or another airline - in the US, nearly all the staff you see are employed by America West!) Sometimes, their actions and customer sevice skills (lack of) make the rest of us cringe!
I really feel it's high time something was done in the UK and USA to force franchisees or partners to display the fact clearly. (You know instantly when you buy a Ford car that your buying from a franchised dealer - all the display panelling above the dealer tells you, the dealer's letterhead tells you - why should the same thing not be true for other businesses?)
I must hasten to add that GB Airways, who operate under our "house flag", are 100% on the level and a real pleasure to have as franchised partners. (Indeed, many of us at Gatwick feel that, after 09/11, we owe our jobs to GB who supported us through thick and thin!!!
Now, what "official" BA would say is this:
"You were made aware when you purchased your ticket that the flight was operated by LX (Swiss) - the cr*p outfit that rose from the ashes of bankrupt Swissair just as SN Brussels rose from the defunct Sabena!"
However, and I need a legal expert to help here, I do believe that if your contract was with BA, then we have a duty to take up your claim with Swiss on your behalf! (Please check this out because I don't like any of our customers to be "shafted"!)
That having been said, Swiss were acting within their rights to charge excess baggage. The damage claim is an entirely separate issue and, I'm afraid, the failure of the check-in staff to charge on the outbound sector does not matter a jot! Very often, we permit bikes, skis or surf boards to travel as part of the "weight based" baggage allowance BUT we are supposed to calculate volumetrically for these items (as nothing can be loaded on top of them, they take up an inappropriate amount of space in the hold). Indeed, on occasions, they are deliberately not loaded on to an aircraft in order to accommodate other pax baggage!
As a second thought, perhaps if you file a claim with your travel insurance company, they will reclaim the part the airline is responsible for themselves???
If we have any legal experts or people clewed up on travel insurance, perhaps they could help out here?
As far as the damage to the bikes is concerned, accidents do happen - I doubt very much if the damage was malicious. (I have personally witnessed a bike run over by a baggage truck) but, under the Warsaw Convention, airlines will compensate on a £ per kilo basis. (We're always told this is why we have to charge excess baggage charges - (a) to cover the extra fuel required and (b) to ensure enough money in the "kitty" to cover claims!)
Many of my colleagues, and mysrlf, are heartily sick of "codeshares" and "handling agents overseas" who masquerade in BA uniforms. (Nearly all "BA staff" overseas are actually employed by a handling agent or another airline - in the US, nearly all the staff you see are employed by America West!) Sometimes, their actions and customer sevice skills (lack of) make the rest of us cringe!
I really feel it's high time something was done in the UK and USA to force franchisees or partners to display the fact clearly. (You know instantly when you buy a Ford car that your buying from a franchised dealer - all the display panelling above the dealer tells you, the dealer's letterhead tells you - why should the same thing not be true for other businesses?)
I must hasten to add that GB Airways, who operate under our "house flag", are 100% on the level and a real pleasure to have as franchised partners. (Indeed, many of us at Gatwick feel that, after 09/11, we owe our jobs to GB who supported us through thick and thin!!!
Now, what "official" BA would say is this:
"You were made aware when you purchased your ticket that the flight was operated by LX (Swiss) - the cr*p outfit that rose from the ashes of bankrupt Swissair just as SN Brussels rose from the defunct Sabena!"
However, and I need a legal expert to help here, I do believe that if your contract was with BA, then we have a duty to take up your claim with Swiss on your behalf! (Please check this out because I don't like any of our customers to be "shafted"!)
That having been said, Swiss were acting within their rights to charge excess baggage. The damage claim is an entirely separate issue and, I'm afraid, the failure of the check-in staff to charge on the outbound sector does not matter a jot! Very often, we permit bikes, skis or surf boards to travel as part of the "weight based" baggage allowance BUT we are supposed to calculate volumetrically for these items (as nothing can be loaded on top of them, they take up an inappropriate amount of space in the hold). Indeed, on occasions, they are deliberately not loaded on to an aircraft in order to accommodate other pax baggage!
As a second thought, perhaps if you file a claim with your travel insurance company, they will reclaim the part the airline is responsible for themselves???
If we have any legal experts or people clewed up on travel insurance, perhaps they could help out here?
As far as the damage to the bikes is concerned, accidents do happen - I doubt very much if the damage was malicious. (I have personally witnessed a bike run over by a baggage truck) but, under the Warsaw Convention, airlines will compensate on a £ per kilo basis. (We're always told this is why we have to charge excess baggage charges - (a) to cover the extra fuel required and (b) to ensure enough money in the "kitty" to cover claims!)
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Surfboards.....
Hi Bealine,
You said
Aahhhh!!!....So that explains why a couple of years ago my bag turned up OK on a BA LGW-BOD flight, but my surfboard didnt...
What was really amusing about this (and why I remember it so well) was the reaction of the lost luggage girl at Bordeaux....
Me: Hi!, Looks like my surfboard didnt make it from Gatwick, though my bag did?!?
Girl: Could you describe you bag please, sir.
Me: Yeah, no problem, its a Surfboard.
Girl: Could you be more specific, sir, chose from this card.(hands SD a card with photos of various suitcases/bags.)
Me: Well, it isnt like any of these. Like I said its a surfboard.....
Girl: Well, try to give an indication of which photo your lost baggage looks like the most.
Me: Err....Well, like I said, it isnt a bag, its a surfboard....White, 6-7ft long in a clear & grey cover. You cant mistake it for anything else except a surfboard....
.......and this conversation went on like this for another few exchanges, with the girl trying to point to possible bags on her photo card, before she would accept I had lost a Surfboard....not a golf bag....not a hocky bag.... not ski gear.....but a surfboard
Always makes me laugh to think about it!
Regards, SD..
BTW: BA had my board delivered to the house here the following evening, no probs.
You said
Very often, we permit bikes, skis or surf boards to travel as part of the "weight based" baggage allowance BUT we are supposed to calculate volumetrically for these items (as nothing can be loaded on top of them, they take up an inappropriate amount of space in the hold). Indeed, on occasions, they are deliberately not loaded on to an aircraft in order to accommodate other pax baggage!
What was really amusing about this (and why I remember it so well) was the reaction of the lost luggage girl at Bordeaux....
Me: Hi!, Looks like my surfboard didnt make it from Gatwick, though my bag did?!?
Girl: Could you describe you bag please, sir.
Me: Yeah, no problem, its a Surfboard.
Girl: Could you be more specific, sir, chose from this card.(hands SD a card with photos of various suitcases/bags.)
Me: Well, it isnt like any of these. Like I said its a surfboard.....
Girl: Well, try to give an indication of which photo your lost baggage looks like the most.
Me: Err....Well, like I said, it isnt a bag, its a surfboard....White, 6-7ft long in a clear & grey cover. You cant mistake it for anything else except a surfboard....
.......and this conversation went on like this for another few exchanges, with the girl trying to point to possible bags on her photo card, before she would accept I had lost a Surfboard....not a golf bag....not a hocky bag.... not ski gear.....but a surfboard
Always makes me laugh to think about it!
Regards, SD..
BTW: BA had my board delivered to the house here the following evening, no probs.
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Scary thread for those who travel with expensive toys. Should be a warning to ANYONE who travels with baggage outside the norm of a "suitcase". This stuff gets special handling and that sometimes means it does not get on the plane.
I certainly dont know any secrets but I keep my baggage simple and have yet to lose any. I should think for those with these extras, they may consider shipping ahead and certainly getting some kind of insurance........
What say the crowd on this??
I certainly dont know any secrets but I keep my baggage simple and have yet to lose any. I should think for those with these extras, they may consider shipping ahead and certainly getting some kind of insurance........
What say the crowd on this??
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Advising the airline that you intend to travel with a humungous item a few days before you travel does help the load planners to maximise available stowage space.
However, as skydriller points out, if the "big thing" can't travel on your flight, it will follow at the first available opportunity!
However, as skydriller points out, if the "big thing" can't travel on your flight, it will follow at the first available opportunity!
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BA were advised about the kit we were travelling with... If the bags were to be on the next flight (they weren't) we should have been advised. Unfortunately BA completely lost the bags and couldn't even trace them. In this age of hightened security how can you completely lose 7 large bags when they all have bar codes attached to them??? From our (the paying customers) point of view this was all bad enough but the fact BA's staff did not care that all our stuff has lost was a shocking way to run a business
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Yep Bealine as stated in recent previous threads - if BA has sold u the ticket (whether by agent or direct) and it is identified primarily by a BA flight number on yr ticket (codeshare or not) then BA are responsible as the prime contractor - they cannot get out on 'we sold you a BA flight but it was actually XYZ airline on our behalf' - even if they are claiming purely acting as 'sales agent' and ticket was BA ticket and indicated alternative carrier, frankly doubtful they could claim this for a codeshare, then they are also liable...
Problem is it is too easy for both staff and corporate to use the 'not us' excuse
Problem is it is too easy for both staff and corporate to use the 'not us' excuse
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well BA's first reply typically skirted around the main issues, then blamed Swiss.
Their second letter again didn't answer the main points - such as how the airline can completely loose 7 large bags but told us all about BA's codeshare networks and told me to write to swiss (even although we paid BA for the "service") - how do they know Swiss lost and damaged the bags. They could still have been sitting on the tarmac in scotland or in the ba baggage area at heathrow?
They haven't replied for over a month to my latest letter
Swiss acknowledged the incident over a month ago now but still no reply.
Fantastic customer service!!
Their second letter again didn't answer the main points - such as how the airline can completely loose 7 large bags but told us all about BA's codeshare networks and told me to write to swiss (even although we paid BA for the "service") - how do they know Swiss lost and damaged the bags. They could still have been sitting on the tarmac in scotland or in the ba baggage area at heathrow?
They haven't replied for over a month to my latest letter
Swiss acknowledged the incident over a month ago now but still no reply.
Fantastic customer service!!
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Bealine
you have the gall to say:
""in the US, nearly all the staff you see are employed by America West!) Sometimes, their actions and customer sevice skills (lack of) make the rest of us cringe!"
Have you ever flown America West? If not, don't throw stones at Glass Houses etc. They offer a far superior product than BA could ever hope to ever achieve.
Imagine how America West feels having to deal with pompous BA employees who believe their sh*t don't stink day after day after day.
Newarksmells
""in the US, nearly all the staff you see are employed by America West!) Sometimes, their actions and customer sevice skills (lack of) make the rest of us cringe!"
Have you ever flown America West? If not, don't throw stones at Glass Houses etc. They offer a far superior product than BA could ever hope to ever achieve.
Imagine how America West feels having to deal with pompous BA employees who believe their sh*t don't stink day after day after day.
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newarksmells
don't take offence, nothing personal against US but I agree with Carnage Matey.
America West (as many US airlines) is below EU standards and surely way below BA standards.
And I'm not a BA employee.
don't take offence, nothing personal against US but I agree with Carnage Matey.
America West (as many US airlines) is below EU standards and surely way below BA standards.
And I'm not a BA employee.
Can't say I'm that impressed by America West (America's Worst?)
Example #1. Flying PHX to MSP. Trolley comes round.
FA:'What do you want to drink?'
Radeng: 'If you please, may I have a club soda?'
FA: 'Whaddyer mean, 'if you please' - Are trying to piss me off?'
Radeng: stunned silence!
Example#2. Flying SAN - PHX, connecting into BA PHX - LHR. 'Incoming flight delayed for tech reasons, please come to the desk for re routing.'
Clerk: 'What's your final destination tonight?'
Radeng: 'London Heathrow'
Clerk: ' Oh, sh*t!'
Radeng: 'If we don't make the connection, I suppose you arrange a hotel?'
Clerk: 'That's Phoenix's business, but I don't think so.'
Fortunately, BA held the flight for the two of us connecting.......
Example #1. Flying PHX to MSP. Trolley comes round.
FA:'What do you want to drink?'
Radeng: 'If you please, may I have a club soda?'
FA: 'Whaddyer mean, 'if you please' - Are trying to piss me off?'
Radeng: stunned silence!
Example#2. Flying SAN - PHX, connecting into BA PHX - LHR. 'Incoming flight delayed for tech reasons, please come to the desk for re routing.'
Clerk: 'What's your final destination tonight?'
Radeng: 'London Heathrow'
Clerk: ' Oh, sh*t!'
Radeng: 'If we don't make the connection, I suppose you arrange a hotel?'
Clerk: 'That's Phoenix's business, but I don't think so.'
Fortunately, BA held the flight for the two of us connecting.......
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Bealine,- and others. Hmm. Fact is that the franchise carriers outperform BA mainline on nearly all parametres nearly every month. In other words they deliver the BA specifications of service quality, style and punctuality better than BA does.
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Skylion,
I dont hear anyone moaning too much about the Franchise Carriers, but more the One-world Partners.....
......and the same applies to other major European airlines and their partners, the one that springs to mind for me is Air France and Delta
Regards, SD..
I dont hear anyone moaning too much about the Franchise Carriers, but more the One-world Partners.....
......and the same applies to other major European airlines and their partners, the one that springs to mind for me is Air France and Delta
Regards, SD..
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Please don't take my comments out of context = I was referring to the fact that America West, acting in their capacity as a handling agent, or indeed any other airline acting in that way, does not have the same customer service interests as the principal carrier, in this case BA! By and large, the agents do a good job with the straightforward check-in transactions but screw up the 5% of complex ones!
When the customer knows they are dealing with a handling agent, all well and good, but when that agent dresses its staff in BA uniforms and masquerades them as BA staff, it is the genuine staff on the aircraft and at the arrival airport that bear the brunt of the passengers' frustration!!!
IMNSHO, the Customer Service standards in all businesses in the USA are grossly overrated. Try going into Macy's or Bloomingdales and asking for something they don't sell - the staff then become rude and positively aggressive, proving that the welcoming smiles and "How are you today's" are a false veneer!!! The standards in Singapore and the Far East are the genuine article - hence why Singapore Airlines wins the top (unprejudiced) accolades year after year after year!
Our franchised carriers, (eg) GB Airways, British Mediterranean, Comair etc) do a very good job and have never been criticised by this poster!
When the customer knows they are dealing with a handling agent, all well and good, but when that agent dresses its staff in BA uniforms and masquerades them as BA staff, it is the genuine staff on the aircraft and at the arrival airport that bear the brunt of the passengers' frustration!!!
IMNSHO, the Customer Service standards in all businesses in the USA are grossly overrated. Try going into Macy's or Bloomingdales and asking for something they don't sell - the staff then become rude and positively aggressive, proving that the welcoming smiles and "How are you today's" are a false veneer!!! The standards in Singapore and the Far East are the genuine article - hence why Singapore Airlines wins the top (unprejudiced) accolades year after year after year!
Our franchised carriers, (eg) GB Airways, British Mediterranean, Comair etc) do a very good job and have never been criticised by this poster!