BA response time to complaint?
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Help! BA have abandoned my 11 year old son in Madrid
I flew to Spain with my son to leave him in a summer camp to 2 weeks. On Sunday afternoon, just before he was due to join the holiday camp, he became ill. A&E in Spain said that if he didn't improve after taking medicine, to be taken direct to the hospital.
I therefore missed my return fly to the UK. Phoned every single number provided by BA to advise them of the problem & that I would have to miss the flight. No response. E-mail sent.
I managed to take my son to the holiday club, but when I arrived at the airport, BA most unhelpful and abusive and made some very distressing comments. Not only I had to pay £768 to return to the UK in a half full plane, but they have now cancelled my return flight to pick up my son and treated me like a criminal in the airplane where I was sick, vomiting and crying.
I have spent money that I don't have on my return fare (BA have now put me in a very serious financial situation) and cannot pay the demanded fee to return to collect my son next week.
Any advise, contacts that can help?
I have send an e-mail to the BBC and phone the Guardian newspaper but have not received a reply yet.
I therefore missed my return fly to the UK. Phoned every single number provided by BA to advise them of the problem & that I would have to miss the flight. No response. E-mail sent.
I managed to take my son to the holiday club, but when I arrived at the airport, BA most unhelpful and abusive and made some very distressing comments. Not only I had to pay £768 to return to the UK in a half full plane, but they have now cancelled my return flight to pick up my son and treated me like a criminal in the airplane where I was sick, vomiting and crying.
I have spent money that I don't have on my return fare (BA have now put me in a very serious financial situation) and cannot pay the demanded fee to return to collect my son next week.
Any advise, contacts that can help?
I have send an e-mail to the BBC and phone the Guardian newspaper but have not received a reply yet.
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Sounds like you've had an utterly miserable experience - I'm sorry. But I'm not sure it's fair to say that BA have "abandoned" your son. Whatever happens, I think you'll do better to stay calm, stick to the facts, state plainly what it is you want, and keep things as clear and simple as possible.
So, take a couple of deep breaths... and here are some things to consider:
1. Travel insurance. This is exactly the kind of situation it is meant for. I'm guessing from your post you don't have any, but please check - some credit cards include limited insurance for tickets bought with the card. And for next time - well, some lessons have to be learned the hard way.
2. Do you have to fly BA to collect your son? Many other airlines fly to Spain (not always directly) - perhaps they are cheaper? Given your experience, I would expect you would want to avoid BA as far as humanly possible.
3. Try to separate out your complaints, and clarify what it is you want done for each of them. BA uncontactable - one thing. Possibly excessive charge for changing the return flight - another thing. Rude, insulting and unhelpful treatment at the airport and on the plane - a third thing. Cancellation (why?) of the flight back to collect your son - a fourth thing.
4. Make sure you have some documentary evidence of your son's illness. Some airlines will waive re-booking fees, etc, if asked nicely and presented with medical certificates or other supporting evidence. And even if BA doesn't, evidence will be helpful in getting redress, whatever channel you use.
What sort of ticket(s) do you have? I presume your son has a simple return ticket UK-Spain. Do you have two of these (one for the drop-off, one for the collect), or a combination of a UK-Spain return (for the legs accompanying your son) and a Spain-UK return (for the legs on your own) ? The latter will be more difficult to resolve.
In pursuing your claim(s), although you are understandbly upset and angry, it will be helpful to keep in mind that although it is not your fault your son became ill, it was not BA's fault either. That doesn't excuse rude treatment, or general heartlessness, but BA may be within their rights. And of course they may have their own side of the story to tell...
So, take a couple of deep breaths... and here are some things to consider:
1. Travel insurance. This is exactly the kind of situation it is meant for. I'm guessing from your post you don't have any, but please check - some credit cards include limited insurance for tickets bought with the card. And for next time - well, some lessons have to be learned the hard way.
2. Do you have to fly BA to collect your son? Many other airlines fly to Spain (not always directly) - perhaps they are cheaper? Given your experience, I would expect you would want to avoid BA as far as humanly possible.
3. Try to separate out your complaints, and clarify what it is you want done for each of them. BA uncontactable - one thing. Possibly excessive charge for changing the return flight - another thing. Rude, insulting and unhelpful treatment at the airport and on the plane - a third thing. Cancellation (why?) of the flight back to collect your son - a fourth thing.
4. Make sure you have some documentary evidence of your son's illness. Some airlines will waive re-booking fees, etc, if asked nicely and presented with medical certificates or other supporting evidence. And even if BA doesn't, evidence will be helpful in getting redress, whatever channel you use.
What sort of ticket(s) do you have? I presume your son has a simple return ticket UK-Spain. Do you have two of these (one for the drop-off, one for the collect), or a combination of a UK-Spain return (for the legs accompanying your son) and a Spain-UK return (for the legs on your own) ? The latter will be more difficult to resolve.
In pursuing your claim(s), although you are understandbly upset and angry, it will be helpful to keep in mind that although it is not your fault your son became ill, it was not BA's fault either. That doesn't excuse rude treatment, or general heartlessness, but BA may be within their rights. And of course they may have their own side of the story to tell...
MotherinDistress - you've used some very strong words in your post.
Were they really "abusive"?
And what do you mean when you say you were treated like a "criminal"?
And you say BA have cancelled your return flight: do you mean they cancelled the flight, or your booking on it?
Were they really "abusive"?
And what do you mean when you say you were treated like a "criminal"?
And you say BA have cancelled your return flight: do you mean they cancelled the flight, or your booking on it?
Last edited by Captivep; 23rd Jul 2013 at 11:40.
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Many thanks! Very useful information
Dear Gibon2,
Many thanks for your response. Particularly point 3. Bearing in mind that since Sunday a.m. I have only slept 5 hours, my thinking is not straight.
I do have travel insurance but they are telling me that I am not covered because it's BA's fault (still in the process of finding out why) and it'll only cover £500, not the €769 paid for me to return or the cost to retrieve my son.
I do have a doctor's certificate containing all necessary details and evidence of an e-mail sent to BA before I missed the flight, advising them of the situation and that there was a 55 minute waiting list on a Spanish high rate charge BA phone number. Also their reply 5 hours after the flight had been missed, advising me to keep on trying.
The first reservation is for my son and I: LHR to MAD 19/7/13 return 4/8/13
The second reservation, fully cancelled by BA because I missed the first leg of the journey is form me: MAD to LHR 22/7/13 (missed due to my son being sick) returning 1/8/13.
BA simply refers me to the T&C whereby they have the right to cancel the flight as "no show", irrespective of the reason due to me having a "cheap" ticket purchased in April 2013. They are not interested whether I tried to sort it out prior to the booking or not.
I am talking to a newspaper to publish the story. I wish to warn all families who believed like a did in the name of BA as a caring airline.
More like "To fly and to charge as much as we possibly can"
Many thanks for your response. Particularly point 3. Bearing in mind that since Sunday a.m. I have only slept 5 hours, my thinking is not straight.
I do have travel insurance but they are telling me that I am not covered because it's BA's fault (still in the process of finding out why) and it'll only cover £500, not the €769 paid for me to return or the cost to retrieve my son.
I do have a doctor's certificate containing all necessary details and evidence of an e-mail sent to BA before I missed the flight, advising them of the situation and that there was a 55 minute waiting list on a Spanish high rate charge BA phone number. Also their reply 5 hours after the flight had been missed, advising me to keep on trying.
The first reservation is for my son and I: LHR to MAD 19/7/13 return 4/8/13
The second reservation, fully cancelled by BA because I missed the first leg of the journey is form me: MAD to LHR 22/7/13 (missed due to my son being sick) returning 1/8/13.
BA simply refers me to the T&C whereby they have the right to cancel the flight as "no show", irrespective of the reason due to me having a "cheap" ticket purchased in April 2013. They are not interested whether I tried to sort it out prior to the booking or not.
I am talking to a newspaper to publish the story. I wish to warn all families who believed like a did in the name of BA as a caring airline.
More like "To fly and to charge as much as we possibly can"
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The BA cabin crew arrogant and patronizing
I say that I was treated like a ciminal by BA crew when, simply for crying in the plane and being sick in the bathroom (a combination of worry and lack of sleep) a crew member asked to see my passport "for security reasons", took it away and returned it shortly after.
Another crew member said "I wouldn't have left my son". Maybe she is better off and can afford the €1,500 charged to fly my son and I back to the UK, though I guess being a member of staff they obtain really cheap fares subsidised by... me.
My son is safe in the summer camp until Saturday the 3rd of August. After this date I must have raised the sum required to purchase a ticket to bring him back.
There were several patronising and arrogant comments which I recorded.
I was trembling but afraid to ask them for a blanket.
One thing for sure: I am NEVER flying BA again and will try to share my experience with the general public. Watch out for BA - they are NOT FAMILY FRIENDLY.
Another crew member said "I wouldn't have left my son". Maybe she is better off and can afford the €1,500 charged to fly my son and I back to the UK, though I guess being a member of staff they obtain really cheap fares subsidised by... me.
My son is safe in the summer camp until Saturday the 3rd of August. After this date I must have raised the sum required to purchase a ticket to bring him back.
There were several patronising and arrogant comments which I recorded.
I was trembling but afraid to ask them for a blanket.
One thing for sure: I am NEVER flying BA again and will try to share my experience with the general public. Watch out for BA - they are NOT FAMILY FRIENDLY.
If you book a cheap flight many months before with any airline then they will cancel it of you don't turn up for the first sector. Indeed, had you been able to speak to BA the chances are that they (and indeed any other airline) would have told you it was non-cancellable and non-refundable. The conditions are made very clear when you book.
I have sometimes taken the chance of booking non-refundable flights and then had to miss them; it wasn't the airline's fault that I had taken the risk.
If I understand the situation correctly, you now only need to fly one way to Madrid, in order to pick up the return leg of your first booking. Easyjet are currently charging £170 for a single flight LTN-MAD on 1 August.
I have sometimes taken the chance of booking non-refundable flights and then had to miss them; it wasn't the airline's fault that I had taken the risk.
If I understand the situation correctly, you now only need to fly one way to Madrid, in order to pick up the return leg of your first booking. Easyjet are currently charging £170 for a single flight LTN-MAD on 1 August.
Last edited by Captivep; 24th Jul 2013 at 08:44.
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Captivep has the answer:
Book this, go and get your son, and then thrash it out with BA and/or your insurer at your leisure, when you can be cool, calm, collected and patient.
I see now why BA cancelled your booking; Captivep explains it well. But it is interesting that your insurer says it is BA's fault: there should be some useful ammunition there, if they explain why. If they can't explain why, then they should cover the loss, at least up to the maximum of £500.
Much depends of the precise conditions of your ticket. Tickets that are "non-cancellable and non-refundable" may be able to be changed, for a fee. In many cases, even on highly restricted tickets, when a passenger misses an outbound flight through misadventure, he or she is booked onto a later flight for a fee and perhaps also has to pay any difference in airfare, but the ticket (and the return flight!) is not cancelled.
In any case, get your son first, and then tackle all this with a cool head and the time to do a thorough job of it.
Easyjet are currently charging £170 for a single flight LTN-MAD on 1 August.
I see now why BA cancelled your booking; Captivep explains it well. But it is interesting that your insurer says it is BA's fault: there should be some useful ammunition there, if they explain why. If they can't explain why, then they should cover the loss, at least up to the maximum of £500.
Much depends of the precise conditions of your ticket. Tickets that are "non-cancellable and non-refundable" may be able to be changed, for a fee. In many cases, even on highly restricted tickets, when a passenger misses an outbound flight through misadventure, he or she is booked onto a later flight for a fee and perhaps also has to pay any difference in airfare, but the ticket (and the return flight!) is not cancelled.
In any case, get your son first, and then tackle all this with a cool head and the time to do a thorough job of it.
Firstly let me say that as a parent I have some sympathy for you. An ill child is a distressing thing for any parent to deal with, and I'm glad that he is Ok and able to enjoy his summer holiday.
That I'm afraid is where my sympathy ends. You booked a cheap, non-refundable ticket, correct? Then you agreed to the Terms and Conditions associated with that ticket didn't you? You were not on the flight and were recorded as a no-show, hence your return leg is also cancelled. It sounds like BA have acted in accordance with the contract between you and them. You didn't, end of story.
If as you say you were acting in a distressed manner on the flight I think it's within reason that the crew would want to verify your identity against the manifest. Hardly treating you like a criminal, just ensuring the safety and security of all those on-board.
The comment you say the crew member made, "I wouldn't have left my son", I think was inappropriate and unprofessional and is worthy of taking further. Having said that, as a parent I agree with them, but like them it is not my place to judge.
Buy a cheap ticket, get out to Spain on the 1st August and collect your son.
Pursue your claim with your Travel Insurance company, get back as much money as you can. I really cannot understand why they are saying it was BA's fault though, that is intriguing. Possibly they do not fully understand the situation?
As for going to the media to spread your story and tell everyone how horrible BA are, well frankly I think that's pathetic.
You were the victim of unfortunate circumstances, stop looking for someone to blame.
That I'm afraid is where my sympathy ends. You booked a cheap, non-refundable ticket, correct? Then you agreed to the Terms and Conditions associated with that ticket didn't you? You were not on the flight and were recorded as a no-show, hence your return leg is also cancelled. It sounds like BA have acted in accordance with the contract between you and them. You didn't, end of story.
If as you say you were acting in a distressed manner on the flight I think it's within reason that the crew would want to verify your identity against the manifest. Hardly treating you like a criminal, just ensuring the safety and security of all those on-board.
The comment you say the crew member made, "I wouldn't have left my son", I think was inappropriate and unprofessional and is worthy of taking further. Having said that, as a parent I agree with them, but like them it is not my place to judge.
Buy a cheap ticket, get out to Spain on the 1st August and collect your son.
Pursue your claim with your Travel Insurance company, get back as much money as you can. I really cannot understand why they are saying it was BA's fault though, that is intriguing. Possibly they do not fully understand the situation?
As for going to the media to spread your story and tell everyone how horrible BA are, well frankly I think that's pathetic.
You were the victim of unfortunate circumstances, stop looking for someone to blame.
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thanks for your reply
Many thanks for your reply. Since yesterday I have received great feedback and extremely useful advice. Very important is the fact that British Airways have no contact in Spain during the weekend apart form a high-charge number with a "55minutes waiting time" and Iberia very clearly said they could not do anything as I had booked directly with BA. This is key because had I been able to contact them (and I certainly tried - evidence available) or had they answered my urgent e-mail prior to the flight, the first leg of the journey would not have shown as "not show" and I would have been able to go back to pick him up.
Secondly, their rudeness, arrogant and patronising behaviour. I had clearly explained my situation "and apologize" at the start of the flight. Why they felt the need to take my details / passport and what have they done with them? They already have all the details for the passenger manifest – so why the extra? Intimidation? Well they certainly did manage that as I was freezing cold in the plane, trembling and too afraid to ask for a blanket. I was being told off by a cabin crew, for something or other on my way to the toilet to be sick when my sight became blurry and I couldn’t hear, I think I apologized went inside the toilet, sat down and fainted – I think; again too afraid to ask for help. True, it is not their fault just my body giving up under so much stress.
Lastly, but most importantly, the most agonizing decision was to leave my son behind, this is where BA cabin crew comment hurt the most and made me feel most distress. But again, I discussed this with the summer camp and agreed that he would achieve a faster recovery in a relaxing atmosphere than not knowing where we would have spent the night or when we would be able to get home. I do not have the credit limit on my credit card to have paid the required euros 1,500 to bring us both back to the UK and we would have had to sleep in the airport. Hardly a recovery recipe for an eleven year old.
Regarding going to the media, well, some companies do not want feedback regarding unacceptable behaviour, too arrogant. There are several very wrong matters in their processes and controls that require immediate attention / correction, in these circumstances, the only solution is to spread the word to the general public so they don’t make the same mistake that I did. My advice to families is: if flying to Spain with children, do not book with BA as they do not have any acceptable representation in Spain during weekends (I cannot comment regarding during the week). Better off flying with a Spanish company or even better, a cheap ticket with Easy jet. Currently they seem to be so…… much cheaper than British Airways and in my experience, better customer service “what you see is what you get”. No such nonsense as“ …To Fly. To Serve. is a promise at the heart of everything we do”. I think not. They serve themselves.
Finally, many thanks for your feedback. Greatly appreciated!!
Secondly, their rudeness, arrogant and patronising behaviour. I had clearly explained my situation "and apologize" at the start of the flight. Why they felt the need to take my details / passport and what have they done with them? They already have all the details for the passenger manifest – so why the extra? Intimidation? Well they certainly did manage that as I was freezing cold in the plane, trembling and too afraid to ask for a blanket. I was being told off by a cabin crew, for something or other on my way to the toilet to be sick when my sight became blurry and I couldn’t hear, I think I apologized went inside the toilet, sat down and fainted – I think; again too afraid to ask for help. True, it is not their fault just my body giving up under so much stress.
Lastly, but most importantly, the most agonizing decision was to leave my son behind, this is where BA cabin crew comment hurt the most and made me feel most distress. But again, I discussed this with the summer camp and agreed that he would achieve a faster recovery in a relaxing atmosphere than not knowing where we would have spent the night or when we would be able to get home. I do not have the credit limit on my credit card to have paid the required euros 1,500 to bring us both back to the UK and we would have had to sleep in the airport. Hardly a recovery recipe for an eleven year old.
Regarding going to the media, well, some companies do not want feedback regarding unacceptable behaviour, too arrogant. There are several very wrong matters in their processes and controls that require immediate attention / correction, in these circumstances, the only solution is to spread the word to the general public so they don’t make the same mistake that I did. My advice to families is: if flying to Spain with children, do not book with BA as they do not have any acceptable representation in Spain during weekends (I cannot comment regarding during the week). Better off flying with a Spanish company or even better, a cheap ticket with Easy jet. Currently they seem to be so…… much cheaper than British Airways and in my experience, better customer service “what you see is what you get”. No such nonsense as“ …To Fly. To Serve. is a promise at the heart of everything we do”. I think not. They serve themselves.
Finally, many thanks for your feedback. Greatly appreciated!!
Avionker - spot on!
OP - it would help your case if you were a little less melodramatic about the whole thing. Asking for your passport is "intimidation?" That's a little over the top...
And your "agonizing" decision to leave your son? You could have stayed in Spain...
OP - it would help your case if you were a little less melodramatic about the whole thing. Asking for your passport is "intimidation?" That's a little over the top...
And your "agonizing" decision to leave your son? You could have stayed in Spain...
Last edited by Captivep; 24th Jul 2013 at 13:10.
Can one assume then that you choose not to call the number BA provide? It maybe high charge and it may have had a 55 minute wait time but it was probably cheaper than 768 euros.... If you choose not to try the phone number you cannot really claim to have done everything in your powers to contact them can you? Also how long before the departure time did you first try contacting them?
They already have all the details for the passenger manifest – so why the extra? Intimidation? Well they certainly did manage that as I was freezing cold in the plane, trembling and too afraid to ask for a blanket. I was being told off by a cabin crew, for something or other on my way to the toilet to be sick when my sight became blurry and I couldn’t hear, I think I apologized went inside the toilet, sat down and fainted – I think; again too afraid to ask for help. True, it is not their fault just my body giving up under so much stress.
Given your description of your behaviour and appearance on the flight, due to your stressed condition, the crew may have wrongly suspected alcohol or drug issues. They have a duty of care to all passengers and that includes been wary of individuals who are displaying unusual behaviour and who appear not to be following crew requests and instructions.
Your passport? Checking photo ID against the manifest to make sure it matches perhaps? The details on the manifest are just a name, on the boarding card is only a name. How else can they check that the person on board is the legitimate holder of the boarding card? It should be checked at the gate but it seems reasonable to check again given the circumstances.
As I said already any rude or personal comments from the crew are not acceptable and require addressing. The decision you made regarding your son is yours alone to make, you are his mother.
With hindsight perhaps a night in an airport hotel and a flight home the next day would have been a better option for you, but it's always easier to be wise after the facts.
They already have all the details for the passenger manifest – so why the extra? Intimidation? Well they certainly did manage that as I was freezing cold in the plane, trembling and too afraid to ask for a blanket. I was being told off by a cabin crew, for something or other on my way to the toilet to be sick when my sight became blurry and I couldn’t hear, I think I apologized went inside the toilet, sat down and fainted – I think; again too afraid to ask for help. True, it is not their fault just my body giving up under so much stress.
Given your description of your behaviour and appearance on the flight, due to your stressed condition, the crew may have wrongly suspected alcohol or drug issues. They have a duty of care to all passengers and that includes been wary of individuals who are displaying unusual behaviour and who appear not to be following crew requests and instructions.
Your passport? Checking photo ID against the manifest to make sure it matches perhaps? The details on the manifest are just a name, on the boarding card is only a name. How else can they check that the person on board is the legitimate holder of the boarding card? It should be checked at the gate but it seems reasonable to check again given the circumstances.
As I said already any rude or personal comments from the crew are not acceptable and require addressing. The decision you made regarding your son is yours alone to make, you are his mother.
With hindsight perhaps a night in an airport hotel and a flight home the next day would have been a better option for you, but it's always easier to be wise after the facts.
As a parent I can sympathise with your problem. As a passenger and fellow customer of BA, I fully agree with the crew taking the precaution of examining your passport as your behaviour was not normal.
You might now be able to explain your behaviour, but what was in your mind then, and what you then did, clearly gave the crew a reason for concern.
As to contacting BA, I agree that it is extremely frustrating.
However, follow the wise advice from others on this thread. Fix the issue first, and then go to war with the Insurance Company first, and BA if necessary, later.
Keep breaking down the issues in to very specific points. Generalised complaints about BA are too frequent on pprune.
Also, ask on flyertalk for advice.
You might now be able to explain your behaviour, but what was in your mind then, and what you then did, clearly gave the crew a reason for concern.
As to contacting BA, I agree that it is extremely frustrating.
However, follow the wise advice from others on this thread. Fix the issue first, and then go to war with the Insurance Company first, and BA if necessary, later.
Keep breaking down the issues in to very specific points. Generalised complaints about BA are too frequent on pprune.
Also, ask on flyertalk for advice.
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There is a “human” within the BA personnel
I am so very glad to be able to report that a human member of BA answered my e-mail to '[email protected]' and is the first BA rep that has been nice to me. She has offered a flight for the 2nd of August, form a different and more difficult airport, but at least I CAN GO BACK TO MY SON!!!! Thank you Ms H.C. from BA!!!!
Now I can sleep (I have slept a total of 8 hours in the last three days) and thus think more logically and not so “melodramatic”. Sorry about that!!
No I couldn’t have stayed in Spain; I had no place to stay, no clothes, no internet or enough credit on the telephone to request assistance.
Yes, I felt intimidated by most of the cabin crew’s behaviour. I was at all times polite but crying and in obviously in distress. If the crew had suspected drugs or alcohol, my behaviours and their behaviour would have been very different. I think they just need training. Also they were arrogant and patronising.
My behaviour in the plane was to move to an empty row in order not to disturb the passenger next to me. When asked by a member of staff (controlling all my moves) why I had moved, I explained: “not to disturb the gentleman next to me. Should I go back?”. I think they were upset that even though I was very distressed, I was polite and obliging at all times and they couldn’t use their powers to restrain no matter the amount of provocation thrown at me(gosh, again being melodramatic… Sorry) I am just so relieved!.
Finally, it’s not that easy abusing the phone when it belongs to people you don’t know who were kind enough to let you use it and you can see that they weren’t that keen for me to hold for 55 minutes. My phone did not have enough credit either. No phone boxes. I tried EVERYTHING!.
Lesson learned:-
1) Do not fly with British Airways as they are not family friendly or have people skills.
2) They do not have representation in Spain (and I imagine in South America either as served mainly by Iberia) .
3) They are arrogant.
4) They are patronizing.
5) They are extremely expensive.
Thank you all!!
Now I can sleep (I have slept a total of 8 hours in the last three days) and thus think more logically and not so “melodramatic”. Sorry about that!!
No I couldn’t have stayed in Spain; I had no place to stay, no clothes, no internet or enough credit on the telephone to request assistance.
Yes, I felt intimidated by most of the cabin crew’s behaviour. I was at all times polite but crying and in obviously in distress. If the crew had suspected drugs or alcohol, my behaviours and their behaviour would have been very different. I think they just need training. Also they were arrogant and patronising.
My behaviour in the plane was to move to an empty row in order not to disturb the passenger next to me. When asked by a member of staff (controlling all my moves) why I had moved, I explained: “not to disturb the gentleman next to me. Should I go back?”. I think they were upset that even though I was very distressed, I was polite and obliging at all times and they couldn’t use their powers to restrain no matter the amount of provocation thrown at me(gosh, again being melodramatic… Sorry) I am just so relieved!.
Finally, it’s not that easy abusing the phone when it belongs to people you don’t know who were kind enough to let you use it and you can see that they weren’t that keen for me to hold for 55 minutes. My phone did not have enough credit either. No phone boxes. I tried EVERYTHING!.
Lesson learned:-
1) Do not fly with British Airways as they are not family friendly or have people skills.
2) They do not have representation in Spain (and I imagine in South America either as served mainly by Iberia) .
3) They are arrogant.
4) They are patronizing.
5) They are extremely expensive.
Thank you all!!
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MAD to LHR British Airways charge of 769 euros?
I will very much appreciate any ideas / advice on obtaining a full refund from British Airways re their excessive and unfair charge of 769 euros forced to pay to return home .
Please only positive & helpful comments. Do refrain from posting any negative comments, partifcular from BA staff
.
Many thanks
Please only positive & helpful comments. Do refrain from posting any negative comments, partifcular from BA staff
.Many thanks
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I would write to them setting out the situation clearly and calmly. Don't threaten them with sanctions like never flying with them again or that you're going to see them in court. If you do, you likely will just be ignored - their customer service people don't spend much time with lost customers. Send your letter registered post if you can.
In fact tell them they are your favourite airline and they have disappointed you. You'd like to fly them again etc. etc. Set out exactly what you would like them to do. Refund your extra fare, cover other expenses, etc. Don't make them guess what it would take to satisfy you. Provide copies of any/all receipts.
(If you are looking for BA staff, you'll probably find more of them over at flyer talk(dot)com. But don't expect them to be sympathetic - but you never know.) Sorry I've edited this after rereading your post. There are not too many BA Customer Service people stopping by PPRuNe - if they are they are lurking. You may find some BA crew here but I doubt they would respond to your emotive thread.
Don't forget that BA staff have probably logged their view of their encounters with you into their system. These may be unflattering. So tell the truth and don't enter in conjecture.
Oh, and have you looked at the 'conditions of carriage'? Your contract with BA? It is written in plain English (they were told to do so by the OFT) so it isn't lawyer gobbledygook. You can find it on their website.
Last word of advice: They've got your money, it's up to you to convince them to give it back. Think.
In fact tell them they are your favourite airline and they have disappointed you. You'd like to fly them again etc. etc. Set out exactly what you would like them to do. Refund your extra fare, cover other expenses, etc. Don't make them guess what it would take to satisfy you. Provide copies of any/all receipts.
(If you are looking for BA staff, you'll probably find more of them over at flyer talk(dot)com. But don't expect them to be sympathetic - but you never know.) Sorry I've edited this after rereading your post. There are not too many BA Customer Service people stopping by PPRuNe - if they are they are lurking. You may find some BA crew here but I doubt they would respond to your emotive thread.
Don't forget that BA staff have probably logged their view of their encounters with you into their system. These may be unflattering. So tell the truth and don't enter in conjecture.
Oh, and have you looked at the 'conditions of carriage'? Your contract with BA? It is written in plain English (they were told to do so by the OFT) so it isn't lawyer gobbledygook. You can find it on their website.
Last word of advice: They've got your money, it's up to you to convince them to give it back. Think.
Last edited by ExXB; 24th Jul 2013 at 15:22.
I had promised myself not to reply to this thread again but:
It's been explained to you, at least twice, that a cheap ticket booked a long way ahead is usually non-changeable and non-refundable. Not just BA - every airline.
You vow never to fly again with BA but you're going to fly with them on 2nd August? I've just looked and the cheapest one way flight with BA on that day is £399, substantially higher than the easyjet flight I suggested. If you hate them so much, why are you giving them over £200 more than you'd have to pay easyjet?
Particularly so when you state that BA cabin crew intimidated you, wanted to control your every movement, treated you like a criminal and were disappointed because they couldn't use their powers to restrain you...
It's been explained to you, at least twice, that a cheap ticket booked a long way ahead is usually non-changeable and non-refundable. Not just BA - every airline.
You vow never to fly again with BA but you're going to fly with them on 2nd August? I've just looked and the cheapest one way flight with BA on that day is £399, substantially higher than the easyjet flight I suggested. If you hate them so much, why are you giving them over £200 more than you'd have to pay easyjet?
Particularly so when you state that BA cabin crew intimidated you, wanted to control your every movement, treated you like a criminal and were disappointed because they couldn't use their powers to restrain you...
Last edited by Captivep; 24th Jul 2013 at 16:03.
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Thank you
Thank you ExXB, your response logical and well thought.
Now that I know my son will be OK, I will have a good night rest and will approach the situation tomorrow in a "calm" manner.
Regards
Now that I know my son will be OK, I will have a good night rest and will approach the situation tomorrow in a "calm" manner.
Regards
Out of curiosity have you checked the T and C's of your original booking as ExXB suggested? Had you been able to contact BA were changes allowed on the booking?
Also I'm slightly confused how you managed to book another BA flight to get back to the UK. You say you had no internet access, no credit on your phone and no BA presence at the airport.
Glad to hear that you have now got a flight back to Spain to pick up your son. I take it BA are providing that gratis?
Also I'm slightly confused how you managed to book another BA flight to get back to the UK. You say you had no internet access, no credit on your phone and no BA presence at the airport.
Glad to hear that you have now got a flight back to Spain to pick up your son. I take it BA are providing that gratis?