Missed Flight - Possible Refund?
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Missed Flight - Possible Refund?
Due to getting stuck in two ENORMOUS traffic jams, one in Lucerne, the second around the Zurich ring-road on Thu PM, a 4h30 road journey across the heart of Switzerland from Zermatt became a 7h30 nightmare.....and meant we missed our flight from ZRH to LCY on BA at 19h10.
All the while, we try and raise BA by just about every means we can think off....while burning up the ££'s on mobile's (when we can get reception that is). But we can reach no-one, despite 20 mins sessions of calling CS, Exec Club, the works.
When we eventually stagger into the airport, the BA checkins are all closed and we queue at their ticketing office to be told by the polite and friendly lady that she can do nothing for us, as we are effectively "no-shows" and we'll need to stump up something of the order of £300-£700 to get home in the next 24-48 hours.
Ended up buying 2x£300 BA and EasyJet tix just to get home as was given no other choice.
Understand there is only the vaguest chance of a refund through travel insurance, but would have to get the local authorities to give some kind of evidence of the local traffic situation at the time. Not holding out too much hope there.
Has anyone else been in this situation?
Realise is not strictly BA's problem in the first place, but we ended up forking out for new tickets due to the difficulty of getting hold of them. And why the incessant reminders to "go online"?!? (the last thing you want to do while moving about abroad and that's if you can get a connection at all....)
Interestingly, several airport staff told me that this is a "recession thing"...in the old days, if were polite and genuine, they would have simply put you on the next available seat (remember experiencing that myself in the past), but not any more, it's "process ahead of humans....". Any truth in that I wonder?
PS. Well, two bankers, who played their part in creating the recession in the first place, behind us in the queue, and who had also been stuck in the traffic, just quipped "hey, it's only £700, what's the problem?" Enough said....
All the while, we try and raise BA by just about every means we can think off....while burning up the ££'s on mobile's (when we can get reception that is). But we can reach no-one, despite 20 mins sessions of calling CS, Exec Club, the works.
When we eventually stagger into the airport, the BA checkins are all closed and we queue at their ticketing office to be told by the polite and friendly lady that she can do nothing for us, as we are effectively "no-shows" and we'll need to stump up something of the order of £300-£700 to get home in the next 24-48 hours.
Ended up buying 2x£300 BA and EasyJet tix just to get home as was given no other choice.
Understand there is only the vaguest chance of a refund through travel insurance, but would have to get the local authorities to give some kind of evidence of the local traffic situation at the time. Not holding out too much hope there.
Has anyone else been in this situation?
Realise is not strictly BA's problem in the first place, but we ended up forking out for new tickets due to the difficulty of getting hold of them. And why the incessant reminders to "go online"?!? (the last thing you want to do while moving about abroad and that's if you can get a connection at all....)
Interestingly, several airport staff told me that this is a "recession thing"...in the old days, if were polite and genuine, they would have simply put you on the next available seat (remember experiencing that myself in the past), but not any more, it's "process ahead of humans....". Any truth in that I wonder?
PS. Well, two bankers, who played their part in creating the recession in the first place, behind us in the queue, and who had also been stuck in the traffic, just quipped "hey, it's only £700, what's the problem?" Enough said....
Last edited by betterfromabove; 9th Jul 2012 at 19:32.
Yes,in the past we would have tried to help in that sort of situation.If there were seats free on a later flight we would have rebooked without charge.
We probably were too easygoing in those days but our initiative was then steadily removed and we were ordered to charge for absolutely everything.
We probably were too easygoing in those days but our initiative was then steadily removed and we were ordered to charge for absolutely everything.
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Was it BA or handling agent staff?
If handling agent, then their hands are tied and they have no
authority to bend the rules. If BA's own staff they may have been able to
us the value of the ticket as a credit towards the new fare but this is not
normally done if the flight has departed.
If BA have changed your ticket free of charge in the past it may have been because the flight you were on was overbooked and it was in their interests to do so.
If handling agent, then their hands are tied and they have no
authority to bend the rules. If BA's own staff they may have been able to
us the value of the ticket as a credit towards the new fare but this is not
normally done if the flight has departed.
If BA have changed your ticket free of charge in the past it may have been because the flight you were on was overbooked and it was in their interests to do so.
Paxing All Over The World
In my view it is about recession but also about shareholder expectation. Nowadays, CEOs have to work for the shareholder first and the customer second. Dang the crazy old idea that, if you look after the customer, the customer will look after you and your shareholder!
The not being able to make phone contact is all of the same issue. Whether they might have made some concession to you on the phone - no one can say. But not talking to you is cheaper, hence anytime you phone any company, you no longer listen to muzak but the endless repetition of the website. The fact that you are only ringing them because you spent 20 minutes on the website NOT finding the answer ... Certainly, in your circumstances, the web site would have given no help at all. it was a phone call or nothing and each time your cell/mobile dropped the signal - naturally you lost your place in the queue.
It is bad luck and I do sympathise but you can expect no mercy from anyone these days. To save repetition, read my comment (post #4) in another thread on this forum BA cost of pre assigned seats in WTP just yesterday,
The not being able to make phone contact is all of the same issue. Whether they might have made some concession to you on the phone - no one can say. But not talking to you is cheaper, hence anytime you phone any company, you no longer listen to muzak but the endless repetition of the website. The fact that you are only ringing them because you spent 20 minutes on the website NOT finding the answer ... Certainly, in your circumstances, the web site would have given no help at all. it was a phone call or nothing and each time your cell/mobile dropped the signal - naturally you lost your place in the queue.
It is bad luck and I do sympathise but you can expect no mercy from anyone these days. To save repetition, read my comment (post #4) in another thread on this forum BA cost of pre assigned seats in WTP just yesterday,
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Hi - PPRUNE always astonishes me! What a great and informed set of answers, thanks everyone.
It was a handling agent at ZRH. Very friendly and was making a good effort at least of trying to help, but both we spoke to used exactly the phrase mentioned, i.e. "our hands are tied". They had very limited ability to help us.
Yes, PAXboy, agree that this kind of experience is ultimately self-defeating. For those of us who travel a good deal, the stories about particular airline experiences do the rounds pretty quick and while most people have no idea what plane they're flying on, they certainly DO remember who the airline was (even if it's a code-share and actually operated by someone else). What I mean by that is that the strong brand in the airline world can count against them in these sorts of situations.
Airline tickets these days represent a fair amount of expenditure for certain businesses and individuals and one experience like this can make you quickly put an airline on your personal black-list (mine currently includes EJ, RYR, AF).
Shame, because largely BA are a far more pleasurable company to fly with than any of their competitors. However, the CS have never been too brilliant with dealing with the unusual (delays, LHR limitations, seating issues...).
It was a handling agent at ZRH. Very friendly and was making a good effort at least of trying to help, but both we spoke to used exactly the phrase mentioned, i.e. "our hands are tied". They had very limited ability to help us.
Yes, PAXboy, agree that this kind of experience is ultimately self-defeating. For those of us who travel a good deal, the stories about particular airline experiences do the rounds pretty quick and while most people have no idea what plane they're flying on, they certainly DO remember who the airline was (even if it's a code-share and actually operated by someone else). What I mean by that is that the strong brand in the airline world can count against them in these sorts of situations.
Airline tickets these days represent a fair amount of expenditure for certain businesses and individuals and one experience like this can make you quickly put an airline on your personal black-list (mine currently includes EJ, RYR, AF).
Shame, because largely BA are a far more pleasurable company to fly with than any of their competitors. However, the CS have never been too brilliant with dealing with the unusual (delays, LHR limitations, seating issues...).
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Ah, next time take Swiss via GVA. Just over 3 1/2 hours by road, slightly less by train. Swiss still have humans at the end of phone, although the call is not free (CHF1.50 a minute), I think.
Last edited by ExXB; 9th Jul 2012 at 20:06.
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Just a little point if it was ZRH to LCY, it would have been BA Cityflier who though a wholly owned subsidiary, are not actually BA and will be controlled by a completely different management structure
Paxing All Over The World
Yes indeed, west lakes, but not to the client or most of those who hear the story! If looks like BA and smells like BA? They might have a different call sign and IATA/ICAO codes but they wear the livery.
My guess is that Citiflyer is there for financial accounting reasons but, whether that is true or not, they will do what BA main board tells them. My (further) guess is that they will have the same operating instructions as main line.
My guess is that Citiflyer is there for financial accounting reasons but, whether that is true or not, they will do what BA main board tells them. My (further) guess is that they will have the same operating instructions as main line.
Ah, next time take Swiss via GVA
Nice to know the possibilities but that wouldn't help the OP, BA and LX not being in the same 'family' group and not being in the habit of extending reciprocal favours ...
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Ahem,
Zermatt to ZRH via Lucerne, not exactly the most direct route, and 4 and a half hours might be a tad optimistic for that route ?
Why drive - you have to get the train in and out of Zermatt, so why not all the way (it's also quicker).
Zermatt to ZRH via Lucerne, not exactly the most direct route, and 4 and a half hours might be a tad optimistic for that route ?
Why drive - you have to get the train in and out of Zermatt, so why not all the way (it's also quicker).
How did BA let you down?
You had a contract with them and you failed to fulfil your part of the contract by turning up at the airport on time.
You missed your flight.
Now whilst you can argue that it was due to circumstances beyond your control, likewise the traffic jams were not due to BAs actions or inactions were they? Purely and simply you failed to turn up on time to catch your flight.
Stop blaming BA.
You had a contract with them and you failed to fulfil your part of the contract by turning up at the airport on time.
You missed your flight.
Now whilst you can argue that it was due to circumstances beyond your control, likewise the traffic jams were not due to BAs actions or inactions were they? Purely and simply you failed to turn up on time to catch your flight.
Stop blaming BA.
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Of course I don't know your personal circumstances and reason to undertake such a road trip with what seemed like little buffer time. Nevertheless, I would haven't risked it - especially in the evening rush hour. There can be horrendous jams in and around most large cities in the morning and evening rushes and I take that well into account with my planning. One of my "local" airports (Brussels) is just over one hour's drive away from my home. It only takes a little bump on the motorway in the rush hour and bingo the travel time doubles or even trebbles. If on flex tickets no problem but on cheapos you have to build in a good buffer to avoid expensive surprises. I even fork out for a nearby hotel if necessary when on flights departing in the 0800-0930band.
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As pointed out, the flight was missed. But the key issue isn't why the flight was missed -- it is that the passenger earnestly TRIED to contact BA to indicate that the flight would be missed, but BA remained incommunicado -- thus permitting it to keep all the value of the ticket.
I would try to collect evidence from your cell phone's call history to demonstrate that you tried mightily to contact BA, but BA wouldn't answer the phone. Then write a polite letter to BA providing them with this evidence (possibly mentioning the traffic jam) and request whether they couldn't at least give you a refund in the amount that your ticket would have been worth if you had been able to notify BA that you were going to miss the flight.
I wouldn't hold my breath on a favorable answer, but by doing this you are giving BA the opportunity to take responsibility and "to do the right thing." Good luck!
I would try to collect evidence from your cell phone's call history to demonstrate that you tried mightily to contact BA, but BA wouldn't answer the phone. Then write a polite letter to BA providing them with this evidence (possibly mentioning the traffic jam) and request whether they couldn't at least give you a refund in the amount that your ticket would have been worth if you had been able to notify BA that you were going to miss the flight.
I wouldn't hold my breath on a favorable answer, but by doing this you are giving BA the opportunity to take responsibility and "to do the right thing." Good luck!
I concede that the OP says that they attempted to phone BA, but on which number? According to the BA website the number that they should have phoned is 0848 845 845. Was this number tried?
If the OP had gone on-line they may have been able to change their booking, but they didn't want to as it is too expensive. Probably not 600 quid which is what they forked out in the end for replacement flights, but there you go.
Why not give up the futile exercise of trying to get to the airport and find somewhere to get on-line? An internet cafe or something of that ilk. Surely at some point the OP must have realised that they were not going to make it...
Another option would have been to call someone they trusted, who was at home or at work, and ask them to go on-line for them.
Was the OP holding a flex ticket?
If not the whole discussion is moot, no changes are allowed and you agree to that at the time of booking. If it was a flex ticket then a visit to the website, selection of 'Manage my Booking', and stump up the change fee might well have done the trick.
If the OP had gone on-line they may have been able to change their booking, but they didn't want to as it is too expensive. Probably not 600 quid which is what they forked out in the end for replacement flights, but there you go.
Why not give up the futile exercise of trying to get to the airport and find somewhere to get on-line? An internet cafe or something of that ilk. Surely at some point the OP must have realised that they were not going to make it...
Another option would have been to call someone they trusted, who was at home or at work, and ask them to go on-line for them.
Was the OP holding a flex ticket?
If not the whole discussion is moot, no changes are allowed and you agree to that at the time of booking. If it was a flex ticket then a visit to the website, selection of 'Manage my Booking', and stump up the change fee might well have done the trick.
Last edited by Avionker; 10th Jul 2012 at 16:16.
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Contacting BAEC by phone 8/9 July 2012
Long story, but according to BAEC difficulties in contacting Call Centre recently are ALL BMI's fault!!!
And that was before they knew I was calling about a BMI/BA changeover problem
for info they do have a FREEPHONE number for UK 08005977580
And that was before they knew I was calling about a BMI/BA changeover problem
for info they do have a FREEPHONE number for UK 08005977580
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Hi Tight Slot,
I think your new title takes the thread off-topic. The OP was expressing their dismay that despite valiant (or whatever) attempts they had been unable to contact their airline.
I too have felt frustration with this particular airline's methods of contacting them, such as being emailed on the eve of a strike and being told to call them at a UK freephone number, inaccessible from outside the UK. They knew I was not in the UK (as I had flown to my ME destination with them a few days before). Once I had found a number (all their Executive lines simply had a recording to call the regular number) I was put on hold and never managed to connect. My bill for that was over CHF200 (yes, I was calling from my hotel room, I wasn't going to use my mobile) which they subsequently declined to compensate me for. I finally got through to their local office which had no instructions from LON and refused to interline me home, They booked me on the previous day (meaning I lost a day of leave) back via LHR. At the airport I learned that my connecting flight out of LHR had been cancelled. After standing-by I finally got on the last flight before the strike. I was one of their 'Gold Card' members at that time. I never bought another ticket from them, I burned through my miles and have parted company with them. I won't bore you any further with my attempts to seek redress other than to say their service recovery was awful.
This company has a history of being difficult to get in touch with and, in my view, let me down badly - to their loss.
I think they should be named and shamed.
I think your new title takes the thread off-topic. The OP was expressing their dismay that despite valiant (or whatever) attempts they had been unable to contact their airline.
I too have felt frustration with this particular airline's methods of contacting them, such as being emailed on the eve of a strike and being told to call them at a UK freephone number, inaccessible from outside the UK. They knew I was not in the UK (as I had flown to my ME destination with them a few days before). Once I had found a number (all their Executive lines simply had a recording to call the regular number) I was put on hold and never managed to connect. My bill for that was over CHF200 (yes, I was calling from my hotel room, I wasn't going to use my mobile) which they subsequently declined to compensate me for. I finally got through to their local office which had no instructions from LON and refused to interline me home, They booked me on the previous day (meaning I lost a day of leave) back via LHR. At the airport I learned that my connecting flight out of LHR had been cancelled. After standing-by I finally got on the last flight before the strike. I was one of their 'Gold Card' members at that time. I never bought another ticket from them, I burned through my miles and have parted company with them. I won't bore you any further with my attempts to seek redress other than to say their service recovery was awful.
This company has a history of being difficult to get in touch with and, in my view, let me down badly - to their loss.
I think they should be named and shamed.
To be fair to BA, a few years ago I missed a flight to the US from LHR, after having being stuck on the M4 for 3 hours due to a major pile-up which involved the use of the air-ambulance.
On arrival at LHR, and having a non-flexible ticket, I expected the worst, but the BA ticket agent simply put me on the next flight later that day [at no cost], commenting that many other pax had suffered delays for the same reason.
Perhaps the fact that I was dealing with BA personnel and also that this was 7 or 8 years ago might have helped on this occasion.
On arrival at LHR, and having a non-flexible ticket, I expected the worst, but the BA ticket agent simply put me on the next flight later that day [at no cost], commenting that many other pax had suffered delays for the same reason.
Perhaps the fact that I was dealing with BA personnel and also that this was 7 or 8 years ago might have helped on this occasion.
Last edited by wowzz; 11th Jul 2012 at 13:59.
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Well, Squeezy seems to have found a way to make money out of this: Missed flight insurance introduced for easyJet passengers | Money | guardian.co.uk
Wonder if it will be extended to the network airlines. BarSteward Airlines could turn this into a revenue stream.
Wonder if it will be extended to the network airlines. BarSteward Airlines could turn this into a revenue stream.
How did BA let you down?
You had a contract with them and you failed to fulfil your part of the contract by turning up at the airport on time.
You missed your flight.
Now whilst you can argue that it was due to circumstances beyond your control, likewise the traffic jams were not due to BAs actions or inactions were they? Purely and simply you failed to turn up on time to catch your flight.
Stop blaming BA.
You had a contract with them and you failed to fulfil your part of the contract by turning up at the airport on time.
You missed your flight.
Now whilst you can argue that it was due to circumstances beyond your control, likewise the traffic jams were not due to BAs actions or inactions were they? Purely and simply you failed to turn up on time to catch your flight.
Stop blaming BA.
Your only hope is that BA, somehow, develop a bit of compassion for your plight but I wouldn't hold my breath if I was you.