PPRuNe Forums


Passengers & SLF (Self Loading Freight) If you are regularly a passenger on any airline then why not post your questions here?

Reply
 
Thread Tools Search this Thread
Old 14th Nov 2017, 14:56   #1 (permalink)
Thread Starter
 
Join Date: Feb 2010
Location: Heart of Darkness
Posts: 1,699
Escalating a complaint against BA

I recently flew Nice-LHR-Abuja with BA. When I checked-in online I noticed that the connection time between flights was only 30 mins which seemed very short to me (I later learned that BA had rescheduled Nice-LHR flight after I purchased my ticket). I rang BA in France who told me not to worry, as BA "know what they are doing". When I asked if I could go on an early flight, they said that I would have to pay to change the ticket.

I thus checked in and boarded the flight as announced. The BA cabin crew were kind enough to radio ahead that they had a passenger on a short connection, put me at the front of the cabin, and said there would be a BA representative waiting for me to expedite me through the airport.

On arrival at LHR, there was nobody waiting for me. The gate was closed by the time I arrived. I thus went up to the BA ticketing office, but it was closed and everybody had gone home (Abuja is the last flight out of LHR).

I thus booked in at a hotel. The following morning I went to BA to ask for a reschedule. I expected to be re-routed with Air France or Lufthansa (who have early morning connections to Abuja) but BA told me that the only choice was to go on the next Abuja flight that night. I pointed out that I was a pilot myself, and would have to fly six hours immediately after my flight landed in Abuja, and asked if it would be possible to upgrade from economy to a higher class so that I could get some sleep - they told me not possible. They told me to fill in a complaint procedure, and assured me that my hotel bill would be reimbursed, and gave me £15 vouchers.

I thus arrived in Abuja 24 hours late, with no sleep at all (I was in economy class) and went straight to my plane to fly six hour leg...

Anyway, I survived that, but now BA have just written to me and told me that they will not pay my hotel bill!

So how do I escalate this? Is there a higher level complaint procedure?
Trim Stab is offline   Reply With Quote
Old 14th Nov 2017, 16:01   #2 (permalink)
 
Join Date: Dec 2011
Location: .
Posts: 113
You should be entitled to 600 EUR for a delay of more than 4 hours plus food and accommodation. Claim forms are here:

https://disruptionclaim.britishairways.com/

https://www.britishairways.com/trave...m/public/en_gb

If that fails then you can go to CAA or small claims.
t1grm is offline   Reply With Quote
Old 14th Nov 2017, 19:08   #3 (permalink)
 
Join Date: May 2009
Location: Confoederatio Helvetica
Age: 62
Posts: 2,698
Ask them to reconsider, before you turn your claim over to one of the claims firms. Make sure you understand what they will take as their fee, as some of these companies are less than transparent.

I haven’t travelled BA in over six years because of their awful customer service. Their loss, not mine.
ExXB is online now   Reply With Quote
Old 14th Nov 2017, 20:01   #4 (permalink)
 
Join Date: May 2004
Location: Москва/Ташкент
Age: 47
Posts: 612
Quote:
but now BA have just written to me and told me that they will not pay my hotel bill
Did they give a reason?

Seems quite an appalling way to treat somebody. As has been stated their standards have slipped hugely over the last decade or so, this isn't to criticize the staff (who do their best, often under difficult circumstances) but the completely inept management.
flash8 is offline   Reply With Quote
Old 14th Nov 2017, 20:36   #5 (permalink)
 
Join Date: Jan 2008
Location: The Smaller Antipode
Age: 83
Posts: 1,436
Quote:
I haven’t travelled BA in over six years because of their awful customer service. Their loss, not mine.
Don't even start me on how they treat their once loyal, now long retired, staff, who helped create the company that they now have the privilege of stuffing up. Retired Staff Travel concessions, Pensions .....
ExSp33db1rd is offline   Reply With Quote
Old 14th Nov 2017, 22:34   #6 (permalink)
 
Join Date: Dec 2011
Location: .
Posts: 113
Couple of questions. Were both legs on the same booking or separate bookings? Also were you notified of the schedule change for the first leg?
t1grm is offline   Reply With Quote
Old 14th Nov 2017, 22:39   #7 (permalink)
 
Join Date: Dec 2011
Location: .
Posts: 113
Quote:
Originally Posted by ExXB View Post
Ask them to reconsider, before you turn your claim over to one of the claims firms. Make sure you understand what they will take as their fee, as some of these companies are less than transparent.

I havenít travelled BA in over six years because of their awful customer service. Their loss, not mine.
I would avoid the claim firms like the plague. Mostly scammers. Quite easy to do yourself with small claims court all online. I was successful with EJ. Here is a good site that has lots of resources and discussion on EU compensation if it goes to the small claim stage:

https://www.consumeractiongroup.co.u...l-Legal-Issues

Link to my EJ case. They helped me a lot:

https://www.consumeractiongroup.co.u...***Resolved***
t1grm is offline   Reply With Quote
Old 15th Nov 2017, 07:32   #8 (permalink)
 
Join Date: Feb 2001
Location: Planet Earth (sometimes)
Posts: 4,343
As t1grm has said the crux of this is was this a single booking?

As for notification of any retimings/problems due to rescheduling of the first sector did you do the booking yourself or was the booking done on your behalf.....in short did BA have your contact details?

(I'm well aware BA customer service have gained a reputation).

Edit to add:" I rang BA in France who told me not to worry, as BA "know what they are doing". ( my emphasis).

Now I definitely am puzzled. Who exactly did you ring? AFAIK BA no longer have their own station staff (guess Nice might be an exception) , not sure about call centres. Regardless of who you spoke to if this was a recent event involving the current Winter schedule then as you say there's only 30 minutes connecting time, the late Nice arrives at T5 at 2205 local, the ABV departs from T5 at 2235 local. The published minimum connection time between flights at T5 is 1 hour so that connection was a none starter and should have rung alarm bells with anyone at a call centre looking at the booking.

Last edited by wiggy; 15th Nov 2017 at 09:13.
wiggy is online now   Reply With Quote
Old 15th Nov 2017, 14:18   #9 (permalink)
 
Join Date: Mar 2001
Location: Either the back of a sim, or wherever Crewing send me.
Posts: 674
Quote:
The published minimum connection time between flights at T5 is 1 hour so that connection was a none starter and should have rung alarm bells with anyone at a call centre looking at the booking
Or even a PILOT.

Also Trim Stab, what on earth are you thinking completing a duty after just positioning in from LHR, surely you were well out of duty hours??
Johnny F@rt Pants is offline   Reply With Quote
Old 15th Nov 2017, 15:05   #10 (permalink)
 
Join Date: May 2009
Location: Confoederatio Helvetica
Age: 62
Posts: 2,698
Quote:
Originally Posted by t1grm View Post
I would avoid the claim firms like the plague. Mostly scammers. Quite easy to do yourself with small claims court all online. I was successful with EJ. Here is a good site that has lots of resources and discussion on EU compensation if it goes to the small claim stage:

https://www.consumeractiongroup.co.u...l-Legal-Issues

Link to my EJ case. They helped me a lot:

https://www.consumeractiongroup.co.u...***Resolved***
Good advice. My suggestion was to threaten them with the claims firms. They know they won't give up if the case is valid.
ExXB is online now   Reply With Quote
Old 15th Nov 2017, 15:43   #11 (permalink)
 
Join Date: Sep 2013
Location: Ireland
Posts: 238
Quote:
Originally Posted by Johnny [email protected] Pants View Post
Or even a PILOT.

Also Trim Stab, what on earth are you thinking completing a duty after just positioning in from LHR, surely you were well out of duty hours??
That's what I was thinking. Far bigger issue for me is that the OP flew a plane for six hours after no sleep in 24. Extraordinary admission to make and rather worrying.
alserire is offline   Reply With Quote
Old 15th Nov 2017, 17:38   #12 (permalink)
 
Join Date: Feb 2001
Location: Planet Earth (sometimes)
Posts: 4,343
So...questions so far:

Was the NCE-LHR-ABV done as a single booking?
Did this event happen during the summer or winter season?
What were the timings given on the confirmatory e-mail the OP would have got at the booking stage (i.e what was the planned schedule for those flights at the time of booking)?
When did the "rescheduling" occur? - 28/29 Oct / Day or two before flight/Day of the flight ?
If the scheduled timings changed after the booking was done did the OP get any comms from BA by text or e-mail regarding the change?

Whilst I know the default for many is that BA must be in the wrong without knowing answers to at least some of the above it's still difficult to know whether there is any point in thinking of escalating anything.

Last edited by wiggy; 15th Nov 2017 at 17:49.
wiggy is online now   Reply With Quote
Old 15th Nov 2017, 20:50   #13 (permalink)
 
Join Date: Sep 2013
Location: Ireland
Posts: 238
Maybe we could escalate an inquiry into the OP flying a plane for six hours having had no sleep for at least the previous 24.

Serious question. That has to be in some way against regulations. Or at the very least grossly unprofessional
alserire is offline   Reply With Quote
Old 16th Nov 2017, 00:27   #14 (permalink)
 
Join Date: Sep 2016
Location: Siargao Island
Posts: 612
Quote:
Originally Posted by t1grm View Post
You should be entitled to 600 EUR for a delay of more than 4 hours plus food and accommodation. Claim forms are here:

https://disruptionclaim.britishairways.com/

https://www.britishairways.com/trave...m/public/en_gb

If that fails then you can go to CAA or small claims.

If you have someone in England & Wales who you can use for correspondence then go to 'Money Claim Online' and, to quote my famous ex boss, "Sue the [email protected]@rds"
Harry Wayfarers is online now   Reply With Quote
Old 16th Nov 2017, 01:29   #15 (permalink)
 
Join Date: Aug 2000
Location: Somewhere very sunny !
Age: 46
Posts: 276
Small claims court, I GUARANTEE you will win before it goes to court if your booking Nice-LHR-Abuja on the same booking. Will BA want to send a legal rep to court to face a stiff talking to by the judge then loose ? I don't think so. I did the same for EK a few years ago when they sold my seat from LHR to Brisbane while I was airborne from Stavanger to LHR, checked in and baggage booked all the way through. Went to small claims court and the day before the hearing, EK bailed out and paid in full !
Impress to inflate is offline   Reply With Quote
Old 16th Nov 2017, 08:29   #16 (permalink)
 
Join Date: Feb 2001
Location: Planet Earth (sometimes)
Posts: 4,343
Quote:
Originally Posted by Impress to inflate View Post
you will win before it goes to court if your booking Nice-LHR-Abuja on the same booking
The problem is (at the risk of being unfair to the OP, in which case apologies) the situation and it's subsequent handling, as described, sounds like there were two individual bookings.

A quick play with ba.com will show that currently on most if not all days you cannot construct a single booking NCE-LHR-ABV using the last flight out of NCE connecting with the same evenings ABV because the attempted connection time at T5 is too short (the previously mentioned 30 minutes). Such a construction might just have been possible on last summer's schedule, I don't know, but that is why I asked in an earlier post roughly when this happened..

TBH further debate about how to escalate the complaint and who to escalate to is a bit pointless until we know exactly what was booked. At the risk of being controversial I'd suggest there is a remote possibility BA might have handled this perfectly legitimately.

Maybe all will become clear later, maybe it won't.

Last edited by wiggy; 16th Nov 2017 at 09:03.
wiggy is online now   Reply With Quote
Old 16th Nov 2017, 10:57   #17 (permalink)
 
Join Date: Sep 2016
Location: Siargao Island
Posts: 612
Quote:
connection time at T5 is too short (the previously mentioned 30 minutes).
As I understood it the connection became reduced to 30 minutes because the World's Favourite Airline rescheduled (delayed) the NCE/LHR sector and when the OP questioned them he was assured that he shouldn't concern himself.
Harry Wayfarers is online now   Reply With Quote
Old 16th Nov 2017, 12:39   #18 (permalink)
 
Join Date: Feb 2001
Location: Planet Earth (sometimes)
Posts: 4,343
Exactly what happened re the timings hasn't been made clear by the OP but he didn't use the word "delayed", he said "rescheduled.".

If BA reschedule flights after you've booked you normally get a e-mail or text....that's why I asked earlier if the flight timings had changed from those shown on the confirmation e-mail and/or if there was a rescheduling after booking did the OP get an e-mail from BA...no answer so far...

Flights get rescheduled at the season change...e.g. The late Nice was "rescheduled" from it's summer timings to winter timings end of Oct, similarly the LHR-ABV was "rescheduled"...interestingly enough on the current published official schedule that then appears on most, if all days to produce a 30 min gap between arriving from NCE and the ABV departing.......

Sure, it is well and truely possible BA stuffed up here but OTOH there's been more than one regular flyer been caught out by the seasonal change to timetables..e.g.by assuming a particular flight in the day's sequence will fit one's requirements without checking the new timings...been there, seen it, almost been caught out by it myself.

Regardless of what happened to the timings if the two flights in question here weren't on the same booking ( perhaps they were separate bookings, and there might be good reasons for that being the case) then it's quite possible to book an unachievable connection and then AFAIK there's no protection in law if the second flights get missed..

Last edited by wiggy; 17th Nov 2017 at 08:18.
wiggy is online now   Reply With Quote
Old 16th Nov 2017, 14:04   #19 (permalink)
 
Join Date: May 2009
Location: Confoederatio Helvetica
Age: 62
Posts: 2,698
Many travel agents refuse to give the airline the passenger contact details 'out of principle'. IF this was booked through an agent, it may have received a notification from BA of the Sked change. If they received it out of hours, or on the weekend, it could have been missed.

If you use an agent to book your flights you must insist that they give the airline your contacts. Every time. Sh*t happens.
ExXB is online now   Reply With Quote
Old 16th Nov 2017, 20:59   #20 (permalink)
 
Join Date: Aug 2009
Location: Lanzarote/Butuan/Southern Yorkshire
Posts: 322
I once used Expedia for a booking my return flight was Manila-Guangzhou-Paris-Manchester.
3 days before the flight Expedia contacted me to say that Air France has CANCELLED the Guangzhou-Paris sector, so they would re-route me via Amsterdam with a 4 hour delay. I accepted and printed off the paperwork that everything was confirmed, with big CONFIRMED on all sectors.

Arriving at Manila I was then told that I was not actually confirmed on any flights .....

I then showed all correspondence, fast activity and I'm booked.... Great...

YES, on the CANCELLED Guangzhou-Paris routing that Expedia had told me was cancelled.
Despite many e-mails to Expedia I never received a reply as to why they LIED about the cancellation. I can happily state LIED because I also contacted Air France who confirmed the flights had always been scheduled.

Agents.......
Cymmon is offline   Reply With Quote
Reply


Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off



All times are GMT. The time now is 15:03.


© 1996-2012 The Professional Pilots Rumour Network

SEO by vBSEO 3.6.1