Sunday, February 19, 2006

Companies We Hate- British Airways

The worlds (least) favourite airline are this months winner of the worst customer service award. My family and I booked 3 flights for february to go to Denver to see our new grandson/nephew, who was born on Christmas day. Sadly my sister in law ( the babys mother suffered a brain haemorrage two days after the birth). I rang British Airways to change our flights so that my parent could fly out immediately, to support my brother as he was struggling with a new born son and a wife in intensive care. To my disgust British Airways refused to change the flights or allow us to cancel, get a refund and book a closer date. As my Mother was planning to stay for 3 months to help in Denver I tried to book her a single flight and then planned for her to use her original flight home....Guess what if you dont fly out on the original flight with BA you cant come back on the original flight, even though you've paid for it and cant get a refund, incredible! After we complained we were told nothing could be done and my parents were forced to pay another huge sum of money to get there, in all the trip cost about £2000 to get three people to Denver.
B.A.'s only comment? As we booked cheap online flights they cant make any changes! I dont call £2000 cheap.
The morale of the story? Never book online with B.A. its no cheaper than using a travel agent and you cant make changes.
I for one will never use B.A. ever again and nor will any of my family. I have also stopped my staff at work recommending them. (we recommend flights to our international business travellers evey day) So far I estimate B.A. has lost at least 30 flights this month from this debacle. Which just goes to show if you treat customers like crap sooner or later they bite back!





Ha bloody ha!

More Rank & Bile

76 comments:

Tamarmagan@hotmail.com said...

So far I've been fighting for nine days three hours and six minutes with British Airways who left me stranded in Tokyo's Narita airport with no one to talk to because the office was closed for lunch and then didn't re-open until the next day. The BA Tokyo central office couldn't help me for seven hours, and then after calling BA in London from a pay phone in Tokyo, and being on hold for 17 minutes they charged £1672.60 to my debit card for a one-way flight home. I was forced to get a hotel for I was told the airport guards would escort me off the premises because it's 'not a twenty-four hour airport'. [Note: I'm a twenty-three yr old, female, non-Japanese speaking lone traveller and a little tremulous regarding being alone on the streets etc.] The next day the ticket counter did not accept the card because the lady who had served me had charged me but not issued an e-ticket number; so had only done half the job. I had no seat on the flight, we had to cancel that card confirmation and call my mother in the middle of the night to get her credit card number. They charged her £700.
I checked my bank balance today prior to agreeing to a new flat rental contract and look! BA did charge my card after all. SO between us my mother and I have paid for three tickets from Tokyo to London for one person on one day.
I'm trying to claim anything, anything at all back from BA.
STA Travel says that "The customer service at British Airways does cause a lot of trouble."

My lawyer friend says that I should threaten to start a BAareBASTARDS.com website.

Another friend sign posted me to your blog.
In short, just wanted to say; I feel your pain.

Anonymous said...

British Airways, hah! I unfortunately work for a company who only care about the price of a ticket rather than their employees arriving in a state to work. In 2yrs they have lost my lugggage twice, stranded me overnight, changed my seat between check-in and boarding so my wife and I sat 15 rows apart (me by the toilet!), refused to upgrade me using airmiles as my ticket was discounted, delayed me three times, refused almost every request to book a trip using airmiles as sold out and now want to charge me $500 to take my bike to a race to represent my country...you know the one they were supposed to represent. Just like the A-team BA stands for Bad Attitude!!!

Anonymous said...

i have to agree on this.. i hate british airways, i think the customer service there are very rude.. the other day i used easy jet to go to portugal and i found their staff amazing, totally different from british airways.. i try my best not to use british airways and reccomend everyone not to use british airways.. i hate them to guts.///

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Anonymous said...

If you think they treat you bad as the customer, check out the following site

http://www.jfo.org.uk/support/baba/

Maybe the customers should sign up to to get some redress from these bullying BA's

Anonymous said...

The rudest customer service I have ever encountered. Our son contracted chicken pox day before flying and was told by BA that he would not be allowed to board. Which is fair enough, but we only got back just over £200 aiport tax on flights that cost £1500. But the worst thing was we were each charged a £30 cancellation fee!
I mean come on, BA are keeping the full fare of our flights anyway and we still have to pay a cancellation fee? on top of the fact they'll still sell our seats on.
We will never fly british airways again.

Anonymous said...

I too would like to add to the I HATE British Airways.

With all the issues in the USA about the safety stuff BA now has ’staff shortages’ - tried to delay me by three days - except I had another flight booked less than 24 hours later (thankfully not with them!!) but my direct flight - which I paid a lot for has now become a indirect flight from the USA to UK and it has domestic flights in it as well.

Just to remind everyone tha BA is subject to great compensation through the air Transport Users Council - 600 euros for a four hour delay plus airport compensation expenses!!

Bring it on!!

Anonymous said...

I'm cabin crew with BA and as much as I'd like to defend my employer I can't. I like to think I give 110% service when on board but like you, they treat their staff as appallingly as they do their customers. They are only interested in profits and nothing else. I booked two friends with them recently thinking I was doing everyone a favour - we get a 10% discount off a published fare for friends and family. I made a mistake on the outbound sector date and immediately emailed the helpdesk to let them know(You can't speak to anyone, all comms by email only). They emailed me back saying they'd cancelled and refunded so I rebooked the trip. Guess what....only taxes, fees and charges refunded with a £30 cancellation fee on top!!! I am now £700 out of pocket with no prospect of a refund despite my pleading emails, and this is how they treat one of their own employees.
I would urge you all to steer clear of BA and get some decent customer service from other airlines who really do think you matter.

Anonymous said...

BA has completely lost the plot. Customer care is the very last thing on the management's mind when making decisions. I don't believe I am alone in having this impression. My story begins in April when I recieve a nice e mail telling me that despite not having the required points as a loyal long standing Gold card holder my gold card would be renewed for a further year. Come this month and a new Silver card turns up. I call the Gold Card Centre 'surely some mistake' 'Agh' they reply, 'you have moved and now our Asian centre deals with you'. Thanks for telling me before. Call the Asian centre (a UK phone number!?) which is actually a call centre in India, and they tell me the e mail was sent as a result of a system error. No Gold card, despite the promise. Can't speak with a supervisor, they are all 'out'. So I call the Gold card'hotline' again. They suggest I change my address details back to the UK via the website so I can get access to grown ups in the organisation in the UK rather than just a call centre. I try. it won't let me - please contact your service(!!??) Centre. Call them. 'Please write in' they say. I insist they do it and do it now. We cannot, there is a problem with the system' At this point I give up. Who wants to travel with an airline that cares so little for its passengers. And as further proof, my son just called me 'BA won't carry my surf Board to Doha' (he is en route to Bali)- a change in policy to improve service to customers, no doubt.

Anonymous said...

BA just did it again - My father is dying and I'm out 1200 pounds for a changed flight from UK to Rome - they will not let me cancel or make any changes. I am out the $1200. The USA office sucks - the WORST service. That's why VIRGIN will overtake them very soon.

Anonymous said...

BA is horrible compared to other airlines. The staff is not polite in fact can be quite arrogant, the flights often delay, they never miss an opportunity to charge customers enormously. When I flew with them (hopefully the last time in my life) I asked the cabin crew for a blanket and a pillow for my 5 year old before take off. I was told that there were no blankets or pillows although the air conditioner had made the cabin quite breezy and we were wearing summer clothes and one cardigan was not sufficient for my daughter to keep warm. I asked how come they did not have any pillows or blankets and her response was that they only had used ones. If I wanted a used pillow or blanket she could give me one. As we were flying back to London, all of the pillows and blankets were used on the outbound flight??!!!! This was the most bizarre thing I heard. Even I could manage a flight better than that.

Peter said...

Don;t think your alone in thinking there is problems at BA. There is an investigative documentary to be shown on UK channel 4 on Monday the 13th of October 2008 at 8pm. The title?

THe trouble with British Airways

See more at;

www.channel.com/news/articles/dispatches/whats+the+trouble+with+british+airways/2490477

Set your recorder!

Peter said...

Sorry that's;

www.channel4.com/news/articles/dispatches/whats+the+trouble+with+british+airways/2490477

Anonymous said...

Hey I'm not the only one. BA are so useless on the phone and in person. It takes half a day just to get through to them and when you finally do they hang up. I've been polite and patient and been hung up on at least 8 times because they are not sure what they are doing. They suck balls. Only place I had a helpful person was in NZ, but still what a nightmare.

hayley said...

I hate BA too
I am british, live in the USA and due to the fact that I have little cash, have used BA to fly back and forth via DC for the past 4 years. I am due to fly out to UK tomorrow at 11pm with my fiance, to see my new nephew for the first time and spend Christmas with my family. Somehow, I stupidly put my name in the passenger details twice! I only realised my mistake today and in horror rang their customer service. I ended up crying on the phone as I will also miss a family wedding, as they refused to let me change the name, even though my fiance's passport details etc were on there. Nor would they let me change the flights or use my 26000 air miles to help us out of the situation. What is worse is the fact that Donnie - if you are out there Donnie I hope you sleep well tonight you SOAB!! Told me he had the power to help me but wouldnt!

Now I have to wake all of my family up in the morning to tell them that we can't come. I have lost $2000 in flight cost, Christmas with my family and $500 in rental fees of the home we were going to stay at over this holiday. Not to mention I still haven't been able to see my Nephew, and all because some jobs worth wouldn't press a couple of buttons and help out a customer who has used BA exclusively since 2002. It beggars belief that they have the audacity to call themselves the worlds best airline. I feel all of your pain and I wish you the best of luck

Anonymous said...

i hate British Airways. end of.

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Anonymous said...

Wow, I thought BA was picking on me, some of you guys have had it much worse. No point prattling on about all the abuse and bad treatment I've received, but when Mexicana Airline announced it was starting up a direct Mexico-London service to compete with BA, I did a little jig of joy. Never again, never again, bye bye BA, bye bye. The suckiest airline on earth just lost another 4 customers.

Anonymous said...

Actually, suckiest is a bit harsh. But definitely the most hypocritical and cynical, reality-furthest-from-self-image and hence most disappointing airline on earth. By a country mile.

alex.bennett said...

Once again, the nonsensical and quite ridiculous BA seems to have no regard for the customer, no element of empathy or understanding. I am current on a campaign to try and stop these 'web fare' or 'non-changeable' ticket ruling and no refunds.

BA have stitched me up too. Would love to hear from you or have your story on my blog.

http://britishairwaysfail.wordpress.com/

Alex

Dreamer said...

Me and my gf paid and received two tickets back home to Mexico. At Copenhagen we were informed that our tickets werent valid because we bought the tickets from a "cheap country". Still, they have our money and refused to pay us back. We boguht new EXPENSIVE tickets för almost 2500 pounds only to get stranded in Heathrow due to snow. After 16 hours of standing in line and getting a new booking, we asked for hotelrooms and were told that "snow isnt our problem" and "Most people travel with a credit card". This resulted that we had to spend 4 days at a hotel paid by ourselfes (100£ a day)
BA is the worst company Ive ever dealt with. I strongly recommend everybody to stay very far away from that company. They are rude and extremely non customer friendly.

Anonymous said...

British Airways are by far the worst airline I have ever flown with. I recently had to travel with them from Cairo to Toronto and they cancelled my flight a few hours beforehand because of weather conditions, but did not even notify me properly of my options for a new flight. They then rebooked me on a Delta flight on their website without my knowledge and I only found out about it accidentally by logging on to their site again for an update, but by the time I called them to confirm they had closed their airport office and would not issue me a paper or electronic ticket to confirm the new booking. They in effect booked me on a flight I couldn´t even take. Then when I obviously missed that Delta flight they tried to suggest it was my fault and tried to evade booking me a new flight home. In the end, I got them to organise an Air France flight following a big delay…Air France lost my bag to top it all off. Of course, snooty British Airways came up with some stuffy and inflexible policy reasons to completely avoid responsibility. I usually fly with Qantas whenever I can, and I can only say that in comparison, British Airways are atrocious. I will never fly with them again as long as I can avoid it. Right now I feel like I would rather swim or fly a magic carpet than give a cent of my money to British Airways.

Marie Carré said...

wow... I was thinking to flight with them, but I wasn't able to finish the reservation. And trying to contact their office in Tokyo... Today, seems no one's here! So, I've been trying to find information about it on the web, and it's how I found this article... And I'm starting to worry a lot... So, as the payment didn't work. I definitely changed my mind about using this company and choose another one, Finnair (they are really nice).
Thank you for all those information.

Anonymous said...

erm...did anyone think of paying for travel insurance?? pre travel they cover you. seems like people overlooked that, its a business not a charity and if they refunded everyone that had difficulties they would be out of business very soon. some responsibility has to be taken by the traveller and usually a one way is more expensive than a return so they have to be harsh sometimes or people would totally abuse them with the'my kid is sick' excuse

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Anonymous said...

I hope after this latest fiasco (Dec. 2010) that BA goes under as a company. Completely useless 'customer service'. If I hadn't been monitoring their website, rather than waiting for an email or text message which came hours later, I wouldn't have been able to rebook a flight after mine was canceled. Forget about trying to talk to anyone on the phone and even though it states on their website that re-booking a canceled flight will not cost any more, it isn't true. Just another fine example of a British company (joining with BT and British Gas) as a rip off to the consumer.

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Packers Fan said...

I'll make sure never to fly BA again! A couple months ago (June 2011) I toured Europe with my high school band. 2 days before we left the airline decided to charge us another $120 (about £70) to check in our instruments. And that was per instrument. We didn't want to pay that much at the last minute so the travel company paid the $6000/£3600 fee for instruments, which I'm sure they were pissed about.So we didn't get to take the jazz band because we couldn't pay for instruments like the drumset, piano, etc. We trumpet players put our instruments in these bags made of material similar to that of most backpacks but with more padding to make our instruments small enough to be taken as carry-ons. On the way back my trumpet supposedly rolled around in the overhead bin and got banged up making it unplayable! And I noticed this the Saturday night before father's day so I couldn't get it fixed until that Monday! And both on the way over and back the airline didn't tell you the gate your flight was leaving from until 5-10 minutes before boarding! (Luckily we were in the general area of the gate both times.) Also, want to know how to turn a BA flight attendant against you? Ask her POLITELY to ask parents of screaming little kids to contol their kids. I learned this the hard way on the way back. Oh, and of course the loud children weren't on the 45 minute flight from Paris to London; they were on the 9 hour flight from London to Denver. I asked the flight attendant NICELY to ask the parents to keep their kids quiet. And she just glared at me like I was a complete jerk. And BA has a kids eat 1st policy. These little brats are screaming to the heavens and the flight attendants reward them for it by feeding them first! I hate BA >:(

Packers Fan said...

Oh I forgot to mention how the flight attendants always had scowls on their faces. And I saw one of them sleeping on the job, which is absolutely unacceptable. This was all after my dad told me about the great flights with BA when he went to England. BA and customer service mix about as well as oil and water.

Ben said...

Nothing like British Airways, you know. The seats are uncomfortable, there is scant legroom, and the television has in-flight movies that get interrupted by static every now and then. They provide the worst kind of headphones to listen to the movie with, where the volume is really quiet. The food is also excellent. I had raw sewage for lunch. My sister tried to convince me it was “Chicken curry”. Just because it’s warm, mushy, and orange, does NOT make it Chicken curry. The steward also offered me a cup of tea, and then realized he didn’t have a cup, so I had to wait for him to get some more. And- have you been in a situation where the tea you’ve been given is scalding hot so it burns your tongue, and so tasteless, yet you decide not to complain about it because you fear otherwise you won’t be welcome to eat or drink anything else? Another admirable thing about British airways is that the blanket they give you it so small, it exposes cold air to your unprotected skin...

OK I did go by economy class, but come on... do any of these problems disappear if I were to choose business or first?

Anonymous said...

Completely agree. It's the slowest airline in the world. They are real snails at check in, totally inflexible and not even friendly.
The planes - even in Business Class - are old, on the dirty side and the food is very mediocre. As I moved to London I have to fly with them quite often you trying to AVOID BA AS MUCH AS I CAN. Just hope they'll go bankrupt as a consequence of the rather poor performance...not any loss to the world.

Anonymous said...

Completely agree. It's the slowest airline in the world. They are real snails at check in, totally inflexible and not even friendly.
The planes - even in Business Class - are old, on the dirty side and the food is very mediocre. As I moved to London I have to fly with them quite often you trying to AVOID BA AS MUCH AS I CAN. Just hope they'll go bankrupt as a consequence of the rather poor performance...not any loss to the world.

Anonymous said...

If you think BA are bad, you should try some other airlines!

All of the problems listed here can and are experienced on pretty much every other airline in the world.

BAs discount tickets are no different to Virgin, AAs etc in the same, their chabge and cancellation policies are also no different.

You can say you'll "never fly on BA again" but you'll soon enough be saying it on another carrier too, if you fly it with any regularity.

Check the terms when buying your ticket, if you think you may need to change it, ensure you've bought a flexible ticket.

Also invest in some travel insurance, half of the issues here would be resolved if you did so.

Full disclosure- I do NOT work for BA, I do however work for another airline, who are no different (and in fact worse in their reactions to irregular ops, due to the size)

Believe me if things go wrong, BA deals with it better than most, just check the T and Cs of what you're buying and ensure, you're insured for the worst (if you've not got a flexi ticket with the airline)

Packers Fan said...

Sadly, BA will never go bankrupt because of all of the ridiculous fees they charge for everything such as dealing with lost luggage and rebooking flights because your original flight got cancelled. In fact, if anything, they'll buy all other airlines and they will be THE airline.

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