British Airways - the customer-non-services
OK - we all know that luggage gets lost, we all even accept that the chance exists that we might never see that again. But no paying passenger that flies over 150 000 miles per year with the OneWorld alliance would accept that simple questions remain unanswered, and that callcenters are outsourced to companies that destroy the positive image of a complete airline-alliance...
- Remark: as our initial flight had a delay, we had to run to catch the plane from LHR to BRU.
When arrived in BRU, only 1 of the 3 pieces of luggage showed up. - And so the next day, I call the call center of BA bagagge handling and have a lady on the phone that barely speaks english - thanks god I can spell numbers in spanish,so she understands the reference. When I ask her what will happen, she starts to get in defense. Sorry that a customer, who flies with BA and AA for over 150000 miles a year, asks what service he will be expecting. I smash down the phone.
- In the meanwhile, the second piece of luggage of a colleagues is delivered at her place. The only missing part still is my stuff...
June 27, 2011 at 17:11
Twitter DM:
@BritishAirways to me:
Apologies for the lost luggage. I'll look into it & see if I can help...pls advise your baggage tracing/claim #?- June 27, 2011 at 17:11
Twitter DM:
Me to @BritishAirways:
BritishAirways: tx for reaching out, really! - claim brubaXXXXX, aaXXX, should have connected to BAXXX, but delay change to BAXXX. - June 27, 2011 at 17:48
Twitter DM:
@BritishAirways to me:
Hi, we need more info...pls advise your PNR (booking reference). Did you file a lost bagge claim? The # you advised is not coming up. June 27, 2011 at 17:54
Twitter DM:
Me to @BritishAirways:
BritishAirways: confirmation XXXXXX, the claim-document I have received gives BRUBAXXXXX as claim-ref. My luggage tag is AAXXXXXX. Does that help?June 27, 2011 at 18:07
Twitter DM:
@BritishAirways to me:
yes, thanks. We are investigating & will advise. We appreciate your patience.- --- Silence ---
- June 28, 2011 at 13:17
Twitter DM
me to @BritishAirways:
news on lost baggage? approaching third day without proactive communication/info from BA... + advice on how to claim compensation - And then I make another call to this super callcenter in spain. As the person on the phone can not answer to:
1 - what procedure is now followed
2 - how can I get compensation for the items I must replace urgenty
I ask to speak to a supervisor. Seems like a pretty straight forward request in a callcenter... He answers me that this is impossible to transfer. So I ask to be called back by the supervisor: not possible.
I feel now like being pissed on by British Airlines... - June 28, 2011 13:24
Twitter DM
me to @BritishAirways:
just called BA callcenter spain 4 baggage - guy on phone could not help, asked 2 speak 2 supervisor. Was told : impossible. is this joke? They never even answered this DM....
