BA excess baggage charges

arumiat

I was wondering if anyone could give some advice, - it relates to BA's advisors confirming one price for excess baggage and the decision to go with BA made on this basis, and then BA afterwards quoting another (far more expensive) price. Most easily done if I copy and paste the letter that was initially sent to BA and then their response.

Many thanks in advance.
T

Sent DEC 3rd
Dear Sirs,

on the 29th November, between 1800 and 1900 I phoned the British Airways (BA) Executive Club to make an enquiry into additional checked baggage charges for flights operating between London
UK and Perth, Australia. The journey has 2 legs with a stop-over in Singapore, with the first leg operated by BA, and the second leg by Qantas. I specifically enquired as to whether the charges applied by BA for additional checked baggage would cover both the BA and Qantas legs of the journey. I was informed that yes this was the case as the additional checked baggage would be checked at the point of origin (London) all the way to Perth. Pleased with this I went on to enquire into flight specifics for this journey and the advisor confirmed flight numbers (BA0015 and BA7378) for the desired flights. Specific fees for the additional checked baggage if it was booked prior to turning up at the airport were then discussed and which were, as stated on the BA website (insert internet link here), £32 for the first and £72 for second (up to 23kg each piece). It was confirmed explicitly and repeatedly that the additional checked baggage charges could be paid for prior to flying at the normal rate and that they would cover both legs, despite the second being operated by Qantas. I clarified further at the same time whether one must declare additional checked baggage at the time of booking or whether it could be done prior to turning up at the
airport. The advisor confirmed that this was the case. So that there was no scope for misunderstanding I even gave the example of paying for one extra bag at the time of booking, costing £32, and then adding a second at a later date, costing a further £72, and the advisor again confirmed this. Furthermore during the course of the conversation the advisor twice put me on hold to check specific details of my
enquiries. It was on this basis of this information that I opted to I purchase the described ticket with BA online, which was done on the 30th November. After logging into my account on the BA website and
following the links under the “Manage My Bookings”, I was unable to find where I could pay for the additional checked baggage. I sent xx emails to the BA Executive Club (attached), which suggested
getting in contact by phone for further clarification. On the 2nd December, at 1528, I phone BA Executive Club and after explaining the situation to a new advisor, was informed that the previous advisor had given me erroneous information and that
a) extra luggage could only be purchased at the airport at an increased cost and not prior to flying, and
b) I would have to pay both BA’s and Qantas’s charges for the journey. She was unable to tell me how
much this would cost.
Obviously unhappy with this, I at this point requested that the initial recorded conversation be listened to, which I was informed would be done and that I would be called back. At 1605, the same advisor called me back and said that regardless of what I’d been told in the first conversation I would now have to pay full BA charges once I arrived at the airport and that I would also have to pay Qantas charges on top. I clarified whether the advisor had listened to my initial conversation,
and she replied “not me directly”, but that someone else had. I asked her for a copy of the recorded conversation to be made available to me and she informed me that this would incur a fee. I agreed to pay this but after a few minutes of being made to wait on hold was told that the conversation could not be found. Exasperated by the dishonest and misleading information provided by your advisors I requested a full refund for my ticket. I told that this was possible but that I would suffer a cancellation fee of over £300.
In summary: I paid for a service from your organization at a rate that was confirmed by your
own customer advisers. After entering into a mutual contractual obligation for a service at an agreed rate, this rate was subsequently increased in your favour, and the option of terminating the contractual
mutual obligation carried a substantial monetary penalty. This, as I hope you would agree, is not fair, and as I’m sure you’re aware is not legal. I hope that this matter can be resolved amicably by either 1) refunding me the full cost of my ticket 2) charging me at the rate agreed prior to entering the
contractual obligation.

Their response
I would like to apologise for the delay in responding to you.

I am extremely sorry for the conflicting information you recieved about excess baggage charges. I completely understand your frustration, especially as you booked your flight on the basis of the information given. Please accept my sincere apologies.

We fully acknowledge we need to improve our performance in the way we deal with any queries our customers have. This includes looking at our customer care too, as we want to offer a consistently thoughtful service across our business. We have reported your complaint to the line manager so that it can be raised with the person concerned.

We have partnerships with other airlines to offer you more destinations worldwide, so even if you've booked direct with British Airways, one or more of your flights may be operated by another airline. I am afraid, in this case you need to contact the operating airline for information about your baggage allowances and charges.

If you travel with British Airways and another airline during your journey, the British Airways baggage allowance may be more generous and you could be charged for extra baggage by the other airline. Each airline keeps its own independent identity, however, and its own individual policies on areas like the maximum baggage allowance per passenger.

While I appreciate your reasons for asking, I'm sorry we cannot offer you full refund of your ticket or help you with the excess baggage charges.

I know that this must be disappointing but I hope I have managed to explain the background. We look forward to welcoming you on board soon. Received 22/12

Any thoughts/ advice appreciated

jammin_2

With a codeshare booking, the policy of the operating carrier is applicable. So Quantas - not BA. Sadly.

I was in the same situation as you not so long ago. I also asked this question.

malkie76

After entering into a mutual contractual obligation for a service at an agreed rate, this rate was subsequently increased in your favour, and the option of terminating the contractual
mutual obligation carried a substantial monetary penalty.

Unfortunately not - you made your booking online, and agreed to the T&C there - what the telephone operator told you doesn't then subsequently apply to an online booking. Had you read the T&C about codeshares it makes it clear you have to submit to the carrier's baggage allowance, not BA's.

Paying for additional baggage is done through MMB as you indicate, not sure why you can't find it. Should be an option to the right on your booking page, next to 'upgrade this booking' etc.

Why do you need so much luggage?

arumiat

Thanks for your replies, - it's on behalf of a friend whom is emigrating with everything.

Very frustrating, - is there any scope to at least get BA to drop their charges?

Not sure why she is unable to prebook her luggage, I'll ask her to doublecheck but she was pretty adamant that the option wasn't available.

nickyc_2

As your friend is emigrating, it's worth them checking with the airline if they have a different policy for this. My sister emigrated last year & she was allowed double the luggage allowance for no extra charge.