British Airways blatantly lying about lost luggage and nowhere to get information

dianealagar

I have recently experienced disgusting treatment by BA with regards to a whole plane's luggage simply not arriving with the flight from Mumbai to London Heathrow

My key complaints are:
1) The flight was delayed by 3 hours due to a technical fault with the cargo loading. However, having sat on the plane for 3 hours (not pleasant as there was no air conditioning) we were reassured by the pilot that the issue had been resolved
2) As we landed at Heathrow, the pilot then informed us that "some baggage had not been loaded" due to the technical hitch - a surprise and naturally we all then were concerned about which bags did or didn't make it
3) Arriving in the baggage handling lounge with no information, we were then told that NO luggage at all had been transported, it was all still stuck in Mumbai and that we all had to fill in forms to get our luggage. We were also told that the bags would arrive the next day between 12 and 5
4) Having waited in between 12 and 5, (and with no information on the baggaging tracing part of the website) I then telephoned BA, was on hold for 15 minutes but finally got through to a customer advisor. He said that there had been delays as they had to process 400 bags but that it would still arrive before 10:00 pm

This did not happen!

I would much rather BA simply give a more realistic timeframe rather than keep being told inconsistent information. The most annoying part is having to wait around the house all day for a bag which simply isn't going to arrive and there is no way to get any information - no email alerts / text / website information. Coupled with the fact that the customer service helpline closes at 8:00 pm - no wonder the advisor uses a deadline of 10pm as you can't then speak to anyone.

It's certainly put me off flying with BA again, that's for sure, they have absolutely no respect for their customers.

Diane

malkie76

What would you prefer them to do? Bags are in the process of getting to you - unhelpful, but it happens.
Where are the blatant lies?

2sides2everystory

...technical fault with the cargo loading. However, having sat on the plane for 3 hours (not pleasant as there was no air conditioning) we were reassured by the pilot that the issue had been resolved ...
2) As we landed at Heathrow, the pilot then informed us that "some baggage had not been loaded" due to the technical hitch...

Duplicity is a particularly nasty form of lying especially when it is by the person in charge of the plane and started before the plane left. It involves deception. Deception is blatant lies. Anyone who resorts to using the word 'process' to deflect from the obvious is probably a seasoned practitioner. Need anything else explaining AFA?

hxm

Sorry to hear of your problem. Don't hold your breath waiting for an apology from British Airways. In my experience, they are not very hot on customer service, and not good at dealing with valid complaints. They really don't care at all. Because of this, along with the ever-present threat of strikes, I would never choose to fly with them again unless their fares were significantly cheaper than anybody else on the route.