British Airways Delayed Baggage

maximich

Has anyone successfully managed to receive compensation from BA re delayed baggage? They will only pay out what I have spent out on i.e. emergency toiletries / clothes.

Booked a flight with them and paid extra £60 to put luggage into hold. Arrived at destination and no luggage. 7 night stay, in Sicily, bags arrived 2 days later...no communication whatsoever, I had to make umpteen phone calls, emails and after completing online form enclosing receipts had to call them. They are happy to refund my costs but won't pay for any compensation.

I believe I am due compensation, the £60 to put my luggage in the hold, they said they fulfilled their contract by getting my luggage to me albeit 2 days later....

Out of a 7 night stay 2 days were severely distrupted, arrived at very hot and expensive resort with no luggage, no toiletries, spent the next couple of days scouring the designer shops for a swimming costume that didn't cost in excess of 80 euros, not what I planned or envisaged when booking the flight.

I said I'd send a letter to the Chief Executive of British Airways, and the customer service girl said don't bother the complaint will come through to her.....

Basically, they don't care, once they have taken your money for the flight that's it, the service stops.....no guarantee your luggage will arrive, after all they are dealing with hundreds of bags each and every day, quote from customer service girl!

Caz3121

you should be reimbursed for the amount you spent.
had the bag not eventually be transported to you then you may have had a claim for the baggage fee (did you book a hand baggage only fare and then add a bag for £60? it is usually cheaper just to buy the fare that includes a bag)

leylandsunaddict

They should reimburse you what you spent as long as you have receipts. You aren't due anything else. I always put a change of clothes and a bikini in my hand luggage, just in case. It's not like BA have a low allowance. Baggage gets delayed every day. It's part of air travel.

malkie76

Can you explain the £60? Did you book hand baggage only, then add hold baggage ? All BA fares include checked luggage other than the cheapest hand baggage only fares. Or did you book extra luggage for your trip ?

Submit receipts for actual costs - you'll get that back.

Although your contract is with BA it's the ground handling company who has caused the issue which is typically why BA have limited information on your baggage.

gravattt

In May of this year, British Airways 'mixed up' our personal financial details with those of another customer as part of the ticket booking (in the e-ticket confirmation we received, our names appeared as passengers, and my credit card payment details were shown, but against the name and address of another customer?!). Although we were told this was a 'minor systems error that did not affect our booking" it transpired a month later that BA double charged us - taking £2200 from our credit card company twice, and taking us way over our agreed credit limit. Our credit card provider took this amount from our bank current account, as they are entitled to do, and we were left without sufficient cash funds to settle a bill we had been saving for.
I have spent 3 months calling the BA customer service line, writing emails, posting letters, and completing their web enquiry forms trying to get a satisfactory explanation and our money refunded.
I raised the matter as a complaint through the Resolver tool, and have been through 3 escalation levels but heard nothing back.
Tonight I noticed the comments from another MSE member on this thread who had also not heard back from British Airways despite going through the Resolver process - I am wondering if that is a coincidence?
Perhaps Resolver doesn't work for this company - they seem to have completely mastered the art of avoiding responsibility (there is no escalation process available online or via contact centre ) certainly in my experience of many hours trying to do so, all paths lead to the same small and totally incompetent team.

Somehow, somewhere there must be a way in which British Airways can be held to account for its actions and for the terrible customer experiience it has delivered? .. I just wonder if I will ever find it?

CG

richardw

Discuss with your credit card company.

Voyager2002

gravattt wrote: »

In May of this year, British Airways 'mixed up' our personal financial details with those of another customer as part of the ticket booking (in the e-ticket confirmation we received, our names appeared as passengers, and my credit card payment details were shown, but against the name and address of another customer?!). Although we were told this was a 'minor systems error that did not affect our booking" it transpired a month later that BA double charged us - taking £2200 from our credit card company twice, and taking us way over our agreed credit limit. Our credit card provider took this amount from our bank current account, as they are entitled to do, and we were left without sufficient cash funds to settle a bill we had been saving for.
I have spent 3 months calling the BA customer service line, writing emails, posting letters, and completing their web enquiry forms trying to get a satisfactory explanation and our money refunded.
I raised the matter as a complaint through the Resolver tool, and have been through 3 escalation levels but heard nothing back.
Tonight I noticed the comments from another MSE member on this thread who had also not heard back from British Airways despite going through the Resolver process - I am wondering if that is a coincidence?
Perhaps Resolver doesn't work for this company - they seem to have completely mastered the art of avoiding responsibility (there is no escalation process available online or via contact centre ) certainly in my experience of many hours trying to do so, all paths lead to the same small and totally incompetent team.

Somehow, somewhere there must be a way in which British Airways can be held to account for its actions and for the terrible customer experiience it has delivered? .. I just wonder if I will ever find it?

CG

You should start this as a new thread...

If your credit card is charged incorrectly then your first port of call is the card company, to dispute the charge. Under the circumstances you describe the card company would have taken the money back from BA, and so you would have avoided the over-limit fees and other problems that you mention. It is probable that once BA found the money had been taken back they would get someone responsible to look at the case.

I can confirm from my own experience that BA financial administration is terrible and it is impossible to get a sensible answer out of them. Even writing to the CEO does not seem to do any good. I am now in the process of reclaiming money from my credit card.

You might get more helpful advice on the Flyertalk forum.

gravattt

thank you for your advice, about the thread and the mess. - I am not that experienced on forums, and commented as soon as I saw 'BA', so I'll do as you suggest :-)
Is flyertalk a thread on MSE?
Interestingly, it was the credit card company who told us in the first place...

CG