British Airways Complaint - Vacation nightmare
My husband and I planned for months a once in a lifetime trip to Italy and Switzerland. I started by purchasing new luggage. In May started buying all new clothing for this wonderful trip totaling about $2000. We bought our tickets from British Airways, thinking they were the premium airlines for international travel. Over $3000 for the seats. On September 1st we depart Denver international airport for Rome, we are excited. We land in Rome and learn BA has lost her luggage. We file the lost luggage paperwork, including our contact information, cell phone and e-mail address. We are told we will get it within 48 hrs. We stayed in Rome 4 days making numerous phone calls to BA, getting the constant message, " due to high volume of calls we cannot take your call try again later" never was able to talk to a live person. We check the luggage trAcer web site daily. On the 3rd day in Rome while in a crowded Subway, my husband is pick pocketed and his wallet is taken containing credit cards, drivers license and about €300. Before leaving Rome we purchase a new suitcase and some new clothes. All we ever read on the web site is still tracing. We update our temporary hotel address to Naples for 2 nights, still no luggage and no communication from BA. We update our address on World luggage trAcer to Positano for 2 nights, still no luggage. We again update our temporary hotel address to Florence for 3 nights, checking the web daily, still tracing. Update our temporary hotel address to Verona for 2 nights on the luggage trAcer web site. It is still tracing. We have now been traveling around Italy by train for about 16 days still no luggage and no communication from BA. We arrrive in Geneva for 2 nights and while exiting the very crowded train station we have our backpack stolen containing my husbands passport, i-pad, i-phone, digital camera, rx sunglasses. We immediately go to the police station and file a report. My husband now has no identification at all. We check in to our hotel to figure out what we are going to do. On Friday morning we walk to the US Consolate to see about getting a replacement passport. The web says they are open from 10:00 - 1:00, we arrive at 9:45 to be told by security they are closed today. Doing more reading online learn replacement passports can only be issued at the US Embassy in Bern. Today took the train to the Geneva airport to talk to BA about our travel options, we have to cancel our trip home and buy train tickets to Bern. On Sunday we will take the train to Bern, check in a hotel so we can be at the embassy at 9:30 when they open. While at the airport we inquire about the luggage, well they are still tracing and told us that after 21 days they stop tracing and consider it lost. We asked about upgrading our seats for all of the inconvenience and were told no. File a lost luggage claim when we get home. No apology or anything, it's apparently the way they handle customer service. I really don't understand how the pride of the UK can do business this way. British Airways is worse than the lowest rated regional airline in the US, they at least sub out their customer service to some 3rd world country.