British Airways - Very Bad Customer Service and Airport Agents
Airlines - Complaint
APEX, NORTH CAROLINA -- Students who are flying to the United States should be aware of the rip off by British airlines agents at airports. I bought a ticket through British airlines from Mumbai - London- Raleigh. I called British airlines customer service weeks ahead and a day before my flight journey to make sure that students traveling to USA FOR THE FIRST TIME FROM SPECIFIC LOCATIONS are allowed to carry a third checked in baggage.
I requested in writing to avoid any unforeseen complications at the airport, but the customer service agent said, " We do not have any provision to email you in written at this time, but I assure you that if you show your I-20 and screen shot of our website where it stated that students are allowed to take an extra 23 kg checked baggage at the British airlines check in counter, you should not have any issues". I had no other option to believe what the customer care said, which was my BIGGEST MISTAKE TO TRUST BRITISH AIRLINES. At Mumbai airport, I was tortured by the adamant agent to pay for the 3rd baggage. I tried to convince them by narrating the prior story with the customer service, but they were adamant, rude and not ready to even hear what I was saying. My flight is in 1.5 hour and I called my sister in the United Stated to talk to the customer service and pay for the 3rd baggage with a credit card as I was having insufficient funds to pay for the baggage and the internet service was down at the airport. All in vain, even the customer service said that they cannot accept any payment 3 hrs before the flight departure. No option left to pay, I had only one choice left, to trash all the contents of the suit case at the airport and take the flight or miss the flight.
Finally, after 2 hrs of struggle, after realizing that there was no means to do the payment due to the lack of internet service they let me board the flight. Therefore, I advice students think twice before they purchase tickets through British airlines. I want to make sure that the British airlines agents working at airports and customer service know their basic rules regarding baggage allowance and what message they are conveying to passengers. I am filing a FCC consumer complaint against British airlines to make sure that this will not happen to any other passenger, especially students traveling for the first time. I hope this incident will awake British airways officials and take necessary action to train their agents and not to mislead passengers.
NOTE : this is from their web site. http://www.britishairways.com/travel/studentoffer/public/en_in
Special offer for students
Studying abroad is once in a lifetime opportunity and as you get ready to embark on a new journey of your life, we along with our partners have carefully handpicked special offers and privileges to make this a journey of a lifetime. We hope you will make the most of it.
Excess Baggage allowance of 23 kgs*
British Airways gives you an extra 23 kgs of baggage allowance when you travel abroad for studies just to make sure that when you arrive in a foreign land, you will have everything in your suitcase to make you feel at home.
* offer valid from Delhi, Bengaluru, Chennai and Mumbai only.
The excess baggage allowance is valid on bookings made in all cabins.