British Airways Complaint - Insult to Injury - BA Misplaces Business Class Bag for Over 9 Days and Refuses to Reimburse Expenses
CALIFORNIA -- British Airways misplaced my baggage in transit on a recent business trip to Bangalore, India, from San Jose, CA. I was on American from SJ to London and was supposed to catch a BA connection in London, to Bangalore. My American flight arrived into London late, and consequently, I ended up missing my BA Bangalore connection. My bag, however, had been sent to BA, and BA promptly misplaced it. (A reported 150,000 bags had been misplaced by BA in London Heathrow that week). In the meantime, I was rerouted to Bangalore on Air India, and arrived in Bangalore about 13 hours behind schedule. For 9 days after I had landed in Bangalore, BA had not located my bag (they didn't even seem to know where it was). Finally, they located my bag on the 9th day and had it delivered to me on the 11th day, one day before my trip was to conclude and I was to fly back to San Jose. Of course, all this only after I had wrestled with BA customer service in Bangalore over multiple telephone calls (most of the time there would be no answer – all during normal business hours - and the few times there was an answer, I was put on hold for long durations; there was even a time when I was put on hold and almost immediately, the call got disconnected), and made multiple trips to the airport to track down my bag, all during a hectic business trip!
Since I was without my baggage for a full 11 days after I had landed in India, I had to purchase essential items such as clothes, etc. The BA baggage office in Bangalore asked me to file a claim for my purchases after I returned to the US, and promised that it "will be taken care of, without a problem". After I returned to the US, I faxed receipts of those purchases to BA, asking for reimbursement. A cool 6 weeks later, I got a terse letter from BA asking me to contact Air India for my claim, since that was the airline I had filed my initial claim with, even though the bag itself was misplaced by BA. Of course, the letter had no contact phone number or email address for BA, and no contact information for Air India.
Interestingly, while BA had nothing useful to say in the letter, they had the nerve to say that they hoped to welcome me aboard "a BA flight soon".
Please, dear readers, do yourselves a favor. Never ever travel by BA. Incompetence with arrogance - that is a real hard combination to beat!