British Airways Complaint - Intolerable 7 Hour Flight From Hell On British Airways
We have just completed air travel from Heathrow to Baltimore Washington International on BA Flight. We were literally held hostage on the plane by a single mother from a foreign country with 3 children who were totally out of control during the entire flight and made it impossible to sleep, or enjoy the in-flight entertainment due to the excessive crying as well leaving their seats and running up and down the aisles. We were seated in exit row seats across the aisle on the left side of the plane and they were seated in the center section in the emergency exit row. (Since they were seated and blocking the exit row, I believe this was a potential violation of airline safety.)
When the plane landed our immediate objectives were to escape from the untenable dilemma, seek peace and solitude in the terminal, get our luggage and return safely home. To add insult to injury we could not accomplish every goal since the airline lost our luggage and we went home without our personal belongings.
I am a devoted family person and recognize that children cannot be controlled every minute of the day. In fact, other small children
in the section were not a problem since the parents monitored
their behaviour. However, we were confronted with a single parent who was clueless about parental control and did not seem concerned about their discipline nor their safety on the plane. The kids were running up and down the aisles and two of the younger children (approx. 1.5 and 2 years) were crying incessantly in alternating patterns throughout the entire duration of the trip. In addition, they nearby restroom were a diaper changing area with her baby wipes and the smell of dirty diapers. (We were seated directly in front of the restroom).
The staff made feeble attempts to keep the children in their seats and on a number of occasions corralled the toddlers back to the safety of their buckled seats. But after time it was apparent that your staff either was not up to the task of controlling the situation or totally failed to recognize the impact this situation created and avoided this section of the plane for much of the flight. I am sure many of the other passengers suffered the same effects.
After several complaints to the staff supervisor offered to have the seats changed with other passengers to a central - more cramped area in the back of the plane. Having suffered with little leg room
on the way over we were reluctant to trade one set of problems for
To add another insult to injury the air temperature on the plane was so cold that I was wearing a golf jacket, gloves and two blankets. And it took considerable time for the staff to respond to our personal needs to get additional blankets and talk to the Captain about raising the inside cabin air temp.
The British Airways staff cannot cope effectively with developing personnel issues (such as controlling children and insuring passenger comfort levels) things can go downhill very fast and turn an otherwise fantastic journey into a "trip from hell". It seems to me there should be limited to infant and small children brought on board by a single adult passenger, or at the very least a special children only seat area specified.
We spent considerable money to travel on your airlines and feel that we did not get what we originally bargained for, i.e., quality passenger service from an experienced international jet service. Instead we experienced the emotional distress of listening to children crying for the entire length of the trip on a 7 hour flight, suffering through hours of frigid air temperatures and not having our luggage to take home with us.