British Airways Complaint - Lost Bags, Stolen Goods, Poor Service!!
I recently flew with British Airways from France to Canada, via London Heathrow. I have flown with British Airways before and been satisfied with the service recieved. However my experience this past time was a much different story and I will never be flying with BA again. The company lacks basic customer service, not to mention business ethics.
Upon our arrival at our destination we found that one of our bags had to made it. We were somewhat understanding of this as airports are busy places and accidents can happen. However the events that were to unfold over the next 2 weeks made this a very differnt story. At our destination we were given a standard form letter outlining procedures, first needs compensation rates and contact numbers. Following the receipt of this letter I was given 4 differnt quotes as to what we would recieve for first needs compensation. In addition 2 of the numbers of the letter did not work. The third number was forwarded to an answering machin because " due to the high volume of baggage claims we are unable to answer your call. If you have receipts to claim please fax...." The only number I could get through on was the central tracing number and they had no idea what was happening with our bags. In addition, they did not have our contact details correct. I had to correct them 3 times and they still were not right. When I phoned the BA counter at our destination I was complaining and the CS agent told me "it was not her problem" This is only a small portion of the poor customer service I received, but this list is far too long to include. Overall the service I receievd during those 2 weeks was appaling at best! To me it seems they do not care about their customers, or talking them. However, the story does not end there.
Almost 2 weeks later I recieved a call from a courier company to tell me my bag had arrived. No one from BA could even be bothered to call and tell us they had found the bag, nevermind that it was being sent, or had arrived. When the bag arrived the next day we were shocked to see that it was not our bag, but a completely different bag. It had the original baggage tags, but it was not the bag. When we looked inside we saw our belongings, but when we looked closer we saw that most of our stuff was missing. Over half of the clothes had been taken, all the shoes and the documents. A few pieces of paper had been taken out of the folders, but the main folders with ALL of the documents were missing ( I will add here that, had I been able to carry these on board I would have, but the limit is 6kg and these weighed almost 4). The rest had been neatly placed in the new suitcase, as if for good measure, or like we may not notice. When I examined the baggage tags from tracing I noticed there was one from the 19th of August, the day after we flew. This means that the bag was picked up on tracing the day after we flew but no one contacted us. However there was another tag for the 27th of August, the day before it was flown to Canada. My question is where was the bag for 8 days. The answer....being rifled through by an employee who thought best to take what was not theirs. That is no accident.
The upshot of it all is this has not even been acknowledged by BA. No phone call, not letter, no comensation, NOTHING. In my eyes it is more than bad business, it is bad ethics on their part. I have not yet given up and am giving it to a lawyer. This is theft on their part and I want to be compensated. I have given them countless chances to contact but NOTHING.
My advice...DON'T EVER FLY WITH BA! I know myself and anyone I know won't be.