British Airways Complaint - Additional baggage - Long haul flight
I recently travelled from London Heathrow to Wellington with BA/Qantas. I made numerous phone calls ahead of my check in to make arrangements for additional baggage of one snowboard. Both BA and Qantas advised that once I checked in on line I would have the options to purchase a, the additional bag with BA at a 20% discount and b, the additional weight with Qantas. Once on line check in opened I was able to complete the process with Qantas and printed all relevant paper work. Unfortunately the BA on line check in did not give me the option so I was unable to book ahead and get the discount. On arrival at heathrow the BA customer service helper advised I could request a refund on the 20% rate as the on line option did not work. As I had to process the additional baggage I now had to join the long queue. Once at the front I explained the situation and that my flight through to Sydney was with BA and the final leg between Sydney and Wellington was with Qantas. I showed them all paper work for the Qantas baggage. The lady went to seek advice and returned to advise me that she could not check my bags in all the way to Wellington (despite my paperwork for Qantas). To cut a long story short I was advised to collect my baggage in Sydney and check it in to the final leg. At Sydney I was denied entry at immigration as I did not have time to make the connecting flight also, I did not have an entry Visa. I was tired, stressed and humiliated to be turned away! Qantas very much saved the day and the connections counter were very helpful spending time with me (clearly I was exhausted from the long haul flight) and they recovered my bags and got the checked in. They commented that BA should have accepted my paper work and that at the very least they could check the bags all the way and Qantas would have dealt with any problems/additional bag queries/other questions direct with me. I have complained twice and received an apology via email which I appreciate but no refund on the 20% baggage cost or anything else to compensate me for time and stress. Long haul travel alone is tiring and difficult enough without this poor advice. I am very unhappy with the response.