Miserable Customer Service Experience with BA
Mar 16th, 2004 | 05:55 PM
#21
Joined: Aug 2003
Posts: 546
Likes: 0
Here's a recent Air Canada experience...a good one.
Mechanical problems delayed Air Canada's departure for six hours (on a five hour flight) causing a number of us to miss onward connections with a variety of different airlines (meaning that most of us had two tickets - one iwht AC and one with the next airline).
AC provided us with meals vouchers during the initial delay, rebooked our flights with the other airlines, arranged for us to be met at the next airport and taxied to an adequate hotel for overnight, including dinner and breakfast the next morning, and got us back to the airport the next day.
On top of that, when I got home, there was a letter apologizing for the delay and giving me 5000 Aeroplan points.
Now that is customer service !
Mechanical problems delayed Air Canada's departure for six hours (on a five hour flight) causing a number of us to miss onward connections with a variety of different airlines (meaning that most of us had two tickets - one iwht AC and one with the next airline).
AC provided us with meals vouchers during the initial delay, rebooked our flights with the other airlines, arranged for us to be met at the next airport and taxied to an adequate hotel for overnight, including dinner and breakfast the next morning, and got us back to the airport the next day.
On top of that, when I got home, there was a letter apologizing for the delay and giving me 5000 Aeroplan points.
Now that is customer service !
Mar 17th, 2004 | 12:38 PM
#22
Joined: Jun 2003
Posts: 93
Likes: 0
Have to agree with some of the other posters -- BA did nothing wrong here. If Virgin delayed you because they overbooked, then they should be refunding you for the BA flight; but BA gave you accurate information. When you connect with a different airline, you will be treated the same way as a passenger arriving at the airport from their home or hotel -- if you are late, you miss the flight, and the airline is not responsible.
Mar 18th, 2004 | 02:22 AM
#23
Joined: Jan 2003
Posts: 329
Likes: 0
This is from the Heathrow website
"This is the route you will take if you are arriving on a flight at Terminal 3 and departing on a flight from Terminal 4. It will take approximately 60 minutes from landing to get to your departure gate. If you are concerned about making your connection within this time, please speak to your airline at your arrival gate or in the Flight Connections Centre."
http://www.baa.com/main/airports/hea...ons_frame.html
I would also be interested in how you phrased the question when you spoke to BA prior to booking the flight. In other words did you specify that it was not one ticket??
"This is the route you will take if you are arriving on a flight at Terminal 3 and departing on a flight from Terminal 4. It will take approximately 60 minutes from landing to get to your departure gate. If you are concerned about making your connection within this time, please speak to your airline at your arrival gate or in the Flight Connections Centre."
http://www.baa.com/main/airports/hea...ons_frame.html
I would also be interested in how you phrased the question when you spoke to BA prior to booking the flight. In other words did you specify that it was not one ticket??
