British Airways
Flight Delays and No Help

Today (22 Jul 10), my wife, who is 5 months pregnant, and I traveled on flight BA910 from Heathrow Airport, London England, to Frankfurt Airport, Frankfurt Germany. We live in Germany and were visiting the U.K. The flight was heavily delayed, with all passengers waiting on the plane for nearly four hours until take off! The flight was originally scheduled to arrive at 18:15, instead arriving at approximately 22:00. Upon our arrival and passage through immigration, we proceeded to the baggage claim, only finding TWO (2) of our THREE (3) checked bags. Not being able to wait any longer for the third bag to show and fearing that we might miss the last train to destination, we walked to British Airways (BA) Customer Service in the baggage claim. We asked the rep what BA could do for us if we missed the last train to Mannheim due to the delay. She informed us in a completely unsympathetic manner that BA's obligation to us was fulfilled and that BA would do nothing for us. She explained that the contract we had with BA was only to provide us transportation from London to Frankfurt, once that was completed BA had no further responsibility. When we explained that the contract was to get us to Frankfurt by 18:15, 22 Jul 10, not 22:00, 22 Jul 10, she simply shrugged. We left the BA Customer Service desk and made our way directly to the trains, barely catching the train. We eventually got in at well passed midnight. Completely unacceptable!

Company: British Airways
Country: United Kingdom
Region: England

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