On date 31st Oct 08, I and my mum were boarding a British Airways flight BA209 to Miami; a BA staff (who was about 6 foot tall) bullied and discriminated us. At first he approached my mum and intended to check her passport but my mum does not speaks fluent English; then the BA staff spoke to my mum in harsh high tones, the BA staff said “How come you does not speaks English? ”. I tempted to interpret for my mum but the BA staff suddenly seized our passports and ordered us to move aside from the boarding queue.
After about 5 minutes standing aside at the boarding gate (Gate B38) the BA staff came back and questioned us in rude manner, the BA staff said “Where do you two live? What is your name? How come your mum is holding a British passport but she doesn’t speaks English? ” then I told him where I live, my name and explained to him my mum does not speaks English. The BA staff handed back our passports to us then I asked for the BA staff’s name but he declined to disclose his name to us. Before me and my mum boarding the flight the BA staff told me off at our back, he said “Chinky”.
Me and my mum felt very offended and discriminated by the way he’d spoken to us in front of so many people at the boarding gate, it was not appropriate for the BA staff to bullied us and urged us to move aside from the boarding queue and stood there for 5 minutes; also the BA staff discriminated us by calling us ‘Chinky’.
The second case was happened on the 12th Nov 08, I and my mum were checking in at the Manchester Airport Terminal 3 (number 61 fast track check in desk) and I requested the BA ground staff to do luggage transfer onto my next flight (from Heathrow to Hong Kong) but she told me off and she said BA does not provide such service and I have to sort out my own problems before I check in. It was unbelievable that BA does not provide luggage transfer service, so I asked the BA ground staff to explain to me why they cannot provide me the service; then she just told me off and throw back me and my mum’s passports to us without checking us in.
I have filed a complain with the British Airways customer service team but they replied me by email with their apology only and the team claimed that they will not take any further action with the BA staff who discriminated us at the boarding gate. I am very disappointed with the customer service team neglecting my complaints as me and my family are frequently flying with British Airways.
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