British Airways
Customer service sucks

My one and only experience with them sucked. I went on a trip to Dusseldorf in February with 4 friends, one of whom was a BA employee, and a friend of a friend. It was he that booked this 3 day trip. On the third day my four friends left for the airport before me having not given me any flight details. I followed on the next train and discovered I had missed my flight by 15 minutes. I was then told I had to pay a further 250 euros to get home! Ok fine, I understand the policy about last minute bookings but had the BA employee I was travelling with bothered to give me my return flight details I would not have missed my flight. I was already stressed and amazed that 4 "friends" would abandon me in a foreign country. What if didn't have a card on me, how would I have got home? Would they have cared?

On my return I contacted customer relations, who were quite understanding and forwarded my claim to BA Refunds. BA refunds however, just completely ignored me. Eventually I got a reply which said the flight was not refundable because I hadn't missed it! My point was that I shouldn't have had to pay for it the first place, to which they said it was not their problem. I then relayed this back to Customer Relations, who I have been told, do have the authority to pay a "goodwil gesture" but after two weeks now, I have still had no reply.

The long and the short of it is this:

1. The BA emplyee I was with should not have left me in a foreign country to find my way home.

2. BA are taking the mickey charging me 250 euros for a single flight back to Heathrow, a completely unecessary charge in my eyes.

3. Customer relations and the refunds department are not worth the time of day. They absolutely have no time for us, the customers. You are left with the feeling they hope after time you will just go away.

Well I won't!! Hence I will post this tale on every forum I can find.

My case reference iwith customer relations is 7270723

Chris Smedley

Company: British Airways
Country: United Kingdom
Region: United Kingdom

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