British Airways
Customer services

My complaint is about the closure of Heathrow airport and the slow and completely disorganized response by BA due to a little bit of snow. Stranded customers felt a total lack of cooperation between the BA staff and their manner in dealing with such a situation. The helpline provided did not work at all, and through there accounts people said it was a helpline based in India! Otherwise customers are to go on the internet to rebook a flight that did not exist, since all the flights are canceled. What a complete farce! All the time I was stranded on the island the BA assistance staff were providing different unreliable information that made the crisis all the worse. There was no effort to put people on waiting lists for outgoing flights and they obviously did not provide any information over the fact that they had the responsibility to accommodate customers. Heathrow airport is the main base of operations for BA, but everything that was done as a response to the snow situation forces me to understand that BA are unreliable, indifferent over customer ills, and completely irresponsible over their obligations. From this crisis and my personal experiences I will never fly with BA again and when I do come to London, I will never again go to Heathrow airport. The heads of BA and of Heathrow airport should resign due to their irresponsible response over the situation and to their complete lack of compassion to customer’s ills.

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

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