BA lost baggage - customer service goes missing too
British Airways has a load of bags it can’t reunite with their owners – that comes as no surprise to me.
Unfortunately, I had the misfortune to be on the receiving end of BA’s lost luggage system last summer and it was absolutely diabolical.
My girlfriend and I flew BA from London to Geneva on a Friday night in late July (before any inkling of the hand luggage terror scare had emerged). Ominously, when we arrived in Geneva my girlfriend’s bag failed to appear. When she told the man at the baggage desk her name and flight number, he looked on his computer and said there was a message from the airline.
He said: ‘I have an apology. There was a mistake and your bag was not flown. It is still in London. It will be flown out on the first flight in the morning and if you leave us the address where you will be staying it will be couriered there by lunch time.’
Despite that promise, what followed was three days of buck passing and complete indifference from BA’s customer service centre.
The problem was that if you lose your bag, BA customer services can’t help, even if a message has immediately been sent apologising and promising it will be delivered asap.
Apparently, they have no way of contacting their baggage department, which is only accessible by customers on one phone number that repeatedly says: ‘We are experiencing a high level of calls, please call later.’ And then cuts you off.
It took more than three days before we got through to that number, at which point a nice man went and found the bag within minutes.
Here are some quotes from BA customer services:
BA customer services: ‘What do you expect me to do. We’re in a call centre – we can’t phone the baggage department, it’s got nothing to do with us.’
BA customer services: ‘Phone the number you were given – if you can’t get through it’s busy, you’re not the only one in this position.’
BA customer services manager: ‘No, I can’t tell you how much a day you can claim in compensation. We don’t supply that information. Claim on your travel insurance.’
So, it came as no surprise that BA has cocked up. After all, if it was losing so many bags that it couldn’t cope during normal operations, it’s no wonder the fog chaos left it stumped.
Perhaps if BA wants to keep up its façade of being a quality airline perhaps it should stop cutting costs, put customer services and the baggage centre in touch, get some more baggage staff, and treat customers with a little more respect. Until then I don’t see any point in choosing them over easyJet or Ryanair.