Complain about a product or service

British Airways

Rebecca of Johnson City NY (07/16/08)
I bought a plane ticket for my husband in June of 2008. I called BA customer service prior to doing so as I was concerned that the price had gone up considerably and wanted to discuss this matter. When talking to the customer service rep., I was assured that the prices would not again come down due to the economy and this was the lowest price I would get. I bought the ticket. I looked on line later and found the ticket at a much lower price-about 150.00 less.

After trying to get through to BA Customer I finally succeeded on June 27, 2008. When talking to the rep, I was instructed to file a claim with Customer Relations who would be able to credit back the difference. I again did as I was told and have only had communications telling me to be patient. On July 15, 2008 after being extremely frustrated at the lack of response from BS Customer Relations, I again contacted Customer service. I spoke to a pleasent customer serivce rep. who informed me that the avereage turn around time for Customer Relations is 4-6 weeks. Next I was told that I should have never been sent there any how as this was a pre-flight issue and they are handled by the customer service supervisors. When I had all my flight information in front of me, she instructed me to call back and talk to a supervisor who could then issue the credit for me.

I called for the last time on Juky 16,08 and finally spoke to a supervisor. All the supervisor could tell me was that he was sorry for all the mis-information on behalf of British Airways, but they would do nothing more. He would speak to the reps and re-train, but it was British Airways policy that they do not compensate for their errors. They would not credit the difference in the ticket prices, they would not offer a coupon for discounted flights in the future, they would not offer an upgrade, nothing.

I asked to speak to a manager above the supervisor to whom I spoke, and he refused stating that there was no one above him. Having been plagued by the horrible service on British Airways I am not looking forward to having my family fly on this airline. I cannot believe a large company such as British Airways would allow their employees treat the customer so rudely and do nothing about it.

Su of Cambridge MA (06/07/08)
We were originally booked on BA881 from Moscow to Heathrow, with a connecting flight to Boston, MA, USA (BA213). These flights were scheduled for Sunday, June 8, 2008. When we attempted to check in online on Saturday, June 7, we found that British Airways had cancelled BA881 and rebooked us onto a flight that arrives at Heathrow well after BA213 is due to depart. British Airways had not notified us of this change, though they claim that the flight was cancelled in April 2008.

British Airways also made no effort to reroute us on any of their partner airlines. The only solutions they offered were either to cancel the reservation entirely and issue a partial refund, or to rebook us onto the same flights the following day (Monday, June 9, 2008). I should note that our original outbound flight (Boston-Heathrow, May 20) was also cancelled by BA without our being notified. In that case, the flight was cancelled then reopened, but we were not rebooked onto the reopened flight. Again, BA had not notified us of any changes to our itinerary.

Gillian of Poway CA (05/27/08)
In November 2007, my mother and I booked two seats on flights from San Diego CA to London (via Los Angeles)for an 8-day round trip beginning March 14, 2008.

Unfortunately, on the day of the planned trip, my mother was in the ER and was unable to travel. The doctors told her not to travel for at least a week and so we tried to reschedule our flight with British Airways for the following. However, they were fully booked and we were unable to get the flights we wanted.

In attempting to reschedule the flights with the airline, I was talking with Reservation Agent Jessica, who advised me to completely cancel the tickets, since there were no available flights for our required dates, and request a refund from the airline. She mentioned that, since my mother was unable to fly due to a health matter, there would be no problem in getting a full refund. She also advised me to fax the appropriate paperwork from the doctors to BA, prior to the time of our first scheduled flight,saying again that there would be no problem in getting a full refund. I followed her instructions and the fax was sent within the hour prior to flight time.

Other than one email advising us that we were entitled to a refund of taxes only, British Airways have thus far ignored our correspondence and requests for a full refund. At this point, they are not responding at all to us and we have tried on several occasions to contact them.

We are currently $1775.98 out of pocket and have received no further response from BA during the past two-plus months, other than an automated fax receipt.

I have contacted my credit card company but they cannot help in this situation as we are more than 90 days out from the time of booking, on November 27, 2007.

Dana of San Francisco CA (05/19/08)
On a return flight to SFO with British Airways from Milan, Italy, via London Heathrow, my famliy's 4 bags plus a baby stroller were lost. When we arrived at SFO we, along with about 20 others from flight BA 285 on April 12, 2008, were without any of our luggage. The difference for us was that they did not even have a trace on any of our luggage. We possessed the baggage claim tickets, yet none of our claim numbers registered in their computer system. It was as if our bags were never checked.

The lost bag agents told us they had no idea where our bags were and all I could do was continue to check the status of our case file number (SFO BA 28927) online or by phone. I checked twice a day online and by phone which always resulted with a no information message about our bags. By the 5th day I finally reached an agent, as the voicemail number I called and left messages at never resulted in a returned phone call. On that day I was informed that one bag had been found and would be delivered. The next day our stroller was delivered.

This means my husband and I and our 5 year old and 15 month old who had packed for a 21 day trip were getting by on about 2 pairs of underware, socks, undershirts and a change or two of clothes. Most all of what we own in the way of clothing was packed for this trip. I also was without face cleanser & moisturizer, shampoo, hair gel. My husband without any shaving sundries. But in giving BA the benefit of the doubt I waited to purchase anything.

The day after the stroller arrived another bag arrived. It had been packed with wine. Upon arriving at our home, the bag was ripped open and a bottle of Barolo wine worth about $100 was missing. I was advised by a reservation agent to file a claim. I was also advised by 2 different agents to go ahead and purchase the essentials we needed, since they still had no trace on our bags which meant I didn't know when or if they would arrive, and that we would be reimbursed. At this point we were at least 7 days without any bags containing clothing or sundries.

After 2 weeks all but 1 bag had arrived. This one bag is now classified as lost. I should add that each time I called to speak with an agent about the status of our bags each agent had a different explanation of the status. The bags that had actually arrived to my home were not even logged as having arrived and furthermore, the baggage claim number for each bag was never logged upon arriving at SFO. So I could never know exactly which bag was missing, had arrived, etc. Even when finally filing a claim for the reimbursement of expenditures, which I was advised to do by several agents, I could not accurately report which bags had been delayed and which was still missing.

In this whole process it was never possible to contact customer relations by phone but only by email or fax. The reservation agent, not being customer relations agents, were limited in their knowledge and authorization of this matter. Once I filed a claim for the costs incurred in the 2 weeks we were without our bags, for undergarments, cosmetics, etc, I then followed up with faxing the receipts that totaled $355.

Mr. Rick W of the Customer Relations department informed me that it is the policy of BA to not cover any costs incurred for delayed baggage if the delay occurs when you are arriving in your home country. In 2 weeks of speaking with agents this was NEVER MENTIONED. I expressed my outrage since BA agents told me I would be compensated and advised me to buy what was needed. Furthermore, I bought the items I did because we truly did not have the back up surplus at home that BA assumes we did. It was an inconveinence to have to go out and buy these necessities after returning home form a 21 day trip with 2 small children and then having to return immediately to work and school and keep up with the lost baggage process and not even have enough undergarments to get us past 2 days at a time or shoes for my 5 year old who returned home in sandals and had her tennis shoes in the delayed bags. Despite my appeal, Rick of BA is not willing to reconsider.

Additionally, I filed a claim for our one lost bag of which the contents were valued at a total of $1680.00. I submitted a detailed list of the bag's contents and their values. These were the purchase prices when they were bought years ago. The current value to repurchase them would be much higher. Additionally, some items could not even be replaced based on sentimental value and on the fact that they were puchsed during travels which most like will never happen again. So I was contacted by a Customer Realtions agent on Wednesday May 14, 2008 who informed me that I would be compensated the full amout within their legal limitations of $1630.00. This was despite the fact that I was not able to provide BA with any receipts for the contents of the bag. I expressed that it was unreasonable to expext to see receipts for items that had beed puchased of the course of many years (many of the items were things left behind in a move from Italy to the US from 3 years back). Today, May 19, I was informed by Rick that I would be compensated only $815.00 due to a lack of receipts for proof of value and due to decreased value and wear and tear over time. I requested an appeal and to speak with a manager and I was then advised that the management supported his decision and that the case is closed.

I am out a total of $1200.00. And I have spent at least 5-7 hors dealing with this situation and dealing with ery rude customer relations agents.

Ahmed of Sheraton Heliopolis OTHER (05/11/08)
I was supposed to travel from Cairo to London today 12 May 2008 on BA0145, I have followed the online check-in process, I got my boarding pass from the BA by Fax, I had no luggage so I went to the airport 45 minutes before the departure, exactly 7:50AM Cairo time, the security officers insisted that I need the counter to proceed with the check-in process, I have tried to convince them that I don't need the checkin or issuing any boarding pass as I have no luggage, and I have my boarding already with me, they sent me to the BA office in Cairo airport, that was exactly at 8:05AM, there was about 30 minutes before the flight departure,

the BA officer told me she can't let me go into the aircraft as I was late, I have tried to let her understand that I have no luggage, I had already done the online check-in, and I have got my boarding pass by fax from the BA, she insisted that nothing in her hands, and she offered to change my flight to the next day, even she asked me to pay a penalty for being late, then she told me that is all she can do and if I need to talk with anybody else I have to go to the head office and she gave me the address,

I went to the head office, and they have repeated the same, even if I have done the online check-in I need to go to the counter in the Cairo Airport and go through the normal check in process.

Questions: 1. What is the benefit of the online check-in if I have to go through the normal check-in process? 2. If you have sent me a boarding pass by fax then whey you didn't mention that this boarding pass is useless and I need to go to the airport two hours before the departure time? 3. Who is the responsible for all the losses that I have encountered of not being able to travel today? 4. I am really disappointed with the way BA officers handled my situation.

Charles of South Williamsport PA (04/06/08)
I flew from Phila airport to France on oct 2nd 2007, upon arriving in HeathrowI found they had lost my luguage, I filled out the report where they told me to tell when I arrived at france which I did.

1 week later my luguage was found but to my suprise when I got it there was some womans stuff in the bags instead of my own, I then called france ba they told me to call uk well needless to say after a week of phone here or there I finally got someone to tell me to call the states. Well I call the states and tell them what happened and asked them what to do with the womans stuff ( perscriptions also) they said simply ( keep it) I said what there are perscriptions then she said oh well hmm take it to the airport then.

then they told me I needed to fax a list of stuff lost which I did they said up to 8 weeks I would hear something. * weeks rolls by and nothing I call and call and call only to be passed around and ignored and told to fax or write because no phones so I could not find out anything. I then got frustrated and emailed which they replied I needed reciepts so i sent them and of course nothing,I called and was told they would be in contact and called again and told well was nothing they could do, so their neglance cost me alot of money and I refuse to ever fly with them again.

I had lost christmas gifts, clothes, and things I needed for the trip only to get a pat on the back saying oh we are sorry. I spent a ton in international calls wasted alot of my vacation trying to resolve plus the money I had to put out for new items to replace all that was lost. I also feel for the lady who had her stuff in my bags especially the perscriptions, British airways is by far the worse airline I ever been on and I will not ever use them again, I lost alot of money and time thanks to them

Ad of Goes OTHER (02/21/08)
On the 3rd of November 2007 I retuned from Plymouth UK and had a stop at London Gatwick. I had to wait 4 hrs for my connected flight to Amsterdam. That flight was cancelled within the last hour before departure. As the later flight to Amsterdam meant that I could not make it home I volunteered to stay in a hotel at Gatwick for the night. Funny enough everybody from the cancelled flight could join the second fligt and staff assured me that BA staff would take care of me in Amsterdam. They would either arrange a hotel for the night or pay me a taxi home.

Arriving in Amsterdam at around 22.00hrs including getting myluggage and through customs there was no BA staff at the airpot. At that point I had to make my own descision and took a taxi home costing 285 Euro. In a letter( receit inclosed!!) to Bremen I asked them to please return the costs. In the return letter they offered me a travel voucher worth 75 Euro!! valid for a year! I have returned the voucher explaining that I never travel BA,except once every 3 years for a company course. I also explained that this was not what I was promised by BA staff at Gatwick.

Instead of me getting my money back BA is making me an offer so that they get their money back. I just received an answer!! They are very gratefull for my time I have taken to explain my concerns and are looking forward to welcome me on board again soon. Please avoid BA if you can.

Lou of Potomac MD (01/28/08)
I am, at this time attempting to aid a political refugee with limited funds and knowledge of the legal system. He traveled on British Airlines (BA) back to his home land at great expense, and July 6, 2007, on a return flight to London to visit his sister from Sierra, BA lost his luggage--forcing him to buy new clothes and suffer without his personal items for an extended time. One bag was not returned until he got back to his home, another bag not returned for 8 days. He has filed several complaints with BA, and I have filed at least two complaints for him, seeking compensation without any results. Eight months have passed, and we just received an additional letter from BA asking us to file yet another lost baggage claim making that our 4th attempt. There is no one I can talk to who will settle the claim; I have made at LEAST 12 calls and one call to London, as well. We would like to arbitrate this claim and require advice and or help with this matter.

Medications were not available causing him to become ill. Emotional distress due that he has very limited resources to pay for new clothing and items needed for his travel. The claim asks for compensation for items purchased.

Amy of Scarborough OTHER (12/05/07)
My mother went on a 2 weeks holiday to attend a relatives wedding ceremony. She left November 26, 2007, on British Airways; unfortunately her baggage did not arrive to the specific destination that it was supposed to. Until now, December 5, 2007, my mother has not receive her lost luggage. She is so upset that she couldn't enjoy the wedding ceremony that she especially went back home for. She had her clothes in that luggage that she was going to wear at the wedding, and Christmas gifts that we all sent for our relatives and cousins. They are all gone. My mother has been calling every single day for her luggage's whereabouts, but no one could help. I want to know how such a big airline like BRITISH AIRWAYS could not find luggage for 2 weeks? What is taking BRITISH AIRWAYS so long to find something? When we send off our luggages into cargo, there are sticker tags attached to the luggages with our names and such information, is there not?

I am very angry that my mother is thousands of miles away without her luggage and clothes for 2 weeks. She is coming back on December 12, 2007, which is next week. And who knows where her luggage could be? This is utterly UNACCEPTABLE.

Angela of Covina CA (08/02/07)
British Airways lost luggages - we had to travel with no luggage and now we are home British Airway still can't find them, it has been a month!!! The website doesn't tell anything, all people in the Florida office can't help, all they could do is ask the airport to find it. Don't understand why a major airline can stay in the business in this manner. They just don't care about the customer.

R J of Baku (05/21/07)
On Friday the 18th May my wife and booked in at Edinburgh airport for the 15.15 flight to LHR and on to Baku on the 2105. The 15.15 was delayed but the BA staff at the boarding area said they would try to get us on the next flight. We did not get the next flight because they only took people with hand luggage. When we finally arrived in LHR and were transported round to terminal 1 we missed the flight in spite of the ground staff telling us to hurry. When we arrived at the gate we were told we had already been removed from the list.

Lesson 1 make sure you get the ground staff to check the computer records. We were advised to arrive at least 3 hours before flight time the next day to ensure that our bags could be retrieved from overnight storage. We then spent a pleasant but unwelcome night at the Hilton.(getting back to Baku one day late cost me a days pay). After a lengthy check in time we arrived at the gate to be told that one bag was there and the other was “on the way� but guess what, we arrived in Baku one bag short. This was in the early hours of Sunday the 20th and I finally got my bag back on Wednesday the 23rd. Needless to say the bag while in the hands of the Azeri ground staff had been rifled and my medication in the form of two months supply of tablets had been stolen.

Lesson 2 don’t put anything you can not afford to loose in you suitcase. I work for a British company in Baku and there have been numerous occasions when colleagues have lost items from bags that had been delivered late.

It all added up to a very frustrating and expensive exercise which I would not like to repeat. So Lesson 3, in future look at an alternative airline for my visits to the UK

Stephen of Somerset NJ (02/28/07)

I made a travel reservation for a flight to Johannesburgh, South Africa on the British Airways website on 09/01/2006 and did not intend to purchase the ticket at the time, but due to a technical glitch on the web site, it erroneously converted the reservation into a booking using the credit card information I had provided for the reservation. I called the customer service desk within an hour of the error to rectify the problem. The customer service representative I spoke to confirmed that since Johannesburg is a card sensitive route, the booking should not have gone through on the internet, and asked me to leave my contact details for a supervisor to call me back to resolve the issue. I have not heard back from British Airways since then, and the amount in question has not been refunded to me. As a result, I contacted customer service again on 12/01/2006 and the representative advised me to fax in a written request to initiate the refund claim. I faxed in the refund request on 12/05/2006 but had still not heard anything from the airline as of 2/28/2007. When I called for a status on the update, they are now telling me they cannot refund the amount back to my credit card but can only give me a travel voucher to use on a future flight. But since the original reservation was for a vacation, and I don't intend to fly back there, a travel voucher will be useless.

The ticket amount of US $ 2,508.97 that was erroneously charged to my account on 09/01/2006; plus interest charges incurred on the balance on my credit card since the transaction date.

Melanie of San Diego writes (4/19/02):
I'm appalled at how British Airways treats injured people. I am writing on behalf of my mother-in-law, Maureen G, regarding yesterday's, 4/18, BA flight - 2774 from San Diego to London.

Unfortunately, Mrs. G broke her leg on Tuesday, 4/16. After consulting with an orthopedic surgeon, it was determined that she could fly home safely, under the condition that her leg remain elevated during the flight. After the accident, I telephoned (via Balboa Travel) our company's BA Sales representative, John Cook, to inquire about a complimentary upgrade. Mr. Cook indicated to me that it wouldn't be a problem - as business and first class was wide open. He said he would note the record, and to ask the station manager to check it when Mrs. G arrived at the airport.

Upon arrival, the ticket agent said she would not summon the station manager, and there was no mention of the complimentary upgrade in the record. In addition, I requested a wheelchair for Mrs. G, and that was not provided. Fortunately, American Airlines was kind enough to lend us one. The ticket agent assigned Mr. & Mrs. G to the bulkhead seat in coach. This would have been fine, but they did not provide any means to elevate Mrs. G's leg. She had to rest her leg on Mr. G's knee for the entire 9 1/2 hour flight. Add to that the 2 hour delay on the runway, and you can only imagine her discomfort level.

Mrs. G is a 62-year-old frail woman who had to sit in coach, while a more comfortable business or 1st class seat was clearly available. She asked again at the gate if she could sit in one of the seats, and was told no. More disconcerting, is Mrs. G said she only wanted the seat, and not any food or drink that would have been provided in business/first class. Again, she was told no.

I understand we could have purchased a business/first class ticket, but it is not uncommon for airlines to go out of their way to make sure an injured passenger is kept comfortable. In short, I am VERY disappointed in the way this situation was handled. My only means of course is to make sure I never book another flight on British Airways.

Robert of Gibraltor (2/18/02):
Traveling on a BA flight from Tokyo, Japan, to London Heathrow on the 31 December 2001, checked in luggage at Narita Airport, Tokyo. Arrived at London to find several items from the bag missing. Jewelrey, mobile phone and other personal items. There is no way anyone could have stolen these items as we were with the bag all day. Only when it was taken into BA care it was out of our sight. BA did noy accept that any crime had taken place, only refunded us with a quarter of what was stolen.

Robert should have filed a police report. He could then seek reimbursement from his insurance company.

Michal V of Boise ID (7/28/01):
I sent this letter to British Airways. I have yet to receive a response to this or the other three letters which I sent them.

I have written to your complaints department twice already within the two weeks since I have returned from my trip on your airlines. Each time I have been assured a response within one business day, but have yet to receive one. My complaints are numerous. I’m hoping that your department will address them. I will start by stating that my family and I have flown British Airways often, and have always been pleased with the service and efficiency on all accounts. That is why when I planned my recent trip to Israel, with my daughter, Dana, it was clear that we would fly British Airways. I have regretted that decision ever since!

The first problem was with the tickets themselves. I sat next to my husband as he clearly ordered the tickets for his wife and daughter, spelling both names. This was back in December. The tickets arrived, but made out to Mr. and Mrs., instead of Mrs. and Miss. I called your 1-800 number to see what to do about the change. They informed me that they were changing it on their computer, so that I would have no problems with the incorrect titles.

Two months later, Mr. and Mrs. V received a notice about a change in the connecting flights to and from Boise, to Seattle. Obviously, the name changes hadn’t been done. I called again, and asked about getting the tickets reprinted with the proper titles, and the new flights, since I wanted no hassles at airports, and had plenty of time before my June 15th flight. I was given an address where to send the tickets to, certified mail, and they were received by your office March 12th.

At the end of April, I still hadn’t received the newly printed tickets, and was becoming concerned. I called your office again, and was assured that they would be sent out promptly. In May I called again, and was told that I would receive them by Friday. They forgot to mention which Friday. This went on until I finally received the tickets ten days before my flight. I was less than thrilled. It had taken many phone calls and much frustration until I finally received the tickets. It took you no time at all to take the money out of my checking account back in December! The ticketing process should have been as efficient.

The flight from Seattle to London was long, cramped, and the air flight attendants, on that flight, as well as all of the British Airways flights that we took, were indifferent at best, and sometimes downright rude. That was an extreme change for the worst from past experience with your airline. I don’t understand why on the relatively long flights to London and from London back to Seattle, the planes had one big screen per cabin, which we really couldn’t see from our seats in the back. On the relatively short flights to and from Tel Aviv we had the wonderful video screen per seat, with a nice selection of entertainment. It would have made a lot more sense if it were the other way around.

We had a seven-hour layover in London, before our flight to Tel Aviv. It was raining in London. This didn’t bother me, since we were in the airport the whole time. I didn’t realize until I arrived in Tel Aviv, and picked up my soaking wet luggage, that my suitcases had obviously spent most of the time out in the rain. All of my clothes were wet and had to be laundered. Luckily nothing was ruined. I should have complained immediately at the airport, but it was after three in the morning at that point in time, and my seventy-year-old mother was waiting for me. I just wanted to get her home, and to survey the damage there. I spent the remainder of the night, and part of the morning, doing laundry.

On the flight back, the flight attendants were equally rude and indifferent. On the flight to Seattle, my daughter had a nosebleed. I put on the call light to get some ice and extra tissue. When no flight attendant answered for over five minutes, the woman next to us was kind enough to get up and call one of them. The flight attendant that arrived looked put upon, and ten minutes later arrived with the desired items. She inquired as to Dana’s situation, and stated that she would come back in several minutes to check up on her. I am still awaiting her return!

In Seattle, I was pleased to see that our bags were marked to take off quickly since we had to catch another flight. Two of our three bags arrived immediately. Unfortunately, the third one didn’t arrive at all. I waited until all of the luggage was taken off the plane, which defeated the purpose of having the bags removed so promptly, and then hunted down the BA representative. He proceeded to tell me to go to the main terminal, fill out a baggage claims form, etc. I told him that I didn’t have time for all of that, as I had a flight to catch. He told me just to file the form with Alaskan Airlines, when I arrived in Boise.

I went on my way, and had a wonderful flight with Alaskan, as always. When I arrived at the airport, they knew that I was coming. Apparently someone else had picked up my bag, and only realized the mistake later. My bag arrived on the next AA flight, and they delivered it to my doorstep later that night. Their service was wonderful, all around.

I wanted to make sure to mention that there was one flight attendant that stood out. She was the way I remember all BA flight attendants as being in the past. She was kind, courteous, and really seemed to care. She claimed down a nervous young woman who was travelling alone, and a little afraid to fly, in the aisle in front of me. She was wonderful to her and to all other passengers. This was on flight BA 167, from London to Tel Aviv on June 16th (arriving early on the 17th), and her name was Maria.

One more thing, on this same flight, the captain was proud to announce that the crew was multi-lingual. The flight attendants spoke English, Spanish, French, Russian, Dutch, Italian, Arabic, and Greek. This was extremely helpful on a flight that was 99% Israeli. What about Hebrew? I found it almost insulting that they made such a point of all of the languages, which were spoken, but didn’t even consider that none of them helped the people flying the plane.

All of the flight announcements in the airport at Heathrow were made in English, followed by the appropriate language (Arabic, French, Japanese, etc.) except for our flight, which was announced only in English. Does British Airways follow its governments known anti-Israel sentiments, or are you just stupid? I would appreciate a response.

Wendy of Savona, BC (6/22/00)
My friend's father died on Easter Sunday this year and consequently we needed to get a flight to England from Kamloops on Easter Monday. She was booked onto BA 85 out of Vancouver for that evening but at a huge cost $1,533.00 which inicitally started at $3,200.00. I could not understand why this was so expensive as this was your best compassionate rate and included a 50% rebate. I travel a lot to England and I have never paid a price above $800 so was amazed when your comapssionate was so high.

Anyway we had no choice other than to book it and this was done on my Visa as my friend did not have enough space on hers. We did not know when she would be coming back but were told by BCAA that we must have a return date to get into London. However we were assured that at no extra cost we would be able to change it providing we had a copy of the death certificate. Once my friend got to England and the funeral date was decided etc she followed the instructions got a copy of the death certificate and went to a BA office in England to change the date.

Unfortunately was told that this could not be done without a $200 fee being paid, and the only advice was get back to where you booked the ticket i.e Kamloops. This meant an 8-hour time difference, expense to call and distress. So my friend got back to me in Kmaloops and I went back to BCAA and explained what had gone on. They were appalled by BA's response and did their best to get it sorted but that my friend in England had to go back again to the BA office with the certificate and a file number but she still may have to pay $200. In the end she did get a return flight and did not pay the additional $200 but was very distressed by the experience.

Steve of Leeds, England (6/1/00):
BA have failed to fly me home twice from Bambay to the UK. The first occasion was a family trajedy. I was waitlisted for a few days but had to give up and get a flight with Alitalia. On the second occasion, using the same ticket, they failed to get me home after being waitlisted for over a month.

As a result of this, my six-month ticket has expired and I am stuck in Bombay. Again I will have to pay for another ticket. The staff in Bombay were rude and dismissive. Both they and their people in London deny any responsibility for getting me home.

Alex of Los Angeles writes:

Here is a copy of the complaint which was sent to British Airways: I must inform you about the issue that requires your immediate attention from British Airways Consumers Relations Department, as well as Top Executives of the corporation.

On August 8, Regina L. and her family was discriminated and humiliated by British Airways employee Deborah B. Not only was she rude and humiliating in her attitude, but also she refused to call her supervisor and denied passengers from boarding the airplane.

To elaborate on the details: As all passengers are required to do, the passenger Regina L. and her family arrived to the airport two and a half (2.5) hours before the flight departure time. The Flight # 282 was departing on August 8, 1999 in the afternoon, from LAX Airport in Los Angeles. The family's final destination was Hamburg, Germany.

Regina and her husband are citizens of the United States of America. Their sixteen- year-old daughter Arina is currently in the process of naturalization. (Because, Arina is under age and both of her parents are U.S. citizens, she is entitled to become a Citizen of the United States without a file of her petition).

When Deborah requested travel documents, the family produced their two U.S. Citizen's passports for Regina and her husband, and one Refugee passport (color Blue) for the daughter. Deborah was looking for German Visa in the refugee passport. Of course, Refugee passport (color Blue) does not require a German Visa to go to Germany (based on the information received in German Consulate).

Deborah refused to request and receive a second opinion on this matter, with any authorized personnel in the British Airways, or other authorized personnel. She interrupted a plane boarding for the family with no further explanations and provided the family with Flight Interruption document "Visa Problem".

During the process described above, Regina and Oleg (witness) walked to the Lufthansa Airline terminal, to consult the German Airline's representatives. Lufthansa terminal is located within a significant walking distance from the British Airways terminal.

The Lufthansa representative Zohreh was very helpful. Zohreh confirmed that Refugee passport does not need a Visa to enter Germany. She even called to inform Deborah at British Airways. Deborah refused to act on this information and still denied the passengers. Then, Zohreh at Lufthansa told to Deborah at British Airways to release Regina and her family to the Lufthansa Airline Flight #453.

"If you do not want to accept your passengers and treat them right, I will provide them with a flight accommodations and a service." - said Zohreh from Lufthansa to Deborah at British Airways.

Regina and her family flew by Lufthansa to their final destination and received great treatment. Unfortunately, the multi-hours stress-marathon did not go away quickly. On the first week of vacation, Regina suffered stressful side effects and received medical attention in Germany.

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