For years I was refused to broadcast the name of companies who deliver a bad experience to me. Today I will break this rule for the first time.
He story is quite simple and because of it, rather shocking. I traveled on British Airways from London Gatwick airport to Barcelona today June 10, 2009. As it happens, my luggage did not manage to catch up with me and somehow stayed behind. British Airways however decided not to ship it to until tomorrow afternoon. The fact that there are plenty of flights to Barcelona today both operated by British Airways and Iberia still did not convince them that it is only fair to unite a passenger and his luggage as soon as possible. When inquired why they will hold my luggage until such later time, they replied that this is their decision. The most I could figure is that they have no other flight from Gatwick and driving my luggage to Heathrow airport or shipping it on another airline will create additional cost for them.
All my pleas that I need my clothing for a major keynote presentation I deliver tomorrow or that my medicine can be very useful to me were met with an iron refusal. Now some of you will claim that if I only was a frequent flyer things would have been different. Wrong. I was a gold Executive Club member for years and now carry a Silver status. That did not help me one bit. Some will claim that may be British Airways offered me to go and purchase replacements (although I am not sure how to replace my medicine in Spain). Think again the answer I received was we cannot commit to anything.
It is one thing if they do not know where my luggage is. I may understand if there were no earlier flights to my destination. But they do have my luggage and there are earlier flights! But British Airways which dub itself as a premium airline refuse to deliver to the customer the very basic – his luggage!
I have no words to describe my feelings or what I think about British Airways. Years of loyalty and who knows how many tens of thousands of dollars did not make British Airways reconsider their position.
Next time you think about upgrading to British Airways, as their slogan claims, think again this is a downgrade to the lowest level and the most shrewd service I have encountered in many years.
My luggage is held hostage. I simply cannot believe it!
Lior Arussy
www.Strativity.com