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Ranjit 's complaint against British Airways
Extra Baggage which has been paid for
Complaint against British Airways
We arrived at Gatwick with a bag to put in the hold, it was not showing on the BA system, luckily I had printed the receipt which was accepted and I was advised that the BA system did not always work. This was as there was no problem at the Gatwick end. On leaving Madeira, I had the same problem, again I showed the receipt, this time I was told that as this was not showing on the system, I had to pay again for the baggage. I said that it was clearly a problem at BA's end but the staff member would not accept it. She made some calls, we are not sure who to. Eventually after about half an hour my husband asked for the Supervisor as clearly the young lady was not well trained and after another 10 minutes the Supervisor arrived, he looked at the receipt and whilst I do not speak Portuguese he clearly told her (by gesticulating the confirmation email) that we had a valid printed receipt and the baggage was accepted. This totally ruined a fantastic holiday. This situation must arise fairly frequently as the lady at Gatwick as more than well aware, BA should train their staff to be deal with these matters in a polite manner and to ask the supervisor rather than speaking to some person on the phone who apparently told her we had to pay again as it was not showing on the system. I am sure we would never have received a refund. My other complaint is I have spent a long time trying to find out how to lodge a complaint with BA, they certainly don't make it easy. If there are problems then it needs sorting, I ran a very successful business until I sold it so I know problems do arise but it is the way they are sorted that makes all the difference, like most people I vote with my feet and would pay extra for avoid companies that do not resolve issues in a constructive way.
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British Airways failed to resolve this complaint
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Ranjit | | VERIFIED
Ranjit | | VERIFIED