Back Logged Lost Luggage at Heathrow

Back Logged Lost Luggage at Heathrow

Posted in the British Airways Forum

Pat Williams

Épinay-sur-orge, France

#1 Oct 17, 2006
Approaching 4 whole weeks since we got back from Vancouver and my wife's suitcase is still not with us.
Now, I used to think BA was a pretty Customer friendly company; but their handling of this has been an incredible lack of comunication and seeming apathy to this case.
I even went to Heathrow myself last week (adding an extra leg to my business trip) and spent a "happy" 2 hours looking at identity parades of cases.
They are still working at the backlog from the security alert , down from 10 000 Cases (at the peak), to 2000 cases last week.
They now have a vermin problem due to the level of food that people left in their cases, and supposedly the local authorities are calling it a health risk
Some guy confided in me that it is not all the security alert's fault.
Just before it broke, BA were planning to increase the amount of hand baggage allowance, and in anticipation of less handling for checked in baggage "early retired" off about 100 people in baggage handling.
So trousers around ankles when security alert hit.
But BA haven't really thrown bodies at the situation and seem to just using the same amount of full time people with "some volunteers".
Having seen the rather pathetic compensation they are "lawfully" forced to give if, god forbid, the case is totally lost - we are rather "annoyed" at BA.
The idea of a customer complaint as an opportunity, obviously isn't part of their culture these days.
Our credit card insurance - has some nice loop holes in it as well, I think these people think that when you go on a holiday, you pack only your cheapest clothes and belongings, and not your best, favourite stuff.
If this had been one of the low cost airlines I wouldn't have been as suprised.
Apart from already blanking out any good memories we had of our break, it has created a sense of helpless rage.

Apart from faxing/E mailing or living on telephone queues it is pretty helplss stuff.

Funny that this situation with back logged luggage has had no publicity - and BA look like they are deliberatly solving this as slowly and as cheaply as possible.

What I would like to do is name and shame them; but they see pretty untouchable.
I am sure they wll blame Security restrictions, BAA and anyone else; but they have the means , just no motivation.
Michael

Dryden, Canada

#2 Jan 6, 2007
My family of 5 and I just returned from a two week trip in France via British Airways. We received 2 of 3 bags the evening that we departed for home, the third we picked up in London ourselves. We spent the entire time in France without our baggage. We will start pleading for compensation now, though that sounds pretty hopeless. Quite a bill was racked up clothing 5 people in Paris, toiletries, etc.

We phoned the BA baggage handlers daily, 12 calls, we got to know them personally. These employees confided in us, telling us stories of 25,000 articles stuck at Heathrow, employee layoffs. They advised us never to fly BA again and to load and unload baggage ourselves if making a connecting flight because BA baggage handlers can't seem to manage anymore.

We experienced the same trouble trying to get through to a human being. We spent alot of time and money on the phone when we should have been off aseeing the sites.

Anyway, France is still a beautiful country and I'm glad we went but we could have done without this headache.
Sabrina

Rainier, WA

#3 Jan 8, 2007
What a nightmare! On Dec. 18th we flew from Seattle to Cairo; BA lost one of our 3 bags. From Cairo my husband was going on to Bombay on Dec. 22 so the night before we went to check to see if the 3rd bag, full of gifts and medical supplies for his family in India, had arrived. To our dismay, it still wasn't there. So, he left without it. He returned to Cairo 5 days later and we went to the airport and finally got the bag (that we didn't really need anymore). We paid our bribe to get it out of customs and got it in our possession. On the 30th we left Cairo to come back to Seattle with our 4 bags (3 that we came with and one more that my husband returned with from India). We landed in Seattle after being totally crammed in their super-tight economy class seating for 9.5 hours. Surprise...no baggage. To date it is still gone and their online tracing service is useless as it just says "tracing continues". Maybe they will have traced it by the next millenium. How frustrating! I have lived and flown all over the world and to MANY developing nations. This is the first time ever that my luggage has been delayed (or lost?? not sure which yet). I will NEVER ever again even consider BA for flying. I'd rather have 5 connections than go thru Heathrow ever again! BA should stand for Bad Airline!
Lettie

Cliffside Park, NJ

#4 Jan 9, 2007
I am disgusted with British Airways. I bought the most expensive ticket so I could fly directly. It is now 12 days. They are liars. The online information is inaccurate. I had a report that Fedex was delivering my bag today at 4.30pm. The file does not exist. The bags are still in customs. There is nowone to talk to I have spent over 3 hours on the phone to them.

I am never ever ever flying from Heathrow or on British Airways again. I had a feeling when I got on the plane no luggage had been put in the hold. Why was there NO communcation between CHECK IN and the PLANE personelle. BA say 'they are not responsible for the bags' that the British Airport Authority is. OF course they are responsible. They are reponsible for informing people, checking the hold, and giving people the option as to whether they want to fly on the plane with the prospect of having NO luggage at arrival. I will be asking for a full refund plus expenses. They have totally messed up my time in the USA. I have one pair of daily contact lens that I have made last nearly two weeks. Since the day I arrived at Terminal 4 they lied. The worst thing about the situation is the false information and LIES they ARE LIARS.
R Poll

Mumbai, India

#5 Jan 10, 2007
I flew BA from Heathrow to Bangalore on 15th Dec. I have not received one bag which contained all my personal things & gift shopping. It's 4 weeks now & still no bag, so I have been asked to make a claim....which I have done. I am told that BA are 'masters' in diluting your claim to almost nothing ! They are covered & obliged to pay under Montreal convention , so why the haggle & added insult to injury ?
Michelle Baharier

Cambridge, UK

#6 Jan 27, 2007
I wont to hold a protest about the dugusting way we were all treated over our missing luaggage by
British Airways
18th December 2006 flight BA199. We had one item of checked luggage between for two of us - this contained all our necessary luggage.
it was already known that our luggage was not on the plane ! We were given a form that had been filled in before arrival
initially offered £35 to cover the expenses for two did not cover our medication which had cost me £34.50 on that morning
The next day (22/12/06) we called BA in Mumbai – permanently engaged,

I note that in 2000 BA paid Victoria Beckham £100,000 in compensation for lost luggage and BA has not answered if she and her family have received free first class flights for life?
We kept a daily record of all our spending. In addition to the above
we feel we are entitled to a full refund on the price paid for our airline tickets because we did not have the holiday we planned due to BAs inefficiency and through no fault of our own.
Michelle Baharier

Cambridge, UK

#7 Jan 27, 2007
I wont to hold a protest about the dugusting way we were all treated over our missing luaggage by
British Airways
18th December 2006 flight BA199. We had one item of checked luggage between for two of us - this contained all our necessary luggage.
it was already known that our luggage was not on the plane ! We were given a form that had been filled in before arrival
initially offered £35 to cover the expenses for two did not cover our medication which had cost me £34.50 on that morning
The next day (22/12/06) we called BA in Mumbai – permanently engaged,

I note that in 2000 BA paid Victoria Beckham £100,000 in compensation for lost luggage and BA has not answered if she and her family have received free first class flights for life?
We kept a daily record of all our spending. In addition to the above
we feel we are entitled to a full refund on the price paid for our airline tickets because we did not have the holiday we planned due to BAs inefficiency and through no fault of our own.
Jane Bechtel

Fairbanks, AK

#8 Feb 4, 2007
My husband and I flew from Fairbanks, Alaska to Vienna, Austria on Dec. 19. Our son is married to a woman from Bratislava and we were bringing one full bag of presents for our children and family. We didn't see our luggage the whole time we were on vacation. One piece (my husgand's) arrived a week after we got home, mine two weeks later and we're still waiting for the third piece. Two weeks ago a woman from Lufthansa (Frankfurt) said they had found our luggage it was being sent out the next day. Why Lufthansa? I have no idea. Dealing with British Airways has turned out to be one of the most frustrating experiences of my life - never again.
Elm

Washington, DC

#9 Mar 15, 2007
I am too the unlucky customer of Bristish Airways lost luggage. I used to think that BA is the best airline in the world. After this incident, no more. It's been almost a week and no bag in sight. I've been checking the web for updated information twice daily, calling them once a day, but no response. How can anything like this happen in this 21st century-- especially when it was only one leg? I guess they liked my Delsey luggage???
danny

Budapest, Hungary

#10 Apr 13, 2007
I miss my guitar...
damiano

Milan, Italy

#11 Jun 7, 2007
anybody now....ao to faind a lost laggagewhit blufthansa,as bean two weeks...so far no signs
susan

Marlboro, NJ

#12 Jun 25, 2007
It's still going on late June. 2 out of 4 suitcases are lost. We flew business class and the suitcases had "priority" on them - what a joke. They were lost Friday nite, Saturday afternoon BA called my husband and said one suitcase was going to be delivered on saturday (they didn't know which one) and one on Sunday. It's Monday morning and no suitcases. We flew in to take our son to summer camp. They lost his duffel - we had to buy him baseball pants, bathing suits, underwear, socks - he doesn't have his retainer. I hope they pay for all that. I also have just the clothes I flew with.

Also, BA told me that the baggage people at JFK don't take incoming calls - "since 9/11". So now they're blaming that on 9/11!!! I'd like to know what terrorists can do to them over the phone.
nathalie

Zurich, Switzerland

#13 Jul 5, 2007
Pat Williams wrote:
Approaching 4 whole weeks since we got back from Vancouver and my wife's suitcase is still not with us.
Now, I used to think BA was a pretty Customer friendly company; but their handling of this has been an incredible lack of comunication and seeming apathy to this case.
I even went to Heathrow myself last week (adding an extra leg to my business trip) and spent a "happy" 2 hours looking at identity parades of cases.
They are still working at the backlog from the security alert , down from 10 000 Cases (at the peak), to 2000 cases last week.
They now have a vermin problem due to the level of food that people left in their cases, and supposedly the local authorities are calling it a health risk
Some guy confided in me that it is not all the security alert's fault.
Just before it broke, BA were planning to increase the amount of hand baggage allowance, and in anticipation of less handling for checked in baggage "early retired" off about 100 people in baggage handling.
So trousers around ankles when security alert hit.
But BA haven't really thrown bodies at the situation and seem to just using the same amount of full time people with "some volunteers".
Having seen the rather pathetic compensation they are "lawfully" forced to give if, god forbid, the case is totally lost - we are rather "annoyed" at BA.
The idea of a customer complaint as an opportunity, obviously isn't part of their culture these days.
Our credit card insurance - has some nice loop holes in it as well, I think these people think that when you go on a holiday, you pack only your cheapest clothes and belongings, and not your best, favourite stuff.
If this had been one of the low cost airlines I wouldn't have been as suprised.
Apart from already blanking out any good memories we had of our break, it has created a sense of helpless rage.
Apart from faxing/E mailing or living on telephone queues it is pretty helplss stuff.
Funny that this situation with back logged luggage has had no publicity - and BA look like they are deliberatly solving this as slowly and as cheaply as possible.
What I would like to do is name and shame them; but they see pretty untouchable.
I am sure they wll blame Security restrictions, BAA and anyone else; but they have the means , just no motivation.
the same thing happened to us, I have not received my 4 luggage, for which I had paid and extra 500$, did you finally get or luggage or did they disapear?
[email protected]
Charlotte

Europe

#14 Jul 17, 2007
We arrived with BA from Vancouver by London in Zurich airport on Saturday evening July 14th withouth all our 4 suitcases. One suitcase was delivered to our home a day later at 11:20 pm. Reading all these reports at least it is good to know that we should rather not have too great expectations with regards to the still missing further 3 ones. Despite this inconvenience the BA flight itself was not bad at all.
vivienne from Sydney

Blacktown, Australia

#15 Aug 21, 2007
I lost my bag on June27th 2007. I have finally found out that BA sent my bag to Milan and closed my file. Telexts have been sent to Milan but no one replies. It has been 5 weeks since it was sent there and I still have no bag.Suspect it will be auctioned at Greasby,s. Will never fly BA again.Can not claim on my own TRavel insurance because have to have letter from BA that they have lost my bag which is impossible to achieve. WHat a nightmare.Why doesn,t the British gov do something?
Thierry From New York

New York, NY

#16 Sep 6, 2007
My bag was lost on June 27th. Although I haven't received it and it is considered as lost according to BA employees, despite repititive claims filled with BA, no one as even tried to contact me. Baggage service customer service is inexistant, doesn't answer the phone and all BA employees I have talked to have no clue about the whole thing because they claim having no access to the luggage dept info. Even better BA closed my case several times stating that I had received my luggage... I had to get a certification from Fedex - which they use to supposedly deliver my bad - to get the case reopened, which anyway doesn't matter because BA doesn't care. No offer of compensation has been made, no excuse, no payments, no phone calls or emails or letters NOTHING... FOR ALL OF YOU THE GOOD NEWS IS THAT A FIRM IS STARTING TODAY A CLASS ACTION LAW SUIT AGAINS BA ... See http://seattlepi.nwsource.com/business/330481...

The firm Hagens Berman Sobol Shapiro LLP out of Seattle, is known for high-profile class-action lawsuits and was involved in a recent case involving British Airways' price fixing for fuel charges on passengers and cargo... An other trick of BA that made us pay surcharge that passengers should not have been assuming... This is not a first. BA is the worst airline. Take part in this law suit. BA HAS TO PAY for their recklessness.
margaret zier

Birmingham, UK

#17 Feb 23, 2008
I was in Vienna for five days on a city break to see two operas. Out luggage was stranded at Heathrow due to a baggage handling problem. BA gives no real information, different stories from their employees. There seems to be no contingency plans in place. BA has a bad reputation for handling emergencies and I realise that BAA is responsible for baggage handling. But the airlines should make sure that in the event of a problem, a good contingency plan can kick in and also they should used the public address system to give accurate information. I had no clothes in Vienna, our opera tickets (£200) were safely stowed in our case.I carried one days supply of
my special medication. The rest was in the case. An urgent fax was sent from Vienna airport to Heathrow concerning the medicine. This was ignored. As far as I am concerned BA is a no go area. I have had better treatment from the budget airlines.
Ruby Limburg

Netherlands

#18 Aug 12, 2009
If you are famous, like Kate Moss or Victoria Backam BA will compensate you. If you are not, BA treads you like a dog.

The three of us checked in on July 2, 2009 at Amsterdam on our way to a wedding in the States. So our suitcases contained not only our holiday clothes, but also our suits, dresses, shoes etc etc etc for the wedding days.

On arrival at Dulles they informed us that our luggage is at Gatwick.

To keep it short. Between July 2 and July 8 I have contacted BA daily to inform about our luggage. No one, really no one could tell us were our suitcases were.

Back home, on July 12 one suitcase was brought home and the other one we had to pick up ourselves at Rotterdam-Airport, it had just arrived from Hamburg - Germany. Both had been broken open and a mess. While they both had US customs locks.

Off course I did send a complain + a claim, and you already could guess it. Up till now (August 11, 2009) no response at all. And even worse: no one knows anything.

So if you like to be treated like a dog and you do not need your luggage: fly BA
Ruby Limburg
[email protected]
Ahmed

Tipton, UK

#19 Jan 10, 2010
6 of january I flyed from bangladesh to london. gulfair line lost my lugguge and they siad they will send the lugguge to my house.I havent heard any think from them and they wont hold the phone when we call them.I am really disapointed at your service.I am still waiting to hear anythink from you people.I had lot of expenssive stuff in my lugguge.please help me to find my lugguge.
thankyou

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