British Airways review by Gareth 2014-05-16

777 flight from Mexico to Gatwick. Paid for 3 club class seats, on arrival in the 777 we were struck by the smell of vomit. We brought this to the attention of the cabin staff, who called cleaners back on but they were unable to deal with it. Over the next 9 hours we were treated to various sprays and covering with blankets over the floor, which did nothing to alleviate the problem. We were unable to eat or drink properly as we were all feeling unwell due to the smell. We were offered a single seat compensation by the stewardess circa £400 e-voucher, which I thought was appalling considering I had paid for 3 club class seats all of which were affected but was informed this was the maximum they are allowed to offer in flight. On return I took up the matter with BA customer services, who have since lowered the offer to £300 e-voucher. It has also taken them weeks to come back to me via e-mail. BA customer service is poor, there does not seem to be any real offer of compensation or any standard or understanding of common policy. Why were we offered more by the cabin staff? Probably because they could see and smell the situation first hand and realised how appalling the situation really was, whilst those who sit and are removed from the front line have no grasp of the damage they do to the business as a whole by adopting their don’t care attitude. Needless to say, BA have lost a loyal long term customer to other airlines – such is the state of British management who are content to ruin their own business.