British Airways review by Francisco

Very bad service with delayed luggage. For some reason the person at london heathrow send my suitcase under someone else's name and to a different destination. I was flying from london to montreal and my suitcase was sent to Dublin. First guy I talked on the phone, after a week of no news at all, he told me that the suitcase was found but was left there at the airport and no further action was taken... Were they waiting for me to ask them to send it or something??... In theory, he sent an email asking the airport to send my suitcase to montreal. But after another week of no further news and website still saying suitcase is missing, I decided to call them again to find out that my suitcase, was still in Dublin. A second email, was sent to get my suitcase send it to me. A couple of days after and of course, with no news at all from them, I decided to call them back again. This time my suitcase wasn't in dublin, it was sent to london heathrow and they lost it again at that airport... Great!! This guy, asked me to call them back, monday morning , london time, so I did. I called back again on monday morning, and after being about 10 minutes waiting for the guy to connect to his london team, he asked me to go to the website to add description of the items in my suitcase, when I had done that same day I placed the delayed luggage report. Don't they have all this info in file?. After telling him that I did that, first day, he then asked me to call them back in 48h again... I'm tired of going behind them like if it was my fault they lost my suitcase. No compensation was mentioned to me, even that I had to buy clothes and some other items that I already had in my suitcase. Lucky enough, this happened in my final destination and at the end of my trip, otherwise they would make my vacation quiet miserable. I understand, there is a huge number of suitcases traveling around everyday but that's no reason to let you wondering and waiting forever to get what's yours. I think this whole experience would have been much more satisfying if they showed some empathy and instead of making me wait and call them all the time, I would have get a call or email from them every once in a while following up with me. After this awful experience with their missing luggage department, I hardly doubt I will use british airways again.