British Airways review by Bill

If your B.A. flight is delayed, and more importantly you’ll miss your connection due to the delay, don’t expect much help from B.A. staff at Glasgow Airport. If this happens to you, make sure the B.A. Customer Relations staff (who aren’t actually B.A staff!) given the reason for delay, when they would be able to get you on the next connection to get you to your final destination, and if they were unable to get a suitable flight with another airline in writing. You’ll need this if you ultimately need to claim on your travel insurance. Make sure to do this before leaving the airport. The B.A. website is not easy to navigate to find the correct link for any claim. Their Customer Relations number (0344 493 0787) is also likely to cut out on you and even while talking to someone in Customer Relations (that happened to me on more than one occasion). When you do eventually get to speak to a rep, don’t necessarily believe what they say. If they say your refund claim has been put through there and then, don’t believe them. If you find your refund hasn’t entered your bank account 6 days later, don’t believe the next rep who says it’ll be in your account within 24hrs. The next rep I spoke to, 10 days after making the claim, stated they should have said the money wouldn’t be refunded until at least 10 days later! Shoddy service. If the rep you speak to about refunds informs you that you have to take another phone option in order to claim for anything other than flights, be wary. I was told that due to the time I was on, that this other department wouldn’t open until 09.00hrs the following day…wrong! They didn’t open until 13.00-17.00hrs. Also, the rep made no comment (having been made aware of the circumstances) that my claim for loss of hotel and trips costs would not be refunded. Between the number of phone calls I have made, the time spent on the phone and internet, I’ve effectively cost myself a fair amount of the money I’m wanting to get refunded! Always remember that legally, you may be entitled (I believe) to up to £300 each for any delay over 3hrs (per “EC Regulation 261/2004”). Not that B.A. will tell you. If your claim is rejected, you can ask the Civil Aviation Authority (or the European Consumer Centre in certain non-UK departures) whether it believes you are entitled to compensation. Worth a try. Considering what I asked for is substantially less than that, they still aren’t helpful. Despite having used B.A. before, and have other flights already arranged, B.A. have gone down in my estimation (I now see why I’ve heard so many negative comments about B.A. over the last couple of years). Unless there is no other option, I would seriously consider using another airline. It couldn’t be any worse.