British Airways has some verygood pluses – World Traveler Plus, for example: extra seat and leg-room for only a bit more cash in your own seperate compartment with (usually) no kids. There’s also the uniformly competent, unflappable staff and crew. But their processes are often in the minus column.
We recently flew to Munich for a conference and chose BA because they offered a free stopover in London (with 2 hotel nights thrown in) – a very good deal. But after booking the non-refunable, non-changable fare I discovered that I needed to be in Munich somewhat earlier than the flight provided for. I asked (via email) about changing only the LHR-MUC leg. I was told it couldn’t be done, so I replied that it should be cancelled (with no refund) and I’d simply book an earlier flight (one way) for that leg. It went well, the conference went well. Everything, in fact, went well until the day before the flight home.
With BA, you can only check-in (and choose seats) 24 hours before you fly. So early on Friday morning (it was a Saturday, 7:10 AM flight) I logged on to the BA website and tried to check in. I couldn’t. I was told our tickets were cancelled!
We later figured out that the unused LHR-MUC tickets weren’t, in fact, cancelled. But when we didn’t check in for that flight the ENTIRE rest of our trip was cancelled! Even though BA knew (from my email) that we wouldn’t be on that flight because we were taking an earlier one – also on BA, same names, passports, etc. Not hard to verify!
So we head to the airport to rectify the situation. After 30 minutes or so with customer service, I’m assured that our tickets have been re-instated (see above about BA staff). We go back to the hotel, having killed almost three hours of the only day I allowed for “tourist” activity. Still couldn’t check in, but at least the “cancelled” was removed and the message simply said we needed to check in at the airport.
Went to the airport Saturday morning – very early Saturday morning – and tried to use the self-service kiosk.Again the message comes up “further information needed, please see an agent.” OK, we get in line and eventually get to the counter. Hand over our passports and say we’re on the 7:10 flight to LHR and continuing on to SFO. “Sorry sir,” the clerk says, “you’re not listed on that flight.”
I give him the booking number which does bring up the record (and shows we’re on that flight) but we’re still not on the manifest. More time passes, phone calls are made, keyboards are worked hard and – voila! – we get boarding passes!!
Through security, out to the gate, call the flight, go up to the door, and – the scanner rejects my boarding pass. More keyboarding, phone calling and (on my part) under-breathe swearing. The problem is eventually cleared and we can board the plane and go home. Of course, there’s still the idiocy of Heathrow’s Terminal 5 to put up with…