British Airways
Reviews and Complaints

British Airways advised me by circular email 30 June 2022 that all future travel vouchers were being cancelled and that refunds would be issued. The email further stated that the refund would appear on my statement in approximately 30 days. My wife and I have two travel vouchers Nos. 125-[protected]/2.

Despite several complaints made through the BA Complaints Section, I have still not received the promised refunds and instead, BA keep referring me to their original circular email dated 30 June. In their last email dated 26 September 2022, headed "Final Response", they stated that "As previously explained, we'll contact you for a refund." Once again, their email referred me to their original circular email of 30 June. The email finished with the sentence "We're unable to respond to any further requests."

What else can I do to obtain the promised refunds?

BA1495 from Glasgow Terminal M to London Heathrow Terminal 5 - Tuesday 28 June 2022.

Flight was due to depart at 1845 but was several hours late. Prior to departure the it was apparent that we would not make our connecting flight from LHR to Sydney, via Singapore (BA015), The staff on the desk in the BA lounge at Glasgow assured us that upon arrival in London, alternative flights on BA or partner One World airlines would be arranged. We were also assured that it would be best to proceed to London, rather than remaining in Glasgow and recommencing the journey the next day. This began a pattern of moving us along to make us someone else’s problem.

On board our flight from Glasgow, we were told by cabin crew that it was possible that our connecting flight would be delayed and we may well make it. We were also told repeatedly that everything possible would be done in London to quickly arrange alternative flights and overnight accommodation, in accordance with BA’s IATA obligations.

On arrival at LHR, the aircraft waited at the gate for 40 minutes until the airbridge could be manoeuvred to the aircraft door. The pilot informed all pax via cabin announcement that the delay was due to a lack of ground crew at LHR. We were also informed that anyone that had missed their connecting flight (approximately 70 people) should follow the purple signs to the Customer Service desk near the gate.

Once the airbridge had been manoeuvred in to position and we were able to disembark, we proceeded to the Customer Service desk, as directed. This was staffed by a single individual who dealt with one person (a woman with a wheelchair bound autistic child) before a supervisor told the remaining passengers that the desk was closing (as the airport itself was closing at 2200) and that we should proceed to Area E in the departures hall. Upon arrival at this location, we were informed by the extremely curt staff member that she knew nothing about us (not having been informed by the aforementioned supervisor that a large number of passengers were en route to her location) and she would not be dealing with us. We enquired about the accommodation that had been promised on board the flight, to which she replied that none would be provided as there were no available hotel rooms for us. We were to stay in the departures hall overnight and see someone in the morning to arrange onward flights. As some of us had read the material on your own website regarding passenger rights in the event of a delay, we knew this to be not only disgustingly unsatisfactory, but a manifest breach of BA’s obligations in law. When we informed the staff member of the legal obligation to provide accommodation, she repeated that there were no hotel rooms available. Even to the most naive observer, it seems unlikely that there was not a single hotel room in the entire London metropolitan area available. Eventually we were able to convince the staff member that more needed to be done to rectify this situation. More staff came and went through the closed door, none of whom saw fit to let us know what was happening.

As the flight was originally scheduled for an 1845 departure, and there was no food service on the flight, most of us had not eaten an evening meal. Around 1130 the staff began handing out vouchers for use in the few open outlets. This process took about 30 minutes as it seemed that the staff member kept running out of vouchers. Simply counting the number of passengers at the area and multiplying by three seemed too complex an operation. To my amazement, when I attempted to purchase an alcoholic drink to have with my paltry meal, I was refused, with the server in M&S informing me that the purchase of alcohol was not permitted with these vouchers. Nowhere on the voucher does it state that it is not valid for purchasing alcohol. After humiliatingly returning the alcohol, I returned to the desk at Area E to ask why the M&S server had refused my purchase, to be informed that he was correct and alcoholic beverages could not be purchased using these vouchers. Had I been on board my scheduled flight, the cabin crew would have happily served me a drink, however trapped in the departures hall, this simple pleasure was incomprehensibly, not permitted.

About 1230 the next morning (Wednesday, 29 June) the BA staff informed us that they would open the arrivals lounge for us to use in lieu of the hotel accommodation they were unable to find. We were patronisingly informed that were mustn’t use any of the facilities in the lounge other than the seats and we had to leave it clean and tidy on our exit at 0430 when the terminal reopened. Once again we were being treated like children and we were left in no doubt that we were a severe inconvenience to the staff and we should be fawningly grateful for their generosity. Arranging this took an inordinate amount of time. When the lounge had been prepared for our arrival, the staff member came back to Area E where we were all sitting/standing and said, ‘Are you coming?’ Foolishly, I expected something considerably more civil, like, ‘Would you like to come this way?’, rather than being further treated as an inconvenient idiot.

After an hour or so, several new staff members arrived in the lounge and informed us that accommodation had been found and that bus transfers would be occurring. Becoming accustomed to the notion that everything took five times longer than might otherwise be expected, I was overjoyed when the bus finally departed a little after 2.30am. After a detour through a demolition site that the bus driver thought was our hotel, we arrived at the miraculously appearing hotel and were in bed for 3.30am. After being woken at 5.30 by the neighbouring room’s blaring TV and at 9.30 by a fire alarm, we slept through the breakfast, which finished at 10.

The last thing we were told prior to departing the terminal and proceeding to our accommodation was that we had all been booked on flights - ours being the same flight the next day (BA015 on Wed, 29 June). Further, we were informed that we only need arrive at the terminal an hour before as we only had carry-on baggage and security would be fast tracked. Wisely, we decided not to believe the staff and arrived six and a half hours before scheduled departure only to be informed that we had not been booked on the flight and, after 20 minutes with the check in staff member, we were told that the only two seats remaining in PE were 4 rows apart. Given the cost and the inconvenience incurred, we believed this to be an unsatisfactory outcome - we felt we were being punished for something not of our making. We requested to speak with a supervisor and after 15 minutes, or so, we spoke with Raja (?), who was extremely polite and listened patiently to our tale of woe, but was ultimately unable to do anything to progress the matter, other than state the obvious in that any two-person no shows or cancellations would ensure we be prioritised in sitting together. Almost all the staff on this day (in stark contrast to the previous one) were considerate, patient and friendly and our thanks go to them for this.

Raja arranged for us to be admitted to the First lounge. After several hours, my wife attempted to arrange some toiletries for us to properly clean ourselves - of course, all our own toiletries had to be in our checked in luggage due to the presence of liquids in excess of 100ml. She was given two toothbrushes and toothpaste, which was a pleasant refreshment. When she asked about some moisturiser, she was told to use the hand lotion in the bathrooms. She did not think this was a satisfactory response and asked another staff member a short while later. This person was aghast at the suggestion of using hand lotion and kindly arranged for some face cream and after enquiring as to why she was in need of it, heard an extremely abbreviated version of the drama thus far. He was so appalled by our circumstance that he very kindly arranged for us to have a meal and a drink in the Concorde Club, which was very much appreciated. This staff member also took note of our flight number and seats and said he would try his hardest to arrange either an upgrade or seats together. He said we should ask the cabin crew when boarding the aircraft whether this had been possible.

Unsurprisingly, the flight was delayed and upon enquiring at the Customer Service desk in the lounge, we were told not to bother leaving the lounge before 2210, as the aircraft was boarding via bus transfer at gate 10b. At 2155, we were informed the lounge would close at 2200, so we began to organise ourselves to leave. At 2200, a staff member came over and said that if we didn’t immediately leave the lounge, she would need to call security to remove us. This seemed unnecessarily aggressive as we were almost fully organised for leaving. We walked to the gate, waited another 20 minutes, boarded the bus, which took another 20 minutes and then boarded the aircraft parked on the apron. In accordance with the instructions from the staff member, I enquired as to whether an upgrade of adjoining seats had been made possible. I received the tart (and quite loud) response, ‘Only if you’re sitting on someone’s lap’. I was shocked and humiliated by this. While I’m sure it would be met with gales of laughter in the crew room, I couldn’t believe I was being treated with such utter contempt on the aircraft, especially after the harrowing experience we had been through.

It was only when we sat in our seats did my wife enquire of the person sitting next to her as to whether he would move seats so we could be together were we seated so. No member of staff assisted. I was too taken aback by the rudeness of the staff member’s comments to me to ask the person beside me.

I have flown over a million miles during my life with a wide variety of airlines (mostly Qantas) and this is, by a very wide margin, the worst flying experience I’ve ever had.

Booking Ref: NBF9JF

Fights: BA0393 and BA0392 were cancelled by British Airways. Therefore I and my wife could not made our fights from Brussels to Chicago.

I made several contact with BA and my travel agency Chepflights.de for refunds. The travel agency say the airliners has not dispatch the refund to them. British airways Belgium office says I need to ask my travel agency instead of them them.

First cancellatiom e-mail came into my e-mail box on 5 July 2022 but no refund has been made yet. I have been waiting for 3 moths to get my thicket fare be paid back.

R. Kayikci

Flights cancelled January 2022

Letter in March said vouchers would be cancelled and full refund would be sent in 6 week's

In in October no refund received

Many calls made to BA and BA executive club often not replied or told working on it.

I have all communication including one from MD Sean Doyle.

Can any one help

Ken Davies

Last case reference [protected]

Hi - I've tried for months now to get a response from BA regarding Avios / Tier Points missing for 4 flights on partner airlines as advertised on the BA website (Alaska, Jet Blue and Aer Lingus). I sent in paperwork in June - no response. I sent a complaint in July - generic email response almost 2 months ago. I can't for the life of me find any email address to which I can send a follow-up (as I have a case number). Does anybody have a working email address for BA? The email address listed on this website is not working as I just got a bounce back. I want an email to maintain an audit trail with these people. Thanks in advance!

Best regards,

Robert

On 23rd September I should have flown from Istanbul to Mexico City with British Airways. I arrived at check-in where I was told by a British Airways employee that I couldn't fly because I didn't have a British passport or a visa for Canada or America. I told them that I hadn't seen this rule, and was told that it isn't an official rule. I had an electronic visa for Mexico and an invitation letter from a friend in Mexico. I didn't expect that I also needed these visas.

The employee told me that I would get my money back 100%. I believed them as I was tired and shocked by the situation and also because they are an employee from such a respected airline. However on returning home in Istanbul I received information that I would not get my money back.

I searched online for information regarding the rules for transiting in London, but I couldn't find any rules which the employee stated.

I returned to Istanbul Airport the next day to speak with British Airways staff at the information desk. The staff said it was the first they had heard of such rules regarding needing an American or Canadian visa. They also said that if the airline refused boarding, they are required to issue an official refusal - I did not receive this.

I wouldn't like to think badly of such a respectable airline, but I'm very disappointed by this situation. I've lost my money for my tickets, and for travelling back and forth to the airport.

The employee who refused to check me in said that I could only fly direct with my Russian passport. I explained that I didn't have $2500 for a direct flight from Istanbul to Mexico City. The employee replied that I should "ask my friend in Mexico to sponsor me". It was a shock for me, I am an independent woman, and when I have heard such sexist remarks in Russia I tolerate them as it isn't a progressive country, but I was not expecting such comments from such a prominent and respected airline I thought that British Airlines wouldn't employ such sexisy ideas. Why should I feel like a poor woman without a sponsor? I work a lot and have only the money that I've earned. Is this a problem for British Airways?

I expect that this problem is because of my Russian passport. However I was not presented with any rule stipulating that I required a transit visa.

I left Russia at the outbreak of war as I vehemently oppose what is happening. In Russia I was a political activist and it will be very disappointing for me if the reason for me being refused boarding is because of my nationality.

I will seek legal advice. I will seek access to the airport's video and audio surveillance to prove I was on time for my flight, and that I was given such information about having my ticket refunded.

Firstly, I would like my money for my ticket refunded with an explanation as to why I was refused to board the flight. Secondly I would like compensation for having to travel to the airport twice.

Filed a Refund Case with BA due to my flight cancellation without any warning. I had to purchase another ticket in Heathrow with a different airline. I submitted all paperwork and information to BA on June 11. After about two standard emails from them in June mentioning they "are working on it", all communication stopped. Trying to get someone on the phone to help is like trying to connect with God! Nobody there or being pushed from one person to another until someone hangs up on me. The case information and initial contact email from BA is below:

Case reference number : [protected]

Dear Customer,

Thank you for telling us about your issue. We are now directing your case to the appropriate department and you should hear back from us shortly.

We are currently experiencing exceptionally high volumes and aim to get back to you as soon as possible. If you’ve been waiting a while, it is likely Customer Relations are busier than usual. Please don’t contact them to check the progress of your case or submit a new one online, as this may delay the time it takes to resolve your case.

If you are sending expense receipts or supporting documents by post as part of a claim, or need to contact us for any other reason, you'll find our office address and contact details here:

Don't forget to quote your case reference number which is at the top of this email.

We take pride in providing the very highest standards of customer service and are sorry that we fell short on this occasion. We hope we can make it up to you.

Yours Sincerely,

British Airways Customer Services

***************

I am beyond disappointed by their total lack of professionalism!

Issue one - My husband and I travelled from UK to Cayman Islands on December 16th 2021 (L8SYQ6) and due to the flight being delayed we received compensation of £1508.25. I used that amount to book a ticket for my husband from UK to Cayman on May 3rd 2022 to travel on 22nd July 2022 (MTSHQT). The cost of the flight was £1276.66. I was supposed to receive another voucher for the remaining balance of £231.59 but I never received it despite me chasing this since May 2022.

Issue two - When my husband and I travelled from UK to Cayman on 22nd July 2022 the flight was delayed and we had to overnight in Nassau, Bahamas. I claimed compensation for this as well for me and my husband on 26 August 2022. These flights were booked separately so his case reference is [protected] (for booking ref MTSHQT) and my case reference is [protected] (for booking ref 5223RB which was booked with 3rd party JustFly). My husband and I are still waiting for this compensation even though his parents who were on the same flight received theirs within a week.

On the 14th September I sent the email below to BA on their "manage my booking" site. I received an automated reply saying they were unable to help, but giving no details of how else I could contact them. There does not seem to be any customer contact centre whatsoever and it almost seems that the websites are designed to be as unhelpful and inflexible as possible.

booking email - [protected]@outlook.com

card 4 digits - 1001

Expiry - 06/25

8 Moat Farm, Tunbridge Wells, TN2 5XG

We have just tried to cancel this flight for medical reasons and have been offered only £51.84 as a refund, despite saying that we would be happy to receive a voucher in its place.

On 10th August 2022 I had to have a radical prostatectomy at Medway Maritime Hospital as I had just been diagnosed with prostate cancer. We hoped that we would still be able to go on our holiday, but yesterday realised this was simply not possible and tried to cancel the booking. After a very long wait we finally got through to a call centre, but quite frankly they seemed uninterested.

BA changed the original date of our flight by one day, which we had little choice to accept, despite losing the cost of one nights accomodation. Now when we want to change the arrangement for very genuine and unfortunate reasons BA are totally inflexible. We choose to fly with BA because my wife was a staff member for 14 years and we genuinely believe BA to be the best in the world. Sadly this no longer seems to be the case. I do hope that this isn't so and that you can help us by issuing us with a voucher that we can use once I have completed my convalescence

Thank you in anticipation of your help

Neal & Sharon Hunt

Hi

First of all a big Thank you from me and my wife to the ground staff at LHR for taking good care of us on rebooking our missed flight. On the 08 Sep 2022 we missed our flight BA 209 (AA 6960) due to delay of flight BA 118 (AA 6656) from Bangalore to LHR. There was an unfortunate delay on the tarmac to get a deboarding stand for around 45 minutes and by the time we reached the gate of Terminal 5 for our onward flight, the gates were closed. We were put up in Renaissance hotel with to and fro Shuttle bus service, dinner and breakfast included. We were booked on the Flight BA253 on 09Sept 2022 to Grand Cayman, our final destination, with a stop at Nassau. We had a Hotel Booking with Miami International Airport Hotel (Receipt No. #[protected] for USD 192.00 for two) for overnight stay which we lost as were booked directly to Grand Cayman. We informed the personnel who helped us with our onward booking about the hotel stay and were informed that we file for compensation of the same. Unfortunately now with the direct booking to GCM from LHR we had to pay for the VISA for GCM (CI$ 184.00 for Two passengers), which would have been avoided if we had travelled from Miami as we have a valid US visa that entitles us to visa on entry for one month without fee. We request you to kindly look into the issue and advise.

We were well looked after all through our journey by British Airways and appreciate the inflight services too. It was a pleasant journey and look forward to our return journey with BA.

Thank you

Booking Reference: OMQDB9

Dear MR LANE

We're very sorry to let you know that the following flights on your booking have been cancelled. We apologise for the inconvenience this has caused.

You have been rebooked onto the best alternative flights below:

(Did not take alternate flight or access the BA website after receiving this email)

I booked a package holiday to Mauritius for 3. The hotel had a fire so I was texted from BA to either cancel or take the other hotel offered. I clicked cancel. I didn't get any confirmation about the refund so I called them several times but the number kept saying they were busy helping others. I tried chatbox and was kept holding there too. I eventually managed to get hold of customer services and spoke to Danny who said I needed to take his word that the hotel has been changed even though my account still showed the old hotel and that as everything was already confirmed I couldn't get a refund. I asked to speak to a manager and he said no, as there is no refund available and that I wasn't understanding what he was saying. This experience has left me confused and none the wiser about the other hotel that I am supposed to be going to as I still have nothing in writing from British Airways to say so. The holiday was booked in April 23 so why I can't just get a deposit refund?

My GPS is telling me that my Microsoft laptop and Microsoft bag that was mistakenly left on BA0599 on 15/7/2022 is still in the possession of BA. I have credit cards with my name on them in the bag and NOBODY will get back to me after I've filed claims and called multiple times.

If anyone from BA reads this message, please refer to Case reference # [protected].

PLEASE HELP!

On the 26th May I received this reply to my request for an e voucher refund.

Dear Mr Cook

An update from British Airways.

Thank you for coming back to us about your refund.

I’ve contacted our Refunds team and asked them to look into this for you. They'll investigate your case further and get in touch with you soon.

Thank you for getting in touch with us.

Best regards

Kranti Shirgaonkar

British Airways Customer Relations

Your case reference is:[protected]

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I repeatedly chased by email and sent this on 25/07/2022 10:56 because they said it had been repaid.

Dear Sirs

This situation is intolerable why is it so difficult to get a response from you regarding a voucher refund that has clearly gone wrong your end because we don’t and never has a credit card ending 8646.

Pleas can somebody contact me on [protected]

Kind regards

Chris Cook

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My last email was dated 11/08/2022 10:49 which still remains unanswered

Dear Sirs

I am currently the holder of an e voucher reference 125-[protected] for £1230.88.

I have accepted the voucher as a suitable alternative in absence of a straight refund and you have held the money in your account for 2 years.

My booking was for a family wedding in USA, which has happened and I have no intention to go back there, or have an over Atlantic flight.

I do not travel enough to be able to offset my voucher, apart from few small trips to Europe where budget airlines are more suitable and flexible due to airport flexibility.

I therefore decided to use my voucher on a family holiday, as the only via option and found something suitable.

I have been shocked when I realised that my voucher can only be offset on flights and not on holidays.

I find it very unfair, that the money we paid 2 years ago, not only has been devalued due to inflated current prices, but also has been converted to something not redeemable with conditions attached, and contrary to consumer Act.

Furthermore, I find it rather disappointing as BA is the only company that went down that path, understandably at the time of covid to be funded by the customer but it is time now that BA does the right thing and allows us to redeem the voucher as money rather than a conditional token.

Finally I stretch the point that having been made redundant, I need the money back in a form of a refund, unless you allow me at least to offset it against a small holiday with my children, rather than losing the money. I will off course follow this up through the small claims court and I will be sending letters to newspaper, displaying the injustice carried out by a so called reputable company.

I look forward to hearing from you asap

Yours faithfully

G Konstantinidis

6 Hillstone Court

Stanwick

NN9 6RT

[protected]

• Incident 1: I was on the flight (BA0092) from Toronto (YYZ) to London (LHR). The flight supposes to depart by 18:35 on 12th July 2022 but it’s got delayed almost 4 hrs and departure by around 22:00 on 12th July 2022 and landed at London (LHR) around 10:30 on 13th July 2022. Due to this delay, I missed my connecting flight (BA0139) from London (LHR) to Mumbai (BOM) which was at 10:15 on 13th July 2022.

• Incident 2: As I missed the connecting flight due to a delay. So, I was given 2 new boarding passes after standing in a long queue at Heathrow airport. I got the information from the airport authority officer that my new boarding passes have been issued. The first one was from London (LHR) to Bengaluru (BLR) on flight number (BA0119) and the second one was from Bengaluru (BLR) to Mumbai (BOM) on flight number (UK0858). Now, the first flight (BA0119) was delayed, and it landed around 06:50 on 14th July 2022 at Bengaluru airport. So, Due to that, I missed my second connecting flight (UK0858) whose departure time was 06:40 on 14th July 2022. So, I was unable to catch the flight due to my first flight got delayed.

• Incident 3: At the Bengaluru airport when the flight (BA0119) landed on 14th July around 06:50, there were no any British airways authorized persons present at the airport to help with inquiries. There were many British Airways passengers who were present and looking for help with their missing luggage and other inquiries. The local airport international passengers help desk officers were not helping us at all. They are simply saying that the British airways officers will come shortly to the desk. I waited almost 2-3 hours after the flight landed but no British airways authorized person present at the desk. Which is very disappointing. It’s not expected at all from such a big well-known British airline. There should be someone present to take care of once the flight landed at the airport to help passengers with their different inquiries!

• Incident 4: As The flight (BA0119) got delayed I missed my connecting flight (UK0858). I didn’t get any help at the airport as there was no any British airways authorized person available and the local staff refused to help with rebooking. I had no choice and I had to book another flight privately which was ‘Vistara airlines’ (UK0544) by myself which cost Me 9000 INR Rupees and as I had 2 travelling big bags with (both 23 kg) and as they only allow 7 kg. I have to pay them extra for all my luggage which cost me around 15500 INR rupees. I had no Indian rupees, so I had to do currency exchange (receipts attached) and I got the lowest rate so, I am calming that as well.

I HAVE ATTACHED ALL PROOFS WITH THIS, KINDLY SEE BELOW THE BOARDING PASSES AND RECEIPTS FOR EXPENSES WHICH I SENT DUE TO BRITISH AIRWAYS FLIGHT DELAYS. I AM HOPING FROM YOU TO GIVE ME JUSTICE, PROPER EXPLANATION AND COMPENSATE OF ALL EXPENSES WHICH I MADE.

For the last 6 weeks my Business Corporate Card is denied when making reservations on the BA website. I contacted the credit card issuing bank, who has confirmed there are no restrictions, this has to be a BA website problem. Having spent 2 hours tryting to raise this issue with BA, I have failed miserably., the advise is to use a different credit card, i.e my private card or book through a different website. Apparently BA has no suport for technical issues. This is truly appalling.

re:lost luggage: File number BHDBA40378 Last name Smith. Bag AA218350

My luggage failed to get on my BA flight out of Atlanta, Georgia, USA for several days. I have an AirTag in my bag. I filed a missing luggage report on 6/29/2022 when my bag failed to arrive in Belfast Ireland.

As I moved around Northern Ireland I dutifully changed my hotel addresses. I finally received notice my bag was on its way. Days in Atlanta followed by more in London. Finally! Well instead of delivering to my hotel in Northern Ireland it was sent to Northern England! My trip ended and I again dutifully using your APP gave my home address in the USA.

Just as I was loading my flight home I get a call someone had my bag! She indicated she didn’t have my address. I told her it was definitely there at which time she read it back to me. Assured me it was coming.

I know my bag is still in Newcastle England in baggage claim. I have called Newcastle Airport daily and after getting transferred to luggage my calls are always disconnected.

I need someone to help!

My phone is +[protected] Cathy Smith.

My entire trip was affected by this situation. I had to spend hundreds of dollars on necessity items and spent too much of my valuable vacation time on this unnecessary situation.

I am trying hard to contact British Airways about a partial change of flight that has been cancelled by Latam. It affects a connecting flight (Latam) from Rio de Janeiro to Sao Paulo on my way back to London. The substitute flight offered requires me to leave Rio at 0450 on LA3987 (instead of on LA3323 at 12.15) on August 12, giving me an added 7-8 hours waiting time in Sao Paulo. The online connection offered to me does not work. When I try to book a later flight on the same day, I receive the following nonsensical message: "Your selected dates are either before today's date or are out of sequence."

I have tried to telephone BA on a number of occasions but calls are not currently being taken. I do not want to wait too long for this connecting flight to be rescheduled since the chances of an available seat will diminish from day to day.

My flight number is JXKH5I and I can be reached at +[protected]. E-mail: either [protected]@gmail.co OR m.g.[protected]@lse.ac.uk

Please respond as soon as possible.

Professor Michael Bridge

My partner and I recently traveled via British Airways from the US, our final destination being Ireland. We were and hour late taking off because of a customers bag they needed to unboard. We arrived in Gatwick with just enough time to make our connecting flight but sat on the tarmac for another hour which was not given an explanation. After running through security and the airport we were told that we had missed our flight.

We went back to the check in desk (another hour of waiting) and the man there told us that he had no authorization to rebook us on another flight. He resorted to calling an 800 number around 20 times as they kept hanging up on him. When he finally got through British Airlines would not help us get on a flight to Cork, where we were trying to go, and if we booked ourselves and ate the cost they said they would cancel our return flight.

We ended up having to get a ridiculous priced taxi to Heathrow to catch a flight to Dublin. All of this made us late for wedding festivities that we were in the bridal party for. Extremely disappointed with the level of care or even just understanding that this airline lacks when dealing with customers who were not at fault. At the very least the airline could have paid for our transportation to another airport to get on a flight that they told us we had to be on or else they would cancel our return flight.