GetHuman-lizmitch's customer service issue with British Airways from August 2018
Help with my British Airways issue
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The issue in GetHuman-lizmitch's own words
Move from plane and exit the airport. Just like every other passenger ... My partner has a mobility problem and we’d organised assistance for our trip to Bologna. Our return journey last night was ruined by the lack of support on arrival at Terminal *. There were * passengers requiring assistance and not enough staff to push wheelchairs. The member of staff at the desk suggested I push the wheelchair to baggage reclaim where she said help would be available. I was reluctant to do this as, on a previous journey last year in similar circumstances, I had been left to push a wheelchair as well as a trolley load of luggage. *The member of staff then said she’d asked for a buggy and she could do no more. After some ***** mins wait there was no sign of the buggy so I decided to continue on my own. We negotiated * lifts to reach the baggage reclaim where we retrieved my partner’s walking aid and our luggage and proceeded at my partner’s slow walking pace through Customs etc to find our very patient taxi driver who had waited for over an hour for us.*I have several questions.**. I realise * disabled passengers could be considered high for a single flight. However, as we all had to arrange assistance in advance this could not have been a surprise. Why was The booked assistance not available?**. The member of staff in the waiting area seemed unable to offer help*solution. She refused to put me in touch with anyone else saying she could not connect with anyone in authority via the telephone in her hand. She also kept asking “What can I do”? - not the question which should be asked of a passengervrequiring assistance.**. On our progress to baggage reclaim we exited one lift straight into * empty unmanned buggies.*That was extremely annoying to see.**. There was no information desk or any member of staff available to obtain further help. **This is our second bad experience on a RETURN leg of a journey with BA at Terminal *. Our outward journeys have been different leaving us wondering why this is so?**Our experience at Bologna on arrival and departure was swift, co-ordinated and easy begging the obvious question “If it can be done in Bologna why can’t it be done at Heathrow”?**Last night, exiting from Terminal * took us longer than the flight from Bologna to London. *We were exhausted and are in no hurry to fly with you again. We expected better service and are very disappointed.
Lack of concern and organisation from a section of BA dedicated to special assistance!
Improving their service and attitude to people with disabilities.
Been a customer for many years .
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