M. & N. Mashengele*Tellusborsv*gen **, *** **, Stockholm, Sweden * *** ********* or...

GetHuman-nkomo's customer service issue with British Airways from January 2019

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M. & N. Mashengele*Tellusborsv*gen **, *** **, Stockholm, Sweden * *** ********* or ********* * *****@***.com* *Mr. Alex Cruz * Mr. Joerg Tuensmeyer*Chairman & CEO * Head of Sales Europe, Africa & Latin America*British Airways*Waterside PO Box *** *Harmondsworth, *UB* *GB *United Kingdom***.**.*****Dear Mr. Alex Cruz & Mr. Joerg Tuensmeyer,*I am writing on behalf of myself and my wife, regarding our recent vacation, part of which was with your airline.*Please allow me a few moments in your busy schedules to bring to light my complaint with some background information so you may understand my frustration. *In **** my wife relocated from London to Stockholm, to start a new life together, we were married May the same year. At the end of July, she was diagnosed with Stage *B Cervical Cancer, she endured * weeks of weekly chemo with radiation therapy * days a week. During this time, she spent some of those weeks in and out of hospital and was in extreme agony as you can imagine and her recovery was a long, slow and traumatic journey for both of us. In January ****, she was given the all clear. Unfortunately, her treatment had taken a great toll on her body and instead of celebrating, she had to undergo further treatment and care, which included home care and dieticians. *As we had had a small ceremony to mark our union, we had decided to have a destination wedding, which would include all our loved ones, sadly because of her diagnosis we had to cancel these plans. As a way of cheering her up and giving her something other than her illness to focus on, I told her we would plan a Christmas getaway. We settled for Zimbabwe – my mother resides in Bulawayo and I had not seen her or my eldest brother and his family in three years, the other would be Durban, because most of my wife’s family live there and I knew it would mean the world for them to see her well. Our final destination would be where we would have had our wedding reception, Zanzibar (Tulia Beach Resort) . We were both excited and by may we had booked all our flights and hotels. *My wife continued to improve and get stronger and the prospect of a much-needed vacation really gave her something exciting to look forward to. We started saving up for presents for our family and we gathered everything we thought they would love as you do. We planned every last detail, which would include us taking, what we imagined, amazing images and videos using a drone our friends had lent us. I am a novice cigar smoker, who also enjoys the occasional rum accompaniment, so I bought some cigars and we packed everything up in my larger suitcase. We were beyond excited when we left our home to embark on our long overdue “comeback” vacation. *We departed from Stockholm on Saturday **nd December **** to D*sseldorf, Germany where we would be boarding our connecting flight to London (BA *** at **:**pm). We waited a very long time for the check in desks to be opened and once staff arrived, they seemed overwhelmed because of that. This is when things began to unravel and become rather stressful for us. At check in we were advised that all hand luggage would have to be checked in, we attempted to explain our situation to the desk agent that, if possible a) my wife required her medicines from the bag as she could not fit these into her handbag and b) that our connecting flight meant that we would simply not have time to collect the bags on landing as it meant going through immigration, she did not bother to listen and left us no choice but to put the bags through, she argued that we would not have to go through immigration to reclaim our bags, but she clearly had no idea of how Heathrow is set up.*On arrival to Heathrow, my wife who is still recovering was forced to run the entire way to immigration, collect our bags and then make another dash through to security. Due to the delay of recovering our hand luggage, this caused problems getting us through security even though we were already check-in to fly. As a consequence of these events, we were quite frankly, made to feel like terrorists and that we had breached some kind of protocols, when in all fairness everything could have been avoided by your agent. She also failed to sit us together for the flight from Dusseldorf and the long-haul flight to Johannesburg (BA ** departing **:**pm). BY this point it all proved to be too much for my wife and she had a breakdown – I am sure you can understand that this was not the way I had envisioned her being after everything she had had to endure already. Thankfully, one of the gentlemen in her row, came to look for me and we exchanged seats, your flight attendants were unhelpful and showed not empathy and sympathy for our plight.*On arrival to Johannesburg, we discovered my bag was missing (********) and until as of the **th January **** it was still missing, until we received a call to say it has been found. Prior to this, we had made countless enquiries to your ground staff in South Africa, your online, email and telephone customer service teams and we had no joy, or any feedback for several days. It was only after calling daily for * days that the phone was finally answered after a brief unsuccessful conversation, we were promised a call back, the call back finally came on our last day in Zanzibar (**th January ****). It was finally delivered this morning, from what we can gather it never left Germany and we cannot understand why it has taken all this time to locate it, again no explanation and no apology. Grateful for getting my bag as it contained some things of sentimental value that could not be replaced.*I had had to fork out money that I should have been using to spoil my wife and myself to buy clothes, all this after forking out £**,***.** for the entire vacation. The Christmas presents for our loved ones whom have had to go without because of this loss*delay are now back with us. Our time with them was spent trying to locate my luggage, time which I can never get back. To say our experience with yourselves has left us disappointed, sad and utterly upset is an understatement. Your handling of everything has left us with a very bitter taste in our mouths not to mention what should have been a celebration for beating cancer, was instead ruined by the whole experience. We have no exciting photos or videos to show, the cigars I had set aside to enjoy on the balcony of our beautiful villa have spoilt. The saddest of all remains the fact that your service ruined our vacation and that is time we can never get back and we do not know when next we will be able to take another one to make up for the one you ruined. *The lack of anyone responding to our emails is very alarming for such a reputable company such as your own. It took my wife having a rant on Twitter to get a response, why should one have to put you on blast and tarnish your image and reputation I ask myself? The most assistance we received was from an Agent who does not even work for BA, but she went out of her way to try and assist us, that is the kind of person you need on your Team, that’s the kind of care your clients deserve. Its a sad day indeed when a company of your statue fails to even apologise or make it right. Sad indeed Mr Cruz and Mr Tuensmeyer. It is my sincere hope that this never happens to anyone else and that you can understand the frustrations of a simple hardworking man who only wanted to make his wife happy. I hope too, that we will get a response, from yourselves.*This kind of negligence should not be happening.* Sincerely, * Very disappointed clients,*Nandi & Mandla

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British Airways

Customer service issue
Reported by GetHuman-nkomo
Jan 18th, 2019 - 3 years ago
Not resolved
Seen by 14 customers so far
Similar issue to 2784 others
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GetHuman-nkomo started working on this issue
Jan 18th, 2019 1:27pm