After the Ironman Sweden race I was flying from Copenhagen to Newark (NJ, United States), my third flight with BA within a few weeks. British Airways had already lost my bike twice (see here for one, see here for two). Unfortunately they did it three times. Third time connecting through Heathrow, third time losing my bag, third time being terrible at keeping me updated.
Like I had done on my way to Sweden I spoke to the gate agent and asked if my bike made it onto the plane. It had not. I was livid, absolutely livid. The previous two occasions had cost me money, time and inconvenience. On the plane I sat down and was extremely angry with British Airways. The cabin manager, again, a polite and friendly face of British Airways was incredibly apologetic and sympathised with me as his mother had gone through (even worse) issues with lost baggage whilst on a cruise. He did a good job of cheering me up somewhat and submitted a very well worded complaint to the customer service department. He showed me when he was submitting it and explained that he wished he could do more but unfortunately couldn’t. At least they gave me food first, so I didn’t have to wait until the end of the food service to get tucked in to some mediocre calories (as I was at the back of the plane).
At Newark I spoke to the baggage agent again. I was getting used to dealing with them. I got my unique number and this time there were no more flights from Heathrow to Newark, so my previous strategy of camping in the baggage reclaim was out of the window.
Being the third time this had happened, I had strategies on how to deal with lost baggage. Hammer the social media department so everyone could see how deficient their service had been. Being the middle of racing season I still had races to get to and needed my bike this time for the ITU world champs in Edmonton, Canada. Having lost all faith in airlines I resolved to drive there from New York, see a few sights on the way, and cycle and run in some great landscapes in the ‘flyover states’.
2 days passed, the social media department must have disliked me by then. I was eventually given the flight number on which I could expect my bike to be cargo. I went to the airport the following morning as I hadn’t heard anything further from anybody despite being reasonably confident my bike was in Newark. I got there at 9am which turned out to be a mistake given the EWR baggage service staff don’t start work until much later in the afternoon. Delta, Virgin and other airlines all had reps available to deal with baggage services so I asked them about British Airways and they all told me the same, British Airways arrive about 3pm and I could speak to someone when staff come to check in passengers. Luckily I had my ukulele with me so stood in the empty line in front of the empty BA check-in desks. After a while a security guard came to tell me they wouldn’t be open for a few hours so I told him my situation and that I had nothing better to do than wait in the airport for BA staff to start working. They were very friendly and they even joked giving me busking money as I stood and played.
In the early afternoon after multiple coffees, pastries and other sundries from Dunkin Donuts, the security guard happened to know the girl who worked for BA and pointed her out and advised I run after her before she entered the secure area. She was a bit curious who the chap was running towards her but after explaining the situation I let her know about my bike, and voila, 3 minutes later she reunited me with it.
After vowing never to fly British Airways again I decided to give them one last chance at redemption. I awaited a response from the complaint lodged by the cabin manager on my flight (I wish I remembered his name because he was the only bright spot in an otherwise broken system). No response came so I logged another complaint.
It’s now been 2 months since everything hit the fan and the systems still show my bag as being traced by the system:
The response I got from BA was:
Dear Mr Doherty
I am sorry your bicycle was delayed on your flight from Dublin to London Heathrow on 30 July 2014. I understand how frustrating this must have been for you, especially as you were heading to compete in a triathlon.
I spoke to my colleague from London Heathrow today who informed me of the delay. Unfortunately, as the carrier of that particular part of your journey was Aer Lingus I am unable to tell from their file whether the bicycle has now been returned, but I hope it has been.
I hope the delay has not impacted on your competitions and does not deter you from flying with us again in future.
Best regards
Hayley Purves
British Airways Customer Relations
Your case reference is:12623081
So, the customer relations person did not acknowledge my other issues, didn’t know whether my bike had been returned, and basically did nothing. What a crock of s***.
Here’s a summary of the issues I had:
PART 1 (Dublin):
– The online system was never updated
– My bike arrived the same day as me, but there was a huge backlog of bags so no-one notified me of it
– I had to pay a taxi to take me to Dublin Airport
– At Dublin Airport, no-one answered the baggage courtesy phone
– I had to make international calls from my cell phone which were costly
– After getting my bike back, I had to pay for another taxi from Dublin Airport
PART 2 (Copenhagen):
– I wasn’t able to get to my hotel in time due to the delay waiting for baggage so spent ~$100 for an extra night at another hotel.
PART 3 (Newark):
– My road trip was delayed 2 days while I waited for my luggage
– I had to sleep on a friend’s soda for 2 nights (buying them dinner both nights by way of thanks)
– I stood around the airport for a whole day waiting for my bike, and paying for parking costs.
SUMMARY:
British Airways are rubbish at transferring outsize baggage between flights at Heathrow.
I will not fly with them again unless they acknowledge their issues and do something to make it right.
I will continue to broadcast my issues with them
British Airways staff are consistently friendly and polite, but their baggage systems are BROKEN!