Dear All, I want to advice you all not to utilize BRITISH AIRWAYS services, it’s not at all reliable if it’s coming to the safety and security of your luggage and valuables. I lost my Check In suitcase, which consists of my shopping of more than 85 thousand rupees, in hands of this pathetic Airline Company.
I travelled through BRITISH AIRWAYS from London to New Delhi on 1st June 2016 and handed over 3 suitcase for Check In without any fear and doubt however received only 2 upon arrival at IGI Airport, New Delhi. I immediately contacted BRITISH AIRWAYS representative who was very much present near the conveyor belt. He checked his system and first said that that the suitcase showing arrival at Airport but after rechecking his computer he said that the suitcase was last scanned at Heathrow and have not arrived yet, he noted my complaint and issued me a letter with complaint reference number mentioning in it. I requested him to show the footage as he first said that the suitcase has arrived at airport but he refused my request completely and insisted that the baggage has not arrived yet and the same will be delivered at my place within 48 hours.
I left airport with an assured mind and waited till next day however next day upon contacting the Customer Care I was told by them that the baggage was last scanned at Heathrow and not arrived in India yet. They advised me to wait for some more time and assured that will send emails to the respective departments for faster action.
This process of contacting customer care and their same statement of ‘Last Tracked At Heathrow’ continued for 20 days. On 20th i.e. 23rd June day I realized that contacting India based Customer Care is just a pure waste of time as they people are doing nothing but just passing buck, I thought of contacting BRITISH AIRWAYS London office through one of my London based friend. He called BRITISH AIRWAYS London office and took me on conference call, after passing the security question the lady surprised me by saying that the baggage was sent to India in the same flight in which I was travelling and now their duty is over and advised me to contact police at Airport for further verification, I was completely shocked and stunned because till morning their India based customer care was telling me an altogether different story.
The lady further assured me that she is sending me an email which she advised to take printout and contact the Airport Police however she failed to send me email in given time frame and upon contacting their CEO Mr. Alex Cruz through email on 30th June she called me an apologized and sent the email.
On 23rd June only I again contacted India based customer care of BRITISH AIRWAYS who got surprised with the view of their UK office and advised me to online register the claim after one day due to their 21 days waiting period policy, I registered online complaint as per their advice.
I took printout and visited Lost & Found department at Airport on 4th July but unable to find any clue over there, further advised by officer over there to contact Airlines only as they are the whole sole responsible for Check In baggage.
Same day I visited Airport Police Station and launched an FIR but again given to understand by police officer that this is the sole responsibility of Airlines to deliver the Check In baggage.
I again contacted Mr. Alex Cruz and requested to look into the matter but again he forwarded my email to the same officer who earlier refused my claim request. She again mailed me that their responsibility is over now and refused my claim request.
I then emailed British Ambassador in India with CC to Mr. Alex Cruz, who again sent that email to the same lady however this time I have been advised by her to write to Centre for Effective Dispute Resolution(CEDR) for an independent decision to be made.
Now I am patiently waiting for the reply of CEDR and will plan my next step after listening from them.
So friends this is my advice to all of you to avoid BRITISH AIRWAYS and keep it as last option only as they don’t care about their customers and not reliable at all.
Regards
Sudhir Kapoor