Forums › Frequent flyer programs › British Airways Executive Club › Complaint rejected
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Hi,
Recently took a flight from LHR to SAW and back.
On the flight back, due to inclement weather, our flight was delayed for 4 hours or so – Understand this is our of BA’s control but rather than disembark, they made us sit in the plane for the entire duration of the delay. Travelling with two kids, this was an absolute nightmare.
When we finally got on, turns out the aircraft toilet doors aren’t locking/closing properly so meant my wife didnt/couldn’t use the toilets for the entire 7 hours or so that we were on the flight.
Complained about all of this and basically got a ‘Sorry’ email with no compensation.
Checked later and they had closed the case – Has anyone had experience of responding back saying the resolution proposed isn’t acceptable and want to escalate? I emailed back recently but haven’t heard back so thought I’d ask. Thanks.
When it’s weather related planes often sit and wait in a ready to fly state to take advantages of sudden weather improvements. If your not ready you will miss your place in the queue..
And I don’t understand the toilet lock comment – just ask someone to stand guard and you stand guard for them.
I can’t see any benefit in resubmitting your complaint.
From your writing it sounds like ALL of the toilets had faulty locking mechanisms, this sounds incredibly unbelievable and barely warrants a response from BA. Did you ask the crew to show you how to use them?
I would think more carefully about what exactly you are complaining about (I can’t see anything worthwhile in what you have written) and what you would like the resolution to be before you think about escalating the issue.
@ChrisBCN there was probably only one or two toilets on a narrow body to Istanbul but I still don’t see why someone couldn’t keep watch while another goes to the loo.
Re sitting on the plane again it’s normal as the weather or take off slot couldn’t change at any point.
BA loos are so small you can keep the door closed with your feet!
On 2 of my recent flights we sat on for 2 1/2 and 3 3/4 hours, it’s an occupational hazard of air travel.
OP sounds like an inexperienced flyer, or could this one be a troll 😱
The USA has legislation that says planes with passengers may only wait on tarmac for a maximum period of 3 hours.
Passengers must be deplaned as soon as 3 hours is exceeded, if not before.
The US has levied multi-mlllion dollar fines several times I’ve seen reported, on airlines that have not allowed passengers to deplane (ie return to a gate and let passengers get off the plane) at or before 3 hours.
With that period of delay on that trip it’s about time more countries around the world followed the US.
What did the crew say about the toilet door problem? Were they actually denying use of the toilets whilst on the tarmac or did they light uo a sign with a bar through it showing toilets were out of use?
I’m sure some of these 1st time posters are genuine and perhaps this is one, but a reasonable proportion are almost certainly fakes.
In terms of toilets, doors have typically opened outwards on my recent flights, but I can’t see any reason why the OP couldn’t have stood in front of the door.
You’ve got me questioning myself now, I’m going to make a note of which way the door opens tomorrow!
I’m sure someone would have acted as toilet monitor though.
@ChrisBCN there was probably only one or two toilets on a narrow body to Istanbul
Oh come on, what plane leaving LHR only has one toilet! Only BA flies this route and could you tell me which BA plane flying anywhere from LHR doesn’t have at least 3?!
The front single loo is for CE (but should have allowed anyone to use if the rear one is out) and the A319 only has one rear so total two toilets so there’s that question answered.
but its not flying to SAW as far as I can see so a320/1 should have two rear loos but perhaps the OP was upfront and only saw the single loo and didn’t bother to speak to someone (seems bizarre for 7 hours)
The whole plane doesn’t but the ET cabin only has one or two and CE only has 1.
Like I said it’s strange you wouldn’t ask / find a work around but not everyone is 1) confident 2) aware of every plane set up and how many toilets there might be at other ends.
But if I was dying to go I’d put my (metaphorical) hand up for sure
It doesn’t seem to add up that a plane full of people, if it came to it, wouldn’t manage a “toilet monitor” solution over a period of 7 hours.
However, I would be grateful for thoughts on the following part of the OP, as I find myself in a similar situation:
Checked later and they had closed the case – Has anyone had experience of responding back saying the resolution proposed isn’t acceptable and want to escalate? I emailed back recently but haven’t heard back so thought I’d ask.
My claim for downgrade reimbursement has recently been marked as resolved, with no communication as to how. I rang BA and CSA said they could indeed see my case marked as resolved but couldn’t give me any further information. I was told to add a message to the original case, but haven’t heard anything back and wonder if I ever will given that the case has been marked “resolved”.
Anyone with that knowledge?
Since I rang, 10k avios have appeared in my a/c (still with no communication) which I suspect is a hopeful attempt to fob me off. I would therefore appreciate advice as to the best way to open a dialogue which will get me the desired result. Is it worth adding a further message to the original online claim, or is it now time for a real letter?
Many thanks as always for help and advice.@zio – check that the email you responded to was not one of those ‘no-reply’ ones. BA do sometimes require you to respond via a web link.
I haven’t replied to an email. As suggested to me on the phone I just added another comment to my original case reference. Since this says “resolved” and “closed” with a green tick my suspicion is I am wasting my time.
It’s increasingly the case that there’s no link to reply. I have just sent Waterside a letter by recorded delivery, which I find sometimes gets responses. The fact that you have to do that to get a response is, of course, a joke in itself.
Can I get free drinks as the “toilet monitor”?? 😂
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