 Poster: A snowHead
|
I flew with BA to Zurich in early Jan for a weeks ski touring in and around Klosters. On arriving at Zurich my ski bag didn't turn up. I pack everything in my Head Monster i.e skis, helmet + all clothing both ski and leisure. The only thing I pack separately are my boots.
So after ranting and raving at the airport I was given a phone number and reference and told to check back as if it was still at London Gatwick it may be possible to get it on the evening flight and so I would have it by the morning hence only 1 day hire needed.
To cut a long story short after many calls, no one knew where the bag was and so I told them that I needed to replace nearly everything otherwise my holiday was busted. They were not sure but finally said just do it and keep the receipts, and I asked them to note this in my file.
I then proceeded to buy all the holiday 'essentials'. What worried me was that 'essentials' for a ski touring week were made up of ~ £800 ski wear and ski hire alongside ~ £80 of pants, socks, t shirt and toileteries.
I had to buy them otherwise my holiday was ruined but when they were going on my credit card a sweat broke out!
When returning to UK and filling in the claim form I felt even more unsure 10:1 ratio ... would they see my 'essential' choices in the right light?
End of story .... no problem at all, unfortunately BA's liability ends at £801.18 so I could not receive full compensation but WOW you ain't seen me complaining. They even sent me a great letter apologising and recognising the problem with lost luggage at London Gatwick.
BTW my bag was mistakenly sent to Salzburg and was redelivered to my chalet in Klosters on the Wed after we flew on the Sat.
Thanks BA!
|
|
|
|
|
|
Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
|
|
plectrum, I'm really glad you got your kit back, but if they had not lost it, then you would not have been put under that amount of stress on holiday. As you point out, you did not receive full compensation, so I would hope that your travel insurer is picking up the BA shortfall.
|
|
|
|
|
|
Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
|
snowbunny, I didnt have that kind of insurance! I only had heli rescue and unbreakable medical insurance!
TBH I am not concerned in the slightest about the £80. I have a full brand new wardrobe! I'm just glad the girl dealign with my claim was 'human' and understood from teh start that losing luggage is a traumatic experience when you have spent a serious amount booking a holiday.
|
|
|
|
|
|
You need to Login to know who's really who.
You need to Login to know who's really who.
|
|
I'd rather BA didn't lose bags in the first place.
|
|
|
|
|
|
Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
|
plectrum, Nice work....
That's a pretty brilliant outcome - you're £80 down, but have all your own stuff back as well as £800 of new gear! Bargain...
|
|
|
|
|
|
You'll need to Register first of course.
You'll need to Register first of course.
|
plectrum, did they charge you for excess baggage on the return? 
|
|
|
|
|
|
|
|
|
Mark Hunter, I've never been charged excess and my bag is always 27kilo.
|
|
|
|
|
|
|
|
I have a similar example of being pleasantly surprised by BA's generosity. I was flying back from Zurich on Dec 23rd, and my bootbag didn't show up. The missing boots were a relatively old pair of Salomons, and certainly wouldn't have been covered under travel insurance (which typically heavily depreciates the value of ski kit from day 1, and assumes no residual value from around 4 years).
The bag was delivered home on the afternoon of Christmas Day (!), but had been cut clean in half, and was minus one ski boot. I got a call early in the New Year from BA telling me to buy replacement boots, moulded insoles and bag, and to fax them the receipt for for the new items to speed up the claim. They didn't ask me to provide receipts for the lost/damaged goods. I got a cheque back within a week for the full replacement cost (£330).
Now does anyone seriously believe that Mr O'Leary at Ryanair would offer similar treatment?
|
|
|
|
|
|
You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
|
|
Julian T, all this generositry may have been honed by BA having so much experience of losing bags.
|
|
|
|
|
|
|
|
|
achilles, Yes it is quite clear that they have a major problem in losing baggage. The letter pointed out that they are having to bring in a department specialist to resolve the problem. This though does not diminish the general amiability in not questioning my claim or trying to argue. It was really nice to be believed for once by a major organisation.
|
|
|
|
|
|
snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
|
|
plectrum, fair comment.
|
|
|
|
|
|
And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
|
Yes.
To a certain extent it isn't the fact that things go wrong that matters - that can happen in any organisation.
It is how they put things right after they do go wrong that is important from a customer service POV.
|
|
|
|
|
|
|
|
|
|
|
You know it makes sense.
|
Frosty the Snowman, that's OK, the article says it only applies to cattle class 
|
|
|
|
|
|
Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
|
Yoda, I saw a cat on an Air France long haul flight earlier this month. 
|
|
|
|
|
|
Poster: A snowHead
|
|
|
|
Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
|
laundryman, I trust it was up front, beneath feline dignity to be elsewhere 
|
|
|
|
|
|
Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
|
Yoda, nope, but I was. 
|
|
|
|
|
|
You need to Login to know who's really who.
You need to Login to know who's really who.
|
|
Yoda, Next trip you see me on I will don a BA logo on my coat as a sign of their sponsorship! BTW heading off with John Hogg on his Silvretta Alps tour in April. Can't wait looks amazing fun with 6 summits in 6 days including Piz Buin summit!
|
|
|
|
|
|
Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
|
The blighters have done it to me now. After waiting 5 hours for my LHR to Munich flight yesterday, ny boot bag didn't show up (along with about 50/60 other people's luggage. I've rented boots and a helmet and bought gloves and sun specs. No doubt my kit will turn up, but what a pain! I've managed to leave my passport in a rental shop as well (I hope).
BA tried to lose my boots on a Zurich - LGW flight last month, but just failed. Good for them for persisting, I suppose; if at 1st you don't succeed...
|
|
|
|
|
|
You'll need to Register first of course.
You'll need to Register first of course.
|
|
richmond, bummer. Insurance does not really make up for that. Makes the case for those who like travelling with boots in hand-luggage - - or not travelling with an airline with a reputation for losing bags.
|
|
|
|
|
|
|
|
|
Yes indeed. It's a shame, as I like BA in other ways, for short haul anyway. Still at least I get a snazzy new pair ofsun specs and a decent pair of gloves out of it.
|
|
|
|
|
|
|
|
Flog it all on eBay and end up a few hundred squid up (the old kit, that is  )
|
|
|
|
|
|
You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
|
|
richmond, hope you get the passport back.
|
|
|
|
|
|
|
|
My boot bag came back from Munich a few years ago having been dragged half way accross the runway, trapped in a luggage belt and thrown around the hanger a few times - at least that is what it looked like! BA were great - the woman took one look at the state of it and told me to replace the bag and if anything inside was damaged - boots included - they'd replace that too - no quibbles - I hadn't even thought that far. Wrapping my boots in my ski trousers paid off to protect the boots, but I'm now the proud owner of a really nice pair of brand new North Fece trousers and a sparkly new boot bag with thanks to BA. The cheque arrived within a week of sending the receipts for the replacements too - now that's service! Oh and even better - it was AFTER a really great weekend in Flacchau too. 
|
|
|
|
|
|
snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
|
|
Passport retrieved. All I need now is my own boots and all will be well.
|
|
|
|
|
|
And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
|
|
My boots have arrived. Hurrah! (I must be getting fussy in my old age but the hire boots were terrible things.). I've found somewhere to watch the rugby (an 'Irish' bar, but, hey, it'll do). All we need now 30cm fresh snow and some sun and things'll be perfect.
|
|
|
|
|
|
|
|
richmond, give it a coupie of days 
|
|
|
|
|
|
|
|
FAQ
