bmi diamond club - Question about 25 hour delay

We just returned from a trip to Kyrgyzstan where we were delayed for over a day in Baku due to pilot illness. Because of VISA restrictions, all of the passengers on bmi 927 (12 July) were held in a cramped airport lounge without adequate air conditioning and were warned not to leave it or even look out the window by several uniformed Azerbaijani security personnel. In addition, the woman in charge of the lounge refused to allow any passenger to sleep either on the floor or on any of the handful of couches (try that for over a day). Do any of you have any suggestions on how one proceeds regarding compensation? The one bmi rep in Baku who spoke English said we would be contacted by the airline but so far we have heard nothing. Thanks in advance for your help.

Held prisoner and not allowed to sleep for 24 hours?

I think you should forget about bmi and get in touch with Amnesty International.

That's rather poor form.

You should immediately file claim with bmi's General Counsel that you will take them to court, as well as lay criminal charges against them for virtual kidnapping. Take this as well to the BBC and make them look like prize arses on national telly. Minimum compensation I would demand is 2500GBP. If they don't like it, take them to court...and keep up the barrage via social media as well.

Terrible. How come they could not issue you with a visa and allow you to go landside?

Not sure now but previously you could get a visa on entry?

That baffled us as well. Once we were let off of the plane, they marched us into a pretty ominous looking control area. Things got very interesting when one of the passengers took a picture which caused the armed guards to yell at all of us as they confiscated his camera. We were then told that it was impossible to be given temporary visas so, while the crew was allowed out to spend the night in a hotel, we were detained at the airport. In many ways, things just got weirder and more threatening from there.

That must have been an awful experience. :(

Still.. I don't see how BMI is responsible for the behavior of the airport Azerbaijani security personnel.

You should immediately file claim with bmi's General Counsel that you will take them to court, as well as lay criminal charges against them for virtual kidnapping. Take this as well to the BBC and make them look like prize arses on national telly. Minimum compensation I would demand is 2500GBP. If they don't like it, take them to court...and keep up the barrage via social media as well.

Good post. Start also with EU comp. I would have demanded rerouting, and if not bought my own ticket out. Several other carriers to help you.

Terrible. How come they could not issue you with a visa and allow you to go landside?

Not sure now but previously you could get a visa on entry?

I did, but that was before they ended VOA years ago. There was also an exception recently during the Eurovision.

Crew likely has visas as they probably change crews at times there as well.

Hope you enjoyed KG btw. They have lifted visa regulations for most relevant countries after your trip. Assume you had VOA, bit now no reason to line up for that.

While I'm sure it doesn't help, you should feel thankful you were in the NEWLY renovated GYD. The old airport AC was even worse! HAHA. Having been through Baku more times I can count for telecom work, I have been through the hoops at GYD enough times to know they still think their operating under the cold war days.

Since BMI are the ones who stranded you, why wasn't anyone on the phone with them at the time informing them of the situation?

Yes, the VOA is long gone. But certainly someone from a corporate level should have been able to work with immigration at least get you all clearance for a night at the hotel next door.

What a mess. Go after them with everything you've got I'd say. I'd have lost my $#!@ sitting in that marble and concrete tomb for 25 hours.:td:

Maybe BMI or their parent company British Airways would like to comment. I'm sure they see these blogs. There are two good quality Hyatts in Baku. I thought visas were available at the airport.

Yikes! Wonder how this'll be resolved. :confused:

Maybe BMI or their parent company British Airways would like to comment. I'm sure they see these blogs. There are two good quality Hyatts in Baku. I thought visas were available at the airport.

VOA program ended some time ago. You must process through your local Consular office in advance.

This has nothing to do with BMI and everything to do with the government. The COC has a specific provision making it clear that it is bound to obey local law.

You should undertake the following:

1. Notify BMI (am sure it's well aware) of the mistreatment by the government. Air carriers are beholden to local government for landing rights and all associated services so will tred gently.

2. Complain to British Foreign Ministry regarding mistreatment of its citizens by a foreign government. Little or nothing will come of this, but if it has happened before or happens again, perhaps there will have been at least a protest.

3. I would not take this up directly with the local government if you plan to travel there again. As you yourself witnessed, over-reactions and paranoia are problematic and this is not a situation you want to repeat. On the other hand, if this isn't happening again, by all means....

4. The likely result is that the disconnect between tourism and security apparatus is such that nothing will happen and, as a matter of perception, the right thing was done.

Being originally from Baku and having flown through its airport many times, I am not surprised with the experience you had. The airport is run by a man (Jahangir Askerov) with close ties to President, and he is pretty much free to do whatever he wants. This trickles down to poor customer service and retarded rules at times. And, they don't care who you complain to, because they have a good "roof".

I am sorry for the experience your had, though it's probably not bmi's fault.

This sounds like a perfect submission for Conde Nast's Ombudsman section. They take situations like this and work to get a fair resolution. Check out http://www.cntraveler.com/travel-tips/ombudsman/2012/01/ombudsman-no-recline-no-sympathy-stiffled-in-business-class-for-ten-hours for an example.

I also have been through GYD many times on business (via BMI) and honestly, no surprise. They [Azeri airport officials and officers] are unfortunately not well trained in providing great customer service (albeit my experience with customer service in American airports are probably not much better!). I had a bad experience with BMI customer service once when one of their engines decided to take a break and our plane headed to LHR was forced to land back (luckily safely) back at GYD. They put everyone in a hotel after we [passengers] asked the BMI staff to do so and being given the run around. Was a crazy experience and I vowed to avoid BMI again whenever possibly. Luckily Lufthansa is a great alternative (from FRA). Being a Star Alliance Gold member, I try to "keep it in the family". I am glad BMI is no longer Star Alliance (although I do miss their #1 Business Lounge at LHR!)

Being originally from Baku and having flown through its airport many times, I am not surprised with the experience you had. The airport is run by a man (Jahangir Askerov) with close ties to President, and he is pretty much free to do whatever he wants. This trickles down to poor customer service and retarded rules at times. And, they don't care who you complain to, because they have a good "roof".

I am sorry for the experience your had, though it's probably not bmi's fault.Thank you for giving us this information jmammadov - and congratulations on your first post

I would start by raising the issue with bmi, they are responsible for ensuring they have suitable crew. From what I've heard about that destination I hope the pilot was tested for drink. Pilot "illness" sounds dubious on a short turnaround like that. Crew drink like fish there.