Originally Posted by
jamespvg
The other problem is the finger pointing (airport says call; telephone line says airport) and misinformation (different agents say different things). This is a training issue. Indeed, it was fairly clear last night that the infrastructure, at least at SFO, is just not well equipped to handle these events.
Well there is a solution to the finger pointing issue, and it would be brought a swift end if the following happened from time to time:
a) airport staff say "call BA"
b) BA call centre staff say "we have no information / not been cancelled, check with the airport staff"
c) Make very precise note of exactly what was said, the agents' names and the exact time of the call / encounter.
d) Make your own booking
e) Charge BA for that booking, which they will initially refuse to pay.
f) MCOL on the basis of (a) to (c) and BA's apparent refusal to fulfill Article 8 (Right to reimbursement or re-routing). It would be then down to BA to prove that a) and b) did not happen.