Dear [Tapuach]

Thanks for your email dated 21 April. I apologise for the delay in our response.

I'm sorry to hear you're unhappy with the way your complaint has been handled and I've therefore reviewed the issues you've raised.

I appreciate how frustrating it must have been for you when it too almost two hours to check in for your flight from Montreal. I realise this was due to an issue with your baggage and the amount of bags stated in your booking. I'm pleased to note that our staff at the airport managed to resolve this for you and check in your permitted baggage allowance.

It's disappointing to hear you weren't happy with the standard of service on your flight and you were unhappy with the food served and also that you had problems with your seat. I'm sorry if our crew weren't able to resolve these issues on your flight, and whilst I understand you have said that you saw the crew reporting this, we don't appear to have a record of this.

We realise how disappointing it is for passengers when their baggage doesn't arrive on the flight and appreciate the inconvenience this may cause. So we can look into this further, please could you confirm your baggage reference number that as provided to you at the airport when you arrived in London Heathrow. Please also use the following link to submit any receipts you may have for items you needed to purchase whilst without your bag.

We're very grateful you've taken the time to let us know what happened when you travelled with us and as a frequent flyer, we rely on your feedback. I’ve sent the details of your complaint to our Customer Experience team who meet often to talk about any problems that have been brought to our attention.

Their goal is to make sure we can fix any issues as soon as possible to stop them happening again, or at least to put plans in place so we know how to solve them. Sometimes it can take time for us to fix the problems we’re having, but we’ll always work hard to make sure they’re resolved. Our Management team are interested in speaking to our customers. They often meet with small groups of passengers to answer any questions they might have and to learn more about their views.

As a Gold Member of our Executive Club, we really value your support so thanks again for getting in contact with us. If there's anything else I can help with, please don't hesitate to contact me using the blue link below.


Best regards

<BA associate>
British Airways Customer Relations