Originally Posted by
itsmeitisss
Trip update... I feel so famous with everyone's feedback! In Nairobi, BA has completed my journey this way, now onto some propellor planes. All looks well.
From now on, all bookings will be a follow up email to the GGL to confirm bookings/ticketings. Lesson learnt.
Compensation wise, they were very apologetic, and while I do think taking 9 hours to rebook was long, in the end I'm quite pleased with the outcome.
EC261 fully awarded as well. More happiness.
To be honest, this quote about the gate staff is bang on. I will never fly BA out of LAX again. The gate staff was the worst I had seen. Completely uninterested, didn't give any cares. When the GGL line said the original ticket could be ticketed, they need 5 mins, gate staff simply looked away and muttered "well it's last call". At one point Alison even asked "did you even have a ticket?". GGL asked to speak to them to explain, they refused to even consider the call. This could all have been avoided, in my opinion, and resolved, if gate staff had even a small amount of interest in the matter.
Further, the OneWorld Business Lounge SUGGESTED I just go to American and see what they can do. (I was now waiting the requested 2-3 hours for the UK office to open to further resolve the issue).
For the record, at American, they let me into the lounge at Flagship with no boarding pass. The staff went beyond to find tickets, even finding ways to discount them, may options. When GGL called back to check on me, American reps came over, said to just enjoy the lounge, come back at 430 am if still no ticket, and they would have a note on file (which was there) to let me back in. Just felt like they cared 1000 times more than BA did, and tried to help the situation even though it was none of their fault or issue. They even called GGL to try to put me on the flight direct to LAX in one hour that night but revenue wasn't open to approve the arrangement. Just amazing customer service. Numerous times they have been helpful beyond belief in crisis. Maybe not everyone's experience, but I do go to the them right away and know I will be cared for.