Originally Posted by SchmeckFlyer
Perhaps...
But BA is the only airline that has ever delivered my bags to me 2.5 hours driving time from the destination airport at no charge, actually saving me the hassle of schlepping my two bags through trains. Another time a bag of mine was damaged, BA, without fuss, authorised the purchase a brand new replacement.
When IB lost my bags and returned them to me damaged, forcing me to actually go to the airport myself to collect them, they basically told me "tough sh*t." All attempts at compensation for delivering my bags 6 days late and with my belongings spilling out fell on completely deaf ears. They essentially ignored me.
Agreed...
I think that BA has some great people and some great policies, but they are let down SOMEWHERE along the line: their luggage tracking system is terrible (customers and even their own staff have real difficulty locating bags) and/or maybe the interfaces between BA and third party systems/organisations (such as delayed luggage handlers/stores at Heathrow)...
Whatever the reason, I found the whole system MUCH too automated. When I lost my bag in January, I am convinced that it was seeing the lovely BA lost baggage ladies at Denver again (which connecting back through Denver a few days into the trip) that helped. If we hadn't found a "champion", then am sure that the suitcase would have still been waiting in Heathrow when we returned a week later...
Maybe/hopefully these statistics will make BA decide to investigate things... sounds like fun actually (investigating that mess)
Boo