Full marks to BA until....

Old Jan 9, 10, 3:17 am
  #1  
Original Poster
 
Join Date: Aug 2009
Location: London, Strathaven
Programs: BA (Gold). Various other statuses
Posts: 1,450
Full marks to BA until....

...they lost my luggage. Flying last night LGW-GLA. Went to Club/First check-in. Only one desk open and a group checking in guns. The check-in lady realised I was waiting, called her supervisor over who took me to the front of the economy check-in queue. Well done BA.

Pleasant welcome in the first class lounge; the lounge dragons kept us fully up-to-date about the status of the inbound plane/crew, the reasons why it couldn't get on stand (not all stands were accessible because of the snow and ice). Well done BA.

At gate Golds and Silvers were asked to come forward for boarding first. Well done BA.

Despite their delay the on-board staff were cheerful, chatty and helpful. Well done BA.

Arrived at GLA, waited for bag. And waited and waited. No sir, it's not on the plane explains the lost luggage man whilst his colleague went and checked the other belts "just in case". Very apologetic and helpful. A schadenfreude-esque well done to BA.

If it hadn't been for the loss of the case it would have been an almost perfect performance by BA at the end of what must have been a very stressful week for all involved. Let's hope they now deliver my case in one piece.

The only stupid person in this story is me. I probably could have taken the case on board with me but my other hand luggage was very heavy with two laptops amongst other things and I was fed up of dragging the other bag around so I checked it in. This is the second time this has happened in the last year so perhaps I should have learned my lesson by now.
tuff is offline  
Old Jan 9, 10, 7:52 am
  #2  
FlyerTalk Evangelist
 
Join Date: Dec 2008
Posts: 12,014
As I was going through arrival after getting back from my trip, a lady from baggage services was in the process of directing a long line of baggage trollies from the baggage hall...

She told me they were part of the 12,000 bags that will be getting sent by courier to their owners following the disruption... So hopefully will arrive sooner rather than later.
BingBongBoy is offline  
Old Jan 9, 10, 8:32 am
  #3  
 
Join Date: Dec 2009
Location: London
Programs: Mucci Petit Four de Pucci, RedVee's Navigator Badge, BA Gold, Hilton Diamond
Posts: 3,076
Originally Posted by tuff View Post
Well done BA
This is what it should be like - and usually is. Just wish it was 100%.
Fruitcake is offline  
Old Jan 9, 10, 9:34 am
  #4  
Original Poster
 
Join Date: Aug 2009
Location: London, Strathaven
Programs: BA (Gold). Various other statuses
Posts: 1,450
Phone call this morning - the bag has arrived at the airport and will be with me by 1300. At 1255 the door bell and there was my suitcase! In the meantime my partner had gone shopping for some clothes for me. I wonder if I will be able to claim that back on the insurance?
tuff is offline  
Old Jan 9, 10, 9:50 am
  #5  
 
Join Date: Mar 2008
Location: West Sussex Flying Club
Programs: Hilton Silver VIP, Overworked Cabin Crew
Posts: 75
Hi Tuff
Its nice to read such a positive review of BA Gatwick and its also good to hear that the fly in the ointment re your bag has now been remedied

Time after time as crew at Gatwick, it seems that we are getting things mostly right and then one thing happens to spoil it all and cloud our customer's view of us, especially as what happened to spoil your otherwise good experience, happened after you left the aircraft and has possibly overshadowed your otherwise positive experiences that day.

That said, Im glad that Gatwick is now trying to re-gain full momentum, Im not due to fly again until next Saturday after my annual exams, anyone coming to Tampa?
galleyslave is offline  
Old Jan 9, 10, 9:58 am
  #6  
 
Join Date: Apr 2008
Programs: Lord OPebble - Mucci of the Hour. Diamond Class MUCCI.Chevalier du Circle Intime de Pucci
Posts: 7,088
I don't often fly from LGW, but every time I have, I find that the staff do everything by the book including priority checkin and boarding.

Wish that lot at LHR could read!
OPebble is offline  
Old Jan 9, 10, 4:31 pm
  #7  
 
Join Date: Dec 2009
Location: London
Programs: Mucci Petit Four de Pucci, RedVee's Navigator Badge, BA Gold, Hilton Diamond
Posts: 3,076
Must agree the LGW team are great; for instance, in the lounge they always check the flight for you as you arrive in my experience. Presumably LGW is too big to get outsourced?
Fruitcake is offline  
Old Jan 9, 10, 5:32 pm
  #8  
 
Join Date: Aug 2009
Location: BOS
Programs: MUCCI Master of the Pots de Miel (mmm!). No greater than this can any mortal rise.
Posts: 82
Originally Posted by tuff View Post
Phone call this morning - the bag has arrived at the airport and will be with me by 1300. At 1255 the door bell and there was my suitcase! In the meantime my partner had gone shopping for some clothes for me. I wonder if I will be able to claim that back on the insurance?
The contrast between US carriers would handle this and the way BA did cannot be more stark. The OP reminds me, once again, of why I love BA and still think it's among the most outstanding operations in the sky.
Turnus127 is offline  
Old Jan 10, 10, 1:18 am
  #9  
 
Join Date: Apr 2007
Programs: qantas platinum (OWE), hyatt platinum, hertz gold
Posts: 203
Originally Posted by Turnus127 View Post
The contrast between US carriers would handle this and the way BA did cannot be more stark.
You gotta be kidding. BA (3 years ago) lost so much luggage they ended up burning it (and/or selling it). My daughter's included. Someone can probably remind me - was it upwards of 250 000 pieces lost?
dragonman is offline  
Old Jan 10, 10, 6:45 am
  #10  
Suspended
 
Join Date: Jun 2006
Location: Earth
Programs: Proud owner of 3 Mucci's (yes, 3!) the latest being Chevaliere des Bains Chauds, BA Silver (6 yrs)
Posts: 10,985
Originally Posted by Fruitcake View Post
Presumably LGW is too big to get outsourced?
We can but live in hope.

Thank you for your kinds words about the LGW team.
sunrisegirl is offline  
Old Jan 10, 10, 7:28 am
  #11  
 
Join Date: Oct 2009
Location: North East England
Programs: Back to BAEC Gold
Posts: 121
Originally Posted by galleyslave View Post
Its nice to read such a positive review of BA Gatwick and its also good to hear that the fly in the ointment re your bag has now been remedied

Time after time as crew at Gatwick, it seems that we are getting things mostly right and then one thing happens to spoil it all and cloud our customer's view of us, especially as what happened to spoil your otherwise good experience, happened after you left the aircraft and has possibly overshadowed your otherwise positive experiences that day.
My personal experience of Gatwick crews has been totally positive. CW yesterday to Tampa being a prime example. Attentive service delivered with a smile. Any problems not crew related (broken forward toilet door and fainting passenger)

I have three more 2166/2167 flights this month and look forward to them all
Northern_Flyer is offline  
Old Jan 10, 10, 8:20 am
  #12  
 
Join Date: Mar 2008
Location: West Sussex Flying Club
Programs: Hilton Silver VIP, Overworked Cabin Crew
Posts: 75
Originally Posted by Northern_Flyer View Post
My personal experience of Gatwick crews has been totally positive. CW yesterday to Tampa being a prime example. Attentive service delivered with a smile. Any problems not crew related (broken forward toilet door and fainting passenger)

I have three more 2166/2167 flights this month and look forward to them all
Thats great to hear! When are you returning from Tampa? I fly out on Saturday so will be bringing the flight back on Sunday evening
galleyslave is offline  
Old Jan 10, 10, 9:12 am
  #13  
 
Join Date: Oct 2009
Location: North East England
Programs: Back to BAEC Gold
Posts: 121
Originally Posted by galleyslave View Post
Thats great to hear! When are you returning from Tampa? I fly out on Saturday so will be bringing the flight back on Sunday evening
LGW 20th, Tampa 25th, LGW 30th.
Northern_Flyer is offline  
Old Jan 10, 10, 1:49 pm
  #14  
 
Join Date: Apr 2008
Location: Glasgow
Programs: Amex Centurion, HHonors Diamond, Virgin Gold, BA Gold, Emirates Gold
Posts: 130
I have to agree that the LGW service can be very positive. I have flown three times from GLA to LGW to BDA in CW last year (2009) and the GLA to LGW and LGW to BDA experience has always been impeccable. Shame I cant say the same about my LHR experiences!!
bos2gla is offline  
Old Jan 10, 10, 6:36 pm
  #15  
 
Join Date: Jun 2008
Location: UK
Programs: BA Gold, BD Gold (RIP), TK Elite, HH Gold, Marriott Silver, SPG Gold, IC RA, Hertz 5*
Posts: 589
I have to agree the very few times I have flown from LGW it has been a most pleasant experience. I actually have 2 trips booked in the next few months from LGW (1 in Jan and 1 in Feb). I really do wish operations in LHR were more like LGW (particularly when it comes to priority boarding)!

Good work sunrisegirl & galleyslave and perhaps I'll see you in LGW
TuxTraveller is offline  

Thread Tools
Search this Thread