Complaint to BA
Jul 15, 2014, 12:37 pm
#1
Original Poster
Join Date: Jun 2009
Posts: 21
Complaint to BA
Can anyone advise me how long it takes for BA to sort out a Complaint as it now 3 weeks since I completed their on line form re a 3 hr flight delay from Malaga. They have responded initially with a Complaint number then nothing.
Jul 15, 2014, 1:29 pm
#2
FlyerTalk Evangelist, Ambassador, British Airways Executive Club
Join Date: Jun 2008
Location: Somewhere between 0 and 13,000 metres high
Programs: AF/KL Life Plat, BA GGL+GfL, ALL Plat, Hilton Diam, Marriott Gold, blablablah, etc
Posts: 30,536
You could try calling them and asking what is happening to your complaint? That said, I think answering time varies and for people with no status I wouldn't be surprised if 3-4 weeks was quite standard.
Jul 15, 2014, 2:02 pm
#3
Join Date: Jun 2009
Location: MME (midway between NCL and LBA)
Programs: BA Gold, AF/KL Gold, Hilton Gold, Nordic Choice Gold
Posts: 743
I put in a complaint on 28 June and am still waiting although I did get a "we are working very hard to respond to all of our customers" holding email after 2 weeks.
I guess the may have a backlog due to the recent baggage issues?
I guess the may have a backlog due to the recent baggage issues?
Jul 15, 2014, 2:05 pm
#4
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Many of these depend on whether the matter can be resolved with some small gesture or whether research is required. If the latter, depends on the # of people involved, involvement of outstations and the nature of the issue.
Not enough ice cubes in a drink won't take too long. But, if there are factual issues, expect a lot longer. Also depends on what OP wants.
Not enough ice cubes in a drink won't take too long. But, if there are factual issues, expect a lot longer. Also depends on what OP wants.
Jul 15, 2014, 2:05 pm
#5
Join Date: Feb 2013
Location: UK
Programs: I go wherever the content takes me.
Posts: 5,698
Were you making a specific claim under EU regulation 261, or just a generic complaint?
Jul 16, 2014, 6:49 am
#7
Join Date: Oct 2004
Programs: BA Gold
Posts: 1,009
I called them on Saturday morning (seems a quieter period to call) and the [very helpful] guy resolved my problem there and then.
Note - if you call the 0845 number you seem to get thru after some wait, the 03* number just constantly says they are very busy and eventually hangs up the call.
try saynoto0870 website for alternate numbers to try.
Jul 16, 2014, 7:02 am
#8
Join Date: Nov 2009
Location: Trenton, NJ (PHL, EWR)
Programs: A3 Gold, BA Bronze
Posts: 1,633
I've been waiting on a proper response on a complaint for about two or three weeks now. Got the "we're sorry for the delay, still working on it" generic email earlier this week. EU 261 complaint plus complaint about rerouting and rebooking whilst in F.
Expecting to be told to jog off, but the long wait keeps hope alive.
Expecting to be told to jog off, but the long wait keeps hope alive.
Jul 22, 2014, 6:14 pm
#10
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
Maybe try a different number? I've occasionally found the Gold line to hang up on me for days on end. In general, I'm ignored more often than not until I chase an issue up. I've been impressed at the speed an issue is resolved on multiple occasions when I've got through to a real human to chase though.
Jul 22, 2014, 8:37 pm
#13
Join Date: Nov 2009
Location: Trenton, NJ (PHL, EWR)
Programs: A3 Gold, BA Bronze
Posts: 1,633
Nothing here yet either. Complaint lodged on 6/28. I specifically asked for EU 261 comp, as well as an explanation as to why I was essentially told to bounce from desk to desk to desk to get myself rebooked and sorted (misconnect at LHR) while traveling in F.
And I'd love to be told "here's your €300 for your three hour delay, and we are ever so sorry for treating you like steerage. Here's some Avios/voucher/whatever." But I'll be happy with the Euros.
And I'd love to be told "here's your €300 for your three hour delay, and we are ever so sorry for treating you like steerage. Here's some Avios/voucher/whatever." But I'll be happy with the Euros.