BRU: Delayed flight, potential missed connection! No one to talk to!
Nov 12, 2018, 6:29 am
#76
Join Date: Jun 2009
Location: UK
Programs: Lemonia. Best Greek ever.
Posts: 2,271
Good luck on the exhibition stand.
In the past, all airlines used to have a "Station Manager" wherever they flew to. Is this no longer the case? If it is the case, where was the one in Bru?
In the past, all airlines used to have a "Station Manager" wherever they flew to. Is this no longer the case? If it is the case, where was the one in Bru?
Nov 12, 2018, 7:06 am
#77
Join Date: Dec 2009
Location: near Heathrow
Programs: BA GGL/CCR, GfL (OWE), SA LifePlat (*G), BD Gold to the end, Hilton Diamond
Posts: 2,910
Nov 12, 2018, 7:33 am
#78
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,766
They are generally called Airport Managers now. It may be s/he wasn't on duty at the time, and in some cases they are shared between airports (SFO, SJC and OAK all had one manager between them), but their ability to do much in this situation is also potentially limited unless there was a really obvious solution such as a direct SN flight to CPT two hours off. They are usually the non uniformed but smartly dressed person hovering around check-in or at the gate.
Nov 12, 2018, 8:27 am
#79
Original Poster
Join Date: Jun 2014
Programs: Executive Club: Gold - Flying Blue: Gold
Posts: 1,382
and a further advice to you all, if you ever get caught in a situation like mine and end up in a hotel provided by BA make sure that they actually give you a voucher for the duration of the layover. Yesterday night I have asked the BA agent if the Sofitel voucher was valid till 19:15 (my flight is at 21:15) and he said yes. At 15:00, I went for a cigarette and when I cam back the room key didn't work. Went to reception and they told me I should have checked out at 12:00. I said BA told me I could stay till my flight. The hotel receptionist, told me BA always says that and they have to face agery passengers. So I had 2 choices, either go back to the terminal and ask for an extension or pay Ł50 and keep the room till 18:00. I paid Ł50 as I didn't want another trip to the terminal.... when I thought it was over, it wasn't. So next time if you are taking an evening flight make sure BA gives you a voucher with either a late check out or 2 nights.
Nov 12, 2018, 8:43 am
#80
Ambassador: World of Hyatt
Join Date: Mar 2002
Location: UK - the nearest airport is named after a motorway !
Posts: 4,232
Managed to rectrieve my luggage. It took me 2 good hours to sort things out. After several failed phone calls to the baggae service at T3, went back to departures and to the customer relations desk. The lovely BA agent contacted baggage service and they put my luggage on Belt number 6. Then she needed someone to escort me airside. She called that number again but nobody picked up the phone for a good 15 minutes. I finally got the luggage and I am now back at the Sofitel.
In the meantime, I got answer from the twitter team and they apploigized for this whole mess and told me to open a claim after arriving at CPT (predictable).
Now I need to find a way to get ready for my exhibition. While I can now sort out my clothing I would still prefer to have a shower after landing at CPT. Does anyone know if there is something that can be done at CPT airport. I have checked online, there are only airside lounges.
And as a side note, yesterday's BA59 was operated by G-CIVO which is a refurbished mid-J 744. Today it is G-CIVC which is not. Oh well!
In the meantime, I got answer from the twitter team and they apploigized for this whole mess and told me to open a claim after arriving at CPT (predictable).
Now I need to find a way to get ready for my exhibition. While I can now sort out my clothing I would still prefer to have a shower after landing at CPT. Does anyone know if there is something that can be done at CPT airport. I have checked online, there are only airside lounges.
And as a side note, yesterday's BA59 was operated by G-CIVO which is a refurbished mid-J 744. Today it is G-CIVC which is not. Oh well!
Nov 12, 2018, 8:45 am
#81
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
There is no reason for an onsite BA manager any more than there needs to be a bank manager any longer. There may be such a person, but that has nothing to do with BA's capacity to rebook any way it sees fit. Rather, it is BA's practices which prohibit phone vs. in-person agents from rebooking.
Not every agent has to be trained in the vagaries of reissuing tickets under interline agreements in IRROPS. Rather, all agents need is a "help line" which connects them to someone who is trained and empowered and can authorize (or not) the reroute sought and either handle the reissue or instruct the front line agent as to how to do what needs to be done. With brand new technology such as VOIP and the internet, this can be handled without sending a cable to headquarters as was required 50 years ago (hence the need for personnel at each station).
All of this is especially useful in major IRROPS situations where an outstation is easily overwhelmed. All headed for LON were simply late. Others simply rebooked. Even OP would have been simply rebooked but for his scheduling constraints.
As to BA picking up two nights for a one night stay, that is doubtful. EC 261/2004 only requires a duty of care and had OP started his delay at the time of the noon checkout, BA would not have supplied an hotel voucher a 4-5 hour delay. OP certainly should have received meal vouchers for his time in LON or may submit receipts for his meal expenses.
One thing not to do is to purchase an "impossible" ticket on BA merely to take a shower. That "impossible" ticket may well cause BA to cancel one or both tickets. If the wrong ticket, e.g. to CPT, OP will miss the speech he is giving on arrival.
Not every agent has to be trained in the vagaries of reissuing tickets under interline agreements in IRROPS. Rather, all agents need is a "help line" which connects them to someone who is trained and empowered and can authorize (or not) the reroute sought and either handle the reissue or instruct the front line agent as to how to do what needs to be done. With brand new technology such as VOIP and the internet, this can be handled without sending a cable to headquarters as was required 50 years ago (hence the need for personnel at each station).
All of this is especially useful in major IRROPS situations where an outstation is easily overwhelmed. All headed for LON were simply late. Others simply rebooked. Even OP would have been simply rebooked but for his scheduling constraints.
As to BA picking up two nights for a one night stay, that is doubtful. EC 261/2004 only requires a duty of care and had OP started his delay at the time of the noon checkout, BA would not have supplied an hotel voucher a 4-5 hour delay. OP certainly should have received meal vouchers for his time in LON or may submit receipts for his meal expenses.
One thing not to do is to purchase an "impossible" ticket on BA merely to take a shower. That "impossible" ticket may well cause BA to cancel one or both tickets. If the wrong ticket, e.g. to CPT, OP will miss the speech he is giving on arrival.
Nov 12, 2018, 8:53 am
#82
Join Date: Jul 2018
Posts: 1,279
As to BA picking up two nights for a one night stay, that is doubtful. EC 261/2004 only requires a duty of care and had OP started his delay at the time of the noon checkout, BA would not have supplied an hotel voucher a 4-5 hour delay. OP certainly should have received meal vouchers for his time in LON or may submit receipts for his meal expenses.
Nov 12, 2018, 5:00 pm
#83
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,825
- I opened my app and saw that BA has already booked me on the BA59 tomorrow. BA57 seemed to be fully booked on the APP.
- Got to one of the desks and told them I needed to get to Cape Town earlier. The nice guy asked whether I wanted to go on the BA57.
- He tried to book me on the BA57 arriving at 07:15 but that was overbooked so he put me on the waiting list.
- Got to one of the desks and told them I needed to get to Cape Town earlier. The nice guy asked whether I wanted to go on the BA57.
- He tried to book me on the BA57 arriving at 07:15 but that was overbooked so he put me on the waiting list.
BA57 is the late LHR-JNB flight. I can't possibly be the JNB flight that was your preferred option. The early LHR-CPT flight is BA43; this is most likely the fully booked flight you refer to.
Nov 12, 2018, 6:53 pm
#84
Moderator: Emirates Skywards and Qatar Airways Privilege Club
Join Date: Mar 2010
Location: 12R/30L
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Posts: 2,818
Had the same thought as I was reading that, not sure how JNB would have helped since they have a similar schedule and OP still had to connect domestically to CPT
Nov 13, 2018, 2:55 am
#85
Original Poster
Join Date: Jun 2014
Programs: Executive Club: Gold - Flying Blue: Gold
Posts: 1,382
Anyway, landed with BA59 at 11:20ish just after the LGW service. Threre are some 200 people infront of me at immigration...I don’t think I will be yhat much at the exihbition today.