KevinM99

So, my return flight from LAX-LHR-EDI in F was not the pleasant experience I was hoping for...Ironically, the best part of the whole journey home was my 2.5 hours I spent in the Qantas F lounge! The best part of a BA First experience was in another airline's lounge! Ha...that doesn't bode well.

Anyway, my flight home was insufferably hot in F...I asked them on numerous occasions to turn things down a little, and they said that they had, but it never cooled down. Right near the end of the flight, they finally said to me that they had tried to turn the temperature down, but it wouldn't come down, for some reason...I actually left the flight with a thumping headache...and not because of the Champagne (I drank water and OJ for the return flight)...

Then, two hours in, my IFE failed...They tried to re-boot it 4 times, but it never worked again, and that was my entertainment done for the flight, as F was full, so I couldn't even move seats...

Twice, they brought the wrong food I had requested, when they asked what I wanted for dinner, and breakfast...

And to cap it off, when I got to Edinburgh, there was no sign of my bags...and also, no one anywhere to ask. The whole carousel area was completely devoid of any airport staff (let alone BA staff) whatsoever...

So, we spent over 30 minutes waiting in the carousel area (after everyone else had left) hoping that someone would appear that we could actually ask where to go...the signs on the exit clearly stated No Re-Admittance once you exit, so we didn't want to go through in case it was completely the wrong thing to do, we had no idea, but after 30+ minutes, we had no choice but to exit into the main airport, sans bags...

I then remembered that as a F passenger, BA had a You First "customer service" department...so I telephoned them, and after 15 minutes of being on hold (must have been a lot of First Class issues), someone answered...

I explained my lack of bags and lack of anyone to ask what to do...He took my bag receipt number, and went away for a few minutes, then came back to tell me that my bags did not make my flight from LHR to EDI...No poop Sherlock!

I asked him what he was going to do next, and (to my astonishment) he told me that You First now have finished their responsibility, as the flight was done, and there was nothing more he could (would) do, as I was no longer a First passenger, as the flight was over...I told him (in no uncertain terms) that as far as I was concerned, my flight was not complete until myself and my luggage were in my possession, but he was adamant that You First's responsibility was over, and that I should find a BA ticket desk or check in agent at Edinburgh, and explain my situation...

By this point, it was almost 90 minutes later, and I had missed my train home, so I said to him, after having been on the go for 26 hours, I was going to take a taxi home (at a cost of about £50) and fully expect BA to cover that cost...but he said he could not authorise that...

So, I told him that I was far from impressed with BA and my First experience, especially as my last J flight with BA a few months ago to Philadelphia, I had delayed bags (I also posted a thread on it here, and got some very helpful advice)...so that was 2 vacations, one in J and one in F, and both times bags have been delayed...

Anyway, F, and You First, certainly let myself and my wife down on this occasion, and the You First chap did not seem to go out of his way in the slightest to try and make things better...

Disappointedly,
Kevin

FrogTastic

KevinM99

I appreciate that BA have had a lot of issues today, and I fully sympathise with everyone caught up in the LGW chaos, I really do...but I have been less than impressed with BA on my last two (J & F) trips...

Tobias-UK

@KevinM99, I'm not sure if there is a question in there. If you are looking for assistance from the combined FlyerTalk wisdom perhaps you would identify how we might be able to assist.

KevinM99

Not really looking for any assistance, but I appreciate you asking...more of a "trip report" on the failings of BA and their "First Class" product, and in particular, the basically, useless "You First" department...and if this is the peak of their product, then it falls well short of what a First Class service should, in fact, be...

I felt that it was really First Class in name only...and certainly not worth the £0,000's I paid for it...

P.S. I didn't think it unreasonable to ask You First for my taxi fare home to be recompensed, because on the delay...it was, after all, less than 1% of the cost of my reservation...

Tobias-UK

I would raise a complaint with Customer Relations, you will find the process here: https://www.britishairways.com/en-gb...nts-and-claims

KevinM99

Thanks Tobias...

evacboy

haroon145

spanishflea

KevinM99

@evacboy And mine now too...hence my (slightly tongue in cheek) thread title

I do wonder about it's value, with the fact that it can't/won't (or a mixture of the two) do an awful lot...and a pet peeve of mine is when a company hides behind T&C's, and uses them to their advantage...

At what point is a flight over? Is it the second I step off the plane, or is it when I step off the plane with my luggage, which under the terms of the ticket issued, BA have agreed to transport (at least, that's how I see it).

Anyway, I am going to put a claim in for my taxi fare home, and see what happens...I very much doubt I will get very far, but I got a receipt form the taxi company, just in case, and I used one that was based at the airport, not some "fly by night" company...

Tobias-UK

You First is the same team that looks after the GGLs, they are generally excellent. I suspect that the call to them might have been made after hours and therefore answered offshore. No excuse, the agent should have at least, at the very minimum, provided the OP with information on what to do or where to go.

Once a flight has been taken, all complaints are then handled by the Customer Relations Team.

gengar

Phenomenal advertisement for the First product.

KevinM99

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