Customer Service

Arrived in San Francisco safely, but with lots of drama.  The flying was smooth and enjoyable.  No problem with that.  The drama was at the Chennai airport.  Here is what happened.

Our flight (British Airways) was on Sunday, March 1, 4:00 am.  They never made any announcement until 6:00 am.  At that moment, the pilot and the BA (British Airways) Airport Manager came and informed us that there were some engine trouble in the plane and they had to bring the parts from London.  It was going to be a long wait.   They announced that all the passengers will be booked in hotels and they will work on alternative arrangements for each passenger.

We were allotted the Hilton Hotel.  My wife and I were put in the Hilton’s car.  We checked into the Hilton Hotel.  We were told the breakfast, lunch, and dinner are at the expense of BA.

We checked into the room.  Nice room.  We had breakfast at the Hilton’s restaurant.  My wife had pain in her legs.  Therefore, we decided to order room service for lunch and dinner.

At 4 pm we got a call from BA.  They said they will send us to San Francisco via Etihad Airways.  I told them that Etihad Airways is a crappy airlines and I want some other airlines.  They called me within 5 minutes and said they made arrangements for us with Emirates Airlines and we were very happy.  The flight was to leave at 3:30 am on Monday (via Dubai).

We were getting ready to leave for the airport from Hilton at midnight.  At 11 pm we got a call from BA stating that Emirates have cancelled our reservations and they will make some other arrangements.  I waited until 11:30 pm. Since then I called BA at least 25 times and no answer from them.  I never received cancellation notice either from BA or Emirates.

I then called Emirates at 11:50 pm.  They said our reservation is confirmed and no one cancelled them.  They asked us to come to the Airport to board the flight. 

We then vacated the room and the Hilton reception had a surprise for us.  They presented me with a huge bill for lunch and dinner.  I asked them the reason. They said that breakfast, lunch, and dinner are free only if eaten in the restaurant.  The “free” does not cover lunch/dinner room service. Neither BA nor Hilton informed us the room service is not covered by “free”.  I therefore paid the bill.  I am in the process of sending a claim to BA.

Another problem starts here.

We arrive at the Chennai airport.  We go to the Emirates Business Class counter.  They were very nice and courteous.   I said we have 5 baggages to be checked.  The girl in the counter said: “Sir, you are allowed only 4 baggages”.  I said I did not book our tickets in Emirates.  I booked in British Airways and their policy for business class passengers is 3 baggages each – for me and my wife.  In such situations, the receiving airlines should honor the baggage policies of the sending airlines.

(Side bar.  BA is one of the worst airlines in the world on customer service.  I still booked our tickets with them because they allow 3 baggages (70 pounds each) per business class passenger whereas other airlines allow only 2 baggages per passenger.)

I told her I will go to the BA office and solve this. Went there, explained to the customer rep there, and she referred me to her supervisor.  The BA supervisor came with me to the Emirates counter and talked to the Emirates supervisor.  He finally came to me and said:  Sir, you are allowed only 4 baggages.  You will have to pay for the 5^th one.  I told him You (BA) will be paying for the 5^th one and not me.  He again talked to the Emirates supervisor and finally said he will issue a “voucher” and Emirates supervisor agreed to that. 

I was appalled at the BA Supervisor (who should know their baggage policy) telling me that I am allowed only 4 baggages.

From Dubai to San Francisco, we flew on a A380-800 Airbus Plane.  Until now, we have never flown in this type of aircraft before.  This is the largest passenger aircraft.  Double Decker.  More than 800 passengers on all economy flight.   More than 500 passengers on a flight that has 3 classes - First, Business, and Economy.  Flying time Dubai to San Francisco is 16 hours.  Enjoyed very much.