BA British Airways - www.britishairways.com Review

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  • Flight on time?

  • Customer service

  • Comfort on flight

  • Quality of Entertainment

  • Quality of food

  • Value For Money

Guest's review of BA British Airways - www.britishairways.com

“Arriving at 15:00 on Friday the 25th March 2011 for...”

Written on: 11/05/2011

Arriving at 15:00 on Friday the 25th March 2011 for the flight from Heathrow Terminal 5 to Munich at 15:30. I was not allowed through security; as security passage was only open until 14:55, this was due to a policy that apparently only exists at Terminal 5. I was checked in, had no luggage and there was no queue in security, so I could have easily made it to the gate before boarding commenced. But due to the above mentioned policy I miss the flight and a skiing holiday and was stranded in London annoyed, frustrate and angry. British Airways staff in the Terminal 5 were not helpful and the supervisor called in to assist had no authority to make decisions but only repeated what the desk clerk had already stated. I question the value of a supervisor with no power to resolve issues or authority to make decisions. The above mentioned policy is only valid for Terminal 5 so a British Airways specific restriction and not many passengers are apparently aware of it as the desk clerk mentioned. This policy does not appear to add any value. Even the staff could not explain how this policy increases security or why Terminal 5 needs a higher level of security than then Terminal 1 or 4. I have flown regularly with British Airways for at least 15 years and had so far a very positive experience. This has been recalibrated by the above incident and how it was handled by British Airways staff; until this incident, no crisis situation had occurred and the true quality of service can only be evaluated during crisis situations. British Airways does not appear to be any better than any no thrills airline, what therefore pay more? Lesson learn, take the cheapest option.

  • 03/2011

    Flight Date

  • London to Munich

    Flight From - To

  • Economy

    Ticket class

  • Flight on time?

  • Customer service

  • Comfort on flight

  • No

    Is Food Included?

  • No

    Are Drinks Included?

  • Short Haul

    Flight Length

  • Value For Money

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Lucymoon's Comment

Written on: 17/05/2011

What do you expect, who turns up half an hour before a flight at a busy international airport?? The airline adopts this policy to stop flight being delayed by passengers late to the gate.

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G82's Comment

Written on: 19/05/2011

It is a BAA rule as this terminal has satellite terminals and will most likely be used in the new terminal 2. This is to make sure you are only let through security (which is manned by BAA staff) if you have enough time to get to the gate which could involve using the transport system to gates in B and C, which they have decided to set at 35 mins including the fact the gate closes 20 mins before the scheduled departure time.

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