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“British Airways lost our luggage”

Written on: 15/08/2018 by butter-bean (1 review written)

We are on honeymoon to the UK for 2 weeks. My husband and I packed all of our favorite clothes into 1 suitcase ... we're swing dancers and had vintage items collected over 20 years ... I've been crying every day, and it's DAY 10 NOW ... because British Airways lost our suitcase, on a simple 1-hour flight from London Heathrow to Newcastle! Obviously we reported it right away at Newcastle, and they posted the luggage description in their online system. Since then, we've called British Airways many times, and we have faithfully been checking their online baggage tracker (both the phone calls and the web site only tell us that the suitcase has not been scanned since we checked it in on August 5th). I'm wrecked at the thought that we lost everything. Meanwhile, British Airways hasn't checked in with us to see how we're doing or to apologize or to reassure us that will get our luggage back, or to encourage us to buy new stuff for our 14 days here and that they will reimburse us for that, or anything. There has been NOTHING from British Airways. To them, it's like they did nothing wrong and everything is fine. No, EVERYTHING IS NOT FINE. We need our luggage back ... not for the trip, because the trip is almost over now, but for our LIVES .... because those clothes were our favorite clothes that we want to keep wearing, and which we SHOULD be able to keep wearing because we SHOULD be getting our suitcase back. There's no reason at all for it to be "lost."

Anyway ... I'm just here to give British Airways an F on baggage handling, an F on customer service, and an F on caring for customers. I will never use this airline again. The agent at Newcastle told me they lost bags on every flight. If I had known this, I never would have booked with them. Our plane tickets were very expensive ... about $250 each for one-way tickets from Heathrow to Newcastle. I had no idea that this was supposed to be a budget airline, especially given the prices we paid. When we got on the plane, the seats were unusually small and uncomfortable (we've very petite people), and there was no service whatsover on the plane ... we were surprised, given what we paid, but we were tired from our travels, and just accepted it.

We bought the British Airways tickets, without shopping around, because a friend had told us that they were the way to go. But that turned out to be a big mistake. We find out now that British Airways has one of the worst reputations in Europe. If we had known that they lose luggage on every flight, we never would have booked with them. We would have been very happy taking the train from London to Newcastle, but we were going on our friend's recommendation. I'm so angry now. It's August 15th, and there's a good chance we'll never get our belongings back. And British Airways has done nothing for us, this whole time. I so wish we had never flown with British Airways.

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