BRITISH AIRWAYS Review

On Sunday 6th April I arrived at Heathrow Terminal 5 at 12.30pm for my flight to Glasgow at 2.05pm. We were checked in and told that our flight would leave although it was showing a small delay. By 2pm

there was still no gate number showing and on asking we were told that the flight had been cancelled and we should go back through security and pick up our bags. We did that and then worked out (we weren’t told what to do) that there was a three and a half hour queue for Customer Assistance as they had just cancelled around 100 flights. We luckily managed to find a member of BA staff with a mobile phone who re-booked us onto a flight at 8.20pm reassuring us it would go. We waited in the front of the airport for 5 hours before we could check in around 8pm, to be told that the flight wouldn’t be leaving until 9.45pm. At 9.20pm we were told that the flight would be leaving at 10.10pm. At 10pm there wasn’t a gate number on the screen so we asked at Customer Assistance to be told that the flight would leave at 12.45am and we were given a £5 food voucher only to find that the restaurants and shops were closing. Everything in the airport shut, there was nowhere to buy water or food and none were supplied by BA. There were very few BA staff around either. The gate number changed 3 times forcing us to walk to 3 different parts of the terminal - elderly passengers and very young children included. Finally we spent an hour in a very cold and drafty gate. At 2.30am we boarded the plane to be told by the pilot that none of our bags were on board. He also told us that we could register our bag as missing online when we got home. When we arrived in Glasgow we registered our bags as missing at the airport (weren’t going to take the chance of doing it at home) and then went out to find a long queue in 2degreesC waiting for taxis - absolutely no provision made by BA for onward travel and it was 4am. Appalling treatment. BA have a responsibility to treat people with dignity and to refund the cost of lost belongings. With no information you can’t make an informed decision. They would have left us in the airport overnight.