Email from BA cancelling my flight

[muzland]

Our return is also cancelled on 06/01/20. It was the 23:20 flight MIA->LHR

I am finding it impossible to get through to customer service. Does not even put me in a queue, just says they are experiencing a high volume of calls and then cuts me off. Not great from BA.

[stanleycamel]

Originally Posted by muzland

Our return is also cancelled on 06/01/20. It was the 23:20 flight MIA->LHR

I am finding it impossible to get through to customer service. Does not even put me in a queue, just says they are experiencing a high volume of calls and then cuts me off. Not great from BA.

See more...

Try sending a message on Twitter - they might arrange a callback.

[muzland]

Left message on twitter but no reply.

I have now tried to call them 7 separate times to be met with the same message. This is appalling customer service from BA in my opinion.

[katiec68]

Originally Posted by muzland

Our return is also cancelled on 06/01/20. It was the 23:20 flight MIA->LHR

I am finding it impossible to get through to customer service. Does not even put me in a queue, just says they are experiencing a high volume of calls and then cuts me off. Not great from BA.

See more...

I called this number - took over 1/2 hr but the lady was very helpful.
02087074460

Like you say all the other numbers you couldn't even stay on hold or leave a message.

Maybe they should offer TC staff jobs?

[Alba20]

Very poor BA service.

I was just moved to the earlier flight, not sure if it’s because we booked reward seats. To be honest it suits us better travelling with kids as the earlier flight wasn’t available when we booked.

[Tretinker]

Originally Posted by muzland

Our return is also cancelled on 06/01/20. It was the 23:20 flight MIA->LHR

I am finding it impossible to get through to customer service. Does not even put me in a queue, just says they are experiencing a high volume of calls and then cuts me off. Not great from BA.

See more...

I called went though the 'I want to book' line and then got internally transferred when this kept happening to me. Hope you get through, we've booked Miami so watching this with interest..

[muzland]

Originally Posted by katiec68

I called this number - took over 1/2 hr but the lady was very helpful.
02087074460

Like you say all the other numbers you couldn't even stay on hold or leave a message.

Maybe they should offer TC staff jobs?

See more...

Thanks Katiec68,

I will give this number a try in the morning.

[muzland]

Managed to eventually get through this morning by selecting book a new flight. Answered immediately (grrrrrrrrr!), explained to the nice lady why I had rang and she managed to get me into the queue for re-routing.

Around 30 minutes on hold later I was put through to the re-routing people. Only option available was AA from Miami around 4 hrs earlier which I accepted. This was all why I was in the car on the way to work.

When I got in work I thought I would have a quick look and try to book a later flight through the BA website as other flights were definitely showing late last night. Frustratingly a later flight was a available with BA themselves that I could book there and then for cold hard cash (grrrrrrrrr!). So, now I feel I was mislead and have had to cancel our last day plans unnecessarily.

All in all this has been a very unsatisfactory experience. Basic customer service like answering the phone has been lacking from BA. You only ever really tell how good a company is when issues like this arise and they have failed in this instance.

I understand that BA have had to change their operational schedule and have no major issue with this providing it is handled in the correct manner. It is inconvenient but part of the terms and conditions of carriage. If they are going to change a larger number of flights all at the same time they need to gear up their call centres for the demand.

They also need to think how they handle the initial communication with issues like this. If they had sent a message saying it had been cancelled but we have booked you on the following service instead and are you happy to proceed OR here are your alternatives choose A, B or C, then things would be so much smoother for the customer.

Instead they choose a minimal and reactionary rather than pro-active approach in my opinion. I suspect that they are hoping that most passengers do not know their rights under EU261 and end up with a refund and being severely out of pocket as a result.

I will be sending a formal complaint to them and do appreciate that this issue pales into insignificance compared to what people have been through with Thomas Cook recently.

Rant over.

[ClaireNJ]

Easy jet were the same with us when they cancelled our flight to Venice, the night before, just said go on MMB to sort it, well it didn’t work & spent ages on the phone, they think it’s satisfactory to just do a refund, Errrr No I actually want to have a holiday
Good luck, I do think it’s very poor of BA to have not offered you the later flight🤬

[Cannavar]

We've had the message today!

Netflights had already secured the 6pm flight and said I could email back to confirm I was happy with it. An email back and I got confirmation from BA. No mention at all its with AA now but I was aware anyway and have used AA from Miami before. Although it was a long delay that time.

Less support if we are delayed than we would have on BA though.