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BRITISH AIRWAYS customer review :  12 January 2010 by C Ross   (UK)

While I understand BA cannot control the weather, they need to look at the way they handle passengers caught up in the utter mayhem which took place last week due to canceled flights. The lack of information and the way we were spoken to by staff and herded like cattle or sheep was a disgrace. Passengers were no more wanting to be in the situation any more than the BA staff and a bit more politeness would have helped. After a 10hr flight from LA, I find myself in this mayhem in T5 two days in a row - having to queue for hours for rebooking and hotel vouchers because my onward flight to Edinburgh was canceled. As I was travelling alone I was unable to leave this queue to get food or drink or go to the toilet. Would it be too much to expect to have someone going up and down this very long queue to at least offer some water to passengers or ask if anyone needs any assistance in anyway. I witnessed people with infants also having to spend 3-4 Hours or even longer in a queue. The staff should remember without customers they do not have a job and a bit more consideration and politeness to passengers would go a long way

BRITISH AIRWAYS customer review :  11 January 2010 by Jonathon Marshall   (UK)

KWI-LHR and LHR-MAN just as the weather started to bite. On time arrival into LHR but had to wait an hour for a stand to park the aircraft. Flight to MAN was delayed 90 mins. Having boarded were told that we needed de-icing along with every other aircraft at LHR. Three and a half hours later we took off. In fairness the Captain kept us updated and even offered flight deck tours for kids. Cabin crew served drinks and snacks whilst we were on the stand. The delay was a pain but one of those things - I was just glad they did not cancel the flight. At least I got home that day.

BRITISH AIRWAYS customer review :  11 January 2010 by Lynne McBride   (USA)

IAH-LHR. Very disappointed in our BA experience. On the Christmas Day flight over we were stuck with a group of high school choir kids who, while not unruly, were disruptive. The cabin crew essentially told us tough luck - don't book a seat by the galley next time. We did not enjoy one moment of sleep on the evening flight over. The way back was even more miserable adding in the extensive and rather haphazard security circus at Heathrow. An additional, baggage and body search of all US-bound passengers at the gate was infuriating and made our flight 2 hours late taking off. Onboard, the air in the back cabin was not working, there was about 3 hours of intermittent extreme turbulence. Not once was their reassurance from cabin crew that it was typical turbulence with nothing to be worried about.

BRITISH AIRWAYS customer review :  10 January 2010 by F Dellera   (Italy)

MXP-LHR-IAD, return through JFK. Flight was booked 6 months in advance, yet rescheduled and rebooked automatically without my consent twice, then again 2 more times, the icing on the cake was the e-mail informing of the cancellation of my final connection on my return trip while I was actually flying over the Atlantic, and couldn't obviously read that. Did anyone inform me or the other hundreds of passengers trapped at LHR other about this, of course not. At last my flight was moved to LIN and upgraded to Business. Terrible queues, lack of any information for missed transit on-board, old aircraft that needs a revamp, IFE randomly rebooting. Some very good flight attendants, having to deal with a medical emergency extremely professional, lots of smiles, great customer care.

BRITISH AIRWAYS customer review :  10 January 2010 by H Martin   (UK)

I was meant to travel from EDI via LHR to ZRH yesterday and back this evening. Can only agree with last comment: I am completely appalled by the fact that BA seem to use a bit of cold weather as an excuse to cancel MOST of their flights and offer no help/service to their affected passengers whatsoever. The flight from EDI to LHR (the only BA flight that wasn't cancelled) ended up leaving EDI more than 4 hours delayed. Before I got on that plane I asked several BA staff if I'd still get to ZRH that day (as otherwise I wouldn't want/need to travel anymore) and I was re-assured I would. How come Lufthansa or Swiss are able to tell their passengers on approach to the airport which connections (and gates) they will be on, but BA cannot do that? We arrived at LHR and anybody that missed their connection was sent to an un- staffed (!) customer service desk. After 30 minutes (in which we were told several times that somebody would come) we were sent to the main departure hall and there from one person to the next. After several rude and ignorant people I managed to talk to one very helpful BA person, who phoned a colleague to find out that I wasn't booked on any flight to ZRH (by that time it was 30 minutes before the scheduled departure of the last and a non BA flight). She got me on the first flight today (at 7:20). When I switched on my mobile at 5am I had two text messages from BA - they cancelled that flight to ZRH and the flight LHR-EDI in the evening! As I couldn't get hold of anybody on the phone and the the website wasn't helpful either I booked myself a new ticket with SWISS and BMI to get to my (now delayed) meeting in Zurich and back to Edinburgh in the evening. Two out of three flights were slightly (20-30 minutes) delayed, while one was on time, so why did BA cancel so many of their flights yet again?

BRITISH AIRWAYS customer review :  10 January 2010 by Graham Pierce   (UK)

MXP-LHR. The self service terminal has been removed at Malpensa (never seemed to work anyway without a staff member to hand) so had to queue to check in (fortunately 3 desks open). No sandwiches now, just an insultingly small packet of nuts. On arrival at T5, had to walk down steps and take a bus trip to reach the terminal - why should anyone have to do this at what is supposed to be the latest state-of-the-art facility?

BRITISH AIRWAYS customer review :  9 January 2010 by A Reid   (UK)

LHR to MAN 6 Jan. BA flight cancelled as were all LHR-MAN flights (and most other BA flights) on that day. The reason given being snow, however TV screens showed other airlines managing to take-off and land. Joined customer services queue and were given every possible excuse for not flying and told to go and find a bus or train. No help offered and staff rude. We persisted with customer services and after 2 hours they agreed to rebook us onto a BMI flight leaving the same day. BMI flight left and was only 30 mins late so how is it that BA are incapable of flying? It is no wonder the airline is making such a loss - they just don't want to fly.

BRITISH AIRWAYS customer review :  9 January 2010 by S Harrison   (UK)

Edinburgh - Boston via LHR T5. Good experience with reasonable connections at T5, marginally impacted by additional security screening for flight to USA. T5(B) lounge great, with good space and selection. Very helpful staff - a great place to sit out a delay. Disappointed by 777 aircraft to Boston - had shabby interior and no AVOD. Selection of movies available did not match movie guide in the in-flight magazine. Return flight from Boston better - newer 777 with AVOD. Crew good, and choice of food reasonable - but not lavish, and questionable whether this is business class standard food. T5 (North) lounge a real disappointment - as it was dirty and strewn with used crockery, uneaten food, etc. Connection to domestic worked well, flight delayed 1 hour.

BRITISH AIRWAYS customer review :  9 January 2010 by P Santiago   (France)

BRU-LHR-JFK, overall pretty good experience. The main reason for flying BA in Business is the privacy and to some extend the comfort in the 747 upper deck. Ground staff and crew usually professional although not as classy as other companies. The BA fleet is becoming old with dirty cabin, and food is just correct. Catering in BA is below par, some food is served in plastic boxes, and dinner served with partner advertising leaflets, is BA sticking to Macdonald standards ? Lounge in Heathrow is impressive, and usually connecting flight trouble- free. My connecting return flight was cancelled due to weather conditions and was given a boarding pass for the next flight in a non-partner carrier. The overall premium package is not so impressive as it used to be.

BRITISH AIRWAYS customer review :  8 January 2010 by D von Bergen   (UK)

British Airways cancelled for a second time today my daughter's flight to Johannesburg. They blamed the current weather (heavy snow) but Heathrow was operating normally and all the other airlines to South Africa made the flight. The only conclusion that I can come to is that their staff just couldn't be bothered to come in - or at least weren't going to try very hard to do so. We are seriously disappointed as we have always flown BA (my husband travels with them a lot for business and is a gold club member). I would have understood more if their staff at the airport had been helpful, but we were just handed a letter which basically said go home and don't come back until you have another flight booked, no help to do this was offered.

BRITISH AIRWAYS customer review :  8 January 2010 by Paul Budd   (Switzerland)

LHR–BOM Club World on 747 upper deck. Dedicated check in desks at T5 for Club World were useful, however Fast Track Security very slow. After making the long walk to the Galleries South I found the lounge decor and ambience of a high standard. Very impressed by the facilities available and the breakfast offerings were good with fresh bacon rolls, toast and croissants. Window seat on upper deck was great with lots of personal space although the cabin was tired and filthy. The two upper deck FAs were professional and polite but are a far cry from the standard delivered by Asian carriers like Cathay. Food was quite good, but only one White or Red wine on offer which was poor - as was the presentation of curry which was cooked in a plastic dish and served as such – not acceptable! Club World seat is good and in my opinion one of the few ‘Selling Points’ which BA can justify charging their high fares for. I managed to sleep for a few hours and used the IFE on demand entertainment which offered an acceptable selection of films. The cost savings are damaging the Club World product and I would hesitate to book BA on my next long haul heading to Asia and Australia because there are many better, cheaper alternatives than BA.

BRITISH AIRWAYS customer review :  8 January 2010 by G Britton   (UK)

Heathrow to Beijing, Boeing 777. Galleries lounge in T5 excellent with good hot/cold food and wine selection. Transported to aircraft via bus which was disappointing, no priority boarding. Once on board aircraft clean, new club world seats very comfortable. Glass of champagne offered immediately, request for second glass honoured. Quality and contents of toiletry bag has diminished as of late. Further evidence of cost cutting with dinner, main course no longer offered on a plate, now served in foil tray placed inside what resembles an oversized butter dish. Despite this the food itself reasonable but not as good as it used to be mere months ago. Small chocolate box has become a single sweet. Plenty of wine offered throughout meal service, flight attendants friendly and professional. Entertainment good with AVOD showing several new movie releases, good sized screen and decent quality headphones. Breakfast has suffered due to cost cutting, the brand of orange juice has been downgraded, omelette disappointing though plenty of hot coffee available which is vital when waking up on an overnight flight. Overall the flight was enjoyable although its hard to beat the upper deck on the BA 747s.

BRITISH AIRWAYS customer review :  8 January 2010 by N Werner   (Switzerland)

ZRH-LHR-ZRH in Economy on an old A319. Took the first flight out (7.05AM) and checked in online 24h before and printed my boarding pass. Arrived at 6.10AM at the airport and could check in my bag at an empty BA desk. As BA departs from Dock E at Zurich I could board the plane when I arrived at the gate, as it takes almost 25 minutes to get there if you can catch a train and there are no people waiting at security. Flight was half full and crew was quite friendly for this early flight. Departed on time and we were served a bacon and tomato sandwich with drinks on this short hop to LHR. Returning I was transiting from LAX through LHR and had a lot of spare time at T5 to wait for my afternoon flight. Flight on a new A321 was totally full but could get an exit seat when I checked in online which was great. However since I boarded later because I sat at the front, most of the overhead compartments where already full which was a bit annoying. Luckily I could squeeze my bags in a compartment as my bag would otherwise be removed from the cabin to be checked in. Crew was good except one female FA who was a bit grumpy. We left 20minutes late due to some baggage issues and where served some nibbles and drinks which I found a bit cheap. However I was really glad that BA didn't strike on that day, as I was flying on the first day they planned to strike.