✅ Trip Verified
| London to Cape Town. We had booked business class tickets a year in advance for a trip to Africa. I usually fly Star Alliance, but picked BA for a segment for better connection timing through London to Cape Town. This was a huge mistake. I had tried to reserve seats on BA website twice and was not able to do so. Then I tried to call BA twice and gave up after being on hold for an hour each time with no call back option. When we arrived today in London from Toronto at the connections desk, seven hours before our flight, we were told that business class was oversold and we would be downgraded to premium economy. BA’s representative told us that because we did not have reserved seats, we were at the bottom of the list for business class, and that loyalty customers would all have priority for seats over us, but we would still be welcome in the lounge, (as if this was a bonus). Then there was a problem for us to clear security to get to the lounge, since they could not print our boarding passes (due to the down grade). It took close to an hour to get settled into the lounge from the time we first arrived at the connecting desk. We asked to speak to a manager, but at each of our four interactions with BA staff we were told that they would get some to speak with us, giving the impression that they were trying to pass off unhappy customers as fast as they could. At one point I got visibly frustrated after the BA staff issuing our new boarding passes indicated that our down grade was voluntary, which it definitely was not! After two and a half hours BA customer service managers came to speak with us. They were the first ones who were actually apologetic and tried to address the situation from a customer oriented perspective. If British Airways think giving bulkhead seats in premium economy and basic lounge access to paying business class passengers is adequate customer service for a downgrade from a paid business fare on our upcoming overnight flight, I will not be booking flights on BA again.