I am writing to put in a complain regarding my recent journey on flight BA0995 and BA0984 from Berlin Tegel to London Heathrow and back on 3rd May 2016. Upon collecting my luggage at LHR baggage claim, I noticed my suitcase was damaged. The foot wheels were broken and ripped off the luggage, which looks like it has been mishandled. I immediately reported this to the baggage office in LHR Terminal 5 which I was given a file reference DDP LHRBA11307. As I was due to fly out of Heathrow to Vietnam for 2weeks holiday a few hours after, I was told I can have a smaller, lower quality suitcase as a replacement which as you can imagine was unacceptable. I was then told I will get a phone call to have a replacement luggage sent to me (this did not happen). On returning to LHR on 15th May, I approached the customer service desk at LHR to follow up, which I expressed my disappointment as nothing was done while I was away for 2weeks; I was told to take the suitcase to Berlin and have the matter resolved there (Again, carrying a damaged suitcase back without any solution).
At Berlin Tegel BA customer service counter, I was informed that they are unable to help as this should have been addressed at LHR being the BA hub. I was then asked to post the damaged suitcase back to Aero-Bagage for repair. This to me is extremely unacceptable as I will not be doing this (this will take more of my time, effort and money to resolve). I find this absolutely appalling as I have already been put through emotional, financial and physical anguish to then be asked to post the damaged suitcase back.
As I explained to the 3 different BA customer service advisors I spoke to, I travelled through Vietnam for 2weeks with a broken suitcase (LHR-Hanoi-Da Nang - Nha Thrang - Ho Chi Minh - LHR - Berlin) and paying each time to have my suitcase wrapped and secur
e in order not to loose my valuables during each flight phase. This is not only an inconvenience but also emotionally exhausting.
Add a comment...