My complaint:
I am having a serious and frustrating situation with lost baggage that has been leading me to pull my hair out since Thursday. Here is the series of events over the past week
1. BA lost three bags on a flight from Madrid to London to Chicago O’Hare on May 31st. I was rudely told by the British Airways people in O’Hare that they wouldn’t help me start a baggage claim at the airport itself and that I had to go online.
2. I was unable to complete the claim online due to issues with the BA Website so I had to call the help number. This was incredibly frustrating because I was trying to communicate over the phone while jetlagged with someone who didn’t speak great English and there were tons of errors that needed to be corrected. This is why I wanted to discuss this at O’Hare airport rather than having to fill out the claim online.
3. After much badgering, I was able to get two suitcases back from O’Hare on Sunday, June 4th. I believe that they only did this because I had Tiles on both suitcases and knew that they were in O’Hare Airport and told them this.
4. A third suitcase, a blue floral carry-on type bag, remains missing. There wasn’t a tracking device on there because I only thought my mom was going to check one suitcase, not two. I think that it is just sitting in O’Hare Airport. It has been there since June 1st but I don’t know for sure. I think they probably aren’t returning this to me because I cannot call them out about its exact location.
5. My mom spoke with customer care people on Sunday, yesterday, and today and was told by reps on three different occasions that the bag was going out for delivery that day.
6. I got suspicious today because I didn’t see any status change on the baggage claim dashboard so I called up again this afternoon and got a rep to admit that they still haven’t located the luggage. So it appears that multiple reps lied to my mother and thought that they could string us along.
7. I was obviously livid about the lies by multiple customer service reps so I asked to speak with a supervisor and was told that there are NO supervisors or the rep refused to transfer me to a supervisor.
Based on this frustrating sequence of events, I have two requests. First, I’d like an honest answer about where my bag is located and whether or not it is at O’Hare. This shouldn’t be difficult to do given that there are tracking tags on the bags. Second, I’d like some action taken about the lies told by multiple customer service reps. Lying to customers about their bags is not only incompetent but also goes into the realm of unethical behavior. In my mind, a customer service rep who knowingly lies to a customer because they want to get the nosy lady looking for her bags off their backs should be fired.
Suggested solution:
1. Actually spend some time trying to locate the still missing bag rather than giving us the end run around.
2. Start disciplinary action against the customer service reps who lied to my mother on June 4th, June 5th, and June 6th about her bag and said that it was located when it wasn't.
3. Provide compensation for the fact that our bags were not only delayed but that there was an unethical breach on the part of British Airways in the form of multiple lies by their representatives.
