BA Booking Hassle with Decent Outcome

Discussion in 'British Airways | Executive Club' started by Steven Schwartz, Nov 17, 2011.  |  Print Topic

  1. Steven Schwartz
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    Steven Schwartz Gold Member

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    Forgive me - long story. Taking a cruise from St Petersburg to Cophenhagen in June. Last July, the moment seats opened, I reserved First Class BA outbound to Moscow and return from Copenhagen. Only problem was only departure city we could get was Philadelphia - about 2 hours away but I had no doubt seats would open at JFK or EWR and I had no issue paying $70 per person to change when they became available.

    Called two months later when seats opened up locally and was on hold as the agent spoke to a few supervisors. In the end, he told me that it was an illegal booking - it was an open jaw, which is allowed using the Companion Pass, but not allowed if the destination and return were from different zones. Moscow is Europe 3 and Copenhagen is Europe 2 so no-go. They said they would leave the reservation as is but could not change it.

    Called yesterday with a new plan. Do the Companion Pass First Class EWR to LHR at the newly reduced award rate. Then book two one way flights - LHR to DME and CPH to LHR. We had used my wife's certificate so I had to have her on the line initially but then everything went smoothly. I was a bit worried when the agent said it could take 48 hours for the Companion Pass to repost to the account and had visions of all the seats being gone at that time (and having nothing!), but lo and behold, the points and pass returned instantly. Booked the RT, booked CPH to LHR in Economy - only seats available and only a two hour flight.

    LHR-DME is over four hours. Only seats available were Economy and First, but the website does not show First so it has to be done on the phone. Yesterday's call to book that one took well over an hour. I wanted to use fewer points and pay more cash. Finally she came back and said the cash portion would be $600. Fine. Took another 25 minutes until she said the problem was it would not process it since the amount was wrong - it was only $550. Even better. Then got an email that the credit card was invalid. Called this morning and after again being on hold for the number to process, she comes back and says that now it $800!

    It all seems very amateurish. The roll-out was very flawed in a PR way but at least they should get the numbers and the software right. As is, I THINK I have that fourth flight - we'll see - tho the website still shows it has not been paid for.

    Growing pains? We'll see!
     
    JohnDeere19 likes this.
  2. Steven Schwartz
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    Steven Schwartz Gold Member

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    The hassle continues. Just spoke to BA and was told that since the reservations are separate, I can't check our luggage thru to the final destination - we will have to claim them in London and recheck them. PITA!
     
  3. martinfoss
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    martinfoss Silver Member

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    If you're connecting BA -> BA at LHR, they will check your luggage through. Official BA policy, is that they check through luggage on seperate PNR if it's BA -> BA, or BA -> OW. The award reservation agent probably didn't know that.
     
  4. Euan
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    Euan Silver Member

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    Yes BA will transfer luggage on separate PNRs if connecting at LHR. I recently did it going from ARN-LHR-GLA and had no issues at all.
     
  5. Steven Schwartz
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    Steven Schwartz Gold Member

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    Thanks folks - more time at the First Class lounge and was not looking forward to the hassle. Scary that MilePointers know more than BA reps!
     
  6. martinfoss
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    martinfoss Silver Member

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    Funny story: BA had their own lounge at my local airport, OSL, that closed in early 2007. However, the directions that show up in MMB (Manage My Booking) was still showing the directions to the old lounge for almost three years after that.

    I mentioned it in a "ba.com feedback" thread on Flyertalk, I even posted a small "Trip Report" about how to actually find the lounge at OSL, and as well told it to a friend who used to work for BA's handling agent at OSL.

    Not long after I did all this, the directions in MMB changed to the correct ones. On my first BA trip after that, I was waiting for check in to open, and while waiting, a rep from Menzies came over to ask if we (me and another party of two) belonged in the club check in line, and as well if we knew where the lounge was.

    I really, really wanted to answer: "Yes, I actually told BA that." :D

    Back to topic:
    I wouldn't worry too much though. Their job is to sell tickets. Maybe they're supposed to know it, but you might have ended up with talking to one that didn't. Also just remembered that I've done this myself: MAN-LHR-OSL with one booking OSL-LHR-OSL, and a seperate one way booking MAN-LHR, so I definately know it works.
     
  7. Globaliser
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    Globaliser Silver Member

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    I agree with this: In an ideal world, technical details like this would be at every res agent's fingertips; but if I had to choose, I think I'd rather that they knew about their specialist subject.

    Don't forget that it won't be the Galleries First lounge you're aiming for at T5, but the Concorde Room.
     

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