British Airways - September 17, 2003 luggage delivery from Hong Kong to London haven't yet received call to pick up luggage

# 19 for October 1, 2003

Complaints.com received the following on September 30, 2003:

From:

RE: British Airways - September 17, 2003 luggage delivery from Hong Kong to London haven't yet received call to pick up luggage

RE: British Airway Complaints

Head of British Airways Customer Relations PO Box 5619

Sudbury

Suffolk

CO10 2PG

Dear Sir/ Madam, Re:Lousy customer services I have made a lugguage delivery from Hong Kong to London on 17th September 2003(HKG time). After seven days, there is no single call from BA informing me that I could pick up my stuff from Heathrow, which I have been told by the agent in Hong Kong as well as an attached memo with the invoice, suggesting BA would phone me when the delivery is ready. Even worse, on 29th September 2003, I called from my London home to check my lugguage status. BA staff checked for me after I have quoted her the reference. She replied which was ready to be collected. I asked again whether I could collect that night ( I made the call by 1830, 29th Sep).

Her answer is positive and said that BA cargo service runs 24 hours. However, when I arrived at Termainal 4 BA Cargo serices center, I was told that HMC had been closed and told me to come next morning 0930 to 1230. It is quite surprise that the staff of BA is not well-informed of the working hours of HMC and then simply told me to go ahead to collect which cost me 50 pounds for a minicab back and forth to Terminal 4 and time cost. It is more amazing that BA cargo service could be that lousy given my personal experience dealing with them. I called on 1430 approximately on 30th September 2003 and said to a staff named Roger that I would like to complain concerning the nightmare. Roger listened to my query and concerns, recorded my contact. An hour later, the manager called me back and asked about the problem I had and my request.

I request for a door-to-door delivery to my place as a courtesy and compensation for the time and costs incurred from last night fruitless trip to Heathrow. An hour later, the manager named, Mark, called back again and declined my request, claiming that I should held resiponsible for checking HMC operation hours. I am wondering (1) should the agent of BA be resiponsible for informing me the working hours of HMC; (2) should the agent in the first contact, tell me I could go to collect my stuff on 29th September 2003 night, if she is fully informed all the necessary procedures; (3)also, Mark reiterated that the customer should contact HMC on their own, so if the lugguage could not be collected without HMC check, why your BA agent tell me to go, simply want me to hand in the paper document to them without picking up the lugguage. For the customer service, I am fine with Roger and the girl whom have spokern to me. However, Mark does have some manner problem when I reiterated my points in our last dialogue, he hang up suddenly and never called back (I believe it would not be a network down then). It is the way of BA so-called 'courtesy services' ? I sincerely hope that BA could settled this as soon as they can. With regards