Monday, July 07, 2008


Not content with merely being 10 to 20 minutes late in departing, as the BA0946 to Düsseldorf has been the last 7 weeks or so, for my last flight to Germany BA decided to cancel it outright. And 4 other flights to continental Europe with it. They blame weather which can't be called out of the ordinary for London at all. Of course, being on time to hold up my end of the deal, I had already gone through security, so I dutifully trudged to the service desk as the sign told me to do. Where first one guy checks us while in line and tells us to wait, and another guy 20 minutes later tells us all that we have to go "landside", which means going down to Arrivals, waiting in line for passport control, and go to the big bank of customer service desks in the Departures terminal. There is no doubt in my mind the desk we were already at could have easily rebooked us.

This is what I hate about airlines: there is 0 understanding for our mishaps on their side but we are supposed to deal with 100% of the shit they throw on us, on top of paying dear money for it. If your car breaks down and you are late at the airport, you will have to pay full price for the next flight. Meanwhile they can decide to take their birds out of service at any time, and they may, may, give you a refund, minus taxes, fees, and service charges after treating you with no real respect for your circumstances beyond, of course, confsing you, making you wait, trudge, wait, trudge, and then get into a line I estimated to be about an hour long when we did arrive to the central service desks, and giving us a bad photocopy of some perfunctory apologies signed by some guy named Dirk who of course was not in line with us and gets to go home at night where he wants to be while being paid for being at the airport while we just lose time. I have come to the point that sincere apologies from anyone with the word 'Customer' in their title only irritate me, as the apologies end up meaning nothing tangible in my life. Refunds, credits, trying to make things right, those do. A photocopied apology but then making me stand in line forever to receive the exact level of service on a product I would already get anyway only pisses me off more, even if the sheet did mention we could call the toll free number or go online to change the booking.

I called the number for BA as it was on the copy as I stood in line, and did get their phone ticketing desk. They, of course, couldn't tell me whether any other airline was leaving that night that I could get a seat on, only the people at the Heathrow desks could, but by the time I got to them all those seats would be gone anyway to the people in front of me, and besides, the customer rep figured not anyway, as the bad weather was not just at Heathrow but also in Germany. Ok, rebook me for tomorrow then. Can I get a transportation voucher then? Well, stay in that hour long line being slow with people being rebooked to get to a service desk for that simple credit, she could not do anything over the phone. When I got off the phone after being confirmed I left the rebooking line and tried one of the floor reps if he knew how to get me a transportation voucher -- I don't need rebooking, I don't need to hold the rebooking line up, I just need a signature on a simple print. Of course not, go stand in the line. I look over and see a shorter line, can I get in that. No, that bank of desks are doing something else. I then notice the signage above it and know what is going on, and look the rep point blank in the face and tell him that no, that bank of desks is doing exactly the same. Only then does he say admit those desks are servicing only the First and Business Class customers, which to my brain is doing exactly the same and his previous answer was just bullshit weaseling, and I turn and walk away while he is still talking to me. Fuck this.

I get to do it all over aain tomorrow.