Complaint to British Airways

Dear Sirs and Madams,

I was referred to customer relations by the service desk in Heathrow. (…)

I was booked on BA911 on May 15th (Frankfurt->Heathrow) with a connection to BA247 (Heathwrow->Buenos Aires). Due to air traffic control problems the first flight was delayed for several hours and I missed the conncetion in Heathrow. In the end, I arrived in Buenos Aires almost 30h later than scheduled. I understand that such an incident is beyond the control of British Airways, however, the way one deals with it is not.

Upon landing in Heathrow we were told on the airplane that the passengers with connceting flights should “follow through arrivals”. Of course I did so. In the baggage claim area of Terminal 5 I found BA staff and explained my situation. They told me, since my luggage was already checked through to Buenos Aires, I should just go to the BA desks in the departure area. However, all desks there were closed and there was no BA staff at all! It was somewhere around midnight by now and I was unable to find anyone from BA to give me assistance. There were also no services running anymore (like the Heathrow Express), just a few construction workers and cleaning personnel was around. Since I had no idea on how to proceed now (when would another flight to Buenos Aires leave? Would BA pay for a hotel if I even managed to get to one near the airport now on my own?) I had to spent the night on a chair in Terminal 5! I can tell you that was not a nice night, without food or any help from BA, and that was definitively not what I expected when I bought a OneWorld/BA-ticket. It took until about 6am on May 16th until I found someone from BA in Terminal 4 to give assistance. From there on it went well, I got vouchers for breakfast, a hotel room for the day and a rebooking for the evening.

I´d like to stress that the service and assistance from BA staff was good when I had the privilige of receiving it, but it is outragous to let paying customers spent the night in the departure hall without *any* assistance or even just information.

Ï´m looking forward to hearing from you soon and would appreciate an apology and an offer on how British Airways is going to compensate me for the ordeal.

Yours sincerely…