British Airways
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Does anyone know where to direct a complaint if you haven't flown yet? I booked a package through Expedia to NY and they seemed to have ballsed up the return leg (got me arriving in Heathrow then flying back to Glasgow from Gatwick). Expedia seem to think this is ok but I think they are mis-selling BA flights.
LooneyTunes said:
Don't they do show you all legs of the journey prior to you hitting confirm? I know they do if you're only booking flights, not sure about packages. If so, suspect the only course of action will be to grovel to Expedia.
They do show you all the legs of the flight before you confirm, but having "LONDON lhr" and "LONDON gtw" on a page full of details is quite unexpected. I feel deceived by Expedia as they haven't sold me a package to NY, they have just dumped me at Heathrow on the way home and left me to make my own way to Gatwick. I probably won't get any resolution from BA but I would like to make them aware of this mis-selling of flights. I've spoken to Expedia and they seem to think it's ok to abandon you at Heathrow. Andrew[MG] said:
LooneyTunes said:
Don't they do show you all legs of the journey prior to you hitting confirm? I know they do if you're only booking flights, not sure about packages. If so, suspect the only course of action will be to grovel to Expedia.
They do show you all the legs of the flight before you confirm, but having "LONDON lhr" and "LONDON gtw" on a page full of details is quite unexpected. I feel deceived by Expedia as they haven't sold me a package to NY, they have just dumped me at Heathrow on the way home and left me to make my own way to Gatwick. I probably won't get any resolution from BA but I would like to make them aware of this mis-selling of flights. I've spoken to Expedia and they seem to think it's ok to abandon you at Heathrow. 
It seems fairly clear to me? I couldn't get it to give me a LGW routing though. Caveat Emptor and all that.
Doesn't sound like they have mis-sold anything. They would have presented you with an option which you would have read and agreed was OK, only noticing the issue after you have confirmed the booking. The only way they could be accused of wrong doing is giving you something other than what you booked and paid for.
It's easily done, I've been caught out on a similar thing with Opodo in the past myself. You just need to read the itinerary carefully before clicking 'confirm and pay'.
Coach from LHR to LGW is about a £10 IIRC - shouldn't take more than an hour or so.
It's easily done, I've been caught out on a similar thing with Opodo in the past myself. You just need to read the itinerary carefully before clicking 'confirm and pay'.
Coach from LHR to LGW is about a £10 IIRC - shouldn't take more than an hour or so.
How long do you have to transfer from LHR to LGW, if it is not realistically achievable might you have some leverage. Probably not, but it's easily done.
I often go 'Oh that's cheap' and then notice the airport is London City. Best advice to avoid is to select a specific London airport as opposed to just London.
I often go 'Oh that's cheap' and then notice the airport is London City. Best advice to avoid is to select a specific London airport as opposed to just London.
I'm aware that I should have noticed, and I'm not expecting to get anything back from BA or Expedia now, I would just like to highlight the flaw in their system. I don't imagine that if you booked through BA they would fly you back to Heathrow and they expect you to depart from Gatwick? Collecting our baggage and then checking in again is as much of a pain as getting from one airport to the other.
If I was booking everything separately then this would be more acceptable, but I was expecting a 'package'.
@FiF We didn't select London, we selected a hotel + flight package from Glasgow to NY.
If I was booking everything separately then this would be more acceptable, but I was expecting a 'package'.
@FiF We didn't select London, we selected a hotel + flight package from Glasgow to NY.
Andrew[MG] said:
I'm aware that I should have noticed, and I'm not expecting to get anything back from BA or Expedia now, I would just like to highlight the flaw in their system. I don't imagine that if you booked through BA they would fly you back to Heathrow and they expect you to depart from Gatwick? Collecting our baggage and then checking in again is as much of a pain as getting from one airport to the other.
If I was booking everything separately then this would be more acceptable, but I was expecting a 'package'.
@FiF We didn't select London, we selected a hotel + flight package from Glasgow to NY.
Unfortunately this is the way the "system" works. A couple of weeks back I had to fly to somewhere in South Carolina. No direct flights so would need to change in the US somewhere. Our corporate agent (AMEX) offered a number of routings, one of which required an airport change from New York (JFK) to Newark. If I was booking everything separately then this would be more acceptable, but I was expecting a 'package'.
@FiF We didn't select London, we selected a hotel + flight package from Glasgow to NY.
Andrew[MG] said:
I'm aware that I should have noticed, and I'm not expecting to get anything back from BA or Expedia now, I would just like to highlight the flaw in their system. I don't imagine that if you booked through BA they would fly you back to Heathrow and they expect you to depart from Gatwick? Collecting our baggage and then checking in again is as much of a pain as getting from one airport to the other.
If I was booking everything separately then this would be more acceptable, but I was expecting a 'package'.
@FiF We didn't select London, we selected a hotel + flight package from Glasgow to NY.
Ah that's a belter and regardless of the legalities I reckon common sense dictates that is not a reasonable routing.If I was booking everything separately then this would be more acceptable, but I was expecting a 'package'.
@FiF We didn't select London, we selected a hotel + flight package from Glasgow to NY.
Still be interested on the flight times, eg arr LHR dep LGW.
Assuming LHR arrival on time, you can easily waste the thick end of an hour just getting out of T5 on a bad day, then the bus sits and sits on the M25.
What do we reckon is a reasonable transfer time flight to flight, nothing under 3and a bit hours? Am I just being pessimistic?
I have used expedia for about 10 years now. I always cross check their offering with the relevant airlines website to see if I can get a better price or timings. I fly from Edinburgh. When I check BA's website I will be given at least half a dozen options for both outgoing and return flight. Usually 3 or 4 of those options involve a transfer between Heathrow, Gatwick or City to be made at my expense.
It seems BA do think it is acceptable and have been doing so for as long as I can remember that I've been using their website. Just suck it up and put it down to experience I'm afraid.
It seems BA do think it is acceptable and have been doing so for as long as I can remember that I've been using their website. Just suck it up and put it down to experience I'm afraid.
It's a legitimate route, they probably don't fly to LGW from your departure airport every day so they've booked another LON airport. I'm sorry, but it's your fault for not checking before confirming. No doubt it was a good price. It's quite a tight connex through though, we have to book pax a minimum connex of 3 hours through LHR unless the flights are in and out of the same terminal, although at that time of the day the traffic should be fine.
Check before hitting confirm next time.
I got stung a while back when flying back from Managua, I didn't expand the flight details and ended up going Managua to San Salvador, San Salvador to San Jose, San Jose to Madrid and then Madrid to LHR. With a 9 hour wait in San Jose. Horrific!
Check before hitting confirm next time.
I got stung a while back when flying back from Managua, I didn't expand the flight details and ended up going Managua to San Salvador, San Salvador to San Jose, San Jose to Madrid and then Madrid to LHR. With a 9 hour wait in San Jose. Horrific!
BrabusMog said:
It's a legitimate route, they probably don't fly to LGW from your departure airport every day so they've booked another LON airport. I'm sorry, but it's your fault for not checking before confirming. No doubt it was a good price. It's quite a tight connex through though, we have to book pax a minimum connex of 3 hours through LHR unless the flights are in and out of the same terminal, although at that time of the day the traffic should be fine.
Indeed some routes via New York have you landing at JFK and taking off for a connector from La Guardia or NewarkIt's a lesson for us all to be honest.
What do Expedia say about this
BA change fee is £30 plus the difference in the fare aiui. Rare that I have to make a change, sometimes for me it's just been £30, on one occasion ticket thrown away and new flight booked as they wanted full upgrade to fully flexible business class and not prepared to consider anything else.
maybe somebody in the travel business could comment?
But I agree a four hour transfer from LHR to LGW isn't a good way to end.
I took note how long it took me to get out of T5 yesterday. We parked on stand 511, which is not far from one of the better stands, ie right next to flight connections and not that far to immigration.
Only one IRIS m/xc working but I was second in queue so straight through, bags were pretty much OK, not the first bags out but plenty of people still arriving from immigration when I walked away towards customs.
It took me 4 minutes from exiting customs to get to my car in short term, so no fannying around with buses.
So all in all a decent terminal experience, from touchdown to firing up the car, 50 minutes. So 3 hr 15 minutes left for OP to get to LGW, check in, bla bla bla. Last night M25 was pretty much standing room only. Good luck.
What do Expedia say about this
Expedia said:
Sometimes your travel plans can change. At Expedia, we won’t charge you for unexpected changes to your travel plans....
We understand that sometimes you need to change your travel plans. And unlike some other travel sites, we won't penalise you for making these changes. There are NO Expedia change or cancellation fees on flight or hotel bookings.*
Please note, that while we won't charge any change or cancellation fees, some hoteliers and airlines may charge their own fees on your booking. Hotelier change and cancellation fees tend to apply to bookings made for peak travel periods, or on last minute cancellations and changes. Fees for changes and cancellations may be applied by airlines depending on the fare you have booked. If your flight confirmation states “non-refundable" only, then in some cases changes may still be made. If your flight confirmation states "non-changeable and non-refundable", you will not be able to make any changes to your flight booking. If you decide to cancel your flight booking you will be able to claim back the value of Government taxes applicable to the flight only. So ensure you read fully the Terms and Conditions of your hotel or flight booking prior to making any changes.
Enjoy the trip and the savings ... only on Expedia.
How do I change or cancel a Hotel or Flight Reservation?
To cancel a hotel reservation, go to My Trips and open the itinerary that contains the booking you wish to cancel. Click Cancel this reservation and review the refund and penalty details. You are now free to book alternate accommodation.
To make changes to a hotel or flight booking or to cancel your flight booking, please call Customer Service Centre on 0330 123 1235.
Worth a shot?We understand that sometimes you need to change your travel plans. And unlike some other travel sites, we won't penalise you for making these changes. There are NO Expedia change or cancellation fees on flight or hotel bookings.*
Please note, that while we won't charge any change or cancellation fees, some hoteliers and airlines may charge their own fees on your booking. Hotelier change and cancellation fees tend to apply to bookings made for peak travel periods, or on last minute cancellations and changes. Fees for changes and cancellations may be applied by airlines depending on the fare you have booked. If your flight confirmation states “non-refundable" only, then in some cases changes may still be made. If your flight confirmation states "non-changeable and non-refundable", you will not be able to make any changes to your flight booking. If you decide to cancel your flight booking you will be able to claim back the value of Government taxes applicable to the flight only. So ensure you read fully the Terms and Conditions of your hotel or flight booking prior to making any changes.
Enjoy the trip and the savings ... only on Expedia.
How do I change or cancel a Hotel or Flight Reservation?
To cancel a hotel reservation, go to My Trips and open the itinerary that contains the booking you wish to cancel. Click Cancel this reservation and review the refund and penalty details. You are now free to book alternate accommodation.
To make changes to a hotel or flight booking or to cancel your flight booking, please call Customer Service Centre on 0330 123 1235.
BA change fee is £30 plus the difference in the fare aiui. Rare that I have to make a change, sometimes for me it's just been £30, on one occasion ticket thrown away and new flight booked as they wanted full upgrade to fully flexible business class and not prepared to consider anything else.
maybe somebody in the travel business could comment?
But I agree a four hour transfer from LHR to LGW isn't a good way to end.
I took note how long it took me to get out of T5 yesterday. We parked on stand 511, which is not far from one of the better stands, ie right next to flight connections and not that far to immigration.
Only one IRIS m/xc working but I was second in queue so straight through, bags were pretty much OK, not the first bags out but plenty of people still arriving from immigration when I walked away towards customs.
It took me 4 minutes from exiting customs to get to my car in short term, so no fannying around with buses.
So all in all a decent terminal experience, from touchdown to firing up the car, 50 minutes. So 3 hr 15 minutes left for OP to get to LGW, check in, bla bla bla. Last night M25 was pretty much standing room only. Good luck.
Calculate your service fee here
Obviously the devil will be in the detail, ie the tariff and rules applicable to the ticket you booked.
As mentioned I have had tickets which are unchangeable and unrefundable, and the only option was either not change or throw away and buy a new one. I can imagine your ticket is something like this, and the £100 is the cost of change and one way fare LHR-GLA, or some stupid arrangement like that.
Wonder if you could book a £62* each person one wayer stand alone ticket with BA.com, and then not just take the LGW-GLA part of your existing ticket? No doubt the prats would moan about that too.
Sorry, not being much help am I?
edited originally said £45, that is the LGW - GLA fare, I fell into same trap you did.
Obviously the devil will be in the detail, ie the tariff and rules applicable to the ticket you booked.
As mentioned I have had tickets which are unchangeable and unrefundable, and the only option was either not change or throw away and buy a new one. I can imagine your ticket is something like this, and the £100 is the cost of change and one way fare LHR-GLA, or some stupid arrangement like that.
Wonder if you could book a £62* each person one wayer stand alone ticket with BA.com, and then not just take the LGW-GLA part of your existing ticket? No doubt the prats would moan about that too.
Sorry, not being much help am I?
edited originally said £45, that is the LGW - GLA fare, I fell into same trap you did.
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