Now find our bags
Thousands still missing luggage after computer meltdown at BA
The IT meltdown that grounded hundreds of British Airways flights has become a lost luggage crisis.
Yesterday thousands of people who checked in their bags at the start of the Bank holiday weekend before their flights were cancelled were still desperately trying to find them.
The airline has admitted its website has been unable to cope with the number of people trying to post a lost luggage report.
And customers have found it impossible to get through to the BA’s call centres, which are based in Madrid and India.
Worse, it has emerged BA’s customer service operation is weighted against British passengers in terms of call costs and operating hours. The crisis has been blamed on savage cost cutting by BA’s controversial Spanish boss, Alex Cruz, who has faced calls to resign.
Yesterday Mr Cruz, who insisted he intends to stay on, said only 75,000 had been affected by the crisis. But in fact, this is just the number who had flights cancelled, with BA admitting that ‘ many more’ suffered delays.
Lost revenue, refunds and compensation mean the crisis will cost BA tens of millions of pounds. But it has faced accusations it is keeping customers in the dark about their legal rights to compensation. Letters to passengers do not include any reference to the fact they are entitled to up to £524 per person as well as a refund.
however BA said it was ‘ doing everything we can to help customers’, adding: ‘We will fully honour our obligations.’
Passengers have been bombarding BA’s lost luggage phone lines, website and Twitter feed.
Sky News presenter Jonathan Samuels tweeted BA saying ‘ 48 hours with no luggage & no updates on phone number or website! ... Any advice?’ and was advised to check the BA website.
David Ruthven, from Scotland, asked: ‘British Airways what are you doing about missing luggage? how many days will this take to find?’ After being referred to the website, he added: ‘Time for the whole management to stand down – not fit for purpose. Scandalous!’
BA advises people to register their bag as missing online on the basis it will be traced and couriered to them, but it seems the site cannot cope the demand. A message reads: ‘We know that some customers are having issues creating a delayed bag report via our website. If this is happening to you then please call us.’ however the number it gives has been so busy people cannot get through.
And while operating hours for UK customers are 6am-8pm, this extends to 7.30am-11pm for Americans and 7am-11pm for those in France and Spain.
Britons are also being directed to a number which charges, while US travellers are connected to a free service. BA admitted that ‘signifi- cant numbers’ are yet to receive their bags. ‘We are very sorry for the frustration this situation is causing,’ it said. ‘It may take several days to complete the process of reuniting bags with their owners ... We will organise for the free of charge onward delivery of bags to customers as soon as the bags arrive at their final destination.’
BA said it offers a free number – 0800 727 800 – as well as the 0344 number, which charges, adding: ‘Customers can also add phone charges into any claims they submit and we’ll look at them.’ Last night BA insisted it is getting back on track, adding: ‘We continue to make strong progress in rebuilding our operation.’ A full schedule was operating at Gatwick yesterday and 90 per cent of flights left heathrow.
IN the past, this country had just reason to be proud of British Airways, with its reputation for customer service ranking among the best in the world. After this weekend’s computer meltdown that good name lies in tatters, bringing shame on the flag emblazoned on BA tailfins.
It was bad enough that such a worldwide IT failure could happen in the first place. It is extraordinary that there was apparently no back-up system or contingency plan when disaster struck.
Unforgivably, tens of thousands were left for hours without information, while staff clocked off as usual at the end of their shifts, abandoning distraught customers.
Meanwhile telephone lines, jammed all day, closed at 8pm, leaving families in the dark about how to find missing luggage.
Indeed, as the Mail reports today, BA offered quicker and cheaper service to those calling helplines abroad, treating Britons like third-class customers.
Clearly, there must be an inquiry, with fines as appropriate. Tough questions must also be asked about whether BA deserves to maintain its stranglehold on Heathrow, where it has 54 per cent of runway slots.
Above all, the airline must work tirelessly to repair the damage to its reputation. Compensation must be generous and prompt. No corners must be cut in investing in failsafe IT. And communication must urgently improve, with staff trained never to treat passengers so contemptibly again.
The Mail has always wished BA well. The fightback to restore pride in our national carrier begins today.