Dear British Airways

I was caught up in the latest BA industrial dispute. Come to think of it, I was caught up in the last one, and the one before that, but I digress. A couple of days ago, my nerve failed me. I would be 1500km from home with no access to a laptop and only a PAYG mobile phone, before I'd find out if BA were going to run a plane to get me home. Not a good situation, and with potentially limitless costs ahead, and with BA's new reputation for not paying stranded travellers' expenses hitting the tabloids, I've bottled out.

Discussed my options with my OH and we agreed I should get on the phone and move my flights away from BA's ongoing problems. He would have to manage alone, and I would not be arriving by plane/train.

So, after looking through the latest strike list of options from the BA website, observe that they have blocked DIY changes, I'm obliged to phone a call centre.

Problem #1, I'm gullible. The operator can't offer me the dates I want, because the computer says no. She offers me 2 earlier dates, which are no good to me, and I tell her this. I am reassured that it's okay, I can go into the system later and change them. So, having been duly reassured, I agree, and await the email I'd requested to confirm the changes.

Problem #2, I'm trusting. When the email arrives, not only are the dates no good, the return flight is now only 2 days after the outward one, which is utterly useless. I decide to test what the operator has told me the day before and swap them.

Problem #3, As BA appears to have still disabled part of it's website, customers cannot change their travel, you have to keep phoning them.

I'm an Executive Club member, so they are the people who I phone. Up to now, I thought I'd had a few problems, but really that was just chicken feed.

Problem #4
The operator tells me:
That "to change your flight will cost be £60, plus any additional fare costs."
That "you are only allowed 1 change"
That "I'd entered into a new contract"
That "if you cancel you won't get a refund"

So, by now I'd really had just about enough of British Airways. I've naturally done nothing about the flights, they are still a crock.

It's pretty interesting that the rights of passenger seems to be pretty poor with this company. I made a booking in good faith to meet a tight timetable with a scheduled train service which is advance reservation only, and realistically 1 train a day.
Like most of the public, I cast my eye over the booking conditions, but fail to read into any of the weasel words in the sub clauses because it generally takes me into a closed loop, and I have a life.

Why does the schedule play no part in the booking contract ?

When a BA passenger books and pays the money, the company does not have any obligation to deliver to meet the schedule. It's in the small print.

So, for a fair and balanced contract, I should be able to turn up and get on any plane to my destination, yes?

Well no. The airline takes my money, and I enter into a one sided contract. It then runs the plane to it's timetable if I'm really lucky. If not, then I won't get a refund.

As a passenger, it's become a matter of (if) not when I'll arrive.

I'll be searching the web for a decent priced airfare for my return trip.

As for not getting a refund, from reading I've done it seems that like most of the plane companies, BA charge disproportionate sums to refund the Taxes and APD charges paid by travellers that they hold until after we have travelled.

Disabling the website from offering this function, DOUBLES the charge they make on the hapless punter, because the only way to make the cancellation is by phone. Nice little earner, and no wonder the operator in the Executive Club sounded happy.

As for my reservation only onward rail travel with Spain's national rail operator RENFE, I simply cancelled the booking online, paid a single figure admin fee and the money was back in my credit card account in 2 working days. Excellent service. British Airways should take note.

In December 2009, I flew with BA, I had no idea how I would get home, but a judge intervened and declared the strike ballot unlawful.

In March 2010, I flew with BA, well actually I flew with Jet2 and Air Finland. My outward flight was cancelled and it took me an hour and 20 minutes on hold to BA to get a seat on a later flight. I had no real indication of how I'd get back when I left the country, but as long distance public transport at my destination, is plentiful and most requires no advance reservation it's not such an issue.

Of course BA were supposed to email/txt me with details of any cancellations, and I received nothing at all, so have little confidence in their service.

I do not feel that British Airways has any right to expect any loyalty from me or any of the other victims of this fiasco. I have lost a small amount of money in comparison to many travellers. We should have all lost nothing, as it's not our problem.