British airways are rubbish

[Bugnor]

We're due to fly out to mallorca with our 9 month old baby on our first holiday in four years (didn't even manage a honeymoon due to work commitments and finances) and booked with BA to fly to Mallorca. Part of the reason for choosing them was their policies towards families signposted all around their sight. 'Sit together' , 'travel together' etc etc so even though it was £300+ more than other hauliers we thought ah sod it its our treat and booked with them last year. We booked our seats together. Today I received an email for our booking(a week before we fly so I can't even cancel and rebook with a better airline) and thought I'd log on and check everything and they've moved us to separate seats:(. I tried to move them online but there aren't any options available. To add to the mix I've a broken hand and I'm pregnant :) (that's the good news in this story) anyway I called up and spoke to Stacey who was full of beans (not) and was 'well there's nothing we can do maybe the seats you booked weren't suitable' I explained to her that it doesn't allow you to book unsuitable seats and that our baby is 9 months, I'm pregnant and I have a broken hand and we'd have saved ourselves money and booked with someone else had we known that we'd have to sit separately 'well there's nothing we can do here' no sorry no lets try and sort this - nothing.

British airways are crap. You want to think that if you pay a bit more you get a bit more but honestly you're better off flying budget and at least not paying for crap customer service and poor treatment of families despite purporting to be a family friendly airline.

Is it just me or has anybody actually had a positive experience with British poorways?

As a mum I can definitely see your point of view Bugnor.

As said by others, I imagine that the seats were changed for operational reasons e.g. a change of aircraft or type.

I would speak to BA again, ask to talk to the supervisor and explain, politely of course, why it's particularly important to you that you're seated together. You could also point out that aisle seats would be more practical with a baby. Otherwise turn up early and see if the check-in staff can help. If the flight isn't full they might be able to do something.

I'd also suggest putting your complaint in writing to BA.

(I'm assuming that you weren't originally booked in an overwing exit row by mistake 'cos obviously that's a safety issue with a baby/pregnancy.)

I hope it gets sorted out and that you have a great trip.

I have also had BA flights where my husband was seated on his own whilst I was left with 3 DCs including an infant on my knee. I spoke to them as my seat wasn't changeable due to the infant, they moved DH to across the aisle and put DS with him which was a good compromise.

May I make a suggestion? I also try to be very apologetic if I want the airline to do me a favour, and grateful if they do it. From your earlier posts you are clearly very frustrated, but if you take it out on the person you want to help you out, they may choose not to use their discretion.

We have been upgraded on flights, given loads of free extras, given my buggy at the door of the plane whilst other parents were told theirs would be on the luggage carousel. All of this happened for us because we asked nicely.

I organise group flights and one of the selling points (from BA) is being seated together...but we had an issue over NEW Year when on check in the staff member at the desk moved some of our group (seats had been confirmed day before) and then commented that some of our group had requested to move... A word with the purser on the flight soon managed to get the return flight sorted... I would definitely get to the airport early and speak to the check in desk ...they move people seats around... I dont necessarily fly with BA because of seating but on a positive point I've found them very good - you can book flights 330 day's in advance ...you dont have an issue with baggage...and for group flights I just pay a deposit and balance 8 weeks before departure... We were moved around at New Year because they had a celebrity A lister on the flight with a large family!

Thanks again everyone I am going to totally take your advice and was nothing other than super friendly and polite (merely venting my frustration here) and in fact was apologising to her for being so special needs! But that particular person just seemed apathetic and disinterested. I'll let you know of there's any resolution or at least if they move us to aisle seats nearer each other. I've never really felt the need to complain before as usually I can see both sides of the story. This time I'm struggling a little.

Why don't you phone again ? You might get another operator who is more interested in helping and definitely do the apologising for your hand etc etc. again, you might be in luck.

It's terribly frustrating I know. I booked through sovereign a couple of years ago, couple of hundred quid more expensive than doing it ourselves but thought, sod it, I need the break. Turns out that seating together was not included - but not mentioned anywhere - and we had to turn up 3 hrs early and phone the airline ourselves or else pay an additional £60 for it. It's truly aggravating and you just wish you had gone for the cheaper option.

Special needs?

Not good

Special needs = my requirements being different to the norm
Givemeaclue were you asking a question and then just proffering your opinion without receiving an answer ? Being antagonistic and unhelpful = not good.

Not good that they won't accommodate your special needs-broken arm etc was what I meant

Givemeaclue get of mumsnet and finish your packing!! Hope you have a great holiday.

I've flown alot over the years and I am remain unimpressed by BA and particularly the attitude of their staff.

The economy airlines are fine, you do pay for any extras, but at least you don't have to bow and scrape to get seats together. You pay, it happens.

Oh no this sounds terrible!

We have booked to fly with BA in August for exactly the reason that we thought that we could book seats for DH, me and our then 8mo to all sit together- I thought that the booking was definite, I am horrified that they can change it! I am a very nervous passenger, and am bfing, so I can't give our DS to my DH if we get split up. Plus I have anxiety issues, so if we get split up I will absolutely be a nervous wreck. I thought we were safe in paying a premium to fly BA so we could avoid this...but clearly not!

I hope you get it sorted. Surely passengers flying with small children should be a priority? I haven't flown with a baby before, but I imagine it must be stressful, so I don't think it is unreasonable to expect to be able to sit together as a family. They should be ashamed of their customer service.

of course they can change it, all airlines can, and do frequently if need for operational reasons - tecnhical problems with aircraft usually. very standard stuff, all in the terms and conditions.

I once had my seating moved on a (non BA) 12 hour flight - travelling with a 18 month old & a 3 year old. I think they split us so we had one two seats together and two single seats. The lady on the phone said she couldn't change or guarantee anything, but the best advice we got was to turn up super early at check in & beg, beg, beg.
We did, and they already had a note of our names and swopped us into the bulkhead seats, all four together - there seems to be quite a lot of flex at that final stage....

I did have a very stressful night the night before, but reckoned that the other travellers on the flight probably would't want my 3 year old sitting along anymore than I did!

I agree with mikkii, ask nicely. I had a 14 hour flight from South America a few days ago and myself and a group of friends were completely spread all around the plane. One of the group who was checking in next to me was getting arsey and demanding to be moved and was not. I was with one friend and we asked really nicely/beggged and pleaded and the check in agent was lovely and changed our seats for the 14 hour flight and then next shorter one so we were sat together. (this was not BA though).

I have however flown with BA numerous times, often with up to 4 children and we've always managed to sit together. If you ask nicely, rather than being upset/stroppy/angry you are likely to get a better result.

Hope you get it sorted

I agree BA are rubbish. We've flown loads of different airlines with our kids and they were one of the poorest.

BA can be very good but it depends who you get! If you've paid for good service you want it though so I understand it can be incredibly frustrating.

For what it's worth I have a 10 month old who has taken 10 flights so far, up to 4 hours long and sometimes with just myself sometimes with DH too. I completely understand how you'd want to sit together, it's so much easier even for a relatively short flight. Especially when you're breast feeding a very long baby who wants to spread out over two laps at that close distance!

If you really can't change in advance though, try not to worry about it too much. Chances are when you are there something will happen that can change things - such as they will find a way to change seats or someone will move for you. If you have to fly separately you will be fine too, although it is easier with an extra set of hands next to you it is also only a short flight.

None of this takes away from your frustration at BA I realise, but I hope it doesn't cloud the flight part of your trip. I always think a holiday should start at the airport with a nice meal and glass of something and trying to make what can be a stressful experience for a lot of people into something fun. Have a good holiday!