Help! BA lost my luggage

[popsnsqeeze]

Hi all,

I'm wondering if anyone else has been in this situation and if you have any ideas. I am so pissed with BA and at a loss for ideas about what to do next.
I emailed the Managing
director yesterday and I've copied and pasted the email below. He hasn't responded.

To Mr. Williams,

I travelled on June 25th from London LHR to Philadelphia.
When I arrived in Philadelphia airport, 3 items of luggage were not there. A large duffel bag, and a buggy in 2 parts.
I reported this to the customer services representative at the airport and was assured that the items would be on the next flight and I would receive them the next day. I was given reference number XXXXX
Since Wednesday I have been checking the tracking numbers online, and calling customer services as the information on the tracking system is not being updated.
According to the online system and customer services the buggy has not been located and the duffel bag has been in Atlanta airport since Sunday.
When I have spoken to customer services I have been regularly lied to and told that the luggage will be with me in the next 24 hours.
Yesterday I called BA in the UK. I spoke to someone who was extremely helpful. She located my luggage and told me it's in Philadelphia airport and she will message the airport about scheduling the delivery.
This morning, I received a call from a Delta representative in Philadelphia airport who informed me that she has the duffel bag, and she has been trying to call BA for the last 4 days to come and take it so that it can be sent to me. She said BA have not responded to her messages and phone calls and asked me if I had any way to get in touch with them.
I called BA in the UK only to be fobbed off, redirected into the phone system and not helped.

Mr Williams, this is really unacceptable. My bag is at Philadelphia airport, all BA need to do is send it to me.
It is also unacceptable that my buggy has not yet been located. I have a small child, and I have had to buy a new buggy which is a completely unnecessary expense.

Please inform me what will be done regarding all my pieces of luggage.

They are not at all quick at answering e-mails.

I can sympathise with this situation as it has also happened to us on a BA flight to Orlando. One of the suitcases was not actually loaded by the baggage handlers at Gatwick so did not make the plane. It took three days for this case to be delivered to our room, we did not have to go to the airport thankfully.

Did you cross the Atlantic with Delta, was this a codeshare flight with BA or was it an actual BA flight?. That will have some bearing on who is responsible to return it. A probable reason for your duffel bag ending up in Atlanta is because this city is one of their major US hubs.

Delta should be the ones to return your bag to you as they now have your duffel bag. There is likely to be no BA luggage office at Philly so they cannot themselves return your bag.

Hopefully you will get the buggy back as well.

BA's lost luggage tracker now works.

www.britishairways.com/travel/baggen/public/en_gb

This may be of some use to you as well.

Thanks Atilla.
It was actually a code share flight with American Airlines... So booked trough American, then we flew BA and now delta have my duffel. Maybe I should call American today? Argh!!

I'm going to try that link now too thanks!

Hm, that's the baggage tracker that I've been monitoring every hour or 2 for the last week. It's completely useless, it doesn't update.

Sorry about that.

Delta should be the ones to return the bag to you seeing as they still presumably have this item.

I found that it only updated infrequently as well, we ended up looking at it every day till the suitcase arrived in our hotel room (3 days later).