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Original poster

POOR/ZERO CUSTOMER SERVICE FROM BRITISH AIRWAYS - FLYING WITH TODDLER - HELP!

35 replies

lululo · 05/09/2014 20:39

Hi folks,

I posted recently and got some great advice and as a result contacted BA to request a bassinet, bulkhead and a meal for my toddler.

Firstly, it took several weeks for them to respond to my email and when they did it was a generic response redirecting me to the website - where they claimed I could book what I needed.

I tried the BA website and found that the website advised me to contact customer service - I emailed them again. No response.

I called customer service and was put on hold for 55 mins before I gave up!!!! I tried again today and after 20 minutes got through and was advised that I couldn't get a bassinet for part of my journey, nor could I get bulkhead seats, food for my baby and, they were unable to seat my partner next to me!!!

I asked if all of this were possible if I upgraded. I was advised that yes, it may well be. I asked if I could upgrade using AVIOS - which their website claims is available. I was told that with my (£2000!!!) world traveller tickets I did not have the option to upgrade with AVIOS and in order to ensure a bassinet etc. I would have to re-purchase our tickets.

I can not tell you how angry I am about this. And how stressed... the idea of flying longhaul without my partner next to me, no bassinet or bulkhead etc. is of great concern to me. I'm also worried that there isn't food provided for my toddler or milk. I was advised I can purchase this from Heathrow and Cape Town airports - a) our connections are tight in Heathrow and I'm not sure if I'll find what we need in time - (by the way, any top tips where to buy food/cows milk?) b) Cape Town airport didn't have a place to buy such items the last time i was there (anyone know how things are in 2014?) and c) we've paid a great deal of money with a high end airline that claims to be supportive of parents etc. and offers various things online, only on closer inspection to be unavailable.

I am so stressed!

Any advice please would be much appreciated.

Has anyone else had a similar experience from BA?

I think it's outrageous how parents are being treated and feel we need to highlight these sorts of experiences.

FYI - To date, I have also had shoddy service from FLYBE staff and Edinburgh airport.

Many thanks in advance for all helpful responses!

OP posts:
Laquila · 05/09/2014 20:47

Have you had a look at the Flyertalk.com forums for help? Whenever I Google for info on an airline, detailed posts on Flyertalk.com always come up - someone there might have a bright idea?

I'm confused about you not being allowed to take food though - you can take food for adults so why not for babies/toddlers?

BrightestBulbinBox · 05/09/2014 20:51

Why can't you pay to reserve seats together? You can prebook them but it costs extra. That's why they won't be too sympathetic if you turn up and demand to be seated together because you're "a family". Like I saw last 3 families on my flight trying to do (because they were too cheap to pay extra like the rest of us families who needed to sit together).

BrightestBulbinBox · 05/09/2014 20:53

Also, toddlers do not got into bassinets... They sit on your lap til 2, then you have to pay for a regular seat.

OddFodd · 05/09/2014 20:55

You can buy food and milk all over the airport. Or take food with you if Costa/Pret isn't acceptable.

Have you clicked the links on this site? www.britishairways.com/en-gb/information/family-travel/getting-ready-to-fly

PrimalLass · 05/09/2014 20:55

You can't get a bassinet for a toddler because they only go up to 6 months on BA.

handcream · 05/09/2014 20:59

How old is your child? As others have said they are for very young children and why cannot you not book your seats together, much cheaper than what you have suggested.

Sleepyfergus · 05/09/2014 21:00

How old is your child? You say toddler, then baby in your post. I suspect though that your lo may well be too old for a bassinet. Is your child weaned, and to what extent?

PrimalLass · 05/09/2014 21:03

Plus if you don't need the bassinet then that will mean you don't need the bulkhead. You will be able to reserve seats 24 hours beforehand.

handcream · 05/09/2014 21:05

I wonder if there has been a misunderstanding and the OP's child is just too old to have a bulkhead and bassinet

Incacola · 05/09/2014 21:05

I flew with BA to Australia when my dd was 4 months old and the bassinet was only just big enough for her then, I don't think it would fit a toddler in. The A380 bassinet with Emirates/Quantas was big enough for her at about 14 months but only just. I think you will struggle to fit a toddler in one. If your toddler is over 2 then you will need to buy a separate seat for them.

I had excellent service from the BA cabin crew when I flew alone with my dd. They checked on us loads and were more than happy to look after her if I needed the loo or to get milk ready etc

TarkaTheOtter · 05/09/2014 21:09

I expect the OP means the recliner style of bassinet seat that I've heard BA can provide for older babies. I've never seen these in use though.

I wouldn't worry about the food, they'll be plenty of places to buy stuff before you board or you can give the toddler some of yours.

I'd be pissed off with this customer service too. Sounds like your tickets are very expensive and I'd expect better than this "computer says no" attitude from BA.

Annietheacrobat · 05/09/2014 21:09

I think BA do offer car seat type bassinets for toddlers which I expect was what the OP was after.

drspouse · 05/09/2014 21:10

I flew BA with my 2 1/2 year old and they were lovely. They did give me some cow's milk for him on board (they have it to put in coffee) but it's worth checking the flight on Flyertalk to find out if anyone has noted that particular flight. Or buy it at the airport (see below) and again, Flyertalk will have people who've recently flown through Cape Town who can tell you.

The flight attendant was absolutely lovely (and thankfully so was the third person in our group of 3) about him tantrumming his way down for an afternoon nap, too, and they kept my meal back till I'd fed him his child meal. If there's a meal provided on board, BA will usually do a child meal, if your toddler doesn't have a seat, you'll need to bring food (and really, bring all the food you need for a toddler for a flight. You can take all solid food through secuirty).

Security at Heathrow and your starting airport (a connecting UK airport I'm assuming) will let you bring a baby's milk (and this should include a toddler's cow's milk) if you taste it. Or buy it in Starbucks at Heathrow.

Have you tried to change your seats on the BA website? If the flight is full, you need to ask them at the gate (the presence of a grumpy toddler helps here).

drspouse · 05/09/2014 21:11

(I've never heard of a recliner style bassinet and I've also flown with him aged 12 months, not BA, and we weren't offered any type of bassinet as there were none suitable).

exexpat · 05/09/2014 21:12

You can take food with you, you don't have to buy it at the airport - I have always taken substantial amounts of food on long haul flights for my vegetarian/fussy eating DCs - sandwiches/bread, rice balls, fruit, cheese, snack stuff and so on. I found it was much more sensible to take stuff I knew they would eat, and which I could produce when they were hungry, rather than relying on airline food and timings.

It is no problem taking food through security, the only restriction is on liquids, and if it is just cow's milk you want, you should be able to find it at plenty of places in Heathrow, so don't panic. They sometimes also allow you to take milk through for children if you drink a bit of it in front of them - but you might need to check that.

BA's customer service doesn't sound very impressive, though. I flew Virgin, Qantas and Japan Air a lot when the DCs were little and never had that kind of problem getting bassinets etc.

handcream · 05/09/2014 21:13

Don't know where the OP is? She could clear this up by telling us how old her child was but surely BA asked her this question too.

WanttogotoDisney · 05/09/2014 21:14

BA seat requests are always much better done online. If you are travelling with a child under 2 the system should let you book the bassinet positions unless they are already booked which is highly likely because there are only a few on each flight and they tend to get booked up quickly. That may be why the call centre is unable to help.

If you can get a bassinet position there is a car seat type chair that fits on the ledge which my tiny DD fit in at 20 months but only just and it would be a squeeze for a larger toddler. You need to request it as soon as you board as they only have a limited number.

Bulkhead seats are often emergency exit rows and therefore not suitable for children.

BA do not provide meals for under 2s who do not have their own seat and they will often not fill up a milk bottle so take your own food/milk.

The best option for you now would be to pay to book seats together and get something next to DH if you can't get the bassinet seats.

LadyWithLapdog · 05/09/2014 21:16

OP - it's only several hours. Imagine spending the same amount of time somewhere else. Half a day. You'll manage. Your toddler can have some of your food. Get some formula and ask for hot water etc. Don't stress over it. If you really aren't seated with your partner take turns and each have a break.

LadyWithLapdog · 05/09/2014 21:18

We've been flying no-frills recently. Never had a problem getting the five of us seated together. No one wants to make your flight miserable. I'm not saying you should chance it, just don't stress over it.

OwlCapone · 05/09/2014 21:20

I've never had a problem with BA when flying with children. I booked a bassinet and reserved our seats online at the time of booking when I needed one and the one time I had an issue they sorted it out with minimum fuss. Most things can be done via "manage my booking" on the website.

AgaPanthers · 05/09/2014 21:25

Have you read this? www.britishairways.com/en-gb/information/family-travel/getting-ready-to-fly

PrimalLass · 05/09/2014 22:15

Annietheacrobat - unless they have changed since I last used them the BA car seat type would not be any use for most toddlers. My DS was 6 months when I used one and it was not big then.

AttilaTheMeerkat · 06/09/2014 08:36

When do you actually travel?.

I would have originally advised you not to e-mail them at all because its generic and thus rarely gets answered by a specific person. You always need to phone them and double check everything.

How old is your child, this will also have some bearing here. Bassinets are usually reserved for newborns.