Thread by @AllanThornley1

Hi @British_Airways I paid for a Catania (Heathrow) Glasgow service yesterday.
I've just completed the Heathrow to Glasgow leg by rail, and I'm now home.

Due to the severe weather #Heathrow disembark became prolonged, with the pilot explaining ground staff resource was stretched.

The connection flight to Glasgow was then delayed from 20:00 to 22:00
In the meantime I bought myself a meal at the cheaper end of available facilities at £20

At a little after 21:00 the delay was revised to cancellation.
The customer advice was to leave the airport, retrieve luggage, find accommodation and book another flight.
Pay and claim back.

At this point cancelled passengers were offered a £10 token, which wouldn't cover a meal and many terminal facilities were closing and your passengers were revising arrangements without assistance from a BA ground staff struggling to command the confusion.

By the time I retrieved my luggage it was after 10.30. The carousel management was characterised by an absence of your staff.

By now other passengers had taken the remaining accommodation around the airport.
Despite misplaced confidence of your ground staff. I still can't choose another flight. My booking recognises Heathrow:Glasgow was cancelled...

However the booking software is insistent on offering me a service from Catania (not London) to Glasgow, departing tomorrow.
Its possible to change date but not the outward location.
I'm out the airport, your service line rang out, I was exhausted I gave up

Worked my way across London, and got the first train Euston to Glasgow.

Your (intuitive) software is still offering me an option from Catania tomorrow. I'm in Glasgow.

The contingency plan activities #BritishAirways carried out. Put the burden on the passenger, offered pitiful expenses, relied on failing software and what is evidently an acutely under resourced ground staff capability.

It was your passengers to Glasgow and Edinburgh that seemed most impacted. Your customer service staff acknowledged we'd struggle with Monday flight offers.

You should be able to offer a bus service alternative for these services.

I don't recommend 3 cold hours at Euston....

Which, of course, is why I'd chosen to travel with you.

It started as an unfortunate episode but it was handled with blithe, irresponsibility by @British_Airways

I've lost all confidence in your service.

@threadreaderapp unroll please