To date - 10 Jan 2012 (2 months later) - I have had absolutely no reply from BA regarding my complaint.
Just venting my extreme frustration about a recent BA flight.... I have forwarded this to BA. Will let you know if I hear anything from them.
On 5 November I was returning home to Cape Town from a Luxury Travel show, PURE, in Marrakesh. I had to fly via Madrid and Johannesburg before heading to Cape Town. In Madrid I had an 8h hour lay-over before boarding the flight around 12.30 at night for Johannesburg. We arrived here before 12 midday and as my connecting flight was only at 3pm, I tried to get an earlier flight to Cape Town, as I had already been travelling form more than 24 hours.I went to the ticketing office in Terminal B and tried to get an earlier flight. I was told that since my ticket was booked on a "L" class, that BA could do nothing to assist me. I repeatedly mentioned that I understood I might have a cheaper fare and would be more than willing to pay in, if they would let me know what this cost could be. I was told again that only my travel agent could assist and they cannot change this booking or make any amendments to it.
I called Flightcenter in Thibault Square (with whom I had booked) and as it was now Sunday managed to get hold of the emergency manager on duty. She informed me that they must be able to assist. Armed with this new information, I went back to the ticketing office and again tried to change the ticket or pay in for a revised ticket. Both Porche and Mary who were on duty informed me that there was absolutely nothing they could do.
I then went to the check in counter, and promptly burst into tears from the sheer frustration for not being able to do anything about getting home earlier. I heard two BA flights being called for Cape Town and had to just sit and wait until I could board at 3 pm and head home after my more than 28 hour travel ordeal.
I am writing to appeal to you to please explain to me in a logical manner why I could not change my flight to another class of ticket by paying in. Through my experience I will have to conclude that that tickets made by travel agents can only be changed by the travel agents - and no-one else? I can also only conclude that you are forcing me to only make on-line bookings and to cut out the travel agent all together - because in this case, had I made my own booking, I would have had a chance to get home earlier? What about good old fashioned "customer care"? In this case, as the passenger, I was a victim of rules and procedures directly impacting my travel experiences. Are passengers not the core of your business?
I look forward to your reply,