British Airways refuses doublebass grievance

Message from Marco Behtash, sub-principal bass at London’s Royal Opera Home:

I lately traveled with my double bass to the States and was handled horribly by British Airways employees in San Francisco after I arrived for my return flight. The employees supervisor at check-in was aggressive and antagonizing from the second she noticed me line up for check-in with my double bass. After I kindly requested if I may go away the flight case to 1 facet so I wouldn’t need to snake by means of the queue with it, the supervisor Connie Chan blatantly ignored my query and as an alternative started threatening that I ‘can’t fly with that’ and ‘that’s too heavy’ and ‘that may solely fly cargo’.

After I made it to the counter she once more insisted that my instrument was too heavy to be allowed on board and that something over 32kg is classed as cargo. I attempted to clarify that the bass had traveled TO California from London on the exact same BA plane and located BA’s personal pointers on an iPad for her to learn (basses are allowed as much as 45kg), after which she conveniently modified her story to ‘you didn’t notify us 24hrs upfront’. After I insisted that I had referred to as not solely 24 hours however weeks upfront as my reserving clearly confirmed she dismissed me by yelling actually ‘you argue for nothing!’.

I later spent hours on the cellphone with BA attempting to get some sort of apology and rectification solely to be informed by about 10 totally different representatives that my solely choice was a proper declare with buyer relations AFTER finishing my journey.

After I returned for my new flight 24 hours later, I requested once more for some sort of compensation for the ridiculous service of the day earlier than. I used to be informed that I used to be fortunate to be rebooked in any respect. I ought to point out that additionally on my outbound journey BA didn’t load the bass on my plane, regardless of me being on time and their flight leaving over an hour late. The bass subsequently arrived a day late in San Francisco.

I’m appalled on the therapy and repair. I ought to say I’ve traveled fortunately tens of occasions on BA with a bass and with out issues, though the time earlier than this was a minimum of three years in the past. Issues appear to have modified with the airline and I would love it to be recognized that BA is not constantly dependable for journey with a double bass (or the rest giant presumably), and that the pleasant and professional service they promote is under no circumstances one thing they constantly ship. Their employees are clearly unaware of their very own pointers, they don’t make an effort to hearken to a prospects’ standpoint or needs, even after they fall nicely inside the buyer’s rights, and worst of all they lack the fundamental decency to really try to make a scenario proper as soon as it has clearly gone incorrect.

I feel bass gamers ought to know that British Airways can’t be relied upon to move our devices and that they’re liable to shock vacationers with very pricey and unwarranted delays and cancelations.

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