[MrsFinots]

I made a mistake with our connecting flight from Joburg to Vic Falls, booked for 3rd August when in fact should have been booked for 4th August, realising my mistake I called BA's customer service team within a few hours of missing the flight, but I was informed that nothing could be done to change the booking to the following day as the flight had already departed. I took the loss on the chin, it was my stupid mistake and accepted that I had lost the money for that leg of the booking, by this point I was on my way to Heathrow airport in a taxi with no access to any documentation.


I asked for advice on rebooking the flight and I was informed that it would make no difference whether I rebooked online or via the booking centre, so I visited the BA helpdesk at Heathrow airport. I explained the situation again and spoke the represntative about only needing the outward flight because I still had a return flight booked. (I eventually booked the flight online however as advised by the Heathrow desk because he told me it would be cheaper). At no point during either conversation was I informed that my return flight would be cancelled due to the no show, so we arrived at Victoria Falls airport on 17th August and were turned away being told that we had been informed of the cancellation, which we had not.


We are not frequent flyers and I was not familiar with this clause, I was not given any kind of opportunity to save the return flight despite them knowing my intention to rebook the outward flight the following day. I would have paid any charge incurred or additional fees that may have been involved to rebook the outbound flight and re-secure the inbound flight if that was necessary, or even included a return flight when I rebooked our outward flight.



I certainly would never have arrived at the airport with my entire family including two under 5 year olds and my 65 year old mother to board the return flight and be turned away, they had resold our tickets as well because the flight was full, so we could not have even paid again to board the flight at this point. This resulted in 24 hours at the airport and additional costs of $900 for a new flight and £500 to rebook our connecting flight with the other airline, not to mentions the loss of earning from the delay and the loss of the £2000 original ticket cost as well.


I really do feel that our treatment in this case has been very unfair, they would not have lost anything by allowing us to keep the return flight, I had paid for all of the seats, including the outbound flight even though we didn’t make it, so they had not lost out financially, I would have also paid any additional fees incurred to the return flight if that had been necessary, but we were simply not given any advice or information.


The whole experience was extremely distressing. Even if there was no option to hold onto the booking, I could have made arrangements for an alternative flight, or made our new booking a return, if I had been informed during either conversation with BA, surely there must have been more options that tough luck, you’ve lost everything?


I appreciate that they don't want empty seats, but this is one step further, they are cashing in on peoples misfortune! The customer service team have absolutely no concern for the effect their lack of service have on any of their customers. Yes we did make a mistake, but the attitude from BA seems to be that 'it's all your own fault, so why should we help you' it's just disgraceful and I'm left feeling a bit like I've been mugged. How can they get away with this!?

I have contacted BA since our return and they will not consider any form of compensation for this and have not apologised.