[charlie83]

My partner and I flew in January, MCR- LHR-JHB to visit family. Not cheap, but who is these days. We have flown Virgin previously, but due to relocating 'up north' we though we'd give BA from Manchester a go.
CUSTOMER SERVICE-terrible. Shocking, in fact. Nonchalant ground staff who really made us feel like we were a hindrance on their day, barely even rising their heads to acknowledge us. On the return journey, after missing 1 connecting flight and narrowly catching a 2nd, their staff had me running around T5 like a headless chicken in tears, not exactly how I'd envisaged ending my holiday.
PLANES-Disgusting. Filthy, cramped, smelly, food disgusting (barely edible), no 'extras' like you get on others - (no eye mask for a night flight?! I know I only paid economy but that economy cost me over £800....),rubbish movies. No wonder they no longer carry the flag, I'd be embarrassed too.
They lost my luggage. The tag fell off apparently. Courier returned it at 1am (after being told it would be with us by 10pm) after travelling for 36 hours. It had my malaria medication in.
Some of the staff (I could count them on one hand, mind) were great, particularly the ground staff in SA, very helpful. But then that is the African way. The rest really couldn't be bothered. My partner and I have worked in Hospitality for many years, and have never come across such terrible service, never mind the 'aftercare'-I wrote to BAA (separate complaint regarding security), Willie Walsh and Keith Williams on Jan 23rd. I finally received a response after reseeding on 1 April, saying they would be in touch. I again contacted them 2 weeks ago and I have still had no response. This actually makes me sick. I would rather pay more and get the service you receive on Virgin / Etihad / Emirates. I'm not giving in, I want an apology.