[Llewellyn Kriel]

A flight from Port Elizabeth, South Africa, via Cape Town to London Heathrow , was transformed by BA into a wall-to-wall disaster thanks firstly to the airline's utter disdain for passengers, secondly its failure to respond adequately to cyber-queries, phone calls and face-to-face communications, and, finally to exorbitant & client-hostile baggage policy that operates on a take-it-or-lump-it arbitrary basis.

This resulted in last-minute, arbitrary baggage payments being extorted out of me which, had BA's website operated correctly to allow online checking and payment, had the correct information been provided by its call-centre operators (all woefully ill-trained & only semi-literate) and its singularly unhelpful check-in staff at Cape Town International Airport, would have been obviated. These failures were exacerbated by grotesquely uncomfortable seating designed exclusively for Olympic contortionists with marble backsides, shoddy in-cabin service and lack of in-flight entertainment (no sound & patchy, intermittent video - in line with its website)made for an ordeal that stands at the opposite end of the scale to that provided consistently by all competitors.

I was gobsmacked by the airline's all-pervading cavalier approach, its uniform failure in consistent policies and its total lack of adequate supervision. There's no doubt BA has simply grown too big to care. Passenger ref: 8TESQB & 8SR6Q7