Damaged Suitcases and Poor Customer Service - British Airways

Rating: 1/5

I had a disappointing experience with British Airways in January 2025 when my suitcases were damaged during a flight from Frankfurt to Johannesburg with a layover in Heathrow. The suitcases were crushed on both sides and received a week after our arrival.

Despite reporting the incident and providing all necessary documentation, the claims process has been slow and unresponsive. The file reference number is JNBBA10434/22FEB25/0806GMT.

Details of the issue:

- Flight: LH947/07JAN, BA903/09JAN, BA55/09JAN - Routing: MAN/FRA/LHR/JNB - Suitcase details: Purple/violet/lilac/mauve upright design, 2 years old, valued at ZAR 2000 - Damage: Crushed sides on both suitcases

Recommendation: I would not recommend British Airways to anyone due to their poor handling of damaged luggage and lack of customer service. Until they improve their baggage handling and claims process, I will not be flying with them again.

Advice to British Airways: Take responsibility for damaged luggage and improve your claims process to ensure timely and fair compensation for passengers.