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A flight between Orlando and London normally takes about eight hours. For more than 200 British Airways passengers, however, it turned into a three-day event.
BA 2036 was scheduled to take off from Orlando International Airport at 19:25. ET on Thursday, November 1st and arrive in London at 8:25 am local time on Friday (3:25 ET). Instead, he landed at London Gatwick Airport on Sunday, Nov. 4, about 77 hours after leaving Florida.
On Thursday, passengers waited in the plane for four hours after mechanical problems prevented the aircraft from getting stuck, forcing the airline to host passengers at a hotel in Orlando for the night. .
"Imagine 200 people arriving in the early hours of the night to check in at a hotel," passenger Sarah Wilson told the BBC.
"It was a chaos and there was no BA representative in sight who took charge."
According to Wilson, the coach that brings the passengers back to the airport was then delayed twice, before leaving at 8 pm. AND. The flight took off five hours later, already nearly six hours late. After only 40 minutes of flight, the plane was diverted to New York's John Fitzgerald Kennedy Airport (JFK).
Passengers were reportedly stranded without information or access to food and drink, and should have been sleeping on JFK Terminal 7.
Images of children asleep at the airport and complaints about the lack of housing are quickly shared on social networks by angry passengers.
"BA's customer service was disgusting, absolutely obnoxious," added Wilson. "It was the trip from hell when it was supposed to be a vacation of a lifetime that we had saved for years."
"The passengers were treated inhumanly. All we wanted was food and drink, a place to sleep and be kept informed – and they failed in every respect, whatever they claim.
Passengers apparently had to wait until 6 am for BA staff to arrive at JFK airport and Mrs. Wilson told the BBC that her family had chosen to sleep in a hotel in Queens, that they had to pay for themselves.
Another passenger, Rosie Slater Watts, assured that she would never travel with BA again after her children were forced to sleep on the ground at JFK airport for about five hours.
"We were treated with contempt and as if nothing had happened," she said, citing The Guardian.
"When we took the interrupted flight, the customer service manager informed us that he was not sure that the plane had been repaired. It is out of the question that we are using BA again.
In a statement, the airline apologized for this delay and explained that she was unable to find accommodation for all passengers, the New York Marathon meaning that the hotels were even busier than D & B # 39; habit.
"We are aware that it was an exhausting and frustrating experience for our customers and we apologized for the long delay in their flight," he said.
"The guests have been re-booked as much as possible and, despite the limited number of hotel rooms available, our field teams took care of our guests in our first class lounge, providing them with bedding. , the food and drinks needed to make their stay comfortable.
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