[cedangeles]

My husband purchased Travelers Plus tickets (IAD-LHR-BCN-LHR-IAD) from British Airways and used his points to upgrade our seats to Club Class.
We made it up to Barcelona but on March 5, we were late checking in by 10 minutes for our return trip. The Iberia staff refused to check us in even though the plane hadn't left so we missed our flight from Barcelona to London, and, therefore, our connection from London to Washington, DC. At the Barcelona airport, there was no British Airways staff to help us. The Iberia staff all claimed they had no authority to help but gave us BA phone numbers in London and the US. They refused our plea to use their phone. Thank God for my husband's IPhone. BA told him that our unused tickets were considered void. We had to purchase new tickets (they charged us $5,000 for two one-way economy seats on BA instead of offering us a cheaper alternative) in order to get home. Pressed for time, we also didn’t have computer access so we couldn’t shop around for cheaper tickets. I hate to think what would have happened if my husband didn’t have the money to buy those tickets!
Once we made it home, my husband called BA to clarify their policies about missing flights and possible refunds of points, taxes, etc. He was told nothing else could be done and was advised to purchase travel insurance. I am not sure it would cover missed flights.
I am appalled at the deterioration of customer service of British Airways. Their flights are usually more expensive than the rest of the airlines. My husband has been a loyal customer for years. And yet, not an ounce of concern or desire to help was shown by any of the BA or Iberia staff.
We have been traveling for years, using different airlines. I don’t think we are the first to miss our flights due to one reason or another. Whatever reason we had, we were told, was not important – missing a flight was considered a no-show. Of course, if it had been corporate travel, it would have been a different story. In the past, airlines accommodated passengers under the same conditions, whether traveling in economy or otherwise.
Because of this experience, I will reconsider flying again with BA or Iberia in the future. I am truly disappointed in the way we have been treated. We were both unwell the day we missed our flights and the Iberia Airlines staff who were supposed to represent BA were just as indifferent. What has the airline industry come to - just a money-gouging machine?