Flying with British Airways

I flew to London's Heathrow Airport, together with 12 other British Council Chevening scholars, via Hong Kong on Sept. 16, 2002, with British Airways 026.

I had to fly with Cathay Pacific to Hong Kong and we were told that, as students, we were allowed to carry up to 35 kilograms. But at Cengkareng Airport, Cathay insisted that BA did not inform it of this weight allowance, and many of us had to unpack our suitcases.

Due to technical problems before we took off in Hong Kong, all the passengers had to remain seated on board the plane for three hours without any explanation about what was happening, and also without any refreshments or entertainment. Only after two hours did they serve soft drinks and snacks, which was already too late for some of us who had digestion problems.

As a result, our arrival was delayed for three hours. Due to the large number of international students arriving at Heathrow on Sept. 17, we were stranded at the immigration and health control for more than five hours before we could collect our luggage. When I finally found the conveyor belt, my big suitcase with all my clothes, books and other necessary items was missing.

I reported the matter to the customer service counter in Heathrow and was given a form to fill out, and they promised to deliver my luggage to my school within 24 hours.

But what upset me was the fact that British Airways did not try to keep me informed about the status of my luggage. I had to spend much money just trying to get information about my lost luggage, on top of the time and money I was spending starting a new life as a student in a new country.

I called BA Indonesia and Cathay Pacific Indonesia as well, but none of them showed any sign of concern and my luggage was nowhere to be found. The luggage did not turn up until 10 days later. I called BA again, and they asked me to submit a claim form and promised to get back to me in four or six weeks time. Shame on you BA!

FARAH SOFA

Norwich, UK