I am extremely disappointed with the service I received from British Airways Cargo at the Manchester Airport.
On 28th of October 2009, I phoned British Airways Cargo at the Manchester Airport in order to seek information and costs for shipping a bag from Amman, Jordan to Manchester, UK. A woman answered the phone and replied that she could not give any information or costs and that I should contact BACargo in Jordan. She told me that only they would be able to answer my request. Therefore, I gently expressed my gratitude to her and immediately contacted British Airways Cargo in Jordan.
They were really helpful and provided me the information and costs for shipping my bag.
After consulting few other air companies I found British Airways had the better price and on the next day, 29th of October 2009, I shipped my bag through British Airways Cargo in Jordan. I paid the full price they asked from me and I asked if that was all. The answer I got was that I did not have to pay anything else. I have the invoice I received from British Airways Cargo in Jordan and I it does not mention any other fees our services I should pay later. Trusting everything was clear I waited for my bag to come.
After few days, I received a call from Mr. Dean S Wootton from British Airways Cargo in Manchester saying that my bag had arrived and that I could collect it after paying him £70. That was an awful surprise. I argued that I had already paid to British Airways Cargo in Jordan. However, he told me that now I had more fees to pay to British Airways Cargo in Manchester. With no regards to my reasons, he only told me that I should pay if I wanted to see my bag again. The only option he gave me was that I could get £30 reduction if I cleared my bag from Customs myself. With great difficult, I was able to clear the bag myself. Nevertheless, I was still charged £40 to get my bag from British Airways Cargo Manchester. The invoice I was given by British Airways Cargo in Manchester states that they charged me a handling fee of £30 and a Clearance fee of £10. Why a clearance fee if I did all the work myself?
I would have paid all those fees with no regret if I were informed about them before. I feel British Airways Cargo, both in Jordan and Manchester, deceived me. They should have informed me for all the charges for sending the bag when I first requested it. I think British Airways Cargo in Manchester should not have answered me that only British Airways Cargo in Jordan would be able to give all the charges I had to pay if they knew I would have to pay fees for them also.
Sometimes, it seems, as it was two different companies with no communication between them. Which I believe it is not the case. British Airways Cargo is a great company and I believe has a good internal communication and a uniform system, or not?
Therefore, I am seeking for a compensation for these extra fees that was not informed and charged in a wile way. I feel British Airways has not acted with clarity. I would have used another company if all the charges were showed to me before I shipped my bag.
I also would like to see British Airways Cargo in Manchester working properly. Answering its customers with clear and exact answers. Not only seeking profit but also concerned with the whole Company image.
Here is all the information you may need:
Air Waybill – 125- 40370805
Sender`s name: Washington Guimaraes
Consignee`s name: Sandro Luiz Gomes de Oliveira
Dispached on the 29 of October 2009.
Freighet Prepaid – total: £130, 00

I trust I will find fairness and honesty from your hand.

Yours truly,

Sandro Luiz Gomes de Oliveira
Email: [email protected]
Phone : 0161 2862240
Mobile : 07783709101
Manchester, UK