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I had the unfortunate experience of turning up at Heathrow T3 for a flight to Faro on Saturday, only to be told at check in that the flight was departing T5. The change was made apparently last July, but the BA app still told me my flight was departing T3, even a few days before. The BA customer services person at check in told me they were aware of the issue with the app and were sorry. Apart from the inconvenience of transferring to T5 we have forfeited our T3 DragonPass booking for the No1 lounge. There were three of us, so £70.50 lost. (Barclaycard rate + pre booking fee). DragonPass won’t refund as there is a 72 cancellation policy. DragonPass said I should claim on my travel insurance. Not feasible given a £100 excess, and I don’t have any proof of what the app was saying. Anyone had experience of refunding a DragonPass booking within 72 hours of arrival, or any other way I can get my money back? I have complained to BA but I suspect it will be sometime before I hear back!
I can’t help with the lounge but I think this is catching a few people out – family members travelling to BDA this summer were telling me yesterday that they are flying out of one terminal according to their booking but when I did a dummy booking for the same dates it was showing something different. I think the issue might be that BA initially announced certain flights were moving terminals from the end of last month (i.e. the start of the summer schedule) but then decided to delay this until later this summer and not surprisingly their IT can’t cope with it!
There’s a LHT T3 thread on FT which keeps abreast of which routes depart from which terminal.
Thanks @northernlass – yes, it must be catching a few people out. Our flight had a number of empty seats which I thought surprising for an Easter Saturday. It took us 30 mins to transfer from T3 to T5 which is a lot if you’ve only allowed a 90-120 min.
They moved a bunch of flights back in December IIRC. They’re usually quite good about sending an email about it but BAs IT is less than reliable ! Glad you made it. I remember reading Lorraine Kelly made the same mistake and a random woman dropping someone off drove her to the correct terminal!
I’m keeping my eye on my Las Vegas booking as that swaps T5 to T3 in June which seems a little random
There are quite a few like this – GCM is another one which works well for us as we can use the Cathay business lounge instead of Galleries Zoo!
I have never trusted information in the BA app since it caused me a minor panic in Tenerife last year. The app unexpectedly showed my destination as LGW, and I was desperately seeking transport solutions to get back to my car in LHR whilst explaining to my wife that I had been stupid enough to book a flight to the wrong airport.
Then I arrived at the gate and saw the actual destination. The app was, of course, wrong.
There are quite a few like this – GCM is another one which works well for us as we can use the Cathay business lounge instead of Galleries Zoo!
Sadly I’m travelling with 2 non status passengers so I’ll be looking in longingly from Wetherspoons 😂
Hugely frustrating. The only thing I can suggest is take this up with BA via the webform and try to ask them to cover the expense. They are unlikely to do so (although you never know!), but if you persevere, there may be some Avios coming your way.
Thanks @george K – I’ve raised a complaint with BA so will see what happens! I’ve suggested they give me BA lounge access on my next economy booking. Minimal cost to them but would be a good outcome.
Update! BA have sent me an email today saying they will refund my third party lounge access. I’m quite impressed with the speed of resolution. Well done BA complaints team, now you just need to sort our your IT!!
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