"BA-AA Liaison and online check in"

A review of British Airways by FF 10407378 written on Wednesday 5th of January 2011

Whereas it is great to see the combined operation of BA and AA over the Atlantic I must identify a flaw that I encountered in the recent weeks regarding the application of the booking record locator. This refers to a booking Washington DC to London Heathrow December 22,2010.

Initially I attempted to book this flight IAD -LHR but was unsuccesful. I then tried the AA site and obtained a confirmed booking on BA 228 from Baltimore December 22, 2010 with an AA locator number. The AA site advised that this number would automatically be recognised on the BA system when checking in on line. This did not occur and despite several attempts I was unable to check in, select a seat, advise re number of bags to be checked in. Eventually I called BA and obtained the BA locator number for my reservation, but still could not carry out the desired requests. On further conversation with BA, the local staff resolved the problem.

In a difficult week with cancellations and plane delays, in my case the BA staff in Baltimore and IAD worked wonderfully to try to resolve some almost impossible situations. However, I do believe that a review of the on line booking procedures involving AA and BA is called for, and a clear understanding provided on the web sites of both airlines as to what and when requests can be made, to avoid future disgruntled passengers.

Thank you

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