British Airways 4+

I usually like British Air (actually love it) but not this trip. I could have chosen my seat before 24hrs before flight if I wanted to pay for it ( didn’t tell me how much).I chose to wait but even though I had done VeriFLy, had a “Pass” on the BA site and ticked all the boxes I could not confirm my flight. This was with multiple attempts throughout the 24 hrs before. So no seat assignment/choice and continuing message that they were sorry and maybe it was due to inability to confirm my health status. However they already had everything since the had everything according to the site Pass. Tried chat mode and it was useless and kept ending while I waited to speak to a representative. Tried the Ai but no help. Tried Twitter with no response. As I approached the airport (LHR) I was magically allowed to check in and wonder if wonders was assigned a middle seat. Back of the plane. Not able to change seating online. Was only a few seats anyway because apparently another flight was canceled so everyone filled this flight! So now here I am at the gate at 10:06 for a plane that was supposed to board at 9:25am. Nothing happening and no announcement. The only, thus far, shining moment was tagging my bag (Please ask for assistance kiosk) where the assistant asked if I really wanted the middle seat and was able to get me an aisle seat. Of course, not on the plane yet but I am at the gate!

When managing a booking on the app, every page has a banner on top “Open the app”. I’m already in the app!!!! Often at the bottom, it asks if you want to download the app. Again, I’m already in the app!!!! The information is spread out so much, users have to scroll through lots of pleasant but useless ornamentation. It would be better if they made the app more useable and practical. The display is so bloated with everything BA wants to show you along with large branding images that users have to scroll down quite a ways in order to get to different functions. Not user centered. They provide links for various offers and upgrades, but these are often not available. Huge disconnect between the app and reality. They have a feedback link, but only users can only enter a general description of the problem with no connection to specific issues, pages or links. Reflective of BAs general disinterest in user feedback, lamentable as this could be used for improvement.