An outraged first-class passenger has shared footage of his ‘unacceptable’ British Airways flight from Mexico to London that was not the luxury experience he had signed up for.
Jarvis Marcos, 37, who runs a luxury travel review website and travel agency, was hoping for fine dining, champagne and to lie back and relax on his long-haul flight, but he’s vowed to boycott BA after claiming the cabin was ‘falling to pieces’ and had water dripping from the roof.
Jarvis was travelling with his girlfriend Kamara Harding, 33, and was shocked to see ‘dirty, scuffed seats’, ‘oily, overcooked food’ and ‘sticky liquid’ all over the tray tables, the Mirror reports.
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The luxury travel reviewer has slammed British Airways for the ‘shockingly bad’ experience
(Image: Andrew Matthews/PA Wire)
Jarvis claims that the flight would have cost £4,000 without his air miles, and was stunned when British Airways offered him just £150 per person in compensation in the form of a voucher.
He even cheekily juxtaposed his BA video with footage of his first class flights on Emirates to show off what service he enjoyed – including bottles of Dom Perignon champagne and ‘mounds of caviar’.
The airline offered £150 per person e-vouchers to the pair, stating they’d dealt with the case ‘fairly and appropriately’ and wouldn’t be offering further compensation.
He has warned travellers to do their research before spending their money on a ‘shockingly bad’ experience, and said that “the thought of somebody saving up all of their money and spending it on BA is horrifying.”
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Jarvis, from west London, said: “There were large gouges missing out of the seat itself and the surrounding of the seat.
“Chunks of leather had been gouged out to the point where you could see the metal skeleton of the seat underneath.
“The seat also didn’t fully recline into a bed despite that being something they advertise as part of the service, because the mechanics of the seat were broken.
“The seats also clearly hadn’t been cleaned, which especially during Covid is just not acceptable.
“There were crumbs in the storage cubby holes and streaks of a sticky liquid on the tray tables which had dried on and not been cleaned.
“The air conditioning above my girlfriend’s seat was leaking and dripping water onto her which is also particularly unacceptable during Covid, as that’s what filters the air.”
Jarvis claimed the air conditioning was ‘dripping water’ and there was ‘sticky liquid’ on the tray tables
(Image: Steve Parsons/PA Wire)
He claimed the ‘broken-down’ plane is nothing like the luxury advertised by the flight giant and is urging travellers to fly with other airlines.
Jarvis also claimed the food wasn’t up to scratch, being ‘stale, swimming in oil and thoroughly overcooked’ despite the hefty price tag.
The airline offered £150 per person e-vouchers to the pair, stating they’d dealt with the case ‘fairly and appropriately’ and wouldn’t be offering further compensation.
British Airways apologised and said their aircraft go for maintenance on a regular basis and they are investigating why Jarvis’ experience “clearly didn’t meet their usual high standards on this occasion”.
Jarvis added: “BA always seems one of the worst airlines when it comes to first and business class – the bottom of the barrel.
“It’s just the Dreamliners that have this problem and BA said they are aware of an issue with the seats.
“The problem is that they tend to do the longer routes because that’s what they’re designed for so you tend to do the longest flights on the most broken down planes.
“They offered me £150 per person as compensation for all of the issues we had which implies that that experience was only £150 away from the ideal experience that BA would hope you would have.
“It’s unacceptable. There’s no reason why a paying customer in any cabin should expect a seat that isn’t clean or has air conditioning dripping on them.
“What makes it particularly bad is that first class is advertised as being this supremely luxurious experience but that’s not true.”
He said that he would “strongly recommend against” choosing BA for a once-in-a-lifetime experience flight, unless you want it to be “the worst experience you’ve ever had on a plane.”
British Airways said the health and safety of their customers was their top priority and that their aircraft go for maintenance on a regular basis, while they have invested £6.5 billion in their fleet, inflight cabin product and catering.
A spokesperson for British Airways said: “We’ve apologised to Mr Marcos and are investigating what went wrong, as his experience clearly didn’t meet our usual high standards on this occasion.”
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https://www.mylondon.news/lifestyle/travel/heathrow-gatwick-first-class-british-21811566
