When Sari Sumaryono, a British Airways passenger, embarked on a journey from the Cayman Islands to Jakarta, Indonesia with her nine-month-old son, she never imagined the ordeal that awaited her. The 40-hour trip involved stops in London and Hong Kong, and cost over $5,000 for two premium seats. However, things took a turn for the worse when upon arrival at the airport, Sumaryono discovered there was no record of her son’s reservation, leading to a two-hour delay. Despite the premium seats, the journey was marred by several issues that made it a nightmarish experience for the finance worker.
During the first 12-hour leg to London, flight attendants reportedly ignored Sumaryono’s call light multiple times, leaving her struggling to care for her son without assistance. Even when she complained, the crew’s response was dismissive and unhelpful. As if that wasn’t enough, Sumaryono’s monitor fell on her ankle twice, causing bruises and pain. The second leg of the journey from London to Hong Kong was also fraught with discomfort, as Sumaryono couldn’t recline her seat, resulting in excruciating back pain and bruises on her arm. Furthermore, her monitor and USB charging port were not working, and she had to sit upright for the entire 13-hour flight, with her son in tow.
In addition to the physical discomfort, the journey was emotionally taxing for Sumaryono, as it was her first trip home after her father’s passing earlier that year. The trip was supposed to be an opportunity for her son to meet his grandfather for the first time, but instead, they had to visit his final resting place. The traumatic experience was made worse by the poor treatment from British Airways, leaving Sumaryono feeling devastated and disillusioned. Despite being a seasoned traveler, she declared that the trip with British Airways was the worst experience she had ever encountered.
Sumaryono has since warned others against flying with British Airways, sharing her harrowing experience and advising fellow travelers to avoid the airline if possible. She emphasized the lack of empathy and assistance from the flight crew, as well as the discomfort and pain she endured throughout the journey. British Airways has responded to the incident, offering an apology and stating that they are in contact with Sumaryono to address the issues and make amends. The airline has acknowledged the customer’s experience and expressed their commitment to ensuring that such incidents are not repeated.
Overall, Sumaryono’s journey with British Airways was a test of endurance and resilience, as she navigated through physical and emotional challenges during the long-haul flights. The traumatic experience has left a lasting impact on her, and she hopes that by sharing her story, others will be spared from similar ordeals. Despite the unfortunate circumstances, Sumaryono’s determination to speak out against the mistreatment she faced reflects her strength and resilience in the face of adversity. Through her advocacy, she aims to hold airlines accountable for their treatment of passengers and advocate for better standards of customer care in the travel industry.
