Private Tour, The British Museum, popular with Families & Small Groups

Initially there was a problem meeting up. However Lucy was so knowledgeable and professional that she resurrected the day.

My husband tried to checkin to a BA flight to start his journey to Malindi in Kenya to attend his Fathers funeral. He was refused to check in as the lady said she could not see his name. She told him to call the company who had booked my flight, when he asked if she could check the name again , she told him to stand to move away from the queue and call the people he had booked his flight with. He did and they told him there was no problem. By the time he had queued up again check in was closed. He asked to speak to a Supervisor, he was told no one was available. He asked what to do she told be to buy a new flight to Kenya. He was in such a state of grief, he did what she told me at a cost of £1880. (my work meant I was uncontactable until 3.30pm) He waited for this new flight again. Only to be refused again by BA and missed this flight to be told he was not in the right place even though it said BA on his ticket. English is not first language but he was not helped to show him by anyone from BA to tell him where he should be. He was at a loss. He called me at 3.30 and I went back to the airport, to try and assist him. He was in tears of frustration , anger and grief. I asked to speak to a supervisor who came immediately, she logged into the flight of the morning and found him immediately. she said she didn't see what the problem was. She escalated the problem and booked my husband onto a flight that night to London and a flight the following morning to Nairobi. But BA did not offer Hotel accommodation for the night in London, Taxis to and from the hotel, the flight from Nairobi to Malindi or Mombasa or a return journey home. Whilst my husband was in Kenya I tried to speak to BA to sort out my husbands return flight but they refused to speak to me as I was not the passenger! This was after a 35 minute wait to get through to them on the phone. We then had to purchase a return flight home with Kenya Airways at £976 as my husband had not used the outbound of the £1880 flight, this flight was nul and void. WE logged refund query with BA back in March... no response from them at all. We have chased and all we get to told is to wait as they have lots queries, we are are in a queue.. How long do we have to wait??? How bad is this? Do they have so many complaints they cannot get to our? The service we have received has been appalling. MY husband was distressed and asked to speak to a supervisor on the day but no one came. but when I arrived I got to speak to a supervisor and received help immediately.??? When we have added this up, this trip for a funeral cost in the region of £3800 We wish someone would help.

Marina is very knowledgeable and kept our group engaged! Great options for the whole family. A must do.