Well Done BA

I am somewhat of an airline snob, holding top-tier status with Air New Zealand, and generally avoiding non-Star Alliance carriers. Recently we had to fly British Airways, and had a problem with damaged luggage. But to their credit, even though I have no status with them, they dealt with the situation promptly, and turned around a bad experience. Well done British Airways.

Airline Snobbery

I have been Air New Zealand Gold or Elite for the last 5 years or so. This provides certain benefits when I travel with Air New Zealand – some free upgrades, discounted upgrades, extra baggage, free seat selection, priority boarding, etc. The most important things I get are priority check-in, priority baggage, lounge access, and often fast track security and immigration.

This means I am also Star Alliance Gold, so I get some benefits when flying on any other airline in the Star Alliance group. None of the on-board benefits like upgrades, but priority check-in, security, lounge access, etc still apply.

If you only take one flight a year, none of this really matters. If you fly a lot, this makes a big difference, and you get grumpy when you can’t get it. My company policy is economy class for the ‘little people’ like me. It makes shitty US airlines just a little bit more bearable when you get a few extra benefits.

As a result, I always look for Star Alliance options when flying, and will pay a moderate premium to do so. If there’s an Air New Zealand-operated direct flight, I probably won’t even look at other options.

What if There’s No Star Alliance Option?

Star Alliance is a big network, but they don’t fly everywhere. Sometimes you don’t have a choice, and have to fly with one of the other networks. That’s what happened recently when I needed to find a flight from Edinburgh to London. The only options were British Airways, or the discount carriers like EasyJet and RyanAir.

This always makes me a bit uncomfortable. You start looking at weird routing options, to see if there’s any way around it. You dread the idea of getting stuck in monster queues at check-in or security. You wonder what the airport Wi-Fi will be like, and how much is it going to cost to get something to eat & drink when you’re stuck in the hell-hole that is the typical post-security ‘shopping and dining experience.’

Eventually you give in, accept that it’s just a short flight, and you’ll cope. So you book the flight, in this case with BA. BA has been getting some bad press recently, related to some of their cost-cutting measures. I wasn’t too worried about that: you don’t expect a full meal on a 1-hour flight.

In-Flight Experience: No Problems

Check-in was straightforward, with no delays. Security was fine, it was slow for everyone going through Edinburgh. I was a little bit lost when I got through security. Normally I head to the lounge, for some peace and quiet, but instead I had to hang around the gate. But it wasn’t too bad, and we got on the plane.

Flight was fine, no problems. Only annoyance was at Gatwick end where we had to take a bus from the plane to the terminal. This always adds annoying delays, but it’s not BA’s fault: It’s Gatwick’s design.

Luggage Damage

The problems occurred when we picked up our luggage. Anna couldn’t extend the handle on her suitcase. Makes it a bit difficult to wheel it along, and we had a fair bit of walking and changing modes of transport to get to our destination.

There were some marks on the outside of the bag, but it wasn’t until we unpacked it we saw what had happened:

The bag had taken a heavy blow, bending the handle and the tubes it slides in. Not the sort of thing that you could easily repair either. The tubing was crushed, making the bag a write-off.

You Won’t Believe What Happened Next

I was wondering what we should do about it. Make a claim on travel insurance? Complain to BA, and get sympathy but not much else? Or just write it off: It wasn’t a super-expensive suitcase.

On a whim, I thought I’d check out BA’s policies. Turns out they have an online form for making a claim about problems with a flight, including damaged luggage. We filled it in, not expecting much.

Surprise! They got back to us very promptly, and said “That sucks. How about we send you this Samsonite bag as a replacement?”

It’s not the top of the line bag, but it’s a more than reasonable replacement for our damaged bag. It was sent to us in San Francisco quickly, and is now in the closet, ready for our next trip.


I’m very pleased with this quick turnaround. It took something that could have been a bad experience, and turned it into a positive one. That’s a text-book example of how to treat your customers well.

In the short-term, I will probably still continue to fly Star Alliance flights, because United is my company’s ‘preferred’ airline, and Air New Zealand is my best option for flights back to New Zealand. But it’s good to see that you don’t have to be flying business, or hold top-tier status in order to get good treatment. I will be happy to fly them again in future for intra-Europe flights. Sadly US domestic options will continue to be mostly rubbish.

Four Cities and a Wedding.

I have been wanting to get back to the U.K for 15 yrs, so one year ago, before we left New Zealand, Lindsay told me about an invite he had received from a friend/colleague to his wedding! I was overjoyed.

As it turns out, between us we have numerous friends and some family that we both really wanted to catch up with. So this holiday became the adventure of the year as we worked our way to and from different groups in Sweden and throughout the U.K.


Our first visit was to Stockholm to visit my brother Grant and his family. This includes my two fabulous nieces Bianca and Olivia, and Grants partner Kristina along with her two son’s Alexander and Carl whom Grant has become a kind of foster father to. My brother and family extended their hospitality to ensure Lindsay and I were very comfortably looked after and fed, and we totally enjoyed our stay.

However, it turns out the proof of Aunty and Uncle love, requested by all our nieces and nephews throughout the world, is the love that only lolly/candy/sweeties can show! And what is the most requested! Jolly Ranchers – requested from NZ to Sweden; they all want the old fashioned hard candy…YEK!

Carl, Bianca, Olivia and Alexander divvying up the kilo’s of American candy and New Zealand lollies that we were directed to deliver! You think they would look happier, but this is serious business…to make sure that no one gets any more or less than the next person!

Exploring the streets of Stockholm.

Exploring the streets of Stockholm.

Out in the centre of Stockholm for a restaurant meal. Getting a little after dinner exercise  From left is Olivia, Grant, Me, Lindsay and Bianca.

The outpouring of grief following the 7 April 2017 attack in central Stockholm when a hijacked truck was deliberately driven into crowds along Drottninggatan (Queen Street) before being crashed through a corner of an Åhléns department store. Five people & one dog were killed, and around 15 others were injured.

Kristina’s stunning home steeped in history.

Easter dinner at Kristina’s with all the family. Prepared from start to finish by the fabulous Carl who at 14yrs is a superb Spaghetti Bolognese chef! Best I’ve had.

The Wedding in Derby, England

After three nights in Stockholm we flew to Manchester where we hired a car and drove to Derby for a three night stay. We had a fabulous time at David & Natalie’s wedding, everything from the venue to the catering, and music was great. As was the company.

Just your average view of a castle on a hill as one drives through England.

Lindsay and I all cleaned up for the wedding.

Throwing confetti to celebrate the Newlyweds David and Natalie Gee.

David and Natalie dancing (kind of) along with other wedding gifts to a song from their youth. We couldn’t join in – didn’t know the moves!

Action Shot of Lindsay crashing into me with his dodgem on an evening out with the newlyweds and new friends.


After Derby, Lindsay and I enjoyed a day worth of driving through the English countryside as we headed towards Edinburgh in Scotland where we were to spend 4 nights. Lindsay and I are both fans of getting of the main road and exploring the back roads, villages and out of the way sights.

Lindsay feeling the chill at Hadrian’s Wall close to the border of Scotland, in England.

Hadrian’s Wall close to the border of Scotland, in England.

We stayed with Scott (whose business also happens to host this website/blog). Scott’s an old kiwi friend of Lindsays whom he met watching an All Blacks game in a Scottish pub, back when Lindsay lived in Scotland. Scott’s generosity was incredible; he shared his home making his room available to us whilst he slept in the single bedroom. He fed us fabulous home made food, and gave us the grand tour of Edinburgh.  Although we had lived in Scotland before, we’d never really seen Edinburgh the way he showed us. Thank you Scott, it was awesome.

Lindsay, Scott and Myself exploring Old Edinburgh.

Lindsay and I both love Scotland. I suspect it’s because we both enjoyed great experiences with friend whilst we lived here; that and the Scots aren’t to different in humour and lifestyle to Kiwis.  We spent a bit of time driving around visiting friends in Kilmarnock, Glasgow, Tillicoultry, Dundee and Edinburgh. We both really enjoyed catching up on the changes in our lives and rekindling old friendships.  We’re both pretty keen to get back soon.

The old stone farm house I had the pleasure to live in 15yrs ago, in Tillicoultry, Scotland. The oldest parts of the house date back about 400yrs.

This fabulous school! found in Edinburgh. I suspect there would be some awesome haunting stories to be told.

Greyfriars Kirkyard. A very old and interesting graveyard in the centre of Edinburgh.

Century old homes reflecting on the night waters in Leith, Edinburgh.

The Fabulous Edinburgh Castle.


From Scotland we flew down to London for a final three nights where my fabulous little brother Sam and his lovely girlfriend Elle shared their awesome flat with us.  The day after we arrived Sam took the day off and together we explored central London upon my request, visiting Hyde Park first before heading up to Oxford St and then down to Soho. London was nothing like I remember.  Im pretty keen to head back however and do some more exploring at some stage. I still love it, though I don’t think I could live in London. In all honesty I think Im just over living in cities.

Myself, Sam and Lindsay in Hyde Park. Just before we heard the Canon Salute to mark Queen Elizabeth’s actual 91st birthday.

Lindsay favourite map shop in Central London.

Lindsay perusing the same map he purchased for his cycle tour. This one I think a map to guide him over the countries of the Silk Road.

The last of my friends still living in London, now with their own families. From left Bianca, Paula, Victoria, Lindsay, Anna and Anna(me).

Gypsy’s Clydesdale Horses grazing on the local green…much to the delight of the surrounding residents!

The Jetsetters

Turns out I’m not good at this jet setting business. As I don’t sleep well on planes, Lindsay paid to upgrade to Premium Economy (not too expensive as he’s a frequent flier and gets special pricing). Unfortunately we have discovered the only place I ever manage to sleep is in economy (usually from sheer exhaustion)!