Victor E.

We booked a trip in 2018 for travel in 2019. We paid 1 year ahead to get the best price. IN 9/2018 when I called the Air Travel Dept I had to wait 30 mins minimal till I an agent answered. The wait never got shorter. In early summer 2019 when they finalized our September travel booking with British Air we discovered they spelled my wife's last name (same as mine) incorrectly. I called with the wait to let them know. They sent a revised OAT document with it spelled correctly. The did not call British Airways. I called again to tell them. Apparently by the time they did call they told me BA told them it was too late and would be changed in the weeks before the flight. I called BA and they said if OAT would call it would be changed. If an agent make your reservations the individual can't change it. Despite our multiple calls urging to have one agent for OAT work on our problem and take responsibility no one did. According to BA they never called again. It was changed late in the day of travel. Because no one from OAT looked ahead out flights in Africa still had the wrong spelling. It took 1 1/2 hours in Johannesburg airport to change to the correct spelling. Never heard from OAT again despite my email telling them to check all the subsequent flight information. BA pilots held planned work actions on the day we were to travel home. We emailed and called OAT travel while in Africa to make sure if the flight was canceled and we were switched to another airline they would select the best available seats for to 2 10 hr + flights home. OAT did nothing and acknowledge the email with a few irrelevant question and that they never followed up when we answered them. Our assigned. Seats were 2 middles in the middle last row on 747. If anyone was paying attention at OAT they would have seen BA did not cancel the flight and we could have flown on BA with better times on a half full plane. Worst of all OAT never apologized or offered compensation. We wrote the CEO Alan Lewis after we got home and he never acknowledged our letter. When things go wrong you find out the quality of person or business you are dealing with. OAT failed the test. I would never travel with them again not because the quality of trip was bad but because they were not there when we needed them and never acknowledged our displeasure.