Horrible Customer Serice

<p>I’m writing you today about 2 problems. First, yesterday I had several items ****** from my bags on flight BA6312 from DUR to CPT. I have already begun the claims procedure and my reference is DPRCAPBA12956. I was instructed to 2 two things after I notified BA, first I am supposed to file a police report and I plan to do so later today, and second I was told to call BA in Durban and ask if the item ended up in Lost and Found.</p> <p>I am writing you now because of what transpired when I called BA in Durban and spoke to Nokuthula Mbhele. She was the single rudest individual I have ever spoken to and I hope that she is not representative of BA's customer service. She repeatedly spoke over me, interrupted me, and went so far as to insult me and call me a ******. I am married to a Zulu woman, and I have 30 African foster children under me, as I am the Directer of an Orphanage in Khayelitsha outside of Cape Town. Clearly she is the ****** and was giving me attitude because she assumed I was white. Nokuthula was wildly inappropriate on the phone, and she enraged me to the point where I had to take a very harsh tone with her and use very strong language to get her to even listen to me. She is a terrible employee and I left the phone call absolutely flabbergasted that you would employee such a horrible human being. She needs to be punished and I would go so far as to insist that she be terminated.</p> <p>I absolutely insist that someone hold Nokuthula Mbhele responsible for her behavior. When BA is responsible for a passenger’s luggage being rifled through and items ******, the attitude of customer service should be apologetic, not openly insulting. To accuse me of ****** is wildly inappropriate and did not even make sense in context. She clearly was looking for any excuse to get me off the phone.</p> <p>Please advise how you will be handling Ms Mbhele, and I would very much appreciate if someone from your side could contact Lost and Found in Durban on my behalf (to save me from another emotionally traumatic experience). The most important missing item is a shweshwe patterned head scarf that was custom made by a designer. It is navy/indigo with a repeated circular pattern.</p>