British Airways

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has been resolved only partially because: I am very satisfied that my name has been changed as per my requestHowever, I need further assistance to transfer my avios points, and I still don't have a way to communicate with the businessTheir response said I should communicate with them by mail or by fax, both of which don't work for meI can't get through on their phone lines, and I haven't been given an email address that I can respond to My complaint would be resolved if somebody within the business would contact me by email in a way that I can respond directly, so that I have a contact person to communicate with in future Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedWhile I do believe that the business can take further steps to provide better customer care through their website and hotline, they have resolved the issues I requested on my own behalf, and must make their own decisions about policy and process within the businessI do appreciate their quickness in responding once the Revdex.com contacted them Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am happy with the response but I also did not receive a refund for booking code [redacted] please look into this and please look into all my and my wife's cancellations to make sure we got the proper refund.Thank you! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

The following email was sent to [redacted] on **Nov14:================================================**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received If you wish to send us a reply please use the link at the bottom of the email [redacted] Dear [redacted] ***I received a copy of your email to The Revdex.com on ** November Please accept my apologies for the time it has taken me to respond I was concerned to learn your refund requests have not been processed promptly.I have spoken with our Executive Club team and I am now able to provide the following informationBooking reference [redacted] was made, but not completed, on [redacted] October Consequently, no Avios were taken from your account.Booking reference [redacted] was made on ** August The first request for a refund was made on ** October I am disappointed to note you had to contact us again on three further occasions The automated process appears to have failed.This booking was refunded on [redacted] November, but it required manual intervention A Customer Relations case was created under reference number [redacted] The 30,Avios were added to your account on this date and show as an Ex-Gratia paymentBooking reference [redacted] was made on ** October by ** [redacted] using 15,Avios On ** October you were transferred on to booking reference [redacted] On ** October we received your request to cancel both bookings Again, the automated process failed and a manual process was instigated.I can confirm 7,Avios were refunded on ** November but the remaining 7,Avios have not yet been reimbursed The Executive Club are arranging to have this done today, but they may take up to hours to appear on your account I will ensure this is done.Please accept my apologies for the time it has taken to arrange these refunds While I can understand our automated process may have struggled with the split booking, once you raised the faults with us, we should have corrected them quickly.By way of apology, I have added 5,Avios to both your own and ** [redacted] 's Executive Club accounts Please accept them with my compliments For information about how to make the most of your Avios, please [redacted] .Thank you for raising this issue with The Revdex.com, but I am sincerely sorry you needed to do so This is not the service you would expect from us Despite this experience, I hope we can continue to welcome you on board British Airways flightsBest regards [redacted] [redacted] [redacted]

The following email was sent to [redacted] on **Apr15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received If you wish to send us a reply please use the link at the bottom of the email [redacted] Dear ** ***Thanks for contacting us I'm sorry to hear you've not received Avios or Tier points for trips you've made with [redacted] over the last two years I understand this must be disappointing, especially as your membership number has been correctly added to your booking Please accept my apologies for the delay in contacting youAfter looking into your Executive Club profile, I can see you contacted us on [redacted] April to claim missing Avios and Tier points for your trip from Portland to Las Vegas on [redacted] December Unfortunately any claim for missing Avios and Tier points needs to be made within months of your travel date, we've therefore rejected your claimI realise your membership number was correctly added to your booking and shows on your boarding card If your membership number is correctly entered into your booking, and the name matches your account, your flights are usually credited to your account after you've flown each flight I'm sorry this did not happen when you travelled As it's not guaranteed that the points will automatically be added to your account, we always recommend you keep a copy of your e-ticket itinerary and boarding passes until the flights have credited to your account.If, after you've completed your flights, you find you're missing any Avios, you can either, log in to your account on ba.com and click on ‘Claim missing Avios’ or send a copy of your e-ticket and boarding passes to your nearest Service Centre Members have six months from the date of travel to claim for any missing flights We find for the majority of Members this is enough time to claim any missing Avios or Tier Points.I'm unable to credit the missing Avios or Tier Points for your trip to Las Veags, however I'd be glad to credit any flights you may have taken within the last months Please use the blue link below to respond to my email with details of your recent flightsThanks again for taking the time to contact us I'm sorry to disappoint you on this occasion, however I hope you understand the reason behind our decision I do hope we can welcome you on board in the near futureBest regards [redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us: [redacted] OTHER CONTACT INFORMATION [redacted] [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The airline has offered to provide further assistance and I would very much like to take advantage of their kind offer Specifically, I would like the airline to monitor [redacted] award seat availability on a periodic basis for the itinerary identified and notify me when and if seat(s) become available on flights per my original inquiry That would be greatly appreciated In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am rejecting only because we may not be able to use the voucher by the USE BY DATE of March My partner still has one more surgery left to be done with her [redacted] battle I would like to request a USE BY DATE of March if that will be acceptable.I appreciate you working with us.Regards, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [I have not received the check and will close the case when I get it Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We are currently investigating this claim internally with our Refund department Once we have received a reply from them, we will respond to the complaint

The following email was sent to [redacted] on **Apr15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received If you wish to send us a reply please use the link at the bottom of the email [redacted] Dear *** ***We've recently been contacted by the Revdex.com in New York regarding the refund you've been awaiting for your booking [redacted] I'm very sorry you've waited so long to be refunded for your ticket following the cancellation of [redacted] flight [redacted] on [redacted] December I know you'll have expected a much higher standard of service from British Airways as a Bronze member of our Executive Club and I'm sorry we've let you down.When a refund is requested, following the cancellation of a flight that was operated by another airline, our Refunds team requires confirmation from them in writing After a number of requests I'm afraid we've only received the written confirmation today I've passed this straight to our Refunds team so that they can start the refund process on your ticket.Once again, I'm really sorry for the delay I absolutely recognise that your planned trip to [redacted] didn't go as you'd expected but I genuinely hope we can welcome you on board again in the future when we'll work hard to restore your faith in us Please don't hesitate to get in touch if I can help you with anything elseBest regards [redacted] British Airways Customer RelationsYour case reference is: [redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:> [redacted] OTHER CONTACT INFORMATION [redacted] If you have a general query about British Airways or your journey with us, you can ask your question online:http://www.ba.com/yourquestions [redacted] LEGAL INFORMATION [redacted] This email was sent to you by British Airways Plc - [redacted] ***, [redacted] (To find out more, click here www.ba.com/aboutba)This email is intended solely for the addressee(s) and the information it contains is confidential If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful

The following email was sent to [redacted] **Nov14:================================================**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received If you wish to send us a reply please use the link at the bottom of the email [redacted] Dear [redacted] Thanks for taking the time to read this email We've been contacted by the Revdex.com about some problems you've experienced when travelling with us recently I'm sorry your initial flight to [redacted] was delayed so heavily on [redacted] June I realise how much of an inconvenience this must have been for you, what with missing your prearranged house viewing appointments and missing out on your hosting event I understand things were made far worse when you were unable to board your return flight on [redacted] August I apologise for the delay in replying.I know it's vital for both our customers and our business that we operate our services as scheduled We recognise our customers, particularly our business travellers, rely on us to do this Regrettably there are times when we have no choice but to delay a flight As you're aware, the delay of your flight was caused by a technical fault with the aircraft I'd like to assure you the safety of our customers, crew and aircraft is our primary concernIn your email you've advised as well as not attending your scheduled viewings, you've also incurred costs by not being able to attending a prearranged event I'm sorry that our previous response hasn't addressed this and that you're unhappy we haven't offered any compensation Unfortunately, we aren't liable for the costs you've incurred by missing your event and as so we'd advise you to contact your travel insurance provider to gain any reimbursement.However, saying that, I've assessed your claim for compensation in line with EC Regulation 261/ I'm pleased to say, you're entitled to compensation for the delay of your flight [redacted] dated [redacted] June The distance of your disrupted flight, as calculated in accordance with EU legislation, was over 3500km Based on this, you are entitled to €in compensation.As there is one passenger included in your claim, the total compensation due is €600.00, which equates to $ The fastest and most secure way to settle your claim is by bank transfer I'll be happy to arrange this for you Please provide the following information:Bank name Branch name Routing number (digits - please provide the paper and electronic sort code) Account number (1-digits)You can email your information to us by using the blue link below, or send a fax to [redacted] *** You're welcome to send more than one document if you're concerned about providing all your information at once Please remember to include your Customer Relations reference number if you decide to send your bank details by fax.On your return it must have been extremely frustrating to be told you couldn’t travel on your flight to [redacted] as planned I understand why you're annoyed, especially as you'd arrived at the airport and were checked in on time.Because our customers expect their flights to leave on time at Terminal [redacted] we made cheand security as smooth as possible to help make sure this happensWe have to be very strict about timing and anything that might delay us We did trials which showed us that to ensure customers have enough time to get to the gate, they have to be through security minutes before departure, at the latest.We’ve put a boarding card scanner just after security to tell customers if they haven’t enough time We’ve called this ‘Ready to Fly’ That way they avoid the rush to the gate on the off chance and instead they can make their way to the customer service desk to be re-booked Staff at the departure gate will also be alerted that you haven’t made it This means they can get your bags back to you without delaying the flight It seems very strict I know, but this process improves our punctuality significantly and we must do it if we’re to give all our customers the reliable timetable they expect That’s not to say I don’t understand how difficult it was for you, I do and I'm sorry.We do display this information on ba.com, on the Checking in section of our travel information pages You can view this information by clicking on the blue link directly belowhttp://www.britishairways.com/en-gb/information/checking-in?source=MNVINF3c...⇄ also display the time you have to clear security on your boarding pass I'm so sorry you weren't aware of this before arriving at the airport.I realise it's disappointing when this happens, particularly as you then have to pay in order to rebook your ticket I understand why you're asking us to reimburse the $281.00, but I'm sorry this isn't going to be possible, as the correct processes have been followed.Thanks again for contacting us and giving me the chance to help I really am sorry for the disappointment caused on this occasion and I hope this won't deter you from travelling with us again If there is anything else I can do to help you, please don't hesitate to ask.Best regards [redacted] British Airways Customer RelationsYour case reference is: [redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us: [redacted] OTHER CONTACT INFORMATION [redacted] If you have a general query about British Airways or your journey with us, you can ask your question online:http://www.ba.com/yourquestions [redacted] LEGAL INFORMATION [redacted] This email was sent to you by British Airways Plc - [redacted] ***, [redacted] (To find out more, click here www.ba.com/aboutba)This email is intended solely for the addressee(s) and the information it contains is confidential If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This has nothing to do with baggage you sent me a baggage link, it is for seats I paid for travel on Oct *** See attached receipt for the $for the seats I paid for on card ending [redacted] ? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The following email was sent to [redacted] **Nov14:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the email**... Dear [redacted] We've received a complaint from the RevDex.com relating to your experience at Linate Airport on ** September 2014. I'm sorry to see both you and your daughter were unable to take your flights as planned on both the ** and ** September. I realise how stressful this must have been for you both, particularly as you found the staff at Linate airport to be aggressive towards you. I apologise for the delay in replying.I understand from previous information your daughter was due to travel from Linate on ** September. However, you were caught in traffic on your way to the airport and realised she wouldn't make her flight. I can see you tried to call us but were held in a queue, so took the decision to not go to the airport and sort the matter out the following day when you went back for your flight.The following day I can only imagine how surprised you must have been when it was advised your daughter was unable to fly because all of her flights had been cancelled. Unfortunately, because she hasn't boarded her original flight and because we received no prior contact to advise of this, her flights have been cancelled because of the missed flight.Unfortunately, when this happens a new flight must be booked before travel can commence. I'm sorry you had problems booking the new flight because your credit card was being declined. I can only imagine the frustration this has caused due to having to remove yourself from your planned flight to remain with your daughter. I'm pleased you were able to rectify the problem by speaking to your bank and a new flight could be booked, even though this was departing from Malpensa airport.I understand why you're asking for a refund of the new flights and also half of the value of original flights, but I'm sorry this isn't going to be possible. Our staff were correct to charge you for the new flights on the day of travel because, unfortunately, you didn't arrive at the airport in time for your daughter's flight and this was cancelled as a result.Had we been contacted before [redacted] 's flight had departed we could've looked to help you by offering to change your booking for $275.00, plus any differences in fare.As the flights were non-refundable and were were used out of sequence any refund due would be as per the fare rules of the original booking. This means you may still be entitled to receive a portion of the applicable unused taxes applied to the booking. I've sent an email to our Refunds team asking them to review the original flights to see if we're able to refund anything. As soon as I've heard from them I'll let you know.I realise this won't be the answer you were hoping for but I hope you can understand our decision. You may be able to speak with your travel insurance provider to see if you have any cover for this kind of situation in your policy. They may be able to offer some further financial reimbursement to you.Throughout the above events I know you've been left very unhappy about the way the staff have handled this situation. At British Airways we expect our staff to be polite and professional at all times. This would certainly include showing empathy in such a difficult situation. Although we utilise a 3rd party at Linate airport, they're still there to represent our brand and should be showing the appropriate behaviours. However, this certainly doesn't appear to have been the case for you and I'm sorry you were spoken to in such a way.I've forwarded your feedback to our [redacted] in Linate airport and asked for this to be reviewed with their team. We'll do everything in our power to ensure that improvements are made so no one else needs to experience this level of service.Thanks again for bringing this to our attention and for giving me the chance to respond. I really am sorry for the disappointment and inconvenience caused to you both, but particularly for the worry caused to your daughter. I know you've mentioned that you'd be reluctant to travel with us again, but I hope this decision will change in time and we'll get the chance to welcome you both back on board. If there is anything else I can help you with, please don't hesitate to ask.Best regards [redacted] British Airways Customer RelationsYour case reference is [redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us: [redacted] [redacted] [redacted]

Tell us why here...Dear ** ***The Revdex.com has been in contact with us regarding your eVoucher extension. While I certainly understand your reasons for asking us to extend the eVoucher to March of 2018, I am afraid this is not possibleI am sorry.As mentioned in my previous email the eVoucher can be used to make a booking for a family member or friend. Provided it is redeemed by the expiration date - travel can commence months later. I hope that this will not come as too much of a disappointment. Thank you again for contacting us and giving me the opportunity to respond. Yours Sincerely*** ***British Airways Customer RelationsYour case reference is:***

The following email was sent to *** on **Nov14:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the
email** Dear ** ***We've been contacted by the Revdex.com about the amount of ticket refund issued from the following bookings ***, *** and***. I'm sorry for the delay in replying.I can understand why you've been left disappointed the refund received is around $3,less than what you paid for the bookings, using your credit card.I've looked into this in detail and confirm we've issued the correct refund and I'll explain why. You purchased your bookings to fly from the USA and as so the booking was made in USD. However, you've using a credit card charging in AED. Therefore your credit card company have used a specific exchange rate at the time of the transaction to change the funds from AED to USD and vice versa.So we charged you $66,across the three bookings and your credit card company has charged you 252,AED. This breaks down per booking as:*** - $3,USD - 11,AED*** - $12,USD - 47,AED*** - $51,USD - 193,AEDWhen the refund has been processed, we've issued full refunds from the bookings, as they were cancelled within the hour cooling off period. I confirm the following refunds were issued:*** - $3,USD *** - $12,USD *** - $51,USDAs you can see we wouldn't be able to refund anything else from your booking because the exact amounts paid to us were refunded to you. The problem here lies in the exchange rates used by your credit card company. They've used two different exchange rates across the transactions. As you're out of pocket I'd advise you to speak with your credit card company to see if anything can be done.Thanks again for bringing this to our attention and giving me the chance to look into this. I'm sorry for any confusion caused by the refund amounts but again confirm we have nothing further to refund to you. I hope at sometime in the near future we'll get the chance to welcome you all on board. If I can help you with anything else, please don't hesitate to ask.Best regards*** ***British Airways Customer RelationsYour case reference is:***Please use the following link to send us a reply and quote your case reference *** in any correspondence with us:>***OTHER CONTACT INFORMATION***If you have a general query about British Airways or your journey with us, you can ask your question online:http://www.ba.com/yourquestions***LEGAL INFORMATION***This email was sent to you by British Airways Plc - *** *** ***, *** *** *** *** ***. (To find out more, click here www.ba.com/aboutba)This email is intended solely for the addressee(s) and the information it contains is confidential. If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I will wait for British Airways investigation and a resolution in order to close this case
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Thanks for the reply I can accept the resolution WHEN I have received the refund of cash and of Avios points, which I have been awaiting for days.Thanks,** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Again, my complaint is for reimbursement of additional expenses: $7,due to additional ticket purchase when British Airways canceled my flights providing no other options to exit the country when they did make arrangements for other travelers AND a $refund for the change in ticket cost for the August *** flight that was cancelled.British Airways has not met their responsibility for either point of Remedy as stated in their own policies: Point 1- refund (which would include change in flight costs) and reimbursement of additional expenses.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***