British Airways

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]

The following email was sent to [redacted] on [redacted]:Dear [redacted] Following on from your contact with the Revdex.com we have reviewed your baggage claim.  Firstly, I want to apologise for the damage to your bag and regret this wasn't resolved while you were in Germany.  I know...

it must have been inconvenient to have to deal with this while on your trip.As a global carrier, British Airways understands there will be occasions when there are problems with baggage.  We're not experts in this area though, and we contract [redacted] to assist passengers with any claims of this nature.  They are a specialist baggage company and assist passengers in the UK and Europe.  In many cases they can replace or repair bags but they will offer compensation if this isn't possible.  I apologise that after you sent your banking details over to [redacted] in March, they did not get back to you.As [redacted] have offered £86.50, which is equivalent to $110.00, I will be requesting a bank transfer be sent to you for this amount to avoid any further delay.  Please allow three to five business days for the funds to be credited to your Citizens Bank account.  Again, we regret the inconvenience caused and hope to welcome you on board one of our flights soon.Best regards Iona H[redacted]Senior Service Recovery ExecutiveBritish AirwaysYour case reference is:[redacted]

The following email was sent to [redacted] on **Aug16:Dear [redacted]Thanks for your reply dated 15 August regarding your delayed and damaged baggage on your recent journey, from Alabama to Amman via London Heathrow.  I'm not sure if you received my previous correspondence dated 09 August.  I'm sorry to hear you remain unhappy with my response, and you feel as if we are not attempting to resolve your problem.  I understand you had to purchase some essential items during the five days your baggage was delayed.  Please could you upload any receipts you incurred while you were without your baggage, and I'll be more than happy to review these costs.  I have included the link below: [redacted]I'm afraid we're unable to offer you any compensation with regards to your delayed baggage.  However, as previously advised, I've passed your details to our specialist baggage company, Rynn's, so they can look into repairing or replacing your bag.  If they have not contacted you, please feel free to get in touch with them using the following information:1-800-355-8520 from 9:30am until 5:30pm CST, Monday to Friday. Please also quote your baggage reference number, AMMBA10311. I've passed the details of your complaint to our Customer Experience team so they're aware of what happened when you travelled.  I know they'll value your insight. If there's anything further I can assist you with in the meantime, please don't hesitate to contact me directly using the blue link below.  We look forward to hearing from you soon.      Best regardsKerrie C[redacted]Senior Service Recovery Executive[redacted]

Revdex.com:At this time, I have not been contacted by British Airways regarding complaint ID [redacted].Sincerely,
[redacted]

[redacted],  I understand you and Steve will never be friends however, your business issues are what we are talking about here.
Look, I apologize to you also, can we move on?
Thanks    Carolyn [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.
I really appreciate the effort from Revdex.com on this case and resolution time also very quick. Thanks a lot for your help.
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.
Refund has been received.
Sincerely,
[redacted]

The following email was sent to [redacted] on **Oct15: [redacted]  [redacted]  Dear [redacted]We have been contacted by the US Department of
Transportation and the Revdex.com regarding your claim with us.  I am truly sorry that you remain disappointed with our response sent to
you on ** September. As mentioned in my previous email, since we are a
British company we follow the guidance of the CAA and according to their
regulations all service and or assistance dogs need to be certified by an
organisation that is a member of Assistance Dogs International (ADI) and/or the
International Guide Dog Federation (IGDF).  For more information on this please
see their Safety Notice at the following website - [redacted],
and kindly refer to paragraphs 2.1 and 2.4.My apologies once again that
[redacted] could not travel with us in the cabin and for any inconvenience this
caused you.  We truly hope to be able to welcome you both on board one of our
flights in the near future.  Yours SincerelyAntoinette A[redacted]British Airways Customer RelationsYour case
reference is[redacted]  [redacted]
**Please do not send payment card details via
email[redacted] HOW TO CONTACT US[redacted]While we endeavour to offer you as full a service as possible, we are unable
to respond to direct replies to this email.If you have a particular query with regard to this case, please click on the
link below to submit a reply to British Airways Customer Relations:[redacted]Please quote your case reference [redacted] in any correspondence with us.However, if you have a general query about British Airways, you can ask your
question online.  Click on the link below to go to 'Your questions':[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways Plc - [redacted]  [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:

I am rejecting only because we may not be able to use the voucher by the USE BY DATE of March 2016.  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 2018 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]

Hello – The following email was sent to [redacted] on **Jul16: Dear [redacted] Thanks again for contacting the Revdex.com.  I've reviewed all of the information you've given us and I'm afraid we wouldn't be able to offer a $500.00 eVoucher each for yourself and [redacted].  The eVoucher we have offered for you is for both of you. While I know how disappointing this will be for you, I hope you'll understand we have to be consistent so we're fair to all our customers.  Unfortunately, our response won't change on this occasion.  I'm sorry. Thanks again for getting in touch with us about this.  I hope despite this, we can welcome you both on board again in the future.  Please let me know if there's anything else I can help you with. Best regards Jemma S[redacted] Senior Service Recovery Executive British Airways Customer Relations Your case reference is:[redacted]

The following email was sent to [redacted] on **Jan15:**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]Thank for taking the time to contact us via the Revdex.com on ** January.  I'm concerned to read your mobility knee scooter wasn't forwarded to American Airlines following your flight with us from Istanbul to London Heathrow on ** January.  I understand why you feel let down by our service, especially as when it was received two days later it was damaged.We aim to give an outstanding service to all our customers at every step of their journey.  We always try to ensure our customers’ bags are handled with care.  However, we let you down this time and I'm sorry.Your scooter wasn't arranged to be transferred to American Airlines directly and should've been brought to you as requested at the aircraft door.  According to the US Department of Transportation § 382.125 when mobility aids are stowed in the cargo compartment, carriers must provide for the timely return as close as possible to the door of the aircraft, so that passengers may use their own equipment to the extent possible. I'm really sorry this didn't happen and it was delayed arriving at Chicago as a result.  On this occasion we are in violation of this regulation.  I've fed this back to the senior manager of our Baggage Handling team to ensure this is reviewed and to make sure improvements are made.I realise with the scooter not arriving in Chicago you have had to alter your onward travel plans.  Usually, we wouldn't be responsible for reimbursing your taxi costs but on this occasion it's something I'll be happy to look at.  Please can you forward the receipt received upon payment and I'll look to return the money.You can upload your receipt using the following link:[redacted]Alternatively, please send the receipt to the address mentioned below and mark our Customer Relations reference number on your next correspondence:British Airways[redacted]
[redacted]
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[redacted]You can also fax the information to me on ###-###-####.  If you do send the information by fax or post, please ensure you place your customer relations reference number on the documents.I'll also need the following bank details to settle your claim: · Bank name · Branch name · Routing number (9 digits - please provide the paper and electronic sort code) · Account number (1-20 digits)If your complaint is still unresolved, you have the right to file a formal complaint with the US Department of Transportation, Aviation Consumer Protection Division.Thanks again for bringing this to our attention.  I really am sorry for the disappointment and inconvenience caused on this occasion.  I look forward to receiving your response and helping to bring this matter to a satisfactory conclusion.  If there is anything else I can help you with, please just ask.Best regards[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]
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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.

Dear [redacted] We've been contacted by the Revdex.com regarding the problems you had travelling from Porto to Vancouver at the end of March. I'm very sorry to hear you were unable to check in for your flight from Los Angeles to Vancouver.  I've checked the details in your...

booking and it states [redacted] actually cancelled this flight on ** February.  As we acted as your booking agent and American Airlines notified us of this cancellation, we should've contacted you before travel and arranged for you to be rebooked on the next available flight.  Sadly this didn't happen and I really am very sorry for the stress and inconvenience this caused you. What concerns me is although the problems you mention were not caused by [redacted], they really should have looked to rebook you to Vancouver themselves under the one world agreement, rather than telling you to speak to [redacted] at Madrid airport.  This would have prevented you having to travel to London and endure the terrible experience you mention at Heathrow airport.  This is certainly something we'll be following up with them. With respect to the seating issue you had on your flight to Vancouver, given everything that happened, I can appreciate your frustration and disappointment with this.  We want our passengers to have the widest choice of seats available when they book their flights.  We do try to make your time in the air with us as comfortable and relaxed as possible, but I’m afraid we cannot positively guarantee a particular seat to anyone.  This is outlined in our conditions of carriage.  Your frustration must have been compounded by the in-flight entertainment not working on your flight.  We know our in-flight entertainment is an important part of your travel with us, and it's disappointing there were problems on the day you travelled.  I realise you don't expect this to happen when you fly with us and I absolutely agree we’ve let you down.         Our records show we've already offered you an eVoucher for $100.00 to recognise the poor experience you had.  After reviewing this, I've cancelled this eVoucher and would like to offer you a new one for $250.00.  I've included your eVoucher details below with a link to some helpful information about how you can use it:   eVoucher number: [redacted] Name: [redacted] Value: $250.00 Expiry: 26/**/17     If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:   [redacted]   I'd like to assure you I've notified our Customer Experience team of your disappointment.  I know they'll share my concern with what happened and look at what we could've done to prevent it. Thanks for getting in touch, and for your helpful observations about our service.  We really do appreciate you choosing to travel with British Airways and I hope you'll fly with us again soon.  Should you have any further questions or queries regarding this matter, please don't hesitate to contact me again.       Best regards   Michael W[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on [redacted]:Dear [redacted]Thanks for your emails about your booking to travel from San Diego to Amman.  We've also been contacted by the Revdex.com.  We're concerned you feel we didn't honour the cabin you had...

booked on your return from Amman, and apologise for the delay in addressing your concerns.Firstly, I'm sorry you didn't receive a response to your query after you called the contact centre.  I appreciate this will have been frustrating and have logged your comments about this.I've fully reviewed the history of your booking.  I can see that on ** March 2016 you booked seats in World Traveller Plus on [redacted] (San Diego to London Heathrow) and [redacted] (London Heathrow to San Diego).  Seats in World Traveller were booked for [redacted] (London Heathrow to Amman) and [redacted] (Amman to London Heathrow).  The flights to and from San Diego were immediately upgraded to Club World using [redacted].  The correct taxes, fees and charges were taken and a request for 55,000 [redacted] was pended in the booking.  On checking your booking I've found that the 55,000 [redacted] was never debited from your Executive Club account.The other flights, to and from Amman, were not upgraded and there is no reference to an upgrade being requested or quoted for this part of the journey.  The aircraft that operate flights to and from Amman are A321-200 with a two cabin configuration.  We offer World Traveller or Club World only and, as mentioned above, you were booked in World Traveller.  The passenger records for your flights show you were seated in the cabins you had paid for on each flight.  I'm sorry you found our staff in Amman unhelpful when they offered to upgrade you for cash.As mentioned above, the 55,000 [redacted] for the upgrades on [redacted] and [redacted] were never debited from your Executive Club account.  If you check your statement you will see that no [redacted] have been debited from your account this year.  The only transactions are the [redacted] and [redacted] you've received for your flights.  I'm afraid we do need to debit 55,000 [redacted] for the upgrades you received and this will show on your account shortly. I appreciate you were also disappointed with the seat you were allocated on your flight from Amman in World Traveller.  As a Bronze Executive Club member you are entitled to select your seat from seven days before departure.  You may find this useful in future.Thanks again for getting in touch.  We greatly value your support as a Bronze Executive Club member and hope this clarifies the situation.  Please let us know if we can be of further assistance in future.Best regardsIona H[redacted]British Airways Customer RelationsYour case reference is:[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:

Their response does not align with their policies:  If we cancel a flight, delay a flight by five hours or more, fail to stop at your place of stopover or destination, or cause you to miss a connecting flight on which you hold a confirmed reservation, you can choose one of the three remedies set out immediately below.Remedy 1We will carry you as soon as we can to the destination shown on your ticket on another of our scheduled services on which a seat is available in the class of service for which you have paid the fare. If we do this, we will not charge you extra and where necessary, will extend the validity period of your ticket.Remedy 2We will carry you to the destination shown on your ticket, in the class of service for which you have paid the fare, at a later date at your convenience and within the validity period of your ticket, on another of our scheduled services on which a seat is available. If we do this, we will not charge you extra.Remedy 3We will give or obtain for you an involuntary fare refund.We will give you additional assistance, such as compensation, refreshments and other care and reimbursement, if required to do so by any law that may apply.The policy gives the customer the option of choosing a remedy that works.  Remedy 3 allows for reimbursement.  I have not been reimbursed.
 
 
 
 
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 **Mar16:Dear [redacted]We've been contacted by the Revdex.com on ** March regarding a cancelled return booking between Baltimore and London Heathrow.  Please accept my apologies for the delay in getting back...

to you. I'm sorry to hear you needed to cancel your ticket due to an injury.  I fully appreciate that unexpected events occur and you have no choice but to cancel plans that are already in place.  I understand you originally made your booking on ** February and then proceeded to make amendments to the dates of travel on ** February.  The booking was then cancelled on ** February through our website.  While I understand your disappointment, unfortunately after a thorough investigation into your booking, you did purchase a non-refundable ticket on ** February.  The conditions of your ticket would have had to be agreed to before you proceeded to pay for the booking.  Similarly, before you completed the cancellation online, you would have been prompted to ensure you were certain you wanted to cancel the non-refundable booking.  We've sent your pre-paid seating and your additional baggage charges off to our Refunds team to ensure you get this credited back to you.  While you have been refunded the correct tax refund from us, you may wish to speak to your travel insurance to see if they can help you any further.  In addition, for any future bookings that you wish to be fully refundable, you will need to purchase a fully flexible ticket.  This can be selected on the first page of our website under the drop down box 'Ticket type'.  We're grateful you've taken the time to let us know how you feel.  If there's anything else I can assist you with please don't hesitate to contact me directly using the blue link below.  I hope we can look forward to welcoming you back on board in the future.   Best regards Kerrie C[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]
[redacted]
 
 
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Tell us why here...Dear [redacted] We've been contacted by the Revdex.com regarding the problems you've had claiming a refund of the 4,500 Avios you used for booking [redacted]. Firstly, I'd like to offer my sincere apologies for the time and effort taken to try and obtain your...

refund.  I accept as a Blue member of our Executive Club, you have every right to expect far better service. I've looked into this outstanding issue and although the request to action your refund has been made, it appears it's never been actioned.  I'd like to assure you I've notified our Customer Experience team of your disappointment.  I know they'll share my concern with how long it's taken to resolve this issue and look at what we could've done to prevent it. To avoid any further delay, I've now credited the missing 4,500 Avios to your account.  Also, to recognise the time taken to resolve this matter, I've credited an additional 4,500 Avios.  Please accept these with my compliments.  Thanks for your helpful observations about our service.  We value your loyalty as a Blue Executive Club member, and I hope despite what happened, you'll fly with us again soon.  Should you have any further questions or queries regarding this matter, please don't hesitate to contact me again.   Best regards   Michael W[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on [redacted]: [redacted]  [redacted]  Dear [redacted]Thanks for your further comments.  I regret you remain disappointed and
apologise for the delay in coming back to you.I'm afraid I must reiterate that British Airways can't provide information on
flight [redacted] operated by US Airways.  While this was booked through British
Airways we don't handle any aspect of the flight operation or hold
information relating to this.  We act as an agent only.  With reference to seating, you paid a total of £90.00 to British Airways to
select seating on the outbound flight.  This has been refunded in full.  If you
paid any seating fees for [redacted] then this will have been a separate transaction,
direct to US Airways.  You'll need to contact them for the refund if they
changed the seating.  In addition, British Airways has no involvement in other
carrier's passenger lists and any decision to change your son's flight was made
by US Airways.  I appreciate this is frustrating but you'll need to contact US
Airways about this aspect of your complaint also.I'm sorry we can't be of further help and hope this clarifies the situation. 
Please let us know if we can assist with anything else. Best regardsIona H[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Please do not send payment card details via
email[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:
[redacted]LEGAL INFORMATION[redacted]This email was sent to you by [redacted].  (To find out more, click here [redacted])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 reply was sent to [redacted] on **Apr**: Dear [redacted]Thank you for contacting the Revdex.com about your recent booking with British Airways.  I'm sorry to hear about the problems you've experienced with the kosher meals that you...

ordered for the flights in your booking and I understand why you're feeling frustrated.  Please accept my apologies for the time taken to get back to you about this.You've mentioned you called our Sales team in January and the agent you spoke with confirmed that kosher meals would be available for all of your flights.  I appreciate for religious reasons you can only eat kosher meals, so this is essential for you.As many of the flights are code share, I understand you tried to request the special meals via your online travel agency, but you were advised to contact [redacted].  I can imagine your disappointment when you called [redacted] and discovered kosher meals aren't available.  Again, I'm really sorry we let you down.As an apology, I'd like to offer you High Life Shop vouchers for £50.00.  You can put them towards the cost of items on British Airways flights where the High Life Shop range is available.  I've sent these to your home address and you should receive these shortly. Thank you again for getting in touch about this.  We look forward to welcoming you on board your flight from Dublin on ** June and if there's anything else I can help with, please reply using the blue link below.Best regards Nikole A[redacted]Senior Service Recovery Executive British Airways Customer RelationsYour case reference is:[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.  Funds were sent back to my bank account, thank you for helping
Sincerely,
[redacted]