British Airways

Review: Below is the letter I wrote to BA. It has all the pertinent info. They responded with a form letter asking me for receipts of the lost/stolen items. I responded that I did not have any receipts as the knives were over 10 years old, the collector plate was a wedding gift and the story book wasn't even ours (we were transporting it from one family to another). That was almost 1 month ago and I haven't heard anything from them since. Please help. Here is my case reference number: [redacted]Dear British Airways:

On October **and **, my family and I returned from Africa to the US with 13 pieces of luggage. One piece was delayed and was later delivered to me wrapped in plastic. It was a tough plastic container called an Action Packer. See the file reference number[redacted] . The lid was missing along with the two luggage locks I had on it. After I unpacked it, I found that many items had been removed. I contacted customer servic

[redacted]Cutco knife set:

- 2 ¾” Paring knife $54

- Trimmer (x2) $118

- Spatula Spreader $59

- 6 ¾” Petite Carver $88

- Butcher knife $105

- 7 ?” Petite Chef $114

- 9 ¾” Slicer $95

- 9” Carver $93

- Table knife (x5) $165

- Super Shears $99

Total: $990

2. Red Waechtersbach Germany “You Are Special Today” Collector Plate: $38.99

3. Hallmark Recordable Story Book: $29.95

GRAND TOTAL: $1058.94Desired Settlement: Reimbursement for the lost/stolen items please.

Consumer

Response:

At this time, I have been contacted directly by British Airways regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Dear [redacted]Revdex.com REF: #[redacted]have been contacted by the Revdex.com in regards to your baggage claim. I am sorry this matter is still outstanding. Please accept our apologies for the delay.

We go to great lengths to look after our customers' belongings at British Airways, and this certainly includes getting every single piece of luggage to the right place at the right time. This is small comfort, I know, for the situation we put you in after your own flight.I am sorry that your bag was delayed and I do understand how upsetting this must have been when you received your bag back and there were items missing. Based on your itemized list of knives, a plate and book, along with having no receipts or verification of value, I am able to arrange a check to be sent for $529.47USD. Please allow 14 days for it to arrive. I know this will be less than you expected, but if you had travel insurance you may be covered for the difference through that.Thank you again for your patience in allowing us to respond. We know we operate in a very competitive market and genuinely value the confidence and trust you place in us when you choose to travel with British Airways. We do hope you fly with us again soon. Yours Sincerely[redacted]British Airways Customer RelationsYour case reference is:[redacted]

I will notify the Revdex.com when and if I receive the check.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have not received a check yet. They said it could take 2 weeks. I will alert you when I get the check.

Review: Multiple failures in customer service. They lied to us at initial boarding about gate delivery of strollers to terminal one in london. The [redacted] at london lied about delivery to chicago. Damaged luggages. Six pieces of luggage went missing for a while. Damaged strollers. Poor service on flight, and poor service in terminal. Terrible personalities of BA crew and staff including upper management. Sent complaint letter to BA, they assigned case no [redacted] but never heard back again from them.Desired Settlement: Refund of requested amount of a minimum of $663.85 up to the maximum about paid of $3136.70. The worst trip ever. And we are avid international travvelers.

Business

Response:

Sent on ** Sep

Dear [redacted]

I apologize for the delayed response.

I am concerned to read of the problems you had with your luggage including your

strollers, while flying with us from Beirut to Chicago on ** July

2014. Strollers that are gate checked are usually returned to passenger

upon arrival. Regretfully, yours was not returned to you. I recognize how

upsetting this was far you and your wife, especially as you needed the

strollers to carry your children through the airport.

I also apologize you received your luggage damaged. We go to great lengths at

British Airways to take care of our customers' belongings, but with an

assortment of bags on the move I am afraid there can be the occasional problem.

So I may

quickly deal with your claim, please email me back with your baggage reference

number from the report you filed at the airport.

Thank you for taking the time to bring this matter to our

attention. Your feedback is invaluable, without which we would not

be able to address such issues.

Yours Sincerely[redacted]

British Airways Customer RelationsYour case reference is:[redacted]

?

Review: Hello dear Sir/madam,

We were two passengers, me and my husband. We departed from Calgary to Tehran on December **, 2013. As result of delay in the second flight (BA 680 on December **, 2013), we missed the third flight which was Atlasjet Airlines with Flight Number 6570. The delay was not 5 or 8 minutes but it was more than 40 minutes. So we were stuck in Istanbul. After missing the third flight, the local time was 11:30 Pm (On December **, 2013) in Istanbul; nobody accepted the responsibility of this delay. Even though BA was the cause of delay and we missed the third flight, they said that they don't have any connection with Atlasjet and it will be our responsibility to sort out our missing flight to Tehran. This was in contradiction with their luggage policy as they had ticketed our luggage in Calgary to be received at the destination in Tehran.

Anyway we had to pay a separate (one-way flight ticket) from Istanbul to Tehran from our pocket. After arriving to Tehran we contacted to BA and claimed for these extra costs, but they don't accept the responsibility of that. During the January I sent couples e-mails to BA as well, but in a last e-mail they said that based on everything you have told us, our position hasn't changed. This means we cannot reimburse the cost of your ticket.

My documents are ready upon your request.

Thanks and regards,Desired Settlement: We want that BA reimburses (Refunds) the extra costs that we paid for separate tickets (one-way flight ticket) from Istanbul to Tehran from our pocket, and also they accept the responsibility of their delay.

Business

Response:

Dear [redacted]

Thank you for writing back to us. I am sorry you still remain unhappy with our previous replies, and appreciate that you wish to escalate the matter to our senior management team. I am pleased to respond to you directly on their behalf.

I am sorry to learn about the problem you had due to the delay to your flight to Istanbul and you missed your connecting flight as a result. It also concerns us to read that there were no staff at Istanbul airport to assist you to book your connecting flight. We fully acknowledge we need to improve our performance in the way we deal with any queries our customers have. This includes looking at our customer care too, as we want to offer a consistently polite and thoughtful service across our business. We have reported your complaint to the manager of this area so that it can be raised with the people concerned. We have set up a senior team to oversee this important part of our operation, and they will monitor our progress.

While I appreciate your reasons for asking, I am afraid we cannot refund the cost of your rebooked connecting flight. I know this is not the answer you were hoping for and I am sorry to have to disappoint you.

However, for any refund due on your missed connecting flight with Atlasjet Airlines, I would request you to contact your travel agent as you have booked your tickets with them.

By way of an apology, I would like to offer you an eVoucher for $100.00 for the inconvenience caused. Please accept this with my compliments.

Your eVoucher details

eVoucher number: [redacted]

eVoucher surname: [redacted]

Value: $100.00

Expiry: **/02/2015

Your eVoucher can be used as full or part payment towards a British Airways flight booking, excluding bookings made with Avios, with On Business points or with shareholder discount.

This eVoucher is personal to you and is not for resale or transfer. Please note that you can make a booking for someone else using the eVoucher.

Only one eVoucher can be used per flight booking. When making a booking online please enter the surname exactly as it appears above.

For full terms and conditions and further information on how to use this eVoucher, please go to: [redacted]

Once again, thank you for contacting us. I know that the things did not go as expected for you, but I hope this email reassures you that we do everything to prevent flight delays. Despite your present sentiments, I hope you will choose to fly with us again, thereby offering us a chance to restore your confidence in our service.

Best regards

British Airways Customer Relations

Your case reference is:[redacted]

HOW TO CONTACT US

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:

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':

LEGAL INFORMATION

This email was sent to you by British Airways Plc - [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.

--

Consumer

Response:

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]

Hello Sir/ Madam,

First of all thanks for following

and reviewing this case. Unfortunately I have to say that still I am unhappy

and I can not accept this respond. We

were stuck in Istanbul because of BA delay, this delay was not only 5 or 10 minutes

it was more than 30 or 40 minutes and that’s why we missed the connection flight from

Istanbul to Tehran moreover there was no staff from BA at Istanbul airport to

assist us to book our connecting flight or at least help us on that time and now

how and why should I ask the agency (the agency that we bought our tickets from

there) that you have to refund this price and you are responsible for BA delay

however the lay over time between the two flights was really proper.

For your information I have to

say I contacted to the agency that we bought our tickets but they said it is

not our responsibility as the delay was from the BA.

As I am student here in Canada

and just I am visiting my family in Iran and BA doesn’t have flight to Tehran,

Iran, and also for going to Iran normally I do have 2 or 3 connection flights so

this eVoucher doesn’t work for me and it doesn’t compensate our travel expenses.

Again this is not the answer I was

hoping for and I can not accept it and still I am not satisfied. The total

price that I and my husband paid for those tickets was $ 480 and we hope that

BA will refund it.

Regards,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I booked two tickets for my mother in September. I used her dividend miles for the tickets and paid the fees with my credit card. British airways charged my credit card twice for the fees. The charges were $207 and $325. I opened a case with them on Sept [redacted] (Case ref #[redacted]) and they confirmed that my credit card was charged twice and they will process the refund. I have called their customer service desk more than five times and was told it has been sent to the refund department but they have not received an update since September on the status of my claim.

All I get is a run around when I call to follow-up. I was told many time they will email me or call to give me an update but it never happened. I was told today that the claims department cannot contact the refund dept by phone and only by email, which I found quite ridiculous.

They could not escalate the issue and could not provide any further help.

I have not been informed of any reason for their unwillingness to refund me 3 months after and I want them to refund my money as soon as possible.Desired Settlement: Refund

Consumer

Response:

At this time, my complaint, ID [redacted] regarding British Airways has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I purchased tickets for a British Airways flight for my family and myself for this past June. On the day of our flight (June **), I went to check in online to save us time at the airport. When checking in, it said we weren't allowed any luggage. I couldn't go any further in checking in, so I gave the system the benefit of the doubt, and paid $420 in extra baggage charges. When I got to the airport to check in our luggage, the British Airways representative taking our luggage said their computer system was wrong and that I didn't need an "extra baggage" ticket. She didn't use the service I purchased and told me to contact British Airways to reverse the charges on my credit card, because she couldn't. At the airport, I called British Airways and was informed that only their customer relations group could make refunds, and that I needed to submit a request through their online submission form. I did that from the airport as well (on June **) and headed off for our trip. I got an automated email saying my Customer Reference is [redacted]. I never heard anything back from this group, so I sent in weekly emails confirming that they had my request. I got no response whatsoever. After a few weeks, I tried calling the customer relations phone line at ###-###-####. All I got was a voicemail, so I left a message. I tried calling other departments at British Airways, hoping one of them could put me in touch with customer relations. All of the people I've spoken with say they can't and that only customer relations can issue refunds, then they direct me back to the online submission form. It has now been 5 weeks of me emailing and calling British Airways with no response. They are holding my $420 hostage (essentially), and I can't afford not to get my money back. Any assistance you can give me would be greatly appreciated. Thank you.Desired Settlement: I would like a refund of my $420.

Business

Response:

British Airways apologises for the delay in responding to [redacted] case.

I am investigating their request for a refund of the baggage fees, and have advised the passengers that I will be in contact with them shortly to resolve this.

Consumer

Response:

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]

I still have not received the refund due to me. Thanks to the actions of the Revdex.com, British Airways finally did call me. I was informed that customer relations could not issue a refund, only the refund department could. Then I was told the refund department was backlogged and it would be at least another week. So although British Airways has had my $420 for five weeks, they will continue to hold onto it for at least another week - that is unacceptable to me.

I feel frustrated by this situation for numerous reasons:

1) It was an error in their computer system that required me to pay the $420.

2) Even though this error was realized within hours of the mistake, it has been 5+ weeks of them holding onto my money.

3) Every number I've called at British Airways said that only customer relations could issue refunds, yet every department refused to transfer me to a customer relations representative.

4) The only customer relations phone number found on their site is to an unmanned phone with a voicemail box. Not only that, but upon leaving a message, you have no way of knowing if they received the message, and since they never call back, it feels like your messages go into a black hole.

5) Even though I sent weekly emails to them (via an online form), I never received any response. Once again, it felt like my messages went into a black hole.

6) The only reason I was contacted was thanks to the efforts of the Revdex.com, because the rep I spoke with mentioned that you had contacted them. In other words, if not for the Revdex.com call, I would still be waiting.

7) When the British Airways customer relations person called me, they said that they could not issue refunds, it had to go through their refunds department. This goes contrary to what all other British Airways employees have told me, as they gave me the impression that customer relations could issue the refunds themselves.

8) I just find it incomprehensible that any company (especially one the size of British Airways) wouldn't have enough staff to process complaints/refunds within a 1-2 week period. I feel like my money is being held hostage, as I've been forced to pay my Visa bill for this already (or pay a percentage of the late fee).

Revdex.com, thank you for your efforts. I hope you will keep this case open, and if there's anything else you can do, I would appreciate it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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.

Hi [redacted],

Thank you for following up. The credit did appear in my account yesterday, so it appears that we are all good. Much appreciated!

Sincerely,

Review: On December **, 2013, my girlfriend and I departed San Diego on a British Airways flight bound for Luxembourg via London Heathrow. We left with three checked bags. Much to our dismay, only two arrived in Luxembourg.

Upon arrival in Luxembourg on December **, we discovered that our third piece of checked baggage, which contained my girlfriend's entire wardrobe and for which we paid a fee of 60.00 USD, was missing. The employee at the Baggage Assistance counter had no information at that time, but we filed a claim ([redacted]). The following day, we received a phone call from the Luxembourg airport informing us that our bag would be sent to Saarbrucken, Germany, the closest airport to where we were staying in Ramstein, for delivery that evening. However, we had travel plans to Zurich that day and asked the representative if flying our luggage to Zurich was possible. He informed us that the only flight to Zurich that day would likely be cancelled, so Saarbrucken was our only option. In consideration of that fact and wanting to retrieve my girlfriend's clothes, we waited to leave for Zurich until 18:00, the time at which we were told our bag would be arriving in Saarbrucken. You can imagine our frustration when we arrived in Saarbrucken and were told that our bag was not there, especially after we intentionally delayed our departure for Zurich specifically to pick up the bag. In fact, we were told that no flights had come in to Saarbrucken for two days because of the weather. Yet the representative from Luxembourg did not warn us of any weather delays initially, nor did he call back to tell us that the specific flight was cancelled. So not only were we unable to collect our luggage, but we had made an unnecessary side trip and our arrival in Zurich was so late that the day was essentially wasted.

The following day, I had to place International calls from the hotel in Zurich to the Luxembourg airport in order to arrange for an alternate delivery of our luggage. Despite calling Internationally, I was placed on hold for over 20 minutes, incurring phone charges of 5.50 CHF. Finally I was able to reach someone who assured me that my bag would be placed on the next flight to Zurich, and indeed, after roughly 60 hours with no clean clothing, we were able to claim my girlfriend's luggage.

In an attempt to minimize not only our out-of-pocket costs but also the amount of reimbursement that we would be requesting from British Airways, we did not purchase any additional personal "essentials" (clothing, toiletries, etc) despite the multiple delays in receiving our luggage. However, I did call British Airways prior to our departure from Luxembourg, to ask that the return baggage fee for the lost bag be waived. The representative I spoke with told me that she, personally, could not waive the fee, but that if we paid it and contacted Customer Relations when we returned to the United States, they would take care of it. So I paid the baggage fee in Luxembourg, as instructed, despite the fact that the fee had suddenly doubled, increasing from 60.00 USD to 102.27 USD (75 Euro).

I contacted British Airways Customer Relations on January **, explaining the situation and requesting a refund of 108.36 USD, which is the total of our return baggage fee and the international phone charges incurred to coordinate the delivery of our luggage. (Case Reference #[redacted]) On January **, I finally received a "canned" form letter response instructing me to send my receipts for essentials to their [redacted] location, even though I clearly stated in my initial complaint - as I have here - that we did not purchase any essentials. My second message was, of course, just that - a reiteration of the situation and requested reimbursement, along with a request for a personal, non-standardized reply. That came on February *, though it was not the reply I was looking for. [redacted], of British Airways Customer Relations, said, "I am afraid we cannot reimburse your telephone expenses and the excess baggage fee you paid. I would like to inform you that excess baggage fee is for the handling of your bag. If the baggage is subsequently mishandled that fee is not refundable."

That response is simply unacceptable. Aside from the fact that the representative I spoke with prior to leaving Luxembourg advised me that Customer Relations would take care of my request, to state that the baggage fees we paid are for "the handling of [our] bag" and then admit, in the next sentence, that the baggage was mishandled, clearly implies that the service for which we paid was not completed and a refund is subsequently due.

Admittedly, [redacted] did contact me again on February ** to offer a 100.00 USD travel voucher for a future trip. But that is not the resolution we are seeking, especially at this point. If the responses of [redacted] are an accurate representation of how British Airways takes care of their customers, then I have no desire to travel with them again.Desired Settlement: I am requesting a refund of 108.36 USD in the form of a check

Business

Response:

Dear [redacted]

ID#[redacted]

On ** March 2014 we settled [redacted]'s claim with the issuance of a check $108.36. Thank you.

Yours Sincerely

British Airways Customer Relations

===================================================

Dear [redacted] March 2014

The office of [redacted] has asked to us review your claim.

In lieu of the travel eVoucher that was offered to you, I have arranged for a separate check in the amount of $108.36USD to be mailed to you. This check should arrive in approximately 2-3 weeks. The address we have on file is: [redacted]

Although we cannot change your experience we hope you will accept our apology and allow us to welcome you on a British Airways flight in the near future.

Yours Sincerely

British Airways Customer Relations

Your case reference is[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and can confirm that I received the same email on the afternoon of March **. The resolution they are offering is acceptable. Thank you for your help.

Sincerely,

Review: We purchased four tickets on British Airways from BOS to LHR to DUB on June ** and then return from ZAG to LHR to BOS on July **. The tickets were purchased through travel agent, [redacted], who paid the full price to British Airways. When purchasing the tickets, we requested kids meals for all flights and our travel agent received a confirmation that kids meals were requested. However, British Airways staff on the first flight told us that no kids meals were assigned to us. Our children were starving the entire flight as they did not eat the adult food that was offered. The same happened on the second flight. After the second flight, our travel agent contacted British Airways again asking to make sure we get kids meals on the two return flights, but British Airways said they had some issues with our reservation. Correspondence between British Airways and our travel agent, [redacted], continued for several weeks. When we arrived at ZAG airport on July ** and spoke to the British Airways representative there, they said that they would not be able to provide kids meals to our children because the request was made by the travel agent too late. Our children were hungry for the entire day we were flying again. [redacted] has copies of all correspondence with British Airways, which is available upon request.Desired Settlement: British Airways should refund at least a part of our tickets' price given how horrible our flights were with hungry children and how much our children suffered as a result of British Airways' negligence.

Business

Response:

Dear [redacted]

Thank you for contacting us. I apologise for the delay in our response. I am sorry to learn the meal requests made for your children were not provided on your British Airways flights from Boston to London and return. Ican fully understand your disappointment, especially as they were unable to eat the adult food which was offered on board.

The food we serve on our flights Is an important aspect of the British Airways service, which is exactly why we offer advance

booking for special meals. 1 do apologize for letting you down this time.

Since the price of your tickets is based on the flights taken, we are unable to offer any refund. However, as a gesture of goodwill and further apology, I would like to offer you an eVoucher for $150.00 ($50.00 for each of your daughters). Please accept this with my compliments.

Your eVoucher can be used as full or part payment towards a British Airways flight booking, excluding bookings made with Avios, with On Business points or with shareholder discount.

This eVoucher is personal to you and is not for resale or transfer. Please note that you can make a booking for someone else using the eVoucher.

Only one eVoucher can be used per flight booking. When making a booking onllne please enter the surname exactly as It appears above.

Again, Ism sorry the meals requested were not provided. Ihope you will be able to use the eVoucher for another journey

with us soon.

British Airways Customer Relations Your case reference is; [redacted]

Consumer

Response:

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,

Review: TO: British Airways

Customer Relations, North America USA [redacted] RE: Request of Refund for TWO tickets

September **, 2014

To Whom It May Concern at Customer Relations for British Airways,

I am requesting a refund of two return fares for my daughter and myself PLUS full ADDITIONAL FARES we had to pay in Milan Linate Airport to come home on September *, 2014. TOTAL: $3059.53

My Ticket: [redacted], dob

Booking reference: [redacted], TOTAL Fare Paid: $1494.04, ½ = 747.02

My Daughter’s Ticket: [redacted], dob

Booking reference, [redacted], TOTAL Fare Paid: $1686.81, ½ = 843.81

Additional Fares added on Sept *, 2014

[redacted] New Booking: $364.06 + $10.92 Transaction Fee = $374.98

[redacted] New Booking: $1062.26 + $31.86 Transaction Fee = $1094.12



TOTAL REFUND REQUEST: $747.02 + $843.81 + $374.98 + $1094.12 = $3059.53

JUSTIFICATION:

This was the worst customer experience of my entire life. I have lived in Italy for three years and have travelled globally for my work as an Engineer for Intel Corporation, Dell Corporation, and Cisco Corporation. I am embarrassed to know that customers are still treated this poorly in 2014 in Italy.

What made this experience the worst was that it affected my daughter, whom I was travelling with for her sixteenth birthday celebration. She has [redacted] and [redacted] and [redacted] and was in treatment center (hospital) for five months from January to May of this year. All of the chaos at the Milan Linate Airport was unnecessary and uncalled for. Below are the details of this horrible HORRIBLE customer experience:

Sept *, 2014, 3pm: We left Savona Italy to return back to Milan and we were stuck in traffic in Genoa. I realized we might not make her flight and tried to call to make arrangements but could not get through to European Customer Relations. We missed getting her to the flight. I knew I was leaving in the morning (Sept *, 2014) and she could rebook at the airport with me for the first flight out (same one I travelled on).

Sept *, 2014, 6:30am: We arrived at airport and returned rental car and came to check-in counter at 6:45am I checked in first and my one suitcase was ticketed and taken to the flight. Then it was time for my daughter to check-in and the ticket agent called the main desk and the woman at the main desk said she cannot fly. That my daughter’s flight had been completely cancelled as she did not show up for flight the night before.

At 7:00 am: I went to customer relations counter to find out what was going on. I left my daughter at the ticket counter. The Customer Relations woman, “[redacted]” told me that because I didn’t call, my daughter’s reservation was cancelled and that I would have to buy a whole new ticket for her. I told [redacted] that this is not correct, that I tried to call and could not get through. I also asked how much to pay just for flight to London for the morning. [redacted] replied that the whole entire return trip was cancelled because [redacted] had not checked in. The new flight would cost me $2588 USD. I was shocked. [redacted] then got on the phone with the [redacted] and started speaking in Italian (which I understand) and told the [redacted] that I was lying and that she needed to change the reservation for “[redacted]”. Then [redacted] returned to me and said she had no other alternative. I said “OK” because my daughter was waiting at the ticket counter and I just wanted this fiasco to be finished. Then my credit card was declined. By this time it was 7:15 am or so. And then the [redacted] came up to the desk area and reiterated that I needed to buy a new ticket for [redacted] and I said I didn’t know why my credit card was declined because I had a credit limit of $17,000. Then the [redacted] told [redacted] to call the British Airways Customer Relations desk if they could make the change fee of $275Euro. [redacted] called and the desk was closed as it was only 6:15 in London. Then she emailed but there was no reply as well. By this time it was getting close to doors shutting so I called my daughter over so I could transfer money into my checking account to pay for the trip. My daughter comes and I had to download the Bank of America application on her phone. It was taking a long time and the [redacted] was getting upset with me and I started to cry in the airport and the [redacted] was yelling at me in front of my daughter saying this was all my fault and not British Airways fault. My legs were shaking and I could not talk as my mouth went completely dry.

By this time it was about 7:20 am and I decided not to take the flight and figure out another way to travel with my daughter so she would not be alone in the Linate airport without a way to return home. The group at the Customer Relations desk look like they were relieved because the flight wasn’t delayed. I then took a break to gather my thoughts as to what I could do next. I told the entire group (in Italian) that I can speak Italian and learned everything they were saying behind my back. They looked embarrassed.

My daughter and I sat on floor nearby to figure out how to get funds transferred into my account. Then one of the ticket agents comes over in a very mean and rude way and tells me I have to go and pick up my one piece of luggage as they had removed it from the plane. (She had a superior attitude like I was a criminal at that point). I got up and went downstairs to retrieve my luggage and it was not off the plane yet. When I came back upstairs the [redacted] was back and she said they might have another plan. I asked what that was. She said that my daughter and I could get up to Milan Milpensa airport in one hour, they could rebook my flight on American Airlines. I asked her how I could get a hold of my bank so I could get the funds and suddenly she was nice enough to let me use her phone to make a collect call. I was able to reach my Credit Card company and they released funds (They had shut it down because of fraud apparently, so I had to establish that it was me making the charges).

Because I now had the funding, the [redacted] and [redacted] worked together to get my daughter and I on the American Airlines flight out of Milpensa. I raced to pick up my luggage downstairs, retrieve my rental car so I could drive to Milpensa and made the flight with NO TIME TO SPARE! My daughter and I were very fortunate at that point to be on our way home. The first thing she told me as we were boarding the Milpensa/JFK flight, “Momma, those ladies scared me when they were yelling at you”. On top of everything else, this angered me more than anything, because this vacation was for her and with all of her issues, this was the last thing she saw from our trip.

I have never been so distraught and humiliated in my 50 years as I was in the Linate airport as I was on Sunday (9/*). I felt we were taken as hostages at the expense of not paying $2588 to British Airways. The two women ([redacted] and [redacted]) worked together to make the situation much worse for us and insinuated that I was lying and made me so anxious, especially right at that moment when the [redacted] was yelling at me that she could not hold the doors any longer.

Again, this was the absolute worst travelling experience of my life. I do not think there is any remediation that is fit for what I went through and what my daughter witnessed. I know that I will never travel on British Airways to Milan again.

I would appreciate having a personal discussion with one of the European Leadership teams so they can ensure this does not happen to other travelers in Milan.

Please let me know if I can answer any of your questions.

Regards, [redacted] ###-###-#### [redacted]Desired Settlement: My Ticket: [redacted], dob

Booking reference: [redacted], TOTAL Fare Paid: $1494.04, ½ = 747.02

My Daughter’s Ticket: [redacted], dob

Booking reference, [redacted], TOTAL Fare Paid: $1686.81, ½ = 843.81

Additional Fares added on Sept 7, 2014

[redacted] New Booking: $364.06 + $10.92 Transaction Fee = $374.98

[redacted] New Booking: $1062.26 + $31.86 Transaction Fee = $1094.12



TOTAL REFUND REQUEST: $747.02 + $843.81 + $374.98 + $1094.12 = $3059.53

Business

Response:

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]

Review: I am British airways executive club number and found that 60,987 Avios points was expired on [redacted] Jul, 2014. But my last transaction is [redacted] Aug, 2012, which was to transfer 1000 mile from my bmi Diamond Club account to British airway executive Avios account. so my Avios should not be expired since it is still within 36mont since [redacted] Aug, 2012. I called customer service and the representative told me the combining avios occurred on [redacted] Aug, 2012 is not a eligible transaction to extend 36 month expiration period. I check the avios expiry rule link([redacted]) and there is no place saying that combining Avios transaction is not a eligible one. I am not sure why the representative are so sure about this. I also do not understand why the transfer from bmi Diamond Club to British airway was treated as combine transaction. If British airways has clear definition about all these, I can manage to not lose all points. It is British airways' fault resulting in expiration.Desired Settlement: please re-credit 60987 Avios point back to my account. This is the only outcome I can take

Business

Response:

Dear [redacted]

At our discretion, due to confusion over the policy, we have re-instated the

expired Avios into your account. Within the next three months, you will need to

do one of the following to prevent the Avios from being

removed: · Earn Avios by flying on a British Airways or any

British Airways partner airline qualifying flight, such as Alaska Airlines or

American Airlines, and providing your Executive Club membership

number

· Redeem your Avios for British Airways or partner airline

flights

· Book a flight using Part Cash Part Miles (as per the

terms and conditions available online)

· Earn Avios by shopping

online at over 300 of your favorite retailers at [redacted]

· Earn Avios for everyday purchases with the British Airways

Visa Signature card.**

For information and to apply, visit

[redacted].

**You must apply for and make a purchase with your British Airways Visa

card within two months from the date of this letter. After making your first

purchase, you will be awarded bonus Avios as per the terms and conditions of the

card.

Sincerely

British Airways Customer Relations

Your case reference is:[redacted]

Review: I requested handicapped assistance on my last flight on BA - booking [redacted] - I requested an escort from MAN- BOS - it was confirmed in the booking, I made my request known at checkin - and I still had to ASK FOR ASSISTANCE - which was not provided for me. I have emailed a complaint form - several times - customer service [redacted]. I received compensation for a very poor vegetarian meal in business class - I have yet to receive any update on why my handicapped assistance request was not honored, or any kind of acceptable remuneration for very poor flight - I NEEDED their assistance as I cannot hear anything on a speaker (like flight announcements) and I ended up ASKING A FELLOW TRAVELER FOR HELP. my updated emails have gone unanswered.Desired Settlement: I would like to receive some kind of an update from BA - I would like to receive avios points to put towards my next BA flight. I want them to NOTATE IN MY FILE THAT I NEED ASSISTANCE AND I SHOULDN'T HAVE TO ASK FOR IT IF I BOOK MY TRAVEL WITH THE INDICATED ACCOMODATIONS.

Business

Response:

Dear [redacted]

Regarding case ID [redacted]. please see the following letters sent to [redacted].

Dear [redacted]

I am sorry you did not receive my previous emails but I emailed you twice about the escort service, once on ** April and again on ** May.

According to the report from Omniserv, due to an allocation error, the escort request was cancelled in their system. Subsequently an escort was not made available to assist you. They expressed their sincere apology for this. As a result, a member of British Airways staff was provided to help you to the train that day, but was unable to escort you to Terminal 5 for your connecting flight to Boston.

As a gesture of goodwill, I have added an additional 10,000 Avios to your Blue Executive Club account. Please accept them with my compliments. Subject to availability, you can put your Avios towards future bookings, or use them to upgrade your travel class when you fly with us again. For further information, please visit [redacted].

According to the regulations specified by the US Department of Transportation CFR14. Part 382, Section 95, carriers should promptly assist passengers getting on and getting off the aircraft at both US and foreign airports. As you were not assisted to the terminal for your connecting flight, we are in violation of this regulation.

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.

Once again please accept my apologies for the problems you had and for giving me the opportunity to respond to your concerns.

Yours Sincerely

Your case reference is:[redacted]

Dear [redacted]

It is disappointing to hear you feel I have mishandled your complaint and that my previous response fell below your expectations of us.

I have discussed your case with my [redacted] and we certainly looked again at what happened and taken into account everything you have told us, but I'm afraid our position has not changed.

As previously explained Omniserv is the escort provider and due to a glitch in their system, the escort service was not provided. I apologize for the problems you had because of this and offered 10,000 Avios as a goodwill gesture. As this is was acceptable, I have sent an email to have someone from Omniserv contact you to discuss further.

I know this will not be the news you hoped for. I can only say how sorry I am and express the hope that it will not permanently undermine your good opinion of British Airways.

Sincerely

Your case reference is:[redacted]

Consumer

Response:

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]

I want to know how BA managed to allow Omniserve to override my request - NOT ONE OF THE BA CUSTOMER SERVICE REPS OR FLIGHT CREW knew about my handicapped assistance request - each sounded like it was 'news to them' - how do BA not accept responsibility for dropping the ball on my [redacted]? Yes, I accepted the 10K miles as it was clear to me that BA wasn't going to admit they didn't provide the services I needed - causing me to have a very distressful, anxiety laden trip.

why was the override not noticed by BA - what happens when I fly again (and my family and I go back & forth several times a year)

I want to know what protocols are in place to ensure this doesn't happen to me again. I could have requested a wheel chair and none of this would have happened as my mother uses the wheel chair assistance on each & every flight. Just because I can walk and talk doesn't mean I didn't that 'hearing impaired' assistance - which was put in the booking at the start, was reviewed by me during the pre-check in seat selection and so I wasn't worried about having them provide the assistance I needed.

Omniserve should not have had the ability 'due to allocation issues' to cancel my request - I feel like I was simply overlooked, and my handicapped assistance request was unimportant to them - if I was important, any one of those people who I explained my situation to could have prevented it by FOLLOWING THROUGH.

British Airways completely dropped the ball on my request - putting the blame on Omnserve does nothing to alleviate their mistake.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have fully addressed this issue with the passenger and have offered several gestures of goodwill. I am sorry [redacted] remains unhappy with us but his case has since be closed and I'm afraid there will be no further contact.

Thank You.

Consumer

Response:

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 gestures of good will are accepted - but they have yet to explain to me HOW THEY DROPPED THE BALL ON MY REQUEST. I refuse to believe that Omniserve, which is a subcontractor for BA, has the power and ability to REMOVE MY REQEUST AND BA DOES NOTHING? I WANT AN APOLOGY FOR THIER LACK OF SERVICE PROVIDED.

they have yet to say 'yes, there was a problem, and we were supposed to catch it, but we didn't and for that we are sorry' - how hard is that?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I had an award booking with British Airways (Code # [redacted]) for a flight from JFK to HKG on February [redacted] 2016.

I called British Airways on February [redacted] and requested that booking to be cancelled and should have received the refund of my points into my Avios Account, but BA is refusing because the person I spoke failed to process the booking cancellation.Desired Settlement: Refund of my Avios points related to booking reference # [redacted]

Business

Response:

The following email was sent to [redacted] on **Feb**:**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 been contacted by the Revdex.com on ** February regarding a redemption booking between New York, JFK and Hong Kong. Please accept my apologies for the delay in getting back to you. I'm sorry to hear you experienced some issues relating to your Avios booking made on the ** February 2015. I understand you called us on ** February 2016, and you spoke to an agent in our Change Booking team. We have notes in the booking to advise us that you spoke about the discrepancy in the title of your name, and you were reassured that it would be fine to travel. There are no notes in the booking to report you discussed changing your Avios ticket. To ensure we knew exactly what was said during the call, we've managed to have it traced. As per the notes detailed in the booking, the phone call consists of discussing the title of your name and at no point do you enquire about cancelling or changing the booking. Our records show the next time you called us was on ** February when you requested to change your flights. I understand you were advised that you wouldn't be able to make any changes to your Avios ticket, as you were within 24 hours of your flight departure. There are also notes in the booking to say you were advised that if you wished to cancel the booking, you wouldn't receive any of your Avios points back as Avios points are non-refundable when the booking is cancelled within 24 hours of flight departure. The agent you were speaking to proceeded to cancel the booking, and you were told that you would receive a partial tax refund of $73.40 per passenger. However, this call was also traced and it appears you don't request a cancellation of your booking. Therefore, your booking should never have been cancelled at this point without your authorisation. While you wouldn't have received your Avios points back within 24 hours of departure, we did cancel your booking despite you never having requested this. Therefore, after thorough review of your case with my manager, we have decided to reimburse you with 21,000 Avios as an exception, along with any refundable taxes.Please allow 7-** working days for your Avios to show in your Executive Club account and any applicable taxes to appear to your original form of payment. 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're able to demonstrate the British Airways experience at its best the next time you travel with us. We look forward to welcoming you back on board soon. Best regards Kerrie C[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted] Please use the following link to send us a reply and quote your case reference 14925576 in any correspondence with us:>[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: http://www.ba.com/yourquestions [redacted] LEGAL INFORMATION [redacted] This email was sent to you by British Airways Plc - Waterside, Speedbird Way, Harmondsworth, UB7 0GB, United Kingdom. (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.

Consumer

Response:

Dear [redacted]I received the same communication directly from BA last Saturday and replied directly to them on their link instructions saying that I would accept their settlement, however their message contained an error, the correct amount of miles to be refunded was 210,000 and not 21,000. Yesterday, BA refunded all 210,000 miles to my BA Avios account and I am satisfied with this resolution.I thank you for your assistance in resolving this matter,[redacted]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,

Review: British Airlines Reference # [redacted]

I have been trying to reach British Airways for 6 weeks now, with no response.

I had a horrible experience on a flight from Europe back to the states and they offered me a voucher that expired 12 months after issue, they only gave me two options and I took the one that might work for me. However, I am unable to use the miles within the 12 months and have asked for an extension or my original request, which was, a check or miles towards my [redacted] mileage account.

They offered me $400 in vouchers, knowing I could never use them as I do not travel to Europe that often.[redacted]Desired Settlement: $400.00 USD or 10,000 miles on [redacted].

Business

Response:

Dear [redacted]We have been contacted by the Revdex.com on your behalf regarding your eVoucher. As an exception, I have arranged for an extension of your eVoucher. Please accept this with my compliments. Your eVoucher detailseVoucher number: [redacted] eVoucher surname:[redacted] Value: USD400 Expiry: **/MAR/2016 Your eVoucher can be used as full or part payment towards a British Airways flight booking, excluding bookings made with Avios, with On Business points or with shareholder discount.This eVoucher is personal to you and is not for resale or transfer. You can make a booking for a friend or family member using this eVoucherOnly one eVoucher can be used per flight booking.When making a booking online please enter the surname exactly as it appears above.For full terms and conditions and further information on how to use this eVoucher, please go to: [redacted]Please note we will not be able to extent this eVoucher again. Thank you for coming back to us about this and for giving me the opportunity to respond. We hope to welcome you on board one of our flights again soon. Yours Sincerely[redacted]British Airways Customer RelationsYour case reference is:[redacted]

Consumer

Response:

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,

Business

Response:

Tell us why here...Dear [redacted]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 possible. I 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 6 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[redacted]British Airways Customer RelationsYour case reference is:[redacted]

Consumer

Response:

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,

Review: I changed my departure date and thought I was paying for an upgraded seat. After I purchased the tickets and paid an extra $1700 for the change I relized that I wasn't getting an upgrades I was just charged $1700 to change my date. I booked the same flight with orbitz and the change only cost me $160.00. I called British Airways and told them I thought I was going to be upgraded and requested a refund. It was less than 24 hours after I made the change and I haven't taken the flight yet. I was refused a refundDesired Settlement: I just want the money I paid for the change and for the service I have yet to receive.

Business

Response:

Dear [redacted],

Thank you for writing to us in regards to your issue.

We have reviewed your booking and it appears that you made the changes to your flights via [redacted]

Our records show that your consent to the amount of additional collection and the new flights has been received before your credit card was charged. Unfortunately we are unable to reverse the transaction and refund the difference in fare.

British Airways registers it's fares and fees with the International Air Transport Association (IATA), so when the tickets require changes that come with the penalties, we must either pay the fee or have the passenger pay the fee.

We realize how disappointing this must be for you but hope we have managed to explain the background.

Thank you again for taking the time and trouble to write to us.

Sincerely,

British Airways Customer Relations

Business

Response:

Dear [redacted]

RE: Revdex.com ID #[redacted] - [redacted] & [redacted]

Thank you for taking the time to speak with me today regarding [redacted]'s tickets.

As I mentioned, we offered [redacted] a goodwill gesture of an eVoucher in the amount of $400.00. The information containing these details was sent to him by email on October *, 2013 (See below - I have copied and pasted it for your records).

In a follow up email I explained to him that the "24 hour cooling off policy" only applies to new bookings only, so a passenger can make a booking and if he calls within 24 hours and cancels he would get a full refund. This information can be found on our website at [redacted].

In reviewing his reservation, pax made his booking online through our website on July **, 2013 and was ticketed on the same day. His original tickets were booked in the lowest inventory available at the time he made his booking which was Q on the transatlantic flights and N for a the intra- European flights. All travel was in our World Traveller Cabin (economy). The fare basis he purchased was [redacted] - the fare rules on these tickets were that changes can be made for 100GBP plus any fare and tax difference and a processing fee where applicable. These rules apply per person per transaction.

His original travel dates were for ** August, 2012 from Glasgow/London Heathrow/Dulles. The return was for ** September, 2013 from Dulles and connecting to a Glasgow flight on the ** October.

On August *, 2013 [redacted] went online and changed his outbound to travel on ** August, 2013 for both himself and his daughter. As there was no Q and N inventory for that date for his flights it now booked him in the next available inventory in the same cabin which was Y (this fare is higher). [redacted] now had to pay the 100GBP penalty change fee plus the difference in fare and taxes per person.

[redacted] would have had to agree to these charges prior to giving his credit card details for the tickets to be reissued. I am afraid there is no refund due as [redacted] and his daughter did travel on the new departure date.

I hope this information helps. If you require any additional details please do not hesitate to contact me.

Sincerely

British Airways Customer Relations

Your case reference is:[redacted]

Consumer

Response:

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:

They refused to refund me my money less than 24 hours after the transaction to change my flight. I have filed several complaints requesting that they change their current refund policy. Anyone that makes a transaction should be able to get a refund if they haven't received a service and if it's less than 24 hours after the transaction.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I called the customer service number to assist in looking into my seat assignments and waited approximately 13 mins. When someone finally picked up, it was an [redacted] fellow who was hard to understand and was not willing to take the time and work with me on my issues. I was placed on hold while I was still speaking for approximately 5 mins. When the gentleman came back I asked his name, to which I could not understand what it was. I asked him to spell his name and was placed into a queue that only repeated a phrase in a different language over and over until I hung up 4 mins later.Desired Settlement: We are very loyal customers with British Airways and are disappointed that a member of your customer service team would treat any customer in this manner. I am still trying to remedy the situation as we speak and hope to do so relatively soon. I will have wasted much of my time trying to get to the right department on two different occasions because of this person's unwillingness to help. I would very much like to speak with a representative of your company with an explanation of how this happened as well as travel points to compensate us during this avoidable situation your customer service representative created.

Business

Response:

The following email was sent to [redacted] on **Jul15:**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]I was very sorry to hear you were so disappointed with the customer service you received when you called to arrange seats for your family trip to London Heathrow on ** July. I appreciate as a family it's essential you and your children are seated together. I know this is especially important on such a long flight. Please accept my apologies for the poor level of service you received. We understand how important it is for our customers to be able to speak to us for help and assistance with all aspects of their travel. I'm sorry to hear you didn't receive the level of service you'd expected. I understand how concerning it must have been to be placed on hold repeatedly by our Change Booking agent when you called to arrange your seats. I'm most concerned to hear you found it difficult to understand our agent and that you were transferred without being advised. Whilst it can take time to arrange seats for a family group, especially when travelling on separate reservations, our staff member should certainly have explained what they were doing and why you were being transferred. I've ensured what happened has been reported to the line manager of the staff member responsible.I was pleased to see that you managed to reach us again on ** July and we allocated your family seats together for both your outbound and return journey. I know it must have been a stressful start to your trip, especially as things didn't get resolved until just before you travelled. I'm sorry. Again please accept my sincere apologies. I hope you and your family had a pleasant flight to London Heathrow and that you're enjoying your time in the UK. We look forward to welcoming you all back on board your flight to Phoenix on ** July. Thanks for following this up with us, your comments as a member of our Executive Club are important to us, so please contact me again if I can be of any further assistance.Best regardsHeather C[redacted]Senior Service Recovery ExecutiveYour 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]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]

Consumer

Response:

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:

No mention of finding out who I was referencing was made nor response to compensation by way of miles.

Sincerely,

Chris N[redacted]

Business

Response:

The following email was sent to [redacted] on **Jul15:**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]I understand you remain unhappy with our response and I'm really sorry you're feeling let down. I would also like to apologise that it's taken us longer than expected to reply to you.I can see from your comments that you're annoyed we haven't investigated who the agent was that you spoke to. I'd like to assure you we can see the name of this agent in your booking. My colleague, Heather, ensured your feedback was sent to the line manager of the agent in question, so this could be dealt with internally. I realise you would like us to offer you a gesture of goodwill, as an apology for the service you received. When we receive a complaint about our staff members, we wouldn't usually offer any Avios to our customers. Our main focus is to feed any comments back to prevent it from happening in future. However, I realise you're particularly disappointed with the service you received when you spoke to us. To show you how much we appreciate your support, I’ve added 5,000 Avios to your Blue Executive Club account. Please accept them as an apology. Subject to availability, you can put your Avios towards future bookings or use them to upgrade your class of travel next time you fly with us. They can also be used for hotels and car hire. Please visit [redacted] to find out more.Thanks again for contacting us about this and for giving us the opportunity to respond to your concerns. I hope we can show you British Airways at its best on a flight soon and if there's anything else I can help you with, please don't hesitate to reply to this email using the blue link below. Best regardsLexy R[redacted]Senior Service Recovery ExecutiveBritish 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]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]

Consumer

Response:

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,

Review: Here's the issue: Last year my wife and I planned to go to Scotland for a vacation. We purchased our tickets from British Airways in late January. Then, three weeks before we were to leave, my wife broke her foot. Travel was out of the question.

I called BA and told them of the situation. The woman I talked with first asked if I had purchased the tickets from BA or one of the web discount sites. I told her that it was from the BA website.

She then informed me that all I needed to do was to get a note from the doctor that travel was not possible (done) and that I'd have to rebook the tickets with a calendar year from the time I purchased the tickets. She also said that the flight DID NOT HAVE TO BE WITHIN THE CALENDAR YEAR, ONLY THE REBOOKING. I then re-asked her "does that mean we can plan our trip for next September (2014) as long as we re-book the flight before the calendar year that I originally purchased the tickets, and she said "yes." The ONLY condition was that if the subsequent tickets were more expensive than the original tickets, we'd have to pay the difference and the tax. That's it.

That brings us to Jan 6th, 2014. I checked on-line to the current flights and saw the departures for next September and called BA ([redacted], then #3) to arrange the new flights. I was told by [redacted] that I had to depart the US for Scotland before the end of January but I "…could return any time." I told the gentleman that that is not was I was told and he told me that "that's too bad, but this is the way it is." I asked to speak with his superior, was on hold for some time and he came back to tell me that nothing has changed. I asked again to speak to his superior ([redacted]) and he came back on line to to tell me that nothing has changed. I asked him a total of 5 times to speak to his superior and he flatly refused. I never was able to talk to his supervisor.

I then called BA again ([redacted], then #4) to talk to their customer service. I talked to Sudhanshu who told me that I needed to call a different number and I would receive very quick service. So I called ([redacted]) but had to leave a message. The voice says that you will receive a return call within one business day, it's now been a week. I've left subsequent messages but I've not had a response yet.

If I had been told on the outset that the rules are XYZ and that's it. That would have been one thing. But I was told very specifically how this worked and I was following their guidelines only to be told something quite different when trying to do the rebooking. To further add insult to this is not being able to get ANYONE to return my calls or emails despite their claims as to how efficient they are in doing so.

I was later told (via the [redacted] #) that I should send an email via the web site as a complaint and that should provide a quick response. That was done on Wed. Jan, [redacted]. To date there has not been a response to that either beyond a generic reception of the complaint that was emailed to me.

I ask your help in getting them to follow through in their original promise. My original BA Reference #: [redacted].

My additional concern at this point is that they are trying to delay this whole thing until after Jan [redacted](our original ticket purchase date) and we will have slipped out of the year rescheduling time.Desired Settlement: I want them to do what they originally promised: rebook before the end of the year the ticket was purchased and let me and my wife fly in September of 2014. If the ticket prices are more expensive than the original ticket prices I'll be glad to pay the differences and the taxes. That's what I originally was told and agreed to.

Consumer

Response:

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,

Hi Kalman,

Thanks for getting back to me.

My issue with British Airways is resolved: I received what they originally promised me: rebooking before Jan 29th 2014 and travel in September 2014. It is done, the tickets are in place.

As I stated, my other issue with BA is not resolved: throughout this entire time, I never received a response from BA despite their promised "return call in one business day," nor a response from any of the emails beyond one generic "message received."

For this lack of customer consideration, I consider BA to be a company that doesn't care about its customers and only acquiesces after considerable and constant complaining by the customer.

Let me also point out that the Revdex.com has some limited information in their files. As I mentioned to you, the first number I was provided for BA was an old office in Florida that has been closed down for a considerable amount of time. The next number I was provided (as the number for BA at JFK airport) turned out to be the number for JFK Airport and had nothing to do with BA. Finally, the last number I received for BA was the [redacted] number for Web Support. Ironically, I did obtain my desired objective at that number but I think that was more fluke than anything else. It certainly would have been easy for the BA representative to have told me that "if this is not about the web site, we cannot help you here." Fortunately she didn't.

But I do thank you and the Revdex.com for following up on this issue.

Best,

Gary Coyne

Review: I am extremely frustrated with British Air and Chase! I signed up for a Chase British Airways Card, and have yet to receive my 50,000 plus points owed to me!

I have been on the phone with the Chase Executive Depart, and they have confirmed transfer of the points from Chase to British, but British has not been able to locate them or to explain why I have not received my points! I was on the phone with all 3 parties and still nothing, probably the most frustrating call I´ve ever been on.

If this helps I am contact with Yolanda at Chase Exec office, her number is ###-###-####-ext [redacted]

Someone please help!!!Desired Settlement: I simply want my points deposited into my British Avios account!

Business

Response:

The following email was sent to [redacted] on **Dec15: **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 been contacted by the Revdex.com regarding an

outstanding issue you have with your Executive Club account.I'm sorry you've had difficultly receiving the 50,000 Avios you were

expecting after you'd signed up to the Chase British Airways credit card. I've

checked your account and can see that the 50,000 Avios were deposited into your

Executive Club account on * December.Given this has been going on since February, it's totally unacceptable you've

had to wait this long. To recognise the time taken to resolve this matter for

you, I've added an additional 5,000 Avios as a gesture from us. Please accept

these with my compliments.I really am very sorry once again for the poor service you've received on

this occasion. I've sent a copy of your feedback to our Customer Service team,

and you can be assured your comments will be taken seriously. Should you have

any further questions or queries, please don't hesitate to contact me

again. Best regardsMichael W[redacted]British Airways Customer RelationsYour case reference

is:[redacted]

Review: I booked Premier Seats on British Airways Booking Reference Number @[redacted] on Ba [redacted] from Dallas Fort Worth on Oct * and

[redacted] on Oct * from London Heathrow.

My flight was cancelled and delayed on Thursday Nite on Oct [redacted] because all plans had been diverted to Houston because of a Storm.

I would have missed all connections so they put me on an AA flight but did not give me back my money of $66.00 I gave them to fly on British Airways for a certain seat. The Reservation Name was in my daughter [redacted]. It was a total of $66.00. I want my money refunded back to my Credit Card.Desired Settlement: Want $66.00 put back on my credit card or a check mailed to me.

Business

Response:

The following email was sent to [redacted]Oct14:

Dear [redacted]

Thank you for contacting us about your daughter's flight to London Heathrow

on ** October 2014. I understand our flight to London Heathrow was

delayed following the late arrival of the aircraft into Dallas Fort Worth due to

a thunderstorm. I understand your disappointment, and I am sorry we could not

arrange for [redacted] to have the seat you had arranged.

Unfortunately, the booking reference provided is not a British Airways

reference and we have no passenger record for [redacted] on any British Airways

flight. In order to investigate your claim further, please provide a copy of

[redacted]'s booking confirmation or ticketing details, or a copy of the invoice

for payment of [redacted]'s pre-allocated seating.

Please upload your receipts/documents using the following link:

I look forward to receiving your documentation and settling your claim as

swiftly as possible.

Yours Sincerely

Consumer

Response:

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 [redacted].

See attached receipt for the $66.00 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,

Consumer

Response:

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,

Business

Response:

The following email was sent on ** November to the passenger

Dear [redacted]

We have been contacted by the Revdex.com

regarding your claim with British Airways CR [redacted]

A check in the

amount of USD66.00 was approved on ** October, 2014 and sent to the address

below. Please note it can take up to 14 days for the check to be

delivered.

If the

address above is incorrect please advise.

My apologies for any

inconvenience this has caused. We hope to resolve this matter quickly for you.

Sincerely

Review: I would like to file a complaint for unfair and unethical business practice. Here’s our situation: our family of four has purchased tickets (booking reference **redacted 4/**/2014**) to visit Norway and Ukraine. The purchase was made on December **, 2013, prior to an escalation of the conflict in the Ukraine. Out of safety for our children and at the travel warning of the US Department of State to postpone any non-essential visits to this country [redacted]), I have notified BA that we would not be boarding the aircraft to and from Ukraine and will remain in London to await departure of our last flight. I was surprised to learn that I would have to pay $275 per ticket change fee and additional $400 to re-purchase the same flights. We have made numerous attempts to contact the company through various media (phone, email, Twitter, etc.) and to resolve this situation, but to no avail. We view this as an unfair treatment that customers are forced to repurchase tickets already in their possession when it’s a simple matter of not boarding certain flights for security reasons, officially recognized by the state where the flight originates and where the passengers permanently reside. It is unethical in that a family is unjustifiably penalized and the passenger safety is compromised while the ticket can still be resold given the 5 week notice we intended to issue out of courtesy.Desired Settlement: We seek that British Airways please review the company practices as they apply to the situations like these and allow us to not board the planes to Ukraine, keeping the remaining four flights of our six flight original itinerary intact without incurring any additional charges.

Our original itinerary was as follows:

British Airways 184 - EWR to LHR May **, 6:25 PM

British Airways 744 - LHR to SVG May **, 8:20 AM

British Airways 747 - SVG to LHR May **, 8:20 PM

British Airways 840 - LHR to KBP May **, 7:00 AM

British Airways 841 - KBP to LHR May **, 1:20 PM

British Airways 189 - LHR to EWR May **, 4:15 PM

Our revised itinerary:

British Airways 184 - EWR to LHR May **, 6:25 PM

British Airways 744 - LHR to SVG May **, 8:20 AM

British Airways 747 - SVG to LHR May **, 8:20 PM

British Airways 189 - LHR to EWR May **, 4:15 PM

Business

Response:

[redacted]

Dear [redacted]

Thank you for your emails. I apologise for the delay in our response.

British Airways has not issued any customers guidelines or commercial policy for Kiev at this point in time. The Foreign and Commonwealth Office (FCO) do not have any travel restrictions for Kiev and British Airways continues to operate normally. We will of course continue to monitor the situation.

If you need to make any changes to your booking, please contact your local Reservations centre on ###-###-#### for the options available to change your booking under the normal fare rules and terms and conditions of the ticket you purchased.

Making changes to a booking normally requires a standard change fee, and any change in the routing or change in booking inventory requires the collection of any possible difference in fare.

I am sorry to disappoint you on this occasion.

Yours Sincerely

Consumer

Response:

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:

We view this as an unfair treatment that customers are forced to repurchase tickets already in their possession when it’s a simple matter of not boarding certain flights for security reasons, officially recognized by the state where the flight originates and where the passengers permanently reside. Though British Airways sites FOC recommendations, the US State Department has a Travel Warning last updated on April **to defer all non-essential travel to Ukarine.

The FOC recommendations apply to British Citizens. Our trip is a RT from the US, it seems only logical that the airline will take into consideration official recommendations issued by the US government to its nationals. It seems that the airlines doesn't care for the safety but the company's bottom line and completely disregards official government recommendations in the country where it operates and makes profit.

The above response is directly in line with the response we got from them on our own on April **:

"Thank you for coming back to us. We have received your email dated **April 2014. I am sorry to learn that you are unhappy with the change fee quoted to you our Reservations team to amend your booking with us. Please accept our sincere apologies. I would like to inform you that change fee have to take very many factors into account, however. Of course, the distance and type of aircraft are part of the equation, as well as our operating costs and customer demand for the destination in question on that day. There is also the fact that landing and navigation fees, and airport charges, can vary widely between different countries, and even between different cities in the same country. The change fee amount also depends upon the fare rule of your ticket. It became increasingly difficult for us to absorb the extra administration costs and other overheads when people book and then amend, and we now have no choice but to pass some of this on. Thank you again for getting in touch with us. I hope that I have managed to explain you the background. Best regards [redacted], British Airways Customer Relations "

As you can see from the email above, all we get is an explanation of BA expense restrictions. However, all the factors listed in justifying the change fee are not applicable in our case. We do not ask to change the time or date of any of our flights. We are simply asking to remove 2 flights (London to Kiev and Kiev to London) that jeopardize our family’s safety.

We continue to seek that British Airways please review the company practices as they apply to the situations like these and allow us to not board the planes to Ukraine, keeping the remaining four flights of our six flight original itinerary intact without incurring any additional charges.

Regards, The [redacted] Family

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]

Thank you for your reply.

I am sorry you remain disappointed with the additional amount of the fees required to make the changes to your contracted ticket under the terms and conditions you agreed to when you purchased your ticket on BA.com.

British Airways takes the safety of all our employees and passenger very seriously.

At this point in time we have not issued any customers guidelines or special commercial policy for travel to Kiev. We continue to monitor all government agencies recommendations regarding travel to Kiev. British Airways continues to operate normally. We will of course continue to monitor the situation.

If you purchased travel Insurance you may want to also contact your travel insurance company to see if you may be covered under any policy you have with them.

Again, if you need to make any changes to your booking, please contact your local Reservations centre on ###-###-#### for the options available to change your booking under the normal fare rules and terms and conditions of the ticket you purchased.

Yours Sincerely

Review: I contacted BA (British Airways) on "01/**/2014, 8:55 PM" I explained to the rep that my H1-B has expired and I asked if would need a transit visa to transit through London back to my home country

The customer rep told me that they usually do not require this since I would not be treated as an international traveler and would stay within he airport said that she will check and told me that I won't be needing a transit visa. based on this information and the better timing of the BA flights compared to other airlines I booked with BA. I made the booking on "01/**/2014"

After I have arrived to the airport on "03/**/2014" I was told that a transit visa is required and was denied boarding. I ended up having to cancel my flight arrangements and I was told by the front disk rep that there is nothing she could do from her end. she did call British immigration and told me that my options were to either get a Canadian visa or a British transit visa from San Francisco. The front desk rep asked me to call the customer service center since my file did not show me calling the customer service line she also advised me to cancel my booking before the flight departs.

On my first call I was told me that my file did not mention any calls on record and that all calls are recorded and asked for the call date. I provided 1-2 days after the booking.

I was contacted shortly after and was told that they could not find the call records and was advised to check my cell phone bill.

I went back and double checked and found out that I have called them before making the booking.

I re-contacted customer service and the new rep informed me that it does not make difference if the original rep was at fault or not and what they will be doing is retrain the original customer service rep I contacted before booking. She told me that purchase included a check box that stated that visa and immigration documents are my responsibility and that customer service reps should not provide immigration information. We went back and forth for a while then I asked to speak to a manager she told me it would not make a difference but I asked to be connected anyway. The manager said pretty much the same thing thought more politely. I asked for other channels she provided the website and I asked if it would go through a different channel and she told me that it would go through the actual BA customer service department since the call center was just and overnight support for BA

I logged an inquiry on the BA website with the ID "[redacted]". I also started my refund request online around an hour before the plane departed

BA sent me an email saying that they will get back to me as soon as possible.

I was contacted later with a survey. BA then applied what I assume is the normal late cancellation penalties I ended up getting back ~15% of the what I have paid for the ticket.Desired Settlement: At the very least I need BA to get back to me with an explanation of whether I misunderstood the original service rep or was I provided incorrect information

If they did provide incorrect information I expect them to own up to providing incorrect information and not treat this as a normal last minute cancellation.

Business

Response:

Dear [redacted]

Thank you for your email. I am so sorry you were denied boarding due to not having correct travel documents.

As our staff have previously advised, when our own staff ask to see passports, it is first and foremost an identity check. It is an airline's responsibility to make sure every ticket is being used by the right person - and while we do also look at visas, it is the passenger's responsibility to be sure they have all the right documentation and visa stamps required by the country they're visiting as well as all transfer points. These are the terms of the conditions of carriage agreed upon and checked by you when making your online reservation.

It must have been a very awkward situation for you, and I do sympathize. However, I'm afraid I cannot give you any compensation other than the refund of all unused taxes. Any claim you may have now would need to be submitted to your travel insurance policy.

Although we can not change your experience we hope we have the pleasure of welcoming you on a British Airways flight in the near future.

Yours Sincerely

Your case reference is:[redacted]

Review: I bought a plane ticket through [redacted], that provided British Airways. They changed the flight time from 5:50pm, Jan.**/2015 to 3:30pm, ticket number [redacted]/electronic, from [redacted] to [redacted]. Travel was from [redacted], for my mom [redacted]. I talked with these companies for 4 hours trying to resolve this problem, then I wrote to complain to both companies, as well as wrote to complain to [redacted] bank trying to get a 50% refund from the total cost of the original ticket. [redacted] refunded $63. The original ticket was from [redacted] to [redacted], and the she would fly back from,[redacted], they provided only half of the service that I purchased. The total price was $1308.80. In the end I had to buy and additonal one way ticket from [redacted] - [redacted] for $600 and I would like to get a refund for this amount. They said that they notified me about changing the flight time, I have this letter and could show you that they didn't provide me new time for flight. Also, on my online account I still have depart time from [redacted] to [redacted] 5:50. How I could know about changing time? It was not my fault my mother missed this flight due to the companies change in the flight time. I have all emails and letters sent from this company and none of them notify me of a flight change.Desired Settlement: I would like a refund of $600.00 because I was not properly notified about the change in flight time for her return home. Because of this my mother missed her flight and and I was forced to buy an additional one way ticket to get her home.

Business

Response:

Email 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** Dear [redacted]Your Ref: [redacted]I've been contacted by The Revdex.com about your claim.[redacted] cancelled their flight [redacted] January 2015, you were rebooked on the earlier flight that day on [redacted]. Your travel agent was notified and made the changes to your itinerary on ** November 2014 and issued the ticket on ** November 2014. As there was no involvement or error made by British Airways we will not be offering compensation. Please contact your travel agent about this issue.Thank you. Best regards[redacted]British Airways Corporate 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:>https://britishairways.com/travel/webforms/public/en_gb?eId=120001&wf...⇄ 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]. (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.

Consumer

Response:

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,