British Airways

Review: During my hospitalization my British Airways Executive Club Avios Miles were fraudulently used by unknown third parties. I've first became aware of the activity after BA Audit Dept ([redacted], UK) contacted me asking to verify certain redemption that caught the attention of the Audit Dept (due to amount and speed of redemption as well as the number of unrelated people using my miles). I signed an affidavit and provided hospital numbers and ER and Hospitalization papers to prove that I was indeed in no shape to fly nor do I know who was using my account. After a month long investigation they concluded that I was right and reinstated my frozen account. Upon reviewing, I've realized despite reinstating the account my miles were not returned back to me. I am missing close to 100,000 miles! I've called numerous times, each time being on hold for more than 45 minutes minimum. Every time I was promised to get a call back but none of these promises were fulfilled. I just called again to talk to someone, and the person just hung up after 45 minutes of holding. I have never seen this terrible service in my entire life.Desired Settlement: I would like my missing 100,000 miles to be returned to my account. My Executive Club Number: [redacted] and my Case Number: [redacted]

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,

Review: I paid and was booked on a flight from Cleveland (Hopkins) to Chicago (O'hare) to London (Heathrow) to final destination Istanbul (Ataturk Airport) with booking reference of [redacted]. I boarded the plane in Cleveland which was delayed. Thus I arrived at Chicago later than I was supposed to. My layover time for the connecting flight was too short that I was told I couldn't board the plane to Heathrow despite the plane hadn't taken off yet. I have [redacted] and had medication along with doctors' letters to state that my disease is not contagious so I am not a threat to other passengers onboard. I also have completed and faxed the "Safe to Fly" form to British Airways. Despite all that BA wouldn't book me on a later flight to continue my journey to my destination instead they put me on a flight back to Cleveland.Desired Settlement: I want BA to book me on an COMPLIMENTARY earliest DIRECT flight to Istanbul from Cleveland, Ohio.

Business

Response:

This matter is currently under review and we will report out findings shortly.

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:

Hello,

I have been contacted by British Airways via email (please find copy of the email below). I didn't even received an apology for the treatment and loss I received by British Airways. I do not accept the solution they offer me. They expect me to drive myself from Akron, Ohio to Chicago to commence my trip! Their reply came as a joke to me. I would have expected for them to compensate me with either a direct flight or reimburse the total funds ($ 1760) I spent to make the trip that I couldn't on the [redacted] of July because I was sent back to Cleveland on a plane which I had to pay for by one of their staff who decided she could play a doctor for a day!

Thank you.

Copy of British Airways email: Dear [redacted]

Thank you for getting in contact with us.

I am very sorry you did not feel well and could not travel on British Airways as planned.

Your ticket is still open and if you have a future date you would like to travel - we can see if we have availability from Chicago. You would have to get yourself to Chicago as the Cleveland coupons have been used.

We look forward to your correspondence.

Yours Sincerely

British Airways Customer Relations

Your case reference is:[redacted]

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

Sincerely,

Business

Response:

Revdex.com Complaint Number #[redacted] was scheduled to travel from Chicago on British Airways BA 294 on * July 2014 enroute to London and onward to Istanbul. She originated in Cleveland on American Airlines and the journey was on a one way ticket.

The passenger arrived at the counter slumped over in a wheelchair and her demeanor suggested she was not well. Our agent asked if she needed anything. She engaged in conversation with our staff and we advised her options regarding travel if she was not up to taking the flight to the UK.

[redacted] was alone, appeared ill and did not have medical clearance. We advised she may want to wait until she feels better and travel at a later date. Our agent was sent to retrieve her bags from American Airlines and subsequently made arrangements to Fedex them to her home in Ohio, so she would not have to deal with luggage.

She was never forced to buy a ticket to Cleveland. Rather she was asked if she wanted to return home and travel on the long haul journey when she felt better. We made those arrangements with her approval.

[redacted] was contacted on ** July 2014 by myself and advised her ticket is still open and would she like to travel in the future. We have received no response so far.

Thank you for your concern in this matter.

Yours Sincerely

British Airways Customer Relations

Your case reference is:[redacted]

Please do not reply directly to this email as direct replies are sent to an unmonitored mailbox and cannot be actioned. Please use the link in 'How To Contact Us' below to reply to Customer Relations

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':

Review: On June **, 2014, my wife ([redacted]) and myself were flying home from Heathrow to Chicago/Indianapolis. BA, somewhere, lost my luggage will all my underwear, suits, and formal shirts, not to mention unclaimed medical equipment ([redacted], and [redacted]) for my [redacted]. I have filed an interim claim for the clothes, contacted them about partial refunds for 3 overnight delays in transit (due to American Airlines planes, but AA denies fault since the tickets were bought through BA), and emailed BA/tweeted to them about my dissatisfaction.

The claim was filed around July *, for only the clothing. I am PhD Candidate, president of my Graduate Student Association, and Graduate Student Senator. My clothing *needs* to be professional and BA lost all my professional dress. On July *, their baggage site claims my luggage was "found." I received no contact, my wife received no contact, and as of today, my luggage is still "found." Never delivered, just "found." Every time I have called, the wait time is enormous (I have held for 40 minutes twice and gotten through once only to be told it was closing time and I should call UK the next day; mind you, UK, where I pay international rates for the call per minute).

My BA case ID is [redacted].

My flight was BA1867 (overnight delay; did not board plane but drove home), BA1542, BA1321, BA1332, BA1547 (overnight delay), BA4764 (overnight delay).

My ticket numbers are [redacted] and [redacted].

I have all receipts for interim expenses. I have all automated emails confirming I have contacted them.Desired Settlement: I want to be:

1) Contacted by a living, breathing customer service rep. from BA and not some automated email

2) I want my bag already, or at least informed where it is after 25 days and why it hasn't arrived yet

3) I want my interim expense refund of ~$750

4) I want my partial refund for my tickets due the cancelled flight (BA1867) since I paid a friend ($100) to pick us up in Chicago, the two overnight delays (BA1547 and 4764) which cost me 60GBP in lost hotel fees at my final destination

5) And I want a formal apology for their sheer lack of customer service

6) If the bag is "found" yet not truly located, I want additional reimbursement for the medical devices, medicine, bag, and other articles I did not claim within the interim expense window as BA has, in the instance this true, misled me to believe that they had found my bag and thus limited my ability to claim further baggage in a timely manner.

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 had been attempting to book a flight with Avios points on the British Airways website and had a problem obtaining the exact itinerary I wanted (JFK-LHR-GIB with return). I could not find first class/business availability on the entire route on the exact dates I wanted when searching for the entire itinerary, however I could see there were seats when searching for individual legs. Because I was using a companion voucher, the entire trip HAD to be booked under one PNR. I finally ended up calling but no service agent could assist with the matter, so I booked the dates that were not the exact ones I wanted. Afterwards, I called to make the changes via phone, but BA representatives refused to waive the change fee for the reservation even though the problem was with their reservation system - which has been for years less than ideal.Desired Settlement: Refund the change fee since I could not make the booking myself nor the representatives. Their own representatives have admitted there are glitches quite frequently.

Business

Response:

The following email was sent to [redacted] on **Aug15:[redacted] Dear [redacted]

Thanks for contacting the Revdex.com about making your booking with us using your Companion Voucher. Please accept my apologies I've not contacted you sooner.I'm very sorry you were unaware that when using your Companion Voucher you were unable to book your flights separately. I understand how frustrating this must have been for you. The advice we give on our website about using the vouchers is to be flexible with your dates and destinations, as the seats you want may not always be available.I understand you made your booking, and when you contacted us to change it you were charged $110.00. We charged you $110.00 for change fees under the fare rules of the ticket. Therefore, I'm sorry to disappoint you but we're unable to offer you a refund.Thanks again for following this matter up with us. We look forward to welcoming you on board with us soon and please feel free to contact me directly if you need help with anything else.Best regardsSamantha M[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]Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways [redacted] (To find out more, click here [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 believe there was a misunderstanding regarding my complaint. I am fully aware that the companion voucher has to be booked as one itinerary.My complaint was regarding the lack of availability when searching for my full itinerary (RT JFK-GIB). I have attached screen shots of an example.When I searched for availability on BA website using my full itinerary (RT JFK-GIB) with a stopover in LHR, BA's sit was showing no availability in first class on May ** for the JFK-LHR leg (see screenshot #1).However, I ran a search for only a portion of my trip, JFK-LHR on the same day (May **), and there are two flights with first class seats (again, see screen shot #2).My complaint is that I should have been allowed access to those seats. I called an agent regarding the matter but she would not allow me to book over the phone without paying the fee and recommended I book the ticket online then call to change. I did exactly that and then was forced to pay a $110 change fee for an itinerary that was available yet not bookable online.

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 to [redacted] on **Aug15:[redacted] Dear [redacted]Thanks for your email about your flight from New York next May. I'm sorry you were unhappy with our decision about refunding you the charges to change your itinerary. Please accept my apologies I've not contacted you sooner.I can see by our records that you called us on ** June to explain the problems you had trying to find availability for your flights. On the same day, we made your booking and confirmed the details of your itinerary with you, and we also waived the booking charge for making your booking over the phone. Then on ** July you contacted us again to change your reservation, we waived the service fees but we were unable to waiver the change fees. Some fares have conditions attached if you want to change either your itinerary or your dates of travel, and this may increase the fare. As I've explained in my previous email, the charges you incurred was due to the fare rules of your ticket and I'm very sorry our decision hasn't changed, and we're unable to offer you a refund.I'm very sorry to disappoint you but I do hope we'll be welcoming you on board with us very soon. Please don't hesitate to contact me by using the link if you need help in the future. Best regardsSamantha M[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]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:

[Your Answer Here]

I'm not sure what else to say other than that this is an error on the behalf of British Airway's online booking system - and I understand we are not in agreement so perhaps you can offer something else other than a refund. It is YOUR system that caused the problem and therefore BA should acknowledge that with a form of compensation. Once again, I tried several times online and over the phone to book the original itinerary I wanted and despite it showing availability on a direct search and proved via screen shots that the system was quirky.

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

Sincerely,

Review: Purchased a ticket from British Airways on 6/*/13. Immediately after purchase I was emailed that the flight had been delayed which would change my travel plans. I called and the representative cancelled my ticket for a full refund. Their policy is 7 business days. I contacted them on 6/**/13 and was told to wait until 6/**/13 because it had not been 7 business days. Now it is now 14 days later or a minimum of 9 business days and after speaking with a rep today I was lied to and told now their policy is 10 business days. BOOKING REF [redacted] . Purchaser [redacted], Traveler [redacted]Desired Settlement: Immediate Refund

Business

Response:

Dear [redacted]

Please be advised ID#[redacted] made a reservation with full payment on ** June 2013. Passenger proceeded to cancel reservation on ** June 2013. Full refund as requested actioned on ** June 2013.

My apologies on the delay to advise you of this past refund.

British Airways Customer Relations

Review: We booked a family trip to [redacted] using points out booking reference for the outbound flight is [redacted], for the return flight my wife and I are under booking reference [redacted] my daughter [redacted] is under booking reference [redacted], My * year old son [redacted] was under booking reference [redacted].

the tickets were booked a couple of months ago and today inexplicably I learned that [redacted] return ticket was canceled. I called BA and have been on the phone with them for over an hour and they refuse to reinstate his ticket!! I believe it is against the law to cancel a ticket without authorization and without informing the passenger.Desired Settlement: I want [redacted]'s ticket to be immediately reinstated

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: Dec. [redacted] flight Aus to LHR. I had a reservation in economy and my seat was an aisle seat 31H in a 3 seat row.

At checked-in at the Austin, Tx airport, I asked the BA rep if there was a window or aisle seat on a 2 seat row in world travel plus because I wanted to be more comfortable. The BA rep. said that there was only one aisle seat available in a two seat row and said it was $355. Because I was told specifically it was a seat on a 2 seat row, I paid the $355 with my credit card.

I boarded the plane and I was directed to the right of the plane. I sat in my 2 seat row aisle seat till a passenger came in and told me it was his seat. I looked at my boarding pass and I was in fact at 24G in a 4 seat row. Worse than my economy seat! I was shocked because I specifically paid $355 to be more comfortable and not to be in a worse seat that my economy seat. I told one of the cabin crew the issue. He said he had to talk to his manager [redacted] to seat me somewhere else. Despite my request to talk to [redacted] during this whole ordeal, [redacted] never came once to talk to me. And the staff was really rude during this entire ordeal and consequently through the flight. So the cabin crew came back after talking to [redacted] and said they could not move me because there was no seats available in world plus. I told them I did not mind going back to my original economy seat. They said my seat was sold already. I told them then that I was willing to pay the difference to get a seat I liked in club World/business.

Until that point it was only one person that messed up at check-in but the following is when the unfair treatment and discriminatory practices by BA crew started. The cabin crew told me that It was British Airways policy not to upgrade a passenger from one cabin to another in flight. Later when we had taken off already, the cabin crew told me that another passenger was willing to move and give me his seat at 21K. I was specifically told a few minutes before that BA policy does not allow to upgrade a passenger in flight so you'll understand my surprise when this man didn't switch seat with me but was moved to the club world/business cabin. When I asked the cabin crew why they had no problem moving a man to business class when they told me they could not upgrade me because it was BA policy, he responded this passenger had a higher BA reward status!! What in the world would you discriminate among your passengers? And apply discriminatory policies??

I felt I was treated unfairly and discriminatorily by BA crew during this incident and during the rest of the flight because of my non-reward status but also because I was a woman. And I felt sick to my stomach by how I was unfairly treated.

I faced the blunt discriminations by BA staff on board. The cabin crew could have easily mitigated the situation but decided to make it very uncomfortable and discriminatory. I was told they could not put me in business (even though I offered to pay the difference) because BA policy said you may not upgrade a passenger from one cabin to another but then cabin crew proceeded to move another passenger from world traveler plus to business so I could take his seat. This is ludicrous! You cannot have one policy for one passenger and disregard it for another passenger! And [redacted], the cabin crew manager, did not even take 5 mins to mitigate the situation. I've never been treated so badly.Desired Settlement: Refund $355 for the "upgrade"

Business

Response:

The following email was sent to [redacted] on **Jan16:[redacted]

Dear Ms [redacted]We've been contacted by the Revdex.com regarding the problems you had with the seat you purchased on board your flight from Austin on ** December.It seems the problems started when you purchased an upgrade to World Traveller Plus, on the understanding you would be given an aisle or window seat on a two seated row. Although you were told this would be possible and you sat on a two row aisle seat once you boarded, shortly after you were asked to move by a gentleman who claimed you were sitting in his seat. It wasn't until you checked your boarding pass did it become apparent that you'd actually been given 24G, which is an aisle seat in a four seated row.I appreciate your reasons behind why you wanted to upgrade and I'm very sorry you weren't given the seat you'd requested. However what I'm struggling to understand is how you came to initially sit in an aisle seat on a two seated row if your boarding pass clearly stated your seat was not one of these?I've been in contact with [redacted] who was the Cabin Service Manager you spoke with on your flight. [redacted] has acknowledged the problems you had on board and understands why you were so disappointed. Given how upset you were, [redacted] did his best to try and accommodate your preference. [redacted]'s colleagues asked several customers if they were willing to move after take-off, however this wasn't something the customers were willing to do as it was a full flight and many customers were travelling together. The only other option [redacted] had, after consulting the crew, was to ask a Gold member of our Executive Club who was in 21K, which is a window seat in a two seated row, if he'd be willing to move to Club World, so you could have the seat you'd requested and purchased. I noted in your email you claim you asked to upgrade to Club World yourself, and you even offered to pay to arrange this, however this offer was rejected. The reason for this is because we no longer allow passengers to pay for upgrades on board. This is due to instances in the past where customers have complained they haven't got the full Club World service they'd purchased ie: lack of onboard catering. I can assure you [redacted] acted, in what he believed, was the best and quickest way to prevent further delaying the service on board. In no way was this discriminative toward you.Although this whole situation must have been very stressful and upsetting for you and I really am very sorry, the outcome of this was you were able to sit in the seat you had purchased. As a result, it's with regret we cannot offer the refund you've requested. I'm sorry.Thanks for bring this matter to our attention via the Revdex.com, and for giving me the opportunity to respond. Should you have any further questions or queries regarding this matter, please don't hesitate to contact us again. Best regards Michael W[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]

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:

1) I never spoke to Mr. Y* despite my numerous attempts to do so. He bluntly ignored my requests which for a customer care manager is pretty unprofessional.2) I was lie to by the cabin staff when told no one could be moved to an upgraded cabin. If the cabin staff was not bale to upgrade anyone then why put other passenger in World Club. It doesn't matter if he's an Executive Club gold member or not. Policies are policies or just do not lie to your passengers about policies then.3) I was talked very condescendingly and derogatorily by the cabin staff, being asked why I did not want to stay in an aisle seat in a 4 row seats. If seating is so not important why is BA charging its customers for "better seats?" I was in a aisle seat in a 3 row seat in economy and I paid $355 to be upgraded in a aisle seat in a 2 seat row in Travel Plus. I even asked if I couldn't get the seat I requested I asked to go back to my original economy seat. Of course I was told I could not go back in economy.4) I was put in a terrible position by BA crew staff having to justify a mistake made by BA check-in personnel. I was talked down by BA personnel. I was never heard by My. Y* despite what he's asserting now. I was lied to. I do not know how Mr. Y* and his colleagues could have handled this situation even more poorly. 5) Correcting a wrong with another wrong does not make it right. I am requesting compensation for this entire ordeal.

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

Sincerely,

Review: January of 2015 I booked and paid for a flight. I than added on my infant daughter to fly in my lap. The price was$597 plus another $70 for her. My seat was also assigned. June *, the day of departure. I was told that my baby's reservation had been cancelled, that they tried to contact me, but couldn't. So, if I wantd to take the baby on the flight, I had to pay $279 for her ticket, plus $45 in tax. And, that my seat was taken away, for no reason, but if I wanted it back, which I did because with an infant, as aisle seat is necessary, that I had to pay another $70. In total, I paid an extra $324 for the baby, and another $70 for my original seat. The airline, who I comtaced apologized, basically said it was my fault that I didn't know they cancelled the baby's reservation and refuse to refund me. In good faith, I should be credited the $70 for my seat, plus the money I paid on June [redacted] for the baby's day, minus the cost of what her ticket cost in January, which was about $70. And, after all was said and done, they destroyed my stroller, were negligent towards my belongings and rude to me, on the day of departure. I paid another $100 for a stroller because an infant can not stay in a stroller soaking wet and smelling noxious.Desired Settlement: $70 for the seat reservation of my seat, which was already assigned but taken away for no reason, only to charge me again.

Plus $254 for the baby's ticket. I deducted the $70 which is the original price of the ticket for when I booked. June [redacted] I paid $324 for her instead of $70.

Plus $100 for the replacement stroller, even though the original cost over $300 and is part of a trio set that can no longer be used.

Business

Response:

The following emails were sent to [redacted] on [redacted] & [redacted]:**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]Further to your correspondence with The Revdex.com, I've reviewed your complaint again. I'm sorry to hear that there was a problem with the ticket you'd booked for your daughter to travel with you from Venice to Philadelphia on * June. I also apologise that your daughter's stroller was wet when you received it on arrival.I've looked at both your and your daughter's reservations that were made through British Airways. I can see that you made your own booking through a travel agent. Although your tickets were issued by British Airways, your flight was a codeshare with [redacted]. This means that it was operated by [redacted], but had both a British Airways and [redacted] flight number.In your reservation I can see that your travel agent called us on ** and ** January to make a booking for your daughter, but we advised that they would need to check with [redacted] about their policy for issuing tickets for infants. On ** January we made a new booking for your daughter for a return journey from Venice to Philadelphia. Our records show that we gained authorisation on your credit card for payment of $144.32. However when we sent your daughter's booking for her ticket to be issued we were unable to do this. At this stage the payment was reversed and no funds were debited from your account.We did try to call you on ** January to let you know the situation, and that you would need to contact [redacted] directly to book your daughter's ticket. I'm sorry that we didn't make a further attempt to call you or your travel agent, or send you an email. I can only imagine how upsetting it was when you arrived at the airport on the day of travel to find your daughter didn't have a ticket.I am happy to reimburse the difference between the $144.32 that British Airways originally authorised, and the new price of $324.49 that you paid to US Airways. Unfortunately we can't credit the funds directly to your card but I can arrange a bank transfer for $180.17. Please reply to my email by using the blue link below to advise me the following details:Bank name Branch name Routing number (9 digits - please provide the paper and electronic sort code) Account number (1-20 digits) You can send us your information by fax to [redacted] or email using the link below. You’re welcome to send more than one email if you’re concerned about giving us all your details at the same time. Please remember to include your Customer Relations reference number if you decide to fax us. You mention that you had to pay an extra $70.00 for a new seat assignment, and would also like this amount to be refunded. As this was charged by US Airways, you will need to contact them directly to request a refund.While I do appreciate how distressed you were when you received your daughter's stroller and this was wet, I'm afraid we can't reimburse for the cost of the new one you had to buy. This is because, in line with the Montreal Convention, any items that have been damaged within the airline's care would need to be reported to us within seven days of you receiving them. I'm unable to find any damage report with either British Airways or [redacted] for your daughter's stroller, so I'm afraid that we can't pay your claim for this. I know this will be disappointing.Please accept my apologies once again for everything that happened. I do hope that I've gone some way to restoring your faith in British Airways and that we'll be able to welcome you and your daughter on board one of our flights again in the future. I look forward to hearing from you with your bank details so that I can arrange your transfer as soon as possible.Best regardsNicola Do[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]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.[redacted]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]Thanks for your email and for including your bank details.I've arranged a bank transfer for $180.17 and the funds will show in your Members 1st [redacted] account within five working days.I do hope you and your family will choose to fly with British Airways again in the future. If there's anything else I can help with, please let me know. Best regardsNicola Do[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]This email was sent to you by [redacted]

Review: Essential Information:

Booking Number: [redacted]

Flight Date: January **, 2015

Flight Number: [redacted]

Customer Service Case ID: [redacted]

My mother and I flew British Airways from Austin, TX (AUS) to London Heathrow (LHR) on January **, 2015. Our booking number was [redacted] and our flight number was [redacted]. I purchased each of us a $75 seat upgrade for the flight. When we boarded the flight, the British Airways representatives printed me a new boarding pass with a different seat number (non-premium seat), because the upgraded seat that I paid for was roped off because its entertainment console was broken. I did not get to sit in the upgraded seat that I paid for, and the crew assured me that I could call Customer Service for a refund.

I first called Customer Service on February *, and was told that I had to submit my request for a refund electronically. So, I did that the same day and received an email confirmation of my request, and I was given a Case ID number: [redacted].

I received another email on February [redacted] saying that my request had been passed along to the Refunds Department.

I called Customer Service on April [redacted], because I had still not received a refund for the seat. I was assured that the Refunds Department would reach out to me within 10 days. I spoke to a [redacted] and told him that I had already waited over two months. He also assured me that I would be contacted within 10 days.

It has been 10 days since then and two and a half months since I first put in my request for a refund. I have still not been contacted or issued a refund.Desired Settlement: I need a $75 refund onto my credit card for the seat upgrade that I didn't receive.

Business

Response:

The following email was sent to [redacted] on **May15:**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'm sorry to hear your seat was changed when you travelled to London Heathrow on ** January. I realise this must have been disappointing, especially as you paid to select your seat. Please accept my apologies for the delay in contacting you. We know being able to choose your seat is an important part of your journey, so you can make sure you’re comfortable when you’re in the air. However, as there was a fault with the in-flight entertainment that could not be repaired quickly, we needed to change your seat. I can appreciate this doesn’t change how disappointing it is when it happens. I've contacted our Refunds team and requested they arrange a refund of the payment you made for your seats. They've confirmed that a refund of $150.00 has been processed, this will be returned to the original form of payment. Please allow at least one full billing cycle for the credit to be posted to your account.Thanks again for taking the time to contact us. I do hope we can welcome you on board in the near future. Please feel free to respond using the blue link below, if I can help with anything else. Best regards[redacted]Your case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:[redacted]

Review: In 2013, I bought a roundtrip ticket from Tunisia to Tampa for about 1,500 Tunisian Dinars. I used the Tunisia to Tampa portion of the ticket and my return was on May 2014 from Tampa to Tunisia. When I tried to confirm my return, I found out that that one segment of the Ticket was canceled ny British Airways. I called British Airways and they told me that there are no more filights from the UK to Tunisia so my itenairy stops in the UK (from Tampa to the UK and UK to Tunisia was canceled). British Airways stated that they canceled all their flights to Tunisia and they promised that they will to try to find an alternative airline that will take me from the UK to Tunisia. I waited and called with no success until my flight date was passed. I explained to them that there are other airlines that go from the UK to Tunisia and they should find me a seat in one of those flight. British airlines told me that they are not affiliated with those airline which I don't think it was part of my problem as they decide to sell tickets to passemgers and they decided to cancel these passengers tickets ( they explained that for example British Airways is affiliated with Americain Airlines but they are not affliated with Delta Airline). If a company changes their route service after selling tickets then it should not be the costumer problem to pray and hope that the the company that canceled the flight have another affliated company that will do the same route. Even if they don't have an affliated company that has the same route, they should be able to provide us with a non affliated company that will take us to the destination that we originally purchased. I know that a non affliated company might cost them some money but its the risk of doing business and it's the price to pay (I am sure that they won't go bankrupcy from paying few bucks extra for the final route) when you sell tickets and then cancel your route without informing your clients. I got tired of calling them and every time they tell me that they can't do anything. I could not go back home to visit my family this summer because the whole issue started when I tried to confirm my return date and I was not expecting this issue. They offered me a refund which was ridiculous compared to the price of the flight tickets from Tampa to Tunisia. Then they tried to offer me $40 for the portion of the ticket from the UK to Tunisia (this is the portion that they canceled) and they asked me to get my own one way ticket with another airlines from the UK to Tunisia and when I checket the prices of one way tickets from the UK to Tunisia, they were about $400. Until now, British Airways could never give me a fair alternative for selling me a ticket and canceling their route, they would not offer me a fair refund that will allow me to buy a one way ticket from Tampa to Tunisia or from the UK to Tunisia. It is illegal to sell tickets and not provide the terms and conditions of the tickets and to not even want to give us a fair alternative.Desired Settlement: Fair Exchange or Fair Refund

Either they honor my Tampa to the UK route and give a ticket from the UK to Tunisia (wether it's with an affliated provider with BA or not)

Or Give me a refund for my Tampa to Tunisia route under the current summer one way route so I can buy a one way route with another airlines.

Business

Response:

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

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 hasn't yet been resolved I will wait for BA to do their investigation and come up with a resolution to this matter.

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 will wait for British Airways investigation and a resolution in order to close this case

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

Sincerely,

Business

Response:

The following email was sent to [redacted] on **Dec14:[redacted] Dear [redacted]Revdex.com complaint ref: [redacted]I was very sorry to hear about the cancellation of your flight from London Heathrow to Tunis on ** May 2014 and the disruption this caused to your travel plans. Following contact from the Revdex.com, we have reviewed your case again. Please accept my apologies for the delay in my response.I am sorry that your travel plans were disrupted by the change to our schedule. I know when we have to make these changes it is very frustrating for our customers, who rely on us for a particular route and timing. We did notify you as soon as possible about the withdrawal of our flights to Tunis. This was done via email and text message on ** August 2013. I am sorry if you did not read this message before your outbound travel commenced. Unfortunately, there are times when we do have to make alterations to our timetables between the date of publication and the date you actually travel. Due to this our 'Conditions of Carriage' state that we do not guarantee these flight times to you, and they do not form part of your contract of carriage with us. However, when we do cancel a flight we provide the following remedies in our 'Conditions of Carriage,' 9a) Schedules:Remedy 1We will carry you as soon as we can to the destination shown on your ticket on another of our scheduled services on which a seat is available in the class of service for which you have paid the fare. If we do this, we will not charge you extra and where necessary, will extend the validity period of your ticket.Remedy 2We will carry you to the destination shown on your ticket in the class of service for which you have paid the fare at a later date at your convenience and within the validity period of your ticket on another of our scheduled services on which a seat is available. If we do this, we will not charge you extra.Remedy 3We will give or obtain for you an involuntary fare refund.Unfortunately, we were unable to rebook you on to any of our scheduled services to get you to your destination. I understand how disappointing this must have been. I am sorry.I can see from our records that you requested a refund of the unused portion of your ticket. So that we can arrange this, please provide the following information:The fastest and most secure way to settle your claim is by bank transfer to an American account. I will be happy to arrange this for you. Please provide the following information so I can set up your US bank transfer:Bank name Branch name Routing number (9 digits - please provide the paper and electronic sort code) Account number (1-20 digits)You can email your information to us, or send a fax to [redacted]. You are welcome to send more than one document if you are concerned about providing all your information at the same time. Please remember to include your Customer Relations reference number if you decide to send your information by fax.Thank you for getting in touch and for giving me an opportunity to respond. I know this is not the news you hoped for, but I hope I have managed to explain things more clearly. I hope this will not deter you from flying with us again in the future. Best regards [redacted]

Review: We reserverd airline tickets for 4 passengers on 6/**/14 on line at British Airways with reference # [redacted] for $5,667.92. Soon after the reservation confirmation email, Britich Airways sent us another email stating that there was an error in an earlier email and to disregard it since it was based on an incorrect promotion

We reserved tha same tickets again on 6/**/14 for the same passengers on the same flight assuming that the initial booking did not go through successfully given the second email and no charge on the credit card on that day. The reference # for this booking is [redacted] for a cost of $5,897.56 (this is more than the initial reservation!)

When we received our credit card statements, we see a charge for both bookings! We did not check the credit card balance after the inital check after the first reservation where it did not show up

The only reason we made the second reservation was due to the confusing email that was sent to us from Britiah Airways. There is no reason for us to make the same booking (at a higher price!!) if we knew that the initial booking went through successfully!

When we contacted them on the phone, they agreed to give us a credit for the second booking for a flight at a later date. However, they want to charge us a change fee of $300 per passenger! That is $1,200 !!

We not canceling the travel? British Airways double booked our tickets on the same flight. How can we travel twice on the same flight on the same date? We would never have booked the reservation the second time had it not been for the email sent out by British AirwaysDesired Settlement: If British Airways is not willing to refund the money for the duplicate booking, we request a credit for the entire amount valid for a future booking that can be made by us on-line.

Consumer

Response:

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

Sincerely,

Business

Response:

(ID# [redacted])

Dea[redacted]

We are having trouble with the link to Revdex.com, so I am sending this email instead.

I have spoken to [redacted] and it was determined that he had difficulty when booking on ba.com and did not realize that his booking was booked twice until he received his credit card statement.

We will refund the booking he does not want and re-deposit the Avios to his wife's account. [redacted] is happy with this solution.

Thank you for bringing our [redacted]'s concerns to our attention.

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:

This is with regard to the case ID #[redacted]. I was happy about the solution [redacted] from British Airways had provided. However we haven't received the refund and it's been more than 3 weeks now. We have tried to contact [redacted] via email with no response. The telephone number provided by her is no longer in service. ([redacted] ext [redacted]) The new number that it refers you to is always busy. We would like to reopen this case since it still isn't resolved. I'm attaching all the details below. [redacted] ID #[redacted]. Dear [redacted] We are having trouble with the link to Revdex.com, so I am sending this email instead. I have spoken to [redacted] and it was determined that he had difficulty when booking on ba.com and did not realize that his booking was booked twice until he received his credit card statement. We will refund the booking he does not want and re-deposit the Avios to his wife's account. [redacted] is happy with this solution. Thank you for bringing our [redacted]'s concerns to our attention. Sincerely [redacted] British Airways Customer Relations Your case reference is:[redacted]

Desired Outcome: Refund the money as stated earlier by British Airways

Sincerely,

Business

Response:

[redacted] spoke with [redacted] on **Nov14. See below remarks:

I explained that his dupe booking is not a BA error and that we cannot refund his tickets on [redacted] as the tickets are non-refundable - suggested he call our call center and see if he rebooks for travel later on for 2015 what the change fee would be so he would not lose the money spent on this booking - If he decides to cancel he needs to cancel on line the booking would go to our Refunds team - He would only get back some of the taxes and I could offer him as a goodwill gesture USD500 each eVoucher (total USD2000 for the family). He has my direct number and I asked him to call me if he decides he is going to cancel the booking.

Review: Good day,

I am in a difficullt situation as I have been trying to return to Europe for a while but British Airways CANCELLED my eastbound ticket for some unknown reason. They acknowledged that the error was on their part, however they refuse to fix their own mistake. They simply state that they cannot do anything as my file had been archived (by them).

They also suggest I buy another ticket and TRY to be reimbursed upon my returning to Europe.

I cannot afford another flight ticket : I have been unemployment for the past 2 years and have no financial income whatsoever. I have lived off my retirement savings which are nearing ZERO. Thus my last attempt at a resolution to my issue with British Air.

My original reservations were booked as follows on Opodo (internet travel website). The problem was generated by British Air, however. Opodo had no part in it at this point.

Departure: April *, 2014 Geneva to BWI

Return: April **, 2014 Philadelphia to Geneva

Please find below my last written attempt at solving the situation created by British Airways. AFTER A FEW WEEKS OF SILENCE ON THEIR PART, I AM NOW DECIDING TO FILE A FORMAL COMPLAINT WITH YOU, the Revdex.com..

Subject: Complaint with British Airways - Case number #[redacted]

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

Ladies and Gents,

Despite my various attempts to make a reservation to fly back to Geneva, your agents could NOT locate my file.

Many phone calls, transfers to agents, disconnected calls did not solve anything. Promises to have someone call me did not materialize. Then, your message of July * @ 07h10 EST suggested I contact my local Reservation Centre on ###-###-####. I had already called them several times, to no avail. They could not locate my file, either.

One agent then suggested I contact Customer Relations. My calls were automatically transferred to a voice messaging system that indicated a 24 hours turnaround time for someone to get back to me. It took them (no less than) 5 days.

I had so far spent upwards of 8 hours, trying to find someone at British Airways who would take ownership of the problem that THEY had created.

My case number [redacted] will indicate that when I finally spoke with a lady from Customer Relations, she recognized that my PHL-GVA ticket being cancelled was an error on British Airways' part, and that it had consequently been archived. She did not, however, accommodate my plight to recover it. She simply said I should BUY a new one on my funds, and then TRY to get reimbursed.

My problem is, I can't afford it, having been unemployed for the past 2 years and not having enough funds on my account to cover the extra expense.

I had received a complimentary ticket from high ranking officers of the [redacted]s to allow me a visit to my son who is fighting [redacted]. That was an emergency situation.

I am appalled at the way British Air handles its OWN errors, that is, with absolutely NO consideration as to the additional hardhsip it has brought to my life.

I am used to the excellent US customer service where the customer is always right. I wish British Airways would treat their customers with more consideration..

May I hope to receive a phone call from you at your earliest convenience on my cell # ###-###-#### ?

Please also consider that I needed to return to Geneva before my French visa (ESTA) expired. This latter was granted for 90 days, However, because my case was unresolved within the alloted time, I had then to deal with the immigration services...

May I ask you to apply proper attention to my request? Should you not, I am afraid my only recourse at that point would be to file a complaint with the Revdex.com and/or my lawyer.

After all,

all I ask is that British Air restitute my OPEN RETURN TICKET TO EUROPE.

Thanking you in advance for your consideration to my request,

Best Regards,

###-###-####

.....................

Please note:

1/

GENEVA was my original destination however, since I no longer have a house to go back to now, I would need a return to either NICE or MARSEILLE.

2/

As a reminder, about my original ticket with an OPEN return to Geneva, valid until the end of MARCH 2015 :

That statement was repeated several times by your British Air agent on April **, 014 when I called to modify my flight due to illness (bedridden and contagious). Several high ranking officers of the [redacted]s were present at the time of the call that was on a loud speaker.Desired Settlement: I am respectfully requesting that British Air

1/

restitute my open return ticket to Europe.

Please note: GENEVA was my original destination however, since I no longer have a house to go back to now, I would need a return to either NICE or MARSEILLE.

2/

Some compensation or additional ticket(s), considering the extreme stress I have been put through because of British Air mistake and the lack of consideration with which they handled my file.

The compensation also would address the additional time I have spent in the US, with no money, no car, medical care (that I so much need), but with much anxiety about HOW I would manage to return to Europe, dealing with the immigration services, trying to figure some solutions with my son who is very SICK. etc...

3/

I would appreciate an apology

Business

Response:

Dear [redacted]

Thank you for contacting us about the unused portion of your ticket. I was

concerned to hear you were not able to use the return portion of your ticket due

to illness.

We offer a range of fares on British Airways flights and some tickets have

restrictions on refunds and changes.

I regret any misunderstand regarding the use of return portion of your

ticket. Our staff attempted to assist you in extending your ticket, but our

records do not indicate you ever contacted us to use the ticket within its

validity, so the unused portion was refunded. The ticket no longer has any

value towards travel.

Our records indicate you mentioned you had travel insurance. Please contact

them to see if you may have any coverage for this type of situation.

Having said the above, as a gesture of goodwill, I would like to offer you

an eVoucher for USD250. Please accept this with my compliments.

Your eVoucher details

eVoucher number: [redacted]

eVoucher surname: [redacted]

Value: USD250

Expiry: **/September/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:

Yours Sincerely

British Airways Customer Relations

Review: I purchased 4 tickets for me and my family from Austin TX to Johannesburg South Africa on March [redacted] for a total of $7867 for travel on June [redacted]. See booking below. We have two small daughters I and contacted British Airways to reserve seats so we can sit together as a family. My daughters cannot sit separate from us on 10h and 12h international flights. British Airways wanted to charge us $640 to reserve the seats together. This is totally unacceptable.

Confirmation numbers British Airways [redacted] 06/**/2014 - Departure 1 stop Total travel time: 31 h 55 m

custom air icon Austin London 9 h 15 m

AUS 6:10pm LHR 9:25am +1 day

Terminal 5

British Airways 190

Economy/Coach (N) | Confirm seats with the airline *

Layover: 11 h 55 m

custom air icon London Johannesburg 10 h 45 m

LHR 9:20pm

Terminal 5

JNB 9:05am +1 day

Terminal A

(Arrives on 06/**/2014)

British Airways 57

Economy/Coach (N) | Confirm seats with the airline *

07/**/2014 - Return 1 stop Total travel time: 26 h 10 m

custom air icon Johannesburg London 11 h 5 m

JNB 8:55pm

Terminal A

LHR 7:00am +1 day

Terminal 5

British Airways 54

Economy/Coach (N) | Confirm seats with the airline *

Layover: 4 h 55 m

custom air icon London Austin 10 h 10 m

LHR 11:55am

Terminal 5

AUS 4:05pm (Arrives on 07/**/2014)

British Airways 191

Economy/Coach (N) | Confirm seats with the airline *Desired Settlement: I request a full refund for the tickets so that I can fly with another airline that will allow reserved seating without charging extortion fees.

Business

Response:

Dear [redacted]

Thank you for your email dated March **, 2014.

I am sorry you were disappointed and not aware of our pre-paid

seating policies.

We constantly review our service and have found that many of our

customers wanted to select their seats at the time of booking or

prior to their flight. In response, British Airways several years

ago launched a service to give our customers more control over their

seating options. Customers are now able to choose to pay for their

general seating any time from the time of booking. They can also

secure exit row seats between 4 and 10 days prior to travel.

We introduced a charge so that those choosing to use this additional

service were able to do so without passing on extra costs to those

who don’t. Seat selection is also available free of charge 24 hours

prior departure through online check-in, or at the airport on the day

of travel. For more details see the Manage My Booking section on

[redacted]

British Airways is committed to being a full service airline and

providing improvements to our service for our customers. However, in

the current economic climate we have also had to consider ways of

generating revenue and at the same time as listening to what our

passengers have asked for.

While I can understand your disappointment, I must advise you that if

you chose to cancel your tickets - the fare you purchased is

non-refundable and only government taxes will be refunded.

I have reviewed your travel records and I contacted our call center

and had them link both your bookings showing there are 4 passengers

traveling together. Our editing teams review the flights 24

hours prior to departure and do their best to have families sit

together, if you have not already done it online. Otherwise upon

check-in our agents will all possible to keep everyone together.

We set high standards for every aspect of the British Airways

service. So if a customer has been disappointed, as you clearly

were, we like to hear from them. You can be certain your comments

have been passed on to our product management team.

Thank you for you comments, I do hope you will continue to choose

British Airways in the future.

Sincerely

[redacted]

British Airways Customer Relations

Your case reference is[redacted]

Get the best from British Airways at [redacted]

Get the best from British Airways at [redacted]

This message is private and confidential and may also be legally privileged. If you have received this message in error, please email it back to the sender and immediately permanently delete it from your computer system. Please do not read, print, re-transmit, store or act in reliance on it or any attachments.

British Airways may monitor email traffic data and also the content of emails, where permitted by law, for the purposes of security and staff training and in order to prevent or detect unauthorised use of the British Airways email system.

Virus checking of emails (including attachments) is the responsibility of the recipient.

British Airways Plc is a public limited company registered in England and Wales. Registered number: [redacted]. Registered office: [redacted]

Additional terms and conditions are available on our website: [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:

After 6 weeks BA responded and only because I filed a Revdex.com complaint. The BA reply is boiler plate reply stating that they regret that I don't understand the BA wants to extort $640 from me for having my family sit together on two long international flights. All other airlines accommodate families ahead of time. I cannot risk that my two small daughters sit away from me and my wife.

I want a full refund so that I can purchase a ticket from a family friendly airline.

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 email reply dated May **.

I can certainly understand your concern and I am sorry you are unhappy with my response. Most passengers choose not to pre-pay for seating and will wait to go online within 24 hours of their flight or get seats at the airport the day of departure. Families traveling together are a big part of our business and knowing how important it is to sit together is not something we take lightly.

As I mentioned in my previous email we will do all possible to keep your family together when you travel. Your travel records have been linked and we will contact our editing team closer to your departure date to arrange for seating.

If you do decide to cancel your booking - according to the rules of the fare you agreed to your tickets are non-refundable and so there will be no fare refund. You will be entitled to a refund of taxes only.

I know that this must be disappointing but I hope I have managed to explain the background. Thank you for giving me the opportunity to respond. We look forward to welcoming you and your family on board our flights on June **.

Review: Attn. Revdex.com

Re: [redacted]Ticket purchase with British Airways

I would like to share with you a dissatisfaction and disappointment I have with British Airways Airlines. I acknowledge their headquarter is in United Kingdom; however, I made a purchase in USA and they should be liable under this country regulations.

On October [redacted]2013, I purchase a ticket with the mentioned airlines to make a trip to India for $1,474.29. I had healthy issues and after medical recommendations I decided to cancel this trip. My physician [redacted] issued a letter explaining the reasons of my cancelations because my actual cardiac conditions will place me in high risk patient type.

I tried to cancel my trip over the phone; however, I followed all instructions I received from customer service to obtain either a refund or ticket credit. After I process the refund online, at no time I was notify of the total refund I should receive. After submitting all online requirements and send my request, I received an email confirmation of my booking cancellation. My surprise was that few days later I received another email that my refund was for $212.29. This is not accurate with the information I received from their customer services initially. Otherwise, I would process a ticket credit to make the trip within a one year calendar.Desired Settlement: I am writing you too ask for your mediation. You are my last resource to prevent involving a legal team to file a law suit. I will continue until I obtain justice. Other airlines may give you ticket credit, full refund or a refund with penalties not exceeding 10% of the total price. I feel that I was misinformed by their customer service and that there is a glitch between their communications.

I am just asking for what is fair under our country’s law.

Review: I purchased a airline ticket through [redacted] to hyderabad india, the airline confirmation number British Airways: [redacted], I had to change my reservation due to personal reasons. I purchased the ticket on august **, 2013. I called priceline they said I can't make any changed beyond august **, 2014, as the validity of ticket is one year. I rescheduled one time they charged me before and rescheduled it before. But I am trying to go in november this year and priceline saying that I have to contact British airways, I called them they said I have to make my travel before august **, 2014 otherwise the ticket will be forfeited. I asked them to provide the rules regarding this ticket they said they cannot do that. They said I can find it on [redacted]. When I purchased the ticket it no where mentioned the validity of the ticket is one year only and also I can not get refund or I cancel the ticket. I asked them to forward me the rules pertaining to my ticket but they said they can not do that. I tried to speak with [redacted] but the representative said her [redacted] is busy can not get hold of, she is saying since I purchased through priceline I have to contact priceline only they have to do changes, I call priceline they are saying it is british airways they have to do changes. I am extremely disappointed with their unfair business practices and would like to have refund of my ticket, since it said no where that the validity of ticket is one year, I tried to book one more ticket through [redacted] but it is no where saying that rule anywhere. I tried to contact the customer relations in Jamaica but the call is going to India and they are not helping much. I really need your help in this matter, I already spent 2000 dollars on my ticket my journey supposed to start on May [redacted]. Please help me.Desired Settlement: Please help me to get refund as I am disappointed with British airways.

Business

Response:

Thank you for your email.

We do understand there are times when, often for good reason, customers need to change their tickets. I have checked your ticket and I am afraid since travel has not comenced, you must contact your travel agency regarding changes you want to make to your ticket under the terms and conditions of the ticket you purchased from them.

It is the travel agency's responsibility to make you aware of the terms and conditions of the ticket you are going to purchase. This is usually done online when you click on the box that states you have read and agreed to the terms and conditions of your ticket.

The one year validity is a standard rule of airline tickets and would have been advised to you in the terms and conditions of your ticket.

When you book your tickets and you are absolutely sure of your plans, then we do have some very good value fares. But these often have restrictions on making changes and refunds. So, if there is ever any doubt about your plans or the time you need to fly, it may suit you better to buy one of our more flexible tickets.

I appreciate this is not the answer you were hoping for. I am sorry not to be able to help you more on this occasion.

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:

the travel agent tried to resolve the issue by changing reservation but it is you British airways not allowing any changes, I never had this problem with lufthansa, emirates, air india and I dont know why you are so special, you should refund my ticket or change the reservation to november 2014, anyway I never let anyone buy british airways ever, I recorded the conversation with your customer service and posted online so no one use ba ever

[Your Answer Here]

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

Sincerely,

Consumer

Response:

When I purchased the ticket it no where stated that the ticket is going to be valid only for one year, I tried to book on the website of priceline it did not say that, any where, I am not aware of that condition, had I known, I would have not purchased it. These are important conditions and they need to start putting them before purchase the ticket rather than clicking to understand the conditions, where do I complain to make airlines put those rules regarding cancellation, like when you go to ATM it does tell you they are going to charge, it was made successful after several consumers complained about hidden charges. I would like to complain about that.

Thanks

Review: I purchased a one way ticket on British Airways departing from SAT to CDG on August [redacted] from a company called [redacted]. I contacted this company on August [redacted] to inform them that I needed to change my ticket, NOT refund it. I understand the ticket is not refundable, I never asked for a refund. I specifically asked for my ticket's departure date to be changed from Thursday the [redacted] to Thursday the [redacted].

Since they correspond completely by email, I also contacted British Airways directly but they refused to talk to me, citing it all had to be done through [redacted]. Even though they kept brushing me off, I contacted them five times to let them know I would not be on that flight). I contacted British Airways numerous times because I did not trust [redacted] and I wanted them to be aware that I would not be on that flight just in a case they tried to say I never informed them of my plans.

I was getting no response from the company and I had a feeling that I was getting the run around. I just knew that this whole "only communicate by email" "cannot speak to British Airways" was going to be a big problem and the company was going to pretend like they never received my email. I even contacted [redacted] the insurance company regarding this ticket. They knew that I wasn't going to be on this flight.

Both, the airline and the travel agency were made aware over 24 hours before my flight that I would not be on it. The travel insurance company knew. Everyone knew that I needed a new date because I was not going to be on it. Because I knew that if I did not make contact more than 12 hours before the flight to cancel, that I would lose my money all together because I had been though the whole airlines "no show" policy so believe me I am a much more cautious flyer and try to cover all of my bases when it comes to airfare.

Finally on the [redacted] (the day of my flight) when I had still not heard back from the travel agency with regards to the last email I sent the night of the [redacted] letting them know that I needed that change date for the ticket, I emailed them asking why I had not heard back. They emailed me at 2:20am on the [redacted] informing me that my ticket has zero value and that I would be unable to change it because I had not informed them that I was canceling the booking.

I went back and forth with the company before they just agreed to drag their feet and wait for Revdex.com to contact them. When I got no resolution from them I went to Beitish Airways Customer Relations to plead with them to do something. After all I am flying on their plane, they received something monetary from that agency to allow me on the plane, surely they have some control over their own tickets? But they still refuse to help acting as if they have no control whatsoever over the situation.

I was more than willing to pay the overinflated change fee price of $450, but this has crossed the line at this point. I have now lost $742.99 because the ticket has zero value. Basically I gave them that money for doing nothing. I have no way of returning home and no money to buy a new ticket with.

I believe that I gave both British Airways and [redacted] ample notice that I could not make the flight. Even though British Airways refused to speak to me, I still made sure to call them numerous times to let them know. There is no reason I should have received a no show, and there is no reason I should have lost that ticket/money.Desired Settlement: I want to be put onto another flight gratis. I paid for an airline ticket, I never asked for a refund, there is no reason I could not be out on another flight and there is no reason BA couldn't perform that function. THEY own their airlines, not [redacted].

Business

Response:

Revdex.com REF:[redacted]

Dear [redacted]

I would like to first of all apologise for the delay in our response. We

have also been contacted by the US Department of Transportation on your behalf

and will send them a copy of our reply.

Thank you very much for having contacted us regarding your ticket to

Paris for travel on August **, 2014. My condolences on the

passing of your father. I'm sorry to hear that you were highly

dissatisfied with the way your request to change your flight was handled and

that you feel we did not do enough to assist you with your request.

We do understand that there are times when, often

for good reason, our customers need to change their tickets. All tickets prior

to being offered are filed with fare rules and regulations that govern the

ticket. Often times most tickets have restrictions on making changes. Please let me explain our policy.

If a customer arranges travel directly with British Airways and

subsequently needs to make a change to their reservation, we will always

endeavour to assist. When a travel agency has done the reservations and

ticketing, any requests for changes or refunds must be made to that agent.

British Airways is unable to intervene.

The fare that you purchased was privately

negotiated between the travel agency and British Airways Sales. When we display

your ticket we are unable to see the amount of the fare paid, only taxes and

fees therefore not having access to the original fare paid we are unable

to access the fare rules and regulations. There are different types of

negotiated fares sold by travel agencies however your ticket is subject to the

specific restrictions that the travel agency agreed to in order to be able to

sell these type of tickets and any amendments have to be actioned by your travel

agent which is why we referred you back to your travel agent.

Your travel agent did get in touch with us, and was advised that a

death certificate would be required, unfortunately we didn't receive any

documentation. When you buy a ticket, one of the conditions

is that you must take the flights as ticketed unless changes are made before the

departure of the flight. If you miss it for any reason, I am afraid all down

space on the ticket is automatically cancelled and the fare rules as negotiated

will apply. This is a common practice across all airlines.

I hope I managed to

sufficiently explain the background and hope that our reply won't deter you from

choosing British Airways again in the future.

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:

[Your Answer Here]

The business was informed BEFORE the flight and they failed to act, now my ticket is zero value. According to you there was nothing more I could do? I contacted you, I contacted them, whom was I supposed to contact? When the travel agency does nothing to rectify the situation, fails to act in a timely matter, whom do I go to?

You were clearly made aware of the situation before the flight, you admit to as much, so again why act like you had no idea? In order for me to no show it would have required me to have done nothing on my part. That's saying I didn't show up for the flight, I didn't make anyone aware. That is clearly not the case. I tired to do everything I possibly could. Should I have showed up at the airport and informed you in person? Is that the new rule to avoiding a no show?

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

Sincerely,

Business

Response:

The refund was processed by the agency, not BA. The refund is between her and the agent, and she needs to go back to her agent for further information.

Consumer

Response:

Much thanks to the Revdex.com for resolving this issue. Without your assistance a resolution would have never occurred.

Thanks.

Review: My flight was canceled without my knowledge and I was not reimbursed. This is totally unacceptable and I was told by two separate customer service agents that this is simply the policy. I was scheduled to come to the US to see my partner and for work I had to come earlier and I thus, didn't take his planned to departed trip to the US because, obviously, I was already in the US. I instead took the earlier flight for work. Now I am scheduled to go back and I couldn't check in and I was told I am no longer and the flight and have to book and pay for an entirely new flight. I was told this is the policy and this is a horrible policy. This is absolutely unacceptable.Desired Settlement: On a human level, this is a really bad policy. I want to be reimbursed 799.50 in dollars or 736.15 in euro.

Business

Response:

The following email was sent to [redacted] on **Jan16: **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]Further to our telephone conversation, please find your case reference beneath my name. I can confirm that we have now sent booking [redacted] to our Refunds team to check whether there is any refund of unused taxes due back to you. If there is, they'll issue the refund back to the original form of payment. As advised, the ticket you purchased is non refundable, therefore any refund of taxes will be minimal. As discussed, because you didn't take the outbound flight on your booking, the inbound flight was automatically cancelled. We clearly state in the Terms and Conditions that you agreed to at the time of purchase, that all flights must be taken in sequence. We want to make sure the service we offer our passengers is consistent and fair. Having policies in place helps us do this so it’s clear for our customers what they should expect from us and in turn, what we expect from them. Customer feedback gives us an idea of how to shape our policies, so we can make sure our business is as efficient as possible, but it also helps us to understand what works well for our customers. This ensures both our customers and our rights are protected.If you have anything else that you'd like to discuss, or if you'd like to provide any further feedback, please feel free to contact me using the blue link below my name. Best regards Sarah H[redacted]British Airways Social Media ExecutiveYour case reference is:[redacted]

Review: My Mom was booked on Flight BA 285 to SFO from Manchester (UK). There was a layover at LHR ( Heathrow) where being a Wheelchair borne senior citizen , the airline had to ensure that she is offloaded and boarded to the right flight again.The Airline did disembark her from the Manchester flight and left her at the BA terminal stating that they would be back for her when its time to board the connecting flight to SFO. Time passed and when my mom tried to ask help from the uniformed BA officials they were rude to her and didnt help, after much persuasion a BA agent came by and informed her that her connecting flight had left though she had checked in. She was left stranded at the airport for almost 8 hours without food or water, when she asked for water after over 5 hrs she was aked to pay for it. This is ridiculous, no empathy shown to a person who is suffering due to the airline's fault.

She is intimidated to fly alone now and is under shock. She never plans to travel alone, this is a huge problem for the whole family. BA needs to compensate for the problem they have caused, they damaged her enthusiasm and killed her confidence to fly alone.Desired Settlement: Settle by paying for somebody to fly with her for the rest of her life. Her confidence is shattered and expects somebody to assist her whenever she flies in and out of USA.

Business

Response:

We are waiting more information from our wheelchair provider at LHR and will respond once we have a reply from them.

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:

Hi There, The below message does not indicate if the issue has been resolved. They have reached out to the LHR airport authorities for an explanation, but I am not convinced that this would resolve the issue in any way. I am contracted with BA for the travel, whom they have contracted for transporting the wheel chair bound passengers is not my concern. My mom has faced hardship at the airport, BA needs to compensate for that. Thanks, [redacted]

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 to [redacted] on **Dec14:?Dear [redacted]I'm very sorry to hear your mother, [redacted], didn't receive the assistance you requested when she travelled with us to San Francisco on ** November. I understand when she was at Terminal 5 she was told the Assistance team would be back to collect her, but she was left on her own. Please also accept my apologies for the delay in our response.There have been changes to EU legislation (Regulation (EC) [redacted] where the care of our customers with reduced mobility is concerned. For countries within the EU, this service is now the responsibility of the airport authority. You still request extra assistance via your travel agent or the airline you booked with. The request is then passed to each airport involved and they'll arrange to meet your request.I sent your feedback to London Heathrow airport, so they could carry out a thorough investigation. Omniserv, the team who provide assistance at London Heathrow, have confirmed they were aware your mother needed assistance. The flight from Manchester, the BA1385, arrived at 08.55 on a remote stand and passengers left the aircraft using the aircraft steps and arrived at the domestic baggage hall by bus. [redacted] didn't wait for the High Lift and made her own way into the baggage reclaim area. This was past the point where connecting passengers should've gone as they couldn't go back. [redacted] was assisted from the Landside Host desk and back in through Heathrow security. It's unfortunate she didn't follow the correct route for connecting passengers, as this resulted in her missing flight BA285. She was then logged at the Terminal 5 Landside Host desk at 12.31 having been rebooked by British Airways on to the next flight BA287 at 15.00.Omniserv did provide assistance through Heathrow security right through to the Landside Host desk at 12.41. [redacted] was then assisted to the Lichfield Lounge where her arrival was logged at 13.03. The Lichfield Lounge is the Special Assistance waiting area which has comfortable seating, rest rooms, an adult changing area and vending machines. There's also a water fountain located just outside the Lichfield Lounge. Food outlets and shops are also located nearby. At 14.30 [redacted] was assisted to flight BA287 by Omniserv. According to the US Department of Transportation 382.103 May a carrier leave a passenger unattended in a wheelchair or other device? As a carrier, you must not leave a passenger who has requested assistance required by this subpart unattended by the personnel responsible for enplaning, deplaning, or connecting assistance in a ground wheelchair, boarding wheelchair, or other device, in which the passenger isn't independently mobile, for more than 30 minutes. Based on the report from Omniserv your mother was in the Lichfield Lounge for more than 30 minutes unattended, but she had already made her way off the aircraft and through the terminal, which means she was independently mobile, therefore we aren't 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.Again, I'm so sorry to know [redacted] feels the British Airways ground staff were rude when she tried to ask for help. We take great pride in our courteous and helpful staff. Please be assured I've passed your comments on to our ground staff at London Heathrow, just to make them aware of the situation your mother was in. Thanks for taking the time to bring this to our attention. I really hope we can welcome your mother on board again in the future, despite the problems she had this time. If you need any further help, please contact me using the blue link below my name. Best regards[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:

[The business has not contacted me after I rejected their earlier reply. The circumstances and sequence of events mentioned by the mail do not correspond to the chain of events narrated by my mom. Please refer to my earlier mail sent to you and the same was sent to the business as well]

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

Sincerely,

Review: I, along with 3 of my friends filed a claim with British Airways (BA) for a international cancelled flight. We all filled out a claim form on the BA website basically asking to be reimbursed under Flight Cancellation and Long Delays: Notification of Rights under EC Regulation No 261/2004 (as required by Article 14.2). My flight to London, England was scheduled on Tuesday, June [redacted] from Philadelphia Airport at 10:00 PM.The flight was cancelled less than seven days before the scheduled time of departure and the offered re-routing did not allow me to reach my final destination less than two hours after the scheduled time of arrival. 1st flight was due to land me in [redacted], Spain at 14:25 on Wednesday, June [redacted]. The re-routing was to [redacted], Spain at 17:50 on Wednesday, June [redacted]. Per the levels of compensation, I am entitled to 600 Euros since the flight was more than 1500 km and more than 3 hours after the scheduled arrival time.The re-routing never happened by the way, also due to error on BA's part.All 4 of us received different responses from different agents at BA. Of the 4 of us, only 2 of us were reimbursed. I and the other friend continued to follow up on our claim because we knew we were equally entitled to reimbursement. After following up, a BA agent told me that I was right and thanks for pointing out their mistake. He told me the claim would be resubmitted and I and my other friend would receive full compensation.Yesterday, more than one month since my last contact with BA, I asked for the status of my claim and received a response today. Now a different BA agent is saying I am only entitled to 50% of the reimbursement due to fact that rerouting on a flight that was scheduled to arrive at your final destination less than 4 hours after your original arrival time. This is inaccurate. The Regulation states entitlement if you arrive more than 3 hours after scheduled time.BA has done a horrible job of handling this and I just want this to stop.Desired Settlement: I would like 600 euros to be reimbursed to me, not 300 euros and not 0. I also want an apology from BA for the way they handled this. I also want them to tell me this was nothing other than an error on their agent's part because I feel that I am being discriminated against by BA. I want to them to tell me that is not the case.Finally, I just want this to stop. It's already been months and I don't want to keep chasing this. Revdex.com has helped me in the past and I hope you can help me again.

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:

[although I was reimbursed for my bus tickets, I am still being offered only 50% compensation. I am disputing this amount because if BA accepts that I was owed the reimbursement for the missed connection flight, they should also accept the fact the re-route I was offered was not under similar conditions as my original scheduled flight.

This is the last response I received from BA:

Dear [redacted]

Thank you for your email dated ** November 2013. I am sorry you remain unhappy with our response.

We do appreciate the time you have taken to express your views but our previous correspondence explains our position. Article 7.2 of Regulation (EC) No 261/2004 advises that when passengers are offered a re-routing and the arrival time does not exceed the scheduled arrival time of the flight originally booked by four hours (flights over 3500km), the operating carrier may reduce the compensation provided for in paragraph 1 by 50%. Based on this, you are entitled €300.00 in compensation.

Our records show that you were scheduled to arrive on [redacted] at 14:25. Due to the cancelled flight we arranged a rerouting and you travelled on [redacted], which arrived at 17:50. This is within four hours.

The issues you have raised have been fully addressed, we now consider the matter closed and we will not respond to any further requests for compensation regarding flight [redacted] on ** June 2013.

If you have any separate issues you would like us to look into for you or wish to accept our offer, please do not hesitate to contact us.

In your email you also mentioned that you wish to escalate the matter. I can confirm that this is our final position and there is no further escalation process regarding EU claims within BA.

Thank you for giving me the opportunity to review your complaint. I do hope despite our decision, you will choose to travel with us again in the not too distant future.

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

Sincerely,

Review: British Airways failed to honor a promise to refund two tickets. The passengers arrived at the gate but they were denied to board despite having proper travel documentation. The British Airways representative promised a full refund; however, the refund was not initiated. I contacted British Airways for refund and they claimed that the Passengers were "NO SHOW". This is unacceptable. Below are the ticket #s.

Ticket Number (s): [redacted] Ticket Number: [redacted] Exchange Ticket: [redacted]

flight Date: ** July 2014Desired Settlement: British Airways needs to issue a credit for 2 free tickets for these passengers.

Consumer

Response:

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