British Airways

Review: FYI - This is a complaint I am failing against British Airways, to every government body on this planet, and every media that writes about travel and airlines.

Hello,

My name is [redacted] and I write to you to file a complaint against British Airways. They robbed me of almost $5000 and told me they have no interest in fixing the situation which they created (booking # at the bottom of the email).

Last year (2014) I bought tickets from SOF (Sofia) to SFO and back (San Francisco). I am a San Francisco resident, originally from Sofia, Bulgaria. I already had the first part of the trip (SOF -> SFO). The second part (SFO -> SOF) was scheduled for 16 Dec this year (2015). The tickets were for myself and my wife ([redacted]), both in business class. The total price I paid is $9970.46 (I can verify this with receipts).

In early 2015 my wife got pregnant with what's to be our first child. Her due date is Sept ** 2015. Given that, we've decided not to travel to Bulgaria with 2.5 months old baby in a country with severe winter weather and flu epidemic. So I went to the British Airways website, found my booking and clicked the Cancel/Refund button to cancel it, with the intention to get a full refund so I can just buy the tickets later on when we're ready to fly with the baby. The system allowed me to cancel them, did not issue any warnings whatsoever.

As it turns out though, those were non-refundable tickets, which I was unaware of. As a result, BA refunded 2x$168 (airport fees). I called their customer service multiple times, filed a complaint, sent them medical documents proving my wife's pregnancy. At the end of it (almost 1 month back and forth with them) they told me that they will not refund my tickets. OK! In this case I asked to simply have them back so I can change the dates and add my future daughter to the flight. That request was also rejected from every single department in BA that I called.

The bottom line is that they had to either refund me $9970.46/2 = $4,985.23 or at least give me my tickets back. I paid for these tickets after all. Their online system never warned me that this would happen. If it did, I would've never requested the cancellation in the first place. The BA people acknowledged the bug but said that nonetheless they will not give me my tickets or my money back and that I should just move on and be more careful the next time. This is insane!

A week ago I e-mailed Mr. Keith W[redacted], Chairman and CEO of British Airways. I got a reply from his office that basically said the same - "[redacted]".

I don't know what else to do, so I am writing to you in a hope you can help. It's unfair that I was never warned what will happen and that BA would not do the slightest of effort to at least return my tickets. This by all means must be illegal practice from a rich company that acts as if they are Gods and it's OK to [redacted] the customer.

Thank you in advance!

Here is the Booking # [redacted] Passangers: [redacted]Desired Settlement: Either a full refund or my tickets back.

Business

Response:

Dear [redacted]Following contact with The Revdex.com and the US Department of Transportation we have reviewed your complaint again, including your most recent email with care and sensitivity. We really want you to fly with us again and we know by not resolving your complaint fully, it'll affect the decisions you make when you need to travel in the future. We do understand that there are times when, often for good reason, our customers need to change their travel plans. When you book your tickets and you're absolutely sure of your plans, then we do have some very good value Club World fares. But these often have restrictions on making changes or cancellations. Our flexible fares are more expensive but less restrictive.The tickets you purchased were restricted Club World Advance Purchase Return tickets with a fare each of €3,574.00 plus taxes, fees and carrier charges. The standard fully flexible Club World fare from Sofia to San Francisco is €3,583.00 one-way or €7,166.00 return plus taxes, fees and carrier charges.When booking tickets using [redacted], the tickets rules are clearly displayed during the booking process and the customer has to confirm they are fully aware of these before being allowed to proceed to the payment option. As both tickets were purchased by yourself, you would have been fully aware that neither ticket was refundable in the event of cancellation before agreeing to purchase them. By continuing with the purchase you agreed to the restrictions on these tickets.When a cancellation is made online, the website will advise if any money is owed and this will be refunded to the card used to made the booking. As we had already informed you of the ticket rules prior to purchase, then you should have been fully aware whether a refund is due on cancellation. The cardholder also has to agree whether they want to continue with the refund or not. This allows the cardholder the opportunity to contact their local British Airways office for clarification before proceeding with the cancellation.I am sorry to disappoint you but there are no further refunds due on your tickets, as the fare you purchased was non-refundable. I understand you have received a refund of the applicable taxes, fees and charges for the unused return portion of your tickets.I realise as valued members of the Executive Club, you feel discretion should be applied to this situation, to show your loyalty is important to us. As a goodwill gesture, I have arranged for you to have two separate eVouchers in the amount of USD1000 each for a total of USD2000. Please accept these eVouchers with my compliments.Your eVoucher detailseVoucher number: [redacted] eVoucher surname: [redacted] Value: [redacted] Expiry: 08/**/2016 AndeVoucher number: [redacted] eVoucher surname: [redacted] Value: [redacted] Expiry: 08/[redacted]2016 Your eVouchers can be used as full or part payment towards a British Airways flight booking, excluding bookings made with [redacted], with On Business points or with shareholder discount.These eVouchers are personal to you and are not for resale or transfer. Please note that you can make a booking for someone else using the eVouchers.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]

* appreciate this is not the answer you were hoping for. We do value your business as an Executive Club member, and I hope you and your wife will be joining us on a British Airways flight again in the near future. Best regardsIan S[redacted]Senior Service Recovery ExecutiveYour 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: My bag had been lost by British Airways on 12/**/2015 resulting in me having to purchase new clothing items. I contacted BA as I had not been informed by them about the bag status. My email and phone information were up to date and working therefore, BA did not contact me. On 12/**/2015, they agreed to refund me 64.55 USD as part of my inconvenience. I replied with bank information. As of 1/**/16, I had not seen anything. I contacted them again and BA assured me it was being taken care of. As of 2/*/2016, nothing has been resolved. I submitted a copy of the receipt to BA. Their email to me: [redacted]

12/**/2015 response from BA:

[redacted].

1/**/2016 response after I contacted again:

[redacted]Desired Settlement: I would like the 64.55 British Airways stated they would refund to my bank account, to be completed and posted.

Business

Response:

The following email was sent to [redacted] on **Feb16: **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 your outstanding reimbursement for the items you bought while you were without your luggage back in December. Please accept my apologies that you still haven't received this.I can see from our records that we did request a bank transfer for $64.55 to your Educators Credit Union account on ** December. I've contacted our Payments team to see why you haven't received this and they've advised that the transfer was rejected as the bank details were invalid. I do apologise for the inconvenience, but please can you confirm the following details once again so that we can retry the transfer: Bank name Branch name Routing number (9 digits - please provide the paper and electronic sort code) Account number (1-20 digits) As soon as I've received the information, I'll request your bank transfer again straight away.I look forward to hearing from you. Best regards Nicola D[redacted]Senior Service Recovery Executive[redacted] Please use the following link to send us a reply and quote your case reference 14798446 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:

[Your Answer Here]

I received an email from British Airways requesting my bank information again. I emailed them back with all details on 2/**/2016. As of 2/**/2016, no monies have appeared on my account from British Airways.

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 **Feb26: Dear [redacted]Thanks for your email and for confirming your bank details for me.I've arranged another bank transfer for you for $64.55 and the funds should show in your Educators Credit Union account within five working days. If you still haven't received your payment within two weeks please let me know by using the link below to reply to my email.Once again, please accept my apologies for the length of time this has taken to resolve for you. I do hope this will not stop you from travelling with British Airways in the future, we look forward to welcoming you on board again. Best regards Nicola D[redacted]Senior Service Recovery Executive[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 would like to formally put a complain. In 3 different ways: via phone, online and in the check in booth, I had requested wheelchair assistance for my connection flight in London, being Heathrow one of the biggest airports in the world, where you have to take a bus and a train to change terminals like it was in my case. The reason why I chose to travel with British Airways, was in part because they were offering this service and because my health is not well, and my knees and legs are in a lot of pain. I am 80 years old almost and I suffer from [redacted].

I was very disappointed and not happy when I realized that I had no wheel chair available in London and I had to walk after a 11 hour flight to change terminal and try to make my connection (also considering that the flight from SFO to London had departure almost 1 hour late).

I am now incurring extra medical and physician expenses to try to help manage my pain (besides what I have already spent with the flight ticket)

Not only, have I received terrible service, but also when I called to speak with a representative, he had audacity to yawn 3 times during the call and pacify my request.

My family has been using BA quite a bit, but at this point, since this has affected negatively to my health and this is not ethically right, if I don't receive compensation, I am reconsidering using your services anymore (being more expensive than the competition).

Someone needs to be responsible for the consequences of their actions. if you have any decency, I demand full compensation for my round trip to compensate for my terrible experience.

I hope you can offset my terrible experience somehow since I don't want to expose and share my underwhelming experience with British Airways with my friends and family.

I hope you find a solution

Sincerely,

[redacted]Desired Settlement: Refund full roundtrip plus physical damage, plus additional medical and physical expenses to help manage the pain and health

Business

Response:

The following email was sent to [redacted] on **Jun15:[redacted] Dear [redacted]Thank you for your patience whilst I investigated your complaint regarding the assistance provided during your connection in London Heathrow on ** June. Please accept my apologies for the delay in replying to you. I'm sorry to learn you were unhappy with the assistance you received. I know you expected a high standard of service when you were travelling with us, and I regret you've been left unhappy on this occasion.You explained you called us, requested assistance online and also when checking in, reiterated your request. I understand you suffer from arthritis and your knees and legs are painful, which is why you requested assistance between the terminals. You advised in your email you wanted a wheelchair to collect you and take you to Terminal 3, for your connection to Barcelona. When you’re travelling within the EU, the airport authority is responsible for the care of our customers who need disability assistance. They offer numerous services, depending on the level of assistance you require.The level of assistance you requested, indicates you're unable to walk long distances, but can manage steps and walking to and from your seat on board. This service does not include an escort on the transfer bus, which takes you between terminals.I've spoken to the team in London Heathrow regarding your experience, and they've provided me with a report, confirming the assistance they provided you with on the day. They've confirmed you were met and taken to the Flight Connections Centre by buggy, where you were assisted on to the bus, which took you to Terminal 3. A call was made to the team in Terminal 3 to advise you were on your way and for them to meet you off the bus.While a call was made, you must make yourself known to the team at the drop off point, and unfortunately, there's no record of you doing this. If you missed the staff when disembarking the bus, there are numerous assistance points, which would have been able to help you, however, I understand you made your own way to the departure gate.According to the US Department of Transportation part 382, section 91, as a carrier, you must provide or ensure the provision of assistance requested by a passenger with a disability, or offered by carrier or airport operator personnel and accepted by a passenger with a disability, in transportation between gates to make a connection to another flight. As previously advised you were offered assistance off your flight from San Francisco and to the connection bus, but when you arrived in Terminal 3 no one was made aware of your request for assistance.Although not in violation of this regulation, I fully appreciate your frustration, but I'm sure you'll understand that you need to make yourself known to the staff in order for them to assist you. I'm so sorry you were left in pain and were uncomfortable for the rest of your journey.I'd also like to apologise the staff member you spoke to was yawning throughout your conversation. This is certainly now what we expect and I will ensure this is fed back.While I understand your reasons for asking, I'm afraid we won't offer a gesture for the issues raised, as you received the requested assistance. I regret to disappoint you.Once again please accept my apologies and thank you for your time. 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. We value your support and I hope we can welcome you on board again soon. If I can help with anything else, please feel free to email me.Best regards[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 purchased a flight with British Airways few months ago. My flight was cancelled so I requested a refund. My refund was approved by BA. IT has been more than 120 days since I have been waiting for my refund. I have been trying to communicate directly to BA but they failed me many times and now they wont even respond. My flight is two parts; part national with [redacted] and the majority international with BA. Keep mind that I booked my flights through the BA website. BA won't refund me the money because of the portion with **.Desired Settlement: I would like my money back. It is not my responsibility to contact **. I purchased my ticket through BA and they are the party responsible for the refund. Please help!

Business

Response:

The following email was sent to [redacted] on **Apr15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]We've recently been contacted by the Revdex.com in New York regarding the refund you've been awaiting for your booking [redacted]. I'm very sorry you've waited so long to be refunded for your ticket following the cancellation of [redacted] flight [redacted] on ** December 2014. I know you'll have expected a much higher standard of service from British Airways as a Bronze member of our Executive Club and I'm sorry we've let you down.When a refund is requested, following the cancellation of a flight that was operated by another airline, our Refunds team requires confirmation from them in writing. After a number of requests I'm afraid we've only received the written confirmation today. I've passed this straight to our Refunds team so that they can start the refund process on your ticket.Once again, I'm really sorry for the delay. I absolutely recognise that your planned trip to [redacted] didn't go as you'd expected but I genuinely hope we can welcome you on board again in the future when we'll work hard to restore your faith in us. Please don't hesitate to get in touch if I can help you with anything else. Best regards[redacted]British Airways Customer RelationsYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:http://www.ba.com/yourquestions[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways Plc - [redacted]. (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.

Review: To case number #: [redacted] his is a complaint expressed to British air several times. They have lost my suitcase for 10 days and refuse to refund necessary purchases made during these 10 days. They gave me the runaround for 10 days> I Arrived after a 2 months trip with my 1 year old, since we gave up our apartment and put our belongings in storage, stayed with friends while looking for and other apartment to rent. I had no clothes, no underwear or bathroom essentials and made minimal purchases I needed during these 10 days. I was on the phone with British Air several times and their customer service reps confirmed several times that I would be refunded these receipts. However when I submitted them to BA, they claimed that my primary residence is in the US so they are not reliable. I HAD NO CLOTHES whatsoever since they were in the storage unit that I had no way to dig up. I have proof of storage rental and new lease agreement on apt. AND!!! SEVERAL TIMES I mentioned the situation to BA representatives who confirmed to go ahead and by the needed items and I will be refunded. No they are denying this and offering me a 200$ credit for a flight. I spend aprox. 986$ (submitted all bills to them)

I have not mad a deal about the fact that I received my suitcase after 10 days full with rat feces which is a serious health hazard, and had to throw some of my clothes away. I am requesting BA to refund my reasonable purchases as they confirmed ahead of time since I was worried about that.Desired Settlement: Refund all bills submitted

Business

Response:

Dear [redacted]

We are in receipt of correspondence from the Revdex.com on your

behalf dated June **, 2014. The Revdex.com file reference is [redacted]

I am very sorry you were dissapointed with the gesture of goodwill offered by

us in the amount of $200USD eVoucher for the delay of your bag when flying back

to Los Angeles from Brussels on December **, 2013.

If a bag misses its flight for any reason, we aim to load it on the next

available flight so it is reunited with its owner as soon as possible. However,

there are occasions when we have the wrong information (wrong tag details, wrong

customer’s details) and we are unable to re-flight baggage before investigations

are carried out. This then results in baggage missing the next available

flight. I am very sorry your bag was delayed and I am glad that we were able to

reunite you with your bag, albeit many days later than expected.

I have certainly looked again at what happened and taken into account

everything you have told us but I am afraid the figure you gave us is

disproportionately high, so I cannot agree to pay the entire amount. However I

realize your circumstances was out of the ordinary and you needed essentials,

along with some items to tide you over, so I have voided the eVoucher we

offered and arranged our check to be sent in the amount of $400USD. You will

receive this check within the next 14 days. I do hope you have contacted any

insurance you may have because they may be able to cover the items we cannot

consider.

Thank you again for following this up with us and allowing us to respond

further. I do hope you will include British Airways in future travel

plans.

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 have determined that my complaint has NOT been resolved because:

I have received this answer from British Air, about 2 months ago but have not received the check that they promised to send in 14 days. In fact I think they never asked for my current address. Please contact them regarding this matter.

Many thanks for your services,

Dear [redacted]

We are in receipt of correspondence from the Revdex.com on your

behalf dated June **, 2014. The Revdex.com file reference is [redacted].

I am very sorry you were dissapointed with the gesture of goodwill offered by

us in the amount of $200USD eVoucher for the delay of your bag when flying back

to Los Angeles from Brussels on December **, 2013.

If a bag misses its flight for any reason, we aim to load it on the next

available flight so it is reunited with its owner as soon as possible. However,

there are occasions when we have the wrong information (wrong tag details, wrong

customer’s details) and we are unable to re-flight baggage before investigations

are carried out. This then results in baggage missing the next available

flight. I am very sorry your bag was delayed and I am glad that we were able to

reunite you with your bag, albeit many days later than expected.

I have certainly looked again at what happened and taken into account

everything you have told us but I am afraid the figure you gave us is

disproportionately high, so I cannot agree to pay the entire amount. However I

realize your circumstances was out of the ordinary and you needed essentials,

along with some items to tide you over, so I have voided the eVoucher we

offered and arranged our check to be sent in the amount of $400USD. You will

receive this check within the next 14 days. I do hope you have contacted any

insurance you may have because they may be able to cover the items we cannot

consider.

Thank you again for following this up with us and allowing us to respond

further. I do hope you will include British Airways in future travel

plans.

Yours Sincerely

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:

[Your Answer Here]

I have been waiting for the check from British Air but did not receive it in time to the address they said that would arrive (in 4 days) We moved again since then and have a new adress where we are staying now for sure for a longer period. Its [redacted]Please forward this address to British Air and ask them them to send the check to this address. Many thanks, [redacted]

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

Sincerely,

Business

Response:

I have spoken with [redacted] and she has confirmed a new mailing address to us today. Below is my email sent to her today. Dear [redacted]We have been contacted by the Revdex.com on your behalf. I am very sorry you did not receive our check for USD400 which we had sent on ** June 2014. Thank you for taking the time to speak with me today and confirming your new mailing address. We have advised our Finance team to cancel the above check. We have requested a new one to be sent to you which should be delivered within 14 days at the address below:[redacted]My apologies for the delay and inconvenience caused. We hope to welcome you on board one of our flights again soon. Sincerely[redacted]British Airways Customer RelationsYour case reference is:[redacted]cc: New York Revdex.com complaint #[redacted]

Review: To Whom It May Concern,

I arrived in London Gatwick on June ** with flight BA2709. My suitcase did not arrive. I went over to the lost baggage counter and they had me fill up a form and gave me a card with a number to call for updates. As a result, I got to London with NOTHING as everything I had packed for this trip, was in my suitcase. I called every day to this number and nobody answered. I was also on multiple holds with several of your customer service and baggage claims lines with no answer for extended periods of time.

On the morning before I was slated to fly to Chicago, I called again and was told that the suitcase was found and is slated to arrive in London on the [redacted] at 11PM. I advised them to forward the suitcase to Chicago and they said that they will comply with my request and confirmed the delivery address.

I got back to Chicago on the ** and called again on the [redacted]. during this conversation, I was told that the suitcase is in Chicago and I should receive it on the [redacted] of July at the latest. I called again this morning as I have not received any calls or notifications and spoke to another representative that told me that he can confirm that the luggage has been found but he doesnt know where it is (This is ridiculous!) It was clear to me that he didnt know what he was saying so I asked to speak with a [redacted] and he told me me he wont do it (Even more ridiculous!!!).

It has been over a week since your company lost my suitcase and all I'm getting from you in the mean time is a bunch of "I dont know", and getting the run around between your baggage claim and customer relations departments. My London trip was RUINED! and I still dont have my suitcase!

I expect that you will respond ASAP with an offer for compensation as this has been the worst travel experience I've ever had in my life.

Your slogan says " It’s what we do. It’s who we are.

Always putting you at the heart of everything we engineer, innovate and pioneer.

Today and tomorrow."

Please stand up to it.

I appreciate your immediate attention to this matter.

[redacted]Desired Settlement: I wish to to be compensated for the fact that my London trip was ruined and I still dont have my suitcase. In addition, I want my suitcase delivered to me ASAP.

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:

British Airways did reimburse me for documented expenses that I have incurred during my trip; however, they did not address my complaint about their horrible customer service and additional compensation I deserve as a result.

It took them close to 2 weeks to get me my suitcase, even though they knew where it was 48 hours after it was lost.

Thank you,

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

Sincerely,

Business

Response:

Dear Sir/Madam

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

[redacted]'s bags were delayed when he traveled in June 2014.

We sent a letter of apology and check for his out of pocket expenses.

A gesture of goodwill for future travel was also arranged.

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: I purchased a ticket in Atlanta on March [redacted] 2013 from Atlanta and Hyderabad(India) and Back. I flew from Atlanta on September [redacted] 2013. I was supposed to fly back on Oct [redacted] 2013. But after going to the Airport in Hyderabad, at the time on Check-in they told me the since I did not have a valid Visa for USA (I had a Advance Payroll, since my Green Card was under process), but I had a Canada Permanent Residence Card, and told them the same. They did not still allow me. My question is, I traveled in Oct'2012 in British Airways in the Same process. Then they did not object me. Also, when I was travelling from Atlanta to Hyderabad, they allowed me after seeing the same Canada Permanent Residence Card only. Had they did not allow me then, things would have been different. Once they rejected me at the Airport, I being a [redacted] patient and my [redacted] and [redacted] not working, I again had to carry my suite cases again back to my House, and buy another ticket in Qatar Airways and come to Atlanta as I had an urgent work on [redacted] of Oct'2013. I am enclosing both my ticket details for 2012 & 2013.

Flight Details:

Ticket Number: [redacted] Date of Departure: 12/**/12

Passenger Name: [redacted] Document Type: PASSENGER TICKET

Flight Details

Ticket Number: [redacted] Date of Departure: 09/**/13

Passenger Name: [redacted]Desired Settlement: I asked for a Refund to half the Amount through American Express, but was denied that. But was denied that. Now I might need more for the pain and Agony I went through because of this.

Business

Response:

Dear [redacted]

I am concerned you have been so disappointed in our service, and especially that you were unable to travel with us from Hydrabad to Atlanta via London on October **, 2103.

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. You did not have the proper entry documents for transiting through London.

It must have been a very awkward situation for you, and I do sympathize. The ticket you purchased is nonrefundable. You received $95.13 as a refund for the unused portion of your ticket. We cannot offer any further cash reimbursement. However, as a gesture of goodwill, I would like to offer you an eVoucher for $400.00. Please accept this with my compliments.

Your eVoucher details

eVoucher number: [redacted]

eVoucher surname: [redacted]

Value: $400.00

Expiry: April **, 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]

We hope to see you aboard one of our flights again soon.

Sincerely

British Airways Customer Relations

Your case reference is:[redacted]

Review: I booked a full fare flight on 2/** and due to an injury had to cancel on 2/**. I was told it would take seven (7) working days for the refund. In seven (7) days the refunded 318.23 to my account. I paid $2,429.48. When I called into query when the balance was to be refunded I was told they only were required to refund $328.23 minus the $10 handling fee. They claim I bought a non-refundable ticket but I would never have done that for an Intercontinental Flight. They said it was in the small print on online booking. So in my opinion British Airways has fraudulently kept $2,111.25. On hold for the third customer service representative, not holding out any hope.Desired Settlement: A minimum of $2,000 refunded in total representing approximately 82% refund.

Business

Response:

The following email was sent to [redacted] on **Mar16:Dear [redacted]We've been contacted by the Revdex.com on ** March regarding a cancelled return booking between Baltimore and London Heathrow. Please accept my apologies for the delay in getting back to you. I'm sorry to hear you needed to cancel your ticket due to an injury. I fully appreciate that unexpected events occur and you have no choice but to cancel plans that are already in place. I understand you originally made your booking on ** February and then proceeded to make amendments to the dates of travel on ** February. The booking was then cancelled on ** February through our website. While I understand your disappointment, unfortunately after a thorough investigation into your booking, you did purchase a non-refundable ticket on ** February. The conditions of your ticket would have had to be agreed to before you proceeded to pay for the booking. Similarly, before you completed the cancellation online, you would have been prompted to ensure you were certain you wanted to cancel the non-refundable booking. We've sent your pre-paid seating and your additional baggage charges off to our Refunds team to ensure you get this credited back to you. While you have been refunded the correct tax refund from us, you may wish to speak to your travel insurance to see if they can help you any further. In addition, for any future bookings that you wish to be fully refundable, you will need to purchase a fully flexible ticket. This can be selected on the first page of our website under the drop down box 'Ticket type'. We're grateful you've taken the time to let us know how you feel. If there's anything else I can assist you with please don't hesitate to contact me directly using the blue link below. I hope we can look forward to welcoming you back on board in the future. Best regards Kerrie C[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is while not satisfactory to me, seems to be a moot point. After reviewing blogs and travel sites it appears that this is British Airways policy (regardless of the reasons for cancel they do not proffer a refund, or the time frame involved), so while it is an unfair business practice it is their policy and therefore it is not worth my time or your effort to try an get them to see reason. I can take the two options I as a consumer can take - I can not use them as a travel partner and I can alert family and friends, colleagues, clients and associations I am active in to this policy so that they too can avoid British Air. I have already notified my own travel office, and British Air is removed from our recommended carriers. With 69,000 people traveling worldwide this is a stronger recourse than receiving my mere $2,000+ back. Perhaps loss of business in a highly competitive industry will cause a review of the policy. I also sent the hyperlinks found to their US General Counsel and suggested British Air might be at risk for class action suit - I don't have the time but it is very obvious they are not a reputable carrier. Thank you for your time and attentionSincerely,

Review: I reserved my round trip air ticket via [redacted] to travel from LAX to Heatrew, Heathrew to Chennai, Chennai to Madurai. I opted British airways for this journey. Travel date was 'Aug-**-20**', I was not allowed to checkin at LAX British airways check in counter since my H1B stamped on the passport was expired but I had approved extension. I was not aware [redacted] stamped on the passport should not expire to travel via Heathrew transit. If valid [redacted] is one of the mandatory document to travel via Heathrew transit, British airways/Vayama agency website should not have allowed me to complete my reservation. I did not even get any notification about [redacted]

requirement during the reservation process.

British airways ticketing center at LAX said I cant cancel this ticket since I booked through [redacted] agency and this ticket also not eligible for re-fund. Only option they gave was, British airways can issue duplicate ticket and I can reserve this for my future travel, provided reservation should be done one year from the date

of travel(Aug-**-20**).

I contacted British airways post travel department to reserve my future travel using the duplicate ticket issued by British airways. As a first attempt in first week of july-2015, I contacted British airways customer support, they did not even hear my situation, they keep routing my call to different department and finally call disconnected.

I was frustrated with British airways customer service and then as a second attempt in second week of july-2015, I contacted again British airways customer care, they requested me to reach post travel department and they provide different contact number. I reached post travel department in last week of july-2015, customer representative gave me a simple answer duplicate ticket issued by British airways is valid till July-**-2015 and it is expired now, hence I cant use this ticket. But,LAX British airways ticketing center said this ticket is valid for one year from date of travel, hence my ticket should not expired on July-**-2015. Customer Rep was not ready

to believe me and requested me to contact LAX British airways ticketing center. I went to LAX British airways ticketing center, they said I should contact British airways customer care to do future reservation. Here, my situation is Customer rep asked me to contact British airways ticket center but ticket center requesting me to

reach customer care. Both are not ready to address my concern, I ended up in losing 1700$ worth of air ticket which is nothing but 3 months of my hard savings.

I hope, Revdex.com.org would help to route this to correct department and address my concerns.Desired Settlement: I reached both [redacted] ticketing agency as well as British Airways customer care. No proper response by customer service department.

Business

Response:

The following email was sent to [redacted]Sep15:**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 coming back to me with the details of the phone calls you made to us. We've traced the call you made on * August and checked the advice you were given. Normally ticket validity is one year from the issue date. So in your case it should have been valid until ** July 2015 with rebooking taking place no later than this date. As you called after this date the agent advised the ticket was no longer valid. However, the notes in your booking confirm you were given until ** August 2015 to rebook by our staff at the airport. We're sorry this was not noted when you called us this year.Your ticket cost $1617.46 and a penalty fee of $275 would have been applied when you rebooked, in line with the fare rules of your ticket. Therefore I've arranged an eVoucher for $1342.46. I've included your eVoucher details below with a link to some helpful information about how you can use it. eVoucher number: [redacted] Name: [redacted] Value: $1342.46 Expiry: ** September 2016If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:

[redacted] Again, we're sorry for the confusion and that you weren't able to rebook when you called. I hope this resolves things and we look forward to welcoming you on board again in the near future. Let us know if we can be of further assistance.Best regards[redacted]Senior Service Recovery ExecutiveBritish AirwaysYour 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 find that this resolution is satisfactory to me and the matter has been resolved.

I really appreciate the effort from Revdex.com on this case and resolution time also very quick. Thanks a lot for your help.

Sincerely,

Review: fax

TO: BRITISH AIRWAYS BAGGAGE CLAIM FROM: [redacted]

FAX: ###-###-#### PAGES: FIVE (5)

PHONE: ###-###-#### DATE: 4/*/2014

RE: CLAIM FOR DELAYED BAGGAGE FILE REFERENCE # [redacted] CC: Revdex.com OF NEW YORK

? Urgent ?For Review ?Please Comment ?Please Reply

Comments: Dear Sir/ Madam,

I had faxed you 10 pages including copies of receipts on February *, 2014 for expenses incurred of $243.40 due to my baggage being delayed on British Airways. I have called and spoken to your Baggage Claim Department (###-###-####) at least three times since then. Every time I was told that I need to wait 6 weeks after submitting the claim to find out the status. After waiting for that time period I am now informed that since I do not have a claim number (only a file reference) I need to contact you again to obtain a claim number. Needless to say I am totally upset and frustrated by this experience. I am copying the Revdex.com of New York to alert them of your unscrupulous business practices so that other travelers are spared this unfortunate ordeal.

I am attaching again my previous letter, fax confirmation and other relevant documents. I would appreciate the courtesy of a prompt response from you.

[redacted]

February *, 2014 [redacted] British Airways Baggage Claim [redacted] Dear Sir or Madam,

I just returned from a vacation in India where my primary purpose was to attend a wedding of my niece. I traveled on American Airlines on January ** from Dallas Fort-Worth to Newark, then took British Airways flight #[redacted] from Newark to London (Dreamliner- worst nightmare of a flight sandwiched between two even though I had reserved an aisle seat) and connecting on January ** on BA #[redacted] from London Heathrow to Mumbai. Upon arrival in Mumbai early on January [redacted] morning, I found that my suitcase which had all my formal wear for the wedding besides all my toiletries/ cosmetics and other clothes had not arrived on the same flight.

The BA staff at Mumbai airport was about as helpful as any corrupt politician in a third world country. I had to buy a suit, two shirts, a tie and a vest for use at the wedding which was on the [redacted] morning in [redacted]. Besides all the inconveniences that I experienced, I incurred other expenses like taxi to and from to Kochi airport to pick up my suitcase, auto expenses to and from the clothing store, numerous international calls @$1.99/minute on my iPhone on Verizon Wireless Global calling plan. Also, I had to change my travel plans from driving with my dad after the wedding in [redacted] to visit my sister in Trivandrum to driving back to Kochi to pick up my suitcase. I have summarized my expenses below and have attached a claim form and copies of receipts that I could obtain.

SUMMARY OF EXPENSES INCURRED BECAUSE OF DELAYED BAGGAGE

SUIT, SHIRTS, TIE, VEST ETC. 144.40

TAXI TO/ FROM AIRPORT TO PICKUP SUITCASE 14.00

AUTO EXPENSES TO AND FROM STORE (NO RECEIPT) 5.00

INTERNATIONAL PHONE CALLS (NO RECEIPT) 30.00

EXTRA COSTS FOR SECOND TAXI TO TRIVANDRUM 50.00

TOTAL EXPENSES 243.40

Needless to say, this was my worst experience on any international airline and British Airways will not be one of the airlines on my future travel plans.

I would appreciate your prompt assistance in reimbursing my claim.

Sincerely,

[redacted]Desired Settlement: I would like British Airways to reimburse me the $243.40 of expenses I incurred due to my baggage not arriving in time at my destination. I am not even claiming the many incidental expenses that I incurred because of this harrowing experience on their "dreamliners". I would also want them to improve their business practices and train their Baggage Services and Customer Service employees to handle customer claims and complaints promptly and to the full satisfaction of the customer.

Business

Response:

BA Response to Revdex.com case Ref#[redacted]

Dear [redacted]

Thank you for your fax dated April *, 2014. We have also been contacted by the Revdex.com (Revdex.com) case reference [redacted].

I am concerned to read your bag was delayed while flying with us from Newark to Mumbai on January **, 2014. I recognize how upsetting this must have been especially because you were attending a wedding and was not able to get the needed help from our Baggage Services.

At British Airways we aim to give an outstanding service to all of our customers at every step of their journey with us. The large majority of bags travel with their owners. However, we let you down on this occasion, and I am sorry.

If a bag misses its flight for any reason, we aim to load it on the next available flight so it is reunited with its owner as soon as possible. However, there are occasions when we have the wrong information (wrong tag details, wrong customer’s details) and we are unable to re-flight baggage before investigations are carried out. This then results in baggage missing the next available flight.

The World Tracer report you filed at the airport in Mumbai was so we could track your bag and reunite you with your belongings. This was not a baggage claim and the letter you faxed us on April *, 2014 was the first correspondence we received in regards to your baggage claim.

I am afraid British Airways cannot consider any consequential losses being claimed such as car service to shop for clothes or phone calls but that does not mean we take your concerns lightly. I have arranged our check to be sent for $158.40USD. Please allow 14 days to receive it. This check is reimbursement for the items you purchased and for the car service to pick up your bag at the airport. 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 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. We do hope you will fly with us again soon.

Yours 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. However, contrary to the claims made by British Airways, I am attaching a copy of the fax confirmation dated February *, 2014 for the 13 pages and the letter that I faxed to them. I find it extremely surprising that they claim to have only received my second fax dated April *, 2014. I am also disappointed that they have chosen not to reimburse the full amount of my claim for expenses incurred including incidental expenses related to the delayed baggage.

Sincerely,

On July **, 2015 I visited the British Airways Ticketing Desk at the JFK Airport - Terminal 7. While being serviced by the Ticketing Agent, the agent answered a work telephone call and began servicing a new client. Subsequently, she left the area where she was servicing me with no explanation. Upon her return, she informed me that she was no longer able to service me because she had a client on the telephone who had a more pressing need than me. She refused to service an in person customer. When I refused to leave, she sought the help of a supervisor. The supervisor did not handle this issue acceptably, so I requested everyone's name and said I would be contacting the corporate office. All parties refused to provide me with their names.

I believe that the British Airways employees refused to service me because I am a woman, because I am an ethnic minority - [redacted], and because I am a [redacted].

I found the behavior of these employees unacceptable and discriminatory.

Review: I was taking a flight on British Airways on September *, 2015. I had informed them ahead of time that I have a service dog. They never questioned me other than to tell me that I needed specific documentation as required by the UK to fly to London. I informed them that I was in the process of doing all the paperwork that was necessary to gain access into the UK. I arrived ahead of time to my flight with all of the appropriate paperwork that had taken me months and $500 to obtain from the UK. I was asked by a BA rep when I checked in for my documentation which I provided. He then took 20 minutes to show them to his manager. I was then issued boarding passes for myself and three others traveling with me and we proceeded to security and on to the gate. About 20 min after reaching the gate I was approached by Michael K[redacted] of BA who informed me that he would not allow me on the plane with a dog. I explained that it was a service dog and I had all my documents. He took the documents and returned 30 min later to inform me that I would not be allowed to fly because my dog was not certified by one of their two companies listed on their website. I told him by law they could not require such certification by ANY company however I did have his certification papers but he refusedsaying it must be one of their two preferred companies. I again told him that was against Federal law. I said to him, "So, I am legal in the USA and I am legal in the UK but YOU are not allowing me to fly because I he is not certified by one of your preferred certification companies/" He said YES... Attached is his written statement along with the approval to travel letter from the UK. They violated Federal law - see [redacted] as well as local laws. I then took the paperwork next door to [redacted] and they took a quick look at all of my paperwork and agreed it was in order and we took a flight with them the next day. He also tried to make it sound like my dog was an "emotional support dog" which I clarified several times with him that it was not and it was indeed a Service Dog. I also explained to him that one of the two diseases that the dog helps me manage is [redacted] Disease. I explained to him that with that disease I could not have undue stress or it could kill me. I explained that the stress and embarrassment he was causing me made me have to get emergency treatment as I had to have an emergency injection of medication. I also had to spend the following day prior to departure redoing ALL of my paperwork with the UK as it was only good for that day of travel. That cost me additional funds as well as more time and stress on my body having again to receive an emergency injection to prevent seizure and or coma and death. I am seeking reimbursement for the delay, the additional charges that we incurred, the wages we missed by having to extend the trip as well as compensation for stress and embarrassment caused by this discrimination.Desired Settlement: I am seeking reimbursement for the delay, the additional charges that we incurred, the wages we missed by having to extend the trip as well as compensation for stress and embarrassment caused by this discrimination. I also seek for them to change their policy to abide by Federal law. Also a written formal apology from the company as well as the individual that insulted and discriminated against me.

Business

Response:

The following email was sent to [redacted] on **Sep15:[redacted] Dear [redacted]We have been contacted by our Complaint Resolution Official at Austin Airport regarding your experience on September [redacted], 2015, where you were not permitted travel to London Heathrow on [redacted]. I appreciate how upsetting this must have been for you and your party. I am sorry.Unfortunately we could not let you travel with [redacted] your service dog because he is not certified with ADI or IGDF. As a British carrier we adhere to the regulations established by the CAA - Civil Aviation Authority in the UK. The CAA regulations, which have been accepted by the US Department of Transportation for United Kingdom carriers such as British Airways, define a "recognised" assistance dog as one that has been trained to assist a disabled person by an organisation that is a member of Assistance Dogs International (ADI) and/or the International Guide Dog Federation (IGDF). These organisations can be found on the Assistance Dogs International website and/or the International Guide Dog Federation website. Since your dog was not trained by one of the companies recognized, we could not allow it to travel with you in the cabin of the aircraft and therefore are not in violation of The US Department of Transportation regulation 382.117. I am happy to see that our agent made arrangements for you and your party to travel on the following day with U[redacted]. Again, my apologies for any confusion or inconvenience this may have caused for you. If you feel that your complaint is still unresolved you have the right to refer to the US Department of Transportation Aviation Consumer Protection Division. Thank you for giving me the opportunity to review and respond to your complaint. Yours SincerelyAntoinette A[redacted]British Airways Customer RelationsYour case reference is:[redacted]

**Please do not send payment card details via email[redacted] HOW TO CONTACT US[redacted]While we endeavour to offer you as full a service as possible, we are unable to respond to direct replies to this email.If you have a particular query with regard to this case, please click on the link below to submit a reply to British Airways Customer Relations:[redacted]Please quote your case reference [redacted] in any correspondence with us.However, if you have a general query about British Airways, you can ask your question online. Click on the link below to go to 'Your questions':[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways Plc - [redacted]

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 not acceptable as I was legally allowed to visit the UK and had all my legal paperwork in compliance with UK laws. The law DOES NOT state that the dog must be certified by one of those two companies and in fact it states that IF the dog is NOT certified by one of those two companies then I can pay $500 fee and that requirement is WAIVED. I did so and had proof that it was done as well as a LETTER FROM THE UK stating that I was allowed to enter the UK legally with my dog. So therefore your policies are still in violation of UK and USA laws as you CAN NOT prohibit me from flying to a country in which I am legally allowed to enter with my service dog. THAT IS DISCRIMINATION!! United had no problem flying me and my dog the very next day with my LEGAL ENTRY documents and therefore YOU had no right to discriminate against me for a disability that requires a service dog. I will fight this all the way up the courts and will not allow this illegal activity to continue.

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 **Oct15: [redacted] Dear [redacted]We have been contacted by the US Department of

Transportation and the Revdex.com regarding your claim with us. I am truly sorry that you remain disappointed with our response sent to

you on ** September. As mentioned in my previous email, since we are a

British company we follow the guidance of the CAA and according to their

regulations all service and or assistance dogs need to be certified by an

organisation that is a member of Assistance Dogs International (ADI) and/or the

International Guide Dog Federation (IGDF). For more information on this please

see their Safety Notice at the following website - [redacted],

and kindly refer to paragraphs 2.1 and 2.4.My apologies once again that

[redacted] could not travel with us in the cabin and for any inconvenience this

caused you. We truly hope to be able to welcome you both on board one of our

flights in the near future. Yours SincerelyAntoinette A[redacted]British Airways Customer RelationsYour case

reference is[redacted]

**Please do not send payment card details via

email[redacted] HOW TO CONTACT US[redacted]While we endeavour to offer you as full a service as possible, we are unable

to respond to direct replies to this email.If you have a particular query with regard to this case, please click on the

link below to submit a reply to British Airways Customer Relations:[redacted]Please quote your case reference [redacted] in any correspondence with us.However, if you have a general query about British Airways, you can ask your

question online. Click on the link below to go to 'Your questions':[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways Plc - [redacted]

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 British regulations of which you speak also make accommodations for those NOT trained by those organizations which is why I paid a $500 fee! Therefore YOU should be making the same accommodations for disabled people. Your crew made it very clear they simply did not want dogs in the cabin and would do anything to make sure that does not happen and that is discrimination! You should be ashamed of yourself and instead of trying to hide behind the British laws, you should be like other more friendly and non-discriminatory airlines such as [redacted]. Change YOURSELF and YOUR rules and quit hiding. There are more and more of us out there that rely on our SERVICE DOGS to live a normal life without fear of dying in the blink of an eye. Use this opportunity to get someone involved on a higher level and CHANGE for the better if you truly meant what you said about hoping to see me and [redacted] on one of your future flights then help fight for our rights and get these changes done or you are not a part of the solution, just another one of the problems that we face every day and you should then be ashamed of yourself!Sincerely,[redacted]Fighting for the rights of ALL DISABLED persons

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

Sincerely,

Review: I sent four emails to [redacted] of British Airways requesting someone contact me regarding the terrible service I received from his company. I recieved one email from someone on his staff requesting additional information which I provided and have not received any contact since then. My emails were sent on 9/**. 10/*, 10/** and 10/**.Desired Settlement: I would like to be contacted by one of [redacted] executive customer service employees and receive the cash equivalent of a one way business class trip from [redacted] to [redacted].

Business

Response:

The following email was sent to [redacted] on **Dec14:**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 letter, which we received via the Revdex.com. I'm so sorry to hear your flight from [redacted] was delayed in September, resulting in you missing your connecting flight to [redacted]. I can only imagine how annoying this must have been for you. I'm also sorry for the time taken to get back to you. The flight from [redacted] was delayed due to damage to the aircraft caused by the jetty malfunctioning. I understand our staff rerouted you via [redacted], and arranged for you to stay in a hotel overnight upon your arrival. It's so disappointing to hear this didn't happen, and when you tried to call us there was a bad line so you were unable to discuss your situation. I realise things were made worse when you called back for a better connection and our office was closed. I'm concerned to hear you ended up spending the evening on your own at the airport, which must have been very unpleasant as a single female traveller. Even more so after being promised a British Airways employee would meet you to make arrangements. You also mentioned when you got home you wrote to [redacted], and we replied asking for the details of what happened but didn't respond any further. It's clear we've let you down on this occasion, and I'm sorry for the lack of communication.When we've disrupted our passengers, we aim to do our very best to assist them any way we can. Your comments about how we handled your situation are vital to us because it means we can identify which areas must be improved as a priority. I've passed your comments on to [redacted] and [redacted] airport, just to make them aware of the inconvenience we caused you, and to make sure this doesn't happen again.You asked for the cash equivalent of a one-way business class trip from [redacted] to [redacted], however this isn't possible. What we can do, if you've incurred any out of pocket expenses for things like refreshments, is cover the cost. If you've got any receipts you can email them to me at [redacted] As a goodwill gesture for everything that happened, I'm more than happy to offer you an eVoucher for $200.00. This can be used towards another British Airways flight only. Please let me know by email if this is suitable and I will send you the voucher details. Thanks again for getting in touch. Please be assured this is not the usual level of service you should expect from us, and we'll do everything we can to prevent this situation from happening again. I hope to hear from you soon. Best regards[redacted]British Airways Customer RelationsYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:[redacted]LEGAL INFORMATION[redacted]This email was sent to you by [redacted] - [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.

Review: British Airways Case reference [redacted]

I flew with my family from London Heathrow to San Diego CA on November *, 2014 using the British Airways flight 273. The flight left London with a delay of approximately 3 hours due to an electrical issue at the gate impeding the proper connection of the jet way to the airplane.

After my late arrival in San Diego (around 8 pm instead of 5 pm), BA also failed to deliver the car seat of my 2-year-old son. BA told me that the car seat got misplaced in London. Due to my late arrival in San Diego I also missed my connecting flight to Los Angeles (home) departing at 8:15 pm. I consulted the BA airport personnel and filed a claim for my missing car seat. I also discussed my options with them and they found totally reasonable the plan of renting a car with a car seat in order to get to Los Angeles the same night. I had to find a car seat for safely and legally transporting my 2-year-old son and the only option available being in an airport far from home at 8 pm was to rent a car equipped with a car seat. They confirmed that all expenses would have been eventually reimbursed by BA. I filed a claim with BA Customer Service and submitted all my receipts ($277.88). BA created the case #[redacted]. BA Customer Service is now refusing to reimburse my expenses. I already wrote BA two letters but BA is insisting that they are not liable for this kind of expenses.Desired Settlement: Refund the expense of $277.88 as agreed in San Diego airport

Business

Response:

The following email was sent to [redacted] on **Jan15:[redacted] Dear [redacted]Thank you for taking the time to speak with me today regarding your claim. Please send me a clear copy of your car rental receipt by fax at ###-###-#### or email to [redacted] and include your case reference number and my name in the subject field [redacted] Sincerely[redacted]While we endeavour to offer you as full a service as possible, we are unable to respond to direct replies to this email.If you have a particular query with regard to this case, please click on the link below to submit a reply to British Airways Customer Relations:[redacted]Please quote your case reference [redacted] in any correspondence with us.However, if you have a general query about British Airways, you can ask your question online. Click on the link below to go to 'Your questions':[redacted]

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,

I like to share my parents in laws recent worst experience flying with British airways to USA. it was really a terrible and very troublesome in the entire journey. Even after stating clearly that my parents in laws have a vision impairment and arthritis problems but British airways fails to provide them with a required services which they are eligible as a senior citizen. My father in law who is a vision impaired and he approached numerous times to air hostess for providing them with an assistance in filling immigration forms and wheel chair assistant but they just ignored and took easy for all the requests.
Entire journey got very difficult and burdensome for them. It is very sad and hate to say about how much difficulty they have gone thru. This is the level of customer service which British airways is provided to the travellers using their airline. I will never travel and will definitely avoid all of my future travels with such a worst British airways. I would request Revdex.com to take a suitable action against this kind of not committed air flight companies like British airways. My experience will atleast help other future travellers to use British airways. Due to this bad experience, it has impacted all there vacation plans badly. My parents in laws entire USA vacation got disturbed and the health got impacted. They could not able to enjoy the US vacation with all happiness and enjoyment. Now they are very afraid to return with the same return flight back to India. I don't know how I can convince them.

Review: Purchase British Airline ticket on Sept *, 2014 to go to London from Seattle on Oct *, 2014. The amount was $1,365.91. I canceled my travel arrangements on October [redacted], but they claimed I didn't cancel. I tried online twice, first time it failed, second time it worked. I didn't realizes that they hadn't refund the money on my account.

I called the airlines on 7/**/15 and we open a claim #[redacted] and I was informed that within 28 days, I would receive a refund. I ask them why, I hadn't received my refund and they claimed the ticket was not cancelled, I informed them, not true.

The Booking number is #[redacted] & Flight [redacted]. According to the website, I would receive a full refund if the flight is cancelled in 24 hours. I never received a refund or a credit towards another flight, until recently after several months of contacting the airways they refunded me in the amount of $229.91 on August [redacted] on my [redacted] card. They told me that the rest was used for taxes. I never used the ticket because I had to cancel my trip due to family illness.

My British airway claim #[redacted], I feel that this is completely unfair and I can't resolve the issue. I have called over 12 times and waited online a average of 30 minutes. ###-###-####. I called last week again after they only credit me $229.91 and I was informed that they would look into the matter. I was told again they used it for taxes. They have never returned my calls. I need help. No other airlines takes almost the entire amount and refuse to allow you to use it towards a another tickets. Not fair. Please help.Desired Settlement: Credit refund because the tickets was cancelled in a reasonable time or a credit towards another ticket.

Business

Response:

The following email was sent to [redacted] on **Oct15:**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 taking the time to read this email. I've been contacted by the Revdex.com about the refund you received following the cancellation of booking [redacted]. I'm sorry for the delay in contacting you.I realise this matter has been going on for sometime and I understand how frustrated you are with these events. Our records show that when you purchased this ticket on ** September 2014, you purchased a non-refundable ticket. This means that if you were to cancel the booking anytime outside the 24 hour cooling off period you'd only be refunded the applicable taxes from the booking.The cost of purchasing a ticket is made up of the fare, carrier charges and airport and government taxes. On a non-refundable ticket we deduct the carrier charges and fare from any refund. This will have been explained during the booking process on ba.com.The fare for this ticket was $615.00, the carrier charges amounted to $496.00 and the taxes came to $254.91. We do have a cancellation fee of £15.00 per passenger, which equates to around $25.00 and has to be deducted before the refund can be issued. The refundable amount from your booking was $229.91, which is the amount you've received.I know you were unable to take these flights for personal reasons and I'm sorry you've been left disappointed by the refund amount received. I confirm this amount is correct, as per the rules of the ticket you agreed to. Unfortunately, we can't refund anything else.Thanks for giving us the opportunity to review this matter and explain the refund to you. I really am sorry it's taken so long for this situation to come to a close but I trust I've given you an understanding of the refund you've received. I sincerely hope this experience won't deter you from booking to fly with us at some stage in the future. If you need help with anything else, please don't hesitate to ask.Best regardsRichard S[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]

Review: I flew to Milan,Italy July [redacted] and returning July [redacted]. Going to Milan, and leaving from Milan I changed flights at Heathrow Airport. The flights to and from Heathrow were operated by British Airways. Both flights lost my luggage. Going to Milan my luggage was lost for about 5-6 hours, returning home my luggage was lost for 3 days. I had paid a fee for an extra bag, and simply wanted this fee reimbursed since they obviously could not perform the service this fee was being charged for...namely transporting my bags to the same location I would be at, at the same time.

British Airways customer service was unhelpful in every regard. They could not tell me where my bags were, they would not create a customer complaint form over the phone (I was directed by two separate agents to either submit an email...or submit a letter to an address unknown by the agent; both of these contact methods were incorrect), they would not escalate my call to a manager.

After some digging on their website I found the complaint form and submitted it. 12 days later they sent me an email advising me that they had not performed the services they were contracted to do, but would not refund my money either.Desired Settlement: I would like a refund of my baggage fees.

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: Please see the following, a copy of the correspondence I've received:

[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 **Sep15:[redacted]Dear [redacted]I'm concerned to learn from the Revdex.com that you remain dissatisfied with our response to the issues you'd raised. They'd contacted me on ** September, so please accept my apologies for the delay in replying to you.Please be assured, we do not underestimate the impact a delay in receiving luggage has on our customers. We do all we can to ensure a customer's bags travel with them, but it's not something we can guarantee. When luggage does miss a flight, we actively work with all airports and airlines involved to locate it and return it to our customer as quickly as possible.British Airways is covered by the Montreal Convention. This limits our legal liability for delayed or lost luggage. During the delay, we're able to cover the cost of a limited amount of essential items that you may have needed to purchase while without your bags. If you did purchase any essential items while you waited for your luggage, I'd be happy to assess your claim. Please could you send me copies of any receipts you have? Please list any other items and their value. You can upload documents using the link below:[redacted]Alternatively, these may be sent to:

[redacted]Fax: ###-###-####Please remember to include your Customer Relations reference number if you decide to fax us.We're very much aware that the contents of luggage may have an emotional value beyond the financial value. For instance, photographs can't always be replaced and are obviously precious. For these reasons we can't offer compensation for consequential loss. I'm sorry the agents you spoke with, while your luggage was missing, were so unhelpful. You'd correctly reported the problem both at Linate on ** July and in Washington on ** July. This gave you World Tracer references [redacted] and [redacted] respectively. For the terms of the Montreal Convention to apply, it was important that you did this.At the time you were given each of these references, each agent should have explained what would happen next. These reports alert all users of the World Tracer system that bags are missing. Any bag not where it's supposed to be can be checked against the database. Once luggage has been found, the update is immediately added to the World Tracer file. A route back to the owner is booked and the customer is notified by their chosen contact method.While we appreciate customers would like to be contacted more proactively, until we have a positive update, there is nothing we can add. Although I know it's frustrating, our telephone agents wouldn't have been able to tell you where your luggage was. The World Tracer agents are specialists in luggage tracing. I'm afraid they couldn't raise a complaint or a claim for costs on your behalf. They were correct in asking you to submit either a letter or email as any claim does need to be made in writing. However, it's disappointing that they didn't refer you to our website, ba.com, where all of our contact details can be found.If you haven't found these pages, please follow the "Information" tab at the top of most of the pages, then select "Baggage essentials". On this page, please refer to the "Lost and damaged baggage" link. Alternatively, the information is here:[redacted]I understand your reasons for asking, but we're not able to refund the cost of carrying your extra piece of luggage, because it did travel with us. This charge covers the cost of handling luggage and the impact the extra weight has on an aircraft's fuel consumption. Had your luggage been lost, something we'd acknowledge after 21 days, though we continue to actively search for 90 days, we would reimburse the charge. The only other time we'd reimburse the charge would be if a customer no longer requires the extra item and asks for a refund prior to travelling. You'd have agreed to these terms at the time you booked the extra allowance. As a gesture of apology for our handling of this situation, I'd like to offer you this eVoucher for $100.00. Please accept this with my compliments.eVoucher number: [redacted] Name: Fields Value: [redacted] September 2016If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:

[redacted] Thank you for pursuing this matter with us. I know this isn't the response you were hoping for and I'm sorry to disappoint you. However, I've passed your detailed account of your experience to our Customer Experience team. They monitor our customers' concerns and address areas where we can improve upon our processes and products. Despite this experience, I hope we can welcome you on board again in the future. Please let me know if I can be of any further assistance.Best regardsJoy C[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 - Waterside, Speedbird Way, Harmondsworth, UB7 0GB, United Kingdom. (To find out more, click here [redacted])

Review: My employer purchased a two-way ticket for me from[redacted], ** to[redacted],**, which clearly shows that I already had a valid ticket to travel from[redacted], ** to[redacted], ** on August**, 2014. On that day, I arrived at the airport a few hours before the flight and checked in my baggage with a BA employee. I was never informed by this representative of any cut-off time to pass through security, nor were there any details regarding this issue on the boarding pass that I was issued. When I tried to pass through security to get to my gate I was refused entry and told to check with BA representatives, which I did next. At this time I was informed that I missed my flight, even though there were at least 40 minutes to departure. I tried to reason with the BA employees; however, they were very rude and condescending and was thus unable to resolve the situation. I spoke with a ticket issuer and a manager and they both refused to listen to my pleads. They did not care about the fact that no one has brought to my attention this policy that they claim to have in place. Instead they asked that I pay a fee if I wanted to fly to a different destination the same day or be put on the next day’s flight to[redacted]. Under the pressures exerted by the BA employees and their gross and repulsive disregard to the situation, I paid a $281 fee that they asked for and flew to [redacted] a few hours later.

British Airways has adopted a perverse way of doing business created a one-sided playing field. On the first leg of my journey BA delayed my flight by more than 24 hours and refused to offer any type of reimbursement. Please note that the flight – scheduled for June**, 2014 - was postponed by BA for technical reasons – i.e. circumstances under their control – by more than 24 hours. They refused to offer any type of compensation for delaying their customers by 24 hours but they request and force their customers to pay fees for what they claim was a few minutes delay on my part. I do not find these practices to be fair and blatantly refuse to pay any money to such a dishonest company.

I very much appreciate your time for going over my dispute . Please let me know should you need any clarification or documentation as I am in possession of receipts and communication with the company representatives.Desired Settlement: British Airways should be consistent in how it views and treats issues of lateness. If the company chooses to penalize its customers for being late to board a plane, it should hold itself to the same standards and accept to pay penalties when the flights are late because of factors under the company's control.

BA charged a re-booking fee when they claim I was late to board their flight. I dispute this charge and ask the company to issue a credit card refund.

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]Thanks for taking the time to read this email. We've been contacted by the Revdex.com about some problems you've experienced when travelling with us recently. I'm sorry your initial flight to [redacted] was delayed so heavily on ** June. I realise how much of an inconvenience this must have been for you, what with missing your prearranged house viewing appointments and missing out on your hosting event. I understand things were made far worse when you were unable to board your return flight on ** August. I apologise for the delay in replying.I know it's vital for both our customers and our business that we operate our services as scheduled. We recognise our customers, particularly our business travellers, rely on us to do this. Regrettably there are times when we have no choice but to delay a flight. As you're aware, the delay of your flight was caused by a technical fault with the aircraft. I'd like to assure you the safety of our customers, crew and aircraft is our primary concern. In your email you've advised as well as not attending your scheduled viewings, you've also incurred costs by not being able to attending a prearranged event. I'm sorry that our previous response hasn't addressed this and that you're unhappy we haven't offered any compensation. Unfortunately, we aren't liable for the costs you've incurred by missing your event and as so we'd advise you to contact your travel insurance provider to gain any reimbursement.However, saying that, I've assessed your claim for compensation in line with EC Regulation 261/2004. I'm pleased to say, you're entitled to compensation for the delay of your flight [redacted] dated ** June 2014. The distance of your disrupted flight, as calculated in accordance with EU legislation, was over 3500km. Based on this, you are entitled to €600.00 in compensation.As there is one passenger included in your claim, the total compensation due is €600.00, which equates to $747.01. The fastest and most secure way to settle your claim is by bank transfer. I'll be happy to arrange this for you. Please provide the following information:Bank name Branch name Routing number (9 digits - please provide the paper and electronic sort code) Account number (1-20 digits)You can email your information to us by using the blue link below, or send a fax to [redacted]. You're welcome to send more than one document if you're concerned about providing all your information at once. Please remember to include your Customer Relations reference number if you decide to send your bank details by fax.On your return it must have been extremely frustrating to be told you couldn’t travel on your flight to [redacted] as planned. I understand why you're annoyed, especially as you'd arrived at the airport and were checked in on time.Because our customers expect their flights to leave on time at Terminal * we made check-in and security as smooth as possible to help make sure this happens. We have to be very strict about timing and anything that might delay us. We did trials which showed us that to ensure customers have enough time to get to the gate, they have to be through security 35 minutes before departure, at the latest.We’ve put a boarding card scanner just after security to tell customers if they haven’t enough time. We’ve called this ‘Ready to Fly’. That way they avoid the rush to the gate on the off chance and instead they can make their way to the customer service desk to be re-booked. Staff at the departure gate will also be alerted that you haven’t made it. This means they can get your bags back to you without delaying the flight. It seems very strict I know, but this process improves our punctuality significantly and we must do it if we’re to give all our customers the reliable timetable they expect. That’s not to say I don’t understand how difficult it was for you, I do and I'm sorry.We do display this information on ba.com, on the Checking in section of our travel information pages. You can view this information by clicking on the blue link directly below. http://www.britishairways.com/en-gb/information/checking-in?source=MNVINF3checki...⇄ also display the time you have to clear security on your boarding pass. I'm so sorry you weren't aware of this before arriving at the airport.I realise it's disappointing when this happens, particularly as you then have to pay in order to rebook your ticket. I understand why you're asking us to reimburse the $281.00, but I'm sorry this isn't going to be possible, as the correct processes have been followed.Thanks again for contacting us and giving me the chance to help. I really am sorry for the disappointment caused on this occasion and I hope this won't deter you from travelling with us again. If there is anything else I can do to help you, please don't hesitate to ask.Best regards[redacted]British Airways Customer RelationsYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:http://www.ba.com/yourquestions[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways Plc - [redacted]. (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.

Review: British Airways Record Locator: [redacted] I paid British Air for 4 first class tickets on a flight on August **, 2015 from Chicago to [redacted] (flight [redacted])

British Air subcontracted with [redacted] to operate said flight; that being said my purchase was made with BA not American.

Flight [redacted] had mechanical troubles causing delays and we were placed on another flight (flight [redacted]) also operated by American for British Airways.

All four of our first class seats were downgraded to economy.

I have been trying to get a refund for the fare difference since August.

My tickets were purchased online through Just [redacted]

Just Fly has filed two requests for refund in my name without success.

Here is the copy of the confirmation for the latest refund: request:

Email address: [redacted]

Country Code: [redacted]

Telephone number: [redacted] Error Report reference:

Agency reference:amadeus ref [redacted]

British has used every excuse under the sun to not reimburse us. They were the airline that received my money and therefore I would like to reimbursed for the flight class downgrade. Not sure why it should take 6 months???Desired Settlement: contact by BA/ refund

Business

Response:

[redacted]

Dear [redacted]We've been contacted by the Revdex.com regarding the problems you've had obtaining a partial refund of your flight from Chicago to San Diego on ** August. I really am very sorry this still hasn't been arranged for you, despite your best efforts. I've been in contact with the manager of our Refunds team to make them aware that, not only are you due a refund, but how long you've waited for this matter to be resolved. The manager of our Refunds team would also like to pass on his sincere apologies to you. After investigating this matter, he confirmed we only ever received the boarding passes for two of the passengers who travelled. As a result, he's arranged for another letter to be sent asking for the other two boarding passes. You can expect to receive this soon. Once they receive all the boarding passes they will process the refund as a matter of priority for you.I'd like to assure you I've notified our Customer Experience team of your disappointment. I know they'll share my concern with the time taken to arrange your refund, and look at what we could've done to prevent it.We value you choosing to fly British Airways, and despite the problems you've had on this occasion, I really do hope you'll fly with us again soon. Should you have any further questions or queries regarding this matter, please don't hesitate to contact me again. Best regards Michael W[redacted]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 14446404 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] (To find out more, click here [redacted])

Review: I was scheduled on BA flight [redacted] on May **, 2015 (Reference [redacted]) along with one other passenger. The tickets originally bought were Euro Traveler. However, on the BA “Manager Your Flight” sight, I was given the opportunity to upgrade to the next level-Club Europe for £155 each. I did this for both passengers for a total of £310 charged to my credit card. When rebooked on the new flight we were not booked in Club Europe, but in Euro Traveller. However, I did not receive a refund for the £310 pounds.Desired Settlement: Refund to the credit card used for the transaction within 30 days.

Business

Response:

The following email was sent to [redacted] on **Aug15:**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 following up on refund, I've been asked to contact following the email we've received from the Revdex.com Serving Metropolitan New York on your behalf. Please accept my apologies for the delay in replying. I've checked with our Refunds team on your behalf and can confirm that this has been processed. An amount of £310 which was the total amount paid for the upgrade at the time, has been credited back to the original form of payment which was an [redacted] card ending in [redacted].Please accept my apologies for the delay in getting this resolved for you. Please don't hesitate to contact me if I can help with anything else.Best regardsKaren S[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: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.