British Airways

Review: I've requested assistance in securing a round trip flight itinerary using [redacted] points from the US to [redacted] but no assistance is provided. I have provided an eight month lead time, great flexibility on travel dates and allow for departure from ANY US airport - and after two attempts and ~1 hour on the phone each time, the answer from British Airways has been that I should call back in "a week to 10 days." I need help to finalize an itinerary and schedule flights so I can proceed with other necessary arrangements.Desired Settlement: Schedule a round trip flight itinerary departing from [redacted]) through [redacted] or any other US city (listed in order of preference) to [redacted]) on ANY date December *-**, 2015 in Business Class (preferred), and return to [redacted] via ANY US city 7-10 days after the departure date (business class preferred). It is unreasonable for the airline to ask me to repeatedly call back every week...I simply can't devote the time -just looking to confirm an itinerary that will work. I'm a Million Miler AAdvantage Member with your alliance partner [redacted]...Please help. Thank you.

Business

Response:

The following email was sent to [redacted] on **May15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]I'm very sorry you have had difficulty making a booking to travel to [redacted] in eight months time using [redacted]. I realise how frustrating this must be for you, especially as when you have called you have been advised to call back a week to ten days later. Please accept my apologies for the delay in responding to you.We offer a limited number of [redacted] seats on every route, however on some busy flights we sell these seats almost as soon as the availability is released. We normally suggest you keep checking online, as our customers often have to change their plans, which affects the availability. As our booking system is live and globally used, availability fluctuates from day-to-day, sometimes even in the same day.We’re constantly reviewing our policies and we’ve made a lot of changes to the way you can use your [redacted] because we know it can be difficult at times. Most of these changes have happened as a direct result of customer feedback, so we really appreciate you taking the time to let us know how you feel. I’ve passed on your comments to our Revenue Management team and I know they’ll value your insight.Once again, please accept my apologies for the delay in responding to your email. If we can be of any further assistance, please do not hesitate to contact me.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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The airline has offered to provide further assistance and I would very much like to take advantage of their kind offer. Specifically, I would like the airline to monitor [redacted] award seat availability on a periodic basis for the itinerary identified and notify me when and if seat(s) become available on flights per my original inquiry. That would be greatly appreciated.

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

Sincerely,

Review: Case Reference: [redacted] I initially contacted the British Airways customer service line to get credit for expenses incurred due to the airline mishandling my baggage on an international flight for work purposes. At that time they agreed to mail me a certificate to my home address ([redacted]) in the amount of $500 towards future travel on either BA or AA. This all occurred in October/November of last year (2013). To date I have not yet received this credit and have followed up with several messages since. My most recent was a phone call to customer service and I was transferred to baggage and a gentleman named [redacted] sent an internal email to customer service to resolve this (occurred on August *, 2014). He notified me it would be 1-2 weeks before I may hear back. It is now October [redacted], 2014 and I am filing a formal complaint to resolve and get my $500 in a check rather than future travel as I no longer wish to fly BA in the future as the handling of this issue has been HORRIBLE!Desired Settlement: At this time I want the offer of $500 in future air travel to be made instead in a $500 check payable to me as I no longer wish to fly with BA.

Business

Response:

The following two emails were sent to [redacted]. The first was sent on **Nov13 & the second on **Aug14:

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

FIRST EMAIL SENT **NOV13:

Dear [redacted]

Thank you for accepting my offer. Below are the details. The check will be

mailed to you under separate cover.

As a gesture of goodwill, I would like to offer you an eVoucher for

USD500. Please accept this with my compliments.

Your eVoucher details

eVoucher number: [redacted]

eVoucher surname: [redacted]

Value: USD500

Expiry: November **, 2014

Your eVoucher can be used as full or part payment towards a British Airways

flight booking, excluding bookings made with Avios, with On Business points or

with shareholder discount.

This eVoucher is personal to you and is not for resale or transfer. Please

note that you can make a booking for someone else using the eVoucher.

Only one eVoucher can be used per flight booking.

When making a booking online please enter the surname exactly as it appears

above.

For full terms and conditions and further information on how to use this

eVoucher, please go to:

Yours Sincerely

British Airways Customer Relations

Your case reference is[redacted]

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

SECOND EMAIL SENT **AUG14:

Dear [redacted]

I am in receipt of your most recent email. Please feel free to share my

response with the agencies you contact afterward.

The email explaining the details of the eVoucher was sent out to you on

November **, 2013. The email clearly explains the use of the eVoucher and does

not indicate in any way further documents will be coming in the mail. This is

an electronic document. The same as the electronic ticket you travelled on.

Please also note, a check was processed and sent out to the provided

address back on November **, 2013. I do not have any record of you not receiving

the check.

Based on the above information, an additional check will not be forth coming

as this claim has already been completed.

The opportunity to address your concerns has been appreciated.

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 was under the impression that they would be mailing the voucher to me (i.e. "check") and therefore did not use the voucher on prior travel. Now with the expiration date being so soon there is no chance of using the coucher. The second email was sent after my employment with [redacted] and should have been followed up with a phone call as I had originally requested. At this time I am fine with the $500 voucher but need the expiration date to be increased (Dec **, 2015 would suffice) to allow me to actually use the voucher.

Thank you,

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]Nov14:

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

Dear [redacted]

Thank you for your further correspondence relating to your reservation from

Dallas to Hamburg via London Heathrow on ** September 2013. Please accept my

apologies for the delay in responding, I do realise it is not ideal to wait so

long for reply.

I am sorry that you were unhappy with our previous reply and can see that you

did come back to us to query the eVoucher that was arranged for you as a gesture

of goodwill. You mention that you have been unable to make use of the eVoucher

as your expectations were that a paper voucher would be sent to you, and this

was never received. I have looked into this for you.

I can see that at the time when this was issued, we were also sending you a

cheque for $350.00 relating to your baggage claim. The email that was sent to

you dated ** November 2013 did confirm that a cheque would be sent out, but does

also mention the eVoucher separately along with directions as to how to use it.

I can only apologise if this caused you any confusion and can see that you

did come back to us some time later in August 2014 to query the eVoucher.

We did explain the details of the eVoucher to you in a further email dated **

August 2014. Following on from this, I can only advise again that the original

email sent to you does explain and also provide a link for how to make use of

the voucher. It doesn't indicate that any further documents would be sent on to

you by mail, other than the separate cheque.

I am sorry that to date you have been unable to make use of the eVoucher and

do appreciate this would be disappointing. While I can appreciate your reasons

for asking, I am afraid that taking into account all the information as detailed

above we would be unable to exchange the eVoucher to cash. The eVoucher was

arranged as a gesture of goodwill at the time in addition to your baggage claim,

and with this in mind I am unable to offer this as cash.

I do however,

appreciate that you remain disappointed, and while I can't meet your request for

a cash alternative, I am happy to arrange to extend the eVoucher for you for a

further 12 Months. This would be as a one off occasion, and we would be unable

to offer any further reissues should it expire again.

Thank you again for

taking the time to come back to us to highlight the problems you have

experienced. I do hope I have managed to explain the background and that we can

look forward to welcoming you on board one of our flights again soon.

Best regards

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,

P.S. I do need the voucher information and expiration date from the company to complete this resolution. Please send to: [redacted]

Do NOT use my [redacted] email address as I no longer have access to that. Thank you

Review: This is on BA booking 38LYGB

On the [redacted] of September I changed my flight(san diego to london) from the [redacted] of Oct to the [redacted] of Oct.

The change fee was $275. The website showed the $275 and then the next page, without any other questions asked showed a total cost of around $1900. I assumed this meant the total cost of the flight that I originally had plus the change fee.

When I checked my credit card a few hours later I saw they were charging me $1900. I called and they informed my that I paid for a business class ticket (they don't call it business class, they chose to call it something else). They told me I can do nothing about this and that I am to blame. They can do nothing to help me out.

That evening I went to the Airport here in San Diego. They could do nothing, they gave me a contact of an email and a fax (!!) number in the UK. I filed a complaint on their website. The lady at the airport said she isn't sure that they will get to my complaint by the time I leave for my trip. Meaning I now had a $4000 business class ticket and should just accept it.

The next day I cancelled the ticket. During all of this they could not tell me what the refund would be. Today on the [redacted], more than 3 weeks later, I have still heard nothing from BA. They now have around $4000 of my money.Desired Settlement: They should in the first place have fixed this immediately when I called a few hours later

They should be able to immediately tell you how much the cancellation fee will be

They should refund most of my total of around $4000 that they have of mine

They should be able to get back to a consumer and not let you hang for more than 3 weeks and counting

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:

I did receive $1369 back from BA. This however does not even cover the $2000 of the business class flight I never wanted. It also doesn't cover the original ticket of of around $1700. They responded with a sancitimonious email saying I should be happy to get the $1369 back and sorry for the inconvenience. I am pasting their response below. I called them a few hours after the change was made without me expresly asking for an upgrade. They acknowledge that I never asked for the change to be made but I should somehow know that they call business class by another name. Clearly BA has no interest in taking care of customers. "[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 [redacted]

Dear [redacted]

Thanks for contacting the Revdex.com further regarding your

complaint. I'm concerned to hear you're unhappy with our previous response.

Please accept my apologies for any disappointment this caused you. I

understand you're requesting a full refund of the amount you paid for your

ticket, including the additional cost you paid for the change you made to

upgrade to Club World. As you made a change to your booking on ba.com which

you completed at the time, you've accepted the conditions of your ticket.

Any applicable refund you are entitled to would be calculated according to the

fare rules on the ticket you've purchased. I'm aware you've already received

the applicable refund of $1,369.80 as you cancelled your booking, which was the

correct refund amount you were entitled to. When you originally made

your booking from San Diego to London Heathrow on ** October in World Traveller

Plus, the conditions of your ticket were displayed during the booking process.

The same process was completed when you changed your booking on ba.com, when you

were asked to accept the conditions of your ticket for the date change. You've

explained you were quoted $275.00 to make the date change, and you assumed the

figure on the next page of approximately $1,900.00 was for the total amount you

paid on this ticket. However, the total amount that was quoted was for the

change you made to your booking, which included the cost to upgrade to Club

World.As you accepted the change on ba.com to upgrade to Club World,

this also confirms you authorised for your payment to be processed for the

amendment to your booking. I'm sorry if you didn't realise the change that you

accepted at the time, however our process on ba.com clearly explains the

changes you have made and the charge you are accepting. I appreciate

you contacted us by phone after you realised the charge you received on your

credit card for the change you made to your booking. Our staff were correct to

advise that you couldn't change your booking back to travel in Word Traveller

Plus. As your ticket had already been reissued for the additional charge you

had accepted, any further amendments would've incurred additional charges. I'm

sorry this resulting in you deciding to cancel your booking.I realise

you're requesting a full refund for the total amount you paid for your original

ticket, including the change you made to your booking. I've reviewed your

caseagain, and I can confirm you've received the correct refund for your

unused ticket. Thanks for giving me the opportunity to look at your

case again. We value your loyalty and we look forward to welcoming you on board

again soon. If I can help you with anything else you can reply directly to me

using the blue link below.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]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])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: In 2012, BA came out with a excursive club visa card through chase bank. It advertised that upon approval of the credit card, the card owner would received 50000 avio points which could be used to redeem airline ticket. I signed up and paid$ 95 dollar of annual fee to the credit card. However I could never access my BA exclusive club account or review my account details. I called the customer service number several times and could never get a human being to come to the phone. Their exclusive club service number has no one answer the phone, not even a voice directory. I had paid $190 for the annual member fee to my BA credit card and ending up with nothing. this is a scheme.Desired Settlement: I need the BA customer service contact me with my account information. and I may seek for a refund for the $190 that I had paid for.

Business

Response:

Dear [redacted]

REF: Revdex.com [redacted]

We have been contacted by the Revdex.com about your concerns with

your Chase BA Visa card and using our website at [redacted] to track your Blue

Executive account with us.

Our records indicate on Oct **, 2012-50,000 Avios was posted to your account

plus your account has been credited with Avios for your valid purchases over the

past years. The total amount in your account is 56,586 Avios. The last time

you logged on with us successfully was on August **, 2014.

Chase BA Visa contact details is located on the back of your credit card that

was issued by Chase. Any finance queries needs to be followed up with them

directly.

Our Blue Executive Club dedicated reservation's number is ###-###-####.

All this information is available at [redacted], along with access to your Blue

Executive Club account. If you need assistance in navigating our website,

please do not hesitate calling our web support at ###-###-####. Our agents

are there to help.

Thank you for following this up with us and allowing us to respond. As a

Blue Executive Club member of ours, we do appreciate your business and we look

forward to your continued support.

Yours Sincerely.

British Airways Customer Relations

Your case reference is:[redacted]

Review: Briefly we were issued in 2013 an e-voucher for $1500 we applied it at the checkout for our flight purchase April [redacted] 2014 and the e-voucher though submitted by us has not been electronically applied through what appears as some internal electronic BA error.

We bought 5 tickets to fly from Boston to London Heathrow. The tickets were purchased on April [redacted] 2014. One of the tickets was bought using an e-Voucher (number [redacted] surname [redacted]; value USD 1500; Expiry **/07/2014). The checkout total for the tickets was $5,419.05 which is minus the $1500 e-Voucher so the total we paid for the flight is $6,919.05.

June [redacted] I tried to check in all family members online and I was unable to check in [redacted] even though his details were present. I phoned BA customer service and they were not able to correct the issue and advised me to seek customer service at Boston airport.

At Boston airport we were advised by Airport BA staff that within the system it looked like [redacted]’s ticket was purchased twice. Apparently within the BA system it showed a visa card and then the e-voucher which was applied to [redacted]’s ticket and not to [redacted]’s ticket thus creating an unpaid ticket for [redacted].

To correct this issue the BA staff told us that she would purchase the ticket using the exact authorization code of the original [redacted] April 2014 purchase and that no other charge would occur.

[redacted] assured us that we would not be charged.

The credit card activity dated 06/**/2014 shows a deduction of $1,304.21. we were charged again.

Upon the return to the United States we sought help from customer Service in the UK. The BA staff there updated the file with our query and outlined that she was able to see what had happened and also assured us that a refund would be pending.

The above was entered into our file by BA ticketing staff. This information can be reviewed and we would appreciate any future communication acknowledging that this occurred.Desired Settlement: The e-Voucher even though submitted by us online via the BA checkout system on April [redacted] 2014 was not applied by the BA electronic system. This was not a user error but a system error.

The BA checkout system incorrectly applied the e-voucher to an already purchased ticket – [redacted] ticket and not [redacted] thus creating an unpaid ticket for [redacted].

We are asking that the e-voucher be correctly applied and that we are credited the transaction of 6/** of $1,304.21

The $1,304.21 charge would not have occurred if the BA system correctly applied the e-Voucher (number [redacted]).

We want the $1,304.21 refunded

Business

Response:

Hello

To all concerned. It has been determined there was an error in the issuance of one the tickets for a child travelling in the [redacted] family. This error has now been corrected. A check has already been requested to make [redacted] whole. She has been advised of this twice by phone and a follow up email was also sent. Please advise if you have any further questions

Consumer

Response:

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

Sincerely,

Review: I am still awaiting a refund of the taxes paid on this British Airways ticket, [redacted]. I cancelled this ticket because the flight was changed. But, after repeated phone calls to BA (where I am assured that they are "processing" my refund), after 3 MONTHS, still no refund.Desired Settlement: $184.00

Consumer

Response:

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

I'm sorry that I had to bother the Revdex.com to get a standard matter handled in a timely fashion by British Airways. Thank you for your intervention. It brought this to a close.

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

Sincerely,

Review: I bought and paid for my children to fly from London to Philadelphia to spend the summer with me as I do every summer. I used the option to pay extra and pick their seats, so they sit together. On the flight from London their seat were changed and on the flight leaving Philadelphia, they removed my 10 year old son, gave his seat to a woman that had missed an earlier flight and moved my teenage daughters so they weren't next to each other. When we got to the gate to sort everything out, the man behind the counter was trying to move my daughters and find a seat for my son when his supervisory stopped him. When I asked her why, she refused to answer me and walked away. So, I went to her and asked her what her name was she, once again refused to answer me and walked away. Oh, and this was the last time I will see my kids until next summer. So the last two hours I spend with my children, I had to fight to get them on the plane, that I already paid extra for them to fly on. When I called and complained, the first person I spoke to said it was illegal for them to removed an unaccompanied minor like they did. The second person I spoke to said British Airways has the right to move, change, or removed a person even if they paid extra for their seat. So, that's basically fraud, false advertising, and flat out lying!!!Desired Settlement: I would like a complete refund for my children s tickets

Business

Response:

The following email was sent to [redacted] on [redacted] Dear [redacted]Thanks for contacting us about the problems experienced by your children when travelling to and from Philadelphia in July and August. I'm sorry that after you paid to select seats for them there were problems with the seats allocated. I appreciate the issues on their return flight must have further annoyed you. Please accept our apologies for the delay in addressing your concerns.I note you paid to select three middle seats on the outbound flight on ** March. You then contacted us in July to ask about adding the Unaccompanied Minor (UM) service for Rocco. The UM service was added after a number of calls but does not appear to have been used at the airport. However, our Airport team carried out the pre-flight editing of the passenger list two days before the flight. The seat changes were made in line with the UM guidelines.UMs are pre-seated in approved seating areas and must be seated from the aisle seat, so if there is only one UM in a row, as in this case, they will be seated at the aisle so they are clearly visible to the crew. There is a designated seating area for UMs and Rocco was assigned a seat in this area. As he was on a booking with [redacted], they were seated directly across the aisle. UMs cannot purchase paid seating and this should have been addressed when you initially called about adding the service. In fact, as the children were travelling together as a family, seating could have been allocated free of charge three days before departure. This is possible for those travelling with a child aged between two and eleven. You can find more information about this by following the below link: [redacted] I hope this clarifies why the seating was changed on the outbound flight. A refund of the seating fees of £90.00 has been made and should now be with you.The return flight was a codeshare operated by US Airways ([redacted]). We don't hold any information on whether seating was paid for and the UM service was not booked for this flight. I'm afraid you would need to contact US Airways direct to query the seating changes on their flight. I'm sorry we can't be of further assistance.We appreciate you taking the time to contact us and would like to assure you your feedback is invaluable. We want assistance with seat selection and the UM service to be as helpful as possible and will pass on the comments from your experience. Let us know if we can help with anything else.We appreciate you have a choice when booking flights for your family and regret you were disappointed. We hope you will not be deterred from booking with us in the future.Best regardsIona H[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:[redacted]LEGAL INFORMATION[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

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 [redacted] Dear [redacted]Thanks for your further comments. I regret you remain disappointed and

apologise for the delay in coming back to you.I'm afraid I must reiterate that British Airways can't provide information on

flight [redacted] operated by US Airways. While this was booked through British

Airways we don't handle any aspect of the flight operation or hold

information relating to this. We act as an agent only. With reference to seating, you paid a total of £90.00 to British Airways to

select seating on the outbound flight. This has been refunded in full. If you

paid any seating fees for [redacted] then this will have been a separate transaction,

direct to US Airways. You'll need to contact them for the refund if they

changed the seating. In addition, British Airways has no involvement in other

carrier's passenger lists and any decision to change your son's flight was made

by US Airways. I appreciate this is frustrating but you'll need to contact US

Airways about this aspect of your complaint also.I'm sorry we can't be of further help and hope this clarifies the situation.

Please let us know if we can assist with anything else. Best regardsIona H[redacted]Please do not send payment card details via

email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us,

you can ask your question online:

[redacted]LEGAL INFORMATION[redacted]This email was sent to you by [redacted]. (To find out more, click here [redacted])This email is intended solely for the addressee(s) and the information it

contains is confidential. If you are not the intended recipient (a) please

delete the email and inform the sender as soon as possible, and (b) any copying,

distribution or other action taken or omitted to be taken in reliance upon it is

prohibited and may be unlawful.

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 paid British Airways! I did not pay US Airways or American Airlines. They transferred my children's flight to US Airways. They are responsible for refunding me the money I paid to them! It's not that difficult to comprehend!

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

Sincerely,

Review: I purchased a roundtrip ticket (Chicago-Mumbai-Chicago) at [redacted] in Dec. 2014 to fly British Airways in Jan. 2015.

I flew from Chicago (O'Hare Airport) to Mumbai with transit (about 3 hours and 20 minutes) at London's Heathrow Airport. On the way back, the staff of British Airways denied me boarding in Mumbai saying that my U.S. green card whose validity was extended by United States Citizenship and Immigration Services (USCIS) until July **, 2015. with an extension sticker was not acceptable for spending 5 hours at London's Heathrow Airport before catching flight to Chicago. They said that I either needed an I-797 letter from USCIS stating that the green card had been extended by one year or a UK transit [redacted] just for being at a UK airport without leaving it.

This denied boarding required me to be sleepless for more than 40 hours, buy another ticket ([redacted]) and return to USA. Karen S[redacted] and Carol O'R[redacted] in Customer Relations at British Airways have not handled my complaint properly. British Airways has not answered the following questions.

1. USCIS does not issue an I-797 letter extending the validity of an expiring 10-year green card of a legal

condition-free permanent resident by one year. USCIS provides an extension sticker. I am providing a pdf file which has questions and answers about green card renewal and this file mentions extension sticker. Neither this file nor any USCIS document mentions I-797 letter extending validity of an expiring 10-year green card of a condition-free legal permanent resident by one year. How can a passenger produce a USCIS document to an airline

if USCIS does not issue that document to passenger?

2. Rules of UK Transit [redacted] do not mention direction of travel. I was allowed borading in Chicago and transit in UK on the way to Mumbai, India and I was denied boarding with the same immigration documents on the return journey. How can a green card that is valid for UK transit on the way from USA to India suddenly become invalid on return journey?

British Airways has avoided answering these two questions. They keep mentioning I-797 letter stating extension of validity of green card by one year, like a programmed robot that is purely reactive. I have suffered unnecessarily because of rude, incompetent, and inconsistent staff of British Airways.

I request Revdex.com to send this complaint to somebody outside customer service department of British Airways

who is very senior and has authority to issue refunds.

If this inferface does not allow me to upload supporting documents, I will e-mail pdf files to

[redacted] with complaint number in title of the e-mail. I will send a file with rules of UK transit [redacted],

a file with USCIS's policy of issuing extension stickers instead of extension letters, and a previous response from British Airways stating that I needed I-797 extension letter. I can send more documents like pages of passport, travel tickets and green card, but all that has been already sent to British Airways. But do not hesitate to ask me for those again-asking me to send them again is better than handing this complaint to people at British Airways who already reviewed previous complaint I sent to Aviation onsumer Protection at US Dept. of Transportation.Desired Settlement: Given that the denied boarding caused financial damage, waste of time and suffering (over more than 8 months)

to me and my relatives, British Airways should pay me $5000 to cover direct damage ($1000) and pain and suffering (torts).

Business

Response:

Tell us why here...Dear [redacted]We have been contacted by the Revdex.com regarding your travel with us this past January 2015.I am sorry you remain disappointed with our response, unfortunately we have no control over the documentation any country requires for transiting through or visiting as these requirements are put in place by each individual government. According to our records we were correct in denying you boarding on our flight to London Heathrow ** January, 2015. Your ticketing details were sent to our Refunds team for their review and we have received confirmation that a refund was processed today for the amount of USD110.57 to [redacted] card ending in [redacted]. Please allow at least one billing cycle for this credit to appear on your statement. The ticket you had purchased is non-refundable, however, as a goodwill gesture, I have arranged for you to have an eVoucher in the amount of USD350.00 for the unused coupons of your ticket, to offset the loss of your return coupons. Please accept this with my compliments.Your eVoucher detailseVoucher number: [redacted] eVoucher surname: [redacted] Value: USD350 Expiry: **/OCT/2016 Your eVoucher can be used as full or part payment towards a British Airways flight booking, excluding bookings made with Avios, with On Business points or with shareholder discount.This eVoucher is personal to you and is not for resale or transfer. 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]Thank you for coming back to us about this and for giving me the opportunity to review your claim again. I realize this may not be the answer you were expecting but hope that we will have the pleasure of welcoming you on board one of our flights again soon. Yours Sincerely [redacted]British Airways Customer RelationsYour case reference is:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

British Airways offered a refund of only $110.57 to my credit card and an eVoucher with $350 value.The total value of this is only $460.57 which is less than my direct loss of $1000. Also, this offer requires me to travel in next 12 months, buying another British Airways ticket. I am not sure how many people will want to fly British Airways after their plane caught fire in Las Vegas last month. $460.57 is much lower than my direct loss and it is also smaller than half of the price of my original ticket ($1068.76) that could not be used for return journey due to denied boarding. I could not buy a new one-way ticket after denied boarding for $460.57 or less. Also, British Airways does not explain how they came up with $460.57.I know that British Airways has no control over the rules of individual governments. Still they have control over how to interpret and enforce those rules. They made a mistake in interpreting rules when they denied me boarding. The rules of UK transit [redacted] do not say that green cards whose validity is extended with extension stickers are invalid for UK transit. I talked to USCIS multiple times and also provided a proof of the fact that USCIS (United States Citizenship and Immigration Services) does not issue an I-797 form extending the validity of a 10-year green card of a condition-free permanent resident like me by one year. British Airways wanted this I-797 form to allow boarding, but as I proved with USCIS document, such a form isnot issued. Also, the response of British Airways does not explain inconsistent behavior of their staff. Their staff is trained poorly and inconsistently. Their staff at counter at O'Hare Airport in Chicago found my green card with extension sticker valid for UK transit on the way to India from USA. Their staff at Chhatrapati Shivaji International Airport (CSIA), Mumbai, India found the same green card with extension sticker invalid for UK transit on the way from India to USA. How can a green card valid for UK transit in one direction of travel become invalid for UK transit in opposite direction? My green card with extension sticker was valid for at least 6 months after the date of denied boarding.If British Airways does not want to issue a cash refund of $1000, they should issue multiple eVouchers with a higher total value valid over a longer period to give flexibility in traveling. They should issue 6 eVouchers worth $500 each (total eVoucher value $3000) valid over 5 years. They can consider the already offered incentive of $460.57 as a part of $3000.

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

Sincerely,

Business

Response:

Tell us why here...Dear [redacted]We have been contacted by the Revdex.com once

again regarding your claim. The ticket you had purchased

[redacted] is non-refundable. The base fare you paid was USD381.00 and

the taxes were USD687.76. The outbound from Chicago to Bombay was

used. The refund you received of USD110.57 are the refundable taxes paid on the

open coupons for the return portion of your ticket. As your ticket remains

non-refundable, as a gesture we offered you an eVoucher of USD350.00 to offset

the loss of your return coupons. We have reviewed your claim again and as mentioned in an earlier email you

were sent on ** July. Your [redacted] can't be used as an exemption from

having a UK transit [redacted]. In these circumstances it does also mean that you

are unable to rely on your extended green card as an exemption from a UK transit

[redacted].To be eligible to transit the UK without a [redacted] and using an

expired green card as an exemption, you would've needed to be able to present

your expired green card, along with form I-797 indicating that the card had been

extended for a year.I do appreciate that you were travelling with a

green card that had been extended on the reverse of the card and letter I-797C,

as opposed to letter I-797. The letter I-797C is an appointment letter and

clearly states that it “does not grant any immigration status or

benefit”. Whilst this method of extending a US permanent residence is perfectly

acceptable to the US authorities and allows you to re-enter the US as a

resident, it doesn't exempt you from the UK transit [redacted] requirement. I

can only advise after reviewing the information that our staff in Mumbai were

correct in advising you that you were unable to travel. On this occasion you

didn't hold the right documents to transit through the UK. My apologies

that our check-in agent in Chicago did not question your documents with a Duty

Manager on the day you traveled. However, it is the sole responsibility of the

passenger to make sure he has all the correct documentation for his journey to

the country he is visiting as well as any country he may be transiting through. As we do not take your concerns lightly, I can assure you that this

matter has been brought to the attention of the Duty Managers in Chicago where

it will be handled internally with the agent in question. While I can

appreciate your reasons for asking, I'm afraid I am unable to meet your request

for additional compensation. Please accept the eVoucher offered in the spirit it

was intended. I hope that this will not come as too much of a

disappointment and that you'll be joining us on a British Airways flight again

soon. Yours Sincerely[redacted]British Airways Customer RelationsYour case

reference is:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As I have been saying, USCIS (United States Citizenship and Immigration Services) does not issue an I-797 form extending the validity of an expiring 10-year green card of a permanent resident like me who has no conditions attached to the green card, by one year. I also submitted a USCIS document to Revdex.com with this complaint stating that extension stickers are used. Extension stickers do provide immigration benefits. I am submitting it again. I have confirmed it twice by visiting USCIS office in Milwaukee, Wisconsin in person.The compensation ($460) offered by British Airways is very low compared to my loss (direct damage of $1000) . Also, the roundtrip British Airways fare for Chicago-Mumbai-Chicago journey for Jan. 2016 is about 40 percent higher compared to Jan. 2015 ($1462 in Jan. 2016 for ** Jan.-** Jan. dates compared to $1068 in Jan. 2015, which shows an increase of almost $400 in one year). The $350 eVoucher they offered is not even enough to offset this increase.British Airways has the second most expensive fares among 15 airlines on [redacted] with just Singapore Airlines charging more. Turkish Airways' fare for the same dates in Jan. 2016 is lowest (only $919) compared with $1462 of British Airways. British Airways taking an action againist their airport agent in Chicago does not solve my problems. Also, incorrect knowledge of staff of British Airways and its inconsistent execution is not limited to Chicago's O'Hare Airport and Mumbai's CSI Airport, it exists at London's Heathrow Airport as well. My green card with extension sticker was examined at London's Heathrow Airport on the way from Chicago to India and no objection was raised. The staff of British Airways in Mumbai who denied me boarding said,``If we allow you to fly, you will be sent back from UK to India and British Airways will be fined 2000 pounds for carrying you.'' As per this, the staff of British Airways in UK should have sent me back to Chicago. Was British Airways fined 2000 pounds for carrying me from Chicago to Mumbai via UK?Whether my ticket was refundable or not does not matter, my loss was caused by mistakes of employees of British Airways and they should adequately compensate me for that. If British Airways has a genuine desire to compensate me adequately for direct loss, I am sure that there is a person at British Airways who has the authority to issue much higher refunds or eVouchers than what they offered me. Why are they using refundability of the ticket as an excuse to offer a very low compensation to me? I have uploaded one more USCIS document with relevant portion highlighted with my notes. This document clearly states that I-797 letter is given to people who acquire U.S. permanent resident status through marriage or entrepreneurship. I do not fall in this category. Not all U.S. permanent residents are same and not all U.S. green cards are same-there are categories and there are categories within categories. The staff of British Airways simply does not understand the complexity of immigration law and the diversity in the immigration documents issued. The naive responses that British Airways has been sending will not stand up in court.To satisfactorily compensate for my direct loss, British Airways should credit $890 more to my credit card or send a check in this amount or issue 5 additional eVouchers worth $500 each, with total value $2500, usable at any time over the next three years for any passengers, as long as I make the booking. I have acquired legal advice. I have also contacted House Aviation Subcommittee in Washington DC about this matter.

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

Sincerely,

Review: I have made between 10 and 20 international calls to the hotline over the past 2 years, in an attempt to change the name on my Executive Club account. From my location in Africa, there is no call collect option, and even though I have (after an average of 10 minutes waiting to speak to the operator, explained that I am calling internationally, I have only twice spoken with someone with enough determination to start finding the answer before the connection failed, the $10 of phone credit I had on hand ran out, etc. Asking for a manager does not have any effect except to prolong the call. I have also asked at the ticket desk, at the Heathrow 5 Helpdesk, while traveling

On the [redacted] call or so, I was requested to provide the following in order to change the name by fax (this information should have been easily accessable to all representatives and available in the FAQs online): Passport copies - Old name and New Name - Marriage Certificate, written request of change, and account number. I have driven hours around town looking for a working fax machine, finally finding the only one working. I faxed, Internationally, to their offices the required documents. The only response from this was: The documents were not clear, please send by mail.

I cannot send them by mail, since they are sensitive documents and I have experienced mail theft here at my location 2 times in the last 6 months - it is not safe. Would BA like to pay for the courier services???Desired Settlement: 1)Complete the job without further hassle, by: Emailing me an email address where I can provide a clear copy of these requested documents, which I cannot provide by clear fax or by mail safely. Credit me all the AVIOS miles I have been loosing since July 2012 from my international/ transcontinental travel and from my Executive Club [redacted] Credit Card. Credit me with additional Avios miles/upgrades to make up for my trouble and phone call costs.

2) change your policies and training so as to provide customer service for the Executive Club at your Airport Hubs at least. Provide email interaction where someone can reply to the sender so that continuous conversations can happen and people can actually resolve the problems with your representatives in a reasonable amount of time.

Business

Response:

The following email was sent to [redacted] on **Oct14:

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

Dear [redacted]

Thank you for getting in touch with us again about updating your name details

on your Executive Club account.

I'm pleased to confirm, your name has now

been amended. I have also ordered a new card for you, which you should receive

in the next 28 days.

If you need to update your name details on any future bookings that you have

made, please contact your local reservation centre quoting either your Executive

Club membership number or booking reference. Their details are available at

While I've been able to update your name details, the

other issues you raise in your fax, have been unresolved, as the information was

illegible. Could I please ask you to re-send a further copy to us by post or

fax.

As soon as this information is received, we will be happy to look

into your queries further.

I am sorry not to have fully answer your

queries, but I hope to hear from you soon.

Best regards

British Airways Executive Club

Your case reference is:

Executive Club Number: [redacted]

Please do not reply directly to this email by using the ‘reply’ function on

your personal email settings, as it will not be received.

HOW TO CONTACT US

If you have a particular query about British Airways,

you can ask your question online, or send us an email:

LEGAL INFORMATION

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has been resolved only partially because:

I am very satisfied that my name has been changed as per my request. However, I need further assistance to transfer my avios points, and I still don't have a way to communicate with the business. Their response said I should communicate with them by mail or by fax, both of which don't work for me. I can't get through on their phone lines, and I haven't been given an email address that I can respond to.

My complaint would be resolved if somebody within the business would contact me by email in a way that I can respond directly, so that I have a contact person to communicate with in future.

Sincerely,

Business

Response:

The following email was sent to [redacted] on **Oct14:

Dear [redacted]

Thank you for requesting Avios and Tier Points for your flights with us in

February and March 2014.

As you are aware, Avios are usually credited to your account after you’ve

flown. You should make sure you correctly enter your membership number into

your booking, and that the name on the booking matches the name on your

account. I appreciate that there are times when this does not happen and I know

how frustrating this can be.

Members usually have six months from the date of travel to claim for any

missing flights but to thank you for your loyalty, I have now credited your

flights. You can see this if you log in to your account at ba.com.

In the future, we do recommend you keep a copy of your e-ticket itinerary and

boarding passes until your flights have been credited to your account.

If you then find you’re missing any Avios within six months of completing a

flight, you can either log in to your account on ba.com and click on ‘Claim

missing Avios’ or send a copy of your e-ticket and boarding passes to your local

Service Centre.

Thank you for also getting in touch with us to claim your missing Avios for

your transactions with [redacted].

We're looking into your claim for you and we'll only contact you again if the

claim does not earn Avios or if we need more information.

For more information on earning Avios, including details of who you can earn

with and how, go to [redacted]

I hope this information has been helpful to you.

Best regards

Your case reference is: [redacted]

Executive Club Number:

Please do not reply directly to this email by using the ‘reply’ function on

your personal email settings, as it will not be received.

HOW TO CONTACT US

If you have a particular query about British Airways,

you can ask your question online, or send us an email:

LEGAL INFORMATION

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. While I do believe that the business can take further steps to provide better customer care through their website and hotline, they have resolved the issues I requested on my own behalf, and must make their own decisions about policy and process within the business. I do appreciate their quickness in responding once the Revdex.com contacted them.

Sincerely,

Review: Recently, amid the Ebola scare, British Airways canceled all flights in and out of Liberia without warning. I was there on a service project with my Harford County incorporated nonprofit and also had my 12 year old Harford Co DHS (Maryland) foster daughter with me.

British Airways only provided us options of getting out of the country by first flying to another African country which required obtaining a visa- minor child, foreign passport, no birth parent present- visa was not going to happen. When I brought this concern to the airline staff on the ground, I was assured that if I could find flights on another airline, we could file for reimbursement using their website. Since no one was willing to put it in writing, I checked their website which does state policies for reimbursement in the event of flight cancelation before booking a flight.

To this day, I have been dragged in circles over this matter and have received no reimbursement for the approximately $7000 spent to bring myself and my foster daughter home to Maryland.

Policy on britishairways.com under contingency plans states:

British Airways will take all reasonable measures necessary to avoid delays in carrying you and your baggage. These measures may, in exceptional circumstances and if necessary to prevent a flight being cancelled, include arranging for a flight to be operated by another aircraft, by another airline or by both.

If we cancel a flight, delay a flight by five hours or more, fail to stop at your place of stopover or destination, or cause you to miss a connecting flight on which you hold a confirmed reservation, you can choose one of the three remedies set out immediately below.

Remedy 1

We will carry you as soon as we can to the destination shown on your ticket on another of our scheduled services on which a seat is available in the class of service for which you have paid the fare. If we do this, we will not charge you extra and where necessary, will extend the validity period of your ticket.

Remedy 2

We will carry you to the destination shown on your ticket, in the class of service for which you have paid the fare, at a later date at your convenience and within the validity period of your ticket, on another of our scheduled services on which a seat is available. If we do this, we will not charge you extra.

Remedy 3

We will give or obtain for you an involuntary fare refund.

We will give you additional assistance, such as compensation, refreshments and other care and reimbursement, if required to do so by any law that may apply.Desired Settlement: Reimbursement of additional expenses incurred to exit the country since no viable options were provided.

Business

Response:

Please note 2 emails sent to the passenger email below sent on ** Oct 2014Dear [redacted]Thank you for your email addressed to [redacted]. He has asked me to respond to you directly on his behalf. I am sorry we have not replied to you sooner. I was sorry to hear that during your trip to Monrovia our flights were suspended due to the deteriorating public health situation there. I can appreciate how frustrating this must have been for you and understand why you immediately rebooked your flight through Brussels Airways. The options that were available to our passengers at the time were to rebook on a British Airways operated flight between London Heathrow and Monrovia or Freetown up to and including ** September 2014. The alternative to this was to rebook from ** October 2014 up to the validity of the original ticket. There was also a change of gateway permitted, meaning that you would have been able to rebook on a British Airways flight between Lagos, Abuja, Accra or Nairobi and London Heathrow. Passengers choosing this option would need to make any forwarding travel arrangements at their own expense. Whilst I understand you may have been unable to accept any of the above options due to time or visa restrictions we are unable to reimburse you for the flight you booked with Brussels Airways. As I can see from your original booking we have reimbursed you for the unused sectors of your flight and can confirm this is the correct refund that is due. I realise this may not be the response you were hoping for and I am sorry I cannot assist you further. I hope that our decision does not deter you from flying with us again in the future. Best regards[redacted]Below email sent on ** November Dear [redacted]Thank you for your patience whilst we reviewed your case. I do understand this has been a difficult situation for everyone involved.When the Monrovia flights were cancelled we offered to make arrangements for our passengers travelling through an alternative gateway or a refund of the unused portion of the ticket. I understand that the option to travel via these destinations was not possible for you due to visa restrictions, and we made the arrangements to refund the unused ticket to your travel agent.We will not be able to reimburse your airline tickets that you booked with Brussels Airways. I know this is not the answer you were hoping for but regrettably we cannot assist you further with this matter. I do hope that we can welcome you back on board in the future.Best regards[redacted]British Airways Social Media ExecutiveYour case reference is:[redacted]I realise this may not be the response you were hoping for and I am sorry I cannot assist you further. I hope that our decision does not deter you from flying with us again in the future. Best regards[redacted]British Airways Customer RelationsYour case reference is:[redacted]been able to rebook on a British Airways flight between Lagos, Abuja, Accra or Nairobi and London Heathrow. Passengers choosing this option would need to make any forwarding travel arrangements at their own expense. Whilst I understand you may have been unable to accept any of the above options due to time or visa restrictions we are unable to reimburse you for the flight you booked with Brussels Airways. As I can see from your original booking we have reimbursed you for the unused sectors of your flight and can confirm this is the correct refund that is due. I realise this may not be the response you were hoping for and I am sorry I cannot assist you further. I hope that our decision does not deter you from flying with us again in the future. Best regards[redacted]British Airways Customer RelationsYour case reference is:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

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

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

Sincerely,

Business

Response:

email sent today with contact details for TFI International travel and sub-agent[redacted]Dear [redacted]Please note that the refund was issued on ** August to TFI International - the agents name that appears on your travel record is [redacted] at TFI phone number is [redacted] Ext. [redacted] I spoke with [redacted] on ** November and he confirms he did receive the refund as they issued the tickets. However, he said you need to get in touch with the sub-agent for your refund as she is the one you made your booking with and paid. The agent's name is [redacted] has provided two telephone numbers for her [redacted] and cell her number is [redacted].I hope this information helps. Please note there will be no further correspondence regarding this claim as all concerns have been addressed and British Airways has fulfilled their obligation regarding ticket refund. Sincerely[redacted]British Airways Customer RelationsYour case reference is:[redacted] as all concerns have been addressed and British Airways has fulfilled their obligation for ticket refund.

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:

Again, my complaint is for reimbursement of additional expenses: $7,134.80 due to additional ticket purchase when British Airways canceled my flights providing no other options to exit the country when they did make arrangements for other travelers. AND a $876 refund for the change in ticket cost for the August [redacted] flight that was cancelled.British Airways has not met their responsibility for either point of Remedy 3 as stated in their own policies: Point 1- refund (which would include change in flight costs) and reimbursement of additional expenses.

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

Sincerely,

Review: Refund claim not honored by British Airways. No response from BA. Incident: [redacted]

The ticket was purchased from [redacted]. I had postponed my original flight from May [redacted] 2013 to May [redacted] 2013 and upgraded my ticket to premium economy for which I was charged $1376.40. On [redacted] the BA flight was oversold and I was offered economy ticket on Southern China airlines. BA staff in Bangalore India told me to apply for refund of $1376.40 with British Airways later. I filed the refund claim later in June 2013 (Incident: [redacted]). There has been nor response from British Airways and the refund claim is ignored.Desired Settlement: Refund of additional $1376.40 which was charged for the upgrade to Premium Economy class ticket.

Business

Response:

Revdex.com case# [redacted]

BA case# [redacted]

Dear [redacted]

Thank you for your patience.

The British Airways refunds team has let me know a refund has already been processed for ticket [redacted] for INR 60122.00 to VI card ending in [redacted] on August **, 2013.

All refunds must be processed back to the original form of payment.

[redacted] must contact their travel agent for final refund from the travel agency they purchased their ticket from.

The refund was processed to VI card ending in [redacted] on August **, 2013 via SYFA Reference Number: [redacted]

Letter sent to passenger advising that refund has already been processed for the amount of INR 60122.00 to VI card ending in [redacted] on August **, 2013

Please let us know if we can be of further assistance.

Yours Sincerely

Your case reference is:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:Revdex.com: The business's response does not resolve my complaint.

[I have not received any refund on my VISA card ending in [redacted] as claimed by British Airways. I had purchased the original ticket through [redacted] but the upgrade to the premium economy was done directly with British Airways and I had given them my card number over the phone. [redacted] has no knowledge of such a refund being made and they are asking me to contact British Airways about this. At the end of the day I have still not received my refund.]

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

Sincerely,

Business

Response:

Revdex.com case# [redacted] California

Revdex.com case # [redacted] New York

BA case# [redacted]

A refund has already been processed for the amount of INR 60122.00 to VI card ending in [redacted] on August **, 2013

Yours Sincerely

Review: British Airways lost my luggage while I was in route from London to Rome last Sept. *, 2013. On December *, 2013 I submitted documentation to them for compensation as requested by them. I have sent them Email ever week since January *, 2014 asking the status of my claim but have not received any reply.Desired Settlement: reimbursement for lost items and luggage.

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,

Business

Response:

Dear [redacted]

Thank you for writing back to us. I would like to apologise for the delay in replying to you. I am sorry you are unhappy with the way your claim is being handled. I can understand how upsetting it must have been for you. Please accept my sincere apologies for the inconvenience caused.

I would like to inform you that like all UK airlines our legal liability is limited where checked-in baggage is concerned. The maximum claim for each customer is 1,054.18 GBP. I have arranged to send you a cheque for 1,719.14 USD, equivalent to 1,054.18 GBP. You will receive it shortly.

We appreciate your patience in this matter, as it had taken longer than usual to deal with your claim. Thank you again for contacting us and we look forward to welcoming you on board again soon.

Best regards

Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:

OTHER CONTACT INFORMATION

if you have a general query about British Airways or your journey with us, you can ask your question online:

http://www.ba.com/yourquestions

LEGAL INFORMATION

This email was sent to you by [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: On December **, 2015, I flew from Phoenix AZ to Paris France on a British Airways flight. When I arrived at my destination, my luggage was not found. As of January **, 2016, my luggage has stilton been found. I provided a detailed inventory of the contents of my luggage. It contained many expensive and difficult items to replace. I was told over the phone by British Airways that I would be reimbursed for the full cost of the items. On January [redacted], 2016 I received an email from British Airways stating that they were going to depreciate the reimbursable amount of the items by 50%. Thus they are only offering to reimburse me $704 for the loss of my suitcase. The total estimate that I made for the cost of the items was apron $1400. I feel that this is very unfair to deprecitate the items by 50%. I was very honest about what was in the suitcase and what it was worth. It will definitely take more than $704 to replace what they have lost. I would like to be reimbursed the full amount that I estimated my suitcase to be worth. This whole ordeal has cost me so much time and effort. All in all, I can honestly say that between all of the time I have spent corresponding with British Airways and the time that it will take me to replace my lost items, that I will have spent in excess of 50 hours dealing with this issue. I believe at the very least that I should receive the full amount of my claim for the missing items, $1408. I also think that I should receive a partial refund on the amount that I paid for my airfare.Desired Settlement: I believe at the very least that I should receive the full amount of my claim for the missing items, $1408. I also think that I should receive a partial refund on the amount that I paid for my airfare.

Business

Response:

The following email was sent to [redacted] on **Feb**: **Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]Thanks for both of your emails sent on the ** and ** January. We have also been contacted by the Revdex.com on ** January, regarding your lost baggage. Please accept my apologies for the delay in getting back to you. As per previous correspondence, most airlines and insurance companies apply 50% depreciation unless receipts can prove your missing items. As an audited department, we have to request receipts when paying a claim in full up to our maximum liability. The journey with us was governed by international air law and this includes provisions for the amount we can pay on a claim of this kind. Therefore, without receipts we are only able to offer you a total amount of $704.00. You may be able to claim the difference from your travel insurance, and I'll be more than happy to provide you with any documentation they may require.A total amount of $704.00 was transferred to the bank details you provided, on ** January. The transfer can take up to 5 working days to appear in your account. If this amount does not appear in your bank account after this time, please let me know and I will look into this for you. Thanks again for getting in touch with us and giving me an opportunity to respond to your concerns. I hope we get the chance to welcome you back on board again in the future. If there's anything further we can assist you with, you can reply to me directly using the blue link below. Best regards Kerrie C[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]

Please use the following link to send us a reply and quote your case reference [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 British Airways Plc - [redacted] (To find out more, click here [redacted]) This email is intended solely for the addressee(s) and the information it contains is confidential. If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful.

Consumer

Response:

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

Sincerely,

Review: My wife and I recently took a vacation and used British Airways. We paid $200 USD to take two additional bags. Our bags ended up getting delayed and we did not receive them until near the end of our vacation. It was a stressful situation and caused a lot of problems. I asked British Airways to refund the bag fee since our bags did not make it to the desired location. I was told that they do not refund bag fees and did not have to due to the Montreal Convention. This is very unfriendly to the consumer and gives little accountability to the airline.Desired Settlement: $200 bag fee refunded

Business

Response:

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

Dear [redacted]Thanks for coming back to us. While I appreciate your reasons for asking, I'm afraid I'm unable to refund your excess baggage fee.I'd like to inform you that, under the Montreal Convention if a bag is mishandled passengers are only liable to claim for the essentials purchased as a result of the delay. However, if you have travel insurance it may be possible to claim for the delay caused. Thanks again for taking the time to get in touch with us. If you have any questions, please don’t hesitate to contact me directly. I hope we can welcome you on board again soon. Best regards Eric D[redacted]British Airways Customer RelationsYour case reference is:[redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]Please do not send payment card details via email[redacted]

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 paid for excess baggage that I needed for my trip. I did not receive the baggage until the trip was over half way over. I would not have even sent the excess baggage if I knew I would not be able to use it. It seems like an injustice to the consumer to say your business is not liable due to a convention. It's a wonderful airline that I have used a number of times, but not refunding baggage fees for baggage that does not make it to a destination in time enables zero accountability from the business.

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 **Jan16: [redacted]

Dear [redacted]Thank you for your reply.I'm afraid we'd be unable to reimburse you for the cost you paid for your excess baggage and I'm sorry to disappoint you further. However, to show you how much we appreciate your support, I’d like to offer you an eVoucher for $100.00 as an apology. 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: $100.00 Expiry: [redacted] If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to: [redacted] Thanks again for contacting us. If there's anything else I can help with please contact me using the blue link below. I do hope, despite this, we can welcome you on board again soon. Best regards Nikole A[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]

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:

That is still only half of the money that I was out for paying for bags that did not get to me in time. I appreciate the response, but I would still be out 1/2 of what I paid.

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

Sincerely,

Review: My avios number is [redacted] my wifes is [redacted]. we have canceled several tickets booked with avios but did nor receive the refund. I was repeatedly promised that the points would be refunded but they never were.Desired Settlement: I want the points posted to our account asap

Business

Response:

The following email was sent to [redacted] on **Nov14:================================================**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]I received a copy of your email to The Revdex.com on ** November. Please accept my apologies for the time it has taken me to respond. I was concerned to learn your refund requests have not been processed promptly.I have spoken with our Executive Club team and I am now able to provide the following information. Booking reference [redacted] was made, but not completed, on ** October 2014. Consequently, no Avios were taken from your account.Booking reference [redacted] was made on ** August 2014. The first request for a refund was made on ** October. I am disappointed to note you had to contact us again on three further occasions. The automated process appears to have failed.This booking was refunded on ** November, but it required manual intervention. A Customer Relations case was created under reference number [redacted]. The 30,000 Avios were added to your account on this date and show as an Ex-Gratia payment. Booking reference [redacted] was made on ** October by [redacted] using 15,000 Avios. On ** October you were transferred on to booking reference [redacted]. On ** October we received your request to cancel both bookings. Again, the automated process failed and a manual process was instigated.I can confirm 7,500 Avios were refunded on ** November but the remaining 7,500 Avios have not yet been reimbursed. The Executive Club are arranging to have this done today, but they may take up to 48 hours to appear on your account. I will ensure this is done.Please accept my apologies for the time it has taken to arrange these refunds. While I can understand our automated process may have struggled with the split booking, once you raised the faults with us, we should have corrected them quickly.By way of apology, I have added 5,000 Avios to both your own and [redacted]'s Executive Club accounts. Please accept them with my compliments. For information about how to make the most of your Avios, please [redacted].Thank you for raising this issue with The Revdex.com, but I am sincerely sorry you needed to do so. This is not the service you would expect from us. Despite this experience, I hope we can continue to welcome you on board British Airways flights. Best regards[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am happy with the response but I also did not receive a refund for booking code [redacted]. please look into this and please look into all my and my wife's cancellations to make sure we got the proper refund.Thank you!

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

Sincerely,

Review: My inbound flight from London to Washington, DC was delayed by 4 hours, and the airline has not responded to my filed customer claim (March [redacted]) nor my faxed materials (March [redacted]).After boarding the plane, departing the gate, and sitting on the tarmac for 1 hour, the captain announced that there was an electrical problem with the Business Class oven; he apologized for it not being fixed prior to boarding and stated that the entire plane need to be de-powered. Every passenger was instructed to pack their luggage, board airport buses, and return to Terminal 5 to be given a 5 voucher for refreshments. I informed a Customer Service agent that this delay would cause me to miss my airport shuttle at my final destination, and they confirmed that I would qualify for reimbursement for any expenses incurred. We re-boarded the plane and departed after 6:30 PM, over 4 hours past the original departure time. And after landing in the US and clearing Customs/Boarder Security at 12:01 AM, I was forced to take an unnecessary taxi cab home.Desired Settlement: I requested $350 in compensation (via physical check) from British Airways USA for my grievances.They have not acknowledged the receipt of my documents, nor e-mailed/called me as I requested. And I had informed them that I would escalate the issue to the Revdex.com if I had not heard from them within 5 business days.Thank you for your time and please let me know if you require additional information.

Business

Response:

Revdex.com Case Reference #[redacted]

BA Case Reference #[redacted]

Dear [redacted]

Thank you for your recent letter dated **April 2014.

I am grateful that you have contacted us regarding [redacted]'s claim with British Airways.

For your reference and files, I have pasted below our previous correspondence sent to [redacted] on **April 2014.

If you have any further questions, please feel free to contact me directly at

[redacted].

Thank you again for taking the time to contact us.

Yours Sincerely

Dear [redacted]

Thank you for your recent email reply.

I am sorry to learn that you remain disappointed by my last response to your previous correspondence.

As mentioned in my letter to you dated **March 2014, your claim for compensation has been refused because flight BA265 on 09/**/2014 was delayed due to a technical issue that was outside of British Airways' control. Under EU legislation, British Airways is not liable for a compensation payment in this situation.

Unfortunately airline operations are subject to circumstances outside the airline's control. British Airways takes all reasonable measures to avoid delaying and/or cancelling a flight in such circumstances. Consideration is given to whether there are any operational options available before a decision to delay is made. We are sorry that the delay was necessary in this case.

You had also mentioned of your unexpected taxi costs for 69.00USD, as a result of the delayed arrival of your flight, and I have arranged for our check in that amount to be sent to you shortly under a separate cover. Please allow 14 days for it to arrive.

If you had incurred any additional costs as a result of the delay, I would therefore be glad to consider a contribution towards the costs, and would be grateful if you would forward, as an attachment, copies of receipts to [redacted] stating Case Reference [redacted] in your subject line, or fax to ###-###-####. When sending a copy of your credit card statement, please blackout your account number. Do not send us credit card numbers.

Alternatively, you may mail to:

If a settlement is due, the fastest and most secure way to settle your claim is by bank transfer to an American account. Please provide the following information so I can set up your bank transfer:

Bank name

Branch name

Routing number (9 digits)

Account number (1-20 digits)

I should add that airlines have only limited liability when it comes to compensation in a situation like this. So if you had travel insurance, can I suggest you also inform your insurance company about what's happened.

I am grateful for the opportunity to directly respond back to you and I hope you will continue to fly with British Airways in the near future.

Yours Sincerely

British Airways [redacted]

Your case reference is:[redacted]

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. However, if I do not receive the physical check from British Airways within 14 days of their e-mail (by April [redacted]then I will re-escalate this issue to your office and other regulatory authorities.

Sincerely,

Review: I purchased two tickets for my father and mother in law Passenger Name: [redacted]

Ticket Number is [redacted]/**. they came to the US and few weeks later my mother in law was diagnosed with cancer. she need emergent chemotherapy and she is not allowed by her doctor to use her return ticket.

We called priceline who booked our tickets, they in turn have us speak in a conference call with British airways agent. agreement was made for us to provide proof of her sickness and in turn BA will reschedule her tickets to a more suitable time at no extra charge.

We provided a letter from her cancer doctor along with pathology report proving her cancer but then BA agent refused to reschedule and would refund only the unused taxes.

we have many e mail exchanges with them and priceline without a resolution.Desired Settlement: It makes a lot of sense to us to be rescheduled at no extra cost since the circumstances is extra ordinary and we provided the needed documentation. if this is not an option then I would expect a refund on the ticket itself rather than just the tax part of it.

Consumer

Response:

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

Review: asked for 3 seats refund due to their switching my requested seats and only 2 seats had gotten credited but missing one more, email them for the problem (case # [redacted]) but no response, called, no response.Desired Settlement: should give me another one seat refund for $42

Business

Response:

Revdex.com case ID #[redacted]

As discussed, I am sending you an acknowledgement that the claim [redacted] has with our office regarding reimbursement of her prepaid seating has been resolved and verified directly with the passenger.

Our Refunds department has advised me that a confirmation letter was also sent to [redacted] advising that the refund has already been processed for their prepaid seating.

Thank you for allowing me to get back to you. Please let me know if you require any further assistance.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I travelled on BA [redacted] on July [redacted] from LHR-PHL. The seat I sat at had someone elses hair and greese from the head all over the window and the screen in front of me. Rang the cabin attendant bell, and was ignored. I brought this to the attention of the crew and was made to clean the mess up myself. Reading light did not work. Passenger next to me reading light would not turn off. One toilet did not work. Another had no hand towels. Another toilet leaked out into the main cabin. Missed connection in PHL and was told by BA ground crew that they would recompensate me for a hotel for the night plus the taxi fare to and from the airport. Sent receipts in. They have not responded.Desired Settlement: I need to be refunded for the Hotel and Taxis and demand a refund for the state of my seat and having to clean the aircraft myself. I would like to have damages for being out of pocket for so long also and a public apology and evidence of a thorough investigation and remedial action would also be desirable.

Consumer

Response:

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

Sincerely,

Review: I bought an international ticket through British Airways. The instructions clearly states that I am able to book my seats free 24 hours prior to departure of my trip. I did reserve the seats in the outgoing trip. In the return trip, the website did not allow to me to reserve the seats and asked my to pay money for them. I called on line support. They initially explained that this is because the last leg of the flight (it is a 3 leg flight) is still more than 24 hours. I explained it is one trip and the terms and conditions on my ticket did not explain that specifically and requested that they make the seat reservation. They refused. I asked to talk to a supervisor. I talked with [redacted] who offered a different explanation regarding why I cannot reserve the seats which is my trip involves multiple airlines. Again, I explained that whatever information they are providing now to explain why I cannot reserve the seats should have been provided to me when I bought the ticket so I can make an informed decision about which airlines to go with. Since they failed to abide by the terms and conditions of the product I bought and failed to fully inform me about the glitches and exceptions, I request a refund of the returning half of the trip.Desired Settlement: Refund for the returning part of the trip: 1393 dollars.

Consumer

Response:

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

Sincerely,