British Airways

Review: I had my assistant book 12 flight to Nairobi Africa and I paid for all of them on my credit card. She booked them and they put all couples on separate reservations. They told her they would link them all together and then use my rewards card to get us all seats for free. They gave us the name of a person to contact. One group emailed the person and got seats and after that we can't get ahold of her to get other seats. She has called and emailed multiple times but no one will help her get our seats. Please help. We were told we would be able to get free seats with the rewards since I paid for all of the ticketsDesired Settlement: I would like all 12 people to have assigned seats right away. I paid for all 12 flights on my credit card.

Business

Response:

[redacted] Dear [redacted]Thank you for getting in touch with the Best Business Bureau about your booking [redacted]. They've asked us to look into your complaint. Please accept my apologies I've not contacted you sooner.I'm very sorry you experienced problems when you contacted us about using your reward card for reserving your free seats. It must have been very frustrating for you when you were unable to speak to the person who was originally helping you, especially as you had purchased 12 bookings and needed them all to be linked together.I'm pleased to learn we were able to help you resolve the matter when we recently spoke to you. It’s only through your feedback we’re able to focus on areas where we need to improve, so we can offer you the best possible service. Sometimes it can take time for us to fix the problems we’re having, but we’ll always work hard to make sure they get resolved. Our Executive [redacted], makes sure we improve continuously across all areas of our business, and I know you’ll see positive changes very soon. Thanks again and I hope you all have a very pleasant flight from Austin in June. Please feel free to contact me directly by using the link below if you need help with anything else. Best regards Samantha M[redacted]Senior Service Recovery ExecutiveBritish Airways Your case reference is:[redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]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.

Review: I booked a flight for my wife on british airways. Booking Refernce number [redacted]. THIS FLIGHT WAS CANCELLED BY BRITISH AIRWAYS. I told my wife about it and she made other plans to get back from Dubai to Chicago. Having said that, BRITISH AIRWAYS CREDITED BACK ONLY A PORTION OF OUR PAYMENT. We are still owed $55 dollars. I have called no less than FIVE times. They confirmed that British Airways cancelled the flight and that I would get all my money back. I have been dealing with a [redacted], who seems confused as to why I need to get my $55 dollars back. British Airways is in violation of Department of Transportation for travels rights. I should be asking for more than just my money back after THEY cancelled the flight. I need someone to call me back AS SOON AS POSSIBLE as I am done doing the email exchange!!!!!!Desired Settlement: I need my $55 back along with something for the time I have spent trying to get my money back!!!!!!!!

Business

Response:

The following email was sent to [redacted] on **May15:[redacted] Dear [redacted]Thanks for getting back to me and I apologise for my prior misunderstanding. In this circumstance you shouldn't have needed to pay the 55.00 USD cancellation fee as the flight change was out of your control. In this circumstance I'm able to send the cancellation fee back to you directly by bank transfer. This means I can get the money to you a lot sooner than if it went back through the refunds process. The best way to settle your claim is by bank transfer and it would be helpful if you could send me 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 send us your information by email or fax it to [redacted]. You’re welcome to send more than one email if you’re concerned about giving us all your details at the same time. Please remember to include your Customer Relations reference number if you decide to fax us.Please reply to me using the blue link below and I will arrange for the money to be sent over to you. I look forward to your response. Best regards

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

Review: I booked a flight on British Airways on 11/**/1024

I purchased an upgrade for the first leg of my journey on 12/**/2014.

I purchased an upgrade for the second leg of my journey on 01/**/2015 for $224.00

My flight details are as follows:

First Flight: BA0179, 18:00 * December 2014 departure, LHR London to JFK New York

Second Flight: BA0172, 21:00 * January 2015 departure, JFK New York to LHR London

On the first flight, my television set was not working to full capacity and the passenger next to me had no functioning entertainment system. The flight attendant switched my seat, assuring me that, "It will not happen again, and that he will "Get the engineers working on it." Since I found this to be a minor problem, and the flight attendant courteously remedied the situation, I decided that no further action would be necessary. I am not disputing the upgrade fee for the first flight.

On the second flight, my entertainment system, the reading light, and the seat were not functioning at all. While I realize that this problem was probably a coincidence that it occurred on two flights, the service on the second flight was unacceptable. On the second flight, the passenger (not travelling together) in the seat next to me was also without an entertainment system and reading light. We informed the flight attendants who told us that the cabin [redacted], would come and speak to us. The passenger and I wanted a seat change. There were seats open in premium economy the same class we were sitting in , economy, and business class. The cabin [redacted] refused to change our seats. He then said that he would send en email to customer service and that, "they would handle everything." I told him that because I have had problems on two flights and the fact that I paid for an upgrade, I demanded at the least a refund, and possibly further compensation. He said that my request would be "no problem," which was a lie. After receiving contact from British Airways customer service, they gave me a voucher of about $50. I called them and explained that this offer was unacceptable. I had been deceived by the cabin [redacted]. They then increased the voucher to $70, which is still less than the amount that I paid for the service.

I am initiating a dispute of $224.00 charges on 01/**/2015 BRITISH A [redacted] because I paid for an upgrade and I did not receive the entire service that I paid for. The discourtesy of customer service, and their lack of desire to remedy the situation was deplorable. I also find the voucher to be an unacceptable offer as it would require me to fly on British Airways again, which I find extortion for them to get more revenue.Desired Settlement: The only acceptable remedy to this situation is, at the least, a full refund.

Consumer

Response:

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

Review: I've been attempting to get a refund of my 4500 avios points since July 2015 of this year. I had cancelled 3 trips within BA's policy dates and received refund for two of them. The third one I have not yet received. I had follow up calls with BA in which case they were able to process 2 of the claims the 3rd one was unable to be processed and I was told I needed to write a letter. On August [redacted], 2015 I mailed a letter which outline my request for a refund. On August [redacted], 2015 I received an email saying BA was looking into my issue. At the beginning of November I followed up again, and BA basically stated they were overwhelmed with requests. The problem was they didn't look at my request as they stated a different transaction. Below is the details of the initial situation. I followed up and replied outlining the facts and politely telling the BA rep Faheem that their transaction dates were relating to another set of flights which had already been dealt with and was before I was scheduled to fly. I never heard back on my reply. I then replied back a week ago again and still haven't heard back.

Below is part of the excerpt of my initial letter to BA.

I am writing in regards to a recent trip cancellation I made for a flight from Washington DC, (DCA) to Charlotte, NC (CLT) scheduled for travel July **, 2015 not being refunded the 4,500 avios after the cancellation was made during my call with BA on 7/**/2015. The flight was scheduled initially for 5:25am and was flight number [redacted].

Timeline of events:

• From July [redacted] I had 3 flights scheduled back and forth between Charlotte and Washington DC for various meetings in each location. My initial bookings were made March **, 2015.

• My other two flight reference numbers were: [redacted] and [redacted].

• On April *, 2015 I received communication from British Airways that there had been multiple flight changes to my itineraries.

• At approximately [redacted] on July **, 2015 I called the British Airways executive club to cancel my 3 flight itineraries due to changed meeting plans. My first call with BA, went a little slow as the agent was trying to process my request, before we were completed the call got dropped and I had to call back at approximately 0800.

o During the second call, I spoke with an agent and cancelled all 3 flights. [redacted] and [redacted].

o I asked for a flight cancellation confirmation number and was told that the numbers listed above would act like my cancellation numbers and that I was good to go. I asked for a timeline of when the avios would reappear in my account and was told 5-10 business days.

o 6 days later on 7/**/15 I saw that one flights avios had been redeposited.

o On 7/**/15 I called BA executive club to inquiry about the missing 9K avios.

o After discussions with staff I was told that the 2 other flight bookings were not pushed the system by the agent I was on the phone with. The gentlemen I talked with said there were notes to push through one of the bookings and that after talking with his manager he could refund those avios, which I received while on the phone with him.

o He stated that for my [redacted] flight there was no notes, or any reference to a cancellation being made. After discussing with him and his manager I was told that there was nothing that could be done without writing the BA team.Desired Settlement: As I called and cancelled all 3 flights but BA only processed 2 cancellations I would like to receive at a minimum the 4500 avios for the contested flight, plus additional compensation due to the long process I've had to go through to get this finalized. My booking reference: [redacted] refunded to my account. I am not sure why the cancellation was not processed, but as evident by the other 2 flights being cancelled, it should be evident that all 3 should have been.. I also would like to know what I need to ask for in the future to ensure that the flight is indeed cancelled when I call in, as it appears my booking reference number is not sufficient, which is what I was provided with.

Business

Response:

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

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 a British Airways flight from [redacted] to [redacted] through [redacted] Airport on May *, 2015.

After going through a rigorous inspection and check in processes in [redacted] I secured my bag with a lock and sent it through. When I got to my final destination after several delays I noticed that my bag had been vandalized with the lock off, zip destroyed. I checked my contents and noticed items including jewelry worth $7039 had been stolen from my luggage. I contacted the airline at my earliest opportunity on May [redacted] and I was told they will only reimburse $129 citing travel policy that fails to address the fact that theft was committed by their agents. I am disappointed and devastated by this ineptitude and arrogance. Please help!Desired Settlement: Reimbursement of my lost items worth $7039

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 so sorry to hear about the damage to your luggage and your missing belongings. I completely understand how devastating this must have been for you. I've looked into your claim again, following contact from the Revdex.com. I'm grateful for the opportunity to review your concerns. Please accept my apologies for the delay in our response.I can see that we have previously settled your claim for $129.00, and we have denied reimbursement of your missing jewellery and watch. On looking at the details again, while I am unable to meet your claim in full, I'm pleased to advise I can offer you a further settlement. I'm very sorry for our previous error.Your 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. Currently, the maximum claim for each customer is $1591.23, which means I am able to arrange a further bank transfer for $1462.23. I’ve arranged for this amount to be transferred to your bank account. The funds will reach you shortly.I know this will still be less than you expected, but as my colleague has advised, if you have travel insurance you may be able to claim the difference through that. I’ll be happy to provide any documentation you need to support your claim, so please let me know by clicking on the link below my name.Once again please accept my sincere apologies for the problems with your baggage and the handling of your claim. It was certainly not our intention to make you feel unfairly treated. I don't underestimate the upset caused and can assure you that we take any reports of missing belongings extremely seriously. I hope you will allow us to restore your good opinion of British Airways by joining us on a flight again soon and please let me know if there is anything further I can help you with.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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Regarding reservations [redacted] and [redacted]

On 08/**/2014, I made reservations on British Airways for my wife and 2 children. At the end of the reservation process,

I expected to see a screen indicating a successful reservation. I did not receive this screen, rather I got a screen which indicated

the requested operation had timed out. I once again went through the reservation process for my family. This time, I got the expected

screen indicating I had successfully made the reservation.

Unfortunately, when the email arrived indicating I had made two reservation on the same flight for the same people.

I contacted BA and asked them to cancel one of the reservations as a result of their slow computer system.

They refused to cancel without penalty.

This is not a satisfactory disposition of this matter. Please cancel one of the reservations without penalty.Desired Settlement: cancel one of the reservations as both are identical with identical people on the same flight.

Consumer

Response:

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

Sincerely,

Review: Dear Sir/Madam,

On Monday the May [redacted] of this year, I booked 2 international tickets through www.ba.com for my in-laws to board them from [redacted] to [redacted], **, [redacted] and the booking reference number related to these tickets are [redacted] and [redacted]. I made my booking using [redacted] Debit card issued by [redacted] Bank, [redacted]. However, I cancelled the tickets after 1 hour on the same day as I found better deal offered through www.ba.com site from same boarding/destination points and this was the exact reason I gave BA cancellation department when I cancelled the ticket. At the time of cancellation I was told that money will be fully refunded within 7 to 10 business days BUT I have NOT received my refund yet. I have called BA cancellation department more than 10 times so far regarding the refund. When ever I call British Airways cancellation department based at [redacted] till now but all I was promised that my money will be refunded quickly and I have not received my money as of 6/** 9:00 AM. My last call to BA was on 06/** around 10:00 AM and I was told that money was refunded on 06/** and was suggested to wait for 24-48 hours. I would request Revdex.com to intervene in this issue and help me to get my refund.

Thanks,

-[redacted]Desired Settlement: The business should refund my money 100%

Business

Response:

The following email was sent to [redacted] on **Jul15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]Thanks for taking the time to contact us. I'm sorry to hear you've not received the refund you requested, I realise how frustrating this must be for you. Please accept my apologies for the delay in contacting you. I understand you cancelled your parents' booking within the 24 hour cooling off period, as you found a better deal on our website. As you cancelled your booking with 24 hours of making it, you're right to expect a full refund within seven to ten working days. Our Refunds Team have recently experienced larger than usual volumes of work and it's unfortunately taking longer than we would like for them to process refund requests. Our Senior Management team have arrange for extra staff to be recruited into the team so they can soon return to their usual high standard of service. Please accept my apologies for any inconvenience this has caused you. After speaking with our Refunds team, I can confirm two refund were arranged on ** June. A refund of [redacted] 40946.00 was processed for booking [redacted] and [redacted] 87854.00 for booking [redacted]. Once the payment has left us, it can take up to 10 working days for you to receive it, depending on your bank account. Thanks again for letting us know what happened. Once again, I'm truly sorry it's taken longer than we would like to arrange your refund. I do hope we can welcome you on board in the near future. Best regards[redacted]Your case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]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.

Review: I booked travel for my family under 3 different bookings for my 3 kids (under 10), my wife, my 76 year old dad and myself.

Upon reservation, I was told by the operator that British Airways would arrange for the family to travel together, or at least to have each child sit next to an adult.

I called today a few days ahead of the flight, to find out that we were going to be spread out in the plane, with my twins flying separately, my dad flying by himself.

This being unacceptable to me, I was only left with the option to pay $270 for reserve seating. This bait-and-switch practice substantially inflated the price of the ticket I ultimately paid. I see this as a dishonest business practice, making competition less transparent (including this cost makes BA a more expensive option), and possibly putting children at risk of flying next to shady characters.Desired Settlement: I would like a refund of the $270 extra I was forced to pay to have a flight experience aligned with what was announced to me at check-in.

Thanks for your help!

Business

Response:

The following replies were sent to [redacted] on **Jun15 & **Jun15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]We've received correspondence from The Revdex.com, and I realise you're unhappy with our seating policy and feel as though you've been forced to pay the seating fees. I'd like to start by apologising for the delay in responding to you.I know how stressful travelling can be, especially when you're travelling with a young family, and we want to make sure we do everything we can to make it easier. I realise how anxious you must have been when you noticed that your children [redacted] and [redacted] were sitting away from you and your wife and your father was also sitting alone. I understand from your comments on the letter, that when you booked the three bookings, the request for you all to be sat together was made. We’ll always try to honour any seating requests we receive in advance, but I’m afraid we can’t guarantee you’ll be able to sit in any particular seat. However, it is our policy that a child will be sat next to an accompanying adult. It would seem that the agent who made the booking didn't link all three bookings together. Therefore, when the system has automatically allocated your family's seats, it hasn't associated them travelling with your booking or your father's booking and has sat them together in an available row away from you.I completely understand your reasons for paying and why you are unhappy that you've had to pay. On this occasion, I'm happy to refund this amount in full. The best way to settle your claim is by bank transfer and it would be helpful if you could send me 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 send us your information by email using the blue link just below my name.Whilst I've been looking into your concerns I've notice that [redacted] and [redacted] are travelling home later than you, your wife and [redacted]. Are they travelling alone? I really need to know this information as soon as possible as extra information may need to be added to the booking. Thanks once again for contacting us and bringing this matter to our attention. I look forward to hearing from you soon.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]Please do not send payment card details via email[redacted]

Review: I bought a round trip British Airways ticket -- SFO to BLR, -- online on [redacted] website. I provided all the important travel document info online one week before my flight date [redacted] March 2014. I satisfied all the necessary BONAFIED, Authentic document requirements and passed my online Check-in as well. However, when I go to board the flight, British Airways, insists that my Green Card, -- a bonafied and Valid Permanent Resident Card issued by USA government -- yet they claim not valid since it was issued before certain date, I'm not sure what that date is, as they would't even tell me that. They further claim it has been notified on their website to that effect. But, actually there is NO such website of notification of selected what Green Cards acceptable nor unacceptable. To further surprise, there's NO remedy to what's next I can do. There was no talk of refunding the money on the ticket, nor there was any way I can do to make good of my money paid for the ticket.

Since March [redacted] 2014, I've been trying to contact British Airways, NO where I could go -- neither the phone voice menu options allow me, nor on the website to be able to contact!! In fact, they insisted at the airport, I must only contact the Agent of booking. In this case, it is online [redacted]. I've tried my best to get them help me, but alas, NO avail! I've already complained Revdex.com about [redacted].Desired Settlement: A complete refund of $1328.90 plus my incidentals I've incurred $300 for NO FAULT of mine. Not to mention continuing to go through torture of my life, unable to fly to visit my ailing mother at the hospital in India. They should at least refund me $1628.90 immediately and make good of their name, reputation of their service to the customers. I can then buy a ticket on other airlines and travel. As there is NO problem with my BONAFIED and VALID documents, as I've been traveling for all these years (30 yrs!) withou any problem. This is first time, I'm facing this problem, I don't understand what's problem with British Airways. Its their problem, NOT mine!

I've complained also about [redacted] to provide me with refund, but they're giving me run around, referring me to British Airways, I'm in lurch between them.

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:

[Your Answer Here]

Attached are the 2 email copies. --

1st attachment -- This Email was sent by me after receiving a phone call from

BA customer relations, after receiving my this Revdex.com complaint. Complaint

number assigned by BA is -- [redacted]. However, in the meantime, I'd also sent

an online very detailed complaint on the BA customer relations website.

Complaint Number assigned to it was -- [redacted] -- as you can see in the

attachment. The person I spoke over the phone said these two complaints would

be merged. However, I notice that my detailed complaint—[redacted], seem to have been

squashed, nowhere to be found, neither in their reply, nor on their website! I

wish that complaint—[redacted] be made available, not just squash it in to the

dust bin.

I'm very disappointed by BA's tardiness, callousness and

forever dodging the issue and asking me go run-around referring me back to

[redacted], the agent from whom the ticket was bought.

2nd attachment -- This Email was BA's reply to my email above. First of all the

claim made in the email -- "as of October 2003 it became a

requirement for a national of India to have a visa to transit the UK, unless

they hold a US Green Card issued after 1998" -- is nowhere to be found or

mentioned as an important requirement, so that passenger is warned BEFORE

purchasing the ticket. If I'd known about such a requirement, I'd not have

bought the ticket in the first place. The ticket was bought in Good Faith, and

BA should honor the same. Why would I buy the ticket, if I'd known, either on

their website or elsewhere? Its mind boggling that BA continues to make such a

callous claim without any regard to the ticket buyer, passenger! Also, the

person in the email claims that was somehow was talked about over the phone! On

the contrary, she didn't even know what my problem or the complaint was about!!

Such is their level of care, rather lack thereof, even to have read through my

complaint!

3rd attachment -- is a pdf file, that was posted on another Revdex.com complaint on

[redacted], as [redacted] also has been playing this "go-run-around" game

referring back to me to BA again and again, even as BA doing the same.

It has been more than a month, still nowhere near any form of resolution of the

issue and a relief to my suffering.

Sincerely,

Business

Response:

Dear [redacted]

Per your Complaint #[redacted]

This is our most recent correspondence with [redacted].

Thank you for your attention in this matter.

Best regards

Dear [redacted]

Thank you for your email and for taking my previous calls.

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 or transiting.

On October 2003 it became a requirement for a national of India to have a visa to transit the UK. As you did not have a visa - you could not be accepted for travel. Please note we do not accept liability for any loss due to the fact that you did not have the proper documents.

Your ticket remains open and I have forwarded to our Reservations and Refunds Team to see where we stand with the remaining value.

Thank you for your patience and understanding while we continue to address and sort out your concerns.

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:

The reply received last week by British Airways is NO Response! It was the same "old" reply, which never addressed to FACTS of the case -- the denying me boarding.

1) She continues to make a false claim that British Airways's policy of 2003 regarding old green cards -- which was never made known to me at the time of booking the ticket. I ask you respectfully, again, where this has been posted, made known?

It has neither been posted anywhere, nor it was ever flagged out at the time of online Check-in that was done 24 hours, 1 day prior [redacted] March to the flight date of [redacted] March.

I was caught completely at the last minute, at the time of boarding! So, this is NOT my FAULT!

2) In spite of my willingness even to acquire transit visa, British Airways continue to demand, penalties, and other charges, difference in fare, etc. amounting to hundreds of dollars if not thousands!

Why should I pay these charges, when I'm NOT even at FAULT!? -- what amounts to a Ransom Demand!?

3) Further, British Airways and Orbitz.com was engaged in putting to run-around (one referring me to the other) in endless run-around for weeks together, without any resolution of the matter.

4) Having fed up with their tactic of torturing me, I had to book, buy another ticket and travel to India to attend my mother's illness in the hospital.

5) I'm here in India, traveled without any issue on another airline shows my travel documents are alright! I'm now attending my mother's illness, who is in the hospital.

Therefore, I can not contact you, except through email. Please, the case is NOT closed!

British Airways ([redacted]), has never answered, or addressed directly to the facts of the case. Instead simply making claims falsely, justifying the inhuman act and treatment unjustly!

Sincerely,

-[redacted]

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

Sincerely,

Business

Response:

Dear [redacted]

We have made many attempts to reach [redacted] by email and phone but to no avail. It was our intentions to further discuss the passenger's ticket. However, we did not receive a reply.

It has come to our attention that [redacted] may be out of the country and unavailable for communication or correspondence. Another attempt will be made to resolve [redacted]'s issues upon his return to the United States.

Again, we appreciate your concern in this matter.

Yours Sincerely

British Airways Customer Relations

Your case reference is:[redacted]

Review: on Monday June [redacted]my father died, on June [redacted] I was due to visit my father who was getting sick although it was not predicted that he was going to die from his illness. We were told that it was going to take months therefore we felt certain that an end of June flight would be OK. I contacted British airways to reschedule my flight and was told that I had to pay nearly $7809.76 for a one way flight including three children to reschedule my flight. This is in addition to the $5,627.92 flight booked May [redacted]I looked online and found flights to the UK for $5000 one way however the BA rep informed me that this was not an option as I would be charged to make the flight changes. The sales assistant then told me that to change my flight to one way return would cost me an additional $3000. Therefore adding the $5000 flight of an alternative company and the BA $3000 charge to change to another carrier made no financial sense to make or change to another carrier. Moreover BA is now able to sell the June [redacted] flight that I was originally booked on thus making more money from my Father's death. I understand the need to overcharge for flights when you need them quickly although I was disappointed at the cost however I do not understand the additional cost if I was to change to another carrier. I feel that I was never informed of this and I feel that this charge and the profit that they will make from the now open flight for June [redacted] is unreasonable. I have contacted BA supervisor and was told that this is policy and I contacted via email advising that I was taking this action and I have not heard back from them for over a week. I feel like I have waited a reasonable period of time to resolve this directly with the business.Desired Settlement: I feel changing the original flight which was $5,627.92 round trip at a cost of $7809,76 with a change to fly out date totaling $13,427.68 for 1 adult and 3 children is ludicrous and I desire a refund of the difference of going with another competitor which would have equated to $3000.00.

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:

[BA contacted me on July [redacted] British Airways Customer Relations with a case reference [redacted]. They asked for an explanation of what happened and I responded[redacted]

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

Sincerely,

Business

Response:

Dear [redacted]

I have received the requested document from your husband via fax. Thank you. It is unclear why you would respond to the Revdex.com that your issue had not been resolved when I am only now receiving the requested fax.

As explained in previous correspondence with British Airways, we do not have a bereavement, compassionate, or emergency travel fare on file in our system. You indeed made a reservation to travel in the end of June. Unfortunate and unforeseen circumstances required that you call into our reservation department and change your booking. Last minute travel is expensive in the airline industry; especially during high season. We are not able to negotiate a lower fare or create one that would be suitable for the individual passenger. It is against the law.

In regard to not allowing you to purchase tickets on another carrier. Once you do not take the outbound portion of your ticket, it then becomes a one way ticket. This on most occasions can be more than a roundtrip ticket. Disregarding the outbound was possible but then your fare had to be recalculated. Hence the higher fare.

We offer a range of fares on British Airways flights and some tickets have restrictions on refunds and changes. This is the type of ticket you initially purchased. We also offer fares that would have allowed your changes with little or no penalty. At this time, we do not have any intentions of changing the fact that we do not have a bereavement fare in the near future. With all the above said, I have to deny your request for a refund of USD3000.00. However as a gesture of goodwill intended, I would like to offer you an eVoucher for USD15OO. Please accept this with my compliments.

Review: To whom it may concern,

On September[redacted], purchased 5 tickets first class and one ticket economy going from [redacted] to [redacted] with the total amount $66,784.50. I was promised by the salesperson named [redacted] that every member of my family will be in the same flight with a full refund guarantee. Unfortunately, it was not the case and they booked my wife in a different flight cause they were full what made us cancel and fly with [redacted]. On September ** We called BA customer care and made a complaint about them not booking us in the same flight and they appolgized said that they issued a full refund. However they never did they only refunded back $63,128.79. I am short $3,665.7.

We called them back few times and they promised to look at the matter after the asked us to download our bank statement to a link they provided. We were promised few times to get an answer or a call back for almost 2 months now, but they never did. Absolutely horrible experience and the worst customer service.

Claim # [redacted] Booking # [redacted], and [redacted].

Thank you so mush,Desired Settlement: Refund and an official apologies for my time wasted holding few times in the phone for few hours and never get a call back from a Manger as they promised few times.

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]We've been contacted by the Revdex.com about the amount of ticket refund issued from the following bookings [redacted] and[redacted]. I'm sorry for the delay in replying.I can understand why you've been left disappointed the refund received is around $3,000 less than what you paid for the bookings, using your credit card.I've looked into this in detail and confirm we've issued the correct refund and I'll explain why. You purchased your bookings to fly from the USA and as so the booking was made in USD. However, you've using a credit card charging in AED. Therefore your credit card company have used a specific exchange rate at the time of the transaction to change the funds from AED to USD and vice versa.So we charged you $66,784.50 across the three bookings and your credit card company has charged you 252,633.93 AED. This breaks down per booking as:[redacted] - $3,004.00 USD - 11,363.60 AED[redacted] - $12,498.00 USD - 47,277.72 AED[redacted] - $51,282.50 USD - 193,992.61 AEDWhen the refund has been processed, we've issued full refunds from the bookings, as they were cancelled within the 24 hour cooling off period. I confirm the following refunds were issued:[redacted] - $3,004.00 USD [redacted] - $12,498.00 USD [redacted] - $51,282.50 USDAs you can see we wouldn't be able to refund anything else from your booking because the exact amounts paid to us were refunded to you. The problem here lies in the exchange rates used by your credit card company. They've used two different exchange rates across the transactions. As you're out of pocket I'd advise you to speak with your credit card company to see if anything can be done.Thanks again for bringing this to our attention and giving me the chance to look into this. I'm sorry for any confusion caused by the refund amounts but again confirm we have nothing further to refund to you. I hope at sometime in the near future we'll get the chance to welcome you all on board. If I can help you with anything else, 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: I have contacted BA repeatedly (via their call centre and via fax to their customer service center) to no avail. I purchased TWO tickets via their [redacted] website, using AVIOS points and money. I CANCELLED both reservations on Oct. **, 2014, well before the flight departure. The phone agent said that I would be refunded what I paid, LESS THEIR SERVICE FEE, and I would be refunded my AVIOS points. I AM STILL WAITING ON THIS. Here are the two bookings, neither of which has AVIOS been refunded. And, one of which still owes me USD625.00. 1) Record JLGJYR - still awaiting 40,000 AVIOS points; 2) [redacted] (for [redacted], my wife) - I paid $625 money + $597.70 in taxes/fees plus 30,000 AVIOS. I have NOT received the $625 back NOR have I received the 30,000 AVIOS points.Desired Settlement: I want $625.00, which is owed to me. I want 30,000 + 40,000 Avios which are owed to me. It would be very gracious if BA gave me additional Avios to make-up for the time I have spent with their call centres over this past month. This is no way to run a business.

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]We've received contact from the Revdex.com about the on going refund problems you're experiencing. I'm sorry for the inconvenience being caused and for the delay in replying.I've picked up your complaint today and I've sent an email to our Refunds team asking them to review the refund from both of your bookings [redacted] and [redacted]. I can see there has been some form of refund issued from the bookings but I need to gain a full understanding of what is happening.As soon as I've received a response I'll make further contact with you.Thanks again for bringing this to my attention and for giving me the chance to help.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]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]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]

Thanks for the reply. I can accept the resolution WHEN I have received the refund of cash and of Avios points, which I have been awaiting for 60 days.Thanks,[redacted]

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

Sincerely,

Business

Response:

The following email was sent to [redacted] on **Jan15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]Thanks for coming back to me about your on going refund problems. I'm sorry for the delay I replying.The refund due from booking [redacted] has been completed. The Avios were deposited into your account on the ** December. As you have a household account not all of the points have gone into your exact account. 39,471 Avios have been sent to your account and 529 Avios have been sent to [redacted]'s. However, they are all present and can be utilised in the same manner via your household account.I'm pleased you've finally received your cash refund via the chargeback process. Your Avios should follow very soon. However, I've sent an email to the relevant team and asked if this can be moved along as soon as possible.As soon as I've received a response I'll be able to let you know what is happening.Thanks again for your patience. I look forward to contacting you again soon.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]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]

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]. It is amazing that it took Revdex.com's involvement for what should be a relatively easy transaction - especially a transaction for which British Airways had charged me but not completed. Thanks, Revdex.com, for your help in resolving this.

Review: This airline allows you to pay to choose your seat at the time of booking. I paid 12 pounds for each seat (24 pounds total) when booking my economy tickets from LHR to CDG. When I accepted an offer and upgraded to business class, I paid an additional 10 pounds each (20 total) to again choose seats. A couple of days before the flight, I looked at the booking and our seats had been changed and separated. As a nervous flier, I wanted a window and to be seated with my travel partner. Because of unforeseen issues, I was told to call customer relations after my flight to be refunded for the inconvenience. I called upon my return and was told that was no problem and I would be refunded. I was r funded only 12 pounds. I have repeatedly tried to contact customer relations with phone wait times over 30 minus and have submiteed online as they request. Customer service (general) will not help in any way.Desired Settlement: I would like the remaining 32 pounds owed to me.

Business

Response:

Dear [redacted]Revdex.com Complaint ID: [redacted] Thank you for taking the time to speak with me regarding your claim. I am sorry that there was an error with your refund of pre-paid seating. As we discussed your travel record shows that a refund of 24GBP was processed on ** December 2014 back to the original form of payment. I have requested a check in the amount of USD31.00 (20GBP) which represents the difference that you paid when you upgraded your seats to our Club Europe cabin and now refunded in full. Please allow 14 days for delivery of this check to your address in New York. Thank you for coming back to us about this and for giving me the opportunity to respond. Please accept my apologies for the inconvenience caused. We hope to welcome you on board one of our flight again soon. Sincerely[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 filed a case against British Airways, May *, 2014 regarding my baggage that was delayed for approximately a week, damaged, as well as items missing. The customer reference # is [redacted] Although they replaced my luggage they have not answered to the other important items that were missing (e.g. clothing, souvenirs, IPad, etc), We were also scheduled to go to Paris but I did not have my luggage which destroyed our engagement plans! We have been getting the run around for almost four months now!Desired Settlement: If they will not accommodate us monetarily they need to compliment us with a first class round trip ticket from FL to London this coming Dec!!!!

Business

Response:

Dear [redacted]

We have been contacted by the Revdex.com

regarding your baggage claim with British Airways when you traveled with us **

May 2014.

Please accept my sincere apologies if you did not receive the

email that was sent to you by my colleague on ** May 2014, regarding your

missing and damaged items. I have copied and pasted that email below for you.

Dear [redacted]

Thank you for your email dated ** May 2014. I am concerned to read your

luggage was delayed when you travelled with us recently. I recognise how

frustrating it must have been for you and your partner, especially as you

received your luggage and its contents in a damaged condition. The fact that

you found some items to be missing from your luggage must have added to your

frustration. Please accept my sincere apologies.

If a bag misses a 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 or 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.

At British Airways we aim to give an outstanding service at every step of the

journey and we do our very best to ensure your baggage is handled with

care. However, all the checked-in baggage has to go through a complex process

on its way to and from the aircraft. So unfortunately, it is virtually

impossible to pinpoint what happened.

When something like this happens, we authorize the specialist luggage

company, [redacted]'s Luggage, to repair or replace your bag. They are authorized on

our behalf to replace your baggage. You will be contacted by [redacted]s within the

next week.

If you have not heard from [redacted]s within this time period, please call them at

###-###-#### and refer to the above reference number.

However, I would also be glad to contribute towards the cost of your missing

and damaged contents. So, could you please fax me good quality photocopies of

the following documents and include your case reference number. Please do not

send multiple times as it will delay our response time.

Receipts, card slips, insurance valuations, quotations or other documents to

support the value of your missing/damaged property

Please send your fax to ###-###-#### and remember to include your Customer

Relations reference number. When sending a copy of your credit card statement,

please blackout your account number. Do not send us credit card

numbers.

If you are unable to fax, you may mail to:

British

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 have received confirmation from [redacted]'s Luggage that your bag has been

replaced since your initial contact with us. So, moving forward regarding the

missing and damaged contents part of your baggage claim. We need for you to

submit to us any original purchase receipts, insurance valuations, quotations or

other documents to support the value of your missing/damaged property. If you

are unable to provide the above documentation then please list the items

missing, with the estimated purchase date and cost to me for my review. You can

send the information by email to me at [redacted].

Unfortunately, I cannot comply

with your request for complimentary First class return tickets from Florida to

London this coming December.

Once I receive the requested documentation

or information I hope to resolve this matter quickly for

you.

Consumer

Response:

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

Dear [redacted]

We have been contacted by the Revdex.com

regarding your baggage claim with British Airways when you traveled with us **

May 2014.

Please accept my sincere apologies if you did not receive the

email that was sent to you by my colleague on ** May 2014, regarding your

missing and damaged items. I have copied and pasted that email below for you.

Dear [redacted]

Thank you for your email dated ** May 2014. I am concerned to read your

luggage was delayed when you travelled with us recently. I recognise how

frustrating it must have been for you and your partner, especially as you

received your luggage and its contents in a damaged condition. The fact that

you found some items to be missing from your luggage must have added to your

frustration. Please accept my sincere apologies.

If a bag misses a 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 or 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.

At British Airways we aim to give an outstanding service at every step of the

journey and we do our very best to ensure your baggage is handled with

care. However, all the checked-in baggage has to go through a complex process

on its way to and from the aircraft. So unfortunately, it is virtually

impossible to pinpoint what happened.

When something like this happens, we authorize the specialist luggage

company, [redacted]'s Luggage, to repair or replace your bag. They are authorized on

our behalf to replace your baggage. You will be contacted by [redacted]s within the

next week.

If you have not heard from [redacted]s within this time period, please call them at

###-###-#### and refer to the above reference number.

However, I would also be glad to contribute towards the cost of your missing

and damaged contents. So, could you please fax me good quality photocopies of

the following documents and include your case reference number. Please do not

send multiple times as it will delay our response time.

Receipts, card slips, insurance valuations, quotations or other documents to

support the value of your missing/damaged property

Please send your fax to ###-###-#### and remember to include your Customer

Relations reference number. When sending a copy of your credit card statement,

please blackout your account number. Do not send us credit card

numbers.

If you are unable to fax, you may mail to:

British

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.

This is in part the correspondence with BA! I also filled out an application of lost and damages. I received a suitcase, however, I do not have receipt of souvenirs from love ones and family or our anticipated trip to Paris!!! The lost of luggage threw our entire engagement off and to offer us pennies is an insult!!!!!!!!!

r Here]

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

Sincerely,

Business

Response:

Dear [redacted]

Thank you for taking the time to speak with me today

regarding your baggage claim.

Since you are unable to provide any

supporting documentation regarding the missing items from your

bag. As discussed and agreed, I am arranging for a check in the amount of

900USD, which respresents payment in full for all missing and damaged

items. This check will be delivered within 14 days. Please be sure to contact

your travel insurance company for any reimbursement consideration they may be

able to offer for the difference.

My apologies once again for the

inconvenience caused. We hope this will not deter you from traveling with

British Airways in the future.

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.

Sincerely,

Review: I took flight [redacted] and [redacted] on January **, 2015 to travel from Istanbul to Chicago with a connection in London. I have a fractured foot and it's non-weight bearing, so I cannot walk without a mobility aid. The airline first delayed the delivery of my mobility aid (a knee scooter), and it was severely damaged with missing parts when it got delivered to me two days later.

The counter clerk in Istanbul told me to check in my medical knee scooter and told me that I would receive it at the gate of my connection flight in London. In London, I was told that it would transfer to Chicago. In Chicago, I was told that I should have taken it from the baggage claim back in London. I filed lost baggage claim, and it arrived at my address in two days. However, the basket in front of the scooter was missing left handle was torn apart. I have photos of the scooter to document the damages. It did have a "Return to aircraft door" tag placed on it in Istanbul too, which was disregarded by the personnel in London. I demand to be reimbursed for missing basket, replacement handles, the crutches I had to buy for the two days I spent without the knee scooter and the taxi fare I had to pay to get to my destination in Chicago, because I was unable to ride the metro without my mobility aid.

I had to take a taxi to my destination instead of using the metro because I didn't have my mobility aid, which cost me $40 from O'Hare to Greyhound. Then, I had to buy crutches to go to work and class on the [redacted] and [redacted] until my knee scooter was returned, which I got used from another student on campus for $15.

I checked in a Drive Dual Pad Steerable Knee Walker with Basket ([redacted]). The Hand Grip (model # 95012R79617, worth around $20 and only sold in pairs) is torn apart and Basket (model # 95012R79627, worth around $20) is missing. I have photos showing the damages if needed.Desired Settlement: I would like replacement parts for the damaged handle ($20) and missing basket ($20) of my medical knee scooter to be ordered, as well as being reimbursed for my crutches ($15) and taxi ($40) expenses that resulted from not having my mobility device for two nights and two days.

Business

Response:

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

Consumer

Response:

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

[Your Answer Here]

The business offers to reimburse part of my expenses on condition that I submit the receipt, however, I do not have the receipt in question, because I did not even think to get it after everything during the travel going so bad. As I was struggling to reach my destination, a receipt was the last thing on my mind.Furthermore, they have made no offer to replace the missing and damaged items from my mobility aid. I am not satisfied.

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

Sincerely,

Consumer

Response:

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

Review: In regards to a trip that was taken on * June 2014 one of our pieces of luggage was lost during an international flight. We were told that we could only file a financial claim 45 days after trip. After the company was provided a list of items that was lost totaling in excess of $1300 USD they responded that they only had to cover $350 USD. This is in contravention of the Montreal Convention that they are signatories to and that their website claims that they are signatories to. They responded that we should seek the rest of our compensation through a travel insurance company. This company states that we must seek this type of compensation within the first 45 days after loss. This is quite a scheme that BA is running to get out of paying what is due. Also, receipts were provided via e-mail for what was lost but they mysteriously were never received even thought read receipts show that the e-mails were received. Their customer service has been rude or non-responsive as well.Desired Settlement: We would like the outstanding balance of what is owed us: $1000 USD.

Consumer

Response:

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

Sincerely,

Business

Response:

Thank you for sending an the details regarding the above ID number for [redacted] of Lunenburg MA and please forgive the delay in responding.

We have contacted [redacted] for more information as his case is not immediately coming up. When we have the original case and delayed baggage information, we will be able to address his concerns and report back to you.

Your patience is appreciated in the matter.

Yours Sincerely

Review: Good Morning,

I am writing you today to tell you about my utter disgust with British Airways and the service I have received well trying to resolve a complaint I had with your Airline.

I will not go into the full details of my complaint but I will attach all the emails correspondents I have from both your customer complaint department as well as your Chairman’s office.

I have now had a total of 10 interactions with your company either by phone or email and every time I have asked to speak with a manager and have been told every time that it was either not possible or no manager was available. I find it deplorable that a customer who has a legitimate concern is unable to speak to someone within a position of power who would be able to answer my concerns in the proper way. Instead I have received generic replies(sometimes even copy and pasted from previous replies) and have been treated as a number instead of a customer who has spent over $2000 per year for the last 5 years and would have continued to use your service in the future as my spouse is a British citizen but this is now not going to happen.

I have come to the point where I am now posting on all social media sites that British Airways participates in([redacted]) and will continue to do so until my request to speak with a member of the SR management team of British Airways satisfied. Furthermore if I do not receive a call by this evening I will completing my complaint with the CAA and any other regulatory body within the UK who regulates the Airline industry. As well I have already been on contact with multiple media sources within both Canada and the UK (one of which I previously worked for and have many connections with) and have advised them of my story and provided all details and are currently investigating.

I feel I have been more than patient with our company having now dealt with this concerns for over a month and through 10 interactions that I have now gotten to the point of taking my concern beyond the confines of British Airways customer service department

Please take my concerns seriously as I feel I have earned that right

Thanks you for your time

[redacted]Desired Settlement: I would like to be contacted by a SR member of the managment team at british airways who has reviewed all corespondents that I have sent to the business over the last month and I will only accept contact via the telephone

Business

Response:

The following email was sent to [redacted] on **Feb16:

Sent: ** February 2016 14:00

To: '[redacted]'

Subject: Case reference [redacted]

Dear [redacted],

Thank you for your further emails regarding case [redacted]. Your case and the contents therein have been assessed and reviewed.

Unfortunately, at this point, we are unable to offer any further comments and our position will not change. Your case was handled by David B[redacted] in my team who dealt with your individual issues as and when they were raised. In addition to this, you separately contacted Jon R[redacted] who replied on ** February reiterating what you had been informed of previously.

Whilst we understand that you are disappointed, we are only able to continue our apologies and repeat the information you have been given. There is nothing further that we are able to add, therefore, we will not be responding to any further correspondence on this matter.

Yours sincerely,

Paul K[redacted]

Chairman’s Office Team Leader

Review: I'm currently in Ghana, Africa visiting Family and have been without my luggage now for 2 weeks, British airways has failed to answer their customer relations line, I've called now 3 times, and this is after going back and forth to the airport since they always ask me to come in to collect my luggage "they've found" but when I get to the airport its usually the wrong luggage or not there at all. I'm wasting all my vacation money on transportation back and forth to the airport and on clothes to replace the ones this airline has lost but refuses to reimburse me for at least while I'm without clothes I should of gotten some money to do shopping instead I spent my own money. These tickets to ghana with my wife were expensive but her mother fell ill so it was important to visit [redacted]to see her and check in with the rest of the family. I have not been able to visit any of my family other then my brother who lives in the town outside the airports. My vacation is ruined and we are losing time here everyday. I'm extremely frustrated that my vacation is being spent on driving trips to the airport to receive luggage that is never there! Even if we wanted to stay a couple of days we are unable to because my wife unlike myself is not retired so she used her vacation time to come here to be with her mother and has been unable to do so!Desired Settlement: I feel that because it is completely the airlines fault that my vacation has been ruined the last two weeks with only a week left to spend here STILL without my luggage, spending money we reserved for vacation and then some on traveling to the airport and clothes to replace the ones they have lost with my luggage I deserve a refund. Their customer service has been completely M.I.A! At this rate my wife if we're lucky will see her mother the last day we're here god willing. So we'll need to do this again in the future probably with a new airline after this experience.

Consumer

Response:

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

Sincerely,

Business

Response:

Thank you for your email dated **February 2014. I am concerned to read your bag was delayed whilst flying with us to Accra on **January 2014. I can understand how inconvenient it must have been for you and your wife to be without your bag, particularly as it contained your medicines. Please accept our sincere apologies.

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 a 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 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 also concerned to read that you received your bag in a damaged condition. I regret I am unable to help you on this occasion. Any claim of this kind has to be made in writing within seven days of receiving your bag. In common with other airlines, we cannot accept claims made later than that. This policy ensures we comply with international air legislation, and it is also one of the Conditions of Carriage mentioned when making your booking. Please contact your travel insurance company to claim for the damage caused.

However, I would be glad to contribute towards the cost of the essentials you purchased for the time you were without your bag. Please send the receipts to the address mentioned below and mark our Customer Relations reference number on your next correspondence:

Alternatively, you can upload your receipts/documents using the following link:

The fastest and most secure way to settle your claim is by bank transfer to an American account. I will be happy to arrange this for you. Please provide the following information so I can set up your bank transfer:

Bank name

Branch name

Routing number (9 digits - please provide the paper and electronic sort code)

Account number (1-20 digits)

You can email your information to us, or send a fax to [redacted]. You are welcome to send more than one document if you are concerned about providing all your information at the same time. Please remember to include your Customer Relations reference number if you decide to send your information by fax.

I hope to hear from you soon.

Best regards

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 flight ticket from British Airway on May ** and canceled the flight within the next 24 hours for a refund in accordance to their policy. However, I have waited for over a month and have yet to received my refund. I have made numerous calls to BA to follow up and received mixed and conflicting answers from the call agents. I'm extremely frustrated by the way BA handles my case.

At first, I was told that a check will be sent to me but would take almost a month. After several follow up, another agent told me that I could get the refund within 5-7days by issuing the refund through the method of payment I used to purchase the ticket, which was a [redacted] account (owned by [redacted]). However, after about a week, I still did not receive any refund in the [redacted] account.

On June **, I made another call and an agent told me the back office is processing the refund and I would receive the refund on June **. When I still haven't receive the refund on June **, I made another call and this time, the agent told me the refund has been issued on June *, which surprised me. So far, I have not received any email or notification from BA or [redacted] regarding the mentioned refund.

The last agent insisted that refund has been made. However, she failed to provide details of the payment account which the amount was refunded. When I requested for a proof of refund so I could forward it to [redacted], the agent only asked me to make an online receipt request, which will again take some time to process.

I need the refund as soon as possible and could not deal with these delays and hassles any longer. This delayed refund had already caused an overdrawn fee of about $100 to my bank account.Desired Settlement: Make sure that refund was indeed been issued by British Airway. If yes, British Airway should communicate with [redacted] to ensure the amount is properly deposited and reflected in the [redacted] account. Otherwise, at least provide any form of proof that the refund was made to my account (with specific [redacted] account details to verify it's the right account).

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.

Refund has been received.

Sincerely,

Review: Flight [redacted] delayed in Detroit Michigan, connecting flight [redacted] took off before I arrived in Chicago. Since it was the last flight of the night, customer service was closed and no ones was available at the airport. Customer service number would not help with rescheduling flights and/or hotel accommodations, was not allowed to speak to supervisor, was told they "could not just assist every single person that calls them" I was stranded at the terminal for 8 hours until 4am after several phone calls to no assistance until I woke a friend up at 4am and took a cab to his house to sleep on his couch. Called British Airways in the morning to get a rescheduled flight and they put me on a flight at 1635 to London - I called my travel agent to find that they had already booked me on a later flight with the same carrier at 1810 to London - I immediately called British Airways back to inform them that I had been double booked so I needed to cancel one of the two bookings (same airline) and I was told that I was not able to cancel the booking and would have to pay the fare in full to cancel. I informed them that I was booked on two flights with them within 15 minutes of eachother and simply wanted only one of the flights and was informed there was nothing they could do and I would have to call my travel agency. When I came to check into the 1635 flight I was told that my luggage would probably get lost if I took that flight and I should take the 1810 flight instead.Desired Settlement: Refund for the flight I did not take or at least a voucher for a later date. Missed flight was caused by connection flight delay and I was double booked for the new flight within 15 minutes apart, I immediately explained the situation and was told I would have to pay for both flights and that there was nothing they could do.

Business

Response:

The following email was sent to [redacted] on **Jul15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received. If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]Thanks for contacting us via the Revdex.com. I'm sorry that you missed your connection in Chicago due to the late arrival of your American Airlines flight from Detroit. I appreciate this caused you a lot of inconvenience. I've looked at your booking, and can see that when you missed your original flight, we rebooked you onto an alternative the following day. You didn't take this flight, and were marked as a no show.We have no record of a second flight being booked for you, and it seems very likely that your travel agent booked this as a separate ticket. This would be deemed a new contract and separate from any original booking you had. I've not been able to find another booking for a British Airways flight for you, so the new booking may have been made with American Airlines. In this case it wouldn't have been the flight at 18:10 as this was [redacted]. We also have no record of you travelling on this flight.If you can provide me with more details, I'll be happy to look at this again. However, without more information, there is little we can do, as you didn't take the rebooked flight. As a no show, you wouldn't receive any refund on this particular ticket.I'm sorry I can't help more at this time, but hope I've been able to explain why. I hope that you'll choose to fly with us in the future, and we look forward to seeing you. If you can provide more information, please use the link below to get back to me.Best regardsNigel S[redacted]British Airways Customer RelationsYour case reference is: [redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:[redacted]LEGAL INFORMATION[redacted]

Consumer

Response:

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

Thank you for the quick response. I had arrived at the airport for my 4:35 flight and the customer service agent at the check in informed me that my luggage would probably not be able to make it onto the plane for this flight. When I informed her that I was double booked she told me I should take the later flight (photos of my ticket uploaded above) as it would give them enough time to get my luggage onto the plane. This is why I was not on the 4:35 flight.

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

Sincerely,

Business

Response:

The following email was sent to [redacted] on **Aug15:**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 us via the Revdex.com. I'm sorry for the delay in my response.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. I’ve had another look at your complaint, including your most recent correspondence and have taken time to review your concerns with care and sensitivity. I’ve also spoken to my manager to make sure we’ve offered an appropriate apology.I've looked at your booking, and it confirms that you were rebooked on to an alternative flight the following day departing at 16:35, which was AA0086. We have no record of the flight your travel agent booked for you so this must have been on a separate ticket. From the boarding cards you've provided, I can see this was on flight AA0046, which departed at 18:10, so I believe they've made the booking through American Airlines.I'm unsure why your travel agent made a brand new booking for you rather than call our Trade Support team to discuss your original one. As you've not taken the rebooked flight on your original flight, you have gone down as a passenger no show. Any refunds would be as per the fare rules of the ticket, although you may be entitled to a refund of any unused taxes. As you made your booking through a travel agency, you'll need to contact them to apply for this.Given the further information you’ve provided, our answer won’t change and we’re unable to offer a full refund of your original ticket. I know this isn’t the answer you were hoping for and I’m really sorry to let you down. If I can help you with anything further, please don't hesitate to contact me. Best regardsLyndsey B[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:[redacted]LEGAL INFORMATION[redacted]

Consumer

Response:

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

You have indeed shamefully let a customer down and hid behind fine print instead of making a situation right. You left me stranded at an airport overnight in an unfamiliar city with no support other than a foreign customer service line who told me there was nothing they could do, and when I attempted to make my final destination you have found loopholes to offer no reconciliation on the matter. I am only one passenger and am easily dispatched however your unjust business practices will only return to haunt you in the future.

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

Sincerely,