British Airways

The following email was sent to *** **Oct14:
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Dear ** ***
Thank you for contacting us about your daughter's flight to London Heathrow
on ** October 2014. I understand our flight to London Heathrow was
delayed following the late arrival of the aircraft into Dallas Fort Worth due to
a thunderstorm. I understand your disappointment, and I am sorry we could not
arrange for *** to have the seat you had arranged.
Unfortunately, the booking reference provided is not a British Airways
reference and we have no passenger record for *** on any British Airways
flight. In order to investigate your claim further, please provide a copy of
***'s booking confirmation or ticketing details, or a copy of the invoice
for payment of ***'s pre-allocated seating
Please upload your receipts/documents using the following link:
***
I look forward to receiving your documentation and settling your claim as
swiftly as possible
Yours Sincerely
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Please note emails sent to the passenger email below sent on ** Oct 2014Dear ** ***Thank you for your email addressed to *** ***. He has asked me to respond to you directly on his behalf. I am sorry we have not replied to you soonerI 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 AirwaysThe 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 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 expenseWhilst 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 dueI 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 futureBest regards*** ***
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***Below email sent on ** November Dear ** ***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*** ***British Airways Social Media ExecutiveYour case reference is:***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 futureBest regards*** ***British Airways Customer RelationsYour case reference is:***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 expenseWhilst 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 dueI 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 futureBest regards*** ***British Airways Customer RelationsYour case reference is:***

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

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

The following email was sent on ** November to the passenger
Dear ** ***
We have been contacted by the Revdex.com
regarding your claim with British Airways CR ***
A check in the
amount of USDwas approved on ** October, and sent to the address
below. Please note it can take up to days for the check to be
delivered
*** * *** **
*** ** ***
If the
address above is incorrect please advise.
My apologies for any
inconvenience this has caused. We hope to resolve this matter quickly for you
Sincerely
*** ***
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*** *** *** *** ** ***

The following email was sent to *** 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
** ***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*** *** *** *** ***British Airways Customer RelationsYour case reference is:***Please use the following link to send us a reply and quote your case reference *** 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 British Airways Plc - *** *** ***, *** *** *** *** ***. (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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.
I have read Ms*** email and there are some details missing. Ms*** states that there are several ways I could have contacted them, which I did try before resorting to call the corporate offices and now the Revdex.com. I tried calling and emailing *** *** and *** *** at Joe Myers Ford on numerous occasions and have the phone records and emails to show my attempts in getting in touch with them. I also emailed Ms*** through the Joe Myers ford website. Because I felt that Ms*** being a female and the General Manager might make an attempt in helping me resolve this matter; however, I did not get a response from her either. I had tried contacting someone for a full day. Since no one was responding to my messages I felt I had no option but to have my male representative to contact them and they did. That is when he spoke with Mr*** to see if this matter could get resolved.
When I took in my vehicle the first time I made Mr*** aware that my a/c was not blowing cold air; passenger side was blowing cool air and the driver side was not. After I received the estimate of the costs I asked Mr*** if he was sure that the issue they were quoting me was what was wrong because as a single mother this was a lot of money for me to spend. I was reassured that it was because only a technician that specializes in a/c was the one that diagnosed my car and would work on it. I authorized the work and when I go it back my vehicle back the a/c did work. I used it for a few days, left on business for a week, and upon my return I noticed that I was having the exact same issue the a/c on the passenger side was blowing cool air and the driver side was not. I called Mr***, took my vehicle in and he confirmed what was going on and said that they would look at it. Mr*** emailed me another estimate in which they told me that something else was wrong with the car and it would cost me an additional $dollars to get it repaired. That is when I was not satisfied with the excuses that I was getting and that is when I started calling Mr*** and emailing Ms*** to see if we could find a resolution. I decided to take it to Joe Myers for them to repair it because I had taken my vehicle there before and they did a good job and trusted that they would fix it right the first time as their mission statement declares
Ms*** is correct I did get offered a discount after Mr*** had spoken with my male representative and Mr*** stated to him that Joe Myers makes their money on parts and not labor. Mr*** did call me and told me that without accepting fault they would do the repairs for approximately $900. That evening I went to Joe Myers to pick up my car, after two days that they kept it I needed it to get to work, this vehicle is my sole mode of transportation. When I arrived at Joe Myers no one was there to greet or speak to me, Mr*** nor Mr***. I then sent an email to Mr*** to inquire about the discount that Mr*** had offered me and Mr*** sent me a reply stating that he had forwarded my email to Mr***. I have not heard from anyone since then
As I told Mr*** I felt that a thorough job was not conducted properly the first time they repaired my vehicle as I was having the EXACT same issue happening with my a/c the second time. The first time the repairs where made I trusted that I was getting the proper repairs because as I stated before I trusted Joe Myers. I felt no one was interested in assisting me resolve this matter and felt that I was not getting the same respect as a female as my male representative did. I am highly disappointed in how this matter was handled and extra expense and hardship this has caused
Regards,
*** ***

Revdex.com:At this time, I have not been contacted by British Airways regarding complaint ID ***.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did enter my mileage plan number correctly at the time of boarding the flightBritish Airways response says that it is not guaranteed that the miles would be credited even if I enter the correct credentialsWhy so ? And if so, then why would they not let me know about this at the time of boarding (when I was entering my mileage plan number at the kiosk) - they should have let me know about this "no guarantee" thing then and there, in which case I would have made it a point to check my mileage statement right after the flight.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved
because:
Hi There, The below message does not indicate if the issue has been resolvedThey have reached out to the LHR airport authorities for an explanation, but I am not convinced that this would resolve the issue in any wayI am contracted with BA for the travel, whom they have contracted for transporting the wheel chair bound passengers is not my concernMy mom has faced hardship at the airport, BA needs to compensate for that. Thanks, ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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
*** ***

Dear *** ***Revdex.com Complaint ID: *** 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
back to the original form of payment. I have requested a check in the amount of USD(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 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 soonSincerely*** ***
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The following email was sent to *** on **Jan15:*** ** *** *** *** ** *** *** ** *** *** *** *** **
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*** *** Dear ** ***Thank you for taking the time to speak with me today regarding your claim. Please send me a clear copy of your car rental receipt by fax at ###-###-#### or email to *** and include your case reference number and my name in the subject field ***/*** Sincerely*** *** *** *** ***
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***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 *** 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':***
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The following email was sent to *** 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 ** ***Thanks for your reply. I'm sorry you remain unhappy with our response and I appreciate your reasons for coming back to us.You've advised that you entered your Executive Club number correctly at the time of boarding, however the Avios and Tier points aren't showing. When entering your Executive Club account, I can see your name is showing as **
*** * ***. Therefore, if the name in your booking does not match this, the points won't add automatically.As advised previously, it is a passenger's responsibility to ensure the correct Avios and Tier points are showing on their Executive Club account. You also have up to months to make a claim for missing Avios and Tier points, so unfortunately, as this time has passed we can no longer credit your account.I do recognise your frustrations but hopefully I've been able to explain things for you I'm sorry we are unable to help on this occasion, however if you have another queries please come back to me using the blue link below. Best regards*** ***
*** *** *** ***Your case reference is:***Please use the following link to send us a reply and quote your case reference *** in any correspondence with us:***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[The business has not contacted me after I rejected their earlier replyThe circumstances and sequence of events mentioned by the mail do not correspond to the chain of events narrated by my momPlease refer to my earlier mail sent to you and the same was sent to the business as well]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The following email was sent to *** 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 **
***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 *** and ***. 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*** ***
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*** *** *** ***Please use the following link to send us a reply and quote your case reference *** 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:***LEGAL INFORMATION***This email was sent to you by British Airways Plc - *** *** ***
*** *** *** *** *** *** *** *** *** *** *** ***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