British Airways

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

I have not received the letter for the fees paid at Cairo airport yet. As soon as it is received and the remaining portion of the payment is successfully refunded, I'll be satisfied with the business' response.However, I do appreciate the attention given to this matter especially after I had to make multiple phone calls to British Airways without any result before finally resorting to Revdex.com.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The following email was sent to [redacted] on **May15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email** Dear **...

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

you, particularly as one item was damaged when it was returned to you.  As my colleague, Revati, previously explained,  we require proof that the fragile item was professionally packed for air travel.  This would need to be a receipt or written proof from the company, confirming that the item was professionally packed.  I understand from your reply emails that you packed it in Italy, however, as this wasn't professionally done, we wouldn't be liable to cover any damages.  However, we are willing to contribute $200.00 as a gesture of goodwill.  You may also be able to claim any additional expenses from your travel insurance and I'd be happy to provide any documentation you need to support your claim. 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. Thanks again for taking the time to contact the US Department of Transportation and the Revdex.com.  I hope we get the chance to welcome you back on board in the not too distant future.  In the meantime, if there's anything else I can help you with, please don't hesitate to contact me.      Best regards   Danielle D[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]

Dear [redacted]We have been contacted by the Revdex.com on your behalf regarding your eVoucher.  As an exception, I have arranged for an extension of your eVoucher.  Please accept this with my compliments. Your eVoucher detailseVoucher number: [redacted] eVoucher...

surname:[redacted]  Value: USD400  Expiry: **/MAR/2016 Your eVoucher can be used as full or part payment towards a British Airways flight booking, excluding bookings made with Avios, with On Business points or with shareholder discount.This eVoucher is personal to you and is not for resale or transfer.  You can make a booking for a friend or family member using this eVoucherOnly one eVoucher can be used per flight booking.When making a booking online please enter the surname exactly as it appears above.For full terms and conditions and further information on how to use this eVoucher, please go to: [redacted]Please note we will not be able to extent this eVoucher again. Thank you for coming back to us about this and for giving me the opportunity to respond.  We hope to welcome you on board one of our flights again soon. Yours Sincerely[redacted]British Airways Customer RelationsYour case reference is:[redacted]

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

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

Revdex.com:
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,
[redacted]

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

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Thanks for contacting the Revdex.com about making your booking with us using your Companion Voucher.  Please accept my apologies I've not contacted you sooner.I'm very sorry you were unaware that when using your Companion Voucher you were unable to book your flights separately.  I understand how frustrating this must have been for you.  The advice we give on our website about using the vouchers is to be flexible with your dates and destinations, as the seats you want may not always be available.I understand you made your booking, and when you contacted us to change it you were charged $110.00.  We charged you $110.00 for change fees under the fare rules of the ticket.  Therefore, I'm sorry to disappoint you but we're unable to offer you a refund.Thanks again for following this matter up with us.  We look forward to welcoming you on board with us soon and please feel free to contact me directly if you need help with anything else.Best regardsSamantha M[redacted]British Airways Customer RelationsYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways [redacted]
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The following email was sent to [redacted] on **May15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email** Dear **...

[redacted]I'm very sorry you have had difficulty making a booking to travel to [redacted] in eight months time using [redacted].  I realise how frustrating this must be for you, especially as when you have called you have been advised to call back a week to ten days later.  Please accept my apologies for the delay in responding to you.We offer a limited number of [redacted] seats on every route, however on some busy flights we sell these seats almost as soon as the availability is released.  We normally suggest you keep checking online, as our customers often have to change their plans, which affects the availability.  As our booking system is live and globally used, availability fluctuates from day-to-day, sometimes even in the same day.We’re constantly reviewing our policies and we’ve made a lot of changes to the way you can use your [redacted] because we know it can be difficult at times.  Most of these changes have happened as a direct result of customer feedback, so we really appreciate you taking the time to let us know how you feel.  I’ve passed on your comments to our Revenue Management team and I know they’ll value your insight.Once again, please accept my apologies for the delay in responding to your email.  If we can be of any further assistance, please do not hesitate to contact me.Best regards[redacted]British Airways Customer RelationsYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:http://www.ba.com/yourquestions[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways Plc - [redacted], [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.

The following email was sent to [redacted] on **Sep16:Dear [redacted]Thanks for your most recent email.  I’m sorry to hear you remain unhappy with our resolution to your complaint.  My email was meant to try and explain the situation, as we see it and hopefully answer your initial complaint.  I'm sincerely sorry if it disappointed and upset you further.I’ve reviewed all of the information you’ve given us, and the information we have on file.  As I explained in my previous response, our records show you travelled on part of your ticket and received a partial refund, please could you clarity what refund you're missing?Once again, thanks for contacting us and I look forward to hearing from you again soon.Best regardsLyndsey B[redacted]British Airways Customer RelationsYour case reference is:[redacted]

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

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

The following email was sent to [redacted] on  **Apr16:Dear [redacted]I received an email from the Revdex.com on ** April.  I'm very concerned to learn about the problems you've had securing a refund from us.  I know you...

originally requested the refund on ** September, so I deeply regret the time this has taken.Our records show our Refunds team requested your bank account details and postal address on ** September.  Most of the information was provided on the same day, but I'm sorry it was not until ** October that we asked for the account's swift code.  On ** October 109,418 INR was refunded against your booking reference [redacted].  This should then have taken 7 to 10 working days to reach your account.Notes in your booking state your bank was unable to accept our refund, as the account holder's name differed from the one we'd been given.  I'm disappointed to see this situation wasn't clarified until ** March.I understand our Refunds team processed a refund of 109,418 INR on ** April.  I've asked them to confirm once this has been successful.  As soon as I have this information, I will contact you again.As a gesture of goodwill and for the delay in settling this matter, I'd like to offer you an eVoucher for $150.00.  I've included your eVoucher details below with a link to some helpful information about how you can use it. [redacted]  ** [redacted]  If you have any questions about how to use this eVoucher, or for its Terms and Conditions, please go to:  
[redacted]  Thanks for pursuing this matter with us.  I'm sorry you needed to contact the Revdex.com as a result of this situation.  This isn't the service you'd expect from us.  I've alerted the managers of the staff involved with your earlier communications, so that they can address any training requirements.  Had the full and correct information been gathered at this time, I'm sure your refund would have been processed sooner.  Despite this experience, I do hope you'll book with us again.  We'd like to welcome you on board in the future.  In the meantime, if there's anything else I can help with, please let me know.  Best regardsJoy C[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Apr15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email** Dear **...

[redacted]Thanks for contacting us.  I'm sorry to hear you've not received Avios or Tier points for trips you've made with [redacted] over the last two years.  I understand this must be disappointing, especially as your membership number has been correctly added to your booking.  Please accept my apologies for the delay in contacting you. After looking into your Executive Club profile, I can see you contacted us on ** April 2015 to claim missing Avios and Tier points for your trip from Portland to Las Vegas on ** December 2013.  Unfortunately any claim for missing Avios and Tier points needs to be made within 6 months of your travel date, we've therefore rejected your claim. I realise your membership number was correctly added to your booking and shows on your boarding card.  If your membership number is correctly entered into your booking, and the name matches your account, your flights are usually credited to your account after you've flown each flight.  I'm sorry this did not happen when you travelled.  As it's not guaranteed that the points will automatically be added to your account, we always recommend you keep a copy of your e-ticket itinerary and boarding passes until the flights have credited to your account.If, after you've completed your flights, you find you're missing any Avios, you can either, log in to your account on ba.com and click on ‘Claim missing Avios’ or send a copy of your e-ticket and boarding passes to your nearest Service Centre.  Members have six months from the date of travel to claim for any missing flights.  We find for the majority of Members this is enough time to claim any missing Avios or Tier Points.I'm unable to credit the missing Avios or Tier Points for your trip to Las Veags, however I'd be glad to credit any flights you may have taken within the last 6 months.  Please use the blue link below to respond to my email with details of your recent flights. Thanks again for taking the time to contact us.  I'm sorry to disappoint you on this occasion, however I hope you understand the reason behind our decision.  I do hope we can welcome you on board in the near future. Best regards[redacted]
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[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]
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The following emails were sent to [redacted] on **Mar16 & **Mar16:Dear [redacted]We've been contacted by the Revdex.com regarding the problems you are having booking flights from San Jose to Athens via London Heathrow in June using your Avios and Travel Companion Voucher.  I'm sorry it has taken so long to contact you.I understand how disappointing it was for you to find there were no seats available on the flights you wanted to travel on, especially as you had already tried to make a booking on two previous occasions.As we advised in our earlier email to you, we offer a limited number of Avios seats on every route, but on the busier routes these seats sometimes sell as soon as they are released.  I'm afraid we can't guarantee that you will always be able to find seats on your first choice of flights and travel dates.I have had a look at your booking and can see that you have managed to book seats on a direct flight from San Jose to London Heathrow on ** June, a flight from Istanbul to London Heathrow on ** June and a flight from London Heathrow to Houston on ** June.  I appreciate how frustrating it is that there are no seats available on a flight from London to Athens on ** June.I have checked our reservations system and there are currently six seats available to book with Avios on flight BA0279 from London Heathrow to San Jose on *8 June.  Although there are no seats available on our flights from London Heathrow to Athens on ** June, there are seats available on other dates, such as ** June.  Our reservation system is, however, live so availability is currently changing.I'm sorry you had to wait for so long to speak to someone when you called us to make your booking. I understand how annoying this was, especially when you got passed through to various different departments.  Unfortunately, it can be difficult to predict how many calls we are going to receive, but I have passed on your comments to our Customer Experience team so they are aware of the time it took for you to get through to us.I realise you had to spend $30,000.00 to get your Travel Companion Voucher and  I appreciate your reasons for asking, but I'm afraid we are unable to offer you any compensation or cover the cost of your travel between London Heathrow and Athens.  I'm sorry to disappoint you.Thanks for taking the time to follow this up with us.  We value your business as an Executive Club member and I hope you enjoy your flights with us in June.Best regards Karen S[redacted]Your case reference is:[redacted]Dear [redacted]Thank you for your email.I've just checked your booking and can see that your return flight has already been changed to travel to San Jose.I'm glad you managed to make the change and I hope you enjoy your flights with us in June.  Best regards Karen S[redacted]Your case reference is:[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I can neither accept nor reject the business's response at this time, since their response is simply a promise to investigate further and get back to me in 10 days.
Sincerely,
[redacted]

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

  
 I paid British Airways!  I did not pay US Airways or American Airlines.  They transferred my children's flight to US Airways.  They are responsible for refunding me the money I paid to them!  It's not that difficult to comprehend! 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The following email was sent to [redacted] on **Jan16: **Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the...

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

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

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

I would have found their response acceptable if the only issues were the flight re-routing and the delay it caused me since I arrived home almost 24 hours after the supposed arrival tiime.The real issue here was the way I was treated by BA's representative over the phone. They can't simply assume people have money to pay for the incurred expenses caused by their mistake. I was denied hotel and food voucher and was left on my own. I spent a humiliating night sleeping on the floor of Madrid airport. I was travelling on a tight budget and didn't have money to pay for hotel and/or food. I had to borrow money from a stranger to buy food. This is simply unacceptable.In addition to the US $250 evoucher they are offering me, I would expect to get some compensation for the hotel and food they denied me. I suggest $ 200 cheque as a compensation.thanks,[redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:BA never credited the money portion of the award booking. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:

While I appreciate, British Airway's attempt, the resolution is completely useless to me! Im being offered $500 as of it fly to London on a regular basis... I would have thought that I could use the $500 for a domestic fly to Atlanta, but low and behold, that they do not fly to Atlanta which is understable, but they don't allow the voucher to be used with their flying partners (AA, the whole reason we chose BA in the first place). So my only option (if that's what you call it), is to find a international destination, in hopes that BA will fly, it. Also $500? that pretty insulting considering the fact LHR charges more in tax taxes alone then that! a flight from SFO to LHR is close to 1500 depending on the time of the year... $2000+ right now... and thats economy! business class cost us almost 3.5k each, so almost $7k for both us, and BA gave us $250 each. HAHAHA...I think they were better of showing us the middle finger then offering us anything at all... that's what it felt like!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]