British Airways

The following email was sent to [redacted] on **Sep16:Dear [redacted]We've been contacted by The Revdex.com as I understand you submitted a complaint to them regarding the issues you had with your booking with us under reference [redacted].  I...

understand you booked a flight incorrectly, and due to a number of issues, you weren't able to make changes to the booking within the 24 hour cooling off period.  I can fully understand how disappointing this must be for you and Anthony, especially as you have only received a partial refund after cancelling this booking.  Please accept my sincere apologies for the upset this must have caused you and I'm sorry we haven't been able to get back to you sooner.I understand the day after the booking was made, you discovered you had booked the incorrect flight from Philadelphia to Orlando.  I know at this time the office in Rome was closed, so Anthony had to call our office in the UK.  As you were the only passenger named on this booking and the credit card holder, the member of staff who Anthony spoke to was correct to advise they could not discuss this booking with him under the UK Data Protection Act.  However, I'm very surprised to hear my colleague explained if you signed up to our Executive Club and you added Anthony as a third party nominee, he could discuss this booking on your behalf.When a customer has a third party nominee on their Executive Club account, it does mean they are authorised to discuss a booking on behalf of the passenger.  However, given the situation, my colleague should have explained you needed to contact us yourself.  As you were up against a timescale, this would have been the easiest and quickest option.I can appreciate how frustrated and anxious you both must have been when trying to create an Executive Club account and I'm very sorry for the issues you had when trying to do this.  You both must have become even more frustrated when, even after creating the account and adding Anthony as a third party nominee, my colleague still would not share any information with him.From the notes in the booking, it seems when Anthony called us the second time, the information provided by him which was needed to pass data protection, did not match the information on the booking.  I fully understand this was an extremely stressful situation for you both, however, we have to make sure the person we are speaking with has full authority to discuss or make any changes to a booking before we're able to do so.  Unfortunately, it seems on this occasion, the information Anthony provided was not enough to allow him to discuss this booking in further detail.  For future reference, we would always recommend the passenger or credit card holder contact us if they need to discuss a booking in detail.Unfortunately, this ticket was non-refundable which means you would only be entitled to a refund of the taxes, fees and carrier charges.  The total refund of this comes to a total of €544.89, however, as you incurred a penalty and a channel fee to cancel this booking, you are only entitled to €83.89.  Please accept my sincere apologies for this, however, I can confirm you have been refunded correctly.I fully understand why you're both so annoyed with this situation, however, the booking was not changed or cancelled within the 24 hour cooling off period so we wouldn't be able to offer you a full refund of this booking.  I'm sorry.Customer Relations are a post-travel department so normally, they don't deal with pre-travel issues.  However, as this booking is now cancelled, it is Customer Relations who need to apologise.  I know you'll be disappointed and I fully understand why, however, unfortunately, there's nothing further they can do with this issue apart from sincerely apologise and make sure your comments are fed back.  I'm sorry we aren't able to resolve this issue for you, however, it does state in our terms and conditions you must make changes or cancellations within the 24 hour cooling off period, to avoid incurring any charges.  I know this isn't the answer you were hoping for so please accept our sincere apologies for letting you down.Thanks again for contacting us and The Revdex.com about this.  If there's any other pre-travel issues you need help with, please call our pre-travel team on [redacted].  Please also don't hesitate to contact me using the blue link below if there's anything else you would like to discuss.Best regards Jemma S[redacted]Senior Service Recovery ExecutiveBritish AirwaysYour case reference is:[redacted]

At this time, I have been contacted directly by British Airways regarding complaint ID [redacted], however my complaint has NOT been resolved because: 
I did receive $1369 back from BA. This however does not even cover the $2000 of the business class flight I never wanted. It also doesn't...

cover the original ticket of of around $1700. They responded with a sancitimonious email saying I should be happy to get the $1369 back and sorry for the inconvenience. I am pasting their response below. I called them a few hours after the change was made without me expresly asking for an upgrade. They acknowledge that I never asked for the change to be made but I should somehow know that they call business class by another name. Clearly BA has no interest in taking care of customers. "[redacted]  
[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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. While I do believe that the business can take further steps to provide better customer care through their website and hotline, they have resolved the issues I requested on my own behalf, and must make their own decisions about policy and process within the business. I do appreciate their quickness in responding once the Revdex.com contacted them.
Sincerely,
[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:

That is still only half of the money that I was out for paying for bags that did not get to me in time. I appreciate the response, but I would still be out 1/2 of what I paid. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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,
[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:

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

The following emails were sent to [redacted] on [redacted]:Dear [redacted]Thanks for taking the time to ready this email.  We've been contacted by the Revdex.com regarding the problems you faced booking your recent trip to London.  I'm very sorry the booking...

process wasn't as straight forward as it should have been.  I also apologise for the delay in replying.I understand that you entered into a 72 hour price fix on ** November 2016 for $868.28.  However, this was ended earlier than it should have been.  The result of this meant you had to purchase your flights at the higher cost of $1,042.52.  I'm very sorry this has been the case.  I'd like to inform you that this is a known fault and it is something that our dedicated Web Support team have been tasked with fixing.  Although, I realise this doesn't change what has happened to you.It's disappointing this has come to a stage where you have felt the need to contact the Revdex.com.  This certainly shouldn't have been the case.  It's clear there has been a fault with our booking system and the difference in fare should've been returned to you.  I'd like to put this right straight away.  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, by using the blue link below, or fax it to ###-###-####.  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 getting in touch and for giving me the chance to help.  Please accept my apologies that this was not rectified at your first time of asking.  I look forward to receiving your response.Best regards Richard S[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]===============================================================Dear [redacted]Thanks for sending me the requested bank details.I'm pleased to say I've now raised a bank transfer for $184.27.  The money will be in your account in the next 3-5 working days.Once again, please accept my apologies for the disappointment caused on this occasion.  It is true that our Customer Services team may not have been able to refund the extra money paid prior to your travel.  However, the information passed to you should have been to contact Customer Relations upon completion of your journey.  It's disappointing that incorrect information was provided to you.Thanks again for contacting us.  I hope this has gone some way to improve your opinion of British Airways.  If you need me for anything else, please just ask.Best regardsRichard S[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Oct16: Dear [redacted]Thank you for taking the time to reply to my email, though I'm concerned you're unhappy with my response.The information I provided in my previous email, was the information our Refunds team sent to me...

following their investigation.  I apologise if it was incorrect.  I certainly don't want you to have a poor impression of British Airways, and so on this occasion I'm happy to arrange a refund of £35.00.  This is the difference between online fees and airport charges.  This converts to $45.44, at today's exchange rate.In order for me to arrange this payment, please provide the following bank details: Branch name Routing number (9 digits - please provide the paper and electronic sort code) Account number (1-20 digits)   Once I have this information I will process a bank transfer for you.  You can reply to this email using the link below.I look forward to hearing from you.Best regards Sara S[redacted]Senior Service Recovery ExecutiveBritish Airways Your 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:

Since when does a customer pay for a higher class fare and because that is full receive a lesser fare? If I had been offered and alternative I could maybe understand this. But think about it. I pay an extra price for a cheap seat? No way. I will take this to small claims court and take my chances there as British Air obviously has no concept or regard for customer service.
 
 
 
 
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]Thanks for taking the time to get back to me.  I'm sorry you remain unhappy with my response.I understand you feel British Airways and American Airlines have not took responsibility for your claim.  As previously mentioned, the operating carrier of your flight is responsible for reimbursing any out of pocket expenses you may incur as a result of a delayed or cancelled flight.  This is an agreement held with all major airlines.  I hope you’ll understand we have to be consistent so we’re fair to all of our customers.  This means we can’t make an exception this time and I’m so sorry to let you down. When you initially contacted us, we advised you would need to contact your travel agent to request a refund for any fare difference due to be returned to you.  Usually your travel agent would then have to contact our Refunds team to process your refund.  On this occasion, because of the disappointing service you received, I contacted our Refunds team on their behalf so any refund due to you can be returned as quickly as possible.  As the money will be returned to your travel agent, you will still need to contact them to receive a refund.    Your comments are very important to us and I know our Customer Experience team will value your insight.  We’re grateful you’ve taken the time to let us know what happened, as it’s only through your feedback we’re able to focus on areas where we need to improve.Thanks again for contacting me.  Please feel free to get back to me, if there's anything further I can help with.   Best regards Emma C[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]Please do not send payment card details via email[redacted]
 
 
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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 getting back in touch with us via the Revdex.com.  I'm really sorry to hear you feel your complaint hasn't been resolved, and that my response didn't make sense. In the first instance, the online form should be used when requesting a refund for paid seating.  I know you said in your first email you'd already filled this form in, which is why I've been in touch with our Refund team so they can confirm if the refund has been processed yet, and if not, can it be done now.   I'm sorry my email made it appear I was contradicting myself.  This wasn't my intention.  As I said before, I have contacted our Refund team, and as soon as they've replied I'll let you know.Thanks again for getting in touch.  If you need help with anything else, please contact me using the blue link below. Best regards[redacted]British Airways Customer RelationsYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online: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.

Revdex.com:
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 partially resolved.  I accept BA's settlement offer but is very concerned about BA's practice in handling the customer's privacy.  BA's agent [redacted] had my banking information because ** promised to wire the money to my personal account.  After I submitted my account info, ** just turned silent.  It did not respond to my inquiry about whether it has received my bank account info or not and it did not even bother to reply to me after my sending five emails to ask if they are going to do anything with my account.I would accept the settlement of $110 for my damaged luggage.  Yet, I still expect BA to do something with [redacted].  **'s ignorant and dangerous practice could cause me losing my most important financial privacy.  [redacted]'s attitude and practice in this matter are totally unacceptable.  Since [redacted] is BA's agent, I would expect BA to discipline [redacted] and make sure that my personal account information would not be misused by **.
Sincerely,
[redacted]

The following email was sent to [redacted] on [redacted]:Dear [redacted]Thanks for contacting both Jon R[redacted] and Alex C[redacted] on [redacted] regarding your on-going refund request.  I’m sorry you remain unhappy with our response to your complaint.  We have also received the email you sent to the Revdex.com on * June. I've discussed this matter with my manager, Jon R[redacted], and provided him with all of the facts of your complaint.  Jon has reviewed your complaint and on behalf of Alex C[redacted], he's confirmed he's in agreement with the responses you've received.  I appreciate you feel differently and I really am very sorry we're unable to meet your expectations on this occasion, however our decision must remain the same and it will not change.  As we feel we've explained our position and answered your complaint to its fullest, this is our final response and we'll not be responding to any further requests for a refund.Thanks again for taking the time to contact us.  Should you have any other questions or queries regarding anything else, please don't hesitate to contact us again. Best regardsMichael W[redacted]British Airways Customer RelationsYour case reference is:[redacted]

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]Thank you for contacting The Revdex.com regarding your complaint.  I'm sorry your flight to Philadelphia was cancelled, and you were unhappy with the rebooking options which were available to you.  I appreciate the reasons why you feel let down.Unfortunately, BA67, from London Heathrow to Philadelphia had to be cancelled due to damage to the aircraft.  I can see we notified you of the cancellation on ** July, and rebooked you via Chicago.  However, I know you called us and advised this option was unsuitable.When a flight has been cancelled, it's our responsibility to ensure you're rebooked, and get you to your destination as close to the scheduled time as possible.  We do not guarantee this will be on a direct flight, and therefore re routing is an option.I know you stressed you wanted a direct flight, and I can see you were offered to be rebooked on the direct service on ** August.  However, I know you couldn't accept this as you needed to be back in Philadelphia before this date.  The only option available, for a direct flight, was from Manchester, which meant you had to take the shuttle from London Heathrow.I appreciate the reasons why you were unhappy with the rebooking options, however, we wouldn't offer an upgrade from [redacted] to First, as a gesture for a flight cancellation.  I'm sorry you were disappointed with this.While I can see you arrived in Philadelphia close to your scheduled arrival time, I know you faced inconvenience due to the cancellation.  Therefore, as a gesture, I've arranged to send you and [redacted] an eVoucher for $200.00.  I hope you'll accept this with my compliments.Once again please accept my apologies and thank you for your time.  We value your support and look forward to welcoming you on board again soon.  If I can help with anything else, please feel free to email me.Best regardsSara S[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]
**Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. In all reality, I am tired of going back and forth here. I feel Ms. [redacted]' response was flippant and showed no desire to rectify the situation that her General Sales Manager created. Customer service and the way customers are treated is, in my opinion, a part of the "business issues".  This has nothing to do with 'Steve and me being friends'. Her lack of enthusiasm for this complaint and the empty "apology" on her part with, "Look, I apologize... can we move on," shows me she really doesn't care and is not going to do anything about it. With that being said, this matter is considered closed, but I will never bring my business there again- and that is very sad because Josh [redacted] is excellent. It's the upper management, apparently, that couldn't care less.Joe Myers can keep the promised gas cards. It's not about the money here. I've already taken the decal and the license plate frame off my truck. The only way anyone will know of Joe Myers Ford through me is when I let them know how I was treated; and I hope they lose business, even if only a few cars, so that they might begin to understand what "excellent" customer service is and what it is not.-[redacted]

Dear [redacted] We've received correspondence from The Revdex.com, asking us to contact you regarding the missing bonus Avios.  I understand how frustrating this must be especially as you've spent more than the required amount.  Please accept my apologies for the delay...

in contacting you.I've spoken with our Executive Club and they have advised me that the bonus Avios would have been added to your account by Chase.  They've suggested that you contact Chase and ask them to look into this.  If you'd like to speak with the Executive Club directly, you can call them on the following telephone number [redacted] I hope you get this matter resolved quickly with Chase, but if there's anything further that I can help with please don't hesitate to contact me.     Best regards   Lyndsey B[redacted]Senior Service Recovery ExecutiveBritish Airways Your case reference is:[redacted]

The following email was sent to [redacted] on **Nov16:Dear [redacted] Thanks for contacting the Revdex.com about a refund for your unused flights.  Please accept my apologies for the delay in my reply.I understand you missed your flight from Venice on **...

September and had to make a new booking.  I've checked the fare rules of your original ticket and I'm afraid the fare is non-refundable.  However, you may be due a refund of the unused taxes on your ticket and I've sent this to our Refunds team to calculate. I appreciate you were unable to amend your ticket after you missed your flight and I know this must have been frustrating.  Unfortunately, the ticket you purchased didn't allow any changes after departure. I've checked the details of your second booking and I understand you also purchased return flights on ** November.  Please can you confirm you do not intend to use these flights and I will send the booking to our Refunds team to calculate any applicable refund. Thanks again for taking the time to contact us.  I hope we can welcome you on board again soon.  If there's anything else I can help you with, please feel free to contact me directly by using the blue link below.   Best regards Roslyn M[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]

The following email was sent to [redacted] on **Nov15: **Please DO NOT reply directly to this email by using the ‘reply’ function on
your personal email settings, as it WILL NOT be received.  If you wish to send
us a reply please use the link at the bottom of the...

email**  Dear [redacted]We've been contacted by the Revdex.com regarding the problems you
had travelling from Dallas to Nairobi on * November.To help us carrying out our investigation, please can you provide:where you were denied boarding? a scanned, readable copy of both your passport and the visa you used for
travelYou can send your documentation to me directly, my email address is [redacted].  Please
include your case reference in the subject field.Once I have this, I'll contact Immigration in both the UK and the US to
determine if you were correctly denied boarding.I hope to hear from you again soon. Best regardsMichael Wi[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]
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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]
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