British Airways

The following email was sent to [redacted] on **Nov16:Dear [redacted]We've been contacted by the Revdex.com regarding the problems you've had obtaining your refund from us.  Firstly please accept my apologies for this.I've been in contact with our Refunds team and...

they've confirmed your refund was processed on ** October for $404.50 back to a [redacted] card ending in [redacted].  I understand you were advised you were going to receive $459.35, however it seems the $55.00 cancellation fee wasn't taken into consideration when you were quoted this amount.  I'm sorry.Should you have any other questions or queries regarding this matter, 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 **Oct15:[redacted]
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[redacted]We've been contacted by the Revdex.com regarding the claim you made after your baggage was damaged when you travelled from Bucharest to Las Vegas on ** August.  I'm sorry to hear you've not received a response since you contacted us with your receipts for the items that were also damaged.  Please accept my apologies for the delay in contacting you. I understand we've arranged for your damaged baggage to be replaced.  We've also received one receipt for the amount of 279.00 CHF to cover the damaged contents.  I'd be glad to reimburse the 279.00 CHF you've paid, this converts locally to $285.16.  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.Once again, I'm truly sorry that it's taken longer than we would like to respond to you.  Please be assured this is not our usual standard of service.  I look forward to hearing from you soon so I can bring your claim to a swift close. Best regardsEmma 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]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me and the matter has not been resolved.
Sincerely,
[redacted] THE ISSUE IS NOT RESOLVED.
On ** May 2016, I received an email from BA customer
Relations (Antoinette A[redacted]) stating that my “Travel Agent” changed my
seats and was advised to contact CheapTickets. I contacted CheapTickets and
received a reply from them on * June 2016 (attached), in which they state they
did not change any of our seats with British Airways and we should contact them
for a refund. After additional email correspondence
with British Airways with no reply’s, I
decided to send all emails correspondence to British Airways, [redacted] by Certified Mail, ** Jun 2016, in the hope
that I would receive a response. The certified mail was received and signed for
on ** Jun 2016. I did not receive any response from British Airways until the
Revdex.com’s request.

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. Thank you so much for your assitance.
Sincerely,
[redacted]

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]
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The following email was sent to [redacted]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]Thanks for taking the time to read this email.  We've been contacted by the Revdex.com about some problems you've experienced when travelling with us recently.  I'm sorry your initial flight to [redacted] was delayed so heavily on ** June.  I realise how much of an inconvenience this must have been for you, what with missing your prearranged house viewing appointments and missing out on your hosting event.  I understand things were made far worse when you were unable to board your return flight on ** August.  I apologise for the delay in replying.I know it's vital for both our customers and our business that we operate our services as scheduled.  We recognise our customers, particularly our business travellers, rely on us to do this.  Regrettably there are times when we have no choice but to delay a flight.  As you're aware, the delay of your flight was caused by a technical fault with the aircraft.  I'd like to assure you the safety of our customers, crew and aircraft is our primary concern. In your email you've advised as well as not attending your scheduled viewings, you've also incurred costs by not being able to attending a prearranged event.  I'm sorry that our previous response hasn't addressed this and that you're unhappy we haven't offered any compensation.  Unfortunately, we aren't liable for the costs you've incurred by missing your event and as so we'd advise you to contact your travel insurance provider to gain any reimbursement.However, saying that, I've assessed your claim for compensation in line with EC Regulation 261/2004.  I'm pleased to say, you're entitled to compensation for the delay of your flight [redacted] dated ** June 2014.  The distance of your disrupted flight, as calculated in accordance with EU legislation, was over 3500km.  Based on this, you are entitled to €600.00 in compensation.As there is one passenger included in your claim, the total compensation due is €600.00, which equates to $747.01.  The fastest and most secure way to settle your claim is by bank transfer.  I'll be happy to arrange this for you.  Please provide 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 email your information to us by using the blue link below, or send a fax to [redacted].  You're welcome to send more than one document if you're concerned about providing all your information at once.  Please remember to include your Customer Relations reference number if you decide to send your bank details by fax.On your return it must have been extremely frustrating to be told you couldn’t travel on your flight to [redacted] as planned.  I understand why you're annoyed, especially as you'd arrived at the airport and were checked in on time.Because our customers expect their flights to leave on time at Terminal * we made check-in and security as smooth as possible to help make sure this happens. We have to be very strict about timing and anything that might delay us.  We did trials which showed us that to ensure customers have enough time to get to the gate, they have to be through security 35 minutes before departure, at the latest.We’ve put a boarding card scanner just after security to tell customers if they haven’t enough time.  We’ve called this ‘Ready to Fly’.  That way they avoid the rush to the gate on the off chance and instead they can make their way to the customer service desk to be re-booked.  Staff at the departure gate will also be alerted that you haven’t made it.  This means they can get your bags back to you without delaying the flight.  It seems very strict I know, but this process improves our punctuality significantly and we must do it if we’re to give all our customers the reliable timetable they expect.  That’s not to say I don’t understand how difficult it was for you, I do and I'm sorry.We do display this information on ba.com, on the Checking in section of our travel information pages.  You can view this information by clicking on the blue link directly below. http://www.britishairways.com/en-gb/information/checking-in?source=MNVIN...⇄ also display the time you have to clear security on your boarding pass.  I'm so sorry you weren't aware of this before arriving at the airport.I realise it's disappointing when this happens, particularly as you then have to pay in order to rebook your ticket.  I understand why you're asking us to reimburse the $281.00, but I'm sorry this isn't going to be possible, as the correct processes have been followed.Thanks again for contacting us and giving me the chance to help.  I really am sorry for the disappointment caused on this occasion and I hope this won't deter you from travelling with us again.  If there is anything else I can do to help you, 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.

Email 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]Your...

Ref: [redacted]I've been contacted by The Revdex.com about your claim.[redacted] cancelled their flight [redacted] ** January 2015, you were rebooked on the earlier flight that day on [redacted].  Your travel agent was notified and made the changes to your itinerary on ** November 2014 and issued the ticket on ** November 2014. As there was no involvement or error made by British Airways we will not be offering compensation.  Please contact your travel agent about this issue.Thank you. Best regards[redacted]British Airways Corporate 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:>https://britishairways.com/travel/webforms/public/en_gb?eId=120001&wf...⇄ 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is while not satisfactory to me, seems to be a moot point.  After reviewing blogs and travel sites it appears that this is British Airways policy (regardless of the reasons for cancel they do not proffer a refund, or the time frame involved), so while it is an unfair business practice it is their policy and therefore it is not worth my time or your effort to try an get them to see reason.  I can take the two options I as a consumer can take - I can not use them as a travel partner and I can alert family and friends, colleagues, clients and associations I am active in to this policy so that they too can avoid British Air.  I have already notified my own travel office, and British Air is removed from our recommended carriers. With 69,000 people traveling worldwide this is a stronger recourse than receiving my mere $2,000+ back.  Perhaps loss of business in a highly competitive industry will cause a review of the policy.  I also sent the hyperlinks found to their US General Counsel and suggested British Air might be at risk for class action suit - I don't have the time but it is very obvious they are not a reputable carrier.  Thank you for your time and attentionSincerely,
[redacted]

Thank you.

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

I am very satisfied that my name has been changed as per my request. However, I need further assistance to transfer my avios points, and I still don't have a way to communicate with the business. Their response said I should communicate with them by mail or by fax, both of which don't work for me. I can't get through on their phone lines, and I haven't been given an email address that I can respond to.
My complaint would be resolved if somebody within the business would contact me by email in a way that I can respond directly, so that I have a contact person to communicate with in future.
Sincerely,
[redacted]

At this time, I have been contacted directly by British Airways regarding complaint ID [redacted], however my complaint has NOT been resolved because:  Please see the following, a copy of the correspondence I've received: 
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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]

The following email was sent to [redacted] on **Oct14:
====================================================
Dear [redacted]
Thank you for getting in touch with us again about updating your name details
on your Executive Club account.
I'm pleased to...

confirm, your name has now
been amended. I have also ordered a new card for you, which you should receive
in the next 28 days.
If you need to update your name details on any future bookings that you have
made, please contact your local reservation centre quoting either your Executive
Club membership number or booking reference. Their details are available at
[redacted]
While I've been able to update your name details, the
other issues you raise in your fax, have been unresolved, as the information was
illegible. Could I please ask you to re-send a further copy to us by post or
fax.
As soon as this information is received, we will be happy to look
into your queries further.
I am sorry not to have fully answer your
queries, but I hope to hear from you soon.
Best regards
[redacted]
[redacted]
British Airways Executive Club
Your case reference is:
[redacted]
Executive Club Number: [redacted]
Please do not reply directly to this email by using the ‘reply’ function on
your personal email settings, as it will not be received.
HOW TO CONTACT US
If you have a particular query about British Airways,
you can ask your question online, or send us an email:
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Dear [redacted]We've received an email dated ** April from the Revdex.com regarding your booking reference, [redacted], which you made through [redacted].  Thanks for taking the time to discuss your concerns with my colleague Cecilia this morning, I'm sorry it took us longer than...

expected to contact you.  As Cecilia explained, we don't have a policy in place for travel to Turkey, as the Government have not advised us against travelling there.  As you made your booking through [redacted], they would need to make any changes to your booking and follow the fare rules of the ticket.  We wouldn't be able to use our discretion to waive any fees, as we must remain consistent so we're fair to all our customers.  I've had a look at your booking today, and can see that it was cancelled by [redacted] on ** April.  I'm sorry we were unable to meet your original request. Thanks again for taking the time to contact 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]

The following email was sent to [redacted] on **Jul**:Dear [redacted]We have been contacted by the Revdex.com regarding your disappointment with the time it has taken for you to receive a refund of your ticket.  I was concerned to learn of your frustration,...

and the time you've been waiting.  I know this isn't what you expect when you book with British Airways, and I regret we've let you down.I understand you made a booking to travel with us from San Francisco to Prague, via London Heathrow, in September but following doctor's advice you're unable to travel.  You explained that you provided our pre travel team with a doctor's certificate, confirming you're unable to travel and requested a refund.  I know you were given inconsistent information when you called us, and were advised any refund would be following the rules of your ticket.  I apologise for the further frustration this caused.You paid $4,268.10 in total for your tickets and I can confirm a full refund has been processed.  The refund will go back to the original form of payment, which was a [redacted] credit card ending [redacted].  Please allow up to one full billing cycle for the funds to be posted to your account.I regret you had to escalate your complaint to the Revdex.com, but hope I've been able to resolve it to your satisfaction.Once again please accept my apologies and thank you for your time.  I hope you're able to travel in the future and we can welcome you on board soon.  If I can help with anything else, please feel free to email me. Best regardsSara S[redacted]Senior Service Recovery Executive British AirwaysYour case reference is:[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]

The following email was sent to [redacted] on **Sep15:[redacted]
[redacted]Dear [redacted]I'm concerned to learn from the Revdex.com that you remain dissatisfied with our response to the issues you'd raised.  They'd contacted me on ** September, so please accept my apologies for the delay in replying to you.Please be assured, we do not underestimate the impact a delay in receiving luggage has on our customers.  We do all we can to ensure a customer's bags travel with them, but it's not something we can guarantee.  When luggage does miss a flight, we actively work with all airports and airlines involved to locate it and return it to our customer as quickly as possible.British Airways is covered by the Montreal Convention.  This limits our legal liability for delayed or lost luggage.  During the delay, we're able to cover the cost of a limited amount of essential items that you may have needed to purchase while without your bags.  If you did purchase any essential items while you waited for your luggage, I'd be happy to assess your claim.  Please could you send me copies of any receipts you have?  Please list any other items and their value.  You can upload documents using the link below:[redacted]Alternatively, these may be sent to:
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** *Fax:  ###-###-####Please remember to include your Customer Relations reference number if you decide to fax us.We're very much aware that the contents of luggage may have an emotional value beyond the financial value.  For instance, photographs can't always be replaced and are obviously precious.  For these reasons we can't offer compensation for consequential loss.   I'm sorry the agents you spoke with, while your luggage was missing, were so unhelpful.  You'd correctly reported the problem both at Linate on ** July and in Washington on ** July.  This gave you World Tracer references [redacted] and [redacted] respectively.  For the terms of the Montreal Convention to apply, it was important that you did this.At the time you were given each of these references, each agent should have explained what would happen next.  These reports alert all users of the World Tracer system that bags are missing.  Any bag not where it's supposed to be can be checked against the database.  Once luggage has been found, the update is immediately added to the World Tracer file.  A route back to the owner is booked and the customer is notified by their chosen contact method.While we appreciate customers would like to be contacted more proactively, until we have a positive update, there is nothing we can add.  Although I know it's frustrating, our telephone agents wouldn't have been able to tell you where your luggage was. The World Tracer agents are specialists in luggage tracing.  I'm afraid they couldn't raise a complaint or a claim for costs on your behalf.  They were correct in asking you to submit either a letter or email as any claim does need to be made in writing.  However, it's disappointing that they didn't refer you to our website, ba.com, where all of our contact details can be found.If you haven't found these pages, please follow the "Information" tab at the top of most of the pages, then select "Baggage essentials".  On this page, please refer to the "Lost and damaged baggage" link.  Alternatively, the information is here:[redacted]I understand your reasons for asking, but we're not able to refund the cost of carrying your extra piece of luggage, because it did travel with us.  This charge covers the cost of handling luggage and the impact the extra weight has on an aircraft's fuel consumption.  Had your luggage been lost, something we'd acknowledge after 21 days, though we continue to actively search for 90 days, we would reimburse the charge.  The only other time we'd reimburse the charge would be if a customer no longer requires the extra item and asks for a refund prior to travelling.  You'd have agreed to these terms at the time you booked the extra allowance.  As a gesture of apology for our handling of this situation, I'd like to offer you this eVoucher for $100.00.  Please accept this with my compliments.eVoucher number:  [redacted]   Name:  Fields  Value:  [redacted]   
[redacted]  ** September 2016If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:
[redacted] Thank you for pursuing this matter with us.  I know this isn't the response you were hoping for and I'm sorry to disappoint you.  However, I've passed your detailed account of your experience to our Customer Experience team.  They monitor our customers' concerns and address areas where we can improve upon our processes and products.  Despite this experience, I hope we can welcome you on board again in the future.  Please let me know if I can be of any further assistance.Best regardsJoy C[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]This email was sent to you by British Airways Plc - Waterside, Speedbird Way, Harmondsworth, UB7 0GB, United Kingdom.  (To find out more, click here [redacted])
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The following email was sent to [redacted] on **Dec16:Dear [redacted]We've received your complaint which has been sent via The Revdex.com.  I apologise for the delay in our response.  I completely understand why you're unhappy with the service you've received...

after the flight you initially booked with American Airlines was cancelled.  I'm so sorry you're feeling let down.I'd like to look into the concerns you've raised, but I'm afraid I've been unable to locate your booking.  I'd be grateful if you could provide us with a booking reference, or the details of your original itinerary so I can investigate this for you.Thanks again for your time and I look forward to hearing from you.Best regardsLexy R[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Aug16:Dear [redacted]Thanks for taking the time to read this email.  We've been contacted by the Revdex.com about your hotel cancellation request.  I apologise for the delay in replying.I'm afraid Customer...

Relations aren't in a position to help with this request.  We're a post travel complaints department and are unable to respond to pre-travel hotel cancellation requests.  However, I've forwarded your email to our Holidays team and I've asked them to contact you directly.Thanks for taking the time to contact us.  I hope this matter is resolved to your satisfaction.  If there's anything else I can help you with, please don't hesitate to ask. Best regardsRichard S[redacted]Senior Service Recovery ExecutiveBritish Airways Customer Relations[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 hasn't yet been resolved I  will wait for BA to do their investigation and come up with a resolution to this matter.
Sincerely,
[redacted]