British Airways

The following email was sent to [redacted] on **August16: Dear [redacted]Thanks for contacting the Revdex.com and for your time on the phone today.  It was very helpful to speak with you.As discussed, you can use the following link to upload any receipts you have.  Once we've received these, we'll assess your claim and contact you again.[redacted]Thanks again for your time.  We look forward to hearing from you soon.Best regardsDanielle D[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]

The following email was sent to [redacted] on [redacted]:Dear [redacted]Thanks for contacting the Revdex.com about the [redacted] double Avios promotion.  We've received correspondence from the [redacted] and they've confirmed that the double Avios...

from November were added to your statement in December.  They've clarified that the December award is the November spend bonus.  Therefore you were awarded with a total of 10,298 Avios as per the promotion. However, I understand you're expecting an additional 8,745 Avios to be credited to your Executive Club Account.  If it's not too much trouble, please could you provide a copy of your statement?  I will then liaise with our Executive Club and the [redacted] to see why the additional Avios have not been credited.  You can use the following link to upload your statement.  Once I've received this, I'll be able to investigate for you.  [redacted] Thanks again for taking the time to contact the Revdex.com and for allowing us to respond.  I look forward to hearing from you soon.   Best regardsDanielle D[redacted]Senior Service Recovery ExecutiveYour 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:
BA is ignoring the fact that I did contact my travel agent and they filed the initial request for refund because I did not receive what I had paid for and I did request compensation for having to stay over night. After a months time had passed I contacted BA and was told it was not their problem to contact American. I contacted American and told it was BA's problem.  I contacted BA and sent them Americans response and heard nothing. I filed this Revdex.com case and surprise they contacted me and said they would refund my money. Until I actually get a refund back on my credit card I am not going to close this out. BA has shown a remarkable lack of customer service.
 
 
 
 
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 agent told me that no charges will be made for the change.  My credit card was charged 4 months AFTER change was made.  BA could not explain to me why it took 4 months to make this charge.  
 
 
 
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]
 
I received an email from British Airways requesting my bank information again.  I emailed them back with all details on 2/**/2016. As of 2/**/2016, no monies have appeared on my account from British Airways.  
 
 
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 **Dec15: **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 an
outstanding issue you have with your Executive Club account.I'm sorry you've had difficultly receiving the 50,000 Avios you were
expecting after you'd signed up to the Chase British Airways credit card.  I've
checked your account and can see that the 50,000 Avios were deposited into your
Executive Club account on * December.Given this has been going on since February, it's totally unacceptable you've
had to wait this long.  To recognise the time taken to resolve this matter for
you, I've added an additional 5,000 Avios as a gesture from us.  Please accept
these with my compliments.I really am very sorry once again for the poor service you've received on
this occasion.  I've sent a copy of your feedback to our Customer Service team,
and you can be assured your comments will be taken seriously.  Should you have
any further questions or queries, please don't hesitate to contact me
again. Best regardsMichael W[redacted]British Airways Customer RelationsYour case reference
is:[redacted]
[redacted]

The following email was sent to [redacted] on [redacted]  [redacted] 
Dear [redacted]
Thanks for contacting the Revdex.com further regarding your
complaint.  I'm concerned to hear you're unhappy with our previous response. 
Please accept my apologies for any disappointment this caused you.   I
understand you're requesting a full refund of the amount you paid for your
ticket, including the additional cost you paid for the change you made to
upgrade to Club World.  As you made a change to your booking on ba.com which
you completed at the time, you've accepted the conditions of your ticket. 
Any applicable refund you are entitled to would be calculated according to the
fare rules on the ticket you've purchased.  I'm aware you've already received
the applicable refund of $1,369.80 as you cancelled your booking, which was the
correct refund amount you were entitled to. When you originally made
your booking from San Diego to London Heathrow on ** October in World Traveller
Plus, the conditions of your ticket were displayed during the booking process. 
The same process was completed when you changed your booking on ba.com, when you
were asked to accept the conditions of your ticket for the date change.  You've
explained you were quoted $275.00 to make the date change, and you assumed the
figure on the next page of approximately $1,900.00 was for the total amount you
paid on this ticket.  However, the total amount that was quoted was for the
change you made to your booking, which included the cost to upgrade to Club
World.As you accepted the change on ba.com to upgrade to Club World,
this also confirms you authorised for your payment to be processed for the
amendment to your booking.  I'm sorry if you didn't realise the change that you
accepted at the time, however our process on ba.com clearly explains the
changes you have made and the charge you are accepting.    I appreciate
you contacted us by phone after you realised the charge you received on your
credit card for the change you made to your booking.  Our staff were correct to
advise that you couldn't change your booking back to travel in Word Traveller
Plus.  As your ticket had already been reissued for the additional charge you
had accepted, any further amendments would've incurred additional charges.  I'm
sorry this resulting in you deciding to cancel your booking.I realise
you're requesting a full refund for the total amount you paid for your original
ticket, including the change you made to your booking.  I've reviewed your
caseagain, and I can confirm you've received the correct refund for your
unused ticket.     Thanks for giving me the opportunity to look at your
case again.  We value your loyalty and we look forward to welcoming you on board
again soon.  If I can help you with anything else you can reply directly to 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:
[redacted]
[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])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 have determined that my complaint has NOT been resolved because:
 
This has nothing to do with baggage you sent me a baggage link, it is for seats I paid for travel on Oct [redacted].
See attached receipt for the $66.00 for the seats I paid for on card ending [redacted]
?
 
 
 
 
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]We've been contacted by the Revdex.com on ** March regarding your baggage when you travelled between London Heathrow and Cairo on ** February.  Please accept my apologies for the delay in...

getting back to you. I'm sorry to hear you arrived into Cairo airport to find some of your valuable items had been removed from your luggage.  All checked luggage goes through a complex process on its way to and from the aircraft so it’s very difficult to find out what happened.  It’s unusual for items to go missing and we do our best to make sure your bag is looked after when you travel with us.Unfortunately, as previously advised, we need you to tell us within seven days of receiving your baggage if you believe there are items which are missing.  As you advised us on ** March and your flight was on ** February, I’m afraid this means we can’t accept your claim.  This is detailed in our General Conditions of Carriage, which you must accept when you make your booking so I’m sorry if you weren’t aware of this.  I know you will be disappointed with our response, however, you may be able to make a claim through your travel insurance.I do not doubt the frustration and upset this has caused you, but we're really grateful you've taken the time to let us know what happened.  I've sent the details of your complaint to our Customer Experience team who I know will appreciate your insight.    If there's anything further I can assist you with please don't hesitate to contact me directly using the blue link below.  I hope we're able to demonstrate the British Airways experience at its best the next time you travel with us.      Best regards Kerrie 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]

Tell us why here...Dear [redacted] We've been contacted by the Revdex.com regarding the problems you've had with rearranging your ticket to Lagos.    I'm very sorry to hear of your wife's illness and I hope her treatment is going well.  We completely understand why...

you needed to postpone your trip and had no issue in extending the ticket's validity, so you could travel once your wife had sufficiently recovered. However, it's clear there's been a breakdown in communication along the way when you needed to get back to us in order to rebook your flights or further postpone your trip.  The updated notes on your booking say that you needed to contact us by May this year to let us know, but we'd expect an exact deadline to have been communicated to you rather than an approximation. We do record calls, and we'd have liked to have listened to the call you made when you first postponed your trip, but I'm afraid this wasn't one of the calls recorded.  However, bearing in mind the circumstances, we'd like to try and resolve this the best we can. I'm afraid as the deadline of ** May has passed, we can't reinstate the ticket at this stage.  However, I've arranged an eVoucher to cover the cost of the ticket in full.  I've included the voucher details below:   eVoucher number: [redacted]
Name: [redacted] Value: $852.12 Expiry: **/09/2017     If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:   [redacted]   I'd like to assure you I've notified our Customer Experience team of what happened, and your disappointment.  I know they'll look into to make sure this doesn't happen in future. Thanks for getting in touch, and I hope this brings this to a satisfactory conclusion.  We really do appreciate you choosing to travel with British Airways and I hope you'll fly with us again soon.  Should you have any further questions or queries regarding this matter, please don't hesitate to contact me again.  Best regards   Nigel S[redacted]Senior Service Recovery Executive[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:

British Airways is making no efforts to solve this situation. To the date, I have not been contacted by a manager or someone that at least has an e-mail address. All employees that I talk to claim that they have no e-mail address to provide.Moreover, I had to cancel my flights and pay a $500 penalty, but I have been waiting over a month for a refund of almost $1,900. This is unacceptable and violates active regulation in Canada.The Revdex.com should open a review against this business and it is clear by checking online, that they abuse hundreds of customers every week.Regards,[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:

The representative of British Airways is still giving us a rounaround.  We have purchased the flight ticket from British Airways which was lost not by our fault, but due to incomptetnce and misshadling of their appointed agent. British Airways is suggesting us to contact their partner for  a refund.  is rediculous! It is their responsibility to solve the problem with their partner and compansate us! If we buy for example a Sony TV and it doesnt work because it got damaged by the delivery service, it is Sony who has to replace the TV and solve the issue with their partner. We paid British Airways we want them to refund our unused ticket. 
 
 
 
 
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:

they need to pay me for a new bag . This bag cannot be repaired and plus I have bought several items while waiting for 5 days on the bag to arrive which was delayed for 5 whole days . I spent more than 200 dollars on clothes and necessary items to survive while waiting on my personal items in my bag . British airways have NOT resolved or attempted to resolve my problem . This is very poor customer service and unacceptable in closed photos of the damaged bag .British airways needs to pay me for the delay of 5 days for the bag to arrive then they need to pay me for the items that I bought to survive without my bag and for a new bag to replace the damaged bag .extremely poor customer service 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]  [redacted]...

[redacted]
Dear [redacted]We've been contacted by the Revdex.com regarding the problems you've had obtaining a partial refund of your flight from Chicago to San Diego on ** August.  I really am very sorry this still hasn't been arranged for you, despite your best efforts. I've been in contact with the manager of our Refunds team to make them aware that, not only are you due a refund, but how long you've waited for this matter to be resolved.  The manager of our Refunds team would also like to pass on his sincere apologies to you.  After investigating this matter, he confirmed we only ever received the boarding passes for two of the passengers who travelled.  As a result, he's arranged for another letter to be sent asking for the other two boarding passes.  You can expect to receive this soon.  Once they receive all the boarding passes they will process the refund as a matter of priority for you.I'd like to assure you I've notified our Customer Experience team of your disappointment.  I know they'll share my concern with the time taken to arrange your refund, and look at what we could've done to prevent it.We value you choosing to fly British Airways, and despite the problems you've had on this occasion, I really do hope you'll fly with us again soon.  Should you have any further questions or queries regarding this matter, please don't hesitate to contact me again. Best regards Michael W[redacted]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 14446404 in any correspondence with us:[redacted]Please do not send payment card details via email[redacted]   OTHER CONTACT INFORMATION [redacted] If you have a general query about British Airways or your journey with us, you can ask your question online: [redacted] LEGAL INFORMATION [redacted] This email was sent to you by [redacted]  (To find out more, click here [redacted]) 
[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 did not request the assignment of any particular seat, just requested to be assigned ANY seat in the plane, even at an inferior class. I see your refusal to assign me any seat as a denial of boarding. To me this looks like a scam, you are selling tickets and seats that by your own admission do not exist.Further proof of the scam you are running is the quote below, where you offer to sell me 9 additional tickets in the same class knowing very well such seats are not available (actually your message suggest there are no seats anywhere in the airplane, even at the other classes).[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 have determined that my complaint has NOT been resolved because:
 
[I have not received the check and will close the case when I get it.
Your Answer Here]
 
 
 
 
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 **Nov16:Dear [redacted]Thanks for your time on the phone on Monday.  It was very helpful to speak to you.  As discussed, I requested a trace of the call you made to us on ** April.  I'm afraid we haven't been...

able to trace the call.  As I advised, when this happens, we have to look at the remarks the agent has put in your booking.The remarks from your call to our Change Booking agent state that you called to make a change, and had previously been quoted $25.00 per passenger.  The agent explained this is a service fee, which would be waived under a goodwill budget.  There are further remarks that show despite the service fee being waived for you, there was still a $55.00 per passenger charge to make the change.  As the remarks clearly state you were informed of the $110.00 charge, we're unable to offer you a refund.  I know this isn't the answer you're hoping for and I'm sorry. Thanks for your patience while I looked into this for you.  We value your support as a Blue member of our Executive Club and I hope we can welcome you on board with us again soon.  If there's anything else I can help with, you can contact me directly using the link below my name.  Best regards Anna W[redacted]British Airways Customer Relations ExecutiveYour 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 yet because:

I have not received any updates regarding the escalation of my complaint within British Airways and a refund has not been issued yet. However, I do appreciate their response and the fact that they reached out. I'm still awaiting for any action on their side though.
 
 
 
 
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 **Aug16:Dear [redacted]We've recently been contacted by the Revdex.com regarding your recent experience at London Heathrow.  Please accept my apologies for the delay in getting back to you. I'm sorry to hear you experienced some...

problems when you were due to travel on the BA0117 from London Heathrow to New York, JFK on ** April.  I understand from the correspondence we've received, that you were unable to board the flight due to late conformance.  I'm aware the staff member at the gate was asking you questions regarding your journey, and proceeded to advise that you were too late to check your baggage in.  I understand this meant you didn't travel on the BA0117 flight to New York, JFK. I'm concerned to hear about the attitude of the staff members you spoke to regarding your missed flight.  I'm aware that when you spoke to the manager, he advised you that in order to change your ticket to take an alternative flight, you'd need to pay $300.00 each.  I'm disappointed to hear the manager you spoke to clearly showed no empathy towards you and your son.  I can appreciate this wasn't helping the situation and must have made matters even worse. While I'm glad to hear you had the chance to explain your position to your superiors so they were aware of what happened, I do not underestimate the inconvenience missing your original flight must have caused you, especially when you arrived in New York past your report time.  I'm also sorry to hear the cabin crew forgot to offer you a vegan meal on both of your flights, and spoke to you in a derogatory manner.  As you changed your return flight at the airport, our Catering team are usually unable to allocate a special dietary meal in such a short amount of time.  They require at least 48 hours notice to meet our passengers' dietary requirements.  However, there shouldn't have been an issue in providing you with a vegan meal on your outbound BA0178 flight on ** April, as I can see the meal was requested when you called our Change Booking team on ** April.  Please be assured, I've passed all of your comments to our Customer Experience team so they're aware of what happened when you travelled.  I know they'll value your insight. If there's anything further I can assist you with, please don't hesitate to contact me directly using the blue link below.  I hope we're able to demonstrate the British Airways experience at its best the next time you travel with us.   Best regards Kerrie C[redacted]Senior Service Recovery ExecutiveYour case reference is[redacted]