British Airways

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. However I have not received any responses from the business regarding the refund, so I don't know if this means that my dispute has been resolved.
Sincerely,
[redacted]

The following email was sent to [redacted] on **Jan15:**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 me about your on going refund problems.  I'm sorry for the delay I replying.The refund due from booking [redacted] has been completed.  The Avios were deposited into your account on the ** December.  As you have a household account not all of the points have gone into your exact account.  39,471 Avios have been sent to your account and 529 Avios have been sent to [redacted]'s.  However, they are all present and can be utilised in the same manner via your household account.I'm pleased you've finally received your cash refund via the chargeback process.  Your Avios should follow very soon.  However, I've sent an email to the relevant team and asked if this can be moved along as soon as possible.As soon as I've received a response I'll be able to let you know what is happening.Thanks again for your patience.  I look forward to contacting you again soon.Best regards
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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]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 - [redacted]
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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 emails were sent to [redacted] on **Sep16 & **Sep16:Dear [redacted]Thanks for contacting the Revdex.com about your flight from Newark on ** August 2016.  I'm very sorry your flight was delayed, I understand how disappointing it must have...

been for you.  Please accept my apologies I've not contacted you sooner.We take all reasonable measures to avoid delaying a flight and we’ll always consider if there are any operational options available before we make a decision.  However, I’ve checked the details of your journey and I’m pleased to advise you’re entitled to compensation for the delay to your flight BA[redacted] on ** august 2016.  The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with EU legislation.  Because you arrived at your destination within four hours of your scheduled arrival time, you’re entitled to €300.00 in compensation, which is 50% of the full amount. The total amount of compensation you’re due is $670.54 as there are two passengers included in 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 using the blue link below my name.Once again, I'm very sorry for the delay and for any inconvenience.  I hope we will be welcoming you on board with us very soon, and I look forward to hearing from you.  Best regards Samantha M[redacted]Senior Service Recovery ExecutiveBritish Airways Your case reference is:[redacted]Dear [redacted]Thanks for your email dated ** September about your flight from New York on ** August.As promised, I’m arranging for €600.00 to be transferred to your father's bank account using the details you provided.Thanks again and I hope we'll be welcoming you and your family on board with us very soon.  Please feel free to contact me directly by using the link below if you need any further help.   Best regards Samantha M[redacted]Senior Service Recovery ExecutiveBritish Airways Your case reference is:[redacted]

The following email was sent to [redacted] on [redacted]:Dear [redacted]The Revdex.com have contacted us on your behalf.  I'm sorry to hear about the disappointing experience you and your father encountered after he was denied boarding travelling from Accra to New York on **...

May.  Please accept my sincere apologies for the delay in contacting you. I can only imagine how worrying it must have been for your father when he was told he would be unable to travel from Accra to New York, via London Heathrow, without a transit visa.  I'm sorry you had to pay an additional $3,000.00 so your father could return with [redacted], as he had to be in New York by ** May. When your father attempted to check in for his flight, he presented the staff member with an [redacted] Resident Alien Card along with his [redacted] passport.  The staff member contacted the British High Commission Airline Liaison Officer to clarify if your father was able to travel with these documents.  They confirmed that the American Resident Alien Card does not allow a customer to transit the UK without a valid UK transit visa and therefore he was denied boarding. In order to travel without a transit visa, your father would need to hold a valid US visa or a USA Permanent Residence Card issued on or after ** April [redacted].  If you’re ever unsure on what documents you need, you can get up-to-date advice on visa requirements by visiting the IATA Travel Centre.  You can find this information by using the following link: [redacted]We must make sure every passenger who travels is using the right ticket.  Although we do look at visas, it’s a passenger's responsibility to ensure they are carrying the correct documents.  As your father did not hold the correct documents to transit through London Heathrow, he was correctly denied boarding.  I’m afraid this means we can't offer compensation or a full refund of your father's ticket.   I realise this may be disappointing and I'm sorry.  I have however, requested a refund for the taxes paid on the ticket, this will be returned to the original form of payment.  Our Refunds team will contact you soon to confirm this.    Once again, I'm sorry to hear your father was denied boarding.  We value your loyalty as a Silver member of the Executive Club.  I do hope we can welcome you on board in the near future.  Please feel free to get back to me, if there's anything further I can help with.  Best regardsEmma C[redacted]Senior Service Recovery ExecutiveBritish Airways Your case reference is:[redacted]

Dear [redacted] I've been contacted by the Revdex.com regarding your flight to Vancouver on ** April 2016.  I'm very sorry that when you arrived at Vancouver airport your bag was delayed.  Please accept my apologies I've not contacted you sooner. In your email, you've mentioned...

about the problems you incurred when your flight from Orly on the ** April was cancelled.  Our records show that your flight was cancelled due to industrial action.  I understand how frustrating this must have been for you, especially as you had a connecting flight to Vancouver.  I'm also concerned you were upset by the poor service you received at London Heathrow airport when you spoke to the staff, as you believed your bag was incorrectly tagged.  I'm also sorry you were unhappy with your flight to Vancouver and that the poor service continued when you arrived at the airport to discover that your bag was delayed.  We know we need to improve how we deal with baggage, including offering consistently polite and thoughtful service and I’m really sorry this wasn’t what you experienced when you spoke to the staff member.  I’ve sent a report to the manager of the staff member you’ve mentioned who will handle this internally.   I'm more than happy to reimburse you for the other costs you've incurred.  Thanks for sending us your receipts.  I’m arranging for 1119.89 CAD to be transferred to your bank account using the details you provided.  Once again we're very sorry for the inconvenience we've caused you, and I hope we'll be welcoming you on board with us soon.  Please feel free to contact me directly by using the link below if you need any further help. Best regards Samantha M[redacted]Senior Service Recovery ExecutiveBritish Airways Your case reference is:[redacted]Tell us why here...

The following email was sent to [redacted] on **Oct15:**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]...

[redacted]Thanks for taking the time to read this email.  I've been contacted by the Revdex.com about the refund you received following the cancellation of booking [redacted].  I'm sorry for the delay in contacting you.I realise this matter has been going on for sometime and I understand how frustrated you are with these events.  Our records show that when you purchased this ticket on ** September 2014, you purchased a non-refundable ticket.  This means that if you were to cancel the booking anytime outside the 24 hour cooling off period you'd only be refunded the applicable taxes from the booking.The cost of purchasing a ticket is made up of the fare, carrier charges and airport and government taxes.  On a non-refundable ticket we deduct the carrier charges and fare from any refund.  This will have been explained during the booking process on ba.com.The fare for this ticket was $615.00, the carrier charges amounted to $496.00 and the taxes came to $254.91.  We do have a cancellation fee of £15.00 per passenger, which equates to around $25.00 and has to be deducted before the refund can be issued.  The refundable amount from your booking was $229.91, which is the amount you've received.I know you were unable to take these flights for personal reasons and I'm sorry you've been left disappointed by the refund amount received.  I confirm this amount is correct, as per the rules of the ticket you agreed to.  Unfortunately, we can't refund anything else.Thanks for giving us the opportunity to review this matter and explain the refund to you.  I really am sorry it's taken so long for this situation to come to a close but I trust I've given you an understanding of the refund you've received.  I sincerely hope this experience won't deter you from booking to fly with us at some stage in the future.  If you need help with anything else, please don't hesitate to ask.Best regardsRichard S[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]
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The following email was sent to [redacted] on **Oct16:[redacted]We've been contacted by the Revdex.com regarding the problems your son experienced when travelling from St Louis to Chicago on ** June.  Firstly please accept my apologies for the upset this has...

clearly caused your family.As the operating carrier, American Airlines is responsible for any service related issues, either at the airport or on their aircraft.  As the service failure seems to have occurred at St Louis airport when your son was due to board his American Airlines flight to Chicago, the responsibility of investigating and responding to your complaint is theirs.Although you feel because you've entered into a contract with British Airways, it is our responsibility to investigate this ourselves.  As your booking agent, British Airways is responsible for investigating any issues you have with how your booking was made.  I've checked your son's booking and it's quite clear the assistance required was requested correctly by our booking agent when you contacted us.We've been in touch with American Airlines and they have advised they will be contacting you directly, as they'll be happy to address your complaint for you.I'm sorry I'm unable to assist further.  Thanks for taking the time to contact us and for giving me the opportunity to respond.Best regards Michael W[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Jul16:Dear [redacted]We've been contacted by the Revdex.com dated ** July and the US Department of Transportation dated ** July, regarding your delayed baggage on your recent journey from Alabama to Amman.  Please...

accept my apologies for the delay in getting back to you. I'm sorry to hear your baggage was delayed when you travelled with us on ** July.  It’s important to us that we offer each of our customers outstanding service and I know this wasn’t the case when you travelled.  We try to make sure all bags are handled correctly when they’re within our care, and I absolutely agree we’ve let you down. If a bag misses a flight for any reason, we’ll certainly send it to you as soon as possible.  We know how important it is for you to have your belongings, however sometimes we have the wrong information and we can’t send your bag to you until we’ve completed our investigations.  This means the process can take longer than expected.It must have made matters even worse when your baggage was returned to you and it was damaged.  I do not doubt the disappointment you must have felt, and as a highly valued Blue member of the Executive Club, I appreciate this is not the level of service you expect to receive.We want you to have a bag to travel with as soon as possible, so we’ve asked our specialist baggage company, Rynn's, to repair or replace your bag.  You can call them directly on ###-###-#### from 9:30am until 5:30pm CST, Monday to Friday.    So Rynn's know exactly what’s happened to your bag, please quote your reference number AMMBA10311, as I’ve already sent them the details of your claim.  They’ll be more than happy to help and talk to you about your next steps.   Please be assured that we've passed the details of your complaint to our Customer Experience team so they're of what happened when you travelled.  I know they'll 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.  We look forward to welcoming you back on board when you travel back from Amman on ** September.    Best regardsKerrie C[redacted]Senior Service Recovery Executive[redacted]

Mr. [redacted] insurance company sent an adjuster to examine the vehicle, and the adjuster wrote an estimate for the repairs he deemed appropriate.  Joe Myers Ford performed the repairs that were authorized by the insurance company.The vehicle was 13 years old with 235,521 miles on...

it.!!!   It was our opinion that the vehicle had noises due to wear and tear and age.  Which we told the insurance company.   The insurance company did then deny any further repair but Joe Myers Ford did not make that decision.  The decision is entirely up to the insurance company.We did not damage the carpet on this 235,521 mile vehicle.  IT HAD LIVE CRAWLING MAGGOTS IN IT DUE TO THE TRASH AND FOOD ON THE FLOOR.The insurance company paid Joe Myers Ford , not Mr. [redacted], and we were paid for the work we completed.There is nothing due to Mr. [redacted].Regards   Emma [redacted] , Customer Service.

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]

We are waiting more information from our wheelchair provider at LHR and will respond once we have a reply from them.

The following email was sent to [redacted] on **Feb26: Dear [redacted]Thanks for your email and for confirming your bank details for me.I've arranged another bank transfer for you for $64.55 and the funds should show in your Educators Credit Union account within five working days.  If you still haven't received your payment within two weeks please let me know by using the link below to reply to my email.Once again, please accept my apologies for the length of time this has taken to resolve for you.  I do hope this will not stop you from travelling with British Airways in the future, we look forward to welcoming you on board again. Best regards Nicola D[redacted]Senior Service Recovery Executive[redacted]
[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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The following email was sent to [redacted] on **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]I received a copy of your email to The Revdex.com on ** November.  Please accept my apologies for the time it has taken me to respond.  I was concerned to learn your refund requests have not been processed promptly.I have spoken with our Executive Club team and I am now able to provide the following information. Booking reference [redacted] was made, but not completed, on ** October 2014.  Consequently, no Avios were taken from your account.Booking reference [redacted] was made on ** August 2014.  The first request for a refund was made on ** October.  I am disappointed to note you had to contact us again on three further occasions.  The automated process appears to have failed.This booking was refunded on ** November, but it required manual intervention.  A Customer Relations case was created under reference number [redacted].  The 30,000 Avios were added to your account on this date and show as an Ex-Gratia payment. Booking reference [redacted] was made on ** October by ** [redacted] using 15,000 Avios.  On ** October you were transferred on to booking reference [redacted].  On ** October we received your request to cancel both bookings.  Again, the automated process failed and a manual process was instigated.I can confirm 7,500 Avios were refunded on ** November but the remaining 7,500 Avios have not yet been reimbursed.  The Executive Club are arranging to have this done today, but they may take up to 48 hours to appear on your account.  I will ensure this is done.Please accept my apologies for the time it has taken to arrange these refunds.  While I can understand our automated process may have struggled with the split booking, once you raised the faults with us, we should have corrected them quickly.By way of apology, I have added 5,000 Avios to both your own and ** [redacted]'s Executive Club accounts.  Please accept them with my compliments.  For information about how to make the most of your Avios, please [redacted].Thank you for raising this issue with The Revdex.com, but I am sincerely sorry you needed to do so.  This is not the service you would expect from us.  Despite this experience, I hope we can continue to welcome you on board British Airways flights. Best regards[redacted]
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The following replies were sent to [redacted] on **Jun15 & **Jun15:**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 received correspondence from The Revdex.com, and I realise you're unhappy with our seating policy and feel as though you've been forced to pay the seating fees.  I'd like to start by apologising for the delay in responding to you.I know how stressful travelling can be, especially when you're travelling with a young family, and we want to make sure we do everything we can to make it easier.  I realise how anxious you must have been when you noticed that your children [redacted] and [redacted] were sitting away from you and your wife and your father was also sitting alone. I understand from your comments on the letter, that when you booked the three bookings, the request for you all to be sat together was made.  We’ll always try to honour any seating requests we receive in advance, but I’m afraid we can’t guarantee you’ll be able to sit in any particular seat.  However, it is our policy that a child will be sat next to an accompanying adult.  It would seem that the agent who made the booking didn't link all three bookings together.  Therefore, when the system has automatically allocated your family's seats, it hasn't associated them travelling with your booking or your father's booking and has sat them together in an available row away from you.I completely understand your reasons for paying and why you are unhappy that you've had to pay.  On this occasion, I'm happy to refund this amount in full.  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 using the blue link just below my name.Whilst I've been looking into your concerns I've notice that [redacted] and [redacted] are travelling home later than you, your wife and [redacted].  Are they travelling alone?  I really need to know this information as soon as possible as extra information may need to be added to the booking.  Thanks once again for contacting us and bringing this matter to our attention.  I look forward to hearing from you soon.Best regards[redacted]
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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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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]Carolyn,What I'm informing you that , I have researched and came to the conclusion that the air actuator that was destroyed due to your technician , needs to be replaced ; the actuator sits right above the cabin filter ; I came to your dealership in good faith and left "HIGHLY" disappointed; also with an added maintenance/service repair on the vehicle; this part/vehicle never made this noise until I left your place of business(and to add/include the area where your Tech services "as mentioned/written before"); I have also contacted other "FORD" dealerships but those dealerships are asking a $99.00 just to tell me a problem that was created by "[redacted] FORD" ; this is the reason I'm under the impression "[redacted] FORD" needs to evaluate what damage they caused and correct it
Regards,

The following email was sent to [redacted]Nov14:
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Dear [redacted]
Thank you for your further correspondence relating to your reservation from
Dallas to Hamburg via London Heathrow on ** September 2013.  Please accept my
apologies for the delay in responding, I do realise it is not ideal to wait so
long for reply. 
I am sorry that you were unhappy with our previous reply and can see that you
did come back to us to query the eVoucher that was arranged for you as a gesture
of goodwill.  You mention that you have been unable to make use of the eVoucher
as your expectations were that a paper voucher would be sent to you, and this
was never received.  I have looked into this for you.
I can see that at the time when this was issued, we were also sending you a
cheque  for $350.00 relating to your baggage claim.  The email that was sent to
you dated ** November 2013 did confirm that a cheque would be sent out, but does
also mention the eVoucher separately along with directions as to how to use it. 
I can only apologise if this caused you any confusion and can see that you
did come back to us some time later in August 2014 to query the eVoucher. 
   
We did explain the details of the eVoucher to you in a further email dated ** 
August 2014.  Following on from this, I can only advise again that the original
email sent to you does explain and also provide a link for how to make use of
the voucher.  It doesn't indicate that any further documents would be sent on to
you by mail, other than the separate cheque.  
I am sorry that to date you have been unable to make use of the eVoucher and
do appreciate this would be disappointing.  While I can appreciate your reasons
for asking, I am afraid that taking into account all the information as detailed
above we would be unable to exchange the eVoucher to cash.  The eVoucher was
arranged as a gesture of goodwill at the time in addition to your baggage claim,
and with this in mind I am unable to offer this as cash.
I do however,
appreciate that you remain disappointed, and while I can't meet your request for
a cash alternative, I am happy to arrange to extend the eVoucher for you for a
further 12 Months.  This would be as a one off occasion, and we would be unable
to offer any further reissues should it expire again.
Thank you again for
taking the time to come back to us to highlight the problems you have
experienced.  I do hope I have managed to explain the background and that we can
look forward to welcoming you on board one of our flights again soon.
Best regards
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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:

 I am NOT satisfied with the response. I will be satisfied when British Airways refunds the rebooking fee. As I said before, the huge and badly managed Passport Control line in the Munich airport was responsible for me getting to the gate 20 min before the departure. The BA personnel could have let me on the plane, they also could have graciously accommodated the circumstances that were out of my control and made me a satisfied customer by not charging the rebooking fee to begin with. Instead, they chose to make money on me for doing nothing. I am still asking for the refund of the rebooking fee.
 
 
 
 
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].  A refund was issued to my credit card.
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:

You have indeed shamefully let a customer down and hid behind fine print instead of making a situation right. You left me stranded at an airport overnight in an unfamiliar city with no support other than a foreign customer service line who told me there was nothing they could do, and when I attempted to make my final destination you have found loopholes to offer no reconciliation on the matter. I am only one passenger and am easily dispatched however your unjust business practices will only return to haunt you in the future. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]