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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:
Dear Sir/Ma’am,Thank you for your quick answer.The reasons I think this case is unresolved and should be re-open are:1- Based on the Montreal Convention: At 21 days any delayed baggage is considered lost, even if the airline delivers it after that period. My luggage was returned after 33 days, broken with important missing content.At the bottom of every claim in British Airways website (ba.com), before the SUBMIT button, there is highlighted section that says: “WE HAVE A LIMITED LIABILITY RELATING TO CLAIMS FOR CHECKED BAGGAGE. Our liability is based on the Montreal Convention. The applicable limits of liability in the case of destruction, loss of, or damage or delay to baggage on a flight operated by British Airways or a European Union British Airways franchise carrier is 1,131 Special Drawing Rights (approximately GBP 1100 or EUR 1,320, or USD 1,625). In line with other airlines, we cannot accept claims for damage or loss to items in checked baggage which are fragile, perishable or of special value.” Please, check at: [redacted] 2- British Airways ignored every single case I opened about this case, did not try to help me in any way with problem the caused (they lost 2 of my 3 bags and I was traveling along with two children), ruined completely our vacations. When you call to Customer Services, the forward the call to Customer Relations, where they never answer or after a while you receive a message saying: “The lines are busy due the high volume of calls, use the website to contact Customer Relations". For my time and troubles, I am requesting another way of compensation, could be money or miles.
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 **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 following up on refund, I've been asked to contact following the email we've received from the Revdex.com Serving Metropolitan New York on your behalf.  Please accept my apologies for the delay in replying.  I've checked with our Refunds team on your behalf and can confirm that this has been processed.  An amount of £310 which was the total amount paid for the upgrade at the time, has been credited back to the original form of payment which was an [redacted] card ending in [redacted].Please accept my apologies for the delay in getting this resolved for you.  Please don't hesitate to contact me if I can help with anything else.Best regardsKaren 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]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].  (To find out more, click here www.ba.com/aboutba)This email is intended solely for the addressee(s) and the information it contains is confidential.  If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful.

The following email was sent to [redacted] on **Oct16:Dear [redacted]We've been contacted by the Revdex.com who have passed on a copy of your email to us.  I'm concerned to hear your baggage was delayed when you and your husband travelled with us to...

Barcelona in July.  I realise how frustrating this must have been, especially as your baggage was returned to you damaged.  I'm really sorry we've left you feeling let down. 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.You have already sent us your receipts for the items you had to purchase whilst you were without your baggage.  I can see you spent a total of $320.92 to cover your essentials.  I'd be happy to reimburse you in full, and have now arranged a bank transfer for this amount.  Please allow 3-5 working days for the payment to show in your Citizens Bank account.You've also mentioned that when you received your baggage back it was completely damaged, as well as your husband's wedding suit.  I can understand how upsetting this must have been for you both, and I appreciate it has only added to your disappointment.  So that I can assess your claim in full, I'd be grateful if you could send us the receipts for your damaged suitcase and contents.  You can upload your receipts using the following link:[redacted]We're grateful you've taken the time to let us know what happened.  I've passed the details of your complaint to our Customer Experience team, and I know they will value your insight.  It's only through your feedback we're able to focus on areas where we need to improve. I look forward to hearing from you shortly.  Best regardsLaura M[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].  A refund was issued to my credit card.
Sincerely,
[redacted]

The following email was sent to [redacted] on **Mar17:Dear [redacted]Thanks for contacting the Revdex.com about your cancelled flight to London Heathrow on ** March.  Please accept my apologies for the delay in contacting you about this.I'm sorry your flight...

was cancelled when you and Ms M[redacted] were booked to travel with us.  I completely understand how disappointed you both must have been, especially as you were travelling onwards to Paris, Orly.  I realise it must have been upsetting for you both when you were advised your flight was delayed.  I know you've explained this was a special trip as you planned to propose to Ms M[redacted].  Please accept our sincere apologies for the upset that was caused to you both on this occasion.    Our records show your flight was delayed as the cargo door seal on the aircraft was found to be damaged.  Unfortunately, we had to delay the flight as our Engineering team had to repair the aircraft before it could operate from Houston.  It's stressful when your flight is delayed, mainly because you have to change all your plans.  You certainly don’t expect this to happen when you fly with us, and I’m very sorry.Our Operations team investigate the reason for every flight disruption, and this tells us where we’re going wrong.  From what you’ve told me about your delayed flight, I absolutely agree we’ve let you down.  We always want to maintain a stable operation, and we’ll only delay a flight if we really have to.     I'm concerned to hear we were unable to offer you both an alternative flight.  When a flight is severely delayed we do look for alternative options to rebook you.  However, it's always subject to the availability of other flights at the time.  It's disappointing to read that you found our staff were unhelpful in the given situation.  Our staff are highly trained, and we’re really proud of the service we offer.  Our airport staff assess all options when a flight is delayed, but in this situation they were unable to assist.  I’m so sorry you didn't receive the standard of service that you expected.       I've checked your booking, and I can confirm a refund was arranged to your travel agent on 05 March for your unused tickets.  Please contact your travel agent directly to receive your refund as this should now have reached their account.    I'm aware you've provided a copy of your receipts for the hotel, car parking and dinner reservation for this trip.  I appreciate you're requesting a refund for these costs, which you had paid in advance.  I'm afraid we're not liable to cover these costs, but if you have travel insurance you may be able to make a claim for your delayed flight.To show you how much we appreciate your support, I’d like to offer you both an eVoucher for $100.00 each as an apology.  You can use this towards a future booking when you travel with us.  Please let me know if you're both happy to accept this, and I'll be happy to arrange this for you both.     Thanks again for contacting us about this.  We value your loyalty as a Blue member of our Executive Club, and also the support of Ms M[redacted] travelling with us.  I hope we can welcome you both on board a flight with us again very soon.  If you need any further assistance you can contact me directly via the blue link below.Best regards  Angela D[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[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]

The following email was sent to [redacted] on **May17:Dear [redacted]Thanks for contacting the Revdex.com.  I'm very sorry we were unable to offer you a full refund for your booking, [redacted].  I understand how disappointing this must have been for you. ...

Please accept my apologies I've not contacted you sooner.I'm very sorry you incurred problems when you made your booking on [redacted] on ** April 2017.  I realise that as you thought the booking hadn't been processed, you then made a booking through [redacted] for the same dates and destination but with American Airlines.When you called us on ** April and ** April to discuss receiving a refund for the booking [redacted], you were informed that we were unable to offer you a full refund.  As our agents explained when you contacted us, if you had called us as soon as the error message appeared during the making of your booking, we would have been able to see if the transaction had been processed for you.  So we are able to review your claim, please could you send us a copy of your booking with [redacted].  You can do this by scanning and sending it to my personal email address at [redacted]
[redacted]Thanks again for following this up with us and I look forward to hearing from you soon. Best regards [redacted]
[redacted]
[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]

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]

The following email was sent to [redacted] on **Sep17:Dear [redacted]Thanks for your reply email.  Please accept my apologies for the delay in my response.  The cheques issued are not refunds of any tickets but are compensation payments under EC Regulation 261/2004 for...

the delay to your flight BA0835 from Dublin to London Heathrow on ** August 2017, which caused you and your travel companions to arrive in Atlanta more than four hours later than originally scheduled.Under EC Regulation 261/2004, compensation payments must be made to the individual traveller who incurred the delay, regardless of how the ticket was paid for.  This is the reason each individual traveller in your party will receive a cheque payment for $716.54, equivalent to €600.00, as calculated in accordance with EU legislation.  All payments will be sent to your address of [redacted].I hope this information helps.Best regardsIan S[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:

british airways is making it very hard on me since I am stuck in Jordan with a damaged bag that I cannot use to fly back to Alabama and they damaged my bag which is private property and they are refusing to pay for a new bag and Ryan  is back in the states so I cannot send the  damaged bag to them and it is  unrepairable . Now the things that I bought while waiting for my bag were 100 dollars and I don't have any receipts since I bought them from Jordan . British airways are the worst worst worst airline on earth to fly with  . And they do not live up to normal standards since they refuse to take responsibility for damaging private property . My bag .very bad experience for me and money lost with this airline 
 
 
 
 
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:

 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], and have determined that my complaint has NOT been resolved because:  The British regulations of which you speak also make accommodations for those NOT trained by those organizations which is why I paid a $500 fee!  Therefore YOU should be making the same accommodations for disabled people.  Your crew made it very clear they simply did not want dogs in the cabin and would do anything to make sure that does not happen and that is discrimination!  You should be ashamed of yourself and instead of trying to hide behind the British laws, you should be like other more friendly and non-discriminatory airlines such as [redacted].  Change YOURSELF and YOUR rules and quit hiding.  There are more and more of us out there that rely on our SERVICE DOGS to live a normal life without fear of dying in the blink of an eye.  Use this opportunity to get someone involved on a higher level and CHANGE for the better if you truly meant what you said about hoping to see me and [redacted] on one of your future flights then help fight for our rights and get these changes done or you are not a part of the solution, just another one of the problems that we face every day and you should then be ashamed of yourself!Sincerely,[redacted]Fighting for the rights of ALL DISABLED persons

 
 
 
 
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]Thanks for your reply dated 15 August regarding your delayed and damaged baggage on your recent journey, from Alabama to Amman via London Heathrow.  I'm not sure if you received my previous correspondence dated 09 August.  I'm sorry to hear you remain unhappy with my response, and you feel as if we are not attempting to resolve your problem.  I understand you had to purchase some essential items during the five days your baggage was delayed.  Please could you upload any receipts you incurred while you were without your baggage, and I'll be more than happy to review these costs.  I have included the link below: [redacted]I'm afraid we're unable to offer you any compensation with regards to your delayed baggage.  However, as previously advised, I've passed your details to our specialist baggage company, Rynn's, so they can look into repairing or replacing your bag.  If they have not contacted you, please feel free to get in touch with them using the following information:1-800-355-8520 from 9:30am until 5:30pm CST, Monday to Friday. Please also quote your baggage reference number, AMMBA10311. I've passed the details of your complaint 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 in the meantime, please don't hesitate to contact me directly using the blue link below.  We look forward to hearing from you soon.      Best regardsKerrie C[redacted]Senior Service Recovery Executive[redacted]

The following emails were sent to [redacted] on **Mar16 & **Mar16:Dear [redacted]We've been contacted by the Revdex.com regarding the problems you are having booking flights from San Jose to Athens via London Heathrow in June using your Avios and Travel Companion Voucher.  I'm sorry it has taken so long to contact you.I understand how disappointing it was for you to find there were no seats available on the flights you wanted to travel on, especially as you had already tried to make a booking on two previous occasions.As we advised in our earlier email to you, we offer a limited number of Avios seats on every route, but on the busier routes these seats sometimes sell as soon as they are released.  I'm afraid we can't guarantee that you will always be able to find seats on your first choice of flights and travel dates.I have had a look at your booking and can see that you have managed to book seats on a direct flight from San Jose to London Heathrow on ** June, a flight from Istanbul to London Heathrow on ** June and a flight from London Heathrow to Houston on ** June.  I appreciate how frustrating it is that there are no seats available on a flight from London to Athens on ** June.I have checked our reservations system and there are currently six seats available to book with Avios on flight BA0279 from London Heathrow to San Jose on *8 June.  Although there are no seats available on our flights from London Heathrow to Athens on ** June, there are seats available on other dates, such as ** June.  Our reservation system is, however, live so availability is currently changing.I'm sorry you had to wait for so long to speak to someone when you called us to make your booking. I understand how annoying this was, especially when you got passed through to various different departments.  Unfortunately, it can be difficult to predict how many calls we are going to receive, but I have passed on your comments to our Customer Experience team so they are aware of the time it took for you to get through to us.I realise you had to spend $30,000.00 to get your Travel Companion Voucher and  I appreciate your reasons for asking, but I'm afraid we are unable to offer you any compensation or cover the cost of your travel between London Heathrow and Athens.  I'm sorry to disappoint you.Thanks for taking the time to follow this up with us.  We value your business as an Executive Club member and I hope you enjoy your flights with us in June.Best regards Karen S[redacted]Your case reference is:[redacted]Dear [redacted]Thank you for your email.I've just checked your booking and can see that your return flight has already been changed to travel to San Jose.I'm glad you managed to make the change and I hope you enjoy your flights with us in June.  Best regards Karen S[redacted]Your case reference is:[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], 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]