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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]

Tell us why here...Dear [redacted]We have been contacted by the Revdex.com on your behalf.I am sorry you did not get the seats you originally selected and pre-paid for on your flights. A review of your travel record below shows that your travel agent made changes to...

your seat selections on ** December 2015 and ** February 2016. This same information was sent to you in an email dated ** May.  [redacted]   Antoinette A[redacted]British 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:

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. I will send my complaint to [redacted].
Sincerely,
[redacted]

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

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

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

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

The following email was sent to [redacted] on [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]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.

The following email was sent to [redacted] on **Jul15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]Thanks for getting back in touch with us via the Revdex.com.  I'm really sorry to hear you feel your complaint hasn't been resolved, and that my response didn't make sense. In the first instance, the online form should be used when requesting a refund for paid seating.  I know you said in your first email you'd already filled this form in, which is why I've been in touch with our Refund team so they can confirm if the refund has been processed yet, and if not, can it be done now.   I'm sorry my email made it appear I was contradicting myself.  This wasn't my intention.  As I said before, I have contacted our Refund team, and as soon as they've replied I'll let you know.Thanks again for getting in touch.  If you need help with anything else, please contact me using the blue link below. Best regards[redacted]British Airways Customer RelationsYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:http://www.ba.com/yourquestions[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways Plc - [redacted].  (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.

[redacted]...

[redacted] Dear [redacted]Thank you for getting in touch with the Best Business Bureau about your booking [redacted].  They've asked us to look into your complaint.  Please accept my apologies I've not contacted you sooner.I'm very sorry you experienced problems when you contacted us about using your reward card for reserving your free seats.  It must have been very frustrating for you when you were unable to speak to the person who was originally helping you, especially as you had purchased 12 bookings and needed them all to be linked together.I'm pleased to learn we were able to help you resolve the matter when we recently spoke to you.  It’s only through your feedback we’re able to focus on areas where we need to improve, so we can offer you the best possible service.  Sometimes it can take time for us to fix the problems we’re having, but we’ll always work hard to make sure they get resolved.  Our Executive [redacted], makes sure we improve continuously across all areas of our business, and I know you’ll see positive changes very soon.  Thanks again and I hope you all have a very pleasant flight from Austin in June.  Please feel free to contact me directly by using the link below if you need help with anything else. Best regards Samantha M[redacted]Senior Service Recovery ExecutiveBritish Airways Your 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 [redacted].  (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.

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]

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]

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

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

The following email was sent to [redacted] on **Jun16:Dear [redacted]Thanks for taking the time to read this email.  We've been contacted by the Revdex.com regarding your upcoming return flights to and from London Heathrow on ** and ** August 2016. ...

I realise it will have come as a surprise to book your tickets for one price via a travel agent only to then find them so much cheaper on ba.com.  I'm sorry this has caused so much disappointment for you and your new wife.  I also apologise for the delay in replying.I know this is a very special trip for you both, travelling for your honeymoon to London.  I understand why you want everything to be perfect, including the price you've paid.  Booking flights directly through an airline will usually be more cost effective than booking them through a travel agent.  A travel agent will purchase a seat from an airline at a base rate for a particular fare type.  They will then sell this flight on to a traveller at a separate cost including their travel agent fees, charges and restrictions.  Unfortunately, we have no control over the cost at which a travel agent sells their tickets.  As this is the case we're unable to offer any refunds, travel vouchers or upgrades for the difference between the two costs.I realise this won't be the answer you're hoping for and I'm sorry to be disappointing you further.  I understand this is placing you in a difficult situation personally and I sincerely hope everything works out well in the long run.I know you've highlighted that you've already spoken to your travel agent about this, but this really would be the only option open to you.  I'm sorry I can't be of more help to you both.Thanks again for taking the time to contact us and for giving me the chance to respond.  I do hope you both enjoy your honeymoon and that this won't be the last time we get to welcome you or your family on board a British Airways flight.  If there's anything else I can help you with, please let me know.  Best regards Richard S[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]

Revdex.com:At this time, I have not been contacted by British Airways regarding complaint ID [redacted].Sincerely,[redacted]

The following email was sent to [redacted]Sep15:**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 with the details of the phone calls you made to us. We've traced the call you made on * August and checked the advice you were given.  Normally ticket validity is one year from the issue date.  So in your case it should have been valid until ** July 2015 with rebooking taking place no later than this date.  As you called after this date the agent advised the ticket was no longer valid.  However, the notes in your booking confirm you were given until ** August 2015 to rebook by our staff at the airport.  We're sorry this was not noted when you called us this year.Your ticket cost $1617.46 and a penalty fee of $275 would have been applied when you rebooked, in line with the fare rules of your ticket.  Therefore I've arranged an eVoucher for $1342.46.  I've included your eVoucher details below with a link to some helpful information about how you can use it. eVoucher number: [redacted] Name: [redacted] Value: $1342.46 Expiry: ** September 2016If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:
[redacted] Again, we're sorry for the confusion and that you weren't able to rebook when you called.  I hope this resolves things and we look forward to welcoming you on board again in the near future.  Let us know if we can be of further assistance.Best regards[redacted]Senior Service Recovery ExecutiveBritish AirwaysYour 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 [redacted]:Dear [redacted]Thanks for contacting both Jon R[redacted] and Alex C[redacted] on [redacted] regarding your on-going refund request.  I’m sorry you remain unhappy with our response to your complaint.  We have also received the email you sent to the Revdex.com on * June. I've discussed this matter with my manager, Jon R[redacted], and provided him with all of the facts of your complaint.  Jon has reviewed your complaint and on behalf of Alex C[redacted], he's confirmed he's in agreement with the responses you've received.  I appreciate you feel differently and I really am very sorry we're unable to meet your expectations on this occasion, however our decision must remain the same and it will not change.  As we feel we've explained our position and answered your complaint to its fullest, this is our final response and we'll not be responding to any further requests for a refund.Thanks again for taking the time to contact us.  Should you have any other questions or queries regarding anything else, please don't hesitate to contact us again. Best regardsMichael W[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Jul17:Dear [redacted]We have been contacted by the Revdex.com about your travel ticket with us.  Please accept my apologies for the delay in replying.  I'm so sorry to learn you were unable to travel...

as planned due to an issue with your passport.  I can fully appreciate how difficult this was for you.I've checked your booking and I can see you initially contacted us on 27 April to advise us that there was an issue with your passport.  I can see we advised you that you could change your ticket to alternative date at a cost of $275.00 plus a $25.00 service charge.  We also explained if there was any fare difference, this would also have to be paid.  This is as per the terms and conditions of the fare that you agreed to at the time of making your booking.  You contacted us again on ** April to confirm your passport would not arrive on time and asked about changing your ticket.  We reconfirmed the price of changing your ticket of $275.00 plus a $25.00 service fee and additionally any fare difference.  At this time you asked us about cancelling your ticket and we advised you that the amount of refund would be $123.78.  You confirmed that you wanted to cancel your ticket, so your flights were cancelled and a refund of $123.78 was processed.  I appreciate the situation was upsetting for you and that it was outside of your control.  I know you've mentioned you were able to obtain a refund on the other tickets you had purchased through American based carriers.  However, it does depend on the type of ticket you purchase on whether your fare is refundable.  In the case of your British Airways ticket this was not the case, so I'm afraid we're unable to offer you a credit/refund.  I'm very sorry to disappoint you.  If you have travel insurance you may be able to claim through them for your loss.  I hope you can.Thanks again for taking the time to contact us.  Please feel free to contact me via the blue link below if I can help with anything else.  Best regardsKaren L[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:

[Your Answer Here]
 Yes, Carol from BA has been talking to me. It seems they are having issues refunding my [redacted] travel so she asked me to use [redacted] for my next weeks travel. She is trying to cancel BA tickets now.
 Please keep the case open. Thanks,[redacted] 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]