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

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

The following email was sent to [redacted] on **Jan16: **Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the...

email**  Dear [redacted]Thanks for taking the time to get back to me.  I'm sorry you remain unhappy with my response.I understand you feel British Airways and American Airlines have not took responsibility for your claim.  As previously mentioned, the operating carrier of your flight is responsible for reimbursing any out of pocket expenses you may incur as a result of a delayed or cancelled flight.  This is an agreement held with all major airlines.  I hope you’ll understand we have to be consistent so we’re fair to all of our customers.  This means we can’t make an exception this time and I’m so sorry to let you down. When you initially contacted us, we advised you would need to contact your travel agent to request a refund for any fare difference due to be returned to you.  Usually your travel agent would then have to contact our Refunds team to process your refund.  On this occasion, because of the disappointing service you received, I contacted our Refunds team on their behalf so any refund due to you can be returned as quickly as possible.  As the money will be returned to your travel agent, you will still need to contact them to receive a refund.    Your comments are very important to us and I know our Customer Experience team will value your insight.  We’re grateful you’ve taken the time to let us know what happened, as it’s only through your feedback we’re able to focus on areas where we need to improve.Thanks again for contacting me.  Please feel free to get back to me, if there's anything further I can help with.   Best regards Emma 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]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 my complaint has NOT been resolved because:

We are still waiting on them to give us an actual answer.They have stated that they will now investigate. Tks
 
 
 
 
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]

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:

Since when does a customer pay for a higher class fare and because that is full receive a lesser fare? If I had been offered and alternative I could maybe understand this. But think about it. I pay an extra price for a cheap seat? No way. I will take this to small claims court and take my chances there as British Air obviously has no concept or regard for customer service.
 
 
 
 
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 **Sep16:Dear [redacted]Thanks for your most recent email.  I’m sorry to hear you remain unhappy with our resolution to your complaint.  My email was meant to try and explain the situation, as we see it and hopefully answer your initial complaint.  I'm sincerely sorry if it disappointed and upset you further.I’ve reviewed all of the information you’ve given us, and the information we have on file.  As I explained in my previous response, our records show you travelled on part of your ticket and received a partial refund, please could you clarity what refund you're missing?Once again, thanks for contacting us and I look forward to hearing from you again soon.Best regardsLyndsey B[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Aug17:Dear [redacted]Thank you for sending your booking reference.I can see you've had a lot of contact with our pre-travel team already, and they've tried to advise you why there is an increased amount to pay to change your flight...

dates.Flights departing from Tehran that were booked prior to ** April 2017 were not subject to the carrier surcharge.  However flights booked after this date have since become subject to this surcharge.  When the agent made the requested changes to your booking on ** July 2017, they had to be done using the current fares and taxes/fees rules as the journey had not yet started.  This is why there is an additional amount to pay.I do accept you checked online for tickets on the date you selected and the cost was the same as you'd originally paid, however as this wasn't on the British Airways website, there's no way of knowing if these tickets were identical in terms of booking class or fare type.If you still need to rearrange your tickets, then you can do this by contacting our pre-travel team daily on [redacted] between 07:00-23:00 EST.I appreciate this probably isn't the response you were hoping for, and I'm sorry to disappoint you.  Thanks for taking the time to contact me, 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 **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]I understand you remain unhappy with our response and I'm really sorry you're feeling let down.  I would also like to apologise that it's taken us longer than expected to reply to you.I can see from your comments that you're annoyed we haven't investigated who the agent was that you spoke to.  I'd like to assure you we can see the name of this agent in your booking.  My colleague, Heather, ensured your feedback was sent to the line manager of the agent in question, so this could be dealt with internally.  I realise you would like us to offer you a gesture of goodwill, as an apology for the service you received.  When we receive a complaint about our staff members, we wouldn't usually offer any Avios to our customers.  Our main focus is to feed any comments back to prevent it from happening in future. However, I realise you're particularly disappointed with the service you received when you spoke to us.  To show you how much we appreciate your support, I’ve added 5,000 Avios to your Blue Executive Club account.  Please accept them as an apology.  Subject to availability, you can put your Avios towards future bookings or use them to upgrade your class of travel next time you fly with us.  They can also be used for hotels and car hire.  Please visit [redacted] to find out more.Thanks again for contacting us about this and for giving us the opportunity to respond to your concerns.  I hope we can show you British Airways at its best on a flight soon and if there's anything else I can help you with, please don't hesitate to reply to this email using the blue link below. Best regardsLexy R[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:>[redacted]Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online: [redacted]LEGAL INFORMATION[redacted]

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 **Nov15: **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 the problems you
had travelling from Dallas to Nairobi on * November.To help us carrying out our investigation, please can you provide:where you were denied boarding? a scanned, readable copy of both your passport and the visa you used for
travelYou can send your documentation to me directly, my email address is [redacted].  Please
include your case reference in the subject field.Once I have this, I'll contact Immigration in both the UK and the US to
determine if you were correctly denied boarding.I hope to hear from you again soon. Best regardsMichael Wi[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]

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 offered a refund of only $110.57 to my credit card and an eVoucher with $350 value.The total value of this is only $460.57  which is less than my direct loss of $1000. Also, this offer requires me to travel in next 12 months, buying another British Airways ticket. I am not sure how many people will want to fly British Airways after their plane caught fire in Las Vegas last month. $460.57 is much lower than  my direct loss and it is also smaller than half of the price of my original ticket ($1068.76) that could not  be used for return journey due to denied boarding. I could not buy a new one-way ticket after denied boarding for $460.57 or less. Also, British Airways does not explain how they came up with $460.57.I know that British Airways has no control over the rules of individual governments. Still they have control over how to interpret and enforce those rules. They made a mistake in interpreting rules when they denied me boarding. The rules of UK transit [redacted] do not say that green cards whose validity is extended with extension stickers are invalid for UK transit. I talked to USCIS multiple times and also provided a proof of the fact that USCIS (United States Citizenship and Immigration Services) does not issue an I-797 form extending the validity of a 10-year green card of a condition-free permanent resident like me by one year. British Airways wanted this I-797 form to allow boarding, but as I proved with USCIS document, such a form isnot issued. Also, the response of British Airways does not explain inconsistent behavior of their staff. Their staff is trained poorly and inconsistently. Their staff at counter at O'Hare Airport in Chicago found my green card with extension sticker valid for UK transit on the way to India from USA. Their staff at Chhatrapati Shivaji International Airport (CSIA), Mumbai, India  found the same green card with extension sticker invalid for UK transit on the way from India to USA. How can a green card valid for UK transit in one direction of travel become invalid for UK transit in opposite direction? My green card with extension sticker was valid for at least 6 months after the date of denied boarding.If British Airways does not want to issue a cash refund of $1000, they should issue multiple eVouchers with a higher total value valid over a longer period to give flexibility in traveling. They should issue 6 eVouchers worth $500 each (total eVoucher value $3000) valid over 5 years. They can consider the already offered incentive of $460.57 as a part of $3000.
 
 
 
 
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 **Feb17:Dear [redacted]Thanks for contacting the Revdex.com about your refund.  I'm very sorry for the delay in responding to you.I completely understand why you're disappointed with the amount you've been refunded when you...

cancelled your flights online.  I can see how shocked you must have been to realise there was a $1,510.00 penalty and a $10.00 service fee when you cancelled your booking.  When you make a booking online, we always make it clear which type of ticket you are purchasing.  I'm afraid, as you purchased a ticket which wasn't refundable, you wouldn't have received a full refund or a credit from us.When you cancel your booking online and initiate a refund, we can't calculate how much the penalty will be.  This needs to be calculated by our Refunds team.  I'm sorry you didn't receive any correspondence from us about your refund and you had to call us. We're unable to offer you credit towards a future flight with us, as you agree to the Terms and Conditions when you pay for your booking.  I'm very sorry if this disappoints you and I know this wasn't the response you were hoping for or expected.We're very grateful you've taken the time to let us know what happened, as it's only through your comments we know where we can make improvements to our service.Thanks again for contacting the Revdex.com.  We value your support and I hope your experience doesn't deter you from travelling with us again in the future.  Please don't hesitate to contact me directly if I can help you with anything else.   Best regards Danielle A[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]
 As I have been saying, USCIS (United States Citizenship and Immigration Services) does not issue an I-797 form extending the validity of an expiring 10-year green card of a permanent resident like me who has no conditions attached to the green card, by one year. I also submitted a USCIS document to Revdex.com with this complaint stating that extension stickers are used. Extension stickers do provide immigration benefits. I am submitting it again. I have confirmed it twice by visiting USCIS office in Milwaukee, Wisconsin in person.The compensation ($460) offered by British Airways is very low compared to my loss (direct damage of $1000) . Also, the roundtrip British Airways fare for Chicago-Mumbai-Chicago journey for Jan. 2016 is about 40 percent higher compared to Jan. 2015 ($1462 in Jan. 2016 for ** Jan.-** Jan. dates compared to $1068 in Jan. 2015, which shows an increase of almost $400 in one year). The $350 eVoucher they offered is not even enough to offset this increase.British Airways has the second most expensive fares among 15 airlines on [redacted] with just Singapore Airlines charging more. Turkish Airways' fare for the same dates in Jan. 2016 is lowest (only $919) compared with $1462 of British Airways. British Airways taking an action againist their airport agent in Chicago does not solve my problems. Also,  incorrect knowledge of staff of British Airways and its inconsistent execution  is not limited to Chicago's O'Hare Airport and Mumbai's CSI Airport, it exists at London's Heathrow Airport as well. My green card with extension sticker was examined at London's Heathrow Airport on the way from Chicago to India and no objection was raised. The staff of British Airways in Mumbai who denied me boarding said,``If we allow you to fly, you will be sent back from UK to India and British Airways will be fined 2000 pounds for carrying you.''  As per this, the staff of British Airways in UK should have sent me back to Chicago. Was British Airways fined 2000 pounds for carrying me from Chicago to Mumbai via UK?Whether my ticket was refundable or not does not matter, my loss was caused by mistakes of employees of British Airways and they should adequately compensate me for that. If British Airways has a genuine desire to compensate me adequately for direct loss, I am sure that there is a person at British Airways who has the authority to issue  much higher refunds or eVouchers than what they offered me. Why are they using refundability of the ticket as an excuse to offer a very low compensation to me? I have uploaded one more USCIS document with relevant portion highlighted with my notes. This document clearly states that I-797 letter is given to people who acquire U.S. permanent resident status  through marriage or entrepreneurship. I do not fall in this category. Not all U.S. permanent residents are same and not all U.S. green cards are same-there are categories and there are categories within categories. The staff of British Airways simply does not understand the complexity of immigration law and the diversity in the immigration documents issued. The naive responses that British Airways has been sending will not stand up in court.To satisfactorily compensate for my direct loss, British Airways should credit $890 more to my credit card or send a check in this amount or issue 5 additional eVouchers worth $500 each, with total value $2500,  usable at any time over the next three years for any passengers, as long as I make the booking. I have acquired legal advice. I have also contacted House Aviation Subcommittee in Washington DC about this matter.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]

The following email was sent to [redacted] on **Oct15: [redacted]  Dear [redacted]We have been contacted by the US Department of
Transportation and the Revdex.com regarding your claim with us.  I am truly sorry that you remain disappointed with our response sent to
you on ** September. As mentioned in my previous email, since we are a
British company we follow the guidance of the CAA and according to their
regulations all service and or assistance dogs need to be certified by an
organisation that is a member of Assistance Dogs International (ADI) and/or the
International Guide Dog Federation (IGDF).  For more information on this please
see their Safety Notice at the following website - [redacted],
and kindly refer to paragraphs 2.1 and 2.4.My apologies once again that
[redacted] could not travel with us in the cabin and for any inconvenience this
caused you.  We truly hope to be able to welcome you both on board one of our
flights in the near future.  Yours SincerelyAntoinette A[redacted]British Airways Customer RelationsYour case
reference is[redacted]
**Please do not send payment card details via
email[redacted] HOW TO CONTACT US[redacted]While we endeavour to offer you as full a service as possible, we are unable
to respond to direct replies to this email.If you have a particular query with regard to this case, please click on the
link below to submit a reply to British Airways Customer Relations:[redacted]Please quote your case reference [redacted] in any correspondence with us.However, if you have a general query about British Airways, you can ask your
question online.  Click on the link below to go to 'Your questions':[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways Plc - [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]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Tell us why here...Dear [redacted]Thank you for contacting the Revdex.com regarding your British Airways tickets.  Please accept my apologies for the delay in our response. As you had been advised a request to refund in full within 24 hours of making a booking must be done over the...

phone.  We have been in touch with our Refunds team and as an exception on this occasion we have requested a full refund.  They have now processed today a refund for the balance amount of USD878.00 back to your MasterCard ending [redacted].  Depending on your bank this credit could take up to one full billing cycle to appear on your bank statement. Please note that with your previous refund of $299.85 both tickets have now been refunded in full.  Thank you for coming back to us about this and for giving us the opportunity to look into your claim again.  We hope to welcome you on board one of our flights soon. Best regards   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:

While I appreciate, British Airway's attempt, the resolution is completely useless to me! Im being offered $500 as of it fly to London on a regular basis... I would have thought that I could use the $500 for a domestic fly to Atlanta, but low and behold, that they do not fly to Atlanta which is understable, but they don't allow the voucher to be used with their flying partners (AA, the whole reason we chose BA in the first place). So my only option (if that's what you call it), is to find a international destination, in hopes that BA will fly, it. Also $500? that pretty insulting considering the fact LHR charges more in tax taxes alone then that! a flight from SFO to LHR is close to 1500 depending on the time of the year... $2000+ right now... and thats economy! business class cost us almost 3.5k each, so almost $7k for both us, and BA gave us $250 each. HAHAHA...I think they were better of showing us the middle finger then offering us anything at all... that's what it felt like!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have received further communication from BA.  They have answered at least partially the problems I pointed out. 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:

[Your Answer Here]
I don't find a $100 coupon acceptable. I would accept two tickets to Paris at the rate I previously paid. My tickets were only refunded because British Airways said they as well as there partners had no availability for March [redacted]-April[redacted], April [redacted]-May[redacted], or May [redacted]-June [redacted]. Also I couldn't be refunded for my hotels booked in Paris for the initial trip, I know this does not all fall on them but it would be nice if they were more understanding of how much money I lost because of this. The manager at the counter where you check in refused to come out and talk to any of the passengers or answer any questions. Ive lost so much on this had a terrible experience. Why not offer me the tickets with your for my price with your $100 discount or something. Ultimately i'll never see those tickets for that price again offered by you guys. $100 dollar coupon doesn't begin to cover the cost to travel anywhere in Europe from North America on your airline. Im very open to accepting an offer from you and dropping the complain if any effort in solving the problem is put forth. 
 
 
 
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 **Oct17:Dear [redacted]Thanks for taking the time to contact the Revdex.com about your recent experience when you travelled with us from San Francisco to Pisa, via London Heathrow.  I understand how frustrated you must have...

been to arrive in Pisa to find your bike bag was damaged.  This isn't the level of service you should expect from us and I'm sorry we let you down this time.  Unfortunately, as the damage occurred on your outbound flight on ** September, and you didn't report the damage until ** October, we're unable to reimburse you for the damages.  As an airline, we're governed by the Montreal Convention, which states any damage must be reported within 7 days of receiving the bag.  I realise you'll be disappointed and I'm sorry, however, we must remain consistent and follow the rules of the Montreal Convention so we're fair to all of our customers. I appreciate your frustrations were compounded on your return journey when you found your flight from Pisa to London Heathrow had been cancelled due to industrial action.  This was outside of the airlines control and new flights from Pisa the following day or Bologna on the same day were offered.  I understand these weren't suitable for you and you instead chose to travel from Milan-Malpensa instead.  I understand you incurred additional costs as a result of this and I'm sorry for the inconvenience caused, however, as you accepted the re-route, we wouldn't be liable to cover any of these costs.  Thanks again for taking the time to contact the Revdex.com.  I hope we get the chance to welcome you back on board in the not too distant future.  In the meantime, if there's anything else I can help you with, please don't hesitate to contact me.   Best regardsDanielle D[redacted]Senior Service Recovery ExecutiveYour case reference is[redacted]