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Dear [redacted] Thanks for contacting the Revdex.com about the problems you have experienced when rebooking your flight.  I'm very sorry for the delay in responding to you. I'm disappointed to read you had to postpone your flight due to an illness.  I understand you've been told...

conflicting information from members of our Customer Support team and I'm very sorry about this.  Unfortunately, we don't have access to call recordings from our overseas contact centre, however, the agent you spoke to on ** October 2016 has updated your booking with detailed notes from when you called us. The notes in your booking state you were informed the ticket validity was ** September 2017 and when you decide to rebook you will be charged the difference in fare and tax, a change fee and service fee.  I'm sorry if this wasn't made clear to you when you called us and I apologise if this has came as a shock to you. I'm afraid if you decide to rebook, we're unable to make the changes free of charge.  I'm so sorry if this disappoints you.  I've passed your comments on to our Senior Management team.  They work hard to improve our service based on customer feedback and I know they'll appreciate your insight. Thanks again for contacting the Revdex.com.  We value your support and I hope we can welcome you on board again soon.  Please don't hesitate to contact me if I can help you with anything else. Best regards   Danielle A[redacted]British AirwaysSenior Service Recovery Executive 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:

Please, please, please read this slowly and carefully. Look at a calendar. READ THE TERMS AND CONDITIONS OF THE PROMOTION.There is absolutely no grey area in this matter, the TERMS AND CONDITIONS of this promotion set forth by British Airways state in no uncertain terms that THE PROMOTIONAL PERIOD IS FOR SPEND BETWEEN NOVEMBER * AND NOVEMBER **.The DECEMBER STATEMENT ONLY INCLUDES SPEND FROM NOVEMBER ** TO DECEMBER **. That is only SEVEN DAYS of the 30 DAY PROMOTIONAL PERIOD.The December statement  DOES NOT INCLUDE SPEND FROM NOVEMBER * TO NOVEMBER **.THEREFORE I have NOT been awarded the bonus Avios for the ENTIRE PROMOTIONAL PERIOD.I will continue to pursue this until I am given what was clearly stated in the terms and conditions of the promotion. 
 
 
 
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 **Feb16: **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 your outstanding reimbursement for the items you bought while you were without your luggage back in December.  Please accept my apologies that you still haven't received this.I can see from our records that we did request a bank transfer for $64.55 to your Educators Credit Union account on ** December.  I've contacted our Payments team to see why you haven't received this and they've advised that the transfer was rejected as the bank details were invalid.  I do apologise for the inconvenience, but please can you confirm the following details once again so that we can retry the transfer:  Bank name Branch name Routing number (9 digits - please provide the paper and electronic sort code) Account number (1-20 digits)   As soon as I've received the information, I'll request your bank transfer again straight away.I look forward to hearing from you.   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 14798446 in any correspondence with us:[redacted]
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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]
[redacted]   Re Complaint ID:[redacted]   They resolved to my satisfaction due to your great help.   Many thanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is not acceptable as I was legally allowed to visit the UK and had all my legal paperwork in compliance with UK laws.  The law DOES NOT state that the dog must be certified by one of those two companies and in fact it states that IF the dog is NOT certified by one of those two companies then I can pay $500 fee and that requirement is WAIVED.  I did so and had proof that it was done as well as a LETTER FROM THE UK stating that I was allowed to enter the UK legally with my dog.  So therefore your policies are still in violation of UK and USA laws as you CAN NOT prohibit me from flying to a country in which I am legally allowed to enter with my service dog.  THAT IS DISCRIMINATION!!  United had no problem flying me and my dog the very next day with my LEGAL ENTRY documents and therefore YOU had no right to discriminate against me for a disability that requires a service dog.  I will fight this all the way up the courts and will not allow this illegal activity to continue. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The following email was sent to [redacted] on  **Apr16:Dear [redacted]I received an email from the Revdex.com on ** April.  I'm very concerned to learn about the problems you've had securing a refund from us.  I know you...

originally requested the refund on ** September, so I deeply regret the time this has taken.Our records show our Refunds team requested your bank account details and postal address on ** September.  Most of the information was provided on the same day, but I'm sorry it was not until ** October that we asked for the account's swift code.  On ** October 109,418 INR was refunded against your booking reference [redacted].  This should then have taken 7 to 10 working days to reach your account.Notes in your booking state your bank was unable to accept our refund, as the account holder's name differed from the one we'd been given.  I'm disappointed to see this situation wasn't clarified until ** March.I understand our Refunds team processed a refund of 109,418 INR on ** April.  I've asked them to confirm once this has been successful.  As soon as I have this information, I will contact you again.As a gesture of goodwill and for the delay in settling this matter, I'd like to offer you an eVoucher for $150.00.  I've included your eVoucher details below with a link to some helpful information about how you can use it. [redacted]  ** [redacted]  If you have any questions about how to use this eVoucher, or for its Terms and Conditions, please go to:  
[redacted]  Thanks for pursuing this matter with us.  I'm sorry you needed to contact the Revdex.com as a result of this situation.  This isn't the service you'd expect from us.  I've alerted the managers of the staff involved with your earlier communications, so that they can address any training requirements.  Had the full and correct information been gathered at this time, I'm sure your refund would have been processed sooner.  Despite this experience, I do hope you'll book with us again.  We'd like to welcome you on board in the future.  In the meantime, if there's anything else I can help with, please let me know.  Best regardsJoy C[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]

Dear [redacted] We've received correspondence from The Revdex.com, asking us to contact you regarding the missing bonus Avios.  I understand how frustrating this must be especially as you've spent more than the required amount.  Please accept my apologies for the delay...

in contacting you.I've spoken with our Executive Club and they have advised me that the bonus Avios would have been added to your account by Chase.  They've suggested that you contact Chase and ask them to look into this.  If you'd like to speak with the Executive Club directly, you can call them on the following telephone number [redacted] I hope you get this matter resolved quickly with Chase, but if there's anything further that I can help with please don't hesitate to contact me.     Best regards   Lyndsey B[redacted]Senior Service Recovery ExecutiveBritish Airways Your case reference is:[redacted]

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

from November were added to your statement in December.  They've clarified that the December award is the November spend bonus.  Therefore you were awarded with a total of 10,298 Avios as per the promotion. However, I understand you're expecting an additional 8,745 Avios to be credited to your Executive Club Account.  If it's not too much trouble, please could you provide a copy of your statement?  I will then liaise with our Executive Club and the [redacted] to see why the additional Avios have not been credited.  You can use the following link to upload your statement.  Once I've received this, I'll be able to investigate for you.  [redacted] Thanks again for taking the time to contact the Revdex.com and for allowing us to respond.  I look forward to hearing from you soon.   Best regardsDanielle D[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, while does not provide me with the full credit owed to me, it does provide some minimum compensation with an evoucher for $500 towards future travel. I do not wish to pursue the matter any further.
Sincerely,
[redacted]

The following email was sent to [redacted] on **Nov16:Dear [redacted] Thanks for contacting the Revdex.com about a refund for your unused flights.  Please accept my apologies for the delay in my reply.I understand you missed your flight from Venice on **...

September and had to make a new booking.  I've checked the fare rules of your original ticket and I'm afraid the fare is non-refundable.  However, you may be due a refund of the unused taxes on your ticket and I've sent this to our Refunds team to calculate. I appreciate you were unable to amend your ticket after you missed your flight and I know this must have been frustrating.  Unfortunately, the ticket you purchased didn't allow any changes after departure. I've checked the details of your second booking and I understand you also purchased return flights on ** November.  Please can you confirm you do not intend to use these flights and I will send the booking to our Refunds team to calculate any applicable refund. Thanks again for taking the time to contact us.  I hope we can welcome you on board again soon.  If there's anything else I can help you with, please feel free to contact me directly by using the blue link below.   Best regards Roslyn M[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]

The following emails were sent to [redacted] on **Jun & **Jun:Dear [redacted]I received an email from the Revdex.com on ** May.  I'm concerned to learn you were so disappointed with your experience of our World Traveller Plus cabin.I'd...

like to look into this matter for you, but I'm sorry I haven't been able to find the details of your flight.  You've said you've spoken to us about this before, but I regret I haven't been able to find this information either.Please could you let me have your flight number and date?  Your booking reference would be particularly helpful.  However, if you don't have these details, please let me know where you were travelling from and to and the date.Thanks for pursuing this matter with us.  I'm sorry you had to contact the Revdex.com as a result of this situation.  I do hope I can resolve this situation for you and, if there is anything else I'm able to help with, please let me know. Best regardsJoy C[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is[redacted] 
 
[redacted]

The following email was sent to [redacted] on **Sep17:Dear [redacted] Thanks for your further email.  I'm sorry for the delay in replying.I've reviewed the details of your claim based on the information in your last email.  I do appreciate that the bag wasn't delivered to you within the 21 days and I am sorry for the inconvenience this would have caused you at the time.As you quite rightly say the bag had been missing for more than the 21 days mentioned in the guidelines.  We do accept these claims from our customers, but this is to claim for items inside the bag that you took with you which would now be missing.  We do, therefore, ask that receipts are submitted in support of the claim.  This is because the entitlement is in reimbursement for lost items and not set as a compensation amount.  As previously mentioned, and as explained above this is something that we wouldn't pay as compensation but as reimbursement based on the receipts confirming the contents of the bag and we do look to be consistent so we’re fair to all of our customers.  On this occasion however as a gesture of goodwill I have arranged to make a payment to you, this is without any admission of future liability. I've raised a bank transfer $1,596.15, this is the maximum claim amount and I've arranged for it to be transferred to your [redacted] Chase account.  The funds will be in your bank account in the next 5-7 working days.  Thanks again for following this up again.  I do hope we can look forward to welcoming you and your family on board one of our flights again soon.  In the meantime if I can help with anything else please don't hesitate to contact me via the link below.    Best regards Karen 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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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

The following email was sent to [redacted] on **Nov16:Dear [redacted]We've been contacted by the Revdex.com regarding the problems you've had obtaining your refund from us.  Firstly please accept my apologies for this.I've been in contact with our Refunds team and...

they've confirmed your refund was processed on ** October for $404.50 back to a [redacted] card ending in [redacted].  I understand you were advised you were going to receive $459.35, however it seems the $55.00 cancellation fee wasn't taken into consideration when you were quoted this amount.  I'm sorry.Should you have any other questions or queries regarding this matter, 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 **Feb17:Dear [redacted]We've been contacted by the Revdex.com about your issues with excess baggage charges for your flights to Accra in December.  I'm sorry this hasn't been resolved yet, especially...

as it's far from a complicated issue.  I realise how frustrating this must be for you.I'm unsure why my colleague originally advised we would resolve this by making a bank transfer to your account, only to then refer you to our Refunds team when you provided your bank details.  This was clearly a mistake, and I'll make sure this is fed back to their manager.I'm happy to arrange a bank transfer for $164.06 to cover the incorrect charge for your bags.  However, as a fully audited department, we will need a copy of your credit card statement showing the charges made.  Without these, we can't continue the claim, as it wouldn't comply with our strict audit criteria.  I assure you, once we have this information, the claim can be settled within a matter of days.  The easiest way to send us a copy of your credit card statement is via this link:[redacted]I apologise again for the delay in resolving this, and hope this can be rectified soon.  I look forward to hearing from you. Best regardsNigel S[redacted]

The following email was sent to [redacted] on [redacted]  Dear [redacted]Thanks for your further comments.  I regret you remain disappointed and
apologise for the delay in coming back to you.I'm afraid I must reiterate that British Airways can't provide information on
flight [redacted] operated by US Airways.  While this was booked through British
Airways we don't handle any aspect of the flight operation or hold
information relating to this.  We act as an agent only.  With reference to seating, you paid a total of £90.00 to British Airways to
select seating on the outbound flight.  This has been refunded in full.  If you
paid any seating fees for [redacted] then this will have been a separate transaction,
direct to US Airways.  You'll need to contact them for the refund if they
changed the seating.  In addition, British Airways has no involvement in other
carrier's passenger lists and any decision to change your son's flight was made
by US Airways.  I appreciate this is frustrating but you'll need to contact US
Airways about this aspect of your complaint also.I'm sorry we can't be of further help and hope this clarifies the situation. 
Please let us know if we can assist with anything else. Best regardsIona H[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.

Dear [redacted]Your email to the Revdex.com, the US Department of Transportation and to the office of, Steve Clark British Airways Senior Vice President of Customer Services, has been sent to us for handling.  Please accept my apologies for the delay in our response. I am...

very sorry that you did not receive the full refund of your ticket as advised.  I can certainly understand your frustration with how this has been handled.  I have sent your ticketing information to our Refunds department for their review.  They have confirmed that a refund for the balance of USD1382.00 on your ticket was processed on April **, 2016 back to your Visa card ending in [redacted]. Please allow at least one full billing cycle for the funds to be posted to your account.  Once again, my apologies for the inconvenience caused and for delay in refunding your ticket.  Thank you for contacting us and for giving me the opportunity to correct this issue for you.  We hope this will not deter you from traveling with us in the future.  Sincerely   Antoinette A[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on [redacted]: Dear [redacted]We've been contacted by, the Revdex.com and the US Department of Transportation, regarding the problems you and your children experienced at Phoenix airport on ** May 2016. ...

Please accept my apologies I've not contacted you sooner.I'm very sorry you and your family were unable to travel from Phoenix to Dallas with [redacted] as the flight was cancelled.  I understand how disappointing this must have been for you as it had a knock-on effect with your other flights in your itinerary.  I realise how annoying it must have been when you were asked to go home and return to the airport the next day.  I can see a booking was made for you for the ** May to travel from Phoenix to London Heathrow direct.  However, when you arrived at the airport with your children the next day, you were unable to travel as your booking had not been ticketed.  I'm concerned to learn how rude and unhelpful the staff were at the airport.  I appreciate that this behaviour isn't acceptable and I have sent a report to the local manager at Phoenix airport to let them know what happened to you and your family.I appreciate you asking for a refund, but our records show you travelled on your original booking reference [redacted] on ** May 2016, Phoenix to London Heathrow and then onto Istanbul.  Therefore, I'm sorry this isn't something we can arrange.  If you contact [redacted] directly they may be able to offer you compensation for the cancelled flight to Dallas.  Please use the link below:[redacted]I know this is probably not the reply you were hoping for, and I'm sorry to disappoint you.  I do hope this will not deter you from choosing British Airways in the future.  Please don't hesitate to contact me by using the link below if you need any further help.Best regardsSamantha M[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Mar17:Dear [redacted]We've received correspondence from the Revdex.com, letting us know about the problems you and your travelling companions experienced, when travelling from London Heathrow to Barcelona on ** December...

2016.  I understand your luggage was delayed and when you were reunited with your bags, one of them had been damaged.  The Revdex.com has asked us to contact you directly, I apologise for the delay.I don't underestimate how inconvenient it must have been when you arrived in Barcelona and found out that your luggage had not travelled with you.  Your disappointment must have been compounded further when you realised that one of the bags had been damaged, when it was returned to you a few days later.The first time you told us about the damage was on ** March 2017, when you sent us your claim by email.  When your bags are damaged on one of our flights, we need you to tell us within seven days of receiving it.  I’m afraid this means we can’t accept any claim you make after this time.  This is mentioned in our General Conditions of Carriage, which you accept when you make your booking so I’m sorry if you weren’t aware of this.  However, you may be able to make a claim through your travel insurance.I realise this may not be the reply you were hoping for and I am sorry to disappoint you further.  I hope despite this experience you will travel with British Airways again.  If there's anything further that I can help you with, please don't hesitate to contact us.Best regards[redacted]