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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:

 
 
 
 
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:

BA agent told me that no charges will be made for the change.  My credit card was charged 4 months AFTER change was made.  BA could not explain to me why it took 4 months to make this charge.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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

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

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

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

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

I have not received any updates regarding the escalation of my complaint within British Airways and a refund has not been issued yet. However, I do appreciate their response and the fact that they reached out. I'm still awaiting for any action on their side though.
 
 
 
 
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 **Oct15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email** Dear [redacted]...

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

The following email was sent to [redacted] on **Mar16:Dear [redacted]We've been contacted by the Revdex.com on ** March regarding a cancelled return booking between Baltimore and London Heathrow.  Please accept my apologies for the delay in getting back...

to you. I'm sorry to hear you needed to cancel your ticket due to an injury.  I fully appreciate that unexpected events occur and you have no choice but to cancel plans that are already in place.  I understand you originally made your booking on ** February and then proceeded to make amendments to the dates of travel on ** February.  The booking was then cancelled on ** February through our website.  While I understand your disappointment, unfortunately after a thorough investigation into your booking, you did purchase a non-refundable ticket on ** February.  The conditions of your ticket would have had to be agreed to before you proceeded to pay for the booking.  Similarly, before you completed the cancellation online, you would have been prompted to ensure you were certain you wanted to cancel the non-refundable booking.  We've sent your pre-paid seating and your additional baggage charges off to our Refunds team to ensure you get this credited back to you.  While you have been refunded the correct tax refund from us, you may wish to speak to your travel insurance to see if they can help you any further.  In addition, for any future bookings that you wish to be fully refundable, you will need to purchase a fully flexible ticket.  This can be selected on the first page of our website under the drop down box 'Ticket type'.  We're grateful you've taken the time to let us know how you feel.  If there's anything else I can assist you with please don't hesitate to contact me directly using the blue link below.  I hope we can look forward to welcoming you back on board in the future.   Best regards Kerrie C[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]
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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 coming back to us via the Revdex.com.  I'm sorry for the delay in my response.We really want you to fly with us again and we know by not resolving your complaint fully, it'll affect the decisions you make when you need to travel in the future.  I’ve had another look at your complaint, including your most recent correspondence and have taken time to review your concerns with care and sensitivity.  I’ve also spoken to my manager to make sure we’ve offered an appropriate apology.I've looked at your booking, and it confirms that you were rebooked on to an alternative flight the following day departing at 16:35, which was AA0086.  We have no record of the flight your travel agent booked for you so this must have been on a separate ticket.  From the boarding cards you've provided, I can see this was on flight AA0046, which departed at 18:10, so I believe they've made the booking through American Airlines.I'm unsure why your travel agent made a brand new booking for you rather than call our Trade Support team to discuss your original one.  As you've not taken the rebooked flight on your original flight, you have gone down as a passenger no show.  Any refunds would be as per the fare rules of the ticket, although you may be entitled to a refund of any unused taxes.  As you made your booking through a travel agency, you'll need to contact them to apply for this.Given the further information you’ve provided, our answer won’t change and we’re unable to offer a full refund of your original ticket.  I know this isn’t the answer you were hoping for and I’m really sorry to let you down.  If I can help you with anything further, please don't hesitate to contact me. Best regardsLyndsey B[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]
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At this time, I have been contacted directly by British Airways regarding complaint ID [redacted], however my complaint has NOT been resolved because:  Please see the following, a copy of the correspondence I've received: 
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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 and the matter has been resolved.
Sincerely,
[redacted]

The following replies were sent to [redacted] on **Jun15 & **Jun15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom...

of the email** Dear [redacted]We've received correspondence from The Revdex.com, and I realise you're unhappy with our seating policy and feel as though you've been forced to pay the seating fees.  I'd like to start by apologising for the delay in responding to you.I know how stressful travelling can be, especially when you're travelling with a young family, and we want to make sure we do everything we can to make it easier.  I realise how anxious you must have been when you noticed that your children [redacted] and [redacted] were sitting away from you and your wife and your father was also sitting alone. I understand from your comments on the letter, that when you booked the three bookings, the request for you all to be sat together was made.  We’ll always try to honour any seating requests we receive in advance, but I’m afraid we can’t guarantee you’ll be able to sit in any particular seat.  However, it is our policy that a child will be sat next to an accompanying adult.  It would seem that the agent who made the booking didn't link all three bookings together.  Therefore, when the system has automatically allocated your family's seats, it hasn't associated them travelling with your booking or your father's booking and has sat them together in an available row away from you.I completely understand your reasons for paying and why you are unhappy that you've had to pay.  On this occasion, I'm happy to refund this amount in full.  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information: Bank name Branch name Routing number (9 digits - please provide the paper and electronic sort code) Account number (1-20 digits) You can send us your information by email using the blue link just below my name.Whilst I've been looking into your concerns I've notice that [redacted] and [redacted] are travelling home later than you, your wife and [redacted].  Are they travelling alone?  I really need to know this information as soon as possible as extra information may need to be added to the booking.  Thanks once again for contacting us and bringing this matter to our attention.  I look forward to hearing from you soon.Best regards[redacted]
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Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]Please do not send payment card details via email[redacted]
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The following email was sent to [redacted] on **Feb26: Dear [redacted]Thanks for your email and for confirming your bank details for me.I've arranged another bank transfer for you for $64.55 and the funds should show in your Educators Credit Union account within five working days.  If you still haven't received your payment within two weeks please let me know by using the link below to reply to my email.Once again, please accept my apologies for the length of time this has taken to resolve for you.  I do hope this will not stop you from travelling with British Airways in the future, we look forward to welcoming you on board again. Best regards Nicola D[redacted]Senior Service Recovery Executive[redacted] 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]The Revdex.com have contacted us on your behalf.  I'm sorry to hear about the disappointing experience you and your father encountered after he was denied boarding travelling from Accra to New York on **...

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