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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 [redacted] Dear [redacted] Further to our telephone conversation, please find your case reference beneath my name I can confirm that we have now sent booking [redacted] to our Refunds team to check whether there is any refund of unused taxes due back to you If there is, they'll issue the refund back to the original form of payment As advised, the ticket you purchased is non refundable, therefore any refund of taxes will be minimal As discussed, because you didn't take the outbound flight on your booking, the inbound flight was automatically cancelled We clearly state in the Terms and Conditions that you agreed to at the time of purchase, that all flights must be taken in sequenceWe want to make sure the service we offer our passengers is consistent and fair Having policies in place helps us do this so it’s clear for our customers what they should expect from us and in turn, what we expect from themCustomer feedback gives us an idea of how to shape our policies, so we can make sure our business is as efficient as possible, but it also helps us to understand what works well for our customers This ensures both our customers and our rights are protected.If you have anything else that you'd like to discuss, or if you'd like to provide any further feedback, please feel free to contact me using the blue link below my name Best regards Sarah H [redacted] British Airways Social Media ExecutiveYour case reference is: [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]

Dear [redacted] I've been contacted by the Revdex.com regarding your flight to Vancouver on [redacted] April I'm very sorry that when you arrived at Vancouver airport your bag was delayed Please accept my apologies I've not contacted you soonerIn your email, you've mentioned about the problems you incurred when your flight from Orly on the [redacted] 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 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 helpBest regards Samantha M [redacted] Senior Service Recovery ExecutiveBritish Airways Your case reference is: [redacted] Tell us why here

The following email was sent to [redacted] on **Oct15: [redacted] [redacted] Dear [redacted] We've been contacted by the Revdex.com regarding the claim you made after your baggage was damaged when you travelled from Bucharest to Las Vegas on [redacted] August I'm sorry to hear you've not received a response since you contacted us with your receipts for the items that were also damaged Please accept my apologies for the delay in contacting youI understand we've arranged for your damaged baggage to be replaced We've also received one receipt for the amount of CHF to cover the damaged contents I'd be glad to reimburse the CHF you've paid, this converts locally to $ 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 (digits - please provide the paper and electronic sort code) Account number (1-digits) You can send us your information by email or fax it to [redacted] You’re welcome to send more than one email if you’re concerned about giving us all your details at the same time Please remember to include your Customer Relations reference number if you decide to fax us.Once again, I'm truly sorry that it's taken longer than we would like to respond to you Please be assured this is not our usual standard of service I look forward to hearing from you soon so I can bring your claim to a swift closeBest regardsEmma C***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] [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 Funds were sent back to my bank account, thank you for helping Sincerely, [redacted] ***

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

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 $towards future travelI do not wish to pursue the matter any further 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 [redacted] Dear *** [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 [redacted] September 2014, you purchased a non-refundable ticket This means that if you were to cancel the booking anytime outside the 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 $and the taxes came to $ We do have a cancellation fee of £per passenger, which equates to around $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] [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: British Airways is making no efforts to solve this situationTo the date, I have not been contacted by a manager or someone that at least has an e-mail addressAll employees that I talk to claim that they have no e-mail address to provide.Moreover, I had to cancel my flights and pay a $penalty, but I have been waiting over a month for a refund of almost $1,This is unacceptable and violates active regulation in Canada.The Revdex.com should open a review against this business and it is clear by checking online, that they abuse hundreds of customers every week.Regards, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The following email was sent to [redacted] on **Feb17:Dear [redacted] ***I received an email from the Revdex.com on ** February I'm very concerned to learn about the problems you've had securing a refund from us for the three seats you'd reserved on booking reference 8GAP8W I know you originally requested the refund on ** November, so I deeply regret the time this has taken.I'm pleased to confirm our Refunds team have now returned $to your card number ending in *** This payment should reach you within the next days.By way of apology for the time this has taken, I'd like to offer you an eVoucher for $ Please see below for your eVoucher details: [redacted] [redacted] *** [redacted] [redacted] [redacted] ** [redacted] *** If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to: [redacted] After you'd so enjoyed your flights to and from London with us, we have clearly let you down by not processing this refund sooner Please be assured I have contacted the managers of the various staff members you've spoken with about this request They will address any training requirements to ensure processes are correctly followed in future.Thanks for pursuing this matter with us I'm sorry you had to contact the Revdex.com as a result of this situation Despite this experience, I do hope we can welcome you, ** *** and Master Liner on board again In the meantime, if there's anything else I can help with, please let me know Best regardsJoy C [redacted]

The following reply was sent to [redacted] on **Apr**: Dear [redacted] Thank you for contacting the Revdex.com about your recent booking with British Airways I'm sorry to hear about the problems you've experienced with the kosher meals that you ordered for the flights in your booking and I understand why you're feeling frustrated Please accept my apologies for the time taken to get back to you about this.You've mentioned you called our Sales team in January and the agent you spoke with confirmed that kosher meals would be available for all of your flights I appreciate for religious reasons you can only eat kosher meals, so this is essential for you.As many of the flights are code share, I understand you tried to request the special meals via your online travel agency, but you were advised to contact [redacted] I can imagine your disappointment when you called [redacted] and discovered kosher meals aren't available Again, I'm really sorry we let you down.As an apology, I'd like to offer you High Life Shop vouchers for £ You can put them towards the cost of items on British Airways flights where the High Life Shop range is available I've sent these to your home address and you should receive these shortlyThank you again for getting in touch about this We look forward to welcoming you on board your flight from Dublin on [redacted] June and if there's anything else I can help with, please reply using the blue link below.Best regards Nikole A [redacted] Senior Service Recovery Executive British Airways Customer RelationsYour case reference is: [redacted]

The following email was sent to [redacted] on **Oct15: [redacted] [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 [redacted] SeptemberAs 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 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] [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] [redacted] [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 have been in touch with Carol of BA [redacted] sorry didn't get her last name).She said that they are working with [redacted] to get the [redacted] booking reimbursed since I made that booking after BAShe understood that my re-booking was a mistake due to the error in their sitei am very much appreciative of getting the money back.Carol said, I will get an email from BA stating that I will get the money money back from [redacted] , I am still waiting for that emailUntil I get the confirmation please keep the case openMany thanks for helping me and family on this issue*** 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 **Feb**:**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 [redacted] Dear [redacted] We've been contacted by the Revdex.com on [redacted] February regarding a redemption booking between New York, JFK and Hong Kong Please accept my apologies for the delay in getting back to youI'm sorry to hear you experienced some issues relating to your Avios booking made on the [redacted] February I understand you called us on [redacted] February 2016, and you spoke to an agent in our Change Booking team We have notes in the booking to advise us that you spoke about the discrepancy in the title of your name, and you were reassured that it would be fine to travel There are no notes in the booking to report you discussed changing your Avios ticket To ensure we knew exactly what was said during the call, we've managed to have it traced As per the notes detailed in the booking, the phone call consists of discussing the title of your name and at no point do you enquire about cancelling or changing the booking Our records show the next time you called us was on [redacted] February when you requested to change your flights I understand you were advised that you wouldn't be able to make any changes to your Avios ticket, as you were within hours of your flight departure There are also notes in the booking to say you were advised that if you wished to cancel the booking, you wouldn't receive any of your Avios points back as Avios points are non-refundable when the booking is cancelled within hours of flight departure The agent you were speaking to proceeded to cancel the booking, and you were told that you would receive a partial tax refund of $per passenger However, this call was also traced and it appears you don't request a cancellation of your booking Therefore, your booking should never have been cancelled at this point without your authorisation While you wouldn't have received your Avios points back within hours of departure, we did cancel your booking despite you never having requested this Therefore, after thorough review of your case with my manager, we have decided to reimburse you with 21,Avios as an exception, along with any refundable taxes.Please allow 7- [redacted] working days for your Avios to show in your Executive Club account and any applicable taxes to appear to your original form of payment 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're able to demonstrate the British Airways experience at its best the next time you travel with us We look forward to welcoming you back on board soon Best regards Kerrie C***Senior Service Recovery ExecutiveYour case reference is: [redacted] Please use the following link to send us a reply and quote your case reference 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 - Waterside, Speedbird Way, Harmondsworth, UB0GB, United Kingdom (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

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 BBB to appropriately process your response, you MUST answer the question above. 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 [redacted] Dear ** [redacted] Thanks for coming back to me with the details of the phone calls you made to usWe've traced the call you made on [redacted] 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 [redacted] July 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 [redacted] August to rebook by our staff at the airport We're sorry this was not noted when you called us this year.Your ticket cost $and a penalty fee of $would have been applied when you rebooked, in line with the fare rules of your ticket Therefore I've arranged an eVoucher for $ I've included your eVoucher details below with a link to some helpful information about how you can use iteVoucher number: [redacted] Name: [redacted] Value: $Expiry: [redacted] 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] [redacted] [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: We are still waiting on them to give us an actual answer.They have stated that they will now investigateTks 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 **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 [redacted] 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 soonBest 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] [redacted] [redacted]

The following email was sent to [redacted] on **Aug16:Dear [redacted] ***We've recently been contacted by the Revdex.com regarding your recent experience at London Heathrow Please accept my apologies for the delay in getting back to youI'm sorry to hear you experienced some problems when you were due to travel on the BAfrom London Heathrow to New York, JFK on [redacted] April I understand from the correspondence we've received, that you were unable to board the flight due to late conformance I'm aware the staff member at the gate was asking you questions regarding your journey, and proceeded to advise that you were too late to check your baggage in I understand this meant you didn't travel on the BAflight to New York, JFKI'm concerned to hear about the attitude of the staff members you spoke to regarding your missed flight I'm aware that when you spoke to the manager, he advised you that in order to change your ticket to take an alternative flight, you'd need to pay $each I'm disappointed to hear the manager you spoke to clearly showed no empathy towards you and your son I can appreciate this wasn't helping the situation and must have made matters even worseWhile I'm glad to hear you had the chance to explain your position to your superiors so they were aware of what happened, I do not underestimate the inconvenience missing your original flight must have caused you, especially when you arrived in New York past your report time I'm also sorry to hear the cabin crew forgot to offer you a vegan meal on both of your flights, and spoke to you in a derogatory manner As you changed your return flight at the airport, our Catering team are usually unable to allocate a special dietary meal in such a short amount of time They require at least hours notice to meet our passengers' dietary requirements However, there shouldn't have been an issue in providing you with a vegan meal on your outbound BAflight on [redacted] April, as I can see the meal was requested when you called our Change Booking team on [redacted] April Please be assured, I've passed all of your comments to our Customer Experience team so they're aware of what happened when you travelled I know they'll value your insightIf there's anything further I can assist you with, please don't hesitate to contact me directly using the blue link below I hope we're able to demonstrate the British Airways experience at its best the next time you travel with us Best regards Kerrie C***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 meIt seems they are having issues refunding my [redacted] travel so she asked me to use [redacted] for my next weeks travelShe is trying to cancel BA tickets now Please keep the case openThanks,*** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]