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The following email was sent to *** 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 ** ***I
was very sorry to hear you were so disappointed with the customer service you received when you called to arrange seats for your family trip to London Heathrow on ** JulyI appreciate as a family it's essential you and your children are seated togetherI know this is especially important on such a long flightPlease accept my apologies for the poor level of service you received. We understand how important it is for our customers to be able to speak to us for help and assistance with all aspects of their travel. I'm sorry to hear you didn't receive the level of service you'd expected. I understand how concerning it must have been to be placed on hold repeatedly by our Change Booking agent when you called to arrange your seats I'm most concerned to hear you found it difficult to understand our agent and that you were transferred without being advised. Whilst it can take time to arrange seats for a family group, especially when travelling on separate reservations, our staff member should certainly have explained what they were doing and why you were being transferred. I've ensured what happened has been reported to the line manager of the staff member responsible.I was pleased to see that you managed to reach us again on ** July and we allocated your family seats together for both your outbound and return journey. I know it must have been a stressful start to your trip, especially as things didn't get resolved until just before you travelled. I'm sorry. Again please accept my sincere apologies. I hope you and your family had a pleasant flight to London Heathrow and that you're enjoying your time in the UK. We look forward to welcoming you all back on board your flight to Phoenix on ** July. Thanks for following this up with us, your comments as a member of our Executive Club are important to us, so please contact me again if I can be of any further assistance.Best regardsHeather C***Senior Service Recovery ExecutiveYour case reference is***Please use the following link to send us a reply and quote your case reference *** in any correspondence with us:>***Please do not send payment card details via email*** OTHER CONTACT INFORMATION ***If you have a general query about British Airways or your journey with us, you can ask your question online:***LEGAL INFORMATION***
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The following emails were sent to *** on **Jun17:Dear ** ***Thanks for contacting the Revdex.com regarding your booking reference ***. I'm very sorry you incurred problems when you were arranging to add your daughter to your reservation. Please
accept my apologies I've not contacted you sooner.I'm very sorry you were given conflicting information about your daughter's ticket when you contacted *** and us. I completely understand how frustrating it must have been for you to be on a call for so long, I appreciate why you tried to settle the issue on ***.I have spoken to our Fares and Ticketing team about your daughter's fare. They have explained that when an infant ticket is purchased at the same time of the adult, the infant's ticket is 10% of the fare value paid by the adult. As well as the fare, taxes, fees and carrier charges are also applied. When an infant ticket is purchased and paid for at a different time, 10% of the fare applicable at the time is charged.As you have mentioned, your ticket was purchased for $so you have calculated your infant's fare to be $66.98. The team have advised me that your ticket when it's broken down, is $for your base fare, $taxes, fees and carrier charges, plus two $transfer charges. Therefore, your infant's fare would have been calculated as $fare, $168.12 taxes, fees and carrier charges, plus the transfer charges. The total for your daughter's ticket would have been $285.12.However, your daughter's fare was calculated on June at a lower amount as infants are not charged peak travel surcharges. Your daughter's fare was calculated at $plus $taxes, fees and carrier charges. The total fare being $277.13.I hope this helps and I hope you and your family have an enjoyable flight from Washington on July. Please feel free to contact me directly by using the link below, if you need any further help. Best regardsSamantha M***British Airways Customer RelationsYour case reference is***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The response given was that their terms and condition made it clear that the ticket was non refundableHowever while going through the cancelling process their website doesn't provide adequate information for a person like myself to make an informed decision on whether or not it is beneficial to modify or cancel the ticketIn my case I could have just modified my ticket with a $fee rather than forfeiting $1500! They also refuse to offer a credit on the cancelled ticket which all US airlines provideI'm forced to accept forfeiture of $because of an inadequate website and policy which differs from all other US airlines.Best,
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear ** *** We've been contacted by the Revdex.com who have passed on a copy of your email. I'm sorry to hear you have still not received a refund of your booking, which has now been outstanding since June 2016. I know this isn't the service you would expect from us, and
I'm sorry we've left you feeling let downI can see that you spoke to an agent in our Contact Centre on ** June to cancel your booking and request a refund. Whilst your booking was cancelled, unfortunately the refund hasn't been actioned. I'm so sorry for any inconvenience this has causedI've escalated this with our Refunds team today, and asked them to process any applicable refund as soon as possible. This will be returned to the original form of payment, and I will write to you again as soon as I receive confirmation from our Refunds teamThanks again for contacting the Revdex.com, and for giving us the opportunity to review your complaint. I hope to be in touch with you again shortly, however please don't hesitate to contact me if you have any questions or queries in the meantime. Best regards Laura M***Senior Service Recovery Executive Your case reference is:***

The following email was sent to *** on **Feb17:
Dear ** ***
Thanks for getting back to me so quickly with the information I requested
As promised, I've arranged a bank transfer for $to cover the incorrect excess baggage chargesThis will be in your account in the next 3-working days, but please get back in touch if there's any issue receiving the funds
I hope this resolves things satisfactorily for you, and that you'll choose to fly with us again in the futureWe certainly look forward to seeing you on one of our flights soon
Best regards
Nigel S***
Senior Service Recovery Executive
British Airways Customer Relations
Your case reference is: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Thank you for your response. I understand that your company experienced 'Industrial Action' = Employee Union StrikePerhaps going by EU regulations, there may even be a clause hidden in fine print that states that airlines are not responsible for the customer claims in a situation such as this However, I request BA to pls consider the impact this has on customersI work for a global company at an executive level myself and the question we always ask ourselves if "is the customer happy"It really doesn't matter if its a strike or something else that impacted the schedule as long as it was not an "act of God"- say a hurricane or a snow stormWith this in mind, I request that BA still provide us with an appropriate compensation and not "hide" behind an 'Industrial action" clause.Thank you.** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
It does not address my complaintThey state that there were no bedbugs even though I have proofI would like to speak with someone on the phoneHere is my response to them VIA the email they sent me: What do you mean by "what I assumed" were bed bugs? The picture of the bug was a bed bugI will get a entomologist to validate thisI really would not like to have to go to the news because you are covering up a bedbug infestation.How do I go about viewing all of your reports of bedbugs on your flights and your fumigation / maintenance records for that plane? Is that something I would get from you or request from the FAA? Also, you mention that I spoke to you on the phoneIs this a generic email that you send out? Since I made the complaint in June NO ONE has called meI would like to speak to someone on the phone.My number is ###-###-#### or my cell ###-###-####I am available M-Su 9am to 5pm eastern time (I'm in New York USA)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The following email was sent to *** on **Sep16:Dear ** ** ***We've received an email from the Revdex.com, asking us to look into the issues you've raised about a journey you and your partner travelled on in October 2014. Firstly, I'd like to apologise
for the delay in my response.As a member of our Executive Club, I realise how frustrated you must be, as it's almost two years since you travelled and your complaint remains unresolved. I've looked into this for you and I hope I'm able to clarify some points and answer your complaint.As you're aware when you make a booking and use your Avios there are certain terms and conditions attached to the ticket. One of these conditions is that when tickets are sold, depending on the length of the journey, they are sold in zones. The original ticket you purchased, Phoenix to Nassau, is classed as a zone ticket. When you called us to cancel the Phoenix to Miami flight and leave your booking as Miami to Nassau, it would change the zone to zone 1. Unfortunately this is not possible and you were advised of this when you called on ** September.The only option at that time would have been to cancel your booking and rebook a flight from Miami to Nassau. There are no notes in your booking or your girlfriend's booking stating that you requested this option. It is also part of the conditions that you must travel on all flights in the order that they appear on your ticket. If a customer doesn't travel on them in order then the remaining flights, after the missed one, are cancelled. I can see from your bookings that on ** October, an agent called Kenny has amended your booking so you could still use the Miami to Nassau flight. He has noted that this was done as a gesture of goodwill as you'd experienced some issues. He also mentions a refund was going to be processed and a corresponding amount of 9,837 Avios was redeposit back into your account on ** October 2014. As far as I can see there is no other refund due back to you. Unfortunately we were not able to change your booking prior to your travelling and you were only allowed to travel on the flight as a gesture of goodwill.I hope you find my email helpful and it answers your complaint. We look forward to welcoming you back on board on ** September. If you need any further assistance, please don't hesitate to contact me. Best regards Lyndsey B***Senior Service Recovery Executive*** *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Unfortunately, I am still not happy with the resolutionI do accept the voucher, but I am not entirely happyAnd I want this fact to go on record, especially that British Airways already told me in their last response that they are dropping any further communication with meWell, they failed to resolve this very simple issue to my complete satisfaction.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The following email was sent to *** on **Oct17: Dear ** ***We've been contacted by the Revdex.com regarding the problems you've experienced with your Executive Club account being locked and placed under audit.Firstly, I'd like to apologise for the time
taken while we've carried out our investigations. As explained in our email to you dated * August, British Airways constantly reviews transactions on the Executive Club members’ database, to ensure compliance with the Terms & Conditions of the scheme and to protect our members. As a result, your account was placed under audit by our Asset Protection team.I do accept you were also advised this would be resolved within days, and sadly the time taken to carry out our investigation went beyond this. However after speaking with Asset Protection, I'm pleased to advise your account became active again from * October.Should you have any problems using your account, or have any other questions or queries regarding this matter, please don't hesitate to contact me.Best regards Michael W***British Airways Customer RelationsYour case reference is:***

The following email was sent to *** on ***:Dear ** ***Thanks for replying to the Revdex.com about your recent complaint. I'm sorry you remain unhappy with my responsesAs previously stated, we're only able to add Avios to an account once instructed to do so by the partner. Please follow this up with the *** *** ** *** as they're best placed to investigate this furtherIf the *** *** ** *** finds that you are entitled to further Avios, they will need to contact us accordingly and your account would then be updated in due course. Thanks again for taking the time to follow this up with us. Please don't hesitate to contact me if there's anything else I can help you with Best regards Danielle D***Senior Service Recovery ExecutiveYour case reference is:***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
British airways is supposed to handle the miles and now they are pushing to someone else (they are the one awarding the miles to me not British airways holidays) and I received this email from them a while ago and haven't heard back from themAll they need to is to credit me back the miles that was taken from my account due to boot properly showing their terms and conditionsIf it was shown properly I will have made other choices
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:The airline reps have not accepted any of the reasonable proposed solutions as "Customer Satisfaction"Seems like they do not have anything for customer satisfaction at all. I understand that I bought a ticket from an agent, this doesn't mean that I am flying on an Agents personal airline serviceIf this is such an issue, why do you guys even have agents to see tickets? This is just unacceptable.
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

The following reply was sent to *** on **Mar16: Dear ** *** Thanks for letting us know what happened when you tried to call us about your upcoming flight from San Jose on ** June. I completely understand how frustrating it is when you need to speak to
us and you can’t get through, especially as you had to wait so long to get through. We know it’s really important that we’re there for you when you need us and there are times when you have to speak to us. I’m so sorry we didn’t offer you the service you expected and I absolutely agree we let you down. We work hard to make sure we have enough staff members on duty to answer calls, but during busy periods, it can be hard to predict how many calls we’ll receive. We reply to letters and emails as well, so you might want to consider writing to us in future if you can’t get through. This means we need some of our agents to focus on any written correspondence sent to us.I'm also concerned to read that you had problems using your Avios for a flight to Athens. I understand why you’re disappointed, especially as this isn’t the first time this has happened. I’m sorry you feel let down. We offer a limited number of Avios seats on every route, however on some busy flights we sell these seats almost as soon as the availability is released. We normally suggest you keep checking online, as our customers often have to change their plans, which affects the availability. As our booking system is live and globally used, availability fluctuates from day-to-day, sometimes even in the same day. We’re constantly reviewing our policies and we’ve made a lot of changes to the way you can use your Avios because we know it can be difficult at times. Most of these changes have happened as a direct result of customer feedback, so we really appreciate you taking the time to let us know how you feel. I’ve passed on your comments to our Revenue Management team and I know they’ll value your insight. Thanks again for getting in touch with us and I hope I’ve been able to explain our position. Your support is appreciated as a Blue member of our Executive Club and we look forward to welcoming you on your upcoming flight to London Heathrow on June with us. Please feel free to contact me directly by using the blue link below if I can help you with anything else.Best regards Rajanikant T***British Airways Customer RelationsYour case reference is:*** Please use the following link to send us a reply and quote your case reference *** in any correspondence with us: *** *** ** *** *** *** *** *** *** ***
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The following email was sent to *** on **Dec16:Dear ** ***We've received an email from the Revdex.com on your behalf about the problems you experienced when travelling with us from Barcelona to San Francisco via London Heathrow on the ** November 2016. I'm sorry
for the delay in getting in touch. Following receipt of their email I've been asked to review the details of the case. Thanks for letting us know what happened to your hand painted art work, I can appreciate how annoyed you must have been when you realised it was damaged.I'm sorry for the initial response that we have sent to you confirming our policy about fragile items and the recommendation that they be packed in hand luggage. I realise this would have only added to your frustrations taking into account that you had already advised us in your claim details that the items were packed in your hand luggage, and you were made to check this in. In these circumstances I'm happy to pay your claim for the damaged items, thanks for sending the receipts confirming the amounts. Our preferred method of payment is bank transfer, can you please send me your bank name, account number and routing number. You can send this using the blue link below to reply directly. I'm sorry this wasn't resolved straight away for you. I look forward to hearing from you with the requested information. Best regards Karen S*British Airways Customer RelationsYour case reference is:***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am sorry but your response does nothing to allay my concernsIn addition to the hardship we had to encounter due to changed schedules, BA has really not even shown a willingness to TRY to work with the passenger nor shown any good will whatsoeverThe way this has been handled leaves a LOT to be desiredIn fact, during the conversation with the BA customer service agent that helped reschedule our flights, the agent promised that the customer relations will be able to support a resolution in a good way to our satisfactionYou are welcome to listen in to that conversation on your recorded system.I would like to appeal to BA again to reconsider this determination.Thanks*** ** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
*** ***, Thank you for responding to the Revdex.comand acknowledging that Carol S*** was who cancelled the entire reservation I have been a member with British Airways for quite a long time and I have never had a situation like this beforeIn fact, I have had situations where I had to cancel my booking with the hour window but this time, when I called BA, I got an answering machine that stated "due to the computer issues we are having , we are unable to take your call at this time, please leave you name and phone number and we will call you back as soon as possible"The answering machine has been acknowledged by the British Airways RepresentativeI left TWO messages specifying why I am calling and continued trying to call for the next hoursAfter the hours had passed, you are correct that the representative told me that they are unable to make any changesI did try again and did tell them about the hour format but I also told them that I had left two messages to change this within the hour window as I had received the email for the reservation right away and noticed the issueHaving said that, please answer the following questions for meWhy did NO ONE from British Airways call me back when I called within the hour window to make the change???? When Carol S*** cancelled the reservation, she assured me that all my points and applicable taxes will go back to my account, why did this not happen and we are still talking about it over one month after it happenedI need British Airways to take responsibility for this as you can check my profile as I have never had this happen beforeI am beyond words as to why British Airways did NOT call me back!!!!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The following email was sent to *** on **Oct16: *** *** ***Thanks for coming back to us. I'm sorry you're unhappy with my response.If you made a booking with American Airlines and you had a service failure, while seen to be in the care of British Airways, then we would expect you to contact us to have your complaint investigated, which we'd be happy to do.As advised in my previous email, we are unable to provide an explanation as to why your son wasn't provided with adequate assistance before a flight that wasn't operated by British Airways. Only the operating carrier can provide you answers to these questions. As the operating carrier on this occasion was American Airlines, you'll need to follow this up with them directly.If you had issues regarding the booking of your son's flights, then as the booking agent, we would be happy to investigate this for you. However from reviewing the correspondence you've sent us, it appears your complaint is only about the service provided at the airport.I really am very sorry we've unable to assist with this matter further. Thanks for taking the time to contact us, and for giving me the opportunity to respond. Best regardsMichael W***British Airways Customer RelationsYour case reference is:***