HomeCraft Construction

The following email was sent to *** on **Aug16:Dear ** *** We've been contacted by the Revdex.com on your behalf. I'm sorry about the problems you had when you amended your booking for you and your family to travel with us in Club World to
London Heathrow on ** August. Please accept my apologies for the delay in contacting you about this.I'm concerned to hear you were unhappy with the service you received from our staff when you contacted us by phone to change your booking. I can see from our records you called us on ** June to amend your booking, as you decided you and your family would only travel from Toronto to London Heathrow on ** August. I realise you no longer wanted to include the flights in your itinerary to travel to Edinburgh on ** August, or the return flights from Dublin via London Heathrow to Toronto on ** September. I can confirm your booking was amended as you requested, and I'm very sorry our staff didn't explain to allow time for your tickets to be reissued.When a change is made to an itinerary and the tickets need to be reissued, our staff follow a process to send the booking to a dedicated team to arrange this. I've checked your booking and I can see it was forwarded to the correct team. However, it can take some time to complete the reissue of the tickets, which depends on how many bookings are waiting to be actioned. Please accept our apologies for any upset this caused you at the time.Your booking was picked up by our team on ** July, but the tickets couldn't be reissued as the credit card details were incorrect. I know an email was sent to you about this, and you called us as requested to provide your credit card details again. Your credit card details were updated in our system, and your booking was passed to our team to reissue your tickets. I appreciate you contacted us again for an update on your tickets as you were worried you hadn't received an email confirmation for the change to your booking. It isn't acceptable that you should have to contact us so many times about this, and I'm very sorry.Unfortunately, there was a further delay in reissuing your tickets as we didn't have the details of the three digit security number from the back of your card. Without this information we were unable to complete the refund to your account, or the reissue of your tickets. I completely understand how frustrated you must have been about the problems you experienced, and I'm so sorry you felt let down on this occasion. I realise you've mentioned you hadn't yet received your refund as promised. I can confirm a refund of CAD was arranged to your account on August when your tickets were reissued. Once again please accept our sincere apologies for the inconvenience that was caused to you. We value the continued loyalty of you and your family, and we look forward to welcoming you all on board a flight with us again very soon. Best regards Angela D*** *** *** ***
*** *** *** ***
*** *** *** ***

Below is our last email to the passenger. Nothing further will be on this issue - eVoucher given in the same amount she was charged for a change fee as a goodwill gestureDear *** ***In response to the latest letter we received from the Revdex.com dated ** April. While I appreciate the attachment you sent from the Munich airport, I am afraid our position has not changed. We cannot refund the change fee because it was a valid charge. As mentioned in my previous emails the eVoucher needs to be redeemed by the expiration date but travel can be up to months later. Also, you can use it towards the purchase of a British Airways ticket for a friend or family member if you are unable to use it. This eVoucher is being offered to you as an exception and a goodwill gesture, please accept it in the spirit it was intended. Please note that there will be no further correspondence regarding this matter as we consider your case closed. Thank you for contacting us. We truly hope you will use the eVoucher offered for future travel on one our flights. Yours Sincerely Antoinette A***British Airways Customer RelationsYour case reference is:***

The following email was sent to*** on **Jul17:Dear ** *** Thanks for letting us know what happened when your family travelled from Philadelphia on ** July. I’d like to look into the problems you’ve told me about, however under the Data
Protection Act within the UK, I’ll need written confirmation signed by ** *** *** so you can deal with this matter on her behalf. Please send your letter to the following address: British AirwaysCustomer Relations USA ** *** ***
***
** ***
*** If you prefer, you can fax it to us on: ** *** *** ***. It would be helpful if you could include your case reference number on any letters you send us. Thanks for your patience and I look forward to hearing from you so we can begin our investigations. Best regards Laura M*** *** *** ***
*** *** *** ***

The following emails were sent to *** ** *** * ***
*** ** ***I am following up on an email that I sent to you on ** May, which I have copied below for you. Please respond at your earliest so I can look into this matter. Thank you
////////////////////////////////////////////////////////////////////////////////...⇄ ** ***We have been contacted by, the Revdex.com on your behalf regarding an infant ticket purchased and the fare you have been charged. In order to investigate your claim we need the ticket number in question and flight details, as this information was not included in your correspondence. Please forward your details to us by email at *** and in the subject field include your case number ***. We look forward to hearing from you soon. Best regards Antoinette A***British Airways Customer Relations***Your case reference is:

The following email was sent to *** on **Aug16: Dear ** ***Thank you for your patience while we investigated your claim.A refund has been processed to Visa card ending with *** for your pre-paid seating.Thanks again for getting in touch and I hope we’ve managed to explain our position. We've also responded to the Revdex.com to explain this to them. I hope we'll be able to welcome you on board a British Airways flight soon. Best regards *** ***British Airways Customer RelationsYour case reference is***

The following email was sent to *** on **Feb16:
Sent: ** February 14:
To: '***, ***'
Subject: Case reference ***
Dear ** ***,
Thank you for your further emails regarding case ***Your case and the contents therein have been assessed and reviewed
Unfortunately, at this point, we are unable to offer any further comments and our position will not changeYour case was handled by David B*** in my team who dealt with your individual issues as and when they were raisedIn addition to this, you separately contacted Jon R*** who replied on ** February reiterating what you had been informed of previously
Whilst we understand that you are disappointed, we are only able to continue our apologies and repeat the information you have been givenThere is nothing further that we are able to add, therefore, we will not be responding to any further correspondence on this matter
Yours sincerely,
Paul K***
Chairman’s Office Team Leader

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and would consider this as resolved once I receive the payment from British Airways.Attached is the receipt for the laptop purchase, as asked, and request to process the payment to the same *** *** ***
Sincerely,
*** ***

The following email was sent to *** on **May15:*** ** *** *** *** ** *** *** ** *** *** *** *** **
*** *** *** *** ** ** *** *** ** *** ** *** *** ** ***
** * *** *** *** *** *** ** *** *** ** *** *** Dear **
***Thanks for getting back to me and I apologise for my prior misunderstandingIn this circumstance you shouldn't have needed to pay the USD cancellation fee as the flight change was out of your control. In this circumstance I'm able to send the cancellation fee back to you directly by bank transfer. This means I can get the money to you a lot sooner than if it went back through the refunds processThe 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 *** *** ***
***. 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.Please reply to me using the blue link below and I will arrange for the money to be sent over to youI look forward to your response Best regards
*** ***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:***
*** *** ***
***
** *** *** * *** *** *** *** *** ** *** *** *** ***
*** *** *** *** *** ***
***
***
*** ***
***
*** *** *** *** ** *** ** *** *** *** * *** *** ***
*** *** *** *** *** *** *** *** *** *** *** ***
*** *** ** *** *** *** *** *** *** *** *** **
*** ** *** ** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** ** *** ** *** *** *** *** ***
*** ** *** *** *** ** *** ** ** *** ** *** *** ** **
*** *** *** ** ***

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:
No mention of finding out who I was referencing was made nor response to compensation by way of miles.
Sincerely,
Chris N***

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 The company has finally refunded my money, days after the fact.
Sincerely,
*** ***

*** ** *** ***Dear ** *** Thanks for coming back to me yesterdayI appreciate you'd rather receive a gesture in the form of Avios. Therefore, I've cancelled the request to send you High Life Shop vouchers in the post and instead, I've added 10,Avios to your Blue Executive Club account. Please accept these with my complimentsIf there's anything else I can help with please use the blue link below to reply. Best regards Nikole A***Senior Service Recovery Executive 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:
Dear ***,Thank you for contacting me, I guess it's better late than neverPlease excuse my sarcasm, but I'm quite disappointed and annoyed, to say the least.Allow me to go in order:"they are sold in zones..." is totally irrelevant, and no, I was NOT advised of this when I called on September **.Next:"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 thatyou requested this option." The are no notes because I was NOT suggested to do so, nor was I in any way made aware of such 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." Our flights from MIA to NAS was NOT cancelled, because of Kenny's 'goodwill gesture'As far as I'm concerned, this goodwill gesture as you (BA) call it cost me all my avios.Why would I agree to lose all my avios NOT to fly PHX to MIA? How can it be called goodwill gesture, when I could have easily cancelled the trip, per your aforementioned conditions (but NEVER advised over the phone)?What person with the slightest common sense would agree to let his or her avios go to waste, when they could have just told kenny "you know what, upon your advice, I think I'll go ahead and cancel the trip, SAVE my avios, and re-book another fight MIA-NASI know you know exactly my girlfriend and I would have done so, there would have been any other possible explanation/reason not to.So no, I don't find your email helpful in any wayInstead, I find it rather frustrating, borderline insultingTelling me what already had happened "...a refund was going to be processed and a corresponding amount of 9,Avios was redeposit back into your account on ** October 2014" is called stating the obvious, and does not help my issue whatsoever.I thank you *** once again for reaching out to me, but I find myself forced to try to solve this issue other ways.Regards,***
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:
Thank you for the quick responseI had arrived at the airport for my 4:flight and the customer service agent at the check in informed me that my luggage would probably not be able to make it onto the plane for this flightWhen I informed her that I was double booked she told me I should take the later flight (photos of my ticket uploaded above) as it would give them enough time to get my luggage onto the planeThis is why I was not on the 4:flight.
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 **Apr17:Dear ** ***Thanks for getting back to the Revdex.com about your cancelled flight to London Heathrow on March. Please accept my apologies it's taken longer than expected to contact you about this.I'm concerned to hear you're disappointed with our previous response. I understand you've explained you feel the gesture we've offered you both isn't acceptable for the amount you were out of pocket. I'm sorry for any upset this has caused, but this is a gesture of apology and not compensation.I'm so sorry we were unable to offer you both alternative flights to travel on a different date, especially as it was such a special trip you had planned. I'm aware this was the reason why you requested a refund of your original tickets. I appreciate you also remain unhappy that we're unable to cover the costs you've claimed for the out of pocket expenses from this trip.I know you've mentioned you asked to speak to our Duty Manager at Houston airport, but they didn't come to speak to you. I'm sure you had questions which you wanted to ask at the time, and I'm very sorry we couldn't answer them for you. Please be assured this will be fed back to our Airport Manager so they're aware how you felt about this.I realise you're requesting we consider offering you and Ms M*** complimentary tickets to Paris for a future flight to travel with us. I'm unable to meet your request for this. However, if you're happy to accept our offer of an eVoucher for $each please let me know, and I can arrange them for you both.Thanks again for contacting us about this. We continue to value your support as a Blue member of our Executive Club, and also the loyalty of Ms M*** travelling with us. We look forward to welcoming you both on board a flight with us again in the future. If you need any further assistance you can contact me directly via the blue link below. Best regards Angela D***
*** *** *** ***
*** *** *** ***
*** *** *** ***

The following email was sent to *** on **Jun15:*** ** *** *** *** ** *** *** ** *** *** *** *** **
*** *** *** *** ** ** *** *** ** *** ** *** *** ** ***
** * *** *** *** *** *** ** *** *** ** *** *** Dear
** ***Thank you for your patience whilst I investigated your complaint regarding the assistance provided during your connection in London Heathrow on ** June. Please accept my apologies for the delay in replying to you. I'm sorry to learn you were unhappy with the assistance you received. I know you expected a high standard of service when you were travelling with us, and I regret you've been left unhappy on this occasion.You explained you called us, requested assistance online and also when checking in, reiterated your request. I understand you suffer from arthritis and your knees and legs are painful, which is why you requested assistance between the terminals. You advised in your email you wanted a wheelchair to collect you and take you to Terminal 3, for your connection to Barcelona. When you’re travelling within the EU, the airport authority is responsible for the care of our customers who need disability assistance. They offer numerous services, depending on the level of assistance you require.The level of assistance you requested, indicates you're unable to walk long distances, but can manage steps and walking to and from your seat on board. This service does not include an escort on the transfer bus, which takes you between terminals.I've spoken to the team in London Heathrow regarding your experience, and they've provided me with a report, confirming the assistance they provided you with on the day. They've confirmed you were met and taken to the Flight Connections Centre by buggy, where you were assisted on to the bus, which took you to Terminal 3. A call was made to the team in Terminal to advise you were on your way and for them to meet you off the bus.While a call was made, you must make yourself known to the team at the drop off point, and unfortunately, there's no record of you doing this. If you missed the staff when disembarking the bus, there are numerous assistance points, which would have been able to help you, however, I understand you made your own way to the departure gate.According to the US Department of Transportation part 382, section 91, as a carrier, you must provide or ensure the provision of assistance requested by a passenger with a disability, or offered by carrier or airport operator personnel and accepted by a passenger with a disability, in transportation between gates to make a connection to another flight. As previously advised you were offered assistance off your flight from San Francisco and to the connection bus, but when you arrived in Terminal no one was made aware of your request for assistance.Although not in violation of this regulation, I fully appreciate your frustration, but I'm sure you'll understand that you need to make yourself known to the staff in order for them to assist you. I'm so sorry you were left in pain and were uncomfortable for the rest of your journey.I'd also like to apologise the staff member you spoke to was yawning throughout your conversation. This is certainly now what we expect and I will ensure this is fed back.While I understand your reasons for asking, I'm afraid we won't offer a gesture for the issues raised, as you received the requested assistance. I regret to disappoint you.Once again please accept my apologies and thank you for your time. If your complaint is still unresolved, you have the right to file a formal complaint with the US Department of Transportation, Aviation Consumer Protection Division. We value your support and I hope we can welcome you on board again soon. If I can help with anything else, please feel free to email me.Best regards*** ***
*** *** *** ***
*** *** ***
***Please use the following link to send us a reply and quote your case reference *** in any correspondence with us:*** *** ***
***
** *** *** * *** *** *** *** *** ** *** *** *** ***
*** *** *** *** *** ***
***
***
*** ***
***
*** *** *** *** ** *** ** *** *** *** * *** *** ***
*** *** *** *** *** *** *** *** *** *** *** ***
*** *** ** *** *** *** *** *** *** *** *** **
*** ** *** ** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** ** *** ** *** *** *** *** ***
*** ** *** *** *** ** *** ** ** *** ** *** *** ** **
*** *** *** ** ***

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:
Dear **,Thank you for taking the time to review this complaint in detail Your response has left me with more questions than answers I have never had a problem adding an infant to an existing ticket either by phone or in the airport on the day of the flight with other airlines, and your reply makes it seem like this mistake in issuing an infant a one-way ticket on a family reservation is our fault and our fault that we did not catch it in the moment it was issued It never occured to us that it could be possible that an agent would issue such a ticket to a family with a round-trip reservation It just defies common sense We take it that you will not be offering us any further compensation for this mistake and all the hardship that it has caused us I accept your offer of a partial refund with deep reservations and disappointment However, I will be writing a fully detailed and critical review posted publically on the Revdex.com website because this issue was not resolved in the way that I asked
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 **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 **
***Thanks for taking the time to contact us. I'm sorry to hear you've not received the refund you requested, I realise how frustrating this must be for you. Please accept my apologies for the delay in contacting youI understand you cancelled your parents' booking within the hour cooling off period, as you found a better deal on our website. As you cancelled your booking with hours of making it, you're right to expect a full refund within seven to ten working daysOur Refunds Team have recently experienced larger than usual volumes of work and it's unfortunately taking longer than we would like for them to process refund requests. Our Senior Management team have arrange for extra staff to be recruited into the team so they can soon return to their usual high standard of service. Please accept my apologies for any inconvenience this has caused youAfter speaking with our Refunds team, I can confirm two refund were arranged on ** June. A refund of *** was processed for booking *** and *** for booking ***. Once the payment has left us, it can take up to working days for you to receive it, depending on your bank accountThanks again for letting us know what happened. Once again, I'm truly sorry it's taken longer than we would like to arrange your refund. I do hope we can welcome you on board in the near futureBest regards*** *** *** *** ***Your 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:http://www.ba.com/yourquestions***LEGAL INFORMATION***This email was sent to you by British Airways Plc - *** *** ***, *** *** *** *** ***. (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

The following email was sent to *** on ***:*** ** *** *** *** ** *** *** ** *** *** *** *** **
*** *** *** Dear ** ***Thanks for your telephone call on ** August. We also received an email from the
RevDex.com on ** September regarding your concerns. Please accept my apologies for the time it's taken me to respond to you.I'm sorry to learn you and your family were not able to board flight *** from Istanbul on ** August. I appreciate this had a serious impact on your travel plans.Our records show you and each of your family members were issued with boarding passes at 05:00 GMT. *** was scheduled to depart at 05:50 GMT, but the boarding gate would close at 05:30 GMT. I'm afraid our records show you did not arrive at the gate in time.It's very important that we operate our flights as scheduled, so this does mean each flight must depart on time. If we wait for late customers, we risk losing our take-off slot and, consequently, our landing slot. London Heathrow is an especially busy airport and, as your flight was due to arrive there at 10:00 GMT, our staff could not risk waiting for you.I appreciate you were told you could not board the bus to the aircraft because it was full and that another would arrive. Enough buses would have been booked to ensure all customers reached the aircraft in time. I can only reiterate that, had you reached the gate in time, you would have been able to board the flight. I regret I'm not able to comment on the service provided to another customer. However, please be assured I've passed your concerns about the handling of this situation to our duty managers in Istanbul. While I understand your reasons for asking, I'm afraid we can't reimburse you for the costs you incurred as a result of missing this flight. I know this isn't the answer you were hoping for and I'm sorry. However, I've passed your original booking *** to our Refunds team. They will process any refund due based on the fare rules associated with your ticket. Thanks for bringing this matter to our attention. Despite this experience, I hope we can welcome you and your family back on board in the future. Please let me know if I can be of any further help.Best regardsJoy C***Senior Service Recovery ExecutiveBritish 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:***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***This email was sent to you by British Airways Plc - *** *** ***
*** *** *** *** ***. (To find out more, click here ***)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 ** ***Following contact with The Revdex.com and the US Department of Transportation we have reviewed your complaint again, including your most recent email with care and sensitivity. 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. We do understand that there are times when, often for good reason, our customers need to change their travel plans. When you book your tickets and you're absolutely sure of your plans, then we do have some very good value Club World fares. But these often have restrictions on making changes or cancellations. Our flexible fares are more expensive but less restrictive.The tickets you purchased were restricted Club World Advance Purchase Return tickets with a fare each of €3,plus taxes, fees and carrier charges. The standard fully flexible Club World fare from Sofia to San Francisco is €3,one-way or €7,return plus taxes, fees and carrier charges.When booking tickets using ***, the tickets rules are clearly displayed during the booking process and the customer has to confirm they are fully aware of these before being allowed to proceed to the payment option. As both tickets were purchased by yourself, you would have been fully aware that neither ticket was refundable in the event of cancellation before agreeing to purchase them. By continuing with the purchase you agreed to the restrictions on these tickets.When a cancellation is made online, the website will advise if any money is owed and this will be refunded to the card used to made the booking. As we had already informed you of the ticket rules prior to purchase, then you should have been fully aware whether a refund is due on cancellation. The cardholder also has to agree whether they want to continue with the refund or not. This allows the cardholder the opportunity to contact their local British Airways office for clarification before proceeding with the cancellation.I am sorry to disappoint you but there are no further refunds due on your tickets, as the fare you purchased was non-refundable. I understand you have received a refund of the applicable taxes, fees and charges for the unused return portion of your tickets.I realise as valued members of the Executive Club, you feel discretion should be applied to this situation, to show your loyalty is important to us. As a goodwill gesture, I have arranged for you to have two separate eVouchers in the amount of USDeach for a total of USDPlease accept these eVouchers with my compliments.Your eVoucher detailseVoucher number: *** eVoucher surname: *** Value: *** Expiry: 08/**/2016 AndeVoucher number: *** eVoucher surname: *** Value: *** Expiry: 08/***2016 Your eVouchers can be used as full or part payment towards a British Airways flight booking, excluding bookings made with ***, with On Business points or with shareholder discount.These eVouchers are personal to you and are not for resale or transfer. Please note that you can make a booking for someone else using the eVouchers.Only one eVoucher can be used per flight booking.When making a booking online please enter the surname exactly as it appears above.For full terms and conditions and further information on how to use this eVoucher, please go to: ***
* appreciate this is not the answer you were hoping for. We do value your business as an Executive Club member, and I hope you and your wife will be joining us on a British Airways flight again in the near futureBest regardsIan S*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]
I originally purchased my ticket from *** ***, I was still out of the country in their stated day window, when I returned back to USA I sent an email to the company for which I purchased my ticket*** *** took well over a week to respond to my complaint to which they then forward to another department who took another few days to call me and inform me that I needed to reach out to British Airways about my complaintThese means I was well outside of my timeline to file a compliantI do not agree with the day window, and the fact that British Airways is not even willing to attempt to fix the situation that took place is not acceptable to me at allthis issue is not resolvedI did not get travel insurance because having my items stolen from my bag at an airport that should have pretty high screening measures, and security is unimaginableThe violation you feel when you have put your items in the hands of company you believe to have hired employees with a sense of morals and values, and then to have items stolen from you.
British Airways have not attempted to resolve this issue but push the problems back to the consumer.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ** ***