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The following email was sent to *** on **Feb17:Dear ** ***Thanks for contacting the Revdex.com about your flight from Oslo on ** January. I'm very sorry for the delay in responding to you and I'm disappointed to read we haven't yet fully addressed your
concerns.I'm particularly concerned to learn you were denied boarding, due to your flight being oversold. I'm very sorry about this and for the inconvenience we caused for you and your children, especially as we had to rebook you for the following dayThere are occasions where our customers make a booking and then don’t turn up for their flight. We have an overbooking policy, which helps us avoid flying with empty seats and means we can keep the cost of our fares down. Ultimately this means we can fly a lot more passengers to their destinations. We collect data about how many people don’t turn up for each flight and we use this information to tell us if we should book more passengers than there are seats. I’m afraid we do get it wrong sometimes and more passengers might turn up for their flight than we expected. I'd like to assure you that we constantly review our policies to minimise the risk of this happening on future flights. I'm disappointed to read our staff in Oslo were unable to provide you with any compensation and that you were assured we'd contact you to arrange it. I can see this hasn't happened and I'd like to apologise for this.The compensation you're entitled to is either an eVoucher for €or a cash amount of €600.00. These amounts are per passenger and will be converted into your local currency. You can put an eVoucher towards future flights with us and it will be sent to you by email, where as cash compensation will be sent to you by a bank transfer. You can let me know which you'd prefer by replying to this emailIf you would like your compensation to be in the form of cash, 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) Thanks again for contacting the Revdex.com about your complaint. I've told our Senior Management team about what happened. I know they'll also be disappointed to read about your experience, however they will appreciate your insightI look forward to hearing back from you soon Best regards Danielle A***Senior Service Recovery Executive British AirwaysYour case reference is:1***

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.Thank you very much for your assistance
Sincerely,
*** ***

The following email was sent to *** on **Jul17:Dear ** ***Thanks for contacting us about the Avios rewards missing from your Executive Club account, following an online purchase you made in March with ***. The Revdex.com (Revdex.com) have also contacted us, thanks for making them aware of your concerns and I apologise you felt this was your last resort.I'm sorry for the time this has taken to investigate, as I'm aware you haven't received a personal update from us since May 2017. In line with our process, I have kept the Revdex.com informed of our investigation into the complaint you made, after we were contacted by them on ** June. Regrettably it's taken longer than expected to get the answers you were looking for, and I realise this will have left you feeling let down.When you took advantage of the Avios promotion available in March 2017, the transaction was processed by Gate 365. Thanks for sending us the email chain between yourself and Gate 365. I attempted to contact Gate 365, including the agent you were personally dealing with, however, Gate no longer exists. This is now the Avios eStore, who were also initially unable to resolve your complaint as they couldn't trace the transaction you made. Our Executive Club were also unable to trace the transaction you made.I escalated your complaint within our Management teams, and after further investigation we found the transaction you made with our supplier wasn't properly tracked via the eStore. This was because the last click you made online during this transaction was not through the eStore. We can however, see that you visited *** via the eStore on the date you provided. Therefore, we have credited your Executive Club account with the Avios you should have received at the time during the promotion. This can take up to hours to show on your account.As a genuine gesture of goodwill for the length of time this matter has taken to resolve, I've added an additional 3,Avios to your Executive Club account which will show on your statement within hours. Please accept them with my compliments.Thanks again for taking the time to bring this to our attention, and for giving me the opportunity to resolve your complaint. We greatly value your loyalty and support as an Executive Club member, and I sincerely hope we have the opportunity to welcome you on board a British Airways flight in the near future. If I can help you further, please use the link below to come back to me directly. Best regardsZoe M***Senior Service Recovery ExecutiveBritish AirwaysYour case reference is:***

The following email was sent to *** on **Aug17:Dear ** ***Thanks for contacting us about your flight to San Francisco by email and via the Revdex.com. I'm really sorry that your flight was diverted to Vancouver due to an issue with the fuel pump.
I'm especially sorry for the way that the situation was handled in Vancouver, leading to you having to book a ticket with another airline to get to San Francisco. Please also forgive the delay in getting back to you. Safety is always our number one priority. We simply couldn't continue on to San Francisco safely, so had to land to assess the problem. Unfortunately our engineers assessed the issue and decided it couldn't be repaired in a timely enough manner. In a situation like this it's common for the information we are getting about the flight to change quite frequently, so we try to only give you details that we feel are relevant and that you'll find beneficial to your journey. However, the rebooking of our disrupted customers should have been handled much better, I absolutely agree we didn't offer you the service we should have. We’re very grateful you’ve taken the time to let us know what happened, and I'll make sure this is fed back to our Customer Experience teamPlease could you send me the receipt for your replacement flight, and I'll assess this part of the claim as soon as possible. You can use this link to upload the receipt:*** You're also entitled to compensation under EU Regulations. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with EU legislation. This means you’re entitled to €in compensation.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 *** *** *** ***. 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.Thank you again for contacting us about this, and I look forward to hearing from you soon. Best regards Nigel S*Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is: ***

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,
*** ***

Response forwarded to business under separate cover:May, ** Dear Sir/Madam Thank you for your response forwarded to me by New York's Revdex.comI appreciate that you've taken the time to look at my complaint, and have finally issued a response that actually addresses or at least summarizes the reason why I have initially got in touch, rather than simply providing a form/generic responseI appreciate your generous offer of High Life Shopping VouchersHowever, I would rather prefer the same amount in the form of comparable Avios Miles (BA Blue Account: ***) or as a British Airways E-VoucherThis is because, again, due to my religious requirements, I'm limited to what I can purchase on-boardAlternatively, I'd be happy for British Airways to donate to a charity of my choice insteadI look forward to hearing back from you, and hope that the onboard experience on June, ** will be better than that on the groundKind 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 find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

The following email was sent to *** on **Mar17:Dear *** ***We have been contacted by the Revdex.com about your complaint and I've been asked to review this for you. I'm so sorry to hear that your mother-in-law's luggage was delayed when she travelled with
us from Nigeria to the United States via London on ** September 2016. I can appreciate how disappointed she must have been when she arrived at Philadelphia and was unable to collect one of her bagsWhen a bag is delayed we do all we can to arrange to have it delivered as quickly as possible and I'm sorry to hear that things went wrong this time. I don't underestimate how inconvenient it must have been for *** *** to be without her belongings and apologise for the impact this had on the start to her vacation. I can only imagine how upset she must have been when the bag was delivered to her and there were items missing. You mention that you made a claim for these items and your disappointment that the claim was rejected. I've reviewed the information we have about this and can see that we emailed *** *** on ** November confirming that we were unable to accept her claim as she had notified us of the missing items too late.My colleague did advise *** *** that you must notify us within seven days of the date of the delivery of the bag, this however relates to damaged bags and items. We do allow our customers days to notify us of missing items or bags. This is mentioned in our General Conditions of Carriage which *** *** would have accepted when she made her booking, so I’m sorry if she wasn't aware of thisI've taken this into account when looking at the information again. *** ***'s bag was delayed following her journey on ** September 2016. Our tracing report shows that the bag was delivered to her on ** October 2016. We received notification of the missing items from her bag on ** November 2016. As this was more than one month after the bag was returned, I’m afraid this means we can’t accept the claim. I realise this is not the answer you were looking for and I'm sorry to disappoint you.I do hope this explains things for you, and *** ***. Thanks for taking the time to follow this up. I can see that *** *** did return to Nigeria on ** February and do hope that her journey went smoothly. If I can help with anything else please don't hesitate to contact me via the link below.Best regards Karen S*British Airways Customer RelationsYour case reference is:***

The following email was sent to *** on ***:*** ** *** *** *** ** *** *** ** *** *** *** *** **
*** *** *** *** ** **Dear ** ***The Revdex.com has asked us to contact you about your flight to Miami on **
August and the problems you're having with your missing bag. I'd like to start by apologising for the delay in my response.I'm sorry to hear after arriving in Miami you were detained by US Immigration and when you got to the baggage reclaim area, there was no sign of your bag. I don't underestimate your frustration when you tried to report this and there was no one around to help you. We're able to confirm through our records that your bag was loaded on the aircraft and arrived in Miami. Therefore, we would not treat this as a delayed bag. Once a bag reaches the baggage reclaim belt it is no longer in our care, and we have no liability. It is the customer's responsibility to make sure their bag is collected from this area.It's disappointing to hear you were unable to find your bag. I understand from your comments, in the email we've received from the Revdex.com, you're unable to get through to someone at the airport. Have you tried the lost property department, as anything left in the airport terminals should go there. Their contact details are:Telephone number: * *** *** *** or * *** *** ***
Email address: ***It's always possible that another passengers has picked up your bag in error and if that's the case then they should return it to the airport. I realise this may not be the response you were hoping for. If you're unable to locate your bag then I'd suggest that you contact your travel insurance, as you may be able to make a claim through them. Thanks again for contacting us. I hope we can welcome you on board a British Airways flight in the near future. If there's anything further that I can help you with, please don't hesitate to contact me.Best regardsLyndsey B***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 - *** *** ***
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The following email was sent to *** on **Jul17:Dear ** ***I received an email from the RevDex.com on ** June regarding your delayed bag. I'm very disappointed to learn your bag did not arrive in Malta with you on flight *** on
** January. I completely understand how inconvenient this was for you and sincerely regret the impact it had on your carefully planned short stay. I'm sorry you had to spend so much time trying to buy the essential items you needed and that you had to miss out on excursions and special restaurants.Along with many other airlines, British Airways is covered by the Montreal Convention for issues with delayed, lost or damaged checked baggage. We're able to assess claims for items a customer has needed to purchase while they are without their bag. This covers clothes and toiletries. We know it's not always easy for customers to purchase the items they need, but I regret we're not liable for compensation payments related to loss of enjoyment. My colleague Sarah assessed your claim for the items you bought and issued a cheque to you for $121.63, however I know you returned this to us. We would not usually cover the cost of telephone calls customers make to discuss their delayed bag or the cost of travelling to shops. I appreciate this does not add much to your claim, but we are now prepared to cover these two additional expenses of €9.82. This is equivalent to $11.20.Please let me know if you would now like me to send you a cheque for $132.83.I'm sorry, but we cannot reimburse any of the cost of your holiday. Please be assured, this does not mean we do not care about the situation you faced. As an audited company however, we must be consistent and cannot use our discretion when applying the terms of the Montreal Convention. I'm aware you feel you had to constantly ask for updates on the whereabouts of your bag. I'm sorry if the process was not explained to you, but the lack of contact did not mean we were not searching for your bag. Airport staff are alerted as soon as an item does not arrive at its destination and they will actively check any bags they are holding. They also watch for any bag not collected from the carousel and ensure it is rerouted as soon as possible. Once we have any information, or if we have additional questions, we will contact customers. I do appreciate how frustrating waiting is and that it is natural that a customer would want more certainty about when they will receive their belongings. I can only reassure you that, had we had a update for you, we would have contacted you.British Airways, along with other airlines, would not normally offer gestures of apology for issues with delayed or damaged bags. However, as a gesture of goodwill on this occasion, we would like to offer you this eVoucher for $100.00: *** *** ***
*** ***
*** *** ***
*** ** *** ***
If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to: *** I know this is not the response you're expecting. We try to ensure bags are handled correctly but occasionally things do go wrong. Each bag passes through several stages on its journey from cheto the aircraft and this is compounded when flight connections are concerned We carefully monitor this important performance indicator and do react quickly to problems, but I know this does not make up for your experience. I do sincerely apologise. Thank you for pursuing this matter and I am sorry the result is not the one you've hoped for on this occasion. If there is anything else I can assist with, please let me know.Best regards Joy C***Senior Service Recovery ExecutiveBritish Airways Customer Relations*** *** *** ***

The following email was sent to *** on **Nov17:Dear ** ***Thanks for contacting the Revdex.com about your flights from Delhi and London Heathrow on ** August. I'm sorry for the delay in responding to you and I understand why you're unhappy with our
previous response to your complaintI'm very sorry to read your flight from Delhi was delayed en route, which caused you to miss your connection to Reykjavik. Our records show your flight was delayed due to Air Traffic Control restrictions around London Heathrow. I understand how frustrating this must have been for you, particularly as we rebooked you on a much later flight, which was also delayed. As previously mentioned, by the time you reached Flight Connections, there was no longer sufficient time for you and your travel companions to make your connection. Minimum connecting times are set by the airport and not by British Airways, however, I realise this explanation doesn't make up for your experienceIt's concerning you experienced issues with your luggage. I apologise you were left with no clothing or personal items when you arrived in Reykjavik and I don't underestimate how disappointing it must have been to receive your luggage back damaged. I completely understand why you're feeling let down by us, particularly as your laptop was missing from your bagI've taken a look at your receipts for the essential items you purchased and I'm able to reimburse you $629.89. I've arranged a bank transfer for this amount to your First Republic Bank account and you'll receive it within 7-working days In addition to this, I'm also able to reimburse you for your laptop which was missing from your luggage, however, I will need to see a receipt for the laptop. The receipt should state the amount you paid and the date of purchase. If you're unable to send me a receipt, a bank statement will be sufficient. Please send this to***and I will respond to you once I've received it I'm afraid we're unable to cover the cost of the tour which you missed as a result of the delay. I would recommend contacting your travel insurance to claim this cost back and I'll be happy to provide documentation, if you may need it to support your claimAs you didn't report the issues with your damaged luggage to staff at Reykjavik airport when you landed or contact us within seven days of the damage, we're unable to accept your claim. I realise this will come as a disappointment to you, especially as you were on vacation for days and couldn't contact us. I'm very sorry about this, however, our Conditions of Carriage specifically state we need to be informed at the airport, online or by telephone within seven daysI'd like to assure you that we take claims of pilferage very seriously and I have followed this up with the Duty Managers in Delhi, London Heathrow and Reykjavik. Our Senior Management team are also aware of your experience and will appreciate your feedbackThanks again for contacting the Revdex.com and I look forward to hearing back from you soon. Best regardsDanielle A***Senior Service Recovery ExecutiveBritish AirwaysYour case reference is:***

The following email was sent to *** on ***: Dear *** ***We've recently received both an email from the Revdex.com and also an email from yourself, regarding a recent flight from Munich to London Heathrow on ** February. Please accept my
apologies for the delay in getting back to youI'm sorry to hear you faced some problems when you arrived at Munich airport. I understand that due to long queues at passport control, you missed your flight and were charged to change your ticket. I completely appreciate how frustrating this must have been for you especially as the queues were out of your control. I do not doubt the inconvenience this must have caused you, and I'm sorry the airport was so busy at the time you were departing.The checks that are completed when entering the United Kingdom have been made even more thorough, which was a decision made by the UK Border Agency. When the airport is particularly busy, especially at peak times, you might have to wait longer to get to a passport desk. This is something we’re aware of and we’re still trying hard to work out a plan that will help reduce any delays. However, I know this doesn’t change your own difficult experienceI'm also disappointed to hear about the attitude of both the airport and call centre staff. It's concerning to hear they didn't wish to help you and weren't apologetic in any way. Our staff are highly trained and we’re really proud of the service we offer. Our Executive Chairman, Keith W*** ensures our service remains outstanding by regularly observing our team at the airport and at our call centres. So, I’m sorry to hear our staff weren’t as helpful as we expect them to be It’s only through your comments that we’re able to focus on areas where we need to improve. We’re very grateful for your feedback and I've passed your feedback onto our Customer Experience team, who I know will value your insight.Unfortunately, we're not able to refund you for the amount you were charged to change your ticket. While I understand the queues at the airport were out of your control, the responsibility to check in and board the flight on time lies with the passenger. We would always advise our passengers to ensure they arrive in plenty of time at the airport in case of situations like this. I know you will be let down by this outcome however we must ensure we remain fair and consistent to all of our passengers. We really do value your loyalty with us, and I hope we are able to demonstrate the British Airways experience the next time you travel with us. If there's anything further I can assist you with please don't hesitate to contact me directly using the blue link below Best regards *** ***
*** *** *** ***
*** *** *** *** 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***

Tell us why here...Dear ** ***We have been contacted by the Revdex.com once
again regarding your claim. The ticket you had purchased
*** is non-refundable. The base fare you paid was USDand
the taxes were USD687.76. The outbound from Chicago to Bombay was
used. The refund you received of USD110.57 are the refundable taxes paid on the
open coupons for the return portion of your ticket. As your ticket remains
non-refundable, as a gesture we offered you an eVoucher of USDto offset
the loss of your return coupons. We have reviewed your claim again and as mentioned in an earlier email you
were sent on ** July. Your *** *** can't be used as an exemption from
having a UK transit ***. In these circumstances it does also mean that you
are unable to rely on your extended green card as an exemption from a UK transit
***.To be eligible to transit the UK without a *** and using an
expired green card as an exemption, you would've needed to be able to present
your expired green card, along with form I-indicating that the card had been
extended for a year.I do appreciate that you were travelling with a
green card that had been extended on the reverse of the card and letter I-797C,
as opposed to letter I-797. The letter I-797C is an appointment letter and
clearly states that it “does not grant any immigration status or
benefit”. Whilst this method of extending a US permanent residence is perfectly
acceptable to the US authorities and allows you to re-enter the US as a
resident, it doesn't exempt you from the UK transit *** requirement. I
can only advise after reviewing the information that our staff in Mumbai were
correct in advising you that you were unable to travel. On this occasion you
didn't hold the right documents to transit through the UK. My apologies
that our cheagent in Chicago did not question your documents with a Duty
Manager on the day you traveled. However, it is the sole responsibility of the
passenger to make sure he has all the correct documentation for his journey to
the country he is visiting as well as any country he may be transiting through. As we do not take your concerns lightly, I can assure you that this
matter has been brought to the attention of the Duty Managers in Chicago where
it will be handled internally with the agent in question. While I can
appreciate your reasons for asking, I'm afraid I am unable to meet your request
for additional compensationPlease accept the eVoucher offered in the spirit it
was intended. I hope that this will not come as too much of a
disappointment and that you'll be joining us on a British Airways flight again
soon. Yours Sincerely*** ***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 don't think BA has acted fairly with their contradicting replies of $per cutomer/passenger comment, but then turns around and says that the $is for both passengers/customers (me and my wife)Either way, this case can be closed now, does not seem like BA is willing to earn or keep our business, lucky for the american consumer, there are other airlines like Virgin Atlantic, and United Airlines, an airline that used to be world class, seems to have lost all class!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Mr Talley We've been contacted by the Revdex.com regarding the issues you've had obtaining a refund of unflown flights due to a medical conditionI've been in contact with our Refunds team who have confirmed the following: *** *** ***Ticket Number: ***
***Refund processed today for $onto card ending in ***Ticket Number: *** ***Refund processed today for $to card ending in ***Due to the type of ticket you purchased, any potential shortfall between the refunded amount and the amount paid would need to be claimed on travel insurance. Should you need any documentation from us to help support your claim, please just let me know and I'll be happy to provide this for youIt's disappointing to hear of the difficulties you've had obtaining your refund and I really am very sorry. I'd like to assure you I've notified our Customer Experience team of your disappointment. I know they'll share my concern and look at what we could've done to prevent itThanks for getting in touch, and for your helpful observations about our service. We appreciate you choosing to fly British Airways and I hope we can welcome you and your wife on board again soon. Should you have any further questions or queries regarding this matter, please don't hesitate to contact me again Best regards Michael W***British Airways Customer RelationsYour case reference is:***Tell us why here

The following email was sent to *** on **Jul17:Dear ** ***Thanks for your email. I fully appreciate why you would have been disappointed to receive my previous response to you.Please accept my apologies. The expiry date of your eVoucher should have been ** July 2018.I am sorry but British Airways has no liability for the loss of vacation time caused to a customer by the delay in receiving their bags at their destination. As I explained, we would have contacted you as soon as we had an update on the whereabouts of your bag. I know how frustrating the waiting must have been for you, but we were working very hard to locate your bag.We do take issues with customers' belongings very seriously. We are legally bound by the terms of the Montreal Convention and are an audited company. I am sorry you feel we have not been held accountable for this situation. We offered to assess your claim for the items you needed to buy while you waited for your bag. We do know that the practicalities of shopping, as well as the time it takes, is inconvenient but I regret we are unable to compensate for these issues. From the information you provided, we sent a cheque to you for $to cover the cost of the items you were able to buy. We would not usually cover the cost of telephone calls customers make to discuss their delayed bag or the cost of travelling to shops. As a gesture of goodwill, I did then offer to add these two additional expenses, amounting to $11.20, to your claim. I am sorry you have chosen not to accept this settlement, but it does remain open to you.We very rarely offer a gesture of apology for the inconvenience caused when a customer's belongings are delayed. The $eVoucher was authorised as we realised how strongly you felt we had let you down. I do understand why you find this response to be unacceptable, but we must be fair to all of our customers and cannot use are discretion in these circumstances. We cannot increase our gesture or offer a refund against the cost of your vacation. If there is anything else I am able to help with, please let me know.Best regards Joy C***Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:***

Revdex.com:At this time, I have not been contacted by British Airways regarding complaint ID ***.Sincerely,*** ***

The following email was sent to *** on **Sep15:*** ** *** *** *** ** *** *** ** *** *** *** *** **
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Dear ** ***We have been contacted by our Complaint Resolution Official at Austin Airport regarding your experience on September ***, 2015, where you were not permitted travel to London Heathrow on ***. I appreciate how upsetting this must have been for you and your partyI am sorry.Unfortunately we could not let you travel with *** your service dog because he is not certified with ADI or IGDF. As a British carrier we adhere to the regulations established by the CAA - Civil Aviation Authority in the UK. The CAA regulations, which have been accepted by the US Department of Transportation for United Kingdom carriers such as British Airways, define a "recognised" assistance dog as one that has been trained to assist a disabled person by an organisation that is a member of Assistance Dogs International (ADI) and/or the International Guide Dog Federation (IGDF)These organisations can be found on the Assistance Dogs International website and/or the International Guide Dog Federation website. Since your dog was not trained by one of the companies recognized, we could not allow it to travel with you in the cabin of the aircraft and therefore are not in violation of The US Department of Transportation regulation I am happy to see that our agent made arrangements for you and your party to travel on the following day with U*** ***. Again, my apologies for any confusion or inconvenience this may have caused for you. If you feel that your complaint is still unresolved you have the right to refer to the US Department of Transportation Aviation Consumer Protection DivisionThank you for giving me the opportunity to review and respond to your complaint. Yours SincerelyAntoinette A***British Airways Customer RelationsYour case reference is:*** ** *** *** *** ** *** *** ** *** *** *** *** ** **
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**Please do not send payment card details via email*** HOW TO CONTACT US***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:***Please quote your case reference *** 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':***
***LEGAL INFORMATION***This email was sent to you by British Airways Plc - *** *** ***
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The following email was sent to *** on **Jul16:Dear ** ***Following on from your contact with the Revdex.com we have reviewed your complaint. I'm sorry to hear you were unable to travel as booked from Geneva on ** March. I
appreciate this must have been frustrating and you were also disappointed with the handling of your complaint. Please accept my apologies for the delay in addressing your concerns.I understand you arrived at the airport and checked the information board but found this confusing. I'm afraid British Airways is not responsible for the layout of information boards, as these are the responsibility of the airport authority at each airport.I can see you proceeded to the chedesk and were checked in at 09:GMT for the GMT departure. You mention the agent wrote B on your boarding pass when you asked about the gate. Thanks for sending this as confirmation. Flights to London City from Geneva use both B and C gates, but mostly C gates by bus. When gates have not been assigned, agents don't normally write anything on boarding passes, but advise passengers to check the screens in the departure hall.There is another flight to London City departing at the same time and this is operated by Swissair. As you found out, this was the flight that departed from the B gate and your flight left from the C gate. I'm sorry to learn that having realised you were at the wrong gate you weren't able to make it to the C gate in time.Having reviewed your correspondence and our records, and spoken with the team in Geneva, it seems likely that the gate changed after you checked in. As this was two and half hours before departure this would not be at all unusual. This is the reason we don't indicate gate information until closer to the time of departure, and always advise passengers to check for updated information.I'm sorry you were unhappy with the cost of the new ticket. I'm afraid most of the cheaper ticket options are restricted and not available on the day of travel and we can only offer from available ticket types. Your original ticket couldn't be changed as the ticket rules state noshows are considered a cancellation.You mentioned you were disappointed with the response to your complaint and had not received a response. I can see you were sent three emails, which you were unhappy with, before you contacted us by phone. The agent you spoke with on ** April did, as promised, ask Geneva for information. However, I note we didn't get a reply and regret this was not followed up on. A further query was then sent to Geneva and our agent called you back to discuss their findings.As a gesture of goodwill, on this occasion, I have arranged for the value of the new ticket (CHF equivalent to USD) to be added to an eVoucher. I've included your eVoucher details below with a link to some helpful information about how you can use it: *** *** *** *** ***
*** *** ***
*** ** *** ***If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to: *** We greatly value your support as a Bronze Executive Club member and regret you were disappointed. I hope this resolves things for you. We look forward to welcoming you on board again in August but please let us know if we can help with anything before then. Best regardsIona H***Senior Service Recovery ExecutiveBritish AirwaysYour 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 paid for excess baggage that I needed for my tripI did not receive the baggage until the trip was over half way overI would not have even sent the excess baggage if I knew I would not be able to use itIt seems like an injustice to the consumer to say your business is not liable due to a conventionIt's a wonderful airline that I have used a number of times, but not refunding baggage fees for baggage that does not make it to a destination in time enables zero accountability from the business.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***