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The following email was sent to *** on **Dec16:Dear ** *** We've been contacted on your behalf by the Revdex.com serving the Metropolitan New York area. As part of our Senior Service Recovery team, I've been asked to investigate the issue
you've raised and respond to you directly. Thanks for bringing this to our attention. I'll investigate the details of your complaint and I should have a full response within working days. Thanks for your patience during this time.Please feel free to contact me directly, by using the blue link below, if I can help you further. Best regards Ian S*Senior Service Recovery ExecutiveYour case reference is:***

The following emails were sent to *** on *** & ***:**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 *** ***Further to your correspondence with The Revdex.com, I've reviewed your complaint again. I'm sorry to hear that there was a problem with the ticket you'd booked for your daughter to travel with you from Venice to Philadelphia on * June. I also apologise that your daughter's stroller was wet when you received it on arrival.I've looked at both your and your daughter's reservations that were made through British Airways. I can see that you made your own booking through a travel agent. Although your tickets were issued by British Airways, your flight was a codeshare with ** ***. This means that it was operated by ** ***, but had both a British Airways and ** *** flight number.In your reservation I can see that your travel agent called us on ** and ** January to make a booking for your daughter, but we advised that they would need to check with ** *** about their policy for issuing tickets for infants. On ** January we made a new booking for your daughter for a return journey from Venice to Philadelphia. Our records show that we gained authorisation on your credit card for payment of $144.32. However when we sent your daughter's booking for her ticket to be issued we were unable to do this. At this stage the payment was reversed and no funds were debited from your account.We did try to call you on ** January to let you know the situation, and that you would need to contact ** *** directly to book your daughter's ticket. I'm sorry that we didn't make a further attempt to call you or your travel agent, or send you an email. I can only imagine how upsetting it was when you arrived at the airport on the day of travel to find your daughter didn't have a ticket.I am happy to reimburse the difference between the $that British Airways originally authorised, and the new price of $that you paid to US Airways. Unfortunately we can't credit the funds directly to your card but I can arrange a bank transfer for $180.17. Please reply to my email by using the blue link below to advise me the following details: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 fax to *** *** or email using the link below. 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. You mention that you had to pay an extra $for a new seat assignment, and would also like this amount to be refunded. As this was charged by US Airways, you will need to contact them directly to request a refund.While I do appreciate how distressed you were when you received your daughter's stroller and this was wet, I'm afraid we can't reimburse for the cost of the new one you had to buy. This is because, in line with the Montreal Convention, any items that have been damaged within the airline's care would need to be reported to us within seven days of you receiving them. I'm unable to find any damage report with either British Airways or ** *** for your daughter's stroller, so I'm afraid that we can't pay your claim for this. I know this will be disappointing.Please accept my apologies once again for everything that happened. I do hope that I've gone some way to restoring your faith in British Airways and that we'll be able to welcome you and your daughter on board one of our flights again in the future. I look forward to hearing from you with your bank details so that I can arrange your transfer as soon as possible.Best regardsNicola Do***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.***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 your email and for including your bank details.I've arranged a bank transfer for $and the funds will show in your Members 1st *** *** *** account within five working days.I do hope you and your family will choose to fly with British Airways again in the future. If there's anything else I can help with, please let me know. Best regardsNicola Do***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:
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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 resolvedI would recommend to this company that they don't lie and cheat their customers when the law and evidence is so blatantAirlines have made flying a hassle, and by denying claims with rude and arbitrary disdain, they leave customers no choice but to seek legal action or assistance of entities like the Revdex.comDon't force customers down this pathStop the horrendous mistreatment of claims and complaintsIf the Revdex.com were not involved, I doubt BA would have ever paid upThat is disgraceful
Sincerely,
*** ***

Tell us why here...Dear ** ***We have been contacted by the Revdex.com regarding your travel with us this past January 2015.I am sorry you remain disappointed with our response, unfortunately we have no control over the documentation any country requires for transiting through or
visiting as these requirements are put in place by each individual government. According to our records we were correct in denying you boarding on our flight to London Heathrow ** January, 2015. Your ticketing details were sent to our Refunds team for their review and we have received confirmation that a refund was processed today for the amount of USDto *** card ending in ***. Please allow at least one billing cycle for this credit to appear on your statement. The ticket you had purchased is non-refundable, however, as a goodwill gesture, I have arranged for you to have an eVoucher in the amount of USDfor the unused coupons of your ticket, to offset the loss of your return coupons. Please accept this with my compliments.Your eVoucher detailseVoucher number: *** eVoucher surname: *** Value: USD350 Expiry: **/OCT/2016 Your eVoucher can be used as full or part payment towards a British Airways flight booking, excluding bookings made with Avios, with On Business points or with shareholder discount.This eVoucher is personal to you and is not for resale or transfer. Please note that you can make a booking for someone else using the eVoucher.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: ***Thank you for coming back to us about this and for giving me the opportunity to review your claim again. I realize this may not be the answer you were expecting but hope that we will have the pleasure of welcoming you on board one of our flights again soonYours 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:
[Your Answer Here]
I'm not sure what else to say other than that this is an error on the behalf of British Airway's online booking system - and I understand we are not in agreement so perhaps you can offer something else other than a refundIt is YOUR system that caused the problem and therefore BA should acknowledge that with a form of compensation. Once again, I tried several times online and over the phone to book the original itinerary I wanted and despite it showing availability on a direct search and proved via screen shots that the system was quirky
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 **Aug16: Dear ** ***The Revdex.com and US Department of Transportation have been in contact with us regarding the recent issues you had when trying to cancel your booking. Please accept my apologies for the delay
in contacting you.It must have been very frustrating when you were unable to cancel your booking online. I can see from your booking you attempted to cancel your booking a number of times between ** August and ** August. I'm extremely sorry for the inconvenience caused to you.We know it's much easier for our customers if they can service their bookings on ba.com. Unfortunately this service is not available all of the time and occasionally we do have issues with our website. Therefore, our Change Booking team can assist customers over the telephone. I can see that you managed to speak to a member of staff on ** August who cancelled your booking and you've now received a full refund of 7,Avios and $I've sent a report to our Web Support team to let them know about the issues you had with ba.com. We continually look for ways to improve our website, so we’re really grateful for your feedback. Once again, I'm sorry for the inconvenience caused. We value your business as a member of our Blue Executive Club and hope we can welcome you on board a British Airways flight in the future. Please let us know if there's anything else we can help you with Best regardsLaura R***British Airways Customer RelationsSenior Service Recovery Exeucitve *** *** *** ***

Tell us why here...Dear *** *** Thanks for your recent emails. I'm sorry for the delay in responding to youI have checked our records again, and we have received confirmation from the Account Manager at Abuthat you had paid for the booking in *** ***. As such the refund was processed in the correct currency, and I am very sorry for the disappointment this has causedI understand you have also received an email from our Refunds team regarding booking *** This has been sent to you in error, and I am still liaising with them to have your money returned to you using the bank details you have provided. I'm sorry that this is taking longer than expected, but please be assured I will contact you again to confirm when this has been doneThanks again for following this up with us Best regards Laura M***Senior Service Recovery Executive Your case reference is***

The following emails were sent to *** on **Jun17, **Jul& **Jul17:Dear ** ***Thanks for taking the time to contact the Revdex.com. I'm sorry to hear about the problems you had with two bookings you made on behalf of your brother and his sonI can see the
booking for ** *** *** was made on ** May 2017. The notes in this booking also show that you called our Change Booking team at 13:on ** June to explain that you thought the flight you'd selected was an evening flight and that you wanted to change it. Our team explained that all our flight times are shown in a hour clock format. I appreciate you weren't aware of this and I'm sorry for the confusion causedWhen you select a flight, there are several prompts to confirm dates and times before confirming the booking. We also have a hour cooling off period which allows you to change or cancel your booking free of charge within this time if you notice any errors. Our records show that you also made another booking at 13:on ** June for ** *** *** for the same outbound flight with a time of 08:30. This booking was made after you'd already spoken with our Change Booking team when you called to explain you weren't happy with the flight time in ** *** ***'s bookingAs both ** *** *** and ** *** *** failed to show up for the flight, the remainder of their booking was automatically cancelled as tickets must be used in sequenceWhile I understand your reasons for asking, I'm afraid we're unable to issue a refund of Avios for the two bookings. I have, however, sent the bookings to our Refunds team so they can calculate any applicable refund of any unused taxes and fees as per the fare rules of the tickets. I realise this isn't the solution you were hoping for and I'm sorryThanks again for taking the time to contact the RevDex.com and for allowing me to explain our position. Best regardsDanielle D***Senior Service Recovery ExecutiveYour case reference is:***=======================================================Dear ** ***Thank you for contacting the Revdex.com again about your original complaint. I'm sorry you remain unhappy with my responseI understand you contacted our Customer Relations Department about the issue, however, our Customer Relations Department only deal with post travel complaints and this is stated on *** I appreciate this must have been frustrating for you, however, I can see that you did actually speak to a member of our Change Booking team who deal with all pre-travel queries, at 13:on ** June, the day before travelOur records show that the member of staff explained that all flights are shown in a hour clock format on *** I understand you weren't happy about this as you hadn't realised this at the time. However, you then made another booking after this phone call at 13:with the same outbound flight time of 08:30, despite you stating this wasn't suitable. It's the responsibility of the customer to check all flight details are correct before confirming the booking. There are various pop up windows confirming flight times before the booking is accepted. Please accept my apologies for the error in my previous email, you are correct that the agent Carol did cancel the booking after your brother and his son went down as no shows for the flight. This would have been cancelled automatically if she had not processed this as flights must be used in sequence. I'm afraid we're unable to refund the 30,Avios as our records show you were aware of the correct flight times the day before your brother and his son were due to travel, and that another booking was made after this time with the same 08:flight. However, as a gesture of goodwill on this occasion, I've added 15,Avios to your Blue Executive Club accountThanks again for taking the time to contact the Revdex.com and for allowing me to explain our final position. Best regards Danielle D***Senior Service Recovery ExecutiveYour case reference is***===========================================Dear ** *** Thanks for getting back to the Revdex.com with your most recent email.I’m sorry to hear you remain unhappy with our resolution to your complaint. As we’ve explained in our previous email, we're unable to refund all of the 30,Avios as our records show you were aware of the correct flight times the day before your brother and his son were due to travel. Also, that another booking was made after this time with the same 08:flight. I’m sure you’ll understand we must apply a consistent approach to situations like this, so we’re fair to all our customers. This means we won’t make an exception. I know this will be disappointing to hear since it’s clear you expected more from us. I’ve reviewed all of the information you’ve given us. However, our response will not change, and we’re unable to respond to any further requests for an increase in compensation about the issues you have raised. Thanks again for getting in touch with the Revdex.com. We really appreciate your support as a Blue member of our Executive Club, and I hope our decision won’t stop you from choosing to fly with us again. Best regards Angela D***Senior Service Recovery ExecutiveBritish Airways Customer Relations*** *** *** ***

The following email was sent to *** on **Jul16:Dear ** ***Thanks for taking the time to reply to us via the Revdex.com on ** June 2016. I'm sorry to see you've been left disappointed by our initial response and by the fact we've been unable to action any of your requested solutions. I also apologise for the delay in replying.I realise this is a very important matter to you and I understand why you've been left so unhappy that we haven't been able to offer you what you've requested. Based on your response I've completed a full review of your case.Unfortunately, I'm still unable to offer any form of refund from the booking, as your booking was made via a travel agent and not through British Airways direct. Therefore, any cost you have paid was correct at the time of booking with the agent. The only time a refund can be issued from a booking is through our Best Price Guarantee, but your booking would not apply in this instance. I'm also unable to provide you with an upgrade into our Club World cabin.I know this won't be the answer you're hoping for and I'm sorry I'm not able to complete your requests. However, I don't want you to be left too unhappy with your experience and as so I've spoken with my line manager and I've been authorised to send you an eVoucher, as a gesture of goodwill. I'm unable to send you the full amount you've overpaid but I am able to provide you with an eVoucher for $400.00. Please accept this with my compliments. 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: *** Thanks again for taking the time to contact us and for giving me the chance to help. I really am sorry for the disappointment that has been caused on this occasion. I hope you and *** have a great stay in London and we look forward to welcoming you on board your flights. If I can help you with anything else, please don't be afraid to ask. Best regardsRichard 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,
*** ***

The following email was sent to *** on **Nov16:Dear ** ***Thank you for contacting us via the US Department of Transportation and the Revdex.com. Please accept my apologies for the delay in my responseI'm sorry you haven't been able to select a seat
for your upcoming flight from Dallas. I realise this is an important part of getting prepared for your trip, and it's stressful not to be able to do this. I'm afraid we can't promise you'll be able to sit in a particular seat on our aircraft and we do advise this in our General Conditions of Carriage, which you accept when you make your booking: 5e) Seating5e1) We will try to honour advance seating requests.5e2) We cannot guarantee that you will be able to sit in any particular seat.5e3) We can change your seat at any time, even after you have boarded the aircraft, as we may need to do this for operational, safety or security reasons.I've looked at your flight and it's very busy. There aren't any seats available to allocate at this time. We do hold back some seats in all cabins for passengers who cannot check in on line, including bulkhead rows for customers travelling with infants, but these will be released closer to the flight if they aren't taken already. I'm sorry that we can't allocate you seats at this time, but hope I've been able to explain why. We value your business, and I hope this won't deter you from choosing to fly with us in the future. Best regardsNigel 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 have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I believe there was a misunderstanding regarding my complaintI am fully aware that the companion voucher has to be booked as one itinerary.My complaint was regarding the lack of availability when searching for my full itinerary (RT JFK-GIB)I have attached screen shots of an example.When I searched for availability on BA website using my full itinerary (RT JFK-GIB) with a stopover in LHR, BA's sit was showing no availability in first class on May ** for the JFK-LHR leg (see screenshot #1).However, I ran a search for only a portion of my trip, JFK-LHR on the same day (May **), and there are two flights with first class seats (again, see screen shot #2).My complaint is that I should have been allowed access to those seatsI called an agent regarding the matter but she would not allow me to book over the phone without paying the fee and recommended I book the ticket online then call to changeI did exactly that and then was forced to pay a $change fee for an itinerary that was available yet not bookable online
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 **Jun17:Dear ** ***Thanks for contacting The Revdex.com regarding your recent experience with British Airways.I'm sorry to hear you're unhappy with the refund you received, after you cancelled your booking with
British Airways. I understand how disappointed you must be, as the amount you received was lower than you expected. Our records show your travel agent, ***, called British Airways on ** May. *** advised you requested a full refund of your booking for yourself and *** *** ***, as you no longer wished to travel due to the incident that took place in Manchester on ** May. We advised *** that any refund processed would be calculated according to the fare rules of the tickets. The terms and conditions of the tickets you purchased were agreed at the time of sale, and your tickets were not refundable.A conference call was arranged on the same day between British Airways, *** *** *** and *** to discuss your booking. We advised *** that we didn't have any commercial update about the incident in Manchester, and any update would automatically be sent to ***. Any changes to your booking would have to be done according to the rules of your tickets. *** then called again advising you had requested a full refund of your booking. We again advised them a full refund would not be given. I can also confirm no promise was made of your booking being refunded in full, once the details of the incident in Manchester were clarified. Due to the incident we issued guidelines on ** May to assist any affected customers, as we understand this is an unsettling time. Any customers due to travel to and from Manchester between ** May and ** May are able to change their date of travel free of charge. The guidelines do not offer the option of receiving a full refund for any cancelled bookings, and they will be calculated according to the fare rules of the ticket. Our customers due to travel to and from other airports between ** May and ** May are also able to change their date of travel free of charge. The route of travel must remain the same, and they must rebook in the same cabin of travel or lower. No refunds have been permitted for these customers either, which is why you and *** were advised a full refund was not an option.The threat level for the aviation industry remains unchanged following the incident in Manchester on ** May, and there is no specific threat to British Airways or any particular airline. We have advised our customers to travel as planned, and the safety and security of our customers and colleagues will always be our top priority. The UK Government raised the national security threat to 'critical', which prompted British Airways to offer rebooking options to our affected customers. I understand your reasons for wanting to cancel your booking, and I appreciate how frustrating it must be that a full refund is not available. Your booking has now been refunded correctly as per your request, and a refund has been issued. I understand you have been charged cancellation fees for cancelling your booking, and you would like to claim a further refund amount. I'm afraid that as your booking has been refunded correctly according to the fare rules of your tickets, and this was explained to yourself and your travel agent when you contacted us, no further refund or gesture is due on this occasion. I suggest you contact your travel insurance provider as you may be able to make a claim through them for the difference. Thanks again for taking the time to bring this to my attention so I could address your concerns. I realise this isn't the answer you were hoping for, and I regret disappointing you. I do hope we have the opportunity to welcome you and *** *** *** on board in the not too distant future, and we greatly value your loyalty and custom. If I can help you with anything else, please use the link below to come back to me.Best regardsZoe M***Senior Service Recovery Executive*** ***
*** *** *** ***

On November *** British Airways spoke with ** *** and advised him of his refund. ** *** was very happy and appreciated the call

The following email was sent to *** on **Aug16: Dear ** ***Thanks for taking the time to contact the Revdex.com about your flight with us from London Heathrow to New York on ** June 2016. I completely understand how shocked you must
have been to find what you assumed were bed bugs on our aircraft. This certainly isn't something you'd expect when you travel with us and I'm sorry we've let you down this time. As my colleague previously mentioned, we operate over 250,flights each year and it’s very rare for us to have any problems with insects on board. We have high standards when it comes to cleaning and preparing the seats on our flights, and we use dogs to search for biting insects on a routine basis. This has proven to be highly effective. We’re very grateful for your feedback, as we take something like this very seriously. If a report is received that tells us there are insects on an aircraft, we start a thorough investigation and we may take the aircraft out of service, if needed. A specialist team will then be brought in to treat the aircraft. I’ve looked into this for you, and I can confirm no other passengers have reported the same symptoms.I've sent a copy of your comments to our Maintenance team to make them aware of your experience. I know they'll share your concerns and ensure this is fully investigatedI appreciate why you thought it was necessary to throw your hand luggage away and have some items of clothing cleaned. However, in order to fully assess your claim, I require a breakdown of the items you chose to dispose of, and a copy of any receipts or bills for the items you had cleaned. You can use the following link to upload any receipts you have. Once we've received these, we'll assess your claim and contact you again.Thanks for your time on the phone today. It was very helpful to speak with you. As discussed, you can use the following link to upload any receipts you have. Once we've received these, we'll assess your claim and contact you again.***Thanks again for your time. We look forward to hearing from you soon. 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:
I emailed the business back per the email address provided and have not received a refund or any type of confirmation that the compensation promised was being acted uponNor was my frequent flyer account changed to gold status
Sincerely,
*** ***

Dear ** *** We've been contacted by the Revdex.com regarding the on-going issues with your refund request. I've been in contact with our Refunds team and they've confirmed ***, Chicago to Minneapolis was cancelled and you were rebooked to travel the next day in economySectors within North America are included within a British Airways business class fare. When the First or business class cabin is full, an economy alternative is provided.This means the same British Airways business class fare would have applied, had this flight been in economy from the start. Therefore the difference in fare refund amount for a downgrade on a North American sector would be zeroHowever as a gesture of goodwill for the time taken to resolve this matter for you, I'd like to settle your claim for your hotel cost. To enable me to do this, please can you provide a copy of the invoice. You can send this to me directly by email, my address is ***. Please include your case reference in the subject fieldOnce again, I really am very sorry for the time taken to resolve this matter and I look forward to hearing from you again soon. Best regards Michael W***British Airways Customer RelationsYour case reference is:***

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 look into this for you. Thanks for letting us know what happened when you travelled from London Heathrow to San
Francisco via Los Angeles on ** January 2017. I'm sorry to hear about what happened relating to the seat you paid to reserve. I completely understand why you’re unhappy. You feel that you didn’t get the seat you had paid for, mentioning that your wife called British Airways to have a member of staff walk her through selecting a seat, choosing a window option. I'm sorry you were disappointed that when you boarded you found you were allocated an exit row with no window only a bulkhead location. I can understand why you would want to claim a refund. I've looked into this for you.As with all payment transactions there are terms and conditions attached. Relating to pre-paid seating, refunds do have to be requested within days of your last flight travelled if you make your request through ba.com. If it's outside of days we can make the request for you via our refunds team, alternatively you can contact them in writing. However, even if you had made the request within this time, I'm afraid that you still wouldn't have met the guidelines for a refund. Your booking shows that your seat was originally 80E and was changed to 80K, payment was confirmed for this seat. The seat you paid for was confirmed as being an emergency exit row seat, as it is noted in your booking that the compliance checks were made for meeting criteria for this type of seat. The configuration for this row is a bulkhead exit row, AB on the outside, DEFG in the middle, and JK again on the outside. As you can see from this, the 'K' seat is next to the wall of the aircraft meaning that it is both an exit row and a window location. I've included a link below to the seating map for your reference:
*** We have, on this occasion met the type of seat allocation and the seat number that was confirmed in your booking. I'm sorry that it didn't meet your expectations and I'm sorry but this does mean that we won't be able to offer you a refund.Thanks again for following this up and I hope you’ve found the above information helpful. I do hope we can look forward to welcoming you on board one of our flights again soon. Please feel free to contact me directly if I can help you with anything else. Best regards Karen S*British Airways Customer RelationsYour case reference is:***

The following email was sent to *** on **Jun17:Dear ** ***I'm pleased to learn you have been speaking today to *** *** about your *** and British Airways bookings.I've also spoken to Carol today and she has advised me that she is working with our Refunds team in arranging a refund of your booking with us. As you know, we are doing everything we can to arrange this as quickly as possible. However, there may be a slight delay due to the dispute you had with Amex. We will be in touch with you soon, and I hope you and your family have a good flight from Washington this evening. Please feel free to contact me directly by using the link below if you need any further information.Best regardsSamantha M***British Airways Customer RelationsYour case reference is:***

The following email was sent to *** on **Aug15:*** ** *** *** *** ** *** *** ** *** *** *** *** **
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** * *** *** *** *** *** ** *** *** ** *** *** Dear ** ***Thanks for your email about your flight from New York next May. I'm sorry you were unhappy with our decision about refunding you the charges to change your itinerary. Please accept my apologies I've not contacted you sooner.I can see by our records that you called us on ** June to explain the problems you had trying to find availability for your flights. On the same day, we made your booking and confirmed the details of your itinerary with you, and we also waived the booking charge for making your booking over the phone. Then on ** July you contacted us again to change your reservation, we waived the service fees but we were unable to waiver the change fees. Some fares have conditions attached if you want to change either your itinerary or your dates of travel, and this may increase the fare. As I've explained in my previous email, the charges you incurred was due to the fare rules of your ticket and I'm very sorry our decision hasn't changed, and we're unable to offer you a refund.I'm very sorry to disappoint you but I do hope we'll be welcoming you on board with us very soon. Please don't hesitate to contact me by using the link if you need help in the future. Best regardsSamantha M***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:***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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