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At this time, I have been contacted directly by British Airways regarding complaint ID ***, however my complaint has NOT been resolved because:
This should be marked as resolved, and I am satisfied with their response. Thanks -- *** *** Phone: ***E-Mail: ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The following email was sent to *** on **Sep16:Dear ** *** We've been contacted by The Revdex.com as I understand you submitted a complaint to them regarding your booking, ***. I'm sorry you haven't been able to resolve this issue before now and please
accept my apologies for the delay in our response to you.I understand you were due to travel from Houston to Lagos via Dallas and London Heathrow in November 2015. However, due to only having an Advanced Parole Visa, you were told at Houston this wasn't enough to allow you to be able to transit through the UK. I'm pleased American Airlines were able to rebook you on a direct flight from Houston to Lagos, however, I understand this caused a lot of issues for your return flights in February.When American Airlines rebooked you, they needed to protect your return flights to make sure they weren't cancelled out of your booking. Unfortunately, they failed to do this and as you weren't able to take your original outbound flight, your whole return journey was cancelled.As you were probably made aware, when you buy a return ticket, one of the conditions is you have to take your outbound flight. If you don't, I’m afraid your return flight will be cancelled automatically by our system. This is common with all airlines.For more information about this, you can use the following link to see our General Conditions of Carriage. Everything you need to know is under section three, which is headed ‘Tickets’. ***I'm pleased you eventually secured your green card which allowed you to fly on your original return flights via London Heathrow, however, I know this doesn't make up for the out of pocket expenses you incurred.I fully appreciate why you're frustrated that you still haven't received a refund for your original return flights which were unused. I've asked our Refunds team to action your refund according to the fare rules. Any refund due will be credited back to the original form of payment. I'm more than happy to contact you again once our Refunds team have confirmed this has been processed. Thanks again for contacting The Revdex.com. I can't apologise enough for the stress this situation has caused you, and I agree this certainly isn't what you expect when travelling with us, or one of our oneworld partners. If you would like to discuss anything else, please don't hesitate to let me know by replying using the blue link below.Best regards Jemma S*Senior Service Recovery ExecutiveBritish Airways Your case reference is:***

The following email was sent to *** **Oct17:Dear *** ***Thanks for contacting the Revdex.com about your flights to and from London Heathrow. I'm sorry for the delay in responding to you.I understand you're disputing the amounts you were charged for your
bookings and I realise you have screen shots of the prices you were quoted. It would be helpful if you could send the screen shots directly to me, as this will allow me to investigate your complaint. Please send the screen shots to*** and include your case reference number in the subjectI look forward to hearing back from you soon.Best regards Danielle A***Senior Service Recovery Executive British AirwaysYour case reference is:***

The following email was sent to *** on **Aug15:**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 ** ***Thank you for taking the time to reply to my email, I apologise for the delay in coming back to you.The gesture I offered you, is a combined eVoucher for $200.00. I've included your eVoucher details below with a link to some helpful information about how you can use it*** *** ***
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If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to: *** Once again thank you for your time. We value your support and look forward to welcoming you on board again soon. If I can help with anything else, please feel free to email me.Best regardsSara S*Senior Service Recovery ExecutiveYour case reference is:***Please use the following link to send us a reply and quote your case reference *** in any correspondence with us:***Please do not send payment card details via email*** OTHER CONTACT INFORMATION***If you have a general query about British Airways or your journey with us, you can ask your question online:***LEGAL INFORMATION***
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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:
1) I never spoke to MrY* despite my numerous attempts to do soHe bluntly ignored my requests which for a customer care manager is pretty unprofessional.2) I was lie to by the cabin staff when told no one could be moved to an upgraded cabinIf the cabin staff was not bale to upgrade anyone then why put other passenger in World ClubIt doesn't matter if he's an Executive Club gold member or notPolicies are policies or just do not lie to your passengers about policies then.3) I was talked very condescendingly and derogatorily by the cabin staff, being asked why I did not want to stay in an aisle seat in a row seatsIf seating is so not important why is BA charging its customers for "better seats?" I was in a aisle seat in a row seat in economy and I paid $to be upgraded in a aisle seat in a seat row in Travel PlusI even asked if I couldn't get the seat I requested I asked to go back to my original economy seatOf course I was told I could not go back in economy.4) I was put in a terrible position by BA crew staff having to justify a mistake made by BA chepersonnelI was talked down by BA personnelI was never heard by MyY* despite what he's asserting nowI was lied toI do not know how MrY* and his colleagues could have handled this situation even more poorly5) Correcting a wrong with another wrong does not make it rightI am requesting compensation for this entire ordeal
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 **Dec16:Dear ** ***Thanks for getting back to us about your problems with allocating yourself a seat for your upcoming flight from Dallas. I'm sorry you aren't happy with my previous response and for the delay in responding.I appreciate why you may feel that this is untoward, but I assure you this is a perfectly situation. There are occasions where our customers make a booking and then don't turn up for their flight. Like a lot of other airlines, 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.Since we're able to gauge the number of passengers who are likely to travel, it's rare for seats not to become available at departure. However, like I mentioned in my last email, we do restrict some seats from being allocated before travel and they'll remain under airport control. These will be allocated by the airport at check-in. There's nothing to suggest that you won't be able to take your flight on ** December at this time, and we certainly haven't denied you boarding as there's still more than a week until your flight. We'd recommend that you check in online for your flight from hours before departure and print out your boarding pass. You'll be able to select your seat at this point and printing out your boarding pass will make things easier fro you at the airport.I hope I've been able to explain this for you, and that you have a good flight next week. We look forward to seeing you. If you have any more questions, please use the link below to get back to me.Best regardsNigel S*** *** *** ***
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*** *** *** *** ***

*** *** *** *** *** *** ** ** *** ***Dear ** *** We've been contacted by the Revdex.com who have passed on a copy of your complaint to us. I realise you're unhappy with the service you've received, and I can absolutely understand why. As a Blue member of our
Executive Club, and oneworld Emerald member, I know you expect more from us and I'm sorry we've left you feeling let downI understand your problems began following the cancellation of your flight from New York, JFK. You've mentioned that you and your companion had to rearrange your plans, at your own expense, to ensure you arrived in Tel Aviv on time. I appreciate this won't have been the start to your holiday that you'd expected, and it must have been frustrating given the rebooked flight was not suitable for youLooking at your booking, I can see your flight was cancelled in June, and our automatic system rebooked you on to the next available flight, which was ***. Unfortunately the system didn't recognise that this would mean you arrived into London Heathrow after your scheduled flight to Tel Aviv departed. I'm sorry that this wasn't picked up by us, and you had to call yourself to change thisI realise your experience didn't improve once you arrived at Chicago, and you were left disappointed with the service both in the First Lounge and on board. I'm sorry you weren't able to fully enjoy the pre-flight meal as there were no salads or starters available, and the entrees were brought out minutes before boarding. Given that you paid extra so you and your companion could enjoy all of the benefits of travelling in First, I understand why you're so unhappy. I've passed the details of your complaint to the duty managers at Chicago, so they can address this directly with the lounge staff. I know it must have been annoying to find your seats had been changed, especially as you were excited to be able to travel in seats 1A and 1K. Unfortunately when a flight is cancelled, any seating request is also removed from the booking and it may not be possible to request the same seats on the rebooked flight. Whilst we do try and honour any seating request as best we can, I'm afraid we can't guarantee you'll be able to sit in any particular seat. I'm sorry you were unhappy with the seats you were given, and I hope the noise from the galley didn't disturb you too muchYou've also mentioned that instead of having a duvet to sleep, as advertised on ***, you were given a blanket which was taken from Club World. I absolutely agree that, as a First passenger, this is completely unacceptable and not what you would expect. You can be sure we will feed your comments back to our Customer Experience team, to make them aware of how your journey was affectedI appreciate you feel as though your previous complaints have not been taken seriously, and I do understand why. I'd like to assure you that we do value your continued loyalty and support, as well as the time you have taken to share your concerns with us. Although I'm unable to offer you a refund of the difference between First and Club World as requested, I have added 5,Avios to your Blue Executive Club account. I hope you will accept them as an apology. I understand you have also had difficulties with a separate booking regarding a flight from Amman to Cairo, which was operated by Royal Jordanian. You've mentioned that you called to amend your itinerary to travel on an earlier flight, and I can see from your booking that you paid $to make this changeUnfortunately, although Royal Jordanian made a schedule change to their flight, we're unable to refund the change fee you paid. This is because any amendment made to your booking is processed as per the fare rules of your ticket. The change fee is applied at the point of amending your itinerary, and I'm afraid it is non-refundable. I realise this won't be the answer you were hoping for, or expecting, and I'm sorry to have to disappoint youThanks again for contacting the Revdex.com, and for giving me the opportunity to respond to your concerns. We value your continued support as a Blue member of our Executive Club, and I hope we'll have the opportunity to welcome you and your companion on board again soon. Please don't hesitate to contact me if I can help with anything else Best regards Laura M***Senior Service Recovery ExecutiveBritish Airways Your case reference is:***

Please note final reply sent to *** on **Dec16. We will not be responding further.Dear ** ***We've been contacted by the Revdex.com regarding the on-going issue you have with the charges you incurred when changing your ticketAs my colleague Keith has already pointed out in his email dated ** November, your booking clearly states you were advised what fees would be incurred to change your booking.Although we don't have a recording of the call between yourself and the agent, as this information has been added to your booking, we're satisfied you were advised correctly, therefore it's with regret our response will not change and we’re unable to meet your request for a refund.I’m sorry you remain unhappy with our resolution to your complaint, however as this matter has now been fully investigated, we're unable to respond to any further refund requests.I appreciate this isn't the response you were hoping to receive. Thanks for taking the time to contact us, and for giving me the opportunity to respond.Best regards Michael W***British Airways Customer RelationsYour case reference is:*** Please use the following link to send

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]
A form "I'm sorry" doesn't resolve my problem that British Airways is defrauding the public by giving "free" travel companion vouchers if you spend $30k/year but the voucher is virtually worthless because they have almost no reward seats available from California to EuropeOne BA customer rep even told me so, that it's pretty impossible to get reward flights from CA to EuropeI cannot believe I spent $30k to get this worthless voucher that can't even get me to and from where I need to goIn the past months or so, I've looked on BA's website for reward flights, and there's been NO reward seats available each time--and each time, I've looked an year out for seats! They put a year expiration date on the voucher, which is pretty brutal when I cannot even find a reward seat a YEAR out! I would like British Airways to get me to Athens but they only got me to London, and I would like to get back home, but they can only get me to HoustonI would like to receive compensation for the flights that I have to pay out of pocket, because it's ridiculous that they make it almost impossible to travel on this voucher and I paid $30k to get this voucher!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Sirs *** *** ***
*** *** *** ***Thanks for getting in touch with us regarding the above named client.We’ve received your correspondence and we’ve created a case for you, and your case ID is ***. I'm currently investigating the concerns you raised, and so
as soon as I have further information I will be in touch In the meantime, if you would like to contact us about your case please don't reply to this email. Your email will be sent to an unmonitored mailbox and we won’t be able to view it. If you click on the following link, your email will be attached to your existing case:***I really appreciate your patience and I look forward to speaking with you soon.Best regardsZoe M***Senior Service Recovery ExecutiveBritish Airways 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**

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.I would like to thank the Revdex.com and their business for their co-operation is this matter. Many Thanks.
Kind Regards,

The following email was sent to [redacted] on **Aug15:[redacted]
[redacted]  [redacted]
[redacted] [redacted] Dear...

[redacted]
Thanks for contacting the Revdex.com about making your booking with us using your Companion Voucher.  Please accept my apologies I've not contacted you sooner.I'm very sorry you were unaware that when using your Companion Voucher you were unable to book your flights separately.  I understand how frustrating this must have been for you.  The advice we give on our website about using the vouchers is to be flexible with your dates and destinations, as the seats you want may not always be available.I understand you made your booking, and when you contacted us to change it you were charged $110.00.  We charged you $110.00 for change fees under the fare rules of the ticket.  Therefore, I'm sorry to disappoint you but we're unable to offer you a refund.Thanks again for following this matter up with us.  We look forward to welcoming you on board with us soon and please feel free to contact me directly if you need help with anything else.Best regardsSamantha M[redacted]British Airways Customer RelationsYour case reference is:[redacted]Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:[redacted]Please do not send payment card details via email[redacted] OTHER CONTACT INFORMATION[redacted]If you have a general query about British Airways or your journey with us, you can ask your question online:[redacted]LEGAL INFORMATION[redacted]This email was sent to you by British Airways [redacted] [redacted]
[redacted]  (To find out more, click here [redacted])
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:BA never credited the money portion of the award booking. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At this time, I have been contacted directly by British Airways regarding complaint ID [redacted], however my complaint has NOT been resolved because: 
I did receive $1369 back from BA. This however does not even cover the $2000 of the business class flight I never wanted. It also doesn't...

cover the original ticket of of around $1700. They responded with a sancitimonious email saying I should be happy to get the $1369 back and sorry for the inconvenience. I am pasting their response below. I called them a few hours after the change was made without me expresly asking for an upgrade. They acknowledge that I never asked for the change to be made but I should somehow know that they call business class by another name. Clearly BA has no interest in taking care of customers. "[redacted] [redacted] [redacted] [redacted] [redacted]  [redacted] [redacted]  
[redacted] [redacted]  [redacted]
[redacted] [redacted]  [redacted] [redacted]  [redacted] [redacted] [redacted] [redacted]
[redacted] [redacted] [redacted]  [redacted] [redacted]  [redacted] [redacted] [redacted]  [redacted]."   
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been partially resolved.  I accept BA's settlement offer but is very concerned about BA's practice in handling the customer's privacy.  BA's agent [redacted] had my banking information because ** promised to wire the money to my personal account.  After I submitted my account info, ** just turned silent.  It did not respond to my inquiry about whether it has received my bank account info or not and it did not even bother to reply to me after my sending five emails to ask if they are going to do anything with my account.I would accept the settlement of $110 for my damaged luggage.  Yet, I still expect BA to do something with [redacted].  **'s ignorant and dangerous practice could cause me losing my most important financial privacy.  [redacted]'s attitude and practice in this matter are totally unacceptable.  Since [redacted] is BA's agent, I would expect BA to discipline [redacted] and make sure that my personal account information would not be misused by **.
Sincerely,
[redacted]

The following email was sent to [redacted] on **Aug16:Dear [redacted]We've been contacted by the Revdex.com following your correspondence with them.  I'm sorry American Airlines couldn't allow you to travel on their flight from Chicago to Cancun on ** May.  I appreciate...

how frustrating it was when you asked to change your ticket for another flight but we advised that this wouldn't be possible. Both British Airways and American Airlines check-in deadlines vary and it’s important we operate our flights on time.  Our staff members at the airport can’t reopen a passenger list once it’s closed as it can cause delays to our services, which has a knock-on effect on the rest of our flights.  If you don’t complete the check-in process on time, you won’t be able to board your flight.I realise you were delayed on arrival at the airport due to a collision on the highway, and then when you arrived you had to wait in a long queue before you could check in.  I can only apologise that the staff member you spoke to just advised that you would need to wait and couldn't offer any further assistance to you. The reason that we couldn't change your ticket for a later flight was due to the restrictions on your ticket.  Our records show that you'd made your booking using your Avios.  One of the restrictions when you make your booking with Avios for another airline's flight is that absolutely no changes are permitted once your tickets have been issued.I'm sorry that you felt our staff were unhelpful but I'm afraid there wasn't anything they could offer to do for you in this situation.  I know this is disappointing.  Although we can't arrange to refund your Avios to you, I can see that we have refunded the airport taxes, fees and carrier charges.  A refund of $148.76 was processed on ** July 2016. 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.  We appreciate your support as a Blue member of our Executive Club and I hope we'll be able to welcome you on board another British Airways flight soon.  Please feel free to contact me directly by using the link below if I can help you with anything else. Best regards Nicola D[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Jul**:Dear [redacted]We have been contacted by the Revdex.com regarding your disappointment with the time it has taken for you to receive a refund of your ticket.  I was concerned to learn of your frustration,...

and the time you've been waiting.  I know this isn't what you expect when you book with British Airways, and I regret we've let you down.I understand you made a booking to travel with us from San Francisco to Prague, via London Heathrow, in September but following doctor's advice you're unable to travel.  You explained that you provided our pre travel team with a doctor's certificate, confirming you're unable to travel and requested a refund.  I know you were given inconsistent information when you called us, and were advised any refund would be following the rules of your ticket.  I apologise for the further frustration this caused.You paid $4,268.10 in total for your tickets and I can confirm a full refund has been processed.  The refund will go back to the original form of payment, which was a [redacted] credit card ending [redacted].  Please allow up to one full billing cycle for the funds to be posted to your account.I regret you had to escalate your complaint to the Revdex.com, but hope I've been able to resolve it to your satisfaction.Once again please accept my apologies and thank you for your time.  I hope you're able to travel in the future and we can welcome you on board soon.  If I can help with anything else, please feel free to email me. Best regardsSara S[redacted]Senior Service Recovery Executive British AirwaysYour case reference is:[redacted]

Tell us why here...This email below was sent on ** January 2017Dear [redacted] We've been contacted by the Revdex.com who've passed on a copy of your complaint to us.  I realise you're unhappy with the service you have received, and I can absolutely understand why.  I know...

this isn't what you would expect as a Gold member of our Executive Club, and I'm sorry we've left you feeling let down. Your first issue is regarding a refund for booking [redacted]  This booking was paid for at Abuja airport in US Dollars.  You've mentioned that when you enquired about cancelling the booking, you were assured the refund would be processed back into US Dollars.  Unfortunately, upon receiving the refunded money this was in Nigerian Naira, not US Dollars. We know you rely on our staff to provide you with accurate information, and I'm so sorry you were assured your refund would be processed back into US Dollars.  It's certainly not the service you should expect to receive, and I completely understand how frustrating this must have been for you. So that I can investigate this further for you, I'd be grateful if you could tell me how much you've been refunded.  It would also help if you could send me a bank statement showing how much you paid for the ticket, and how much was refunded.  You can use the link below to upload your documentation.  Please go to the section "Your disruption expenses" and choose the option "Attach to this form (recommended)". [redacted] You've also mentioned you've had difficulty obtaining a refund for a booking made in February 2016 under reference [redacted]  I understand in this situation your flight from Mexico to London Heathrow was cancelled by British Airways, and you therefore decided to purchase a new ticket with another airline.   Unfortunately we're unable to reimburse you for the new ticket you purchased however, you are entitled to a refund of the unused sectors on your booking.  I understand you've been in contact with our Customer Relations and Refunds teams to obtain your refund, and I'm concerned to note you've still not received it.  I appreciate this must be very frustrating, especially as you've been given different reasons as to why the refund has not been processed. I've checked with our Refunds team, and they've confirmed that a refund of €443.34 was processed on ** May 2016.  It can take up to one billing cycle for the refund to show in your account, but you should have received it by now.  I'd suggest you contact your bank directly and ask them to trace the transaction.  We're able to provide a transaction number, should your bank need this.   We're very grateful you've taken the time to let us know what happened.  It’s only through your feedback we’re able to focus on areas where we need to improve, so we can offer you the best possible service.    Thanks again for taking the time to contact the Revdex.com, and for giving us the opportunity to review your complaint.  We value your continued loyalty and support as a Gold member of our Executive Club, and I hope to hear from you shortly.        Best regards   Laura M[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]

The following email was sent to [redacted] on **Jan16: **Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the...

email** Dear [redacted]Further to our telephone conversation, please find your case reference beneath my name.  I can confirm that we have now sent booking [redacted] to our Refunds team to check whether there is any refund of unused taxes due back to you.  If there is, they'll issue the refund back to the original form of payment.  As advised, the ticket you purchased is non refundable, therefore any refund of taxes will be minimal.   As discussed, because you didn't take the outbound flight on your booking, the inbound flight was automatically cancelled.  We clearly state in the Terms and Conditions that you agreed to at the time of purchase, that all flights must be taken in sequence. We want to make sure the service we offer our passengers is consistent and fair.  Having policies in place helps us do this so it’s clear for our customers what they should expect from us and in turn, what we expect from them. Customer feedback gives us an idea of how to shape our policies, so we can make sure our business is as efficient as possible, but it also helps us to understand what works well for our customers.  This ensures both our customers and our rights are protected.If you have anything else that you'd like to discuss, or if you'd like to provide any further feedback, please feel free to contact me using the blue link below my name.  Best regards Sarah H[redacted]British Airways Social Media ExecutiveYour case reference is:[redacted]
 
 
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The following email was sent to [redacted] on **Apr17:Dear [redacted]We've recently been contacted by the Revdex.com on ** March, regarding a recent booking you made from Seattle to Las Vegas with Alaskan Airlines.  Please accept my apologies for the delay in getting back to you. I'm...

sorry to hear you experienced some issues with your booking you made over the phone on ** January.  I understand when you went to the check-in desk at Seattle airport there was a problem with your tickets, so you had to purchase two new tickets at a much higher fare.  I do not doubt the inconvenience this must have caused both you and [redacted].  It must have made matters even worse, as I understand the Avios for the booking you made over the phone had already been debited from your Executive Club account.  As a highly valued Blue member of the Executive Club, I realise this is not the level of service you would expect to receive.       After further investigation of your booking reference, [redacted], I'm afraid your flights were not ticketed at all.  This means, you would never have received email confirmation for these flights or any reference to a ticket number.  After the agent you spoke to on ** January cancelled your original booking reference, [redacted], unfortunately the next agent you spoke to didn't book the flights correctly on reference [redacted].I can see the 30,000 Avios were redeposited into your Executive Club account on ** March.  I have sent your booking to our Refunds team so they're able to refund you the $22.40 you were charged in taxes.  If you are able to provide us with the receipt of the new tickets which you purchased at Seattle airport, I'd be more than happy to review these costs.  Please use the following link to upload your receipt:[redacted] In addition, it would be helpful if you could send me the following information:    Bank name Branch name Routing number (9 digits - please provide the paper and electronic sort code) Account number (1-20 digits)   You can send us your information by email or fax it to [redacted].  You’re welcome to send more than one email if you’re concerned about giving us all your details at the same time.  Please remember to include your Customer Relations reference number if you decide to fax us.Please be assured, I've passed the details of your journey to our Customer Experience team so they're aware of what happened when you travelled.  I know they'll value your insight, especially coming from such a valued traveller like yourself.If there's anything further I can assist you with, please don't hesitate to contact me directly using the blue link below.  I hope we can welcome both you and [redacted] back on board again soon.           Best regardsKerrie C[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]