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The following email was sent to [redacted] on **Dec16:Dear [redacted]We've received your complaint which has been sent via The Revdex.com.  I apologise for the delay in our response.  I completely understand why you're unhappy with the service you've received...

after the flight you initially booked with American Airlines was cancelled.  I'm so sorry you're feeling let down.I'd like to look into the concerns you've raised, but I'm afraid I've been unable to locate your booking.  I'd be grateful if you could provide us with a booking reference, or the details of your original itinerary so I can investigate this for you.Thanks again for your time and I look forward to hearing from you.Best regardsLexy R[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]

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:

The representative of British Airways is still giving us a rounaround.  We have purchased the flight ticket from British Airways which was lost not by our fault, but due to incomptetnce and misshadling of their appointed agent. British Airways is suggesting us to contact their partner for  a refund.  is rediculous! It is their responsibility to solve the problem with their partner and compansate us! If we buy for example a Sony TV and it doesnt work because it got damaged by the delivery service, it is Sony who has to replace the TV and solve the issue with their partner. We paid British Airways we want them to refund our unused ticket. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The following email was sent to [redacted] on **Jan16: [redacted]  [redacted] [redacted]...

[redacted]
 Dear [redacted]Thanks for coming back to us. While I appreciate your reasons for asking, I'm afraid I'm unable to refund your excess baggage fee.I'd like to inform you that, under the Montreal Convention if a bag is mishandled passengers are only liable to claim for the essentials purchased as a result of the delay.  However, if you have travel insurance it may be possible to claim for the delay caused. Thanks again for taking the time to get in touch with us.  If you have any questions, please don’t hesitate to contact me directly.  I hope we can welcome you on board again soon.   Best regards Eric D[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]
 
 
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The following email was sent to [redacted] on **Apr16:Dear [redacted]We've been contacted by the Revdex.com on ** March regarding your baggage when you travelled between London Heathrow and Cairo on ** February.  Please accept my apologies for the delay in...

getting back to you. I'm sorry to hear you arrived into Cairo airport to find some of your valuable items had been removed from your luggage.  All checked luggage goes through a complex process on its way to and from the aircraft so it’s very difficult to find out what happened.  It’s unusual for items to go missing and we do our best to make sure your bag is looked after when you travel with us.Unfortunately, as previously advised, we need you to tell us within seven days of receiving your baggage if you believe there are items which are missing.  As you advised us on ** March and your flight was on ** February, I’m afraid this means we can’t accept your claim.  This is detailed in our General Conditions of Carriage, which you must accept when you make your booking so I’m sorry if you weren’t aware of this.  I know you will be disappointed with our response, however, you may be able to make a claim through your travel insurance.I do not doubt the frustration and upset this has caused you, but we're really grateful you've taken the time to let us know what happened.  I've sent the details of your complaint to our Customer Experience team who I know will appreciate your insight.    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're able to demonstrate the British Airways experience at its best the next time you travel with us.      Best regards Kerrie C[redacted]Senior Service Recovery ExecutiveYour 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]

Tell us why here...Dear [redacted] Thank you for making further contact with us via the Revdex.com on ** September.  I'm sorry to see you remain unhappy with my response.  I also apologise for our delay in replying. Following your recent contact I've completed a full review of your case, and can confirm that the cancellation fees are displayed and fully disclosed to our customers during the booking process. My advice on this occasion is to cancel your booking online.  You'll be debited the £35.00, and the 1,900 Avios points used will be credited back to your Executive Club account.  Once this has happened, forward to me the documentation showing that you've been charged the £35.00, and as an exception, on this occasion, I'll reimburse the £35.00 cancellation fee back to you by check or bank transfer whichever you prefer. You can send the relevant documentation to me by using the blue link below: [redacted] Thanks again for taking the time to contact us and for giving me the chance to help.  I hope despite this experience you'll consider booking another hotel with us in the near future.  If there's anything else I can help you with, please let me know.     Best regards   Richard S[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]

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:

Seat 80K on British Airways A 380 DOES NOT have a window.  To quote seat guru - this seat has a protruding exit door and no window.  I sat in this seat and faced a wall.  The only window I had access to belonged to the seat behind me.  The link sent to me by the respondent did not work either - it is most likely from an intranet site and hence does not load for an external customer.  This whole experience reeks of false marketing and deception.  Seat 80K should not have been sold to us as a window seat. It is not configured as a window seat.  BA knows this and I sat in this seat and know it too.  I will be sharing this information with my over 1000+ FB and Twitter followers.  It is the principal of the matter and not the $80 that is important.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The following emails were sent to [redacted] on **Jul17 &  **Jul17:Dear [redacted] Thanks for taking the time to read this email.  We've been contacted by the Revdex.com regarding your flight from Seattle on ** June 2017.  I'm sorry for our...

delay in replying.  I completely understand how disappointing it is to be downgraded, particularly when you're travelling on such a long flight.  I know you don’t expect this when you travel with us but please let me explain our position. There 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 also 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 turn up for their flight than we expect.  We normally ask for volunteers so people who are happy to accept compensation are downgraded first.  If no one steps forward, we have to choose customers at random.  I appreciate this doesn’t change how you were affected and I’m sorry we let you down. The amount of compensation we provide for passengers who are downgraded from World Traveller Plus to our World Traveller cabin is either £75.00 ($100.00) in cash or a £100 ($130.00) eVoucher, which can be used when booking a future flight on ba.com.  Our records show this was advised at the time and the Customer Service Manager has updated the booking to reflect this information.  This is a set amount that is designed to ensure all downgraded passengers are treated equally, I'm afraid I can't issue the $200.00 stated in your email. Please reply to this email and advise which of the two offers you'd like to receive.  If you choose the cash compensation, please also forward me the following bank details and I'll get the cash to you straight away:  Bank name Branch name Sort code (6 digits) Account number (8 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.  I’ve sent your booking to our Refunds team and they've replied to advise that a refund has been issued for $593.00.  The money is being sent back to the original form of payment within the next 10 working days.I realise the situation has been made worse by the problems you faced on board.  I can imagine this wasn't the most restful flight and know from experience that getting baby sick on you is not pleasant at all.  I hope our staff were able to help you get cleaned up.I also want to explain why it's taken us so long to get in touch.  you may have heard that we experienced and IT fault on the weekend of ** May 2017.  Well as you can imagine we've been inundated with claims from passengers because of this.  this means that we're finding it hard to reply to everyone as quickly as we'd have liked. Thanks again for getting in touch with us.  We appreciate your support and I hope despite this experience we'll get the chance to welcome you back on board again in the future.  Please feel free to contact me directly by using the blue link below if I can help you with anything else. Best regardsRichard S[redacted]British Airways Customer RelationsYour case reference is:[redacted]=========================================================Dear [redacted]Thanks for sending me the requested bank details.I'm pleased to say I've set up the bank transfer for $100.00 as previously advised.  The money will be sent to your [redacted] account in the next 10 working days.Thanks again for following this up with us.  I'm sorry for any disappointment caused.  If there's anything else I can help you with, please let me know.Best regardsRichard S[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Jul15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email** Dear **...

[redacted]Thanks for contacting us via the Revdex.com.  I'm sorry that you missed your connection in Chicago due to the late arrival of your American Airlines flight from Detroit.  I appreciate this caused you a lot of inconvenience.  I've looked at your booking, and can see that when you missed your original flight, we rebooked you onto an alternative the following day.  You didn't take this flight, and were marked as a no show.We have no record of a second flight being booked for you, and it seems very likely that your travel agent booked this as a separate ticket.  This would be deemed a new contract and separate from any original booking you had.  I've not been able to find another booking for a British Airways flight for you, so the new booking may have been made with American Airlines.  In this case it wouldn't have been the flight at 18:10 as this was [redacted].  We also have no record of you travelling on this flight.If you can provide me with more details, I'll be happy to look at this again.  However, without more information, there is little we can do, as you didn't take the rebooked flight.  As a no show, you wouldn't receive any refund on this particular ticket.I'm sorry I can't help more at this time, but hope I've been able to explain why.  I hope that you'll choose to fly with us in the future, and we look forward to seeing you.  If you can provide more information, please use the link below to get back to me.Best regardsNigel S[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]
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The following email was sent to [redacted] on **Aug17Dear [redacted] I have been asked to get in touch with you about your claim following your contact with the Revdex.com.  I'm sorry for the delay in resolving this for you and appreciate that this must...

have been extremely frustrating for you.  Thanks for your email about your delayed bags on your journey from Miami to Tel Aviv via London Heathrow.  I know how inconvenient it must have been for you all to arrive at your destination without your belongings, especially as you were travelling with children.  It’s important to us that we offer each of our customers outstanding service and I know this wasn’t the case when you travelled.  We try to make sure all bags are handled correctly when they’re within our care, and I absolutely agree we’ve let you down.I can see that you refer to a claim relating to the contents of your bag.  I can only apologise that this wasn't returned to you quicker, this happens rarely as we do all we can to have bags delivered as quickly as possible.  I realise this wasn't ideal and do understand your reason for claiming for the contents of the bag, however I'm afraid that as this has now been returned to you we wouldn't be able to cover this part of the claim.  If you have any additional receipts relating to items that were replaced while you were waiting for the bag to be returned please send these to me via the link below and I'll be happy to consider these as part of your claim. [redacted]   [redacted]
 
[redacted]
  [redacted]I completely understand how difficult it must have been for you and your family to be without your bags and I’d really like to resolve this part of the claim for you.  You have confirmed in your complaint submitted to the Revdex.com that you had to buy essential items totalling an amount of $273.00.  We have also received your receipts.  You also have confirmed that your baggage was damaged.  Our guidelines for this do confirm that we ask that damage to baggage be reported within 7 days.  To date this hasn't been reported.  Taking into account the circumstances however, I have also arranged to reimburse the $140 claimed for this as a gesture of goodwill.We would be unable to offer you the compensation amount claimed relating to the actual cost of your trip.  I'm afraid that offering a refund in these circumstances is something that we would be unable to do.  I'm sorry to disappoint you.Thanks again for taking the time to get in touch with us so we could make amends.  I do hope we can look forward to welcoming you and your family on board one of our flights again soon.  If I can help with anything else please don't hesitate to contact me via the link below.     Best regards  Karen S[redacted]Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is:[redacted]

Dear [redacted] We've been contacted by the Revdex.com regarding the problems you had travelling from Porto to Vancouver at the end of March. I'm very sorry to hear you were unable to check in for your flight from Los Angeles to Vancouver.  I've checked the details in your...

booking and it states [redacted] actually cancelled this flight on ** February.  As we acted as your booking agent and American Airlines notified us of this cancellation, we should've contacted you before travel and arranged for you to be rebooked on the next available flight.  Sadly this didn't happen and I really am very sorry for the stress and inconvenience this caused you. What concerns me is although the problems you mention were not caused by [redacted], they really should have looked to rebook you to Vancouver themselves under the one world agreement, rather than telling you to speak to [redacted] at Madrid airport.  This would have prevented you having to travel to London and endure the terrible experience you mention at Heathrow airport.  This is certainly something we'll be following up with them. With respect to the seating issue you had on your flight to Vancouver, given everything that happened, I can appreciate your frustration and disappointment with this.  We want our passengers to have the widest choice of seats available when they book their flights.  We do try to make your time in the air with us as comfortable and relaxed as possible, but I’m afraid we cannot positively guarantee a particular seat to anyone.  This is outlined in our conditions of carriage.  Your frustration must have been compounded by the in-flight entertainment not working on your flight.  We know our in-flight entertainment is an important part of your travel with us, and it's disappointing there were problems on the day you travelled.  I realise you don't expect this to happen when you fly with us and I absolutely agree we’ve let you down.         Our records show we've already offered you an eVoucher for $100.00 to recognise the poor experience you had.  After reviewing this, I've cancelled this eVoucher and would like to offer you a new one for $250.00.  I've included your eVoucher details below with a link to some helpful information about how you can use it:   eVoucher number: [redacted] Name: [redacted] Value: $250.00 Expiry: 26/**/17     If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:   [redacted]   I'd like to assure you I've notified our Customer Experience team of your disappointment.  I know they'll share my concern with what happened and look at what we could've done to prevent it. Thanks for getting in touch, and for your helpful observations about our service.  We really do appreciate you choosing to travel with British Airways and I hope you'll fly with us 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[redacted]British Airways Customer RelationsYour case reference is:[redacted]

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:

they need to pay me for a new bag . This bag cannot be repaired and plus I have bought several items while waiting for 5 days on the bag to arrive which was delayed for 5 whole days . I spent more than 200 dollars on clothes and necessary items to survive while waiting on my personal items in my bag . British airways have NOT resolved or attempted to resolve my problem . This is very poor customer service and unacceptable in closed photos of the damaged bag .British airways needs to pay me for the delay of 5 days for the bag to arrive then they need to pay me for the items that I bought to survive without my bag and for a new bag to replace the damaged bag .extremely poor customer service 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The following emails were sent to [redacted] on **Sep16 & **Sep16:Dear [redacted]Thanks for contacting the Revdex.com about your flight from Newark on ** August 2016.  I'm very sorry your flight was delayed, I understand how disappointing it must have...

been for you.  Please accept my apologies I've not contacted you sooner.We take all reasonable measures to avoid delaying a flight and we’ll always consider if there are any operational options available before we make a decision.  However, I’ve checked the details of your journey and I’m pleased to advise you’re entitled to compensation for the delay to your flight BA[redacted] on ** august 2016.  The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with EU legislation.  Because you arrived at your destination within four hours of your scheduled arrival time, you’re entitled to €300.00 in compensation, which is 50% of the full amount. The total amount of compensation you’re due is $670.54 as there are two passengers included in your claim.  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 (9 digits - please provide the paper and electronic sort code) Account number (1-20 digits)   You can send us your information by using the blue link below my name.Once again, I'm very sorry for the delay and for any inconvenience.  I hope we will be welcoming you on board with us very soon, and I look forward to hearing from you.  Best regards Samantha M[redacted]Senior Service Recovery ExecutiveBritish Airways Your case reference is:[redacted]Dear [redacted]Thanks for your email dated ** September about your flight from New York on ** August.As promised, I’m arranging for €600.00 to be transferred to your father's bank account using the details you provided.Thanks again and I hope we'll be welcoming you and your family on board with us very soon.  Please feel free to contact me directly by using the link below if you need any further help.   Best regards Samantha M[redacted]Senior Service Recovery ExecutiveBritish Airways Your case reference is:[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I can neither accept nor reject the business's response at this time, since their response is simply a promise to investigate further and get back to me in 10 days.
Sincerely,
[redacted]

The following email was sent to [redacted] on **Oct15:[redacted]
[redacted]
[redacted] Dear...

[redacted]We've been contacted by the Revdex.com regarding the claim you made after your baggage was damaged when you travelled from Bucharest to Las Vegas on ** August.  I'm sorry to hear you've not received a response since you contacted us with your receipts for the items that were also damaged.  Please accept my apologies for the delay in contacting you. I understand we've arranged for your damaged baggage to be replaced.  We've also received one receipt for the amount of 279.00 CHF to cover the damaged contents.  I'd be glad to reimburse the 279.00 CHF you've paid, this converts locally to $285.16.  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 (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.Once again, I'm truly sorry that it's taken longer than we would like to respond to you.  Please be assured this is not our usual standard of service.  I look forward to hearing from you soon so I can bring your claim to a swift close. Best regardsEmma C[redacted]Senior Service Recovery ExecutiveYour 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]
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The following email was sent to [redacted] on **Jun16:Dear [redacted]Thanks for contacting the Revdex.com regarding your pre-wedding honeymoon to London in May.  I understand you upgraded both your inbound and outbound flights to travel in Club World as a...

special treat for [redacted], so I'm very sorry to hear your experience was not up to the standard you expected.  I can fully appreciate why you and [redacted] are so let down so please accept my sincere apologies.I can fully understand when after waiting 20-30 minutes for the aircraft to be cleaned, you found our Club World cabin to be very dirty.  It is unacceptable for there to be crumbs on your seat, your blanket to already be opened and lipstick on your pillow.  I'm pleased a member of our cabin crew was able to replace it for you, however, after paying to upgrade to Club World I can see how unpleasant this must have made your journey.We’ve made improvements to our cabin environment which included spending more on specialist cleaning equipment.  We’ve also set up new performance-based contracts with the cleaning company we use, which helps us maintain our usual high standards.  It is clear on this occasion our cabin wasn't up to our usual standards so you have every right to feel annoyed by this.I realise you also wanted to work throughout your flight to London Heathrow so the power outlets not working and your in-flight entertainment being broken for three to four hours into your flight, must have only added to your frustration.  We've recently looked into our own processes to make sure the problems our customers have on board are reported and dealt with as quickly as possible.  While I know it won't make up for how frustrating the power faults made your journey, I can confirm they were reported to our Engineering team.While it isn't always possible for us to stock enough of every meal for all our customers in our galley, the multiple issues you had already encountered must have only been compounded by the fact we ran out of vegetarian meals.  I’ve sent the details of this issue to our Catering team, so when they analyse our service they can use your comments to help them tailor any changes.  I know they’ll definitely value your insight.I hope despite your disappointing outbound journey to London Heathrow, you and [redacted] enjoyed your stay in London.  However, I fully appreciate you did not expect to have similar and further issues on your return, especially as again, you had upgraded to travel in Club World.Firstly, I'm sorry you were not made aware the upgrade you paid for at San Francisco, was only one way and not valid on your return.  I realise how surprised you were when you were told you would have to pay a further £699.00 for your flight from London Heathrow to San Francisco.  Understandably, as [redacted] was excited about travelling in Club World, you paid this upgrade fee.  I can't apologise enough for the second poor and disappointing journey you experienced with us.The safety of our staff and our customers is always our number one priority so it was absolutely necessary for your flight back to San Francisco to have to turn back to the gate due to an electrical smell at the back of the aircraft.  However, I can fully appreciate being on board for one and a half hours and not being allowed access to the Club Kitchen must have been very annoying for you.  I can understand having to wait over three hours for your lunch to be served was not what you were expecting.After finally taking off, I understand the Captain announced all power would have to be turned off as instructed by our Engineering team.  I know this meant no power outlets or in-flight entertainment was working and you were unable to recline your seat into a flat bed to get some rest.  Again, after paying such a large amount of money to travel in Club World, I certainly agree you did not receive the outstanding service you rightfully expect from us.  I can confirm we would never turn off the power if this meant the safety and security of our staff and customers was compromised.  However, I can certainly see how anxious this must have made you.  Please accept my sincere apologies for the discomfort this caused you for the second time.  I can understand and appreciate how let down you must be feeling.I realise the delay of your flight caused you to overstay your park n' fly parking and unfortunately, any extra charges aren't something we would be able to reimburse.  I'm sorry.We really appreciate your loyalty as Blue members of our Executive Club and for choosing to fly in Club World.  To apologise for the very disappointing experience you had, I would like to offer yourself and [redacted] an eVoucher for $500.00.  I've included your eVoucher details below with a link to some helpful information about how you can use it: *
[redacted]
[redacted]
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[redacted]  If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:  [redacted] Thanks again for getting in touch and giving me the chance to look into this for you.  I hope despite this experience, if you haven't already had it, you and [redacted] have a wonderful wedding.  I know this isn't what you expected from British Airways and I can't apologise enough for this.  Hopefully, we will have the chance to show you our service at its best in the future.  If there is anything else you would like to discuss, please don't hesitate to contact me using the blue link below. Best regards Jemma S[redacted]Senior Service Recovery ExecutiveBritish AirwaysYour case reference is:[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 resolved.
Sincerely,
[redacted]

Tell us why here...Dear [redacted]Thanks for taking the time to contact the US Department of Transportation and the Revdex.com regarding your flight to New York on ** March.  I'm sorry to hear your bags were delayed on arrival, I appreciate how frustrating this must have been for...

you, particularly as one item was damaged when it was returned to you.  As my colleague, Revati, previously explained,  we require proof that the fragile item was professionally packed for air travel.  This would need to be a receipt or written proof from the company, confirming that the item was professionally packed.  I understand from your reply emails that you packed it in Italy, however, as this wasn't professionally done, we wouldn't be liable to cover any damages.  However, we are willing to contribute $200.00 as a gesture of goodwill.  You may also be able to claim any additional expenses from your travel insurance and I'd be happy to provide any documentation you need to support your claim. 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 (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. Thanks again for taking the time to contact the US Department of Transportation and the Revdex.com.  I hope we get the chance to welcome you back on board in the not too distant future.  In the meantime, if there's anything else I can help you with, please don't hesitate to contact me.      Best regards   Danielle D[redacted]Senior Service Recovery ExecutiveYour case reference is:[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me and the matter has not been resolved.
Sincerely,
[redacted] THE ISSUE IS NOT RESOLVED.
On ** May 2016, I received an email from BA customer
Relations (Antoinette A[redacted]) stating that my “Travel Agent” changed my
seats and was advised to contact CheapTickets. I contacted CheapTickets and
received a reply from them on * June 2016 (attached), in which they state they
did not change any of our seats with British Airways and we should contact them
for a refund. After additional email correspondence
with British Airways with no reply’s, I
decided to send all emails correspondence to British Airways, [redacted] by Certified Mail, ** Jun 2016, in the hope
that I would receive a response. The certified mail was received and signed for
on ** Jun 2016. I did not receive any response from British Airways until the
Revdex.com’s request.

Tell us why here...Dear [redacted] We've been contacted by the Revdex.com regarding the problems you've had claiming a refund of the 4,500 Avios you used for booking [redacted]. Firstly, I'd like to offer my sincere apologies for the time and effort taken to try and obtain your...

refund.  I accept as a Blue member of our Executive Club, you have every right to expect far better service. I've looked into this outstanding issue and although the request to action your refund has been made, it appears it's never been actioned.  I'd like to assure you I've notified our Customer Experience team of your disappointment.  I know they'll share my concern with how long it's taken to resolve this issue and look at what we could've done to prevent it. To avoid any further delay, I've now credited the missing 4,500 Avios to your account.  Also, to recognise the time taken to resolve this matter, I've credited an additional 4,500 Avios.  Please accept these with my compliments.  Thanks for your helpful observations about our service.  We value your loyalty as a Blue Executive Club member, and I hope despite what happened, you'll fly with us 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[redacted]British Airways Customer RelationsYour case reference is:[redacted]

The following email was sent to [redacted] on **Sep15:[redacted]
[redacted]Dear [redacted]I'm concerned to learn from the Revdex.com that you remain dissatisfied with our response to the issues you'd raised.  They'd contacted me on ** September, so please accept my apologies for the delay in replying to you.Please be assured, we do not underestimate the impact a delay in receiving luggage has on our customers.  We do all we can to ensure a customer's bags travel with them, but it's not something we can guarantee.  When luggage does miss a flight, we actively work with all airports and airlines involved to locate it and return it to our customer as quickly as possible.British Airways is covered by the Montreal Convention.  This limits our legal liability for delayed or lost luggage.  During the delay, we're able to cover the cost of a limited amount of essential items that you may have needed to purchase while without your bags.  If you did purchase any essential items while you waited for your luggage, I'd be happy to assess your claim.  Please could you send me copies of any receipts you have?  Please list any other items and their value.  You can upload documents using the link below:[redacted]Alternatively, these may be sent to:
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** *Fax:  ###-###-####Please remember to include your Customer Relations reference number if you decide to fax us.We're very much aware that the contents of luggage may have an emotional value beyond the financial value.  For instance, photographs can't always be replaced and are obviously precious.  For these reasons we can't offer compensation for consequential loss.   I'm sorry the agents you spoke with, while your luggage was missing, were so unhelpful.  You'd correctly reported the problem both at Linate on ** July and in Washington on ** July.  This gave you World Tracer references [redacted] and [redacted] respectively.  For the terms of the Montreal Convention to apply, it was important that you did this.At the time you were given each of these references, each agent should have explained what would happen next.  These reports alert all users of the World Tracer system that bags are missing.  Any bag not where it's supposed to be can be checked against the database.  Once luggage has been found, the update is immediately added to the World Tracer file.  A route back to the owner is booked and the customer is notified by their chosen contact method.While we appreciate customers would like to be contacted more proactively, until we have a positive update, there is nothing we can add.  Although I know it's frustrating, our telephone agents wouldn't have been able to tell you where your luggage was. The World Tracer agents are specialists in luggage tracing.  I'm afraid they couldn't raise a complaint or a claim for costs on your behalf.  They were correct in asking you to submit either a letter or email as any claim does need to be made in writing.  However, it's disappointing that they didn't refer you to our website, ba.com, where all of our contact details can be found.If you haven't found these pages, please follow the "Information" tab at the top of most of the pages, then select "Baggage essentials".  On this page, please refer to the "Lost and damaged baggage" link.  Alternatively, the information is here:[redacted]I understand your reasons for asking, but we're not able to refund the cost of carrying your extra piece of luggage, because it did travel with us.  This charge covers the cost of handling luggage and the impact the extra weight has on an aircraft's fuel consumption.  Had your luggage been lost, something we'd acknowledge after 21 days, though we continue to actively search for 90 days, we would reimburse the charge.  The only other time we'd reimburse the charge would be if a customer no longer requires the extra item and asks for a refund prior to travelling.  You'd have agreed to these terms at the time you booked the extra allowance.  As a gesture of apology for our handling of this situation, I'd like to offer you this eVoucher for $100.00.  Please accept this with my compliments.eVoucher number:  [redacted]   Name:  Fields  Value:  [redacted]   
[redacted]  ** September 2016If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:
[redacted] Thank you for pursuing this matter with us.  I know this isn't the response you were hoping for and I'm sorry to disappoint you.  However, I've passed your detailed account of your experience to our Customer Experience team.  They monitor our customers' concerns and address areas where we can improve upon our processes and products.  Despite this experience, I hope we can welcome you on board again in the future.  Please let me know if I can be of any further assistance.Best regardsJoy C[redacted]Senior Service Recovery ExecutiveBritish 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 Plc - Waterside, Speedbird Way, Harmondsworth, UB7 0GB, United Kingdom.  (To find out more, click here [redacted])
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