ComplaintsforBritish Airways

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a round trip to travel to ****** but I had to cancel due to a death in the family and shared the obituary with British airways to let them know why I canceled my flight. I paid $1650 for the trip but when British airways refunded my money, they only refunded $340. I was hoping they would give me a credit to use my travel voucher on another trip. I reached out to the claims department and they denied my refund again. I am hoping to get a resolution with BA giving me a full refund or giving me the opportunity to use my voucher another time

  Business response

  07/10/2024

  The following email was sent on 08Jul24:

  An update from British Airways
  
  Dear *************
  
  Thanks for contacting the Better Business Bureau. Your case has been forwarded to Customer Relations and we have been asked to reply to you directly.
  
  Im very sorry to learn of the passing of your family and I understand why youve taken the time to get back in touch with us regarding your booking you made with us under booking reference, *******
  
  I appreciate you requested to cancel your booking online and received a refund of applicable taxes for $319.50. As your ticket was cancelled voluntarily online and you did not contact us to discuss your situation prior to making this request, your refund was processed as per fare rules of the ticket.
  
  I understand youre wanting to be able to travel with us again soon to visit the ** and I would certainly be more than happy to place the difference which is $1,299.90 on an eVoucher you can use to make a new booking with us on our website. Please see your eVoucher details below and there are full details about how to use this here.
  
  ******** ******* ************** ***** ******** ***************** ***** ***** ****** ********* ******** **********
  
  Once again, please accept our sincerest condolences to you and your family at this difficult time. We do hope we can welcome you on board with us soon.
  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is* ********

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I planned a vacation for me and my family for 6/3-6/17 from ***** to ********* and ****** on British Airways. I purchased 5 premium economy tickets back in February and paid $13,282.00. On Monday 6/3 we were supposed to travel *****-****** and Tuesday 6/4 ******-*********. Flight BA0206 ***** to ****** was cancelled 3 hours before scheduled departure for mechanical reasons. I tried contacting BA multiple times over the phone and received no help. I went to their airport counter and was told the best option they could give us was to travel 6/7 in main cabin to *******1.We had to cancel the part of our vacation in ******** because we arrived 5 days later. Our vacation ended up being 6/7-6/17 instead of 6/3-6/17.2.We were charged a cancellation fee by the hotel in ********* and were not refunded for the cost. 3.We couldnt use the ****** to ********* tickets and were not refunded for the cost. 4.Also we paid for five(5) premium economy tickets and had to travel in coach. This difference was also not refunded. Can the airline sell a ticket for premium economy which was twice the price, and then not provide the service or refund the difference? Do I have to pay for hotel cancellation when British Airways cancelled their flight for mechanical reasons? We never made the flight from ****** to *********, why is this not refunded? While I submitted a claim immediately, I have yet to receive a response from BA weeks later. Any help you can provide to reach a fair resolution would be greatly appreciated.

  Business response

  07/17/2024

  The following emails were sent on 11Jul24 & 15Jul24:

  Dear ***************** ********
  
  An update from British Airways
  
  Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
  Were sorry it was necessary to cancel your flight to *************** on *********************************************** contact about this. We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision. We'd also like to thank you for your patience while we got back to you about this.
  
  
  Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA0206, on 03 June.
  
  The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with UK law. This means youre entitled to ****** in compensation.
  
  If you are claiming compensation for all other passengers on your booking, we would need a signed letter of authority from ***************************, confirming they are happy for you to claim on their behalf. Please include your case reference number, which is ********, on this letter. You can upload the letter here.
  We're also happy to reimburse the expenses you incurred during the disruption in full. This would be for the total $386.99. 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
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  You will be entitled to the applicable refund for the downgrade in cabins and for the unused flight as a result of the cancellation. However, you would need to contact your original booking takent to process this request. We cannot process a refund on bookings unless they were made directly with us. 
  
  Thanks again for getting in touch. Please feel free to contact us, using the blue link below, if we can help you any further and we look forward to welcoming you on board again soon.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  =============================================

  Dear ***************** ********
  
  An update from British Airways
  Thanks for providing the requested information.
  I've raised two bank transfers for $3,351.39 and $386.99 to your Chase bank account. They may take up to 21 working days to appear. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.
  Thanks again for contacting us.  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer response

  07/26/2024

  Better Business Bureau:
  
  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.
  ***** *************************** ******************** ***** ******** **** *** **** **** ** *** ***** ********** ************************************************ ***** ********** *********************************************** ******** *** *** **** * *** ******* **** *** ******** **** ********* * ********

  Good afternoon,

   

  Please **** this complaint (reference ID # ******** ) as resolved with British Airways. Thanks to the intervention of Better Business Bureau, we received a response and resolution with British Airways. 

   

  Thank you for your help. We really appreciate it.

   

  Best regards,

  ********************************* & ***************************

  
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Subject: Reimbursement Request for Flight AA2899 and AA0106 on 6/24-6/25 Dear British Airlines and American Airlines Customer Service,I hope this message finds you well. I am writing to formally request a reimbursement for my flight AA2899 from ***** to ***, *** to *** and *** to ****** on 6/24-6/25 Unfortunately, due to significant delay, I have incurred additional expenses and inconvenience. During my travel experience, the British Airway staff has been unprofessional, dismissive, and displayed poor customer service skills. As a result, I am seeking reimbursement for the following:Full reimbursement of flight due to 48 hours of inconvenience with British Airways-$577 Missed attendance of pre-paid music festival- $573.33 Lost baggage due to crew not loading luggage for rebooked flights on 6/26 per gate manager at ***********, gate A 12.Rebooking of train transportation from *** to ******** on 6/25 and 6/26-$102 Hotel expense due to missing train and cancelled flight on 6/26-6/27- $357 Uber transportation on 6/26 to and from LHR and GTW due to no seating availability via National Express Transportation- $183 I have attached all relevant receipts and documentation to support my claim. Please let me know if any further information is required.I appreciate your prompt attention to this matter and look forward to a swift resolution. Thank you for your understanding and cooperation.Sincerely,*************************************, ********* ************ Booking Reference: ******* Confirmation Code: ****** Ticket Number: **************

  Business response

  07/01/2024

  From: Global Customer Relations
  To: 
  *************************************
  View sender and recipient email addresses
  
  Dear WASHINGTON
  
  An update from British Airways
  
  Were sorry it was necessary to cancel your flight to ****** on *********************************************** contact about this. We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision.
  
  We acknowledge the inconvenience you experienced during your trip with us. We understand the importance of punctuality and regret that your journey was disrupted. Your feedback is invaluable to us as it allows us to identify areas for improvement and deliver a more comfortable and enjoyable travel experience. Weve shared your comments with our colleagues from the relevant team to improve our services.
  
  We understand that words cannot fully rectify the distress caused, but we hope to regain your trust and confidence in our airline. Please rest assured that we take your feedback seriously and are committed to making the necessary improvements to prevent similar incidents in the future.
  
  Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA0504, on 25 June.
  
  The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with UK law. This means youre entitled to ****** in compensation.
  
  The total amount of compensation youre due is ****** as theres only one passenger included in your claim.
  
  Also. we will be happy to consider any valid expenses incurred due to flight cancellation. I'd request you to kindly share the receipts of the expenses so that we may investigate and settle the claim as we are unable to comprehend the attached receipts.
  
  Further, we would not be able to reimburse the cost of the missed music festival. Our liability under ** Regulations only covers the cost of certain transport, overnight accommodation requirements and reasonable refreshments costs incurred over the delayed period. However, you may be able to claim this consequential loss through your travel insurance policy.
  
  Additionally, we kindly request that you provide your billing address so that we can proceed with requesting your bank details for the bank transfer process.
  
  Once again, please accept our sincere apologies for the issues you have faced because of the disruption. Thanks again for getting in touch. Please feel free to contact us if we can help you any further and we look forward to welcoming you and your family on board again soon.
  
  Best regards
  ****** ******* ******* ******** ********* **** **** ********* *** ******** * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
  

  Customer response

  07/09/2024

  Better Business Bureau:
  
  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. Please mail check to my home address 
  is ******************************************

  
  Sincerely,
  
  *************************************
  
  
  
   
  

  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i tried to book my tickets using british airways. Details are in the pdf file. Online, it gave me an option to pay using avios but when i tried to process the payment, it failed (error screenshot in the pdf file). I tried multiple times. Finally i called british airways as suggested and booked with the help of the agent. But in this process the agent couldnt use the avios as shown in the screenshot in the pdf. I feel that british airways should fix the site and also compensate me for not letting me to use avios

  Business response

  07/10/2024

  The following emails were sent on 28Jun24 & 03Jul24:

  Dear ******
  
  Your feedback to British Airways
  Thank you for contacting the Better Business Bureau. A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. We'd also like to thank you for your patience while we responded to you.
  We're very sorry you experienced issues when you were trying to make a booking from Phoenix on BA.com. I understand you wanted to use some of your Avios to offset some of the cost of your booking, but you were unable to do so. I appreciate your reasons for calling us and making the booking over the phone.
  Although I'm pleased you were able to make your booking and we waived the service fee, it's disappointing to see that the option of ******* Avios was no longer available. I can see from your booking you instead had to use ****** Avios.
  I note from your email that you'd like us to apply the Avios of ******* to your booking. Unfortunately, no fare or price is guaranteed until payment has been taken and a booking reference has been generated. we're also unable to apply Avios to a booking retrospectively.
  We value your loyalty as a Blue member of our *************** and know this experience did not meet our usual standards. *** added ***** Avios to your ************** account, and hope this goes some way towards making up for what happened.
  We do appreciate your feedback and for making us aware of what happened. I've ensured this has been passed to the relevant teams to help us improve your experience going forward.
  Once again, please accept our apologies. I hope you enjoy your trip in September and we look forward to welcoming you on board. 
   
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  =====================================================

  Dear ******
  
  An update from British Airways
  Thanks for coming back to us and I'm sorry you're disappointed with our response.
  Just as a reminder of our conversations, unfortunately, no fare or price is guaranteed until payment has been taken and a booking reference has been generated. we're also unable to apply Avios to a booking retrospectively. 
  When a passenger has any type of feedback we ensure it's fed back through the organisation. Unfortunately, we're still unable to apply Avios to a booking retrospectively and no booking is guaranteed until payment has been taken with a booking reference generated as per our Conditions of Carriage.
  Once again, please accept our apologies and we hope you enjoy your trip.
   
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  ================================================================

  Dear ******
  
  An update from British Airways
  Thanks for coming back to us.
  I can confirm I've already added ***** Avios to your ************** account. I've checked again today and they're showing on your statement. When you next log in online you'll see these reflected in your Avios transactions.  
  Thanks again for contacting us.
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Last year I booked four roundtrip tickets for ******* family of British Airways through Alanita travel agent ( Booking Reference ******) but Airways cancelled return travel tickets out of it 2 months before without Notifying me. This has resulted me loss of $9487 which neither British Airways nor Alanita travel agent helped to recover it. ******* family with 2 kids werestranded on 22nd August 2023 at ************* foraround15 hours withNo help from ******************************** travel. All they were doing was blaming each other. British Airways was saying they had notified AlanitaTravel agent of our return ticket cancellation on June26/ 27th 2023 and Alanita Travel agent were saying British Airways didn't notify them about cancellation. In addition, British airway sold those four cancelled tickets to other passengers as the return flight was fully booked. Is this an ethical and fairway of providing service to Passengers? so British airways had $8760 from us initially and then additional money from those other passengers. And we as initial passengers ended up with a loss of $9487.08 as I had to book another four tickets from ****** to the *** of another airline after stranding ***** hours at the airport with kids with No help/resolution.So i reported this incident to all credit card companies with all my evidence to prove this unethical & unfair business from airline and all ****************************** agreed to return Half money which British airways charged to us.Now this Alanita Travel agent has sent ******* family small claim court notice to return that moneysaying British airways is demanding money from the travel agent so we have to return the money which Credit ***************************** had agreed to refund me.They are also sending us emails mentioning ......If you would like to avoid any possible court fees, interest, or any other applicable fees, please contact me for further information regarding making a payment."Attaching all the evidences.

  Business response

  07/10/2024

  The following email was sent on 28Jun24:

  Dear ***********************
  
  An update from British Airways
  Thanks for contacting the Better Business Bureau along with contacting our CEO, *******************. Your case has been forwarded to Customer Relations and we have been asked to reply to you directly.
  I understand from your recent contact with us you were marked as a no show for your return flights with us to ********** from ***********;last August and are requesting a refund of your tickets you purchased via a travel agent. Please be assured I have taken the time to review your booking in full, as I understand you had to purchase new tickets to travel home.
  I can confirm I can see from your booking you and your family did not travel on flight UK975 DEL-BOM on 26 June 2023 and therefore you were marked down as a no show for this sector of your journey.
  Our ticket rules and Conditions of Carriage state the following:
  3c) Using flight coupons in the right sequence and changes in itinerary
  3c1) Your ticket is valid only for the transportation shown on it from the place of departure through any agreed stopping places to the final place of destination. The fare you have paid is based on our tariff for the transportation shown on your ticket and forms part of your contract with us.
  3c2) Your ticket is no longer valid if you do not use all the coupons in the sequence provided in the ticket. Where you change your travel without our agreement and the price for the resulting transportation you intend to undertake is greater than the price originally paid, you will be requested to pay the difference in price. Failure to pay the price applicable to your revised transportation will result in refusal of carriage.
  3c3) If you want to change all or part of your transportation, you must contact us beforehand. We will work out the revised fare for your changed transportation. You will have the option of either accepting the revised fare or maintaining your original transportation.
  3c4) If you need to change any aspect of your transportation because of events beyond your control, you must contact us as soon as possible. We will use reasonable efforts to transport you to your next stopover or final destination, without re-calculating the fare.
  3c5) If you change your transportation without our agreement, your unused flight coupons will not be valid for travel and will have no value and we will not carry you until:
  we or our authorised agents have re-calculated the revised fare for your actual transportation and
  you have paid the difference (if any) between the fare you have already paid and the revised fare which applies to your changed transportation.
  This means as you did not take your DEL-BOM flight on **************************************************************************************** sequence and the fare you have paid is based on the journey you have booked in its entirety.
  If you're not able to travel on a particular sector of your journey you need to contact either ourselves or your booking agent so we can recalculate your fare and journey and your tickets are changed to reflect this.  
  
  Therefore, I can confirm as you voided your contract with us, you and your family were correctly denied travel and did not have valid tickets to use.
  I understand you're requesting a refund of your original booking with your travel agent as you needed to purchase new tickets. Whilst I understand your reasons for asking, we're not able to offer you a refund and any discussion in regards to your booking will need to be with your travel agent as this is who you've entered a contractual agreement with and purchased your tickets from.
  To offset some of your losses and as a gesture of goodwill, we would like to offer you an eVoucher for $2,500.00. There are full details about how to use this here.
  
  ******** ******* ************** ***** ***** ***** ******** *********************** ****** ********* ****** ***** **********
  
  
  Just to make you aware, when you make a booking using your eVoucher, you will need to enter the email address as listed above and your name must not contain any special characters, such as a hyphen or apostrophe.
  
  
  
  I do hope this is helpful and I'm sorry we're not able to assist you further on this occasion. Thanks again for bringing this matter to our attention and we hope to welcome you all on board again soon.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 21st, 2024, I purchased a ticket through a travel site for $899.80, with flights provided by British Airways. On April 25th, 2024, I arrived at the airport three hours in advance with all of the necessary documents needed to board my flight. The ticket agent stated I couldn't board the flight due to **** issues. This caught me completely off guard, as I had no idea.I was unable to board my flight and promptly called British Airways customer service for a refund. The agent on the phone lied to me and told me I needed to call the travel site for my refund. I called the travel site, and they said I needed to request the refund from British Airways, as they had paid the funds to them.Eventually, I called my credit card company and requested a chargeback. Everything went well, and my money was returned to me. However, three weeks later, I saw a "reversal of funds" on my credit card statement. Apparently, British Airways (who told me they could not provide me a refund) took the money from my credit card and refunded the funds back to themselves.Airlines often inform passengers of the need to check **** requirements during the booking process and in pre-departure communications (emails, mobile app notifications).This has caused me great stress and financial loss due to British Airways' deceit and lack of integrity. I have been unable to speak to customer service (due to the high number of callers) or contact someone through email.I want my money back. Missing the flight added an additional $1,456 in losses due to unexpected spending, on top of the $899.80 they took back from my credit card.I am seeking full reimbursement and am willing to file criminal charges and/or take the matter to small claims court. I feel I have been maliciously stolen from and scammed by this company.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 1/3/2024, I bought 3 tickets to fly British Airways from ****** to ****** on 3/22/2024. On 2/9/2024, my son (passenger #2) was in a very serious car accident, and on 3/6/2024, my husband (passenger #3) had emergency surgery. Neither was able to travel, as proven by doctors note. I was unable to reach British Airways (despite at least 6 calls) to get a cancellation, refund or anything else.Luckily, I have travel insurance, so the $432.12 price should be refunded to me by the insurance company. However, they require British Airways to complete its refund process first, OR issue a letter stating there will be no refund. Either way, British Airways MUST respond BEFORE I can complete my claim. British Airways did email me offering a travel credit, but that doesn't help me because I won't be in ******. I replied to that effect ELEVEN TIMES and I can't even get a response from British Airways.I would like a refund of $432.12 from British Airways, but I will accept a partial refund or even NO refund, as long as I get a letter stating that this is a final resolution (a travel credit WILL NOT WORK).

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  3hours plus delay on THIS flight

  Customer response

  06/28/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by British Airways regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased tickets through British Airways for a wedding in July of 2022. Due to circumstances beyond our control, COVID, the wedding was cancelled and we were forced to cancel our trip. The only option we were given when we cancelled was a voucher. There was no other option offered by British Airways. It was take this voucher, or you get nothing. For nearly 2 years now we have not had a need for travel. With my husbands health (recent surgery, respiratory issues & COVID) we will not be traveling and my health, I am currently expecting and will not be able to travel.We have reached out to BA customer service line multiple times regarding this and have gotten the run around. We've been referred to multiple departments, none of which seem to be able to help us. Supervisors are never available to help. We are left on hold time and time again in hopes that we will hang up. This is not customer service- this is a disservice to your ******************************** has been holding $1,813.14 of our hard earned money. We would like a full refund at this point and I would like to know how we go about doing that. From what I have read and been told by customer service, it seems that if we accepted the voucher we aren't entitled to a refund, the problem with that being we weren't given another option, we accepted it because that was all your company offered.If you would like to have my husband and I as customers again once he is fully recovered we would again request a full refund at this point. If you are not the correct individuals to email please let me know the appropriate parties who need to be contacted. We have tried multiple times to handle this through the customer service number and our requests have been ignored. We need this money returned to us.

  Business response

  06/17/2024

  The following email was sent to ********************** on 08Jun24:

  Dear *****
  Thank you for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we have been asked to respond to you directly.
  I'm sorry to hear you were unable to travel as planned due to the cancellation of the wedding you were attending. I don't underestimate how disappointing this must have been.
  I can see the tickets you purchased via ba.com on 11 April 2022 were restricted. This means, changes could be made for a fee, and within the validity of the ticket. However, upon cancellation, the fare and Avios were non-refundable. Some of the taxes, fees and charges paid were refundable less a cancellation service fee. These Terms and Conditions were agreed by the credit card holder before the purchase was completed.  
  You paid $1,317.14 cash and used ****** Avios to offset $248.00 per person for your reservation. On 10 May 2022 you contacted us to advise that you were no longer going to be travelling. As the tickets you purchased were non-refundable, as a goodwill gesture, we offered you an eVoucher. You accepted this option, and an eVoucher was issued for $1,813.14, which was the full value of your booking.
  While I appreciate your reasons for asking, I'm unable to arrange the full refund you have requested. I understand this isn't the outcome you were hoping for and I'm sorry for any disappointment caused. Please let me know if you'd like me to arrange the applicable refund. You can respond to me directly using the link below my name.
  Thanks again for taking the time to get in touch.
  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer response

  06/18/2024

  Better Business Bureau:
  
  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 also answered this through the British Airways website. My issue is that we were never offered an opportunity to cancel with a cancellation fee.  In your response you stated "taxes, fees and charges paid were refundable less a cancellation service fee".  We were told when we cancelled that you accept this voucher or receive nothing. So if we had been offered an opportunity to cancel with a fee then we might have taken that option, but again that was never offered, it was the voucher or nothing. Now that I am reaching out to you I am finding out that we were lied to initially? That we had an opportunity to receive some of our money back with a fee?  How would we now take advantage of this? We would be willing to pay some of a fee to receive our money back. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  07/10/2024

  The following email was sent on 10Jul24:

  Dear ***************
  
  An update from British Airways
  Thank you for your most recent email to the Better Business Bureau. They have passed your correspondence on to Customer Relations, and we have been asked to contact you directly.
  As previously advised, the tickets you purchased were restricted. However, when you contacted us and advised us that you were unable to travel as planned, we offered you a voucher for the full value of your booking. This voucher was non-refundable.  
  As a goodwill gesture, we have arranged a full refund of your voucher. The refund has now been processed back to the original form of payment, as follows:
  Cash: USD1,317.14 to **** ending ****
  Avios: ****** Avios redeposited to ************** account, ********, on 04 July 2024
  Please allow approximately seven days for the funds to show in your account.
  Thanks again for getting in touch.
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The airline refused to refund us the money we lost from unused tickets due to no fault of ours, which was a denial of boarding on our connecting flight from ***** to ****** by Emirates employees.Also, the airline refused to refund us money we lost due to its own automatic cancellation of our return tickets, because we were "no show" at forward flight, that is in *******Unlike this airline, last year the American Airlines rebooked my flight from ******************, USVI to ********, ** which I missed for almost the same problem.

  Business response

  06/13/2024

  The following email was sent on 11Jun24:

  Dear ***********
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. We'd also like to thank you for your patience while we responded to you.
  I'm sorry to hear you were unable to take your planned flight on 13 May 2024 after you had **** issues for an Emirates booking. I can see you called us on 19 May 2024 and asked for a credit for your tickets.
  As you didn't travel on your flight, any subsequent flights on your tickets were cancelled. Any refund requested would be as per the fare rules of the ticket. I've checked your booking and can see that you requested a refund though ****** and ****** per ticket was refunded on 26 May 2024.
  As you purchased a ticket with restrictions and limited flexibility, you were only entitled to some none used taxes. As your refund was processed correctly and in line with the fare rules of your ticket, we're unable to offer a further refund.
  We do appreciate your feedback and I've ensured it's been forwarded to the relevant teams. We'll use it to help improve our service and shape our policies going forward.
  Once again, please accept our apologies for your experience. I hope we have the opportunity to welcome you and your family on board again soon.
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer response

  06/14/2024

  Better Business Bureau:
  
  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]

   The British Airways failed to address the issue of whether it was fair for the company to keep my money for my forward flight under the circumstance and whether it was fair for it cancel  my return flight without offering a full compensation. Instead, it simply referred me to my fare conditions which do not address the above issues. The best business practices answer those questions in negative: the American Airlines offered me a full credit for my next trip while Emirates did not cancel my return ticket.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********** ******
  
  
  
   
  

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