ComplaintsforBritish Airways

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight with British airways in December leaving ********************* December 11th. Got to airport 3 hours before my flight. Unusual long line to get to counter due to covid 19 requirements. I got to counter the lady at counter said i could not board cos i was not checked in and she did not have the time to check all documents. I explained i tried checking in from home and the message i got was I had to check at airport and show my documents. She said could not help. I was told to rebook my flight. I contacted British airways and the letter I got from customer relation was i was going to get my money back minus a small handling fee. The refund I received from BA was half the fare I paid. I want my full refund back minus a reasonable handling fee

  Business response

  02/03/2022

  The following email was sent to ********************* on 02Feb22:

  Dear ** ********
  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. 
  
  I am very sorry to hear that you were unable to travel as planned this past December.  I have reviewed your travel record ****** and see that your first flight from ************* was to ***** and that was on a flight operated by American Airlines. 
  
  Unfortunately you did not arrive in time for check-in and as a result an automatic no-show entry went into your booking.  I see that you requested a refund of your ticket ************** on 11 December and you were advised what the refund amount would be. 
  
  Your refund was based on the fare rules of your ticket which I can assure you was refunded correctly because the fare you purchased was not a fully refundable and there were penalties.  Unfortunately there is no further refund due.  
  
  I am sorry to disappoint you. I realize this is not the news you were hoping for.  Thank you for getting in touch and for giving me the opportunity to respond.  We hope to welcome you on board one of our flights soon.  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, My sons *** passport expired June 2021. He is 9 years old. I was trying to travel back to ******* 1/4/21 from *****, *****, with a connection in *************** for 2 hours, however the airline staff (British airways) at the ************* refused to let us board citing that his *** passport expired. I showed them the extension till March 2022 on travel doc and department of state website, but they still refused and didnt listen or want to listen and were very arrogant. They refused to check with immigration when I asked them citing that they had previously called. Alternatively, I also showed them his valid active ******** passport (hes dual *** and ******** citizen), but they still refused to let us board from ***** to ******* citing that he doesnt have a **** on the ******** passport. This makes no sense since hes a ** citizen and should not get a ** **** to travel back to *******. I ended up scrambling at the ************* and booked a return flight with another carrier (Egypt air) who let us board and were aware of the passport expiration extension for his ** passport till March 2022. See the link here: https://www.state.gov/extension-of-temporary-measure-allowing-return-travel-to-*****************-on-expired-u-s-passport/I did incur significant costs having to book a last minute return flight with another carrier back to *******. British airways should have gave us the right to board the flight from ***** back to ******* with my sons expired *** passport given the extension which is clearly outlined on travel doc and the department of state website. What are my rights and who should I contact to claim compensation/file a complaint against British airways to compensate me for the costs incurred and other damages/delays. Thanks,

  Business response

  01/21/2022

  Dear *****************
  
  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.
  
  I am sorry to hear that you son was denied boarding in ************* on 04 January 2022.  I can imagine how upsetting and frustrating it was for you and your family.  You have my absolute assurance that discrimination on ethnic or any other grounds will never be tolerated by British Airways.  The widely differing origins of our passengers and our staff are a matter of pride rather than otherwise, and we would take a very grave view of any report of discriminatory attitudes or behavior. 
  
  I have reviewed your family's travel record ****** and it was clearly noted that we could not board your son because he had an expired ** passport. I understand you are saying that according the US ********** of ***** website that your son's ** expired passport was valid for travel back to ******* due to an extension put out by the ** government.  However the issue was not arriving in ******* but transiting ******. Our agent in ***** did confirm this with ****** immigration, therefore he was denied correctly.   
  
  You mentioned that your son has dual citizenship and then presented his ******** passport to travel.  According ****** government website, he would have needed a direct airside transit **** to transit in **************** in order to board his flight to ********, ***.
  
  I am sorry but I cannot comply with your request for a refund of the new tickets you purchased for your family to travel back home or a full refund of the unused coupons on their British Airways tickets, nor can I offer you any compensation for pain, suffering and time lost.     
  
  It is the passenger's responsibility to be sure they have all the right documentation and **** stamps required by the country they're visiting and transiting through.
  
  I can have the unused coupons on their British Airways tickets refunded per the fare rules.  The refund would be minimal because the fare purchased was non-refundable with penalties.  Please advise if you would like me to proceed with the refund by replying to me using the link below.   
  
  Thank you for getting in touch and for giving me the opportunity to respond.  I realize this is not the answer you were expecting and I am sorry for any further disappointment.  I look forward to hearing back from you soon.  
    
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********Tell us why here...

  Customer response

  01/21/2022

  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:

  British Airways claims that ** regulations prevent travel from *****, ***** to ******* with a short connection through ****** with a recently expired ** passport despite the passport expiration extension granted by the US ********** of ****** Our final destination was ******* and our connection in ****** for 2 hours would fall under the conditions outlined by the US ********** of ***** criteria (see attached ********** of ***** memo). This is a completely false claim and they do not provide proof or evidence of their claim. I'm attaching correspondence from the ** Embassy in ***** ***** which clearly mention that travel back to ******* with a short connection in ****** would honor the US ********** of ***** passport expiration and they clearly mention that THIS WAS AN ERROR ON PART OF BRITISH AIRWAYS PERSONNEL unaware of the US ********** of ***** passport expiration extension. Additionally, when I arrived myself in ********, I asked the BA personnel at check-in and they were well aware of the passport extension and said my family should have boarded the flight from ***** and that this was completely wrong. We would have not passed through the ** passport control and no **** to ****** was required as my final destination was *******. I am  attaching memo from the USA Embassy in ****** and the USA Embassy in *****, *****, outlining the passport extension by the US ********** of ***** till March 2022. I'm also attaching a query from ****** immigration website outlining that we would not need a transit ****. 

  
  The claim that British Airways personnel at the ************* called immigration is completely false. The BA personnel at the ************* refused to call ****** immigration which was my only request for them. To confirm their non-professional behavior, they claimed that they called ****** immigration on the refusal to board letter they provided us, yet on the police report, *************** claimed that he called the *** immigration rather than ** immigration (see attached police report- I'm happy to provide an English translation if necessary). He kept on changing his answers every time we asked him and carelessly gave us a reason, yet told the police a different reason (all documented on the police report and the refusal to board letter previously sent to BBB). I'm attaching a copy of the police report we got from the ************* police.

  
  There is undeniable evidence that BA failed to follow the rules and regulations and I am requesting compensation for the travel disruption, emotional damage, and the costs of booking another flight in addition to refunding my BA ticket.   
  
   

   

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

  Business response

  02/03/2022

  Dear *****************
  
  We have received a copy of your latest correspondence you sent to the Better Business Bureau dated 24 January. 
  
  I have forwarded your claim for our Insurance team to investigate your claim further. Someone from that team will be contacting you directly soon.   
  
  Best regards
  
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer response

  02/13/2022

  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:

  I have been in communication with the claims department at BA. They claim that they cant find a reason to deny us boarding or connecting in ******, but refuse to take responsibility or admit liability at the same time, which makes no sense. I provided clear documents to support my case including correspondence with the ** Embassy in ***** and ** Embassy in ******, both responded that this was an error by BA and that there are no ** regulations to deny us connecting in ****** with my sons ** passport that was recently expired given the ** DOS passport expiration extension, and the passport was valid for flying back to the ** at that time with a short connection. BA offered a small compensation according to European regulations for involuntary boarding for only one passenger. They refused compensation for the 4 passengers who were denied boarding (clearly stated on the refusal to board letter from BA) or pay compensation based on ** DOT regulations (400% of one way ticket value). Also because they refused to admit fault, they are refusing to pay compensation for pain and suffering or to open an investigation in the barbaric behavior of their staff at ***** Airpot, which could have been driven by discrimination, ie attempting a cover up. I have sent a complaint to the ** DOT and will look into seeking legal action with a lawyer in a ** court. If BBB has other options to resolve the dispute, then please let me know. 

   

   

   

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

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

  Business response

  02/24/2022

  Dear *****************
  
  We have received a copy of your latest correspondence sent to the Better Business Bureau dated 14 February. 
  
  As I mentioned in my previous emails our Insurance team has taken on your claim and are reviewing it.  They will be dealing with you directly and you should be hearing back from them soon.  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Due to COVID I could not use a flight I had booked on British Airways (3/6/2020) - when I recently tried to use the flight credit/voucher I was informed by British Airways that the the date to rebook had expired - however they have never informed of this expiration date and when I ask for proof of this notice they do not send me anything but won't let me use the credit. The case reference is:******** at British Airways when referring to my complaint

  Business response

  01/21/2022

  Dear *********************
  
  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. 
  
  Your claim is under review with CEDR (Centre for Effective Dispute Resolution).  They have 60 days to render a decision, therefore Customer Relations cannot intervene at this time. 
  
  Thank you for getting in touch and for giving me the opportunity to respond.   
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer response

  01/24/2022

  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:

   

  I have not heard back from them on how they are dealing with the issue

   

   

   

   

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

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

  Business response

  02/03/2022

  The following email was sent to ************************** on 02Feb22:

  Dear *********************
  
  Customer Relations has received a copy of your latest correspondence sent to the Better Business Bureau dated 31 January. 
  
  In response to your question - CEDR received your application for review on 07 January 2022. The 60 day period starts from that date. 
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2020 I cancelled our British Airways flights to *********, *****, and return to *******, **, due to COVID-19 pandemic. Our cruise was cancelled by NCL, too. We were issued credits by BA in the amount of $1,105.65 each for my husband, ***** and myself. I have tried on numerous occasions to reschedule flights using these credits and they keep saying they can't find our information to apply these credits. I have given them our ticket numbers #*************and #*************, Itinerary number #*************, BA Confirmation ******, and credits numbers ************* and *************.Travelocity says they can't help us as only BA can apply the credit. BA says they can't find our credit information, so we can't access the credits and we want to schedule our new flights now for the upcoming rescheduled cruise in May 2022.I just keep getting the run around. I am exhausted and don't know who else to contact.Phone number **************

  Business response

  01/13/2022

  The following email was sent to ****************** on 12Jan22:

  Dear ***********
  
  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.
  
  Were very sorry that the unprecedented coronavirus (COVID-19) situation has impacted your travel plans. We don't underestimate how upsetting this is for all our customers.
  
  I have reviewed your booking ****** and see that you purchased your ticket through Travelocity so your contract of sale is with them and they are in control of your booking and ticket.  I see that you have been in touch with our call center regarding your credit and you were advised correctly to contact your travel agent. 
  Travel agents are following the same guidelines we are for Covid-19 related tickets.  
  
  You mentioned you are looking to rebook your travel and Travelocity is unable to find your credits, we can see that the correct numbers are ************** and **************.  British Airways cannot rebook you as they are holding your credit and they need to rebook and reissue your ticket.  If Travelocity needs guidance on how to proceed, please direct them to call our Travel Trade team for assistance.  
  
  Thank you for getting in touch and for giving me the opportunity to respond, I hope this information helps.  We hope to welcome you and your family on board one of our flights soon. 
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer response

  03/18/2022

  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:

  On March 17, 2022, I contacted British Airways to try to get my flights from *********, *****, where we would be disembarking a cruise ship and then traveling back home to *******. I wanted my flight changed from departing *********, ***** on May 9th, to departing on May 8th. The agent I spoke to didn't really understand what I was asking her to do and she tried to do as I requested, but was at a loss as to what she was doing. She eventually gave up and told me to call Travelocity as I initially purchased the tickets through them. I originally bought the tickets in 2019, but because of the pandemic the cruise kept getting postponed. A credit was issued, but neither British Airways nor Travelocity knew what they were doing and I had to ask BBB to intervene in that case as well. Well, this morning the agent for British Airways accidently canceled the first leg of my flight from 8/28/2022 ******* to ************. Once again, British Airways doesn't know how to fix this problem. Pretty simple to me. You re-book the leg that got canceled. I need your assistance once again to tell them to fix a problem that they created. British Airways booking reference is ******

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

  Business response

  03/24/2022

  The following email was sent to ****************** on 21Mar22:

  Dear ***********
  
  We have received a copy of your recent correspondence sent to the Better Business Bureau dated 18 March. 
  
  I am sorry you are having a difficult time rebooking travel using your credit.  Customer Relations is a post travel department.  I cannot rebook or reissue your travel tickets.  Again, as you purchased your tickets through Travelocity your contract of sale is with them.  They need to rebook your travel and reissue your tickets. 
  
  As my previous email advised Travelocity should contact our Travel Trade team and they will guide them on how to apply your credit towards a new booking. 
  
  Thank you for coming back to me about this.  I hope this information helps. 
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had to cancel my flight to Ireland for Jan 2022 due to the **************** putting in additional travel restrictions so the Work Event I was going to was cancelled. I paid for upgrading seating and now British Airways says since I did not book the flight direct with them they will just be keeping my money ( we have to use AMEX Concur to book our travel).The company literally did nothing to book these seats as I did it on-line and I am appalled that they would "STEAL" their customers money and not even offer a credit for future but you should be offering a refund since this is a Government Regulation being put in place which EVERY other airline agrees too.

  Business response

  01/13/2022

  Dear *************
  
  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. 
  
  I have reviewed your travel record ME4555 and I see you purchased your American Airlines ticket through American Express for travel on 23 and 24 January 2022.  I understand from your correspondence that you cancelled your travel because of additional restrictions put out by Irish government which affected your work event for which you were traveling for.   
  
  I understand you are requesting a refund of the paid seating on your flights from Phoenix/***************/Dublin totaling $133.00.  Unfortunately because you voluntarily cancelled your flights, prepaid seating is not refundable as noted on our website, however as an exception I have arranged for you an eVoucher for the full amount of your seating charges.  Below are the eVoucher details.
  
  eVoucher number **************
  Amount of eVoucher - *******
  
  Your eVoucher can be used on line and all travel to be completed by 30 September 2023
  
  Thank you for getting in touch and for giving me the opportunity to respond.  We hope to welcome you on board one of our flights soon.
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********
  
  Please use the following link to send us a reply and quote your case reference ******** in any correspondence with us: replyto.me.ba
  Tell us why here...

  Customer response

  01/14/2022

  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.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Sir or Madam,I have booked hotel using my British Airways Avios points on November 25, 2021. Please see below. Booking reference: ******** I have made mistake in the check in dates and wanted to cancel/ modify the check in dates on 11/27/2021 I have asked to give my credit card information and charging me the cancellation. Please see attachment My cancellation time was well before the cancellation window without any charges I tried to contact British Airways ************ may times and there was no response I have emailed the BA booking office to cancel all of my hotel reservations.As of today (12/12/2021), I do not see any of my bookings got cancelled Please help me to get my cancellation and refund my Avios points

  Business response

  01/03/2022

  The following email was sent to ******************** on 03Jan21:

  Dear *************************
  
  Thank you for contacting the Better Business Bureau.  A copy of your correspondence has been forwarded to Customer Relations and we have been asked to respond to you directly.
  
  I am sorry you are having a difficult time cancelling your hotel reservations made using your Avios.  Unfortunately Customer Relations is a post travel department, we cannot cancel or amend bookings of any kind.  As a courtesy, I have forwarded your correspondence to the appropriate team and hope to hear back from them soon.  
  
  Thank you for getting in touch and for giving me the opportunity to respond. I will be in touch again shortly. 
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer response

  01/05/2022

  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]

  Unfortunately, the complaint is not resolved and they still working on it.

   

  Thank you,

  *****************************************
  

   

   

   

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

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

  Business response

  01/21/2022

  Dear *************************
  
  We have received a copy of the latest correspondence you sent to the Better Business Bureau dated 17 January. 
  
  As I mentioned in my previous email. Customer Relations is a post travel department and we cannot amend or cancel any bookings. I am waiting on reply from the team I have sent your correspondence to.  I will be in touch again shortly after.   
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********Tell us why here...

  Customer response

  01/24/2022

  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.
  
  Sincerely,
  
  *****************************************
  
  
  
    The complaint has been resolved!

   

  Thank you very much BBB!!!!!
  
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a flight with American Airlines that had a leg on a British Airways plane. BA charged a fee to reserve a seat, which I paid. AA canceled the flight in August and offered a refund, which I took. I then called BA to get a refund for my reserved seat. However, their wait time phone system repeatedly dropped my call, so I wrote a letter to them. More than a month later, they responded by email and said I had to call their customer service. This is not acceptable. They cant stop refunds by making customers contact them again, when they have all the info to follow through with a refund.

  Business response

  12/22/2021

  The following email was sent to ******************** on 17Dec21:

  Dear ***************
  
  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. 
  
  I am sorry to hear that your American Airlines flight was cancelled for 01 January 2022.  I have reviewed your travel record ****** and see that you paid us directly for your assigned seat.
  We have processed a refund of $81.00 for the full amount of this fee to go back to your **** card ending in ****.  Please allow 1 full billing cycle for the refund to appear in your account.
  
  Thank you for getting in touch and for giving me the opportunity to respond.  We hope to welcome you on board one of our flights soon.  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, My original booking reference number is *****I. New booking reference number is ****** *********** family ( 4 of us ) is flying from ******, ** to *********, ***** on Dec 10th . We were planning to fly back from *********, ***** to ******, ** on Jan 8th Our original ********* to ****** flight was on Jan 8th. But, flight is cancelled by BA. Now, my ************ infant child was willing to travel after 1 week & was re booked for Jan 16th via original booking reference number - *****I. I requested customer service agent to re book ************ older daughter for Jan 9th as i need to be back to office on Jan 10th But, we were re booked for Jan 14th flight via new booking reference number - ****** even though i see that flight is available on Jan 9th in BA's website ******** service agent told that me Jan 9th flight does not have economy seats for BLR - *** segment & has only business class seats. BA's website shows that economy flight is available on Jan 9th from BLR to SEA I have to come back to ** by Jan 9th to attend my important work meetings during week of Jan 10th. Otherwise, i will loose my salary for extra week off. ******** service agent asked me to contact customer relations to re book flight for Jan 9th ( *** * *** * ****** ) I tried calling many times & could not connect with ******** Relations Can you please have BA re book my flight ( BLR - *** - SEA ) to Jan 9th instead of Jan 14th ( Booking Reference # ****** ) ?I hope BBB can help resolve this issue Phone # ********** Thanks,******

  Business response

  12/16/2021

  The following email was sent to ******************** on 15Dec21:

  Dear *************
  
  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. 
  
  I have reviewed your travel record ****** and see that you are holding seats to return from ********* on 14 January 2021.  Customer Relations is a post travel department and cannot make any reservations. 
  
  There are notes in your booking of conversations with our call center on 05, 07 December regarding your request for return flights on 09 January 2021 instead.  Our agents have repeatedly advised you that there are no available seats in the World Traveller cabin until the 14th. 
  
  I am sorry I am unable to help on this occasion and so are our call center agents, the flights are booked full in economy.  The only seats available are in our Club World cabin which would result in a much higher fare that you would be required to pay.
  
  Thank you for getting in touch and for giving me the opportunity to respond.  We look forward to welcoming you and your family on board our flights in January.      
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer response

  12/21/2021

  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]

   

   Hi ***************************************
  
  
  We have to fly back on Jan 10th for below important reasons.
  
  # 1 
  
  I have very important meeting & cannot take time off for another week. I will loose 1 week's salary if i can't physically be in office week of Jan 10th
  
  I will loose salary of **** $ for unpaid time off 
  
  # 2 
  
  My daughter has taken 4 weeks time off from school for vacation. If she exceed another week. School will un enroll from school. She has to come back & attend school from Jan 10th
  
  
  
  I see that BA has economy seats. Please see attached screen shot

  Please check flight from BLR to SEA on Jan 9th in **********. You can see economy class ticket

  
  If BA can't fly us via economy. Please fly us via Business as BA cancelled flight & caused inconvenience

  
  
  I hope you can understand & resolve our issue. 

  
  
  I don't want to take this further to ** Consumer Court & ** Court. This is serious issue 

  
  
  Thanks in advance,
  ******
  
  

   

   

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

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

  Customer response

  03/02/2022

  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]

   Hi **********, 

   

  # 1 As i mentioned before, we had to agree to split the journey as BA did'nt have availability for all of us on same day. This was huge inconvenience as we had to get split & could not fly together as family.

   

  Please provide compensation for  this distress and inconvenience

   

   

  # 2 

   

  I had order new wheel for stroller. I will email copy of the receipt to ***************

   

   

  Thanks,

  ****** 

   

   

   

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

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

  Business response

  03/10/2022

  The following email was sent to ******************** on 09Mar22:

  Dear *************
  
  I have received a copy of your latest correspondence sent to the Better Business Bureau dated 02 March 2022. 
  
  I am sorry you remain disappointed that we will not reimburse or compensate you for having to drive to pick up your wife and child on a different day (16 January) than your arrival back to *******. 
  
  As I mentioned in my previous email, you agreed to this on 04 December 2021. therefore we are not responsible for any consequential out of pocket expenses you incurred or compensation.  Again, our position on this will not change. 
  
  You mentioned you had to order a wheel for the stroller.  Please send me a clear copy of the purchase receipt for reimbursement consideration.  Be sure to include your bank name, complete routing and account number. You can send all the information requested by email to me directly at *************** in the subject field be sure to include your case number ********.  
  
  I look forward to hearing back from you.   
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would sincerely appreciate your help on this matter of non response for months with British Airways.I have been trying to get my full refund from this company since JUNE. I even have all the screenshots of the private tweets with staff acknowledging that indeed I am still owed money. I have spent countless hours on the phone to BA this year and last and again this past Friday only to be told that my complaint /Refund ticket was Purged???? The agent tried to help me as much as he could but gave me incorrect information on dates and refunds but again stated he could not look further as my case was purged. This is absolutely disgraceful. IN a nut shell: I bought tickets for myself and my child 1/29/20 $1453.00 and $110.00 for baggage COVID Hit and flights were cancelled. I applied for a refund and was only given a travel voucher Booked flights after hours with extremely rude agents who left me in tears early 2021 Flights booked and charge $150.64 extra 3/16/21 One of my flights was cancelled from ******** to Belfast and I was rebooked on another 5 hours later.When I went to change the dates since I could not do this extended flight time with a 6 year old after travelling from ******, I discovered my ****** flight was cancelled in 'Manage my Booking'Checked and double checked and I was not notified by email , contacted BA and finally got through to someone and they admitted there was an oversight of communication.Had to ask for a refund since there were no flights Had to book with American Airlines at an extra cost of $500 Was refunded $1550.70 8/1/21 Not the full amount Have been arguing and pleading to get this money back since JUNE ** is now NOVEMBER and I have been told my refund ticket was purged.I had originally opened a case with Customer Relations and have updated this numerous times.Breakdown original tickets $1453.00 + $110.00 baggage = $1563.00 this year $150.64 TOTAL =$1713.64 Refund was only $1550.70 DIFFERENCE of $162.94 (I have screens

  Business response

  12/16/2021

  The following email was sent to ****************** on 09Dec21:

  Dear *****************
  
  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.
  
  I am sorry to hear that the original refund you received was for the incorrect amount.  I see you have contacted the office of our CEO, ** ******************* and on 30 November you were responded to by my colleague on his behalf. 
  
  The email sent was advising you that the outstanding balance is $161.58 was processed on 30 November back to the original form of payment, a card ending in **** and should post within 7-10 working days.  Please note that there are times when it can take up to one full billing cycle for the credit to appear in the account. 
  
  Thank you for getting in touch and for giving me the opportunity to respond.  We hope to welcome you on board one of our flights in the future. 
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This letter is to dispute booking confirmation: 4181-6297 in regards to my flight with British Airways on November 11 return from ****** to ***************. I wish to dispute the flight for the full amount for $7503.77. I was unable to board my flight. The representative at the airport refused to give me my boarding pass. The representative gave me a generic british airways phone number to call and told me to tell the BA that I do not have my passenger locator form or covid test even though I had that available on hand at the airport (I arrived early). I requested to talk to the manager but she refused to escalate the situation at the airport. This situation caused a lot of loss time on my end because I needed to dispute the flight as I was spending a minimum of 4 hours on the phone with BA getting no where because the representative at the airport marked me as no show even though I was at the airport ready to board my flight. I would like to be refunded the full flight amount because this has caused me to miss important meetings in ******* that following day. I ended up needing to rebook a new flight to *************** which caused me more inconvenience and more time loss.

  Business response

  12/20/2021

  The following email was sent to ******************* on 17Dec21:

  Dear *********
  
  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. 
  
  Additional entry requirements have been introduced due to Covid-19. The requirements differ from country to country and may be subject to change with very little notice and not within our control. 
  
  We have been in contact with our airport team in Lisbon and advised you did not have the Passenger Locator Form completed which was necessary to transit through the **************.  It is the passenger's responsibility to be sure they have all the right documentation and **** stamps required by the country they're visiting and transiting through.
  
  Under these circumstances we are offering passengers credits or eVouchers for the value of their unused flight coupons where otherwise they would have only received a fare rules refund with penalties. 
  
  I see you purchased your ticket through *********** Services so they are in control of  your credit for ticket ******************. Travel Agents are following our guidelines to allow travel to be completed by 30 September 2023. 
  
  Please contact your agent when ready to rebook, if they have any questions they need to call our Travel Trade team for further guidance.    
  
  Thank you for getting in touch and for giving me the opportunity to respond.  We look forward to welcoming you on board one of our flight again soon.    
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩