ComplaintsforBritish Airways

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Initial Complaint
11/29/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been trying to purchase a flight using my executive club avios points for over two weeks at this point. I have tried everyday throughout the day to try to book this flight to no avail. I just get an error message to contact my local office. I called every number they had online. The only one that did not ever answer the phone was the direct line to the executive club support team. Every time I call and stay on hold for an hour, the call drops. I have tweeted them, I have sent a message on instagram, I have exhausted all methods at this point and no one can help me. I just want to book my flight.
Business response
12/09/2021
The following email was sent to ******************** on 8Dec21:
Dear ** ********************** 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 you were having a difficult time trying to make a booking using your Avios online and by phone.

Due to Covid-19 schedule changes and an increase in the number of customers trying to book over the phone, our call wait times are longer than usual. I can assure you our agents are doing the best they can to get to all our callers as quickly as possible.

I am happy to see that a booking ****** was made on 04 December 2021, using your Avios for travel to **************** on 12 January 2022.

We appreciate your patience during this very busy time for us and we look forward to welcoming you on board our flight from Miami.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer response
12/10/2021
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:

They never contacted me after that email. No one has called me as requested. They are ignoring my requests. Four weeks of constant attempts to reach someone and no one has responed to my concerns.

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

Sincerely,

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

Business response
01/03/2022
The following email was sent to ******************** on 29Dec21:
Dear ** ******************* update from British Airways

I'm sorry that you've had difficulty contacting us to discuss your booking, ******, and your flight to ***** in January.
Although I appreciate your reasons for asking, I'm afraid we're unable to offer a free upgrade on this occasion. If you still wish to change your flight, please let us know and I'll see if we can help. However, please note that we cannot create Avios availability on a flight if there is no availability currently.
Thanks again for getting in touch. I look forward to hearing from you again soon.
Best regards

*********************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
11/24/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchase tickets to fly from ********* to ****** a couple years ago. Due to COVID 19, my trip was cancelled and British Airways offered a voucher that I could use in the future; I tried again to organize my trip for 2020 and again was cancelled for same reason, I was also informed that I had a voucher to use at a later date. On Oct 31st, I reserved tickets again to go to London on September 26th 2022. I looked in all my emails for a voucher, it was nowhere to be found, I went to the BA website with my last ticket reservation or confirmation, no information appeared, I thought probably I had received the money or it was credited back to my account so I went ahead and paid for the tickets with a credit card. The following day, I searched my office for documents that I had saved in regards to the cancelled trip and I found a printout of my voucher. Obviously I would not have been able to find it because it has a different reference number and the email came from a different email address (impossible to find). I called BA to inform of this confusion and to have my voucher substituting the payment I just made for the reservation. The person taking the call was ***********************, I do not know if he truly understood my predicament, he insisted that the tickets I had purchased were the cheapest and could not be changed. As much as I insisted that I did not wish to change ANYTHING about my trip, I only wanted him to change the payment method and use my voucher instead of my Discover card I had just used the day before. I thought it was just common sense, but he never understood, he suggested I fly in 2022 and again in 2023.I mentioned also that I never saw any warning that my tickets would not allow any change AT ALL. I had printed the confirmation, and it was that information or warning was nowhere to be found. He told me it did not show in the printed material (which I think the law requires this kind of disclosure) He guided me in the website to where it said so. It w
Business response
12/09/2021
The following email was sent to ****************************** on 08Dec21:
Dear ** ******************** 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 misplaced your eVoucher details you were issued against booking ******. I understand that you made another booking on 31 October 2021 for travel and because you could not find your eVoucher information paid for booking ****** using a credit card.

Unfortunately once payment has been taken and processed we cannot substitute the form of payment used without cancelling the booking. Cancellation would result in a fare rules refund, so your refund would be minimal because you purchased a non-refundable fare.

The eVoucher you have ************** for the amount of $1,906.80, can be used for someone other than the original passenger and although it shows an expiration date of 30 April 2023, our Covid-19 eVouchers have been extended. All travel must be now be completed by 30 September 2023. I hope this helps.

Thank you for getting in touch and for giving me the opportunity to respond. We look forward to welcoming you and Mrs ******* on board in September 2022.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer response
12/10/2021
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:

The business claims no changes can ever be made to these tickets because some sort of computer god would not allow them to make them, yet, in the things that are advertised in the ticket is a price warranty, so if prices go down, they actually make modifications.
Their system does not allow changes, that is what the disclaimer might read, but what I am requesting is not a change in the services to be rendered or the expectation of such, the only thing requested is to validate an alternate source of payment, replacing the credit card voucher with the airline's own voucher.
I am sure that if I dig deeper, the format of the website, the fact that important information like the fact that the ticket is not refundable or modifiable SHOUD BE CLEARLY INDICATED TO THE CONSUMER, not only if the consumer specifically searches for such information but clearly indicated IN AN EVIDENT LOCATION IN THE **** WHERE THE CONSUMER IS ABOUT TO RESCIND HIS(HER) RIGHTS.
After reading online stories and complaints about British Airways, I am learning there is a large quantity of disgruntled customers feeling they have been unfairly treated by this company, I will at least do my best to initiate some multi plaintiff action against them, I feel strongly about this unilateral decision suggesting the way they are doing business is the right and only way.

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

Sincerely,

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

Business response
12/22/2021
The following emails were sent to ****************************** on 16Dec21 & 21Dec21:
Dear ** ******************** you for your reply email.

I am sorry you are unhappy with my reply. However we do not have a policy in place for customers that purchase a ticket and fail to use their eVoucher as payment.
I understand your disappointment so as an exception after you complete travel on your new tickets (************* & *************)in October 2022, as a courtesy we will refund the eVoucher (*************) you received up to the value of the tickets. Any residual amount will be put on a new eVoucher for future travel. Please contact us when you return.

Thank you for coming back to me about this. We look forward to welcoming you on board our flights in September and October.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
======================================
Dear ** **************** have received a copy of your latest correspondence to the Better Business Bureau dated 20 December.

I am sorry you remain disappointed that we are unable to switch the form of payment on the purchase of your tickets. I had sent you an email on 16 December letting you know that as an exception and compromise, once you have completed your travel on your new tickets (************* & *************) in October 2022, as a courtesy we will refund the eVoucher (*************) you received up to the value of the tickets. Any residual amount will be put on a new eVoucher for future travel and to contact us when you return.

Also, we are in compliance with disclosing the fare rules of all our fares. They are posted on our website, prior to the customer agreeing to the price and providing their method of payment. It is the responsibility of the consumer to read them.

Thank you for coming back to me about this and giving me the opportunity to respond further. We look forward to welcoming you on board our flights.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
11/23/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
September 14, 2021 British Airways canceled my flight and offers no compensation for the flight I had to book on September 14 from ******* (*******) to ****************) where I was catching another BA flight to return to **.British Airways was reached twice through their **************** and after more than two months there is no resolution to my complaint. Document attached contains the second message sent to BA on November 6, 2021 which they failed to respond.
Business response
12/09/2021
The following emails were sent to ********************** on 03Dec21 & 07Dec21:
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 we had to cancel your flight from ********* to *************** for travel on 14 September 2021. I have reviewed your travel record ****** and see that a message was sent on 16 August 2021, to ********************** about your flight cancellation BA885, in advance of your travel.   Therefore I am sorry to disappoint you but no compensation will be offered for this.

Further notes show that you were in touch with our call center on 17 August 2021 about getting a refund of the coupon from ********* to ****************.  You were advised at that time all travel needed to be completed before we could process the refund.

Since you have now returned to ********, I have sent your ticketing details over to our Refunds team and a refund was processed today for $87.72 back to the original form of payment a Mastercard ending in ****. This amount is the full value of that sector ********* to ****************. Please allow up to one full billing cycle for the credit to post to 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 again soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
=======================================
Dear *****************

Thank you for your reply email.

You mentioned that the credit card ending in **** you had used for the purchase of your ticket ***************** has been closed.  Our Refunds team must refund back to the original form of payment so we cannot send you a check.

Since the refund was already processed on our end, please contact your bank and advise them of this.  Usually a bank will apply the credit to your new account if you have one, or send you a check if not.

I hope this information helps. Thank you for coming back to me about this.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
11/12/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a flight with british airways on their website for travel to *************** on July 31st 2020 for $2986.70. My booking ref # ******. I canceled my booking on 5/14/2020 due to Covid spread in ** and Europe. BA offered only Voucher at that point of time. The flight was eventually canceled by BA due to Covid. I called their customer service and emailed customer relations to get refund instead of Voucher because I don't plan to travel due to personal health reasons. BA is refusing to refund money on a flight that was canceled. The response from **************** was very bad. I talked to supervisor in *****, ** ******* **** She was extremely rude and she was not considerate about my issues. I would like to make a complaint against her for talking very rude to me.Based on ** government law all flights canceled due to covid by the airlines should refund money to the passengers. I would like to get full refund of $2986.70.
Business response
11/23/2021
The following email was sent to ******************* on 18Nov21:
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.

The extraordinary nature of Covid-19 has resulted in a rapidly changing situation across the world.

During these uncertain times, where information regarding the health and safety issues surrounding Covid-19 and government orders relating thereto have been constantly changing, and continues to change, we understand that many of our customers may not want to travel as scheduled or that governmental or other restrictions may prevent them from doing so.

Generally, when customers cancel their flights, whether or not BA will refund the fare, taxes, fees and charges is governed by the fare rules and conditions applicable to the particular booking. Because of the unique circumstances presented by Covid-19, BA has instead offered all of its customers the option of electing a voucher, which provides the opportunity to re-use the full value of their ticket.

We have reviewed the situation for booking ****** and see that on 12 May 2020, you cancelled and completed our online form to request the voucher when your flights for 31 July and 01 August and 11 August 2020 were still scheduled to operate from Austin/***************/******* de Gaulle and return. Once you accepted and we issued the vouchers to use for future bookings, you received full value for your flights.

I see you have been in touch with us about this before and replied to the same by my colleagues. Our position has not changed, BA will not provide a cash refund instead.

As previously advised our eVouchers with a date of travel to be completed by 20 April 2022 have been extended and the new date is 30 September 2023. Your eVoucher can be used online and for someone other than the original passenger. I hope you find this helpful.

Thank you for getting in touch and giving me the opportunity to respond. We look forward to welcoming you and your family on board one of our flights soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer response
11/23/2021
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:
Im not happy with BAs response when all other major airlines have an option to convert Voucher to refund. I booked tickets with Air france and delta airlines. Both airlines refunded money back after I received Voucher. Air France has online link to convert Voucher back to cash refund. After talking to Supervisor with delta airlines I was able to convert Voucher to refund. I expected BA to do the same but they are using Pandemic period as an opportunity to make money.
I will not accept anything other than refund.

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

Sincerely,

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

Business response
12/10/2021
Dear *************************

Customer Relations has received a copy of your latest correspondence sent to the Better Business Bureau dated 01 December 2021.

I am sorry you remain disappointed with the responses you have received from us. Unfortunately our position will not change, BA will not provide a cash refund instead of the eVouchers you requested.

Again, you cancelled and completed our online form on 12 May 2020, and requested the vouchers when your flights for 31 July and 01 August and 11 August 2020 were still scheduled to operate from Austin/***************/******* de Gaulle and return. Once you accepted and we issued the vouchers to use for future bookings, you received full value for your flights.

Had you called and requested a refund on 12 May 2020, your tickets would have been refunded per the fare rules and all penalties associated with that fare applied, so your refund would have been minimal.

In addition to the date extension we have made on our eVouchers, you can use it for someone other than the original passengers. Your eVoucher ************** is for the total amount (all 5 tickets) of $2,986.70. I hope this helps.

I realize this is not the outcome you were hoping for and I am sorry for any further disappointment.

Thank you for coming back to me about this. We hope to welcome you on board one of our flights soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
11/09/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have booked the flight from ************ to ********* on oct 16th bevy my **** expired I suppose to travel my home country. I was there at airport 5hr before with my family because I am leaving the country. Trying to check in with American Airlines they said that your ticket is canceled. Someone is traveling on your PNR number. Immediately I called British airlines customer service. They said you didnt update your Covid test before 72hr. How can we update COVID test 72hr before? The test will valid only 72hrs. I have spoke with one lady she transferred the call to another. He transferred the call to another. Finally I asked the for refund they denied it. Then I have asked them for change of date flight for that one also they denied. The reason they said you didnt update your COVID test 72hrs before so you dont get change of date or refund. I was living the country I surrender my apartment key everything also I lost my job.I was there without any help. Then I booked another flight from ******* from Wednesday October 20th. I was stayed at hotel with my family. They should have call me regarding cancellation or text something. I spend almost $3600 for staying hotel and booking new flight. My kids are ** citizens they are just 5 years and 2 years old. I dont know what to do, then my friend suggested me to file in BBB they will help you. I really appreciate if you guys help me for this problem. I have spent money and time also so disappointed with this. Thank you.
Business response
11/23/2021
The following emails were sent to *********************** on *********************; 22Nov21:
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 that you and your family were unable to travel out of ************ with American Airlines. Unfortunately your flight with us BA277 from *************** for travel to ********* on 17 October was cancelled on 09 September 2021.  You were sent a message about this on the same day.  I don't see that you called us so we could rebook you and your family for another flight or date to travel.

When you called our contact center 16 October your American Airlines flight had already been cancelled out of the system. I see a refund of USD37.70 was processed per ticket back to the original form of payment on 17 October 2021.

I have sent your ticket details over to our Refunds team for further review and due to the flight cancellation they have processed the balance of USD 2332.40 back to the same Mastercard ending in ****.  Please allow at least one full billing cycle for the credit to post to your account. Your tickets have now been refunded in full.

Thank you for getting in touch and for giving me the opportunity to respond. We hope to welcome you and your family on board one of our flights soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
======================================================
Dear *************

Thank you for your reply email.

Regarding your refund, our Refunds team must refund back to the original form of payment.  Once the credit is received by your bank, they should either credit your new account or make payment directly to you by other means.

I suggest you contact your bank and make them aware of the credits that will be coming to them for your old account.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
=========================================================
Dear *************

Thank you for your email.

Unfortunately our Refunds must refund back to the original form of payment. Please contact your bank and let them know.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
10/27/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently booked an American Airlines flight from ******* to ***** via *** for ******************************************************************************************************************* on a British Airways flight on the same day from Atl-***-******-***** (Booking Ref for AA: ******; Booking Ref for BA; ******). I then had to pay $214 to BA to reserve my seats for the ***-Lon and ******-Del segments. Shortly thereafter, American Airlines called and gave me an option to book on the original Atl-***-Del flight for a day later I.e. departing on Nov 12. The booking ref for this revised journey is still the same I.e. ******. In that process of tossing me from AA to BA and then back to AA, I am now being denied by BA a refund of the $214 seat charges I paid. Its not my fault that I was moved from one flight to another. When AA gave me the option to revert to the original flight, I of course chose that since it was my first preference anyway. British Airways team - I sincerely request you to refund my seat assignment charges as I am no longer flying with you and should not be paying for seats that I will never use.
Business response
11/11/2021
The following email was sent to **************************************** on 09Nov21:
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 that your original flight with American Airlines from ********, *** direct to ***** was cancelled for 11 November 2021. You mentioned they rebooked you on flights operated by us for travel from ********, *** to ***** via *************** for the same day.

I understand that recently American Airlines was in touch again and offered to change your flights to the original flights booked but for one day later on 12 November. You agreed and are now requesting a refund of charges for the seats you selected on our flights.

A customer is not eligible for a refund of these charges when they voluntarily cancel their flights with us.

I have reviewed your prepaid seating charges and see that you have filed a dispute with your bank. Unfortunately once a dispute is filed it now needs to be worked out between your bank and our Finance team. Customer Relations cannot intervene.

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
10/20/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We booked flights from *** to ******** with a stop in ******. The first flight was late and that caused us to miss the connection flight. They only had one flight a day from ****** to ********. They sent us to a hotel and scheduled our flight for the next day. Due to covid requirements in ******, we needed a PCR test taken no longer then 72 hours prior to us arriving in ********. That meant that we needed to search a place, take a new test and wait for the results before leaving. We were forced to stay in ****** one more night, pay for hotel, pay for the tests, pay for uber trips, food, clothes, etc. In addition, we requested Kosher food for the flight from *** to ****** (it's a long flight) and they said they did not have any. since we eat strictly kosher we did not eat until we found a place in ****** (which we had to uber to) to FINALLY eat. we submitted a claim weeks ago, emailed and there is NO RESPONSE.
Business response
11/04/2021
The following email was sent to ********************* on 02Nov21:
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 your directly.

I am sorry that you and *************** arrived 6 minutes later than scheduled into ***************. I understand that this slight delay caused you both to miss your connecting flight to ********. I realize this also caused a problem for you with your Covid-19 test because it no longer reflected the 72 hours prior required for your final destination.

I see you both were rebooked for 02 September for travel to ******** and that we provided hotel accommodation for the evening of 31 August along with meal vouchers, and transportation to the hotel.

Thank you for sending in your receipts for out of pocket expenses you incurred. I have reviewed them and would like to contribute towards those expenses as follows:
198.00GBP for the Covid-19 tests (99GBP each), *****GBP for the ************** the evening of 01 September, a contribution of 25GBP towards food and beverages and *****USD for ************ on 02 September.  This is a total of USD453.36 (322.00GBP equal to USD443.00 plus *****USD).

The fastest way to settle your claim is by bank transfer.  Please send me your bank name, complete routing and account numbers. You can reply with that information to me at *************** in the subject field include your case number ******** or by replying using the blue reply to me link below.

Thank you for getting in touch and for giving me the opportunity to respond. I look forward to hearing back from you soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
10/19/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased the British Airways ticket 12 Aug 2019 Ticket numbers ************** (**** ***** ****)************** (************************)************** ************************************************* ****)but the flight got cancelled due to pandemic. I filed a complaint case reference ******** to give me refund but it was refused. Now I am ready to book my flight and I can't use my vouchers online. I call everyday and remain on hold for 1 hour or so but can't get hold of any agent to book the flight and use my voucher.
Business response
10/28/2021
The following email was sent to *********************** on 22Oct21:
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 was sorry to hear of the difficult time you had trying to use your eVoucher online and for the long wait time when you called our contact center.

I am happy to see that one of our agents was able to assist with rebooking your family's travel when you called on 20 October. I see your tickets have been issued and all has been taken care of.

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 flight to *************** on 24 December.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer response
10/28/2021
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]
The agent was able to assist me only after hours of me holding and waiting to get through to someone, and I had to keep trying for several days before I could even get a hold of an agent. When I finally got a hold of an agent, during the duration the phone call, I got disconnected twice. I have a leftover of $89 on my voucher, and I was trying to book my next flight to Madrid from ** using that voucher, but in between the call, the phone again was getting disconnected from the agent's side. I could not get back to any agent again for several hours, and by the time I finally got through to one, the flight I was trying to book was already unavailable. All this caused me a lot of stress, wastage of time and mental energy.
I still have $89 balance on my voucher which I need refunded ASAP. I am extremely disappointed in the way British Airways is dealing with customers, and I wish there was something that could be done to make my experience better. This will be the first time I travel on British Airways with my two young children, and I do not want them to have a traumatic and frustrating experience.

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

Sincerely,

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

Customer response
11/15/2021
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]
I already cancelled my other other flight as well. could you please issue full refund of $2608.08. I am so surprised that such a big air line has poor customer service.

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

Sincerely,

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

Business response
11/18/2021
The following email was sent to **************** on 17Nov21:
Dear ***********

I have received a copy of your latest correspondence sent to the Better Business Bureau dated 15 November.

I have reviewed your travel record MAVPKH and see that this booking was paid for with eVouchers issued to you from a previous booking.

You cancelled this booking on 30 October 2021 while your flights were still scheduled to operated for 24 December 2021 and 07 January 2022, and a new eVoucher was issued for the full value of all your tickets.  You can only receive a full refund if we cancel one of your flights first.

The details of your new eVoucher was sent to you on 30 October 2021. Your eVoucher can be used for someone other than the original passengers. All travel must be completed by 30 September 2023.

I see notes in your booking that you called our contact center on 30 October inquiring about a refund and you were advised the same.  BA will not provide a cash refund instead. I know this is not the news you were hoping for and I am sorry to further disappoint you.

Thank you for coming back to us about this and for giving me the opportunity to respond. We hope to welcome you and your family on board one of our flights soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
10/06/2021
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 27th, 2021 my luggage was lost and not returned until July 5th. I had no clothes or any of the necessities needed for my trip as I was on a sailboat and had equipment in my checked luggage (complete luggage totaling $1500) which was necessary and could not be found in any of the local stores. I sent a claim and it has now been 3 months with no response to my weekly follow-ups. I did purchase travel insurance but they will not proceed until I receive communication back from the airline and that period is almost near its end. This loss placed a large damper on my trip as I spent 1-2 hours each day on the phone to find out about the status of my luggage. Besides this, the company had a delay with my flight causing me to miss out on my hotel and stay in Santorini the day I was looking forward to the most and did not get to experience Santorini nor get this expense reimbursed.
Business response
10/13/2021
The following emails were sent to ********************** on 26Jul21, 03Aug21, 06Oct21, 09Oct21:
Dear ** ******

Your feedback to British Airways

We’re very sorry to hear your flight from Phoenix with American Airlines on 26 June was delayed due to which you missed your connecting flight from Chicago. We understand how frustrating this was, especially as you were not kept updated about the status of your connecting flight due to which you also missed your hotel booking. This isn’t the standard of service you should expect, and we understand why you needed to complain.
I’ve shared your concerns with our colleagues at American Airlines. They’ll feed back to the relevant teams, and use your comments to guide them as they improve their service.
You are clearly unhappy, as your bag was also delayed on your trip to Santorini on 28 June due to which you incurred additional expenses. We take extra care of baggage being transferred through an airport, as we know there’s a greater chance of delays.

I'd like to inform you that the receipts you've sent us are not clear. So that I can proceed further with your claim, please send us an itemised list of your expenses along with the clear receipts. You can send this to me in the following ways:

Go here to upload scans.
I can assure you that your feedback has made a difference. I’ve shared your comments with my colleagues in the relevant team to help us learn from this and improve in future.

Once again, please accept our apologies for your experience on this trip. If there’s anything else I can help with, please contact me directly using the blue link below. I hope to hear from you soon.

Best regards

***** ******
British Airways Customer Relations
Your case reference is: ********
=================================================
Dear ** ******

An update from British Airways

Thanks for sending us the receipts.
In order to proceed further, we'd also need the complete postal address of your bank account with Navy Federal Credit Union.
I hope to hear from you soon.
Best regards

***** ******
British Airways Customer Relations
Your case reference is: ********
================================================
Dear ** ******

An update from British Airways

Thank you for coming back to us with the requested information. We’d also like to thank you for your patience while we got back to you about this.

I'd like to inform you that, if passengers' bag is mishandled, they are only liable to claim for the essentials purchased as a result of the delay. Bag, excess baggage fee and taxi expenses are not a part of essentials and so I'm afraid we cannot contribute towards your claim. Please contact your travel insurance company to see whether you would be covered by any policy you may have with them.
I’ll transfer $1,242.90 to your Navy Federal Credit Union bank account using the details you provided.

Once again, I’m sorry for the experience you had on this occasion. We hope to welcome you back on board soon. If I can help with anything else, please contact me directly using the blue link below.

Best regards

******* ******
British Airways Customer Relations
Your case reference is:********
=========================================================
Dear ** ******

An update from British Airways
Thanks for coming back to us.
Please note we've already sent your details to our Payments team. However, it may take some time for them to credit the payment to your bank account. We appreciate your patience during this time.
Thanks again for getting in touch. I hope we can welcome you on board soon. If you need help with anything else, please feel free to contact me directly using the blue link below.
Best regards

******* ******
British Airways Customer Relations
Your case reference is*********
Customer response
10/18/2021
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]

The deposit has not been made to my account as stated. It has been 7 days since BA provided an amount but has not followed through with depositing, and it has been since June 28th when the baggage loss was announced with the airline not providing any type of compensation at the time, making the trip stressful as I had only 30 minutes to locate items needed for a trip in a foreign country since I was traveling by boat for 7 days, island to island. .

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

Sincerely,

***** ******
Business response
10/28/2021
The following email was sent to ********************** on 22Oct21:
Dear ** ******

Thank you for contacting the Better Business Bureau. Customer Relations has received a copy of your correspondence sent both 11 and 18 October, and we have been asked to respond to you directly.

I see you have been in touch with us about your delayed baggage and request for reimbursement of essentials while you were without your bag. My colleague has responded to you on several occasions, and his email dated 09 October was advising you that a payment request was made in the amount of 1242.90USD, as full settlement of baggage claim with us.

I see that the payment request was approved on 11 October with our Finance team. Please note that it can take up to 28 days for the funds to post to your Navy Federal Credit Union account ending in ****.

My renewed apologies for the delay to your bag and any inconvenience you were caused. 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 again soon.

Best regards

********** *********
British Airways Customer Relations
Your case reference is:********
Customer response
11/02/2021
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
10/06/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had booked 2 air tickets for my wife and daughter on a British Airways flight from RDU, NC to NOM, India on 18-Feb-2020. Booking reference is ******. Due to the pandemic, this flight got cancelled and I had to cancel my reservation. During the cancellation, I did not get any option to ask for a refund and instead had to accept a voucher valid till 30-Apr-2022. Voucher codes are ************** **************. I do not have any need to travel in the foreseeable future and have been following up with the BA call center to request for a refund. I have been put on hold for up to 30 mins, asked to call back later or simply cut off. I tweeted BA and got a response that since a voucher has been issued, no refund can be issued. This was the only international flight from RDU and it is not even available now for future booking. I cannot forego the amount I have spent. Sincerely appreciate your assistance in getting a refund. It is an unfair decision skewed completely in favor of the airways.
Business response
10/21/2021
The following email was sent to ******************** on 14Oct21:
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.

We’re very sorry for the increased uncertainty about your wife and daughters travel plans due to the ongoing coronavirus (COVID-19) situation.

Thank you for your query regarding the evouchers you requested from BA. These vouchers are not generated automatically, but only when a customer completes an online form.
We have reviewed the situation and we see that on 06 May 2020, you completed our online form to request the vouchers. By completing and submitting the form, you confirmed your acceptance of the voucher as the method of refund for their booking ******.

Once you accepted and we issued the vouchers to use for future bookings, they received full value for their flights and prepaid seating. BA will not provide a cash refund instead.

All vouchers issued under the Covid-19 policy with an expiration date of 30 April 2022 have been extended and updated automatically in our system, all travel must now be completed by 30 September 2023. Your eVouchers can be used online and for someone other than the originally passengers. I hope this helps.

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 is:********
Customer response
10/22/2021
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:

While I genuinely appreciate your follow-up and the extension of the voucher date, the fact is that there were no other options to the voucher. This was the only thing we could when the flight got cancelled.
*********

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

Sincerely,

********* ********
Business response
11/04/2021
Dear ** ********

Thank you for your reply email.

I am sorry you were disappointed with my reply. I can assure you that was not my intention.

I have taken all you have told me into consideration however, our position will not change, BA will not provide a cash refund instead.

Once you accepted and we issued the vouchers to use for future bookings, they received full value for all flights and prepaid seating. I am sorry for any further disappointment.

Thank you for getting in touch and for giving me the opportunity to respond. We hope to welcome you and your family on board one of our flights soon.

Best regards

********** ********* ******* ******* ******** ********* **** **** ********* *************** ** *** *******
Customer response
11/04/2021
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,

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

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