ComplaintsforBritish Airways

• Initial Complaint

  10/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked flight tickets for me, my wife and my daughter. Booking reference number is ******. I booked the flight for total of $2839 CAD. When I received Itinerary and receipt, it shows $3374.33. I only authorized total of $2839 CAD including all taxes and fees then why am I charged $3374 - $2839 CAD ?

  Business response

  10/14/2021

  The following emails were sent to **************** on 08Oct21 & 11Oct21:

  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 believe you have been overcharged on your tickets.  I have reviewed your booking ****** and the amount you mention of $2,839.00CAD is nowhere noted in the booking.  If you have a screenshot of this, please send it for our review.
  According to your reservation you purchased two adult tickets for $1,158.11CAD each totaling $2,316.22CAD, and your daughter's ticket cost was $1,058.11CAD - so the grand total of all 3 tickets is $3,374.33CAD.  Based on this you were charged correctly.
  
  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 November and December. 
  
  Best regards
  
  ********** *********
  British Airways Customer Relations
  Your case reference is:********

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

  Dear ** ****
  
  Thank you for your email reply. 
  
  I have had a look at travel record ****** and see these tickets were purchased through a travel agent in San Francisco, so your contract of sale is with them and they are American Airlines tickets. 
  
  I am sorry but I cannot help you on this occasion.  Please contact the travel agency you made the booking with or American Airlines. 
  
  I hope this information helps.  Thank you for coming back to me about this.  
  
  Best regards
  
  ********** *********
  British Airways Customer Relations
  Your case reference is:********

• Initial Complaint

  10/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I booked a trip to the Maldives on British Air for April, 2021. When I bought the tickets, the BA agent suggested the flight route to take. The price was $3,600 + 250,000 avios points. BA then cancelled and rebooked us at least 3 other times to other cities without speaking with us. Each change caused us to have to purchase another connecting flight to the Maldives. The last flight change they made caused date changes to our holiday. On the BA flight day in Miami, we were denied boarding as they told us we did not have a transit visa. We did not need one as we would be connecting through on to another flight in less than 24 hours. We were denied boarding. We then had to buy new tickets on Delta ($6,600), new connecting flights ($1,400), new hotel (over $4,400) and no refund on BA purchase or Avios. BA agents told us which flights to take and that we would have no issue when they were booked. This was a cancer free celebration which turned in to a nightmare instead.

  Business response

  10/22/2021

  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 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 after several schedule changes to your original travel plans, you choose to cancel your booking with us and purchased tickets with another carrier.  I can certainly understand how disappointed you must have been especially as this was a celebratory trip for you.  Please accept my apologies for the inconvenience caused. 
  
  As a courtesy your tickets are being held as future travel vouchers for a total of $1880.44 each.  The 220,000 Avios used for this booking are also being held as credit so when you are ready to rebook they all can be applied to your new booking. 
  
  We have issued two vouchers per passenger.  Below are the voucher numbers:
  
  ********************* ********************* ********************* *********************
  
  Please call our Executive Club when you are ready to rebook and note that all travel using these vouchers must be completed by 30 September 2023.
  
  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 flights soon. 
  
  Best regards
  
  ********** *********
  British Airways Customer Relations
  Your case reference is:********Tell us why here...

• Initial Complaint

  09/28/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I booked a ticket to go go Egypt on March 17 2021. Booking reference ******. And ticket number **************. The value of booking is $1230.46. Due to cov 19 they canceled my trip . They do not want to refund me money .

  Business response

  10/14/2021

  The following email was sent to ********************* on 11Oct21:

  Dear *** *****
  
  Thank you for contacting the US Department of Transportation.  A copy of your correspondence has been sent to Customer Relations and we have been asked to respond directly to you.
  
  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. 
  
  We have reviewed the situation for booking NYWSI5 and see that on 11 March 2020, you called into our contact center and cancelled your flights while all your flights for 17, 18 and 31 March 2020 were still scheduled to operate.  At the time of your call we offered you the option of keeping your ticket open with the understanding that you needed to use the credit and travel on or before 20 February 2021, you agreed to these terms.  
  
  I understand that travel was difficult because of the pandemic so because of the unique circumstances presented by Covid-19, we were offering some of our passengers vouchers which provides the opportunity to re-use the full value of their ticket. 
  
  As a courtesy since your ticket expired, we issued eVoucher ************** in the amount of $1,230.46.  An email was sent to ********************* with the complete details on 08 October 2021.    
  
  However if you prefer a refund, please keep in mind that your refund would be per the fare rules of your ticket and you would be refunded a minimal amount against the taxes only as the fare is nonrefundable and penalties apply.   
  
  Please note that all vouchers issued under our Covid-19 policy has a complete by travel date of 30 September 2023. The eVoucher can be used online or with one of our call center agents.  Please reply to me using the link below only if you prefer the refund.   
  
  Thank you for getting in touch and giving me the opportunity to respond. 
  
  Best regards
  
  ********** ********* ******* ******* ******** ********* **** **** ********* ***********

  Customer response

  10/15/2021

  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

  09/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I bought tickets to for a trip in Jan 2020 for a trip that was canceled due to Covid, the airline would only give me a voucher at the time Now i go to use the voucher and i'm not able to since they gave me 7 vouches and i can only use 4 I spent an hour on hold waiting to be help use this voucher i'm told i cant I was told to email them and they would be able to help me get a refund or combine in to one to use i got an email back say they cant do either please help me with getting a refund for my tickets

  Business response

  10/08/2021

  Dear **** *****
  
  Thank you for your contacting the Better Business Bureau.  A copy your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.
  
  I am sorry that our call center agents were unable to assist in getting your 7 vouchers combined into one.  I can understand how upsetting this must have been for you especially, because you have been in touch with us by email and by phone to try and get this done.  
  
  I have sent your vouchers details over to the appropriate team and I am happy to say that they have now combined all 7 vouchers into one.  Your new voucher number is  ************** in the total amount of 767.50EUR.  I see that an email was sent to you today at ******************* with the new details.  Please note that all travel must be completed by 30 September 2023 with this voucher.  I hope this helps.
  
  Thank you getting in touch and for giving me the opportunity to respond.  We look forward to welcoming you on board one of our flights soon. 
   
  Best regards
  ********** *********
  British Airways Customer Relations
  Your case reference is:********
  ///////////////////////////////////////////////////////////////////////////////////////////////
  
  Dear **** *****
  
  Thank you for your email replies.
  
  While I can certainly understand your frustration because of the length of time taken to get the one voucher you requested, once a voucher is issued, BA will not provide a cash refund instead.  I am sorry to disappoint you.
  
  Your voucher can be used online and for someone other than the original passengers as long as all travel is completed by 30 September 2023. 
  
  Thank you again 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 is:********
  

  Customer response

  10/08/2021

  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:
  

  At this point I would just like a refund I do not want to to business with this company anymore.

  Also I read on line I’m not the only one they forced on to a voucher and not given a refund from the start. 
  I also read they are being sue for these voucher issues they are having 

   

   

   

   

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

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

  Business response

  10/21/2021

  The following email was sent to ******************* on 18Oct21:

  Dear **** *****
  
  We have received a copy of your latest correspondence sent to the Better Business Bureau dated 15 October. 
  
  My reply below is the same as my email sent to you on 13 October. Our position has not changed and your case is considered closed.  
  /////////////////////////////////////////////////////////////////////
  
  Dear **** *****
  
  Thank you for your reply email dated 07 October.  I am sorry you remain disappointed with my replies. 
  
  These vouchers are not generated automatically, but only when a customer completes an online form. We have reviewed the situation and see that on 20 March 2020, you completed our online form to request the vouchers.  By completing and submitting the form, you confirmed your acceptance of the vouchers as the method of refund for your booking ******.   
  
  Once you accepted and we issued the vouchers to use for future bookings, you received full value for your flights on all your tickets.  Which I also want to note does not include any flights to and from the USA. 
  
  I realize you have been in touch with us before about getting all 7 vouchers combined into one.  While I do understand you were frustrated with the length of time you waited, it has now been done as a courtesy for you.  Our policy has not changed, BA will not provide a cash refund instead.  
  
  Thank you for coming back to me about this.  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

  10/29/2021

  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 would still like a refund this is comply unacceptable 

   

   

   

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

  
  Sincerely,
  ******* *****  
  

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: On August 11, 2021. Amount of money paid: $3442.02 Nature of dispute: I purchased three tickets on British Air website on Aug 11, 2021 for September 1, 2021 flight. On August 22, 2021, I called British Air to cancel the booking because the travel requirements had changed for UK due to COVID19. The customer representative convinced me to receive credit vouchers instead of refund because that will avoid cancellation fee. Therefore, on her advice I agreed to receive the voucher. I received the voucher on August 22, 2021. Now when I try to use the voucher to book another flight with British Air I am being told that I cannot use the voucher because the voucher was issued to another person. I explained it to them that they charged my credit card and emailed me the voucher but still they refused to let me use the voucher. Tracking number: ****** Further details including screenshot of the transaction and voucher are provided in the PDF file attached.

  Business response

  09/30/2021

  The following emails were sent to ******************** on 28Sep21 & 29Sep21:

  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 are unable to use the vouchers for yourself that were issued against booking ****** for passengers ****** and ****** ***** and ****** ****. 
  
  I have reviewed the travel record in question and see that you have been in touch with our call center and by email about using the vouchers on several occasions.  I see that my colleagues have replied advising that only the original passengers can use the vouchers. This of course is not want you were hoping for as you had purchased the tickets using your credit card.   
  
  Thank you for sending a screen shot showing the credit card ticket purchases, unfortunately it does not show your name only the amounts.  Please send me a clear copy showing the card holder's name and the charges.  Be sure to block out your full credit card number, we only need the last 4 digits.  
  
  As I continue to investigate this matter, please advise if the value of one voucher ****** PKR (which is about 1,1151.00 USD) covers the cost of the new ticket you are hoping to purchase.                                                                    
  
  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
  
  ********** ********* ******* ******* ******** ********* **** **** ********* ***********

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

  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 are unable to use the vouchers for yourself that were issued against booking ****** for passengers ****** and ****** ***** and ****** ****. 
  
  I have reviewed the travel record in question and see that you have been in touch with our call center and by email about using the vouchers on several occasions.  I see that my colleagues have replied advising that only the original passengers can use the vouchers. This of course is not want you were hoping for as you had purchased the tickets using your credit card.   
  
  Thank you for sending a screen shot showing the credit card ticket purchases, unfortunately it does not show your name only the amounts.  Please send me a clear copy showing the card holder's name and the charges.  Be sure to block out your full credit card number, we only need the last 4 digits.  
  
  As I continue to investigate this matter, please advise if the value of one voucher ****** PKR (which is about 1,1151.00 USD) covers the cost of the new ticket you are hoping to purchase.                                                                    
  
  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
  
  ********** ********* ******* ******* ******** ********* **** **** ********* ***********

  Customer response

  09/30/2021

  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

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Regarding reservation ******, British Airways cancelled return trip from Cairo to London without notification and without offering alternative or refund. I called the 800 number to get refund for return part of ticket from Cairo to Charlotte and they refused. I have spent hours to get refund but in vain. I have emailed the company as well but no response as well .It was very stressful to me and my family and I had to spend thousands of dollars to get my family back to the states as one of my family members needed medical attention. I was appalled by British Airways unprofessional treatment and business conduct in the states and its unwillingness to provide compensation for a short falls from their side. I am seeking a refund for the return part of the reservation mentioned above due to cancelled flight made by British Airways. Thank you in advance!

  Business response

  09/23/2021

  The following email was sent to ******************* on 21Sep21:

  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 we had to cancel your flight BA401 from Cairo for 20 July 2021 due to operational reasons.  I have reviewed your travel record ****** and see that you purchased your tickets through Expedia.   
  It appears that both you and your travel agent have been in touch with us and advised you were due a refund.  The agent was advised to contact us for assistance.
  Now we can see that you recently filed a dispute with your bank for your tickets.  Once a dispute is filed, it is now between your bank and our Finance team to resolve.  You will now need to wait until a decision has been made.  Hopefully you will hear back soon. 
  
  Thank you for getting in touch and giving me the opportunity to respond.   
      
  Best regards
  
  ********** *********
  British Airways Customer Relations
  Your case reference is:********

  Customer response

  09/23/2021

  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:

  [Your Answer Here]

  It has been 3 months and I never received a refund from British airways.

  The financial hardship and emotional stress caused by British airways due to their operational failure and still I did not receive by money back.

  There should be an immediate refund from British airways as they admitted their mistake.

  Thanks!

   

   

   

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

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

  Customer response

  10/05/2021

  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 have not received a refund from British Airways. No action taken from their side to initiate any refund after many months. Reasons given for such a delay is unsatisfactory.
  Thanks!

   

   

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

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

  Business response

  10/14/2021

  The following email was sent to ******************* on 13Oct21:

  Dear ** ***********
  
  We have been sent a copy of your latest correspondence sent to the Better Business Bureau dated 05 October.
  
  I have replied to you on several occasions regarding your complaint. Please refer to my emails sent to you on 21 and 29 September.  
  
  Again, you filed a dispute with your credit card company for your tickets.  Once a dispute is filed, it is now between your bank and our Finance team to resolve.  You will now need to wait until a decision has been made.  Customer Relations cannot intervene until then.  Hopefully you will hear back soon. 
  
  Thank you for getting in touch and giving me the opportunity to respond further.    
  
  Best regards
  
  ********** ********* ******* ******* ******** ********* **** **** ********* ***********

*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. ↩