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Forums Frequent flyer programs British Airways Executive Club 90 business days for complaints

  • DTR 114 posts

    Well, this is a new one on me, but BA customer service have just told me that all complaints take 90 business days to be dealt with and I need to wait until then for a response. Not clear if that is their current lead time, or just a maximum ‘up to’ date.

    I filed a complaint on the 15th June – it’s now 5th October. That gives them until 19th October, 2 weeks today.

    Let’s see.

    Richie 1,083 posts

    90 Calendar days is too long.

    Lady London 2,185 posts

    What an appalling business standard.

    Bad enough to take that long, and we know so many reports they actually take much longer. And even with an even longer time, we keep hearing of no resolution.

    But to actually admit they have a business standard of dealing with complaints after 90 days? This is tragic.

    And to remimd us of what service levels on BA have diminished to, we have Rhys’s photo a couple of days ago, of BA’s new replacement flapjack snack, which is a fraction less than half the size of a British Airways Executive Club Gold card.

    Oh, the pathos ! what service levels on British Airways have come down to.

    e14 295 posts

    Just ask for that in writing or a deadlock letter . If they refuse ask for a supervisor to add the notes to the PNR, stating that you are requesting the PNR notes directly from them, or will be requesting them via a SAR.

    JDB 4,895 posts

    Just ask for that in writing or a deadlock letter . If they refuse ask for a supervisor to add the notes to the PNR, stating that you are requesting the PNR notes directly from them, or will be requesting them via a SAR.

    90 working days is too long and doesn’t empirically appear to be the norm and, in any in any event, Why would anyone want to follow the above suggestion(s) / how would any of those actions help resolve the matter?

    If someone isn’t prepared to wait, after eight weeks (not working weeks) you can go the CEDR or you can go to MCOL even before that.

    MrWhite 66 posts

    My last compensation took 3 months, pretty much to the date. Seems they are completely inundated with complaints at the moment. You’d hope it would prompt BA to try and get their planes running on time …

    Gavin454 174 posts

    I’m currently still waiting since 4th July for a reply to my compensation/expenses claim for a cancelled flight. It was a simple claim.

    I did also submit a CEDR complaint after 8 weeks, but they are also running slowly – they told me I should expect to get a judgement from them 90 days after I submitted my complaint.

    Richie 1,083 posts

    My guess is this situation will be on the radar of Daytime TV very soon.

    BB8 16 posts

    I’ve got a complaint running from Feb this year.
    They told me they were going to refund what I had paid for seating.
    Sent it to refunds who rejected the request and I’ve been arguing ever since.

    JDB 4,895 posts

    I’ve got a complaint running from Feb this year.
    They told me they were going to refund what I had paid for seating.
    Sent it to refunds who rejected the request and I’ve been arguing ever since.

    A complaint of that nature would be much better addressed via your credit card and chargeback/s75 if you reach a dead end with BA but it’s harder to do the chargeback after 120 days.

    ATP 60 posts

    I’ve got a complaint running from Feb this year.
    They told me they were going to refund what I had paid for seating.
    Sent it to refunds who rejected the request and I’ve been arguing ever since.

    I had a very similar situation when I purchased some flights but had to cancel within 24h. Cancelled in dec 21, received refund in Jan 23(!). Only had success after I got so fed up I emailed the ceo outraged. Got sorted in a few days.

    duggie1982 274 posts

    It’s a ridiculous lead time for any company for complaints never mind one like BA. I have one in that’s only just over a month old.

    Like a lot of people say, if it wasn’t for my collection of points then I would be going elsewhere, I’m in too deep lol

    DTR 114 posts

    The magical 90 days has arrived… Not holding my breath!

    Lady London 2,185 posts

    I’m currently still waiting since 4th July for a reply to my compensation/expenses claim for a cancelled flight. It was a simple claim.

    I did also submit a CEDR complaint after 8 weeks, but they are also running slowly – they told me I should expect to get a judgement from them 90 days after I submitted my complaint.

    deleted

    DTR 114 posts

    Since it’s now been a full 100 working days since I filed my complaint and 20 calendar weeks, I thought I’d give them another call.

    As suspected, got absolutely nowhere. No suggestion of 90 days this time. Case still in progress. No they can’t help. No there’s no one to speak to. Etc.

    Realise I just need to be patient or go to CEDR, but I really am baffled by the complete stonewalling with no option for escalation or resolution.

    Just thought I’d keep you updated!

    ekposh 248 posts

    I’ve been waiting since July for a delayed luggage compensation. The only form even asks for your bank details so they can refund you more “promptly”.

    memesweeper 1,337 posts

    I complained to BA, and got nowhere for six weeks, following an outbound and return cancelled and rescheduled flights a few years ago. I then wrote a properly formatted Letter Before Action and delivered it, by hand, to Waterside, with a demand that they compensate within 28 days, and an apology for the threatening nature of my communications, but making clear this was a last resort after the failure of multiple attempts to use customer service/online forms. Of course, this letter was also not responded to.

    I had a lot on my plate at the time and did not go to CEDR/MCOL in the timescale I had laid out in the letter. Several months later BA — without any argument or further correspondence — paid up.

    I can’t advise what the best course of action is for you, but do not assume silence means they will not ultimately pay up. Why they take so long, and cause so much bad feeling in the process, heaven only knows.

    marshy11 248 posts

    We went to Kos in September and the flight back (avion) was dreadful. I complained to BA for not getting what we’d purchased (seat pitch and food) and had £200 e voucher in less than a week. No email advising how they had come to the amount. It was RFS fare so it was a result for me, clearly a very quick one too.

    DTR 114 posts

    This is what makes it so bizarre – some complaints are ‘promptly’ dealt with and others go on for absolute months with no apparent rhyme or reason – and usually no correspondence!

    Thanks all.

    JDB 4,895 posts

    This is what makes it so bizarre – some complaints are ‘promptly’ dealt with and others go on for absolute months with no apparent rhyme or reason – and usually no correspondence!

    Thanks all.

    Is your issue actually a complaint or a claim for UK261 compensation/reimbursement? BA handles different types of issues and sub categories within those types of issue in fairly identifiable patterns.

    Scottpat78 241 posts

    I put in a cancellation complaint on 31st August. Heard nothing so called them mid October. They advised on the phone that they are running at 8 weeks but tried to handle gold requests within 4. I’m gold so was past that.

    They couldn’t pass me to anyone but said they would put an escalation on my case.

    I received a response Monday advising my claim was successful and I received the cash Friday. No idea if my call done anything, but I was 9 weeks from claim to being paid.

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