Maximise your Avios, air miles and hotel points

  • PaulMichael 12 posts

    Last July I decided to take my mother to this years Madrid Open tennis final. As she is approaching 80 with bad arthritis and restless leg syndrome she will only travel in the relative comfort of a proper business class seat, so I made sure we were going to be on Iberia’s A350 from LHR.

    Through BA, I booked a cash/avios redemption-£283.76/37400. Being July, our seats were among half a dozen other passengers at most in the cabin, so we were among the first to book. The outbound flight was a complete farce from beginning to end but at least we got our booked seats. The return flight from Madrid seemed OK to begin with, checked in almost 4 hrs early, got boarding passes for business class seating, used Iberia and Neptune lounges then went to gate at the appropriate time. When we got there however, we were called up and told there had been an equipment change (to an A330) and would be seated in economy, no other option.

    I was pointed towards a QR code to make a claim and that was it! On return I filled out the online claim form and waited. I got a reply after a week, suggesting I should make a claim through BA. I filled out the BA claim form and guess what?! They told me to claim from Iberia!

    I would appreciate any advice given as I do not know where to turn next and am starting to lose the will to carry on (which I know is what they want). The Avios were converted from Amex MR points and the cash part was paid with Amex. if that makes any difference to any claim.
    Huge thanks to all in advance,
    Paul.

    NorthernLass 9,496 posts

    Were you actually downgraded to Euro Traveller, or just had to sit in the normal Club Europe seats (same as economy but with the middle seat free)?

    What have you claimed for – downgrade reimbursement as per UK261 regs?

    You claim from the actual carrier, so Iberia if they were flying you, however they are notoriously difficult to deal with in such matters and you may have to consider legal action.

    Can you clarify what you actually paid and what you’ve claimed?

    PaulMichael 12 posts

    They were regular economy seats (37D+E) on Iberia metal in which any food and drinks had to be paid for, no priority boarding etc.
    I have claimed, unsuccessfully, for downgrade on both BA and Iberia online claim forms.
    I had paid £283.76 in cash and used 37400 Avios points for the 2 seats.
    I’ll look into the UK261 regs, thanks.

    CJD 142 posts

    I’m reading it that they’ve paid for IB flights from LHR-MAD, on the flights IB operate with long haul aircraft, specifically so OP’s mother can have a lie flat business class seat for comfort reasons.

    For the return flight from MAD they’ve been punted down to economy due to an aircraft change.

    Lady London 2,310 posts

    + NorthernLass : more info needed.

    You’d also need to compare what value a downgrade reimbursement claim under EU261 for the 30% of the totals you paid (ex-true taxes) would calculate out to. As compared to a claim for the difference between the 2 classes where you paid and did not receive the higher class. With short haul, often better to claim the difference.

    Sadly it looks as though Iberia picked on you as not a direct booking and the inclusion in your payment of avios.

    PaulMichael 12 posts

    I’ll have a look at both thanks and yes we definitely felt picked on, I know it does happen from time to time if they don’t have an equivalent aircraft, but why pick on an old lady? Because of the entire experience from the start we won’t be flying Iberia again that’s for sure.

    Alex G 541 posts

    You were picked on because it was a redemption. Not because you were travelling with an old lady.

    BA do the same.

    PaulMichael 12 posts

    Sorry, that was probably worded wrong. I didn’t mean they picked on us just because she was old, I just thought they would use some compassion as one of their criteria when considering who to downgrade.

    NorthernLass 9,496 posts

    It’s pretty woeful that they would do this to an 80-year-old lady who might be expected to have a medical condition which would make economy seating uncomfortable or even painful, but Spanish attitudes to inclusivity are still somewhat behind many other western countries’.

    There’s also a fair bit of anti-British sentiment around, although visiting Madrid with one’s elderly mother for tennis isn’t exactly stereotypical Brit tourist behaviour!

    *Which hopefully you both enjoyed despite everything!

    PaulMichael 12 posts

    We were too drunk to remember anything! *joke* Even though my mother didn’t get to see Alcaraz in the final, it was great thank you. And yes there is a bit of anti Brit feeling, I’d never been called a toilet before I’d been to Spain!

    NorthernLass 9,496 posts

    Crikey, what was that about?!

    If I’d been there I would have lamented loudly to anyone within earshot about this shameful treatment of una señora de ochenta años!

    PaulMichael 12 posts

    Haven’t got a clue, we just got into the elevator with him. I’m guessing he was a football fan as the Real Madrid game had just finished and the stadium was literally around the corner from our hotel.

    Ihar 370 posts

    Hmmm. Wouldn’t 261 11.1 “sort of apply” in this instance:
    1. Operating air carriers shall give priority to carrying persons with reduced mobility and any persons or certified service dogs accompanying them, as well as unaccompanied children.

    If you were “called up” before boarding then presumably they could have selected someone else. I guess the risk is that if you say you are “unable” to fly in Econ they could offload you as being “not fit to fly”.

    I don’t have any experience personally, but the “fit to fly” form/medical clearance unit at BA requests info including on seating. Presumably if you submit this (for BA at least) you wouldn’t be downgraded or would be re-routed/booked in CW, especially for long-haul. But then for LHR-MAD you’d only be in CE anyway.

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