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Summary of the issue:
BA flight on 9th May 2024, was cancelled with less than 24 hours notice. This was the return leg of an Avios with upgrade voucher booking LFR/JFK with my son. I redeemed two vouchers to get us both upgraded both ways. Outbound was in Club, inbound as Premium Economy.Because of the cancellation, were bumped onto an American Airlines flight the following day, but were seated in Economy, instead of the original upgrade to Premium Economy.
I’ve received compensation for the flight cancellation, along with expenses for a hotel we booked. The response to the original complaint signed off with this:
“I have also forwarded your claim to our refunds department who will calculate any applicable refunds related to your downgrade.”
That email was dated the 19th May 2024. Unsurprisingly, I’ve heard nothing about compensation relating to the downgrade for us both.
Two questions:
1. How should I chase this up? Using the online form and quoting the original case reference number?
2. What compensation should I be expecting for the downgrade? The difference in Avios from Economy to Premium Economy, or cash? And what sort of amount should I be looking at?Thanks.
I’d call
You are entitled to 75% of the cost of the downgraded leg.
Please see the numerous threads on the BA and “flight disruption” fora that cover this in more detail – including the complications of using any sort of voucher – you don’t say which sort of voucher you used though.
You need to ask for reimbursement not compensation as that is the word used in the regulation.
See the thread at bottom of this page BA exec forum on downgrade compensation, a good discussion of does and don’t
@NunoBettencourtsPinky – you can chase this as you suggest, using the original reference number. BA might surprise by giving you the right amount calculated as 75% of the Avios paid on the downgraded leg (and that should be the PE Avios cost because you used an upgrade voucher) for each if plus 75% of the cash paid for that leg calculated after any genuine BA disbursements, although this may not amount to much as with a voucher you have to use max Avios/min cash.
If that’s not what you get, post here again as the next steps will depend on what they offer and what they say.
I wouldn’t worry about the distinction between reimbursement and compensation at this stage although it might matter later if BA essentially plays on the R to avoid the C as we have seen in another thread.
@JDB thanks. So the reimbursement should be a combination of Avios and cash? The cash portion – that would be 75% of the fees I paid associated with the booking?
@JDB thanks. So the reimbursement should be a combination of Avios and cash? The cash portion – that would be 75% of the fees I paid associated with the booking?
It’s 75% of the cash paid for the downgraded leg, but BA is entitled to deduct the fees it actually pays away such as taxes/airport charges, taking into account any fees that are lower for economy. The Avios part is a straight 75% of the Avios paid on that leg and should be based on the Avios for the class you travelled in so as to account for the value of the voucher.
@JDB thanks. So the reimbursement should be a combination of Avios and cash? The cash portion – that would be 75% of the fees I paid associated with the booking?
It’s 75% of the cash paid for the downgraded leg, but BA is entitled to deduct the fees it actually pays away such as taxes/airport charges, taking into account any fees that are lower for economy. The Avios part is a straight 75% of the Avios paid on that leg and should be based on the Avios for the class you travelled in so as to account for the value of the voucher.
Shouldn’t it be 75% of the class you booked , not 75% of the downgraded class you travelled in
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