Avios refund problem

[hatters]

On the 12th. March 2023 my wife and I took advantage of the 40% increased Avios offer, but after investigating available flights, we decided to ask for a refund within the 14 day time limit as there were no available flights for our preferred destination, and clicked “here” on the Buy Order emails to indicate that we wanted the refund. We both received confirmation from the BA website that our refund requests were being processed, but unlike me, my wife didn’t receive a confirmation email. I received my email confirmation on the 17th. March and as we asked for the refund within an hour of each other my wife realised something was wrong and retried clicking on “here” in her email but it returned an error indicating to her that she had already clicked on it previously.

Accordingly on the 20th. March she filled in the form on the BA website to tell them about the issue. She was given a case number but heard nothing more until the 6th. April when her claim was rejected and she was directed to the Avios “contact us” page. In the meantime, I tried to contact BA by telephone from my home ‘phone and my mobile but nobody was able to help with the issue or provide any contact details of who else to contact. I also posted a review on Trustpilot merely to provide proof of the date I posted which was still inside the 14 days allowed in the offer. I have the proof of all of the relevant information in a pdf document but there is nowhere on the Avios “contact us” page here https://pgt.shopping.ba.com/ to attach the document. She is still waiting for a response from Avios, but I guess it wouldn’t take a genius to work out that she and I have tried everything to get the refund in the time allowed, so maybe someone with a little common sense and logic will take up her case. Has anyone else had a similar experience?

[JDB]

If you don’t get a satisfactory response in the next few days, you should initiate a chargeback with your credit card provider. Just collate all the correspondence, screenshots and other info,including the term that entitles you to a refund within 14 days into a single PDF. Tell BA/Avios that you will be doing this unless you receive the refund within seven days.

[hatters]

Thanks Job, sounds like a plan! I’ll give it a go if Avios don’t play ball.