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Our aunty recently passed and my sister had a pair of very expensive last minute tickets with BA bought via trip.com she never got to use (she had to buy a different outbound flight).
A few days before her original flights were due she contacted trip.com via web chat and explained the situation. They informed her BA has a bereavement policy. Her tickets will be cancelled and she will be contacted via email to provide certain documents. She then spent a week dealing with the recent events. The flights appeared as cancelled on BA’s MMB.
We were now trying to see what happened with all this and trip.com says we should have sent all documents immediately and at least 5hrs before the original flight (they never sent an email with that information). They are now saying they will not provide any refund as we “missed” both flights (which were cancelled so how would that even be possible).
I called BA but they are not able to help as it is a OTA booking and they say they cannot do much.
What do you think are my options here?
Thanks!
Try s75 or chargeback. What evidence do you have?
Insurance? Though may not extend beyond immediate family
I have the chat where I explained the situation and trip.com said they will cancel and then contact me via email for documents.
They then sent a message on the chat system but no email (we were obviously not checking trip.com
Website).When we contacted them again they referred to the previous message and said the policy was clear documents had to be received before the flight (obviously we never had access to the policy).
It all feels very stressful for what should be a policy that helps people when they most need it.
@yonasi – I’m sorry to hear your news and the additional angst caused by this issue. I think this needs to be settled by negotiation or by insurance in the event such negotiation failed but there is no reason why it should. I can’t see how a claim for chargeback or s75 could succeed as BA’s bereavement policy is a matter of goodwill, not contract and chasing agents is tricky anyway. I wouldn’t get too heavy with Trip.com because again, you are to a large extent relying on their goodwill. Trip.com has very good IT so it’s important to be very sure of ones facts and to make sure no messages or emails might have been missed.
I would write to them setting out the facts and saying you never received the promised email, nor policy referenced (beware here, because any outsider might expect the passenger to have asked what the policy was – i.e. can I get my money back, change my plans etc). Say that Trip.com was acting as your agent (so BA would not communicate with you) and you relied on their representations awaiting receipt of the relevant documentation. You notified Trip.com in a timely manner, the flights showed as cancelled in your app, so your sister was not a ‘no show’. Ask them to contact the BA Trade Support team with the attached evidence – a death certificate and something demonstrating the relationship to your sister. Tell them what you wish the resolution to be. Add something along the lines of this being a very difficult time for your family and you trust Trip.com will expedite this matter without adding further stress and complications and for them to carry out their duties as your agent.
Thank you guys for your kind words and help. Will update once we get a resolution to help future readers.
A few days before her original flights were due she contacted trip.com via web chat and explained the situation. They informed her BA has a bereavement policy. Her tickets will be cancelled and she will be contacted via email to provide certain documents.
If it is stated that BA has a bereavement policy, then this should be for “Trip” to present and for BA to adjudicate. If BA would normally offer a refund/compensation, then “Trip” has kind of stated this is the agreed resolution.
If BA has declined, then that’s another matter. I would ask both Trip and BA for all documentation under DPA/GDPR rights. Then you’ll know what the true story is
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