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Hello all,
I’m looking for some advice, last month me and my partner went away on holiday and did a car rental through Avios > Avis to get extra Avios points. We were charged for the booking when we booked it however on our return back from holiday we noticed another payment for Avis for the exact amount.
I obviously phoned up BA/ Avios and went around in circles and transferred from one person to another for ages. I explained the situation around the double charge and how it clearly was an error.
I finally got through to someone who said they would look into it for me and get back to me. Two weeks passed and zero contact so I re phoned again the weekend just gone and went around in circles being transferred from one person to another and was starting to lose the will to live!
Finally got through to someone who told me we can’t help at all and I need to submit a complaint online. I was frustrated and explained I was never told that to begin with and if I had I wouldn’t have wasted hours on the phone trying to get this resolved in the first place.
I put a complaint in online and got a claim number and received a bog standard apology on email today and that’s it. Nothing else. No idea if the refund is being done or any compensation for wasting a ridiculous amount of time on the phone trying to get it resolved. No explanation for why I was misinformed.
Where do I go with this? I haven’t contacted my credit card company yet as was hoping this would have been simple.. but the way it’s been handle is shocking. Being ignored and fobbed of constantly.
Your issue is with Avis not BA. It was Avis who put through the 2nd charge.
Contact your CC provider for their advice on how to proceed best. Have the BA booking email ready as they may want you to send it to them. Also have thr transacction dates as that also help.
Your issue is with Avis not BA. It was Avis who put through the 2nd charge.
Contact your CC provider for their advice on how to proceed best. Have the BA booking email ready as they may want you to send it to them. Also have thr transacction dates as that also help.
But surely BA and Avis speak to each other? Why couldn’t I have just got told to contact Avis to begin with. Been far too messy. I contacted BA as it was booked through BA/Avios.
To get told they’d investigate and then ignore me for two weeks. It isn’t hard to phone me up and say sorry we can’t help. Avis will need to be contacted etc.
To get told they’d investigate and then ignore me for two weeks. It isn’t hard to phone me up and say sorry we can’t help. Avis will need to be contacted etc.
BA/Avios has no obligation to call you back to explain things to you because they’re not at fault here.
Avis messed up, but you need to have some common sense – if your statement says “Avis” and “Avis” took the money twice – why would you be calling BA to fix this?
That you have had an extended wait is your own doing – you wasted your own time by not contacting the correct party.
@BA-Flyer-IHG-Stayer ‘s advice is good advice.Your card issuer might ask you to contact Avis to resolve in the first instance and then after that, your card issuer will look at disputing the charge as a “duplicate processing” type charge.
Agree. Contact AVIS then call your CC provider. Then it’s their problem!
I had a similar issue last month. I had fully paid Avis via BA, yet I was charged again for dropping the rental off at a different airport. I contacted Avis and after sending them a copy of my invoice cleary showing the charge had been prepaid they backed down and fully refunded the charge.
When you prepay with Avis (which is what you did here but through BA), what they do is issue a voucher for the value of tbe rental and charge you in £.
It is a little weird. They will have in their system something that says Mr. X paid £100 for a $130 rental and will let you pick up the car.
When you return the car they do the math again and go Mr. X had a $130 car, plus $60 fuel deposit, minus $60 for returning the car full = $130 which is now £105, your voucher was £100. And they will go ahead and charge you £5 extra. Even if you prepaid months ago and supposedly shouldn’t be paying more.
Anyhow, in your situation it seems they didn’t even record the voucher. It is Avis you need to talk to. Contact Avis UK as sometimes the European offices are outstations that are useless. If it was the US then try calling them as Avis is a little more serious there.
If it’s prepaid for the rental that fixes the exchange rate and they are not allowed to recalculate the base cost of the rental as it was prepaid – don’t accept this. The base cost of the car was already paid with the prepayment and your voucher for that is not a deposit, it covers the rental cost even if car price or FX rates mày have changed since you prepaid.
Any extra charges due at return are not prepaid so you pay whatever is due at that time and your card will use current fx rate accordingly (obviously refuse DCC if they try it).
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