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Forums Frequent flyer programs British Airways Executive Club BA double charging bookings via BA.com using Amex – 19 December 2023

  • jay 25 posts

    If you made a booking using your AMEX card at BA.com on 19th December, check that you haven’t been double charged. BA are advising that they are aware of the issue but no resolution / refund date. The same ticket number is shown on both charges. Anyone had this issue before and did you dispute via Amex or get BA to refund ?

    MDG 1 post

    I did my payment on the 19th and have also been double charged. I spoke to Amex who were aware of the issue but weren’t sure when British Airways would resolve it.

    Trying to get through to speak to anyone at British Airways customer services seems to be impossible.

    It’s a worry as it’s not a small amount of money and Amex will take my monthly card payment next week whilst both charges are likely still on my statement.

    Willnc 1 post

    Yep have this issue. Fortunately Amex credited my account immediately whilst they take it up with BA

    jay 25 posts

    Yep have this issue. Fortunately Amex credited my account immediately whilst they take it up with BA

    Keep an eye out on your booking as according to other forums, BA have a habit of completely cancelling a booking when a charge is disputed. It looks like BA ‘can’ see a dispute on a charge, correspond it to a ticket number and then cancel the ticket as they don’t look at the ledger to see that the ticket has multiple payments against it. Let us know how you get on.

    jay 25 posts

    I did my payment on the 19th and have also been double charged. I spoke to Amex who were aware of the issue but weren’t sure when British Airways would resolve it.

    Trying to get through to speak to anyone at British Airways customer services seems to be impossible.

    It’s a worry as it’s not a small amount of money and Amex will take my monthly card payment next week whilst both charges are likely still on my statement.

    The Silver and Gold line pick up within 5 minutes… which line are you calling ?

    If timing is tight and you need to make payment against your account, online, lodge it as a dispute with Amex but select ‘Duplicate Charge’. Once the dispute is submitted, there is an option to upload evidence. On a Word document, list down and explain the two charges for each of the tickets, detail the ticket numbers and the PNR. Upload this to Amex so the case has the supporting evidence file along with the generic couple of question that Amex asks.

    Call BA, explain the situation (which they are already aware of) and ask them to place a note against the booking to advise you have had to raise a dispute as a duplicate charge as your statement was due and you couldn’t afford to make a double payment.

    Keep a daily lookout on the booking to ensure it isn’t cancelled. Finally, lodge a formal complaint with BA online. This way you have covered all your bases and if the booking is cancelled you can show that you took all reasonable measures to resolve and there was no ambiguity that you were disputing the all charges, just the duplicate charge.

    steve7612 36 posts

    Also been double charged for a booking made a few days ago! Has anyone had any luck in getting any compensation (avois or cash) for the inconvenience?

    jay 25 posts

    Also been double charged for a booking made a few days ago! Has anyone had any luck in getting any compensation (avois or cash) for the inconvenience?

    I would try and get the duplicate money back first and then formally complain for the inconvenience of having to chase x number of times and spending x hours on the phone. A big duplicate event was 30th May 2023, be interesting to see how people resolved then as the fear is that a chargeback with Amex could result in a cancelled booking.

    steve7612 36 posts

    Just been on the phone to them, apparently impacted all their customers who paid with Visa or Mastercard where payments were taken on the 3rd (duplicate went out on the 4th). Refunds will be made in 7-10 working days with no compensation.

    I don’t see how it’s legal in anyway and I’m thankful I have the credit limit and funds to deal with it, but I imagine many others don’t.

    jay 25 posts

    Just been on the phone to them, apparently impacted all their customers who paid with Visa or Mastercard where payments were taken on the 3rd (duplicate went out on the 4th). Refunds will be made in 7-10 working days with no compensation.

    I don’t see how it’s legal in anyway and I’m thankful I have the credit limit and funds to deal with it, but I imagine many others don’t.

    So looks like it is not just an Amex issue but across all acquirers and across various dates … it really is a mess. Was your double charge on Amex ?

    steve7612 36 posts

    No – Mastercard for me.

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