BA downgrade reimbursement help.

[Frankie]

Dear HFPers
I am looking for a bit of advice please on a downgrade reimbursement claim.
On 14th June 2024 I submitted a claim for downgrade reimbursement relating to a flight I flew in September 2022. I had taken me nearly two years from the flight to make my claim.
I had originally booked the flight in 2021 which was outbound in FIRST to Phoenix and return in Club World from Phoenix. I used a BA Amex companion voucher and claimed for two people. The flight date changed a couple of times die to Covid restrictions.
BA contacted me many months before the flight to say that due to operational changes my outbound cabin had changed to club world. The plane no longer had a first cabin. At the time this happened I called BA to ask for a note on my file to say that I had called to say that I was involuntarily being downgraded. There was no discussion of any reimbursement at this point as I planned to claim after the flight was flown.

I eventually got round to my claim on 14th June 2024 asking for my downgrade reimbursement. I worked out everything I was owed from guidance on this site. My workings out were as follows.

I paid 85,000 avios for the outbound sector and am claiming 75% refund per person for the downgrade. This equates to 63,750 avios per person.
Total avios amount payable is 63,750 X 2 = 127,500 total avios refund.

I paid £1356.92 total taxes, fees and surcharges for both passengers.
This worked out as £678.46 total taxes, fees and surcharges per person. £249.46 of this amount was total government, authority and airport charges. £429 of this amount was total British Airways fees and surcharges. As I am claiming my refund for the outbound journey which was downgraded on I am submitting my claim for the cash element per person of 75% of £214.50 per person (50% of £429) which is £160.875 per person. This makes a total of £321.75

My total claim for downgrade reimbursement for this flight for the two passengers (myself and my partner) = 127,500 avios, plus £321.75

In their first reply in June they told me they would refund the difference in fare. I rejected this and asked for my downgrade reimbursement as per my original claim and under UK261 legislation.
In their second reply in August they offered £500 cash per person or £700 evoucher per person. I rejected this and asked for my downgrade reimbursement as per my original claim and under UK261 legislation.
In their third reply in early September they again offered the £500 cash per person or £700 evoucher per person and also a refund of difference in avios. I again rejected this and repeated my request for downgrade reimbursement as per my original claim and under UK261 legislation. I also asked them if them to state their final offer as I intended to go to CDER if my claim wasn’t settled as per my request and this was in going for three months.
Yesterday I got a fourth reply which I am copying below. I am now thrown and have no idea why I’ve received this bizarre response at this stage? It’s as if the person who replied has no idea about the case or the various communications I’ve had and the email content is odd as this is from customer relations. Please can anyone advise how I reply and next steps? Many thanks in advance

An update from British Airways

Thanks for contacting us about your 2021 booking. I’m sorry for the length of time taken to get back to you.

Due to the length of time that’s passed since your booking, I’m afraid I no longer have access to the booking information in our systems here. This is because bookings purge into back office systems several months after travel.

Our Customer Service team will be able to look into this for you. From the UK, please call 0344 493 0787 followed by option 1. Please visit ba.com/contactus for your local number if not in the UK. My colleagues will be able to look into your request.

Thanks again for getting in touch with us. I apologise I’m unable to assist in the circumstances.

Best regards

[Matt]

It’s more than 8 weeks since your first claim so just go to CEDR. I wouldn’t waste more time going back and forth with BA directly. Only issue would be whether you have an email or other evidence that you contacted BA initally when you did.

[Frankie]

Thank you Matt.

[Frankie]

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