BA – legitimate refund cases all closed without explanation or contact
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Hi folks – hoping for a wee signpost to somewhere that may help. Recently travelled BA from Glasgow to Orlando on paid Premium Economy flights as part of BA holiday. Outward bound flights in Premium were fine. Return flight had already been upgraded by me weeks previously with part Avios and money – to Club World. The cabin was downgraded to premium on return as the flight was oversold and the later flight cancelled meaning priority on our flight was given to other CW travellers bumped off the later flight. I am due a refund of the cash and avios I used to upgrade the flights. I am also due the missing avios and tier points since none were given for the downgraded Orlando to gatwick leg return flight despite it being a paid flight. I have opened a case which was closed with no notice and no email. I opened a new case to re-open it and to repeat my claim. All very polite and with appropriate detail. Also closed with no explanation and with a standard text telling me to simply reply to the email if I wanted further help. Did this but no acknowledgement or reply. It’s nearly a month now. Probably no point in opening yet another case. Does anyone have any advice on what to do next? Would I be better just to call? Thank YOU! : )
Not sure if you have status, but BA are currently taking a while to reply even to premium status holders.
After eight weeks you have the option to go directly to arbitration.
Or you can try the CEO’s office, but I would give it at least two months personally.
Calling doesn’t help in my experience.
” I am due a refund of the cash and avios I used to upgrade the flights”
You’re due very much more than that. For a downgrade you are entitled to 75% back of all (total, all including what you initially paid for Y as well as what you paid for the upgrade on the flight(s) you were dpwngraded on. Start by deducting APD (for UK flight departure) or departure tax (if any) for flights departing from elsewhere, and deduct any actual things like airport and immigrarion charges the airline actually paid over, the breakdown will be on your confirmation email, then take 75% of all cash and 75% of total avios you paid and that’s what you claim back feom this airline which you are due by statute that outranks the airline’s offer or ts and cs if lower.
On short haul generally it’s worth considering accepting just refund of difference in classes but on long haul the numbers are much better if you claim the statutory downgrade reimbursement although BA in particular may try it on just to see if they can get away with it.
I don’t have time to say much more so I’d suggest you do a google site search on other downgrade threads and you’ll.find more detail.
Thank you so much for these great responses. Really appreciate it. I guess I would not mind so much if they had replied and told me that I have to wait a while for it to be sorted. Its because they have just closed the cases with no resolution or proper reply. Interestingly, my first case also included the claim that the 2 seat format seats we paid for at £76 each for family who were travelling in Economy were not given to them on the return. A refund for those appeared in my account but again without any communication and without any acknowledgement of the other matters that had been included in the case. It is useful to know that I can pursue a higher remedy for the downgraded flight – even though it was a paid for premium seat that was only upgraded with avios plus cash? I imagine I will be here 8 weeks after the initial complaint so can anyone advise on the route to arbitration as I expect I will need to use it! Thank you again !
PS – my e-ticket receipt only shows the full amount paid for the holiday which was £4027 and there is no breakdown of flight v hotel or breakdown of the flight details. I know it is usually listed as broken down fees (especially during booking process when it shows everything under the total price) but on the email receipt there is nothing there. Probably in for the long haul (pardon the pun : ) trying to get something back on this but I will not be letting it go! Thanks again! K
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