BA unresponsive with 2-4-1 voucher

[islington234]

I got a BA 2-4-1 voucher in Oct and saw the message in my Amex account, but it doesn’t reflect in my BA account.

Amex says it’s out of their control and even gave me a the vouchers certificate reference number to use during my convo with BA support.

I have followed up with BA multiple times and they keep forwarding this to their “customer” or some back office team, which is required by internal policies to resolve this in 5 days, but after escalating twice, they still haven’t gotten back.

When I call BA up now, they put me on hold, and then hang up. What are my options, other than just keeping calling and being at their mercy ? Also the longer they take to issue this, it eats into my 12 month validity.

And yes I know it’s an economy voucher which are bad for redemptions (but are useful for short haul flights in Europe)

[WaynedP]

EMail a short, succinct message to BA at both of the following addresses outlining your problem in short bullet point form avoiding all emotional language (like “being at their mercy”) and avoiding putting anything in quotation marks.

Conclude by dispassionately pointing out that failure to correct something that should have occurred automatically risks damaging rather enhancing the loyalty that BAEC seeks to foster.

You might be more likely to receive a proactive response if you end with something along the lines of : “I understand that this is a busy time of year for you and your colleagues, nevertheless I would be extremely grateful to hear from you with a positive outcome as soon as possible, as any additional delay further erodes the value of the companion voucher significantly given its 12 month expiry date. Yours sincerely, etc”

executiveclubuk@email.ba.com
webformuk@email.ba.com

Good luck resolving your problem.

[islington234]

Thanks a lot WaynedP! Just wrote to them. Appreciate the guidance. Fingers crossed.

[islington234]

It’s been almost 3 weeks. They replied saying that they’ve fwded it to the BA customer service dept and that they’ll resolve this. But haven’t heard back from anyone. I’m suspecting something is up.

[meta]

Write an LBA to both Amex and BA’s legal departments. Say you’ll book one avios ticket and one cash ticket and bill them the full cost of the cash ticket minus the surcharges. If they don’t pay up, take them to small claims. Write LBA in similar way as WaynedP said, meaning remove all emotions and focus on the facts plus if they do intend to settle with issuing the voucher, it should come with an extended validity due to such a long wait.

I had similar thing with Marriott Bonvoy Amex free night. They each claimed it’s not their fault, so just wrote a letter to Amex and Marriott outlining problems. Voucher was then issued within 3 days.

In general, I tend not to engage too much with customers services anymore and after one refusal/longer delay go straight to legal departments and CEOs. They need to be annoyed in order to sort out their issues.

[marshy11]

You could try Flyertalk and PM BA Refund Helper on there. https://www.flyertalk.com/forum/members/ba-refund-helper.html

[islington234]

!!!!!!!!!!!!

Thank you Meta, marshy, waynedP! This is awesome.

I just got the companion voucher. Just when I’d lost all hope.

I am assuming it was the LBA I sent to the BA CEO. Coz 4 days after doing so, I get the voucher and dated to today (so that I don’t lose 4 months).

[0 post]

I had exactly the same issue in December BA absolutely useless despite numerous giving them the voucher number. Tried reaching out on Twitter in desperation which proved a disaster as got financially scammed by fake Amex account that DM’d me in sophisticated phishing.
Anyway did get sorted eventually, unlike my stolen identity.