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Hi All,
Hoping for some help on a dispute I’m currently having with BA and Amex. I’ll try and keep it short and to the point – but please shout if i have missed important details:
– Cash booking made for WTP, upgraded with Avios to CW when availability became available at a later date. (additional taxes paid on different card)
– Flights cancelled due to Covid – FTV issued.
– FTV not used, part of the wave of mixed cash/avios FTVs that were then announced to be refunded by BA earlier this year (Feb 22). Email received from BA stating that my FTV was eligible and this refund would be processed.
– Refund issued in two parts to two Amex cards. Upgrade costs received to new amex. Initial flight costs not received as sent to a long cancelled card (been cancelled for over 24 months)
– spoke at length to Amex about this who claim that they never received the refund as it would have been ‘bounced’ back to BA from such a long cancelled card. Requested charge back and a range of other options – all denied, directed to get back in touch with BA
– re-contacted BA to relay the messaging from Amex. They simply state repeatedly that they have issued a refund and that it can only be re-issued to the original payment card. Refused to let me speak to supervisor or anyone else.
-Submitted a complaint to BA, requesting that they look into the fact that the funds have been returned to them and that they should use an alternative method of refund.Would be great to understand what my next steps should be here? I haven’t had a great deal of luck with BA complaints process in the past, so am not confident of a resolution. Given the extensive conversations with Amex (including various managers/supervisors etc.) I am confident that this really is a BA issue, not one for Amex.
Any thoughts, help and guidance gratefully received!
If you join / are a member of Flyertalk there is a user “BA Refund Helper” – I’d PM them all the details and see if they can assist. There is a reference they should be able to give you- I think it’s called an ARN – that you can then ask Amex to check on
I’d write a joint letter to both Amex and BA’s legal departments giving them 14 days to sort this out othwrwise you’ll take them both to MCOL as joint defendents and let a judge sort this out.
That should get them to sort this out.
If you join / are a member of Flyertalk there is a user “BA Refund Helper” – I’d PM them all the details and see if they can assist. There is a reference they should be able to give you- I think it’s called an ARN – that you can then ask Amex to check on
Thanks @SamG, I’ll give that a go.
I’d write a joint letter to both Amex and BA’s legal departments giving them 14 days to sort this out othwrwise you’ll take them both to MCOL as joint defendents and let a judge sort this out.
That should get them to sort this out.
Thanks @ChrisC – I figured that this would likely be where it would end up, but assume that I have to wait for the complaints process to be completed first?
How long have you been waiting for the BA complaints process to get back to you?
TBH I’d just go straight to the legal route. They’ve had your money long enough.
How long have you been waiting for the BA complaints process to get back to you?
TBH I’d just go straight to the legal route. They’ve had your money long enough.
Only just over a week to be fair. But given previous experience I really don’t trust them to get back to me at all, let alone with a reasonable solution.
Perhaps the joint letter of intent is the next step (although I might see if BA Refund Helper on FlyerTalk can help first! Thanks @SamG!)
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