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I booked a return flight with companion voucher paid with my BA Amex card in Feb.
Two weeks ago I phoned BA to cancel the inbound return leg and the agent on the phone told me I need to pay the £35 amending fee. So I used a new Amex platinum card as I don’t have the BA card with me.
I got my avios back instantly and 3 days later £35 fee showing on my platinum card but no sign of £330 cash refund. It’s been 2 weeks since the change there is still no refund. I phoned BA today and was told the refund processed same day when £35 was charged, I have to contact Amex as there is nothing they can do.
I then contacted Amex and no surprise was told there is no refund to my card. I am not sure if that was caused by refund issue to the card which is not used for original booking. As I never had problem with refund from BA before.
There are no help from both parties. Any suggestions from HfP fellows? Thanks in advance!
That just sounds bizarre – the £35 fee is normally just deducted from whatever refund you get, with the outstanding amount credited to the original payment card. What on earth is going on with BA CS at the moment?!
You may have to open a dispute with Amex over this – I had to do this a couple of times during the pandemic when promised refunds didn’t appear and they were pretty good at getting the money back. I’d give it another couple of weeks as I think officially they say refunds should be processed within 30 days.
Why you were asked to pay the £35 separately is a mystery.
Yes, very weird. Sounds like an untrained agent. Call up – it’s more common than you think for an agent to key a refund in wrongly and the money not go back. Has happened to me a few times over the years.
That just sounds bizarre – the £35 fee is normally just deducted from whatever refund you get, with the outstanding amount credited to the original payment card. What on earth is going on with BA CS at the moment?!
You may have to open a dispute with Amex over this – I had to do this a couple of times during the pandemic when promised refunds didn’t appear and they were pretty good at getting the money back. I’d give it another couple of weeks as I think officially they say refunds should be processed within 30 days.
Why you were asked to pay the £35 separately is a mystery.
Thanks Anna. It’s a mess. I just checked the email again and noticed the amount mentioned in the email I received from BA has deducted £35 already. So they have charged me twice.
Also which card should I use to open a dispute with Amex? The one I used to pay the original ticket or the one BA said they are going to refund to. Sorry for all the questions.
Yes, very weird. Sounds like an untrained agent. Call up – it’s more common than you think for an agent to key a refund in wrongly and the money not go back. Has happened to me a few times over the years.
Thanks Rob, I have called BA several times and all they can see is the refund has been processed to the new card.
I’m wondering they tried to send the refund to the new card and it failed because the system only allows it to go to the original payment method?
You need to open the dispute on the original card you paid with, detail how and when you requested the refund and identify the original payment to BA from the corresponding statement. If you had a cancellation email from BA (or it’s still showing in your BAEC account), that’s good supporting evidence.
I’m wondering they tried to send the refund to the new card and it failed because the system only allows it to go to the original payment method?
You need to open the dispute on the original card you paid with, detail how and when you requested the refund and identify the original payment to BA from the corresponding statement. If you had a cancellation email from BA (or it’s still showing in your BAEC account), that’s good supporting evidence.
Thanks Anna. I am a little bit hesitate to do that is if the chargeback will the whole ticket been cancelled. I still have the outbound to HKG booked. I just wish I waited till I get home to make change so BA agent won’t update my card info.
There’s a user on Flyertalk aptly named ‘BA refund helper’ that may be able to help you. They work for BA. I’ve not had to contact them before, but I know they’ve helped plenty of people before.
There’s a user on Flyertalk aptly named ‘BA refund helper’ that may be able to help you. They work for BA. I’ve not had to contact them before, but I know they’ve helped plenty of people before.
Very useful, thanks!
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