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So I cancelled some flights which I booked on a 241 voucher. I cancelled on the phone on 11 April. I got the avios back almost immediately. The taxes were £900 and they tell me they need to take £35 off per person so I would get a refund of £830. I tell them I have changed credit card since I booked the flights and did they need a new one. They say no and I should get refund in next few days. On 18 April I call back as still no refund. They tell me that they made a mistake with how much I should be refunded and there is a further £15 per person to take off. So now it’s £800 and will take 7-10 days. I call again today as still no refund and they tell me there has been a problem at the back end and it hasn’t happened so she will request again and it will take 7-10 days.
In the midst of this I try to complain online. I pick the refund option. They email me back to say they cannot help as they only deal with flights that have been flown. I put this to the woman who I spoke to today. She says that’s right. I ask how I can complain. She says there is no option but to rest assured they will take this feedback on board. Errmmmm OK.
Does anyone know how I can actually complain?
And will I ever see my money again?@ZoeP – yes you will see your money again! It’s fairly normal for the cash element to take up to three weeks – it’s rather inefficient but most companies have rather tedious processes for these sort of things to avoid fraud.
A complaint isn’t likely to expedite the refund and, as they have advised, BA essentially doesn’t have a complaints function for pre-travel issues as that’s all handled by the BAEC/reservations team. Chase them again after the ten days are up and if still no joy within a few days after that, you can do a chargeback to your credit card, but don’t do that prematurely.
Did you reserve seats as part of the booking? If not then it most definitely should only be £35pp retained, not £50pp.
The extra 15 is the telephone service fee which applies because this could have been done online.
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