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Forums Frequent flyer programs British Airways Executive Club Cancelling an Avios redemption

  • Supergers49 236 posts

    My wife and I have a forthcoming EDILHRSIN return redemption using a 2-4-1 voucher. Back in November BA cancelled our LHRSIN flight and rebooked us.

    We have decided not to travel next month and I went online to cancel and obtain a full refund. However, the cancellation option doesn’t appear to be available and I am being told I need to ring BA to do anything other than accept the proposed rebooking. There isn’t even the option to cancel and pay the £35pp fee.

    I thought BA had recently reinstated the option to obtain refunds online but that doesn’t appear to be the case.

    Am I missing something? Is there a workaround I can use to avoid having to wait for hours on the phone?

    meta 1,466 posts

    That was just a marketing trick. The only thing you can actually do in the same way as pre-pandemic is change the dates and I believe it’s only for cash bookings too. This is because BA is not interested in customer experience.

    Supergers49 236 posts

    This is because BA is not interested in customer experience.

    Time to break up the Monopoly!

    SamG 1,684 posts

    https://www.britishairways.com/travel/webforms/public/en_gb?eId=120001&wfpId=covidn

    In theory an Avios booking will be refunded if you use this form

    SamG 1,684 posts

    By the way- news just out of Singapore is post arrival testing and outdoor mask wearing are gone along with some other local relaxations so a visit becomes a lot more palatable !

    Michael C 710 posts

    By the way- news just out of Singapore is post arrival testing and outdoor mask wearing are gone along with some other local relaxations so a visit becomes a lot more palatable !

    Wow, that’s massive Sam, thanks!

    AFKAE 156 posts

    I’ve just done exactly the same, although mine was only LHR-SIN. The wait on the phone was not too bad – about 30 mins.
    Avios came back immediately. Cash was promised in 5 days. This was March 9th. Nothing received so phoned again on 22nd-promised in 4 days and supposedly a second “urgent” message sent through to refunds dept…….we’ll see.
    If it doesn’t come on that timescale I’m going to send a letter before action and just go to MCOL. I shouldn’t have to wait any longer.

    Supergers49 236 posts

    news just out of Singapore is post arrival testing and outdoor mask wearing are gone along with some other local relaxations so a visit becomes a lot more palatable !

    I don’t believe it. I only just booked our alternative holiday list night! I don’t suppose anybody knows if there is a cooling off period with online package holiday purchases?

    NorthernLass 8,270 posts

    I’ve just done exactly the same, although mine was only LHR-SIN. The wait on the phone was not too bad – about 30 mins.
    Avios came back immediately. Cash was promised in 5 days. This was March 9th. Nothing received so phoned again on 22nd-promised in 4 days and supposedly a second “urgent” message sent through to refunds dept…….we’ll see.
    If it doesn’t come on that timescale I’m going to send a letter before action and just go to MCOL. I shouldn’t have to wait any longer.

    Did you use a 241 and has that also not appeared? Re your cash – I opened a dispute last year with Amex when BA insisted they had refunded about £900 of surcharges when they hadn’t. Amex refunded the money straight away and presumably then clawed it back from BA. It was fairly straightforward to track as my statement showed the money going to BA for that booking, but never coming back.

    SamG 1,684 posts

    news just out of Singapore is post arrival testing and outdoor mask wearing are gone along with some other local relaxations so a visit becomes a lot more palatable !

    I don’t believe it. I only just booked our alternative holiday list night! I don’t suppose anybody knows if there is a cooling off period with online package holiday purchases?

    No, unfortunately not. Only by phone! (assuming you are talking about BA)

    • This reply was modified 54 years, 6 months ago by .
    SamG 1,684 posts

    I’ve just done exactly the same, although mine was only LHR-SIN. The wait on the phone was not too bad – about 30 mins.
    Avios came back immediately. Cash was promised in 5 days. This was March 9th. Nothing received so phoned again on 22nd-promised in 4 days and supposedly a second “urgent” message sent through to refunds dept…….we’ll see.
    If it doesn’t come on that timescale I’m going to send a letter before action and just go to MCOL. I shouldn’t have to wait any longer.

    If you PM https://www.flyertalk.com/forum/members/ba-refund-helper.html they are usually super helpful at sorting out any missing refunds

    Supergers49 236 posts

    I don’t believe it. I only just booked our alternative holiday list night! I don’t suppose anybody knows if there is a cooling off period with online package holiday purchases?

    No, unfortunately not. Only by phone! (assuming you are talking about BA)

    No, I’m referring to the replacement holiday I booked last night having given up on Singapore ever relaxing the mask wearing requirements (DOH!).

    SamG 1,684 posts

    I don’t believe it. I only just booked our alternative holiday list night! I don’t suppose anybody knows if there is a cooling off period with online package holiday purchases?

    No, unfortunately not. Only by phone! (assuming you are talking about BA)

    No, I’m referring to the replacement holiday I booked last night having given up on Singapore ever relaxing the mask wearing requirements (DOH!).

    If it’s a BA Holidays package then no cooling off if you booked online. There is by phone so (in normal times when you can actually get through) then can be worth a call

    AFKAE 156 posts

    I’ve just done exactly the same, although mine was only LHR-SIN. The wait on the phone was not too bad – about 30 mins.
    Avios came back immediately. Cash was promised in 5 days. This was March 9th. Nothing received so phoned again on 22nd-promised in 4 days and supposedly a second “urgent” message sent through to refunds dept…….we’ll see.
    If it doesn’t come on that timescale I’m going to send a letter before action and just go to MCOL. I shouldn’t have to wait any longer.

    Did you use a 241 and has that also not appeared? Re your cash – I opened a dispute last year with Amex when BA insisted they had refunded about £900 of surcharges when they hadn’t. Amex refunded the money straight away and presumably then clawed it back from BA. It was fairly straightforward to track as my statement showed the money going to BA for that booking, but never coming back.

    Yes, I used a 2-4-1 which had timed out. I did initially try to move to later dates in the year (armed with HfP UK261 information), but I was given the there must be redemption seats available lie. Agent said he’d 4 years experience and had never heard what I was asking for…..hopeless. I’ve got 2 more 2-4-1’s, so in the end I just gave up. Another victory for BA in cheating their customers.

    • This reply was modified 54 years, 6 months ago by .
    SteveCroydon 71 posts

    Can somebody please confirm/deny whether the ba.com cancel/refund button works on an Avios booking. It would be a simple direct London-Hellrow to Denver return in CW on BA metal without any thieving additional charges for seating etc.
    There really isn’t any excuse for this old IT system process to work, except BA’s general contempt for their customers.

    NorthernLass 8,270 posts

    It doesn’t on a December booking I made and now want to cancel. I think it’s possible that you might be able to get something refunded if your travel date is prior to the BWC cut off date (Aug/Sep?) but I haven’t tried this recently. You get sent to the page offering you a voucher but then below saying an avios booking will get a refund, however I have now tried this twice for my December booking and both times got an email saying I am not eligible for a voucher (and, presumably, an online refund). I might try Twitter at some point.

    NorthernLass 8,270 posts

    Speaking of thieving additional charges, BA was asking for £103 each for CW seat selection on our BOS-LHR next weekend. As OH is Bronze I had chosen them today for free!

    Rob
    HfP Staff
    2,301 posts

    Can somebody please confirm/deny whether the ba.com cancel/refund button works on an Avios booking. It would be a simple direct London-Hellrow to Denver return in CW on BA metal without any thieving additional charges for seating etc.
    There really isn’t any excuse for this old IT system process to work, except BA’s general contempt for their customers.

    Worked fine for me.

    You select ‘refund for a voucher’. You are then told that a voucher isn’t possible for an Avios booking so you’re getting a full refund. No need to call and you don’t pay the £35 cancellation fee.

    Did this last week.

    SteveCroydon 71 posts

    Thanks for the responses. Rob – what were the dates on your cancelled Avios redemption booking? Before 30th September 2022?
    Also, I guess you are a Gold Card holder, perhaps this makes a difference. I was Gold for 15 years, but no more and never will be again based upon BA’s service/quality.
    It used to be no charge for Gold Cards to cancel Avios bookings, otherwise £35.
    I’m trying to burn my Avios balance with some trips and “arbitraging” my Avios to Nectar before BA pulls another stunt. I’ve also got the AX Platinum with the 60,000 MR points bonus, which are much more tradable than Avios.
    Rob – can we please have a Forum thread to report/log the endless stream of bugs and failings in pox-ridden ba.com? Every time I use it there’s something that doesn’t work. It barely manages simple round-trip return bookings, yet alone anything more complicated. And slow, do people realise that when searching/booking Avios seats that there is a deliberate built-in delay? Also generally lots of “one moment please” and spinning wheels to hide the grinding systems behind the page. Why is it that two separate individuals can come up with instantaneous availability calendar displays, but ba.com makes a complete pig’s ear of it? (I mean SeatSpy and RFF).

    Molly 92 posts

    Can somebody please confirm/deny whether the ba.com cancel/refund button works on an Avios booking. It would be a simple direct London-Hellrow to Denver return in CW on BA metal without any thieving additional charges for seating etc.
    There really isn’t any excuse for this old IT system process to work, except BA’s general contempt for their customers.

    Worked fine for me.

    You select ‘refund for a voucher’. You are then told that a voucher isn’t possible for an Avios booking so you’re getting a full refund. No need to call and you don’t pay the £35 cancellation fee.

    Did this last week.

    Rob so any avios booking cannot be refunded to a voucher (which does kind of make sense) and if you complete online you avoid the £35 cancellation fee?

    NorthernLass 8,270 posts

    No, as I have found recently. I think it depends on the date of travel.

    Molly 92 posts

    No, as I have found recently. I think it depends on the date of travel.

    Avios booking was made 2 weeks ago, flying on the 19th May. Will this qualify for a refund not a voucher?

    NorthernLass 8,270 posts

    Probably a refund. I can’t get either though, I think it’s going to take a phone call 😥 or ask if Twitter can help.

    YC 234 posts

    Interested to know if cancellation is free too. Have an avios flight in a few weeks and I wish to take an earlier one. Not quite worth it for £70 but I would if its free

    AFKAE 156 posts

    I’ve just done exactly the same, although mine was only LHR-SIN. The wait on the phone was not too bad – about 30 mins.
    Avios came back immediately. Cash was promised in 5 days. This was March 9th. Nothing received so phoned again on 22nd-promised in 4 days and supposedly a second “urgent” message sent through to refunds dept…….we’ll see.
    If it doesn’t come on that timescale I’m going to send a letter before action and just go to MCOL. I shouldn’t have to wait any longer.

    Credits received on Amex this morning. So that’s 19 days. Not the end of the world I suppose.

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