Getting BA to respond to complaint

[1005dyer]

I wrote to complain to BA, on 31/01/22 about a refund for a booking error they made- got just a standard reply.
I then wrote to this reply using their original incident number last week, demanding a reply to my complaint after 3+ months.

Back came the following ‘ CAUTION this email originated from outside of the organisation. Do not click links or open attachments unless you recognise the sender and know the content is safe”

I tried once again to email their original standard reply, with the same result. I then emailed this strange response and received an apology and was told this was not the department and they would forward my complaint.

I tried once again going the same route, so I am blocked. I am seeking help please –can I go to Court or CEDR without a proper response to my claim? Thank you

[points_worrier]

I never received a response to my complaint from BA, so went to CEDR after 8 weeks.
As part of the ‘work-up’ for CEDR, I requested all information about me from BA, as well as all phone recordings as a ‘subject access request’ under GDPR. Despite a clear recording saying not to cancel my ticket (and to rebook me), there were notes from the Customer Service saying I was being difficult, and as a refund was the only option available to me, they would unilaterally do this without me asking for it. All very helpful info for the article 8(1) EC261/2004 claim to CEDR to prove I didn’t accept a refund, nor was offered re-routing at any point.

Short story: just go straight to CEDR. But do do a full subject access request as well – there will be notes on the ticket, and about the complaint, even if they havent bothered to reply to you.

[1005dyer]

Thank you for this useful advice. I am being messed about BA and will now push them hard