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I think BA is being overly generous in a refund offer to me. Am I right and what should I do?
The pertinent facts are:
– Booked two passengers in Club Europe for a flight of over 1,500 km. Cost = 25,500 Avios (2 x Economy), + a Cabin Upgrade voucher
– Original flight cancelled just over 14 days in advance
– Rebooked onto Vueling flight departing 2hrs50 mins later, arrived 3hrs15 later
– Replacement flight was in Economy (no alternative Club Europe options were available)
– I requested an Avios refund to account for the downgrade, taking into account the Cabin Upgrade voucher expired two weeks after the flightBA has refunded us 12,750 Avios – the fare difference between the two cabins for one passenger. When I queried this amount (as it doesn’t attribute any voucher to the value), I was told that we were also eligible for £700 in cancellation compensation.
I said on the phone I didn’t think this was right. The agent said it was. They have since confirmed this by email, asking for bank details to send the payment.
My questions:
1) Does BA typically ask for sort code and account number details by email? The email appears legitimate, but I’m mindful of spoofing…
2) Am I right that BA has made a mistake, and we are not eligible for this compensation?
If so, I then have to decide on the right thing to do. I don’t want to profit unfairly from BA, but also recognise that our claim is very complicated and it might be a nightmare getting the ‘right’ compensation. I’d be minded to respond to the email (if it’s legit), reiterate that I didn’t think we were eligible for cancellation compensation, but also include my bank details and let BA decide what to do.
You were put on Vueling economy, you deserve a lot more.
You were put on Vueling economy, you deserve a lot more.
Which is nice snark but not exactly helpful to the OP.
@SandsofEss the 25,500 avios was the cost of 2 x one ways?If so then the reimbursement for the downgrade would be a total of 12,750 for a flight of that length so that’s correct.
Compensation for the late cancellation woukd be £ 350 per passenger so again £ 700 is correct.
You need to add your bank details into the record of your claim – the case number and a link to it should be in the email. Don’t reply to the email itself.
@BA Flyer IHG Stayer – the calculation isn’t correct. The cancellation was with more than 14 days notice so no compensation owed and your calculation attributes no value to the voucher. It should be calculated off the Club fare.
@SandsofEss – as a practical matter, from what say, you have tried to correct matters both when they underpaid you and now have potentially overpaid you in cash but still underpaying the Avios. It’s not the first time I have seen BA settle a downgrade claim for a lump sum that bears little relation to an accurate calculation particularly in relation to vouchers which confuse them! The problem is that trying to discuss anything with them is quite fruitless. If I were in your shoes, I would be inclined to respond, when advising your bank details by the method above, something along the lines – thank your for confirming by email the proposed settlement sum of £xxx discussed on the telephone for my EC261 claim in respect of my flight BAxxx on x date and I while I’m not clear as the the makeup of the sum, I confirm this is accepted in full and final settlement of the claim. Herewith my bank details and I look forward to receiving payment shortly.Just supply the bank details. If they pay you, they’re not coming back for it if it’s incorrect. 😉
Do as @JDB says. The money looks about right for the length of delayed arrival on the replacement flight which would count for compo similar to a cancellation.
On shorthaul it’s far more likely to be worth just taking the difference in avios between the classes in avios. As pushing for the option of % based reimbursement provided by eu/uk261 is likely to give you less on short haul.
Give your bank details in the manner suggested above with the note as advised by @JDB and be thankful it’s not been more complicated.
Thanks all. It sounds as though this is indeed one of those edge cases where it’s best to just take the path of least resistance.
My conscience is assuaged.
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