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We cancelled an Avios + cash booking and I am not sure we have been refunded the correct amount. It isn’t a huge amount of money i’m just confused as to how BA have arrived at their refund conclusion so any help to check whether it’s correct would be appreciated (and also to help me understand how it works in the future!) BA seem unable to tell me what fees or charges have been applied only that I agreed to the booking terms at point of purchase.
The flight was from Athens to LHR one way if it makes a difference to the calculations. I’ve popped a timeline below in case any of the details are relevant.
27 Dec: Avios + cash booking made (2 adult tickets) total cost £121 and 8500 Avios – this was made over the phone as the website would not allow it to be booked. We were not charged the fee to book via phone as website was down. Agent booked the incorrect time but acknowledged this during the call and said it would be sorted.
31 Dec: Received updated booking confirmation for the correct flight.
2 weeks before the flight was scheduled: We tried to cancel online. It wouldn’t let us. We went on online chat to ask it to be cancelled, explained we couldn’t do so online as we normally would so asked if we would be charged. The agent confirmed we wouldn’t be charged a fee and processed the cancellation.
2 weeks later: No refund received. Followed up and was told an error had occurred when refunding and they would now ask for it to be refunded again. Confirmed the total amount they would be refunding and was informed £147 (more than the cost of the flights).
1 week later: Refund received for £21.
Does this seem like we have received the correct amount please?
Thank you 🙂
Was this a reward booking using a high cash amount, or a cash booking using avios to reduce the price? If the latter, then you’re only entitled to the tax element back. If the former, you should have had the avios refunded plus cash minus £35 pp cancellation fee.
Was this a reward booking using a high cash amount, or a cash booking using avios to reduce the price? If the latter, then you’re only entitled to the tax element back. If the former, you should have had the avios refunded plus cash minus £35 pp cancellation fee.
I believe it was a reward booking using high cash amount. Original booking confirmation states ‘Avios & Money (Reward Flight Saver)’. We had the avios back very quickly, it’s just the cash element that’s been problematic.
We cancelled another flight at the same time booked in the same way (the outbound of this one) which we were able to cancel online and we were refunded all but £1 quickly.
Last time we spoke to customer services they were adamant I was wrong and told me a complaint was the only recourse, which has also been closed as it says I have been refunded correctly.
In that case you should have got £121 – £70 = £51. There’s another post this evening from a reader who found BA agent’s knowledge of refund processes rather lacking, so you may have the same problem! I’d try calling again and putting your case across very clearly. The cancellation Ts and Cs might be helpful to have to hand.
For future reference, if you can’t cancel a booking on a PC or laptop, you may well be able to do it on a phone or tablet! BA’s IT is eccentric, to say the least.
Thank you for your help! 🙂
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