Problem with e voucher not reissued after I cancelled flight booking in 24 hours
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I cancelled a flight (within the 24 hour cooling off period). The booking had been paid for with a £200 e voucher (service recovery) and £64.18 on my Amex card.
The £64.18 was refunded to the amex within days.Although I never received an email confirming the cancellation. Recently I tried to apply the voucher to a new booking and found that it didn’t work.
When I called BA they looked into it and I was told that the refund hadn’t been processed correctly and I should get a new voucher within 10 -14 days. I called again today and the agent tried to tell me that the cancellation was outside of the 24 hours, and therefore the £64.18 was the refund of various taxes and nothing else was due. I asked them for evidence of when the refund was processed and they said they would send it back to the refund team again and I should wait 10-14 days.
Has anyone experienced anything similar? Any hints on how to get through to a UK agent, I suspect 14 days will pass with no resolution again.
Thanks in advanceHow annoying. The Silver line usually gets you through to a U.K. agent, though I don’t know if they check your status. I’ve also heard that calling at 8 am (or whenever the lines open) is more likely to get a U.K. response.
I always take a photo of any BA transactions showing the time & date on my computer for this kind of eventuality!
Thanks NorthernLass, my husband who’s a passenger on the booking is still Silver, so I’ll give it another go later.
I know that I would have had to call for the cancellation but can’t now find evidence of the call, its so frustrating.Definitely get him to call then. I haven’t got the number to hand but it’s easily searchable online.
BA must have a record of the call – as a last resort you could request the recording.
Also, surely there must be a record on your account of when the cancellation was requested? I would have thought BA could see that from their end.
I try to be balanced about BA but the outside of 24 hours line sounds like one of their excuses when they just can’t be bothered dealing with something (or don’t know how to, which I suppose might not be their fault)!
I try to be balanced about BA but the outside of 24 hours line sounds like one of their excuses when they just can’t be bothered dealing with something (or don’t know how to, which I suppose might not be their fault)!
Yes NorthernLass, she tried to tell me that the refund of £64.18 was the exact amount of taxes due back, doesn’t seem very likely …
Any hints on how to get through to a UK agent, I suspect 14 days will pass with no resolution again.
It’s pot luck. I have called the Silver number 3 times in the last month – 8am, midday and 5pm and on different days. Each time I got through to India and my heart sank. However I have to say credit to them, on each occasion they sorted out the issues I had.
My Avios had been stolen so the conversations weren’t ticketing issues. Although the calls were quite lengthy and each time entailed putting me on hold to get further assistance, the agents were very helpful. They were able to get my account locked almost immediately (even on a Sunday). They offered to book a flight for me, using the Avios that had been deposited into my account the day it was locked, which obviously I couldn’t do. When there were issues with the email link I received regarding unlocking my account, they were able to sort immediately.
I know it shouldn’t be the case, but keep trying. Hopefully you will succeed soon.
I’ve said this before – for any matters such as phone cancellations and refunds, record all your calls. It will give you wonderful peace of mind.
Oh and screenshot your journey through refund processes.
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