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Originally back in July I used 2 companion vouchers to book tickets to Tampa and back from Nassau, at a cost of 230k points and c.£4k in taxes, though the agent advised for the 2 kids tickets we were due a refund on the taxes which they were unable to process at the time.
A few weeks passed and no refund materialised so I filled out the appropriate form and instead of refunding the money they cancelled my kids tickets (and charged a £60 fee for doing so). Called up and spent a while getting the flights reinstated
In September we decided to switch the return to Tampa, which should have meant a refund of 40k in points but the agent insisted that this wouldn’t be possible as the flight costs were the same. After a little arguing I gave up.
I randomly checked the flights yesterday and noticed that not only were the new flights lower on points but that the taxes should have been £794 rather than the £1k we were originally charged. Just called up to ask them to refund the difference but they said that they could only refund the points difference.
So I spent another hour on the phone getting them to cancel the original flights (£120 fees) and rebooking as new so that I’m c.£800 better off.
The whole process has been really painful, I only hope that the new A330 and on board service can make up for it
What I take from this is that you’ve done really well being alert @Olly. I think you’ve got a good result even if the phone calls may have taken up some time.
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