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I went online to cancel an Avios PE flight from Tokyo to London. I got the page you occasionally get where it doesn’t auto refund but you fill in your details and I assume it triggers a manual refund process at the BA end. I then went to cancel another flight online and when I got to the final screen it showed the Avios and money but for the Tokyo flight. I cancelled thinking what is the worst that can happen.
The 26k avios were refunded immediately which was correct for the Tokyo flight but instead of £490 which displayed on the cancellation screen I got back £43.20.
I phoned 2 agents and they both told me the same thing that I was only due the taxes back. I explained at length it was an Avios booking and provided the cancellation was more than 24 hours before the flight the refund was the full amount minus £35. Neither agent had the first idea, I ended up asking both of them if they actually worked for the exec club.
The 2nd agent did refer it to a back office team which have sorted it but my mind boggles at the lack of training for staff.
Sounds similar to my Virgin issue last year. Points back almost immediately, 4 phone calls, finally got half the cash back, nobody could explain why. Took a further 2 calls to get the rest, took around 3 months.
Neither agent had the first idea, I ended up asking both of them if they actually worked for the exec club.
I usually have good experiences with the BA executive club team, but my call with an agent a few days ago left me thinking the same. It got to the point where I asked to be transferred to another agent and in response, was told to hang up and call again
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