British Airways - how do get an invoice when you cancel a flight?

Sobryma

Bad news - British Airways Customer Relations seem to be unable to actually do something about it as it is another department - quote:

"Thanks for coming back to us. It is concerning to know that you have still not received the invoice details of your ticket from our UK Distribution team. I realise it can be very annoying, having to wait for so long. I wish to apologise for this unpleasant delay.

I would like to let you know that different departments have varying response times. I do appreciate that you expect a quick resolution, and I am sorry that this hasn't been your experience this time.

We do sincerely appreciate your patience in this matter. I hope that you do not have to wait any longer for a reply from our UK Distribution team. Please feel free to contact me directly using the blue link below if I can help you with anything else."

This is just plain ridiculous - surely they have some form of systems for chasing things up internally, do they not possess email or telephones?

Sobryma

I have asked them again to help resolve.

It is not rocket science and must be a common occurrence all I want is a statement with all items paid for and amounts refunded.

A few years ago I had a similar issue with KLM and they were actually very good at resolving the issue pretty rapidly once I notified them.

George_Michael

Westin wrote: »

I was under the impression that the insurers would normally take the original paperwork (eticket) as your proof and refund minus the APD which they would ask you to claim back from the airline.

A system like that would be open to abuse.
If someone had a ticket that was changeable or refundable, (something that might not be stated on the eticket) they could submit a copy of the original paperwork to the insurers to get a refund from them and also get a refund from the airline.

Westin

Quote:
Originally Posted by Westin View Post
I was under the impression that the insurers would normally take the original paperwork (eticket) as your proof and refund minus the APD which they would ask you to claim back from the airline.
A system like that would be open to abuse.
If someone had a ticket that was changeable or refundable, (something that might not be stated on the eticket) they could submit a copy of the original paperwork to the insurers to get a refund from them and also get a refund from the airline.

I doubt this is a refundable ticket that the OP is talking about as rather than go through this agro with BA and the insurer he would have simply obtained a refund or amended the ticket in the first place.

The original e-ticket will clearly show endorsements and ticket conditions. The insurers would be able to see if a refund from another source was possible or not.

Sobryma

Westin wrote: »

I doubt this is a refundable ticket that the OP is talking about as rather than go through this agro with BA and the insurer he would have simply obtained a refund or amended the ticket in the first place.

The original e-ticket will clearly show endorsements and ticket conditions. The insurers would be able to see if a refund from another source was possible or not.

I probably should have made it clear it is a full flight, hotel, transfer package we booked. BA to their credit did refund part of the package although because I did not get a statement or email for the refund nor can I access original details of booking, I do not know what related to ticket, hotel etc.

I will have to approach the insurer and see if they will accept print outs of emails and credit card statements.

Westin

If this was booked as a package, or Flight+' through British Airways Holidays then I would suggest that is who to approach to obtain a cancellation invoice. This is likely why BA are finding it difficult to supply proof of cancellation for one element of what looks to have been a package.

Sobryma

Westin wrote: »

If this was booked as a package, or Flight+' through British Airways Holidays then I would suggest that is who to approach to obtain a cancellation invoice. This is likely why BA are finding it difficult to supply proof of cancellation for one element of what looks to have been a package.

It was booked online through the BA website, rather than the BA Holidays. We have followed all the BA links, the have had zero communication from the actual department handling this, we just get bounced around their Customer Relations. They appear to have no internal methods to follow through or track a issue.

PeacefulWaters

Sobryma wrote: »

It was booked online through the BA website, rather than the BA Holidays. We have followed all the BA links, the have had zero communication from the actual department handling this, we just get bounced around their Customer Relations. They appear to have no internal methods to follow through or track a issue.

Perhaps try posting on the BA section of Flyertalk.

http://www.flyertalk.com/forum/british-airways-executive-club-446/

More BA expertise there.

Westin

Did you get at ATOL certificate shortly after making the booking? This will tell you if booked as a package or Flight+. Providing you made the hotel and transfer bookings at the same time, or within 24hrs then it is likely that you (unknowingly) booked a package arrangement or Flight+ arrangement via British Airways Holidays. If one of these then it might be worth a call to BAH.

Sobryma

Westin wrote: »

Did you get at ATOL certificate shortly after making the booking? This will tell you if booked as a package or Flight+. Providing you made the hotel and transfer bookings at the same time, or within 24hrs then it is likely that you (unknowingly) booked a package arrangement or Flight+ arrangement via British Airways Holidays. If one of these then it might be worth a call to BAH.

Thanks I will give that a try (not everything was booked at once).

There is still no response from BA.