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British Airways mess, where do I comply???
Nikiya
Posts: 552 Forumite
On January I booked two flights with BA, paying with cash and 45600 avios.
I had to cancel one of the flights, but the site only allowed me to cancel BOTH (or none). So I had to do it on the phone. I cancelled my flight and tried to change my husband's return, but the few options at a reasonable price were extremely inconvenient.
So I said we would weigh our options for the return change.
Since (not for the first time) BA´s site kept freezing, we got fed up, booked with a different airline and cancelled this second BA flight online.
I received a confirmation ¨no reply¨ email for the cancellation but since we had the same booking number for both flights and no details were provided I was not sure which of the cancellations was confirmed, i.e., if the one I made online or the one I had made on the phone about one hour before, for which I had received no confirmation at the time.
The site did not provide any information, other than telling me ¨there were no reservations¨ with the booking number and your name does not get you anywhere in the BA site, not even if you are an identified Executive Card member with number and password.
After several attempts I managed to get through to someone who confirmed my husband´s flight had been cancelled but mine had NOT and had been given a different booking number of which I had never heard before. So I was BOOKED for a flight I had effectively cancelled under a DIFFERENT BOOKING number which had never been provided to me.
Had I not wasted hours on the phone to verify I would had never found out and paid for a flight I knew I would not take.
So this time I insisted they sent me a confirmation email for both cancellations. They swore they had sent two but they might take some time to arrive.
The emails never arrived, so the following morning I spent another 40 minutes online until I spoke to another agent. She confirmed both flights had been cancelled but the emails sent had not gone through (!!!!). She attempted to re-send them but could not. Although I was not having any issues with my server I provided a different email address, but the emails would not send either, which means the problem was (surprise!!) with THEIR system.
I wrote a long letter listing my problems but discovered I could not sent it through the site, since their ¨complaints¨ are specifically tailored to fit certain profile, and the issues I had apparently did not fit any on their list.
So far they have reimbursed the money for just one of the cancellations (mine, which was the latest one, due to the first agent blunder) BUY they have already charged us for BOTH cancellations.
On top of that, I have just discovered of the 22800 avios they should have returned for that cancellation they have returned only 5800.... and the site says that is what I paid.
Of course I have a confirmation email from January stating I paid a lot more.
But alas, it turns out I cannot claim that online either because you can always claim avios points for a flight you took.
Another example of how useless their site is.
As I write this I have already been waiting one and a half hours on the phone to try to speak to someone about this issue and request confirmation of the refund for the first cancellation.
During my latest conversation and while I was providing all my information AGAIN I discovered they had the wrong expiry date for my card. Despite having paid with a newer version of my card and having confirmed the new expiration date both on the site and on the phone, they still had the old date on file.
Can a national airline sink any lower?
Their level of inefficiency is staggering... if their site worked properly they would not be inundated with calls.
I am going to hung up now, having waited too long.
Where would you advise me to write?
Thanks!
I had to cancel one of the flights, but the site only allowed me to cancel BOTH (or none). So I had to do it on the phone. I cancelled my flight and tried to change my husband's return, but the few options at a reasonable price were extremely inconvenient.
So I said we would weigh our options for the return change.
Since (not for the first time) BA´s site kept freezing, we got fed up, booked with a different airline and cancelled this second BA flight online.
I received a confirmation ¨no reply¨ email for the cancellation but since we had the same booking number for both flights and no details were provided I was not sure which of the cancellations was confirmed, i.e., if the one I made online or the one I had made on the phone about one hour before, for which I had received no confirmation at the time.
The site did not provide any information, other than telling me ¨there were no reservations¨ with the booking number and your name does not get you anywhere in the BA site, not even if you are an identified Executive Card member with number and password.
After several attempts I managed to get through to someone who confirmed my husband´s flight had been cancelled but mine had NOT and had been given a different booking number of which I had never heard before. So I was BOOKED for a flight I had effectively cancelled under a DIFFERENT BOOKING number which had never been provided to me.
Had I not wasted hours on the phone to verify I would had never found out and paid for a flight I knew I would not take.
So this time I insisted they sent me a confirmation email for both cancellations. They swore they had sent two but they might take some time to arrive.
The emails never arrived, so the following morning I spent another 40 minutes online until I spoke to another agent. She confirmed both flights had been cancelled but the emails sent had not gone through (!!!!). She attempted to re-send them but could not. Although I was not having any issues with my server I provided a different email address, but the emails would not send either, which means the problem was (surprise!!) with THEIR system.
I wrote a long letter listing my problems but discovered I could not sent it through the site, since their ¨complaints¨ are specifically tailored to fit certain profile, and the issues I had apparently did not fit any on their list.
So far they have reimbursed the money for just one of the cancellations (mine, which was the latest one, due to the first agent blunder) BUY they have already charged us for BOTH cancellations.
On top of that, I have just discovered of the 22800 avios they should have returned for that cancellation they have returned only 5800.... and the site says that is what I paid.
Of course I have a confirmation email from January stating I paid a lot more.
But alas, it turns out I cannot claim that online either because you can always claim avios points for a flight you took.
Another example of how useless their site is.
As I write this I have already been waiting one and a half hours on the phone to try to speak to someone about this issue and request confirmation of the refund for the first cancellation.
During my latest conversation and while I was providing all my information AGAIN I discovered they had the wrong expiry date for my card. Despite having paid with a newer version of my card and having confirmed the new expiration date both on the site and on the phone, they still had the old date on file.
Can a national airline sink any lower?
Their level of inefficiency is staggering... if their site worked properly they would not be inundated with calls.
I am going to hung up now, having waited too long.
Where would you advise me to write?
Thanks!
0
Comments
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https://www.ceoemail com/s.php?id=ceo-9664
Change the space between email and com to a dot - MSE edits the link to something else.
1 -
I wonder if he cares though... it does not seem so...0
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He doesn't, but there is a "separate" complaints team that deal with emails going to the senior leadership teams.Thanks to money saving tips and debt repayments/becoming debt free I have been able to work and travel for the last 4 years visiting 12 countries and working within 3 of them. Currently living and working in Canada :beer: :dance:1
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Unfortunately BA is not on that listD_M_E said:https://www.ceoemail com/s.php?id=ceo-9664
Change the space between email and com to a dot - MSE edits the link to something else.
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British Airways is 2nd in the list if you select UK Companies and then search for British. (The link @D_M_E posted was a direct link, but direct linking has been disabled by the CEO server).Nikiya said:
Unfortunately BA is not on that listD_M_E said:https://www.ceoemail com/s.php?id=ceo-9664
Change the space between email and com to a dot - MSE edits the link to something else.
Mr Alex Cruz CEO
Email: alex.cruz@ba.com2 -
Thanks! Will try that.
But it is strange since that is what I did.... went to UK companies and then Googled BA, British and Airways... did not get anywhere.
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Had not realised at first you had given the email!
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