Who refunds me? BA or Netflights?

matt.d.

Morning all - I'm looking for a bit of advice on what to do about getting a refund on a flight.

I had flights booked via Netflights with BA to Boston on 4th September. Obviously I was expecting them to be cancelled and last weekend the booking disappeared off the BA website. But I've had no contact from either BA or Netflights. I've tried to contact Netflights but with no success to find out what the situation is.

So I'm wondering whether I should contact them or BA direct? It seems Netflights are trying to dissuade anyone from contacting them and its well documented how difficult how problematic dealing with BA can be so I'm just wondering where to focus my efforts.

Any advice gratefully received!
Matt

bagand96

When you book with an agent then it’s the agent you need to deal with as they have authority over the booking. The airline normally won’t deal with the customer directly. 

Who did you actually pay? Netflights or BA? I only ask because some agents have a strange setup where even though you book on the agent’s website, it’s BA who have taken payment. This has left people in limbo being passed between agent and BA. 

Westin

As bagand96 says but if you have the BA PNR you should still be able to access your reservation on the BA.com site to see the status of your flight and what is going on. 

BA PNR’s are six alphanumeric characters e.g. RT3SDR

matt.d.

bagand96 said:

Who did you actually pay? Netflights or BA? 

Thanks for the reply: I paid Netflights. As you mention I think this a situation where they'll both direct me to the other one. 
And the fact that I've had no notifications from either that the flight has been cancelled is out of order: someone has to be responsible....

Penelopa.Pitstop

BA won't be able to help you. It's not difficult to deal with BA at all, pretty easy to get refund, but unfortunately it's not relevant to your flights.

I suggest chargeback with bank if you can't get in touch with agent.

Caz3121

matt.d. said:

I paid Netflights. As you mention I think this a situation where they'll both direct me to the other one. 

I doubt that will happen. Looks pretty straightforward. You paid Netflights and you are their customer. They paid BA and they are BA's customer. 
BA will notify their customer (netflights) who should then notify you. As there are a significant numbers of reschedules and cancellations currently there will be high volumes to deal with so this can take time (probably dealing with August cancellations currently) it is always good practice to keep checking your booking on the airline website, which you have done.
Once you speak to Netflights and request refund, they will pass that request to BA then when BA refund them, they should pass this on to you (possibly less any service fees in the terms and conditions)

Alan_Bowen

Netflights are currently only a couple of weeks behind in refunds so you should hear from them in September after the date of de[arture

matt.d.

Westin said:

As bagand96 says but if you have the BA PNR you should still be able to access your reservation on the BA.com site to see the status of your flight and what is going on. 

BA PNR’s are six alphanumeric characters e.g. RT3SDR

Hi Westin - I do have the reference and up until last weekend it allowed me to access to input APIS, etc. However, since then it has come up with an error and states there are no flights in the booking. Which is why I'm assuming the flight is cancelled but I've had no communication either from BA (who did email me direct when I added APIS) nor from Netflights. This is essentially why I wondered who was responsible for refunding me.