BA didn't offer me a refund option on my flight to the USA

davidb2002

I hope someone could help me understand if I might have been wrongly treated by BA over the Covid flight voucher issue. My apologies for the lengthly email, there is quite a bit of detail in this case. I simply want to see if I could take this through the complaints procedure or if i would just be wasting my time.

Short Version:

• I booked flights to the US. Manchester -> Heathrow and Heathrow -> Dallas (and return) for early April.
• 14th March - US ads UK to travel ban
  
• 16th March - BA emails me stating my flights are still going ahead, and my only options are a 12 month voucher or rebook. No option for refund anywhere
• 18th March - I consider my options, and the current situation and apply for vouchers as I have no option for a refund available and as far as I know, the flights are still going ahead
• 19th March - Heathrow -> Dallas flights are cancelled. No mention of the Manchester -> Heathrow (why has this taken 5 days to be cancelled?)
  
• Should I have been offered a refund option?

Detailed Version:

I booked a 2 week holiday  to Texas which was to depart in early April. The flights would take me from Manchester -> Heathrow and Heathrow -> DFW (and return). 

On the 14th of March, US added the UK to the travel ban. Obviously at this point, I was in a little bit of a disappointed, but assumed BA would look after us as I had always had good service with them in the past.

On the 16th of March, I received an email from British Airways about my options which were either rebook for a future date or accept vouchers valid for 12 months. No refund option was provided. I even quote from the email :

"Your flight to London on (removed for security) is currently due to depart as planned, however due to the fast changing situation, we wanted to let you know that if you’d like to change the date or destination of your trip - you can apply for a voucher online here. This can be redeemed against future travel, for flights taken within 12 months of your original date of departure."

This shocked me. It sounded like what BA was telling me that as my flight to London is still going, my only options were an online voucher or rebook for a different date. At this point, it was no use trying to get on the phone with them as everyone was doing the same thing. Needless to say, with over £10,000 spent on flights, I wasn't going to take this lightly and I wasn't sure how long BA would be offering the vouchers option. Especially after the email I received confirming with me that my flights were going ahead no matter what.

So, on the 18th of March, with no option of a refund available on their site, I took the vouchers as we didn't know when we would be able to rebook in the future or what rights we would have to change that again. I assumed that I simply wasn't eligible for a refund because my flights were still going ahead. At this point there were also stories of 'zombie flights' which meant the flights were never really cancelled.

On the 19th, I received an automated email from BA stating that the London -> Dallas flights were cancelled. No word of the Manchester -> London flights. I finally received my vouchers a couple of weeks later.

I'm now seeing that there are more and more people who have had similar experiences with BA during this timeframe, many who should have been eligible for a refund but no option was given to them. I'm wondering if I may also be in this position. Why did it take BA 5 days to cancel the flights? I imagine if the flights were cancelled within 24 hours, I wouldn't be in this position and would have had the option for a refund.

Thank you for taking the time to read and I hope someone can provide me with some advice. I'm just wondering really if BA should have provided me an option for a refund.

Thanks!

Westin

The situation was quickly changing during those early days but from what you say and with at the time the flights still planned to operate, BA have been correct in making that offer (vs a refund). 

Had you waited and the flight was cancelled then the option of a refund should have been offered.

Only BA’s goodwill can convert the rescheduling or credit into the refund you now desire.

There is no legal obligation as far as I can see on their part as at the time they had no obligation to offer a free cancellation and refund. You also made your choice and selection at that same time.  

Penelopa.Pitstop

You accepted voucher before flight was cancelled, so I'm afraid you are stuck with voucher.

davidb2002

Had you waited and the flight was cancelled then the option of a refund should have been offered.

This is partially my point. I almost feel like BA had played me a little. The initial email from them almost felt like a threat, "Take these vouchers, rebook or lose your money". At the time, I did some research and unless the flights were cancelled, I had no right to vouchers. So the flights 'were still going ahead', what was I suppose to do? The vouchers were sold as a 'generous' offer. Even though BA would have known that we wouldn't be allowed to board.

It is a bit of a pain that literally the day after I apply for the vouchers, the flights are cancelled. But, I still wonder, why did it take 5 days to cancel the flight? I waited for BA to cancel the flights for 4 days before applying for vouchers at it appeared they weren't going to cancel the flights. Surely they would have done that quicker. It just feels a little mismanage the customers to manage the cashflow. 

I just hope that either come March, I can go to the US again, or BA will be kind enough to extend my vouchers. These were for a trip to see my extended family, which haven't seen their grandchildren in over 5 years. Not something we do very often.

silvercar

My understanding is that BA future travel vouchers are valid for travel to April 2022.

davidb2002

silvercar said:

My understanding is that BA future travel vouchers are valid for travel to April 2022.

My vouchers say:

This voucher can be used as part payment towards a future booking. It must be redeemed for travel on flights taken within 12 months from the date of the first flight in your original booking.

silvercar

davidb2002 said:

silvercar said:

My understanding is that BA future travel vouchers are valid for travel to April 2022.

My vouchers say:

This voucher can be used as part payment towards a future booking. It must be redeemed for travel on flights taken within 12 months from the date of the first flight in your original booking.

Hmm. I would contact them, it may be that all vouchers have now been extended.
Or look over on https://www.flyertalk.com/forum/british-airways-executive-club-446/