British Airways refuses a refund - is there an Ombudsman to appeal this?

terryally · 16 September 2020 at 6:27PM

I am an Executive Club member. At the beginning of the year I bought a return trip to Dubrovnik costing 37,750 Avios and £185 cash plus a BA Amex companion voucher. When BA cancelled flights due to Covid-19 they offered a voucher for future travel or a refund. I opted for a voucher thinking Covid-19 would blow over soon and I can return to the holiday sometime soon. It has not turned out that way and my situation has changed so that I have no intention of travelling again for the foreseeable future. I have been trying to telephone BA to discuss but a recording always says something to the effect "we are very busy call back another time (click)". So I wrote them a snail mail asking for a refund of both cash and Avios points. They emailed me to say:

"I appreciate you asking for a refund of the cost of your booking. When a customer's flight is cancelled, they have a legal entitlement to a refund. We recognise that a number of customers are unable, or unwilling, to travel on flights that are still operating. To assist these customers, we've also introduced vouchers, to allow customers to postpone their travel until a later date. Our website, and Manage My Booking, state that customers wishing to cancel their booking and obtain a refund need to call us, to speak to one of our contact centre agents. This ensures the refund is processed correctly in the circumstances and avoids potential disappointment of customers receiving refunds of far less than they believe they may be entitled to. Where a customer proceeds to request a voucher for travel at a later date, they accept the Terms and Conditions displayed, in which they waive their right for a full refund. As a voucher has already been issued for your booking, I'm afraid we're unable to offer a refund in this instance."

As it stands BA will just pocket my money and Avios points. Who can I appeal to? I've asked BA about an appeal and they have just not replied.

Thrugelmir · 16 September 2020 at 6:33PM

You've accepted the voucher. That was your voluntary choice. A subsequent change of mind i.e. disinclination to travel isn't BA's concern.

[Deleted User] · 16 September 2020 at 7:12PM

Says it all really. Once you accept a voucher you waive the rights to a refund. They are not actually “pocketing” your money. You have a voucher to off set against a future trip. It is what you requested. Understand what you are saying as to your circumstances but it isn’t BA’s problem. Who can you appeal to? In all honesty nobody. Just rebook as and when you can.