Getting a flight refund from British Airways via TravelUp

CaptainBlack

I booked a flight to Miami via JFK a month ago and British Airways cancelled the second leg, with a replacement requiring me stay in New York overnight. This wasn't practical and so I phoned BA, who (after a lengthy wait on hold) agreed a full refund of £516. I booked a replacement flight in the meantime, thinking I'd get the money back in a few days. This was three weeks ago and counting. BA's dedicated flight refund phone number just gives a 'busy' message and then unceremoniously kicks you off. I'm getting worried about this.

I paid for the flight online with a debit card with TravelUp as the agent, which is who appeared on my bank statement. The question I'm unsure of is who has my money and why don't I have it back yet? I've noticed bad things said about TravelUp on here and their web site 'Help' page warns against doing a debit card chargeback - which kind of suggests it's a regular occurrence. So who do I actually try to get the money from? Half a grand is a lot to me.

Westin

BA would be paying the agent back (Travel Up). When eventually received then Travel Up will refund you.  This won’t be a quick process as you have placed an online agent in the middle.  Had you booked direct with BA the refund would likely be back much quicker.

I would contact Travel Up to let them know what you have agreed with BA (regarding the cancellation and refund) and ask them to place a note on file regarding this.