British Airways Voucher issue

Nibley99

I had two vouchers from BA to use , due to a return flight being cancelled as a result of Covid . In January 2022 I contacted BA and booked another return flight and got a really good price as it was booked in the sale period. They said that i would receive an email confirmation, when the back office matched my vouchers to the booking, Despite my chasing them up twice a week since the booking was made, no email was forthcoming. I contacted them again today 6/3/22 and demanded an answer to why I had not received an e mail. After a lengthy waiting period, the call handler said the two voucher number I have do not exist and thefore the booking would be cancelled. Has anyone else had a similar issue  ? Or can anyone give me any advice on how to overcome this, I am at my witts end. The value of the two vouchers combined is just under £1800.

MarkMundy

Hi Guys,

I am hoping you can do some investigation on this one as I believe it is affecting many consumers given what I have seen on soc med and it is driving me personally insane!

When our BA flights to Montreal were cancelled due to covid last summer we, regrettably, took the BA voucher option. We had used 150000 Avios and paid them £1322 in tax over 18 months ago.

As the covid restrictions for travel relaxed we tried to use the vouchers to rebook.

This is seemingly impossible. There only appears to be one way of using the vouchers and that is by ringing them up on 03444930747 as they publicise for Executive Club users. There is no way you can do it online via app or email.

When you get to the options on that number, vouchers are not mentioned. If you try the option to rebook (1) then flight only (1) then did you use avios (1), the auto voice tells you they are really busy and cuts you off.

If you try any other option combination, you get the infamous BA guitar music. This goes on forever and ever, interspersed with their statements about how easy it is to do everything online and that you should hang up if you not due to fly within 48 hours!! The chance of being in that position would be wonderful.

Between November 2021 and now March 2022, we have tried ringing, I do not exaggerate, over 60 times. I have held on average 30 mins prr call, sometimes up to 2 hours. Only once have I got through to a human being. On that occasion they said they couldn't process Avios vouchers and had to transfer me to another dept. That rang and rang for another hour before I gave up again.

I have used the BA complaint process but on 1st occasion, they just said I need to keep trying and the last 3 complaints have not been answered at all.

To me it would appear that BA are potentially holding millions of pounds of loyal customers monies, in their banks with their investment opportunities, making thousands in interest, whilst the customers get no flights, lots of wasted time, less money and tons of stress.

Is there anyway you can investigate, advertise, publicise this dreadful performance from BA or hopefully give me some ideas as to how I can resolve this.

I can't afford to buy a second set of flights but we have let our family in Montreal down and cannot meet them after all this covid and BA wasted time.

Many thanks in anticipation.

Kind Regards

Mark & Elaine Mundy

Nibley99

Mark, I know exactly how you feel. I am getting nowhere and have now filled out a complaint form on the BA site a week ago and no reply. Everytime i speak to BA they tell me something different, but at the end of the day they are holding the best part of £1800 of my money and I can't get hold of anyone to sort this out.
I am thinking of going to the press to highlight the issues and like you said there must be thousands of people going through this.
Have you had any further thoughts on how to escalate your issue ?

MarkMundy

Hi Nibley, s**ds law, the day after I posted my issue, it was eventually (I hope) resolved. Sort of by accident I emailed BA in Germany with the complaint. About a week later they replied and said somebody would ring me later that day. Low and behold they did. Their number in Bemmen is +39 421 696 410. The guy who rang me was really helpful and was able to rebook my flights using original vouchers and companion voucher. All in perfect English.
If you are still struggling I'd try that number or to avoid phone cost email them first and they will ring you.
Good luck
Kind regards
Mark

MarkMundy

The email address was...contactbade@email.ba.com