Compensation Claim to BA using Resolver

Pieta77

Hi, someone can give me an advice how to proceed with my case. To give some background, I submitted a compensation claim to British Airways in relation to cancelled flight using Resolver 3 weeks ago and I haven’t heard from them so far. I followed up but in the lack of response decided to phone them. The person on the phone told me that it is not possible successfully file a compensation claim to BA other than filing a form on their website and get the claim number. He also advised that I can’t even check if my email was sent to the right department which seems to be Customer Retentions as they only communicate by email. I was wondering if anyone had similar experience or maybe push the case through Resolver with no issues? Im thinking now whether I should keep chasing them through resolver or just do the easiest thing and claim through their website. 

Caz3121

Resolver is basically a letter, is there a reason you went for that rather than completing the claim form on the website?
It sounds like the website claim for would be the way to claim (resolver can often be useful following a rejection that you may think is incorrect prior to taking further action)

Westin

You shouldn’t use Resolver as first option. The person you spoke to was right. You really should use the procedure BA lay down and complete their on line web form to up load your details and claim. I fear you have just wasted 3 weeks.

Pieta77

Thank you for shedding some light into this. I went for Resolver as this was suggested by Martin in his guidance or maybe I just read it wrong. Anyway, I will complete the form on BA website and will hope to hear from them soon.