British Airways reneging on vouchers

xxedrushxx

Just after a bit of advice on how to manage this situation. Just for context, my aim is not to deceive BA or expect to have things given for free, but at the same time I have been a bit misled which has put me in a disadvantageous position. To explain: 

Back in August 22 I was contacted by BA to tell me I had Evouchers to spend. I was surprised by this as I thought I had used what I had (lots from previously cancelled holidays), but as BA dont provide very good email or online history of past holiday costs, voucher usage, etc - I wasn't properly able to verify if all vouchers had been used. So, I called them and they confirmed I still had some vouchers. Knowing this I decided to book our 2023 holiday with BA and they agreed I could use the vouchers to offset the holiday deposit and cost.

Fast forward to February and BA was emailing me again telling me to use my vouchers. So, I called again to check that the vouchers were applied and they again confirmed it was the case. But, coincidentally BA started calling me just the day after and when they finally did reach me it was to tell me that the vouchers were already used and that I now need to pay a deposit or they will cancel the holiday, giving me 24hrs to decide. I checked my booking and the amount to pay had now been increased to the amount of the vouchers (£600 or 12% of total cost).  

My problem with this is 1) I wasnt expecting or originally asked to pay anything until April, now I am expected to find £250 immediately. 2) if they cancel the holiday or i cancel, I am now limited in choice for holidays and as we know the cost of holidays increases closer to the time you go (end of May). 

As I mentioned earlier, there is no history of past holiday costs, invoices, etc so at the moment i have to just take their word that I used all vouchers. Do i just have to pay the £250 or cancel or should I try to argue it more?

Aylesbury_Duck

I wouldn't argue, because you need goodwill here.  If I've understood correctly, they've made a mistake and have offered to put you back in the position you were in so you're not out of pocket.  That meets their obligations, so you should try a more charming approach, appealing to them for a more favourable outcome.

xxedrushxx

Aylesbury_Duck said:

I wouldn't argue, because you need goodwill here.  If I've understood correctly, they've made a mistake and have offered to put you back in the position you were in so you're not out of pocket.  That meets their obligations, so you should try a more charming approach, appealing to them for a more favourable outcome.

Thanks for the reply Aylesbury. I'll keep trying charm/persuasion but it already fell on deaf ears. In terms of out of pocket, technically the holiday is costing me £600 than I originally anticipated to pay. I may have decided to look elsewhere for a cheaper deal, which is now not easy this late in the day. 

Aylesbury_Duck

xxedrushxx said:

Aylesbury_Duck said:

I wouldn't argue, because you need goodwill here.  If I've understood correctly, they've made a mistake and have offered to put you back in the position you were in so you're not out of pocket.  That meets their obligations, so you should try a more charming approach, appealing to them for a more favourable outcome.

Thanks for the reply Aylesbury. I'll keep trying charm/persuasion but it already fell on deaf ears. In terms of out of pocket, technically the holiday is costing me £600 than I originally anticipated to pay. I may have decided to look elsewhere for a cheaper deal, which is now not easy this late in the day. 

That may be the effective position, but the technical position is that you'd be "made good" by the return of your deposit.  

sheramber

but as BA dont provide very good email or online history of past holiday costs, voucher usage, etc - I wasn't properly able to verify if all vouchers had been used.

Did you not have your own record of what you had paid and what vouchers you had used?

HillStreetBlues

I don't think it would be unreasonable to ask BA for  breakdown in voucher usage.

tightauldgit

Given it's BA's mistake I would have thought they would be offering you something more than nothing even if it was a goodwill £100 off the price of the holiday. 

If they won't I probably would just accept the cancellation and look elsewhere but you really need to do your own homework on that one and see what it will cost you to arrange something else.