BA unresponsive for refunds on cancelled flight due to unexpected surgery

ceavesta

I booked a flight (intended to fly Mar 2023) using vouchers from British Airways acquired during Covid time in Sep 2022. I then developed a painful foot condition that eventually needed surgery. So I cancelled the flight Nov 2022 and discussed with BA who said a partial refund was possible. Approximately £300 out of £1200. I patiently waited for a refund that never came. Then contacted support who said they tried and failed and needed card details again. This was provided and each time was told to wait approximately 6 weeks. When it never came and I chased up, each time a new support agent promised to personally resolve it and to wait 6 weeks but didn't. In the end, they said I can raise a complaint. This was also not responded to yet. I now have two case numbers that I have tried chasing via the online bot. One says its closed. The other says its a duplicate. I have no means to talk to a competent human at BA.

I had Amex travel insurance and I raised a request while waiting for the partial refund with a view to claim the remainder. Now Amex have cancelled selling insurance and the Axa folk who were handling it have my request as withdrawn. When I inquired if there was a deadline I was told in May 2023 that there wasn't one. I now cant get hold of Axa either. The emails are not answered and the phone gets answered and is silent. No wait music. I don't know if I should wait hoping to hear a human or whether its broken.

I tried asking help on another site which suggested chasing legal avenues. Is that really the only recourse available to me? Please advise me as I am beyond frustrated at the inability to get a service I paid for from either party. 

DullGreyGuy

You need to log a complaint with Axa, your policy book should give you the advice of how to do it.

As to BA, escalate it to their complaints team if not done already or their executive complaints if it has been.

mdann52

You need to check the fare to see if it's a refundable ticket. If it's not, you'll only be eligible for a refund of any taxes due.

AXA may well pay out for the balance between what BA refund and the original price paid on the ticket, dependant on the terms.

You can consider legal action, but you'll have to work out what you can actually claim off BA first