BA won't refund Passenger Air Duty

alfista

I recently had to cancel a couple of flights. After navigating my way through the atrocious BA web site, I finally managed to raise a claim for refund of Passenger Air Duty. I got back a standard email acknowledgement but nothing further (and no refund).  I then emailed the BA CEO - no response at all.  Truly rubbish customer service !

la531983

Are you sure the amount isnt being wiped out by the admin fee, hence no refund due?

MyRealNameToo

alfista said:

I recently had to cancel a couple of flights. After navigating my way through the atrocious BA web site, I finally managed to raise a claim for refund of Passenger Air Duty. I got back a standard email acknowledgement but nothing further (and no refund).  I then emailed the BA CEO - no response at all.  Truly rubbish customer service !

How long has it been? Doing something similar with TAP it took 4 weeks for them to respond but then quickly provided the refund after that. 

eskbanker

Once it gets to eight weeks, it can be escalated to CEDR, although this obviously ought not to be necessary!

Likewise a letter before action may prompt them to get their corporate finger out, unless the amount is so small that they'd realise a threat of court action isn't realistic....

alfista

MyRealNameToo said:

alfista said:

I recently had to cancel a couple of flights. After navigating my way through the atrocious BA web site, I finally managed to raise a claim for refund of Passenger Air Duty. I got back a standard email acknowledgement but nothing further (and no refund).  I then emailed the BA CEO - no response at all.  Truly rubbish customer service !

How long has it been? Doing something similar with TAP it took 4 weeks for them to respond but then quickly provided the refund after that. 

I raised the claim on 13th July, then wrote to CEO on 22nd July.

alfista

la531983 said:

Are you sure the amount isnt being wiped out by the admin fee, hence no refund due?

No idea, I have had no communication from BA about my claim, therefore have no knowledge of admin fee.

MyRealNameToo

alfista said:

MyRealNameToo said:

alfista said:

I recently had to cancel a couple of flights. After navigating my way through the atrocious BA web site, I finally managed to raise a claim for refund of Passenger Air Duty. I got back a standard email acknowledgement but nothing further (and no refund).  I then emailed the BA CEO - no response at all.  Truly rubbish customer service !

How long has it been? Doing something similar with TAP it took 4 weeks for them to respond but then quickly provided the refund after that. 

I raised the claim on 13th July, then wrote to CEO on 22nd July.

So today is the 9th business day? I think your expectations of timescales are just off. 

alfista

MyRealNameToo said:

alfista said:

MyRealNameToo said:

alfista said:

I recently had to cancel a couple of flights. After navigating my way through the atrocious BA web site, I finally managed to raise a claim for refund of Passenger Air Duty. I got back a standard email acknowledgement but nothing further (and no refund).  I then emailed the BA CEO - no response at all.  Truly rubbish customer service !

How long has it been? Doing something similar with TAP it took 4 weeks for them to respond but then quickly provided the refund after that. 

I raised the claim on 13th July, then wrote to CEO on 22nd July.

So today is the 9th business day? I think your expectations of timescales are just off. 

Everyone has expectations.   I recently had to contact a bank's call centre. My expectation was that an agent in the UK, speaking fluent English, would answer after a maximum 6 rings. What I got was an agent in Asia, with a heavy foreign accent, who answered my call after 20 minutes.  Expectations, expectations.

cw8825

alfista said:

 

Everyone has expectations.   I recently had to contact a bank's call centre. My expectation was that an agent in the UK, speaking fluent English, would answer after a maximum 6 rings. What I got was an agent in Asia, with a heavy foreign accent, who answered my call after 20 minutes.  Expectations, expectations.

6 rings? Are you a call center manager as a profession?
They are literaly the only people who would have that kind of expectation
Just becauuse you have expectations, it does not make it realistic.

realistically the complaint was raised on a Sunday so give them the benefit of the doubt, will be seen by tuesday at worst. you admit you got the acknowledgement so your complaint was recieved. Even if you emailed the CEO, its not going direct to him, if anything it just delays the process by his pa sending it to another team, and it goes to the bottom of that teams pile

Isthisforreal99

alfista said:

MyRealNameToo said:

alfista said:

MyRealNameToo said:

alfista said:

I recently had to cancel a couple of flights. After navigating my way through the atrocious BA web site, I finally managed to raise a claim for refund of Passenger Air Duty. I got back a standard email acknowledgement but nothing further (and no refund).  I then emailed the BA CEO - no response at all.  Truly rubbish customer service !

How long has it been? Doing something similar with TAP it took 4 weeks for them to respond but then quickly provided the refund after that. 

I raised the claim on 13th July, then wrote to CEO on 22nd July.

So today is the 9th business day? I think your expectations of timescales are just off. 

Everyone has expectations.   I recently had to contact a bank's call centre. My expectation was that an agent in the UK, speaking fluent English, would answer after a maximum 6 rings. What I got was an agent in Asia, with a heavy foreign accent, who answered my call after 20 minutes.  Expectations, expectations.

Yes, but most people do not have reasonable expectations. Escalating to CEO after waiting 9 days is ludicrous.

And to expand on the fee point, BA charge a fee of £15 if the booking was made online and £30 if by telephone

alfista

cw8825 said:

alfista said:

 

Everyone has expectations.   I recently had to contact a bank's call centre. My expectation was that an agent in the UK, speaking fluent English, would answer after a maximum 6 rings. What I got was an agent in Asia, with a heavy foreign accent, who answered my call after 20 minutes.  Expectations, expectations.

6 rings? Are you a call center manager as a profession?
They are literaly the only people who would have that kind of expectation
Just becauuse you have expectations, it does not make it realistic.

realistically the complaint was raised on a Sunday so give them the benefit of the doubt, will be seen by tuesday at worst. you admit you got the acknowledgement so your complaint was recieved. Even if you emailed the CEO, its not going direct to him, if anything it just delays the process by his pa sending it to another team, and it goes to the bottom of that teams pile

I have indeed been involved in setting up a call centre.

The only acknowledgement I got was the standard computer-generated email - I don't call that a response.

I find BA's (non) response to my claim so far to be an indication of their idea of customer service, no further comment required.