Flight tickets disappearing from the system - who to chase

bagand96

gmajosie said:

Thanks for your suggestions. We have made a formal complaint to Hays and in fact wrote to the owner, Dame Irene so have regular contact with customer services who are always kind and sympathetic but ineffectual.
My current plan is to press on with S75 with little expectation of getting anywhere, and then no option but to lodge a money claim. 

I was also going to suggest the FlyerTalk forum linked to above.  Airline ticketing can be very complex and at times not as automated as we might expect, especially when multi-leg itineraries are involved and there's schedule changes.  Seen reports on forums in the past of BA passengers having PNR references and booking conformations, but the tickets not actually being issues.  This could be the case here.  Finding out what went wrong and who's fault it was might be hard to prove - but try FlyerTalk.

With regards to chargeback or S75 - it's not the Hay's are "untouchable" - it's about your contract with them.  They acted as your agent in arranging the flight tickets.  If they have fulfilled that contract then you have no chargeback/S75 claim against them as legally they have fulfilled the contract.  It comes down to if it was Hay's, BA or China Southern who was at fault - if you can prove Hay's are you'd have a valid claim. 

gmajosie

The latest news is that BA is making a refund to Hays of £937.00 or thereabouts. I have made it clear that I could not accept this if that was the final offer and also asked what this figure represents. BA have not as yet explained to Hays how that figure has been arrived at and are also saying we should pursue China Southern. We have tried requesting a refund from China Southern but without a CS e-ticket number they won't or can't pursue it. 
Don't know whether to be thrilled or appalled by the BA refund.