BA customer service e-mail?
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BA customer service e-mail?
Hi,
I've looked all over ba.com looking for an e-mail address for their customer service people. I've found an 'e-mail form' which I don't want to use (I get no record).
Does anyone have an address that I can use?
I also don't want to contact their executive club
in Bremen, from previous experience they don't know what customer service is.
Mercury Buttercups
I've looked all over ba.com looking for an e-mail address for their customer service people. I've found an 'e-mail form' which I don't want to use (I get no record).
Does anyone have an address that I can use?
I also don't want to contact their executive club
in Bremen, from previous experience they don't know what customer service is.Mercury Buttercups
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You are quite correct: there is no BA Customer Services email address.
Given that, and the fact that all responses from BA Customer Services are oleaginous in the extreme, you might be advised to send your message to Email God - Your Prayer in the Cracks of Wailing Wall: Send a Mail to God
I know this is not BA Customer Services, but the response time from the URL quoted above might be quicker - and more effective.
Given that, and the fact that all responses from BA Customer Services are oleaginous in the extreme, you might be advised to send your message to Email God - Your Prayer in the Cracks of Wailing Wall: Send a Mail to God
I know this is not BA Customer Services, but the response time from the URL quoted above might be quicker - and more effective.
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Hi.
Don't know if I will be able to help, but if you can give me a clue as to the type of query, i might be able to make a suggestion. Feel free to PM me if you dont want to post it on forum.
BAATW
Don't know if I will be able to help, but if you can give me a clue as to the type of query, i might be able to make a suggestion. Feel free to PM me if you dont want to post it on forum.
BAATW
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It relates to my flight booked to depart the day before the last series of strikes which connected to a flight on the first day. BA gave me NO rerouting options other than to travel one day earlier. I also incurred some costs (due to their stupidity, imho). Not a lot of money, but enough. I'm not looking for compensation (in the sense of EC Regulation 261). I did lose a day of my hard-earned vacation, which didn't have to happen had they shown any flexibility.
I'm ex Gold, currently Silver but expect to be soon Blue.
I'm ex Gold, currently Silver but expect to be soon Blue.
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I would write, as in paper and envelope, enclosing supporting documents, and send it registered mail. That forces them to acknowledge receipt and to take it seriously.
By all means address it to WW at BA, Waterside, PO Box 365, Harmondsworth UB7 0GB. WW won't get to see it but it will go higher up than the junio clerks who normally deal with complaints at BA by sending out standard cut and paste replies, and who in fairness are probably overloaded these days anyway.
By all means address it to WW at BA, Waterside, PO Box 365, Harmondsworth UB7 0GB. WW won't get to see it but it will go higher up than the junio clerks who normally deal with complaints at BA by sending out standard cut and paste replies, and who in fairness are probably overloaded these days anyway.
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ExXB,
Apols if you have already explore this route..
Have you tried contacting the exec club direct? If you are a Silver card holder, it should bump you up priority wise to see if they can help. No email address but a phone number i am sure you probably have. 0844 493 0 747.
If you decide to write to CR, then ensure you include your Tier and silver card number. It helps. Make it clear at the top of the letter that your letter is regarding the strikes, it will help get your letter sent to the correct queue first time round. As Capetonian suggests, include as much detail as is actually relevant, and your receipts for expenses. Take copies and keep them. Feel free to send registered/recorded for additional security that it has arrived. Please be aware, that there IS a longer than usual response time at the moment as a result of both the strikes and the volcanic ash, so you may not get an acknowledgement of receipt even with a signed for letter even if you demand one. You will know it has been received however. It is frustrating waiting for a reply, but they are doing their best- there have even been additional staff of all grades drafted in from other departments and trained, in order to help deal with the Volcanic ash claims as quickly as possible, which is helping the rest of the CR staff deal with strike correspondence.
Capetonian, i'm sorry if you find letters from CR oleaginous. But having had letters back from a number of other airlines, i'd prefer that to dismissive and bluntly rude!
BAATW
Apols if you have already explore this route..
Have you tried contacting the exec club direct? If you are a Silver card holder, it should bump you up priority wise to see if they can help. No email address but a phone number i am sure you probably have. 0844 493 0 747.
If you decide to write to CR, then ensure you include your Tier and silver card number. It helps. Make it clear at the top of the letter that your letter is regarding the strikes, it will help get your letter sent to the correct queue first time round. As Capetonian suggests, include as much detail as is actually relevant, and your receipts for expenses. Take copies and keep them. Feel free to send registered/recorded for additional security that it has arrived. Please be aware, that there IS a longer than usual response time at the moment as a result of both the strikes and the volcanic ash, so you may not get an acknowledgement of receipt even with a signed for letter even if you demand one. You will know it has been received however. It is frustrating waiting for a reply, but they are doing their best- there have even been additional staff of all grades drafted in from other departments and trained, in order to help deal with the Volcanic ash claims as quickly as possible, which is helping the rest of the CR staff deal with strike correspondence.
Capetonian, i'm sorry if you find letters from CR oleaginous. But having had letters back from a number of other airlines, i'd prefer that to dismissive and bluntly rude!
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BAAlltheway
'oleaginous' is not a word I would have used in this context (if only because I'd have to think fairly hard about how to spell it!). Better descriptions of letters I've had from them would be :
It is primarily because of the way that they responded to complaints I made in the past that I now boycott BA. Your loyalty to your employer is admirable but I fear they do not deserve it and I doubt if it will be rewarded. Unless you are WW under cover!
'oleaginous' is not a word I would have used in this context (if only because I'd have to think fairly hard about how to spell it!). Better descriptions of letters I've had from them would be :
- vacuous
- evasive
- pointless
- dishonest
- insulting to my intelligence and knowledge of the industry
- irrelevant
- unhelpful
It is primarily because of the way that they responded to complaints I made in the past that I now boycott BA. Your loyalty to your employer is admirable but I fear they do not deserve it and I doubt if it will be rewarded. Unless you are WW under cover!
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Apologies
Capetonian.
You are totally correct. It is entirely my error in ascribing that description as being from you. Hands up. I sincerely apologise.
I also apologise that it seems the contact you have had with that department has been less than satisfactory. I would love to think that the airline was above reproach, but sadly, i recognise that is not always the case. You are correct in that i AM an incredibly loyal employee, who used to be in a customer contact role, which is why i do take it personally when customers are unhappy with interactions and service. I wish i could be in every department dealing with every customer so i could give the service that i think BA can offer when its on top form, but i cant.
I'll just have to do my best in the job that i do do, and hope that the many other BA staff who i know feel the same way, do what i would do.
And no, i'm not WW! (phew!)
BAATW
You are totally correct. It is entirely my error in ascribing that description as being from you. Hands up. I sincerely apologise.
I also apologise that it seems the contact you have had with that department has been less than satisfactory. I would love to think that the airline was above reproach, but sadly, i recognise that is not always the case. You are correct in that i AM an incredibly loyal employee, who used to be in a customer contact role, which is why i do take it personally when customers are unhappy with interactions and service. I wish i could be in every department dealing with every customer so i could give the service that i think BA can offer when its on top form, but i cant.
I'll just have to do my best in the job that i do do, and hope that the many other BA staff who i know feel the same way, do what i would do.
And no, i'm not WW! (phew!)
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FWIW I have been chasing BA customer services through the Silver Exec Club phone number for my refund of a fully flexible business class fare of over £5000 for a flight on April 17 which which BA cancelled (rightly) due to the volcanic ash cloud. Each time I call I am told that my refund is just about to be made.
In my book holding on to my money for over two months is a act of theft. BA corporate extol the virtue of their positive cash balance. Unfortunately it would seem that, based on my experience, most of that money strictly isn't theirs.
In my book holding on to my money for over two months is a act of theft. BA corporate extol the virtue of their positive cash balance. Unfortunately it would seem that, based on my experience, most of that money strictly isn't theirs.
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BAAlltheway When I read comments such as yours I feel that there may yet be some hope for the airline. I have friends who work for BA who are hardworking and diligent and who love the airline and its customers. I have met BA staff who still have the old attitude. It's a pity that the face of BA is so different.
Haven't a clue A friend of mine voluntarily cancelled a O/W full economy ticket LON-JNB, on the BA website. The credit hit her Visa card account 4 days later. Why yours is taking so long I cannot imagine, as the process is automated.
Haven't a clue A friend of mine voluntarily cancelled a O/W full economy ticket LON-JNB, on the BA website. The credit hit her Visa card account 4 days later. Why yours is taking so long I cannot imagine, as the process is automated.
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Havent a clue,
How have you asked the refund to be made? CC or cheque?
Unfortunately due to the unprecedented numbers of people claiming for volcanic ash expenses etc, there is a longer wait than usual, as it is impossible to get through the sheer numbers of payments waiting as quickly as normal despite drafting in extra staff from other departments and paying overtime to the regular staff to do more hours. I don't suppose their is any reason for you to believe me, but i am totally genuine when i say that any delay in processing refunds is not through ill intent or slipperiness, it is just the physical time it is taking to get through the huge queue waiting to be processed. I believe it has been up to 8 weeks. Not good enough, but they are going as fast as they can.
I really apologise that you are being kept waiting.
How have you asked the refund to be made? CC or cheque?
Unfortunately due to the unprecedented numbers of people claiming for volcanic ash expenses etc, there is a longer wait than usual, as it is impossible to get through the sheer numbers of payments waiting as quickly as normal despite drafting in extra staff from other departments and paying overtime to the regular staff to do more hours. I don't suppose their is any reason for you to believe me, but i am totally genuine when i say that any delay in processing refunds is not through ill intent or slipperiness, it is just the physical time it is taking to get through the huge queue waiting to be processed. I believe it has been up to 8 weeks. Not good enough, but they are going as fast as they can.
I really apologise that you are being kept waiting.
If I may just add an aside - in February we flew to Tampa with BA and just after landing my wife developed severe food sickness symptoms [I will spare you the details]. The timings were consistent with the main food service on our flight.
On our return to the UK we complained by e-mail [3 times and counting] about my wife's sickness and we are still to receive a specific reply and explanation.
I know BA has problems at the moment, but the customer service department is not helping the corporate image!
I accept that we are not frequent fliers but BA's response [or lack of] has meant that our future long-haul flights are with other carriers.
On our return to the UK we complained by e-mail [3 times and counting] about my wife's sickness and we are still to receive a specific reply and explanation.
I know BA has problems at the moment, but the customer service department is not helping the corporate image!
I accept that we are not frequent fliers but BA's response [or lack of] has meant that our future long-haul flights are with other carriers.
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Thanks..
When I read comments such as yours I feel that there may yet be some hope for the airline. I have friends who work for BA who are hardworking and diligent and who love the airline and its customers. I have met BA staff who still have the old attitude. It's a pity that the face of BA is so different.
I hope you give us another chance.
Thx
BAATW
(ps, apols if i made you heave!
)
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Why yours is taking so long I cannot imagine, as the process is automated.
If Havent a Clue's refund was initiated via BA.com, and is still missing, then you are right, i would be worried as to why it was taking so long.
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Wowzz
At the risk of being a one-person apology machine, sorry you have been let down by the response time to your complaint. Threatened strikes, strikes and Ash are all reasons why it might have taken so long, but they are no excuse.
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BAalltheway Thanks for the comments. The booking was indeed made on BA.com, but I had checked in online before the flight was cancelled. Options usually available before checking in such as rebooking or cancelling are then disabled. I changed the booking over the phone and then, when the rebooked flight on April 17 was cancelled, I cancelled the whole booking again over the phone. I have assumed that the refund would be made to my (BA) Amex card used for the booking.
So I agree that cancelling on BA.com would have generated an automatic refund (I cancelled £15k of tickets this way a year or so ago with no problem). But because I was forced to use the phone, my refund is at the behest of a human. And we are now at 9 weeks after the event.
But this is a simple refund - a total cancelation; no compensation sought whatsoever. Yet.
So I agree that cancelling on BA.com would have generated an automatic refund (I cancelled £15k of tickets this way a year or so ago with no problem). But because I was forced to use the phone, my refund is at the behest of a human. And we are now at 9 weeks after the event.
But this is a simple refund - a total cancelation; no compensation sought whatsoever. Yet.
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Havent a clue.
I dont have access to the system all the time, but if you wanted to PM me with a case number or booking reference, I could try to have a look next time i'm able, just to make sure it is just delay, and not a problem.
BAATW
I dont have access to the system all the time, but if you wanted to PM me with a case number or booking reference, I could try to have a look next time i'm able, just to make sure it is just delay, and not a problem.
BAATW
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Online Cancellation Available?
It's interesting to read that some pax are able to use BA.com to cancel flights. Certainly it's not available to me. Despite having originally booked on BA.com, all those options are greyed out. This obliges me to cancel by phone, which doubles the price.
After I'd been assured that the dates I was being offered for rebooking a strike blighted flight, could be changed later, I find that the reality is somewhat different. When I phoned the Exec Club I was told "£60 to change dates + extra flight costs, no refunds, and you're only allowed 1 change". Just those words and in quite an abrupt way too. Tried emailing....4 days later the mail comes, and suggests I phone them
I've had some exchange of mails with Consumer Direct who have given me a case number and quoted the applicable law, if I fancy taking BA to the Small Claims Court over breach of booking contract.
It's probably just cheaper for me to book and fly with other carriers in future, it was not an expensive flight, and nowhere near the value that Haven't a clue is chasing
After I'd been assured that the dates I was being offered for rebooking a strike blighted flight, could be changed later, I find that the reality is somewhat different. When I phoned the Exec Club I was told "£60 to change dates + extra flight costs, no refunds, and you're only allowed 1 change". Just those words and in quite an abrupt way too. Tried emailing....4 days later the mail comes, and suggests I phone them
I've had some exchange of mails with Consumer Direct who have given me a case number and quoted the applicable law, if I fancy taking BA to the Small Claims Court over breach of booking contract.
It's probably just cheaper for me to book and fly with other carriers in future, it was not an expensive flight, and nowhere near the value that Haven't a clue is chasing
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When I last flew BA to BCN I had a valid complaint about their 'express' check-in in Spain. I mentioned it to one of the cabin crew who was apologetic and gave me a customer comment form to fill in onboard the aircraft. She came and found me later to get it back once I had wrtten my complaint - excellent onboard service I thought.
A couple of weeks later I received a very apologetc reply from BA along with £150 of vouchers off my next flight with them (£50 each per person). Cracking service and most unexpected gesture with the vouchers. Sadly I never got to use them as the flight I booked to Florida was never taken to due a divorce... but that's a different story.
A couple of weeks later I received a very apologetc reply from BA along with £150 of vouchers off my next flight with them (£50 each per person). Cracking service and most unexpected gesture with the vouchers. Sadly I never got to use them as the flight I booked to Florida was never taken to due a divorce... but that's a different story.