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Credit where credit's due---BA

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Credit where credit's due---BA

Old 17th Mar 2020, 19:39
  #1 (permalink)  
Thread Starter
 
Join Date: Apr 2006
Location: uk
Posts: 820
Credit where credit's due---BA

We had a return booking for 2 with BA to Warsaw in April, for an Easter visit with our now Polish family. I was wondering how that would play out, how difficult would it be to get a refund etc etc.

Got an unsolicited email from BA today saying flight still scheduled to operate, but if we want to, we can ask for a voucher instead, for travel on BA, for the same value as the tickets we bought, must be used within 12 months.

"Click here to get the voucher" it says, so I did. Filled in name and booking ref, clicked Submit. Up comes an acknowledgement and a promise of the voucher within 7 days.

Now I call that fantastic service, generous even, super PR and congratulations all round.

Let's hope we're still standing to use the voucher when the opportunity returns.
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Old 17th Mar 2020, 19:45
  #2 (permalink)  
 
Join Date: Sep 2010
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Lucky you

Spent six hours trying to get through on the phone with the offer of changing flight dates for free...never spoke to a human..tried same on website again without success.
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Old 17th Mar 2020, 20:09
  #3 (permalink)  
 
Join Date: Feb 2001
Location: The Winchester
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I know the call centres are pretty much a lost cause ATM but you must have been unlucky with the website bp, I managed to action a completely new booking and then go on to trade in a cancelled flight for vouchers in the space of about 10 minutes this evening.
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Old 17th Mar 2020, 20:27
  #4 (permalink)  
pzu
 
Join Date: Jul 2002
Location: N Yorkshire, UK
Age: 72
Posts: 479
Question Good response BUT!!!

Originally Posted by old,not bold View Post
We had a return booking for 2 with BA to Warsaw in April, for an Easter visit with our now Polish family. I was wondering how that would play out, how difficult would it be to get a refund etc etc.

Got an unsolicited email from BA today saying flight still scheduled to operate, but if we want to, we can ask for a voucher instead, for travel on BA, for the same value as the tickets we bought, must be used within 12 months.

"Click here to get the voucher" it says, so I did. Filled in name and booking ref, clicked Submit. Up comes an acknowledgement and a promise of the voucher within 7 days.

Now I call that fantastic service, generous even, super PR and congratulations all round.

Let's hope we're still standing to use the voucher when the opportunity returns.


Good Response from BA, BUT??? By accepting Voucher have you given up rights to REFUND?

PZU - Out of Africa (Retired)
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Old 18th Mar 2020, 09:55
  #5 (permalink)  
Thread Starter
 
Join Date: Apr 2006
Location: uk
Posts: 820
Originally Posted by pzu View Post
Good Response from BA, BUT??? By accepting Voucher have you given up rights to REFUND?

PZU - Out of Africa (Retired)
Yes, of course I have. But we have family in Poland and I'll get the refund in effect when what I paid is deducted from the fare next year. We'll go as soon as BA restarts WAW services and Poland is open for visitors again.

This won't work for everyone, of course. But I think the unprompted offer was excellent service. If BA get to use my money as working capital while they struggle to survive I don't begrudge it. The alternative to BA on the WAW route is LOT, or, God help us, Ryanair. I might have many issues with BA, but none that makes me want to use either of those.

By the way; I wouldn't want to test those "rights to REFUND" that you mention. I'm no lawyer but in the today's circumstances you may find that you are more dependent on goodwill than on an unassailable legal "right" to a refund. If you have not accepted the voucher offer you may find a lack of sympathy when you demand a refund instead.

Last edited by old,not bold; 18th Mar 2020 at 14:18.
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Old 24th Mar 2020, 10:28
  #6 (permalink)  
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Join Date: Apr 2006
Location: uk
Posts: 820
I think my opening post is a case of "spoke too soon".

Last week I began to get a series of text and email messages either with information about the flights, or informing me that our flights had been cancelled. Hmmm.......slightly alarming as we had taken the voucher option some days earlier, thereby cancelling the booking, I would have thought.

The last of these, on Friday 20th March, announced that the flight had been cancelled.

Then on Monday there came an email about how BA is looking froward to welcoming us aboard the flight, followed quickly by one announcing its cancellation, then 2 texts saying the same, then an email about how BA is looking forward to welcoming us ...etc.

I know times are difficult, and we all need to be be tolerant, so I'll just wait to see if the vouchers arrive...........they said 7 days, and it's 7 days today but I imagine that they are totally overwhelmed.
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Old 24th Mar 2020, 14:49
  #7 (permalink)  
Son of Slot
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I think the simplest is to quote PAXboy in another thread:
Every company is reaching for the rule book. Unfortunately, the rule book is out of date ... We are in unprecedented times and staff have really only got the rule book. Events are moving so fast that the folks at the top of the ladders (corporate and govt) are unable to keep up and give sensible instruction to those all the way down the ladder.

99% of mgmt (of all types) have never experienced this before and most have not read their history - so they were not expecting a pandemic.
Do stay 'in the cabin' as there may be other things we can discuss during the closed season.
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Old 24th Mar 2020, 15:24
  #8 (permalink)  
 
Join Date: May 2000
Location: SE England
Posts: 574
My experience recently not so brilliant: BA quickly agreed to a refund and amount before any of this kicked off in January. Great stuff!. Unfortunately the monies were never returned so I chased in in February. They said "refund would be with us soon". Early March they said refund would be with us soon and that there was no need to correspond further because cheque's in the post. Of course it is now impossible to get hold of BA in any way and because they have already agreed to pay it seems difficult to find another way to escalate this - most options would seem to be about getting the agreement, not chasing the debt. They have also not responded to Twitter. Any ideas?
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Old 24th Mar 2020, 18:02
  #9 (permalink)  
 
Join Date: Dec 2005
Location: Isle of Man
Posts: 583
I was heading to HK when the Icelndic volcano went bang, shut UK airspace and the flight was cancelled. I called BA and rescheduled but airspace was still closed and the new flight was also cancelled. I called BA again and arranged a refund. You can imagine how long the wait times to connect were. After 2 months it had still not appeared, and I posted the question of how long was the norm right here on PPRuNe. Within a short time I had a PM from a really nice person who worked for BA and was also active on the site. She said she would investigate on for me. And within a couple of weeks the money was back with me.

Not helpful to you (unless someone who is reading this can intervene for you) but demonstrates how BA systems can leave you in limbo.
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Old 25th Mar 2020, 08:24
  #10 (permalink)  
 
Join Date: Oct 2018
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Originally Posted by Dan Dare View Post
My experience recently not so brilliant: BA quickly agreed to a refund and amount before any of this kicked off in January. Great stuff!. Unfortunately the monies were never returned so I chased in in February. They said "refund would be with us soon". Early March they said refund would be with us soon and that there was no need to correspond further because cheque's in the post. Of course it is now impossible to get hold of BA in any way and because they have already agreed to pay it seems difficult to find another way to escalate this - most options would seem to be about getting the agreement, not chasing the debt. They have also not responded to Twitter. Any ideas?
Small claims Court - doesn't cost much for you but gets their attention (in normal times)
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Old 5th Apr 2020, 13:45
  #11 (permalink)  
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Join Date: Apr 2006
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Just to round off the story started in Post #1, I got an email today saying;

Booking Reference: XXXXXXX

Dear Mr Old Not Bold
Thank you for contacting British Airways, please find below your voucher code(s). This is for the value of what you paid for your original flight.
125-nnnnnnnnnnn
This voucher can be used as part payment towards a future booking. It must be redeemed for travel on flights taken within 12 months from the date of the first flight in your original booking.
When you wish to make a booking in the future, please phone the British Airways contact centre. They can redeem the voucher against a future booking.
Please visit our website for more information about the voucher and how to use it.
Warm regards,
British Airways Customer Service
So that was worth waiting for. Many thanks, BA. Strangely, an email sent 12 minutes earlier said;

Booking Reference: ?XXXXX

Dear Old not Bold (no Mr this time),
Thank you for contacting British Airways. Unfortunately, your booking is not eligible for a Future Travel Voucher because the booking reference provided has not been recognised. Please check your booking reference.
We apologise for the inconvenience.
Warm regards,
British Airways Customer Service
But I guess we can put that down to understandable confusion in difficult circumstances, and just ignore it.
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Old 21st Apr 2020, 08:28
  #12 (permalink)  
 
Join Date: May 2000
Location: London, UK
Posts: 337
Congratulations.

I have a return ticket to Italy, both flights cancelled.

I cannot rebook on line: 'please call us'

To get a refund I have to call them. And of course I cannot get through.

It's not about customer service, it is about conserving cash.


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Old 21st Apr 2020, 14:39
  #13 (permalink)  
 
Join Date: Apr 2002
Location: Surrey, UK ;
Age: 67
Posts: 951
Has anybody liberated any cash from BA ?

We were due to fly BA LGW to Alicante for Easter, the flight was cancelled on 20 something of March, I got on the BA website, I was offered a voucher .. I don't want it I want my cash [the same stuff I gave them via Barclaycard in October 2019 for the flights] their website says if I want cash I have to ring. Every time I ring I am told they are too busy to deal with me and which ever option I select they cut me off.

Having trawled around their website [directed by metro.co.uk] I eventually found a "cash refund" page on their website. I filled in the on line form on 28 March. Subsequent calls elicited a recorded message that I have to give them 14 days to refund. It's now 21st April - 23 days later. I still get cut off - whatever option I select - when I phone.

Next move is a message to Barclaycard. Anybody had any more success ?
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Old 21st Apr 2020, 16:22
  #14 (permalink)  
 
Join Date: Aug 2006
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If you paid via Barclaycard, and if the bill was £100 or more, just ring Barclaycard and launch a section 75 claim.
I did this via Amex and they had the money in my account in no time.
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Old 21st Apr 2020, 18:03
  #15 (permalink)  
 
Join Date: Jul 2000
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Originally Posted by old,not bold View Post
But I guess we can put that down to understandable confusion in difficult circumstances, and just ignore it.
Just bear in mind that this is not a voucher in the normal sense - it is really just a credit note to the value of your previous flights. You should find the the 'voucher' number is the same as the original e-ticket number. Keep those emails safe and keep copies of the original booking confirmation for when you come to rebook. There is rumour of these being usable for online bookings but at the moment they can only be used on the phone.

BA's IT is notoriously fickle - we have had flights cancelled, which still appear in my bookings, and even flights which have been cancelled, and where we've had the refunds, and yet still get the pre-flight emails and even been invited to check-in - for non-existent flights!
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Old 21st Apr 2020, 19:38
  #16 (permalink)  
Paxing All Over The World
 
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At the risk of defending BA and others - NO company of ANY size has EVER had to deal with this situation. No company plans systems on having to refund hundreds of thousands of fares, ebsuring that each is properly documented and accurate. Then consider how many staff are NOT able to work from home as their office systems may not be accessible or their offices have desk and call answering stations too close together. And so on.
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Old 21st Apr 2020, 20:28
  #17 (permalink)  
 
Join Date: May 2000
Location: London, UK
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Except EasyJet, who automatically refund within hours after cancelling a flight.

its not hard if you want to do it.

BA have made it very hard because they donít want to do it.
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Old 22nd Apr 2020, 12:42
  #18 (permalink)  
 
Join Date: Apr 2002
Location: Surrey, UK ;
Age: 67
Posts: 951
I don't think "fickle" is the term I would use for BAs IT. Ramshackle, not joined up, illogical and probably badly programmed and managed feel more like it.

I too got check-in reminders for the flights that had been cancelled, which sent my wife into an apoplectic rage with "insult to injury" being the mildest thing that could be said.

BA have been sliding down a slippery slope for years and the arrogance of thinking that I'll deal with them again, where I have a choice, is staggering.
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Old 22nd Apr 2020, 17:00
  #19 (permalink)  
 
Join Date: Jul 2000
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Well, yes, BA's IT has always been poor - which is not helping them right now. Processes which have to be done on the phone, like cancellations and even use of the so-called vouchers, would considerably help BA themselves if they could be actioned online.

In answer to your points at post #13 - yes we have had cash back but only after some time and a bit of further prodding - all of which adds to their already overloaded contact centres. We have had cancelled avios flights (which are cancellable anyway) where we have had to chase up the cash portion of the refund, and we have had a 'holiday' (ie a package of flights plus hotel) cancelled back on 21 Mar for which we have only just had the refund - so it is very variable but the advice over on FlyerTalk from the experts, and even some BA staff who have contributed, is that you will get it but it may well take a lot more time than normal - where normal is not always quick!

As for bookings staying on the system, I was more concerned about being treated as a no-show and/or appearing to security systems as planning to travel, against the restrictions that are in place. One of our flights was to the US and there are reports of people having their ESTAs cancelled, apparently because they still appeared to be travelling despite the flights having been cancelled.
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Old 22nd Apr 2020, 17:27
  #20 (permalink)  
 
Join Date: Mar 2008
Location: UK
Posts: 21
After 4 attempts over 5 days resulting in going through the menuing system and being told too busy to take your call and line going dead....I managed to get through after a 10 minute hold with the rather pleasant orchestral version of Delibes Lakhme Flowers Duet playing as background hold music.
Spoke with a very helpful geordie lad who dealt with my refund request efficiently. Emailed acknowledgements in my in box within seconds and money refunded to my Amex card within hours.

A things considered...not a bad experience.

Seer
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