British Airways cancelled our flight from Las Vegas to London (LHR) after waiting for over 2 hours to past midnight. The agents provided printed instructions to all customers to book their own hotel and pay for transportation and submit receipts to BA for reimbursement. Repeated promises were made about how the reimbursements would work and how they would also pay for loss of activities and time at the destination as this was their fault.
When asked the agents why they were not booking hotels as was the norm? the agent said there was a convention in town and not enough staff and time to book hotel rooms for all customers as flight was cancelled around midnight. There were repeated assurances of easy reimbursement once receipts were turned in for hotel, transportation, meals and loss of whole day at destination.
This is the recent response from customer service after receipts were turned in:
Dear Mrs Shroff
Thanks for sending us the receipts for your expenses and bank information. I'm sorry we couldn't reach you by phone.
We're not liable for any consequential loss a customer or third party may have as a result of a delay, so I'm afraid I can't reimburse your hotel, fuel and car hire expenses. We generally direct customers to their travel insurance company who may be able to help.
However, I'd like to contribute towards the meal expenses you had. I’m arranging for 50.63 USD to be transferred to your bank account using the details you provided. You'll receive it shortly.
Thanks again for getting in touch with us. Please feel free to contact us if we can help you any further and we look forward to welcoming both of you on board again soon.
I booked a flight with British Airways for my daughter. During the online booking process I was offered travel insurance which I declined. Two days later I was billed $15.14 for this insurance which I had declined. Phone contact with them led to a runaround and untimately no satisfaction. Apparently their internet booking process has a default setting that issues the travel insurance even when you decline it. Adding insult to injury they claim it is not possible to cancel it once it is issued. I am disputing this charge with my credit card company, but am not hopeful since they usually side with the merchant when the customer gets screwed. I will be using another airline in future for my travel plans.
We bought 2 airline round trip tickets two month ago to Frankfurt, Germany from British Airways via an on-line agency. It was a 1 stop flight both ways. The itinerary was New York – London – Frankfurt and back Frankfurt – London – New York. By the date of the flight we decided to change our plans and just stay in London eliminating Frankfurt.
So we did. The problem occurred on the way back when we showed up at the London airport and learned that all our remaining tickets were canceled. We asked the British airways representatives to help us get back home but they refused to reinstate our tickets saying there was nothing they could do for us. Since we did not continue our trip they invalidated all our remaining tickets. We had no idea such thing could happen since we paid for all the tickets in advance. In other words they stole our money and caused us a significunt financial damage. We had to buy two new full price one way tickets from another carrier to get back home.
British Airways Reviews
British Airways cancelled our flight from Las Vegas to London (LHR) after waiting for over 2 hours to past midnight. The agents provided printed instructions to all customers to book their own hotel and pay for transportation and submit receipts to BA for reimbursement. Repeated promises were made about how the reimbursements would work and how they would also pay for loss of activities and time at the destination as this was their fault.
When asked the agents why they were not booking hotels as was the norm? the agent said there was a convention in town and not enough staff and time to book hotel rooms for all customers as flight was cancelled around midnight. There were repeated assurances of easy reimbursement once receipts were turned in for hotel, transportation, meals and loss of whole day at destination.
This is the recent response from customer service after receipts were turned in:
Dear Mrs Shroff
Thanks for sending us the receipts for your expenses and bank information. I'm sorry we couldn't reach you by phone.
We're not liable for any consequential loss a customer or third party may have as a result of a delay, so I'm afraid I can't reimburse your hotel, fuel and car hire expenses. We generally direct customers to their travel insurance company who may be able to help.
However, I'd like to contribute towards the meal expenses you had. I’m arranging for 50.63 USD to be transferred to your bank account using the details you provided. You'll receive it shortly.
Thanks again for getting in touch with us. Please feel free to contact us if we can help you any further and we look forward to welcoming both of you on board again soon.
Best regards
Aishwarya Abhishek
British Airways Customer Relations
Your case reference is:13605982
I booked a flight with British Airways for my daughter. During the online booking process I was offered travel insurance which I declined. Two days later I was billed $15.14 for this insurance which I had declined. Phone contact with them led to a runaround and untimately no satisfaction. Apparently their internet booking process has a default setting that issues the travel insurance even when you decline it. Adding insult to injury they claim it is not possible to cancel it once it is issued. I am disputing this charge with my credit card company, but am not hopeful since they usually side with the merchant when the customer gets screwed. I will be using another airline in future for my travel plans.
We bought 2 airline round trip tickets two month ago to Frankfurt, Germany from British Airways via an on-line agency. It was a 1 stop flight both ways. The itinerary was New York – London – Frankfurt and back Frankfurt – London – New York. By the date of the flight we decided to change our plans and just stay in London eliminating Frankfurt.
So we did. The problem occurred on the way back when we showed up at the London airport and learned that all our remaining tickets were canceled. We asked the British airways representatives to help us get back home but they refused to reinstate our tickets saying there was nothing they could do for us. Since we did not continue our trip they invalidated all our remaining tickets. We had no idea such thing could happen since we paid for all the tickets in advance. In other words they stole our money and caused us a significunt financial damage. We had to buy two new full price one way tickets from another carrier to get back home.