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Used Avios points for an October, 2023 trip from US to Japan. Wife became seriously ill just before the departure date and she couldn’t travel. Flights were on One World partners - American Airlines & JAL. Couldn’t cancel reservation via the partners - American & JAL. Both directed me to BA to cancel. All this happened after hours in my time zone. Made multiple attempts to call BA to cancel but either no one picked up after very long waits or the call centre where my call was routed was closed. I finally reached a human at BA at +/- 22 hours prior to departure time & was told when I canceled that I lost all my Avios points because I was within the 24 hour cancel window. Appealed online. I waited months for an answer & finally got a robo response saying BA’s position regarding the Avios forfeiture was unchanged because “I chose to cancel.” My wife was so ill she couldn’t have possibly traveled. It appears my letter describing the situation, the doctor’s note etc. was unread. This has crushed my respect & preference for BA.
Claimed loss: Forfeited Avios points.
Desired outcome: Would love to get some/all the Avios points back.
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Cut ties with British Airways and take your business to an airline that values its customers. Use your experience as a lesson to choose companies that have a clear, fair policy for emergencies. Always prioritize airlines with good customer service and flexible cancellation policies. Move on and don't give BA another chance to let you down.