British Airways / customer harassment
To: British Airways,
I am writing to you (again) giving a brief summary of the harassment I am facing from your company, British Airways in order to receive a refund and compensation of a connecting flight which was cancelled on my way to Paris for my Honeymoon.
We got on a flight from Calcutta – London on 20/Dec/06 with a connecting flight to Paris the same day after a few hours. All flights got cancelled to Paris because of fog.
The BA staffs were very unhelpful and un-cooperative in booking us to another flight. They did not provide us with any meal vouchers or hotel accommodation and told us that we will have to stay in the airport overnight. They were extremely rude and it seemed that they were purposely unhelpful in assisting us with formalities for a temporary visa.
Finally After 8 hours at the airport without anything to eat we finally got visas. Again they were very rude and refused to give us temporary accommodation for the night. One ground staff told us to take the train to Paris and claim the same from BA later.
So lugging our bags we took a train to the station and took the tunnel to Paris.
At the airport we were told that BA had processed the refund for our cancelled flight and it will be credited to my Credit Card automatically.
After we reached India – I send a formal request for a refund online. When I called the call centre they told me they are not able to process anything and it is going to be approved from the UK itself.
Ever since January I have contacted the call centre at least 10-15 times – Each time I have to wait on hold for 20 minutes and half the times I don’t even get through. Each time they tell me that they are sending a request for a refund and it will take 6 weeks to get credited. Each time they gave me a different email address – where when I emailed – the emails used to bounce back!!!
Ever since January I have contacted BA through its website at least 10 times
15/Feb/07 - Please contact your travel insurance company
04/Apr/07 - I have also passed on your details to our refunds team and they will get in touch with you as soon as possible about your ticket refund. I'm afraid I cannot refund the cost of your alternative travel arrangements
10/Apr/07 - We are investigating your case, so there might be a short delay in responding to your email.
17/Apr/07 - I have, though, sent your details to our Refunds Department for the refund of your ticket. They will be in touch with you shortly.
29/May/07 - For the refund of your unused British Airways tickets, I have passed on a copy of your letter and email to our Refunds Department. They will get in touch with you soon
31/May/07 - I have contacted our refunds department in the UK and unfortunately as you bought your tickets in India we are unable to refund the London to Paris tickets which were cancelled. However if you contact the sales office in Delhi which you used to buy your tickets, they should be able to refund this part of your ticket.
The Delhi office refuses to do anything about it as they claim that they “are only a marketing office and that they have no power”!
Not to forget compensation for my alternate travel arrangements, compensation for a lost day of vacation, compensation for a ruined start for our honeymoon, you are pretending that if you refund my ticket you will be doing me a big favor!!
And don’t forget COMPENSATION FOR THE HARASSMENT I HAVE BEEN FACING FROM YOU IN ORDER TO GET MY COMPENSATION!!!
Our 6 month anniversary is coming up – and there is no sight of any progress
And on top of that you pass statements like “I hope this has not deterred you and your wife from flying with us again in the future.”
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