British Airways accused of snubbing refund request

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BA website screenshot Image copyright Lesley Anderson
Image caption British Airways advised Lesley Anderson she had accepted vouchers even after she submitted this screenshot of its web site

A British Airways passenger was refused a refund for a cancelled flight even after she despatched screenshots of the airline’s web site exhibiting the choice of a voucher was not talked about.

Lesley Anderson says a voucher was issued “automatically” after she chosen “Cancel and refund flight”.

She is the newest particular person to accuse the airline of deceptive its clients.

British Airways has stated there may be “no way” that vouchers might be issued with out clients requesting them.

Ms Anderson, from Irvine in Ayrshire, had been as a consequence of fly from Glasgow to London to have fun her birthday, however disruption attributable to the coronavirus pandemic meant her flights have been cancelled.

An e mail from BA included a hyperlink that took her to the “Manage my booking” part of its web site, the place she was introduced with two essential choices: to rebook the cancelled flights “free of charge” or to get a “full refund” by cancelling the complete reserving.

‘Gobsmacked’

“I obviously chose the ‘Cancel and refund flights’ option,” she says, “which then took me to the British Airways webpage that said, ‘Thanks for completing your travel voucher application.’ I was a bit gobsmacked.”

“I definitely did not fill in any information about my name, my flights. I did not click submit, nothing like that at all. It just took me straight to that page and it issued me automatically with a voucher.”

Even although Ms Anderson despatched screenshots of the webpage exhibiting that vouchers weren’t listed as an possibility and stated she all the time needed her a refund, BA employees advised her she had accepted vouchers and so they couldn’t be exchanged for money.

Refund rights

Under EU regulation, when a flight is cancelled, passengers are entitled to their a refund inside seven days, though airways can supply to rebook flights or situation vouchers for future travel, if that’s what a buyer prefers.

In Lesley’s case, BA says that she stuffed in an software type and it’s not attainable for its on-line system to situation vouchers with out that occuring.

But quite a few passengers have contacted Radio 4’s client programme, You & Yours, with comparable tales of receiving vouchers which they didn’t need.

The airline has stated it can “always provide a refund if a customer is eligible”.

“Since March, we have provided more than 2.1 million customers with cash refunds and more than 1.6 million with vouchers,” BA stated in an announcement.

“Customers can request vouchers via our call centre, or by filling in details on an online vouchers form, and in each case, they are asked to confirm this before it is submitted.”