Hi

I was due to fly to Zurich on Xmas Day Club Europe. As it was a short trip and I didn't want to chance being stuck at LHR on Xmas Day I decided to take advantage of the option to cancel owing to Snow Chaos and filled out the online form in MMB a few days before.

Two thirds through Jan: still no refund.

Call up, they tell me there is no record of me cancelling. I did cancel I inform them and the lady on the phone tells me she has had quite a few calls like this, where people have cancelled before Xmas but for some reason the system hasn't recorded it. Not to worry she says, so sorry, will get a refund actioned and also send a note to the website team. Annoying, but OK.

A week later: still no refund.

Phone up - speak to a man. He says no record of my earlier call. I sigh, and say OK, so can he action my refund. He can't he says as the system says I didn't cancel. I did cancel I inform him. He says he can't do anything about it and I have to make a complaint in writing as that is the only way I can be refunded. Can I be put through to the team that handles complaints? Nope they are too busy, needs to be in writing. He seemed to insinuate I didn't cancel. I am not happy.

I make a complaint via the online form and get an autoresponder with a case ID. This is 31st Jan. On the 18th Feb still no reply so I chase the ticket. I have still had no reply.

Is this normal? Has anyone any suggestions as to how I can get the best part of £1k (2 people) back off BA?

Thanks


Tom