I'm hoping for some help. On July 3rd, I went online to cancel my flight from SFO to VIE (set for 7/12 - 7/19). I went to manage my booking, and went through the steps to cancel my booking. I got to the second to last step, where it verifies the information - namely that it is going to deduct $500 from my total purchase amount, and refund the rest, I just need to accept those terms. I did. It took me to a page that said it could not process my request at that time, and that I would need to call.

I called. I waited for an hour. I told someone my story, and he was able to verify (after a long time) that he could see all the screens I had gone through to cancel the flight (including the one that showed I was supposed to receive the total I paid, less the $500 cancellation fee). He sent it off to customer relations. I received an email from customer relations on July 4th, stating that they were going to work on the problem and get back to me.

2 weeks ago (August 4th), I sent another email to customer relations stating that I had not heard anything for over 4 weeks, and really needed a cancellation notice (for my travel insurance, stating the day that I had initiated the cancellation), and the refund that I was told by their system that I would receive. I just received an email 1 hour ago that stated there was nothing more they could do for me, and that I needed to contact the refund department.

Obviously there are several issues here. First, the cancellation notice is very important because my travel insurance company needs something in writing verify the date that I initiated the cancellation. I have cancel for any reason insurance, and in order to use it, I had to cancel over 48 hours in advance. I would have had that form, if their system had been able to process the refund all the way through - the final cancellation page would have had all of the pertinent information on it.

Second, the system said I was entitled to a complete refund, minus the $500 cancellation fee. Customer service, over the phone, told me that it was a non-refundable ticket, and I was only entitled to some of the taxes and fees back (even though he could see the screen I saw, when I was going through the cancellation process under Manage My Booking). I find that odd, because in September of 2013, my husband and I were scheduled to fly (the same route - my best friend lives in Vienna), and I had to cancel the tickets (my dad was in the hospital with a life threatening infection), and I was refunded the entire amount I paid (for my non-refundable tickets), minus the $500 per ticket cancellation fee.

To date, I do not have any documents stating that I initiated a cancellation of that flight on July 3rd, nor any refund at all. I don't think it's unreasonable to ask for a letter or some kind of document stating that the date I initiated the cancellation, and a timely refund, less the cancellation fee. I am very hopeful that either someone can offer me some advice (like who to call, etc), or the ba officials that patrol this forum can offer some assistance. It's been 6 weeks! Also, this was a business class seat, so it's not a small sum of money.

Any assistance would be greatly appreciated. Yes, I have called the main number and the bronze executive club number a few times, but they keep telling me that Customer relations isn't open... come to find out, it's open from 12:30am to 8:30am, California time. So... not super helpful.