Originally Posted by
ORDPLATAA
Somehow I feel getting my compensation will be a struggle:
1. Flew YVR-LHR on May 26th
2. Arrived May 27th to find onward LHR-JNB flight cancelled. Secured hotel in London, saved receipts for HEX, Meals, Hotel
3. Rebooked and flew LHR-JNB on May 28th and then completed rest of journey.
4. Returned to US on May 30th
5. Submitted claim on June 1st with receipts for expenses and for EC261
6. Spoke to representative June 9th and agent confirmed receipt of
documents and all of the amounts I had entered. Said it would be a few more days and they are trying to complete process as quickly as possible
7. Yesterday (June 14th) I receive an email from BA Customer service with a new case number responding to an email (that I didn't send) and asking me to resubmit all of the documentation. I mean, really, why wouldn't they just cross reference the booking number / ticket number that I provided on EVERYTHING before asking me for information as if I hadn't done anything. Responded back with the two pending case numbers asking them specifically what they need for me to do. I am not going to resubmit everything and then have to wait another two weeks nor do I want to "double submit" on claims and then get it caught up and have them think I am trying to defraud them.
Still have no idea how some folks have been making a single phone call and getting their reimbursements back in 3-4 days.
Grrrrr.
Spoke with Customer Service Rep this morning, she stated that the it was odd that there was a third case opened. After a little digging, it seems to be related to a customer service complaint i submitted regarding the YVR Galleries Lounge and not being granted access on my trip. They most likely saw that my record involved the IT Outage and just issued the form email. The agent I spoke with could see that they had merged both existing case numbers into the new case number and that all of my receipts were in the file and all of the required information was filled out. She had no idea why the new case number was created or why they didn't bother to check the other two files for the supporting documents. Anyway, she was sending an email to the other agent to have him pull over the pertinent data (she gave the name of the person who was listed in the email I received). She said it would take 3-4 days and I should hear something by middle of next week. I asked if the clock for getting my reimbursement would start over again since this new case number seems to be dated June 14th and she said no.
I understand that they have an ungodly amount of claims to process - just want to put this episode behind me.