I made a booking with a Manchester agent 1 month ago, who was really helpful. He told me my wt ticket is uua to wtp. He told me he has put a request in for rev mgmt to open up availability.
As soon as the booking was made, my surname was spelt incorrectly. Fine, I emailed the agent we spoke on the same day, the next day and I had to follow up myself with India to ensure this was corrected, although my surname is stored in my baec profile. This has never happened before. Then I was getting an error message on ba.com saying my booking is locked, I reached out to the agent, gold line and twitter none of which could help. When I told twitter how can you apply the 24 hour cooling off period when I can't access my booking they were non-responsive and stated we can just cancel it?
Then I found out a few days later the agent mis-advised me and the selling class was ineligible for uua. I complained, promised multiple call backs, nothing. Complained on twitter, they stated they would need to retrieve the calls. They called me back to say it issue with playing call recordings blah blah. Then they retrieved calls, the agent in twittr said the sales agent did not mis-advise you, I insisted I speak to the manager who listened to the call. The manager was apologetic and called me the next day as well, I stated I would want a full refund due to the whole drama. She would not budge on a full refund, she said any non-refundable amount in a form of an e-voucher as a gesture. When I pointed out to her I don't deem my contract to be valid due to the misrepresentation of the agent, a point re misrep which she agreed to she still would not budge but advised if I decided to cancel she can escalate complaint as I had asked for this to happen. A call back with her arranged, never happened. Twitter messages ignored, others saying I cannot speak to a manager. Manager in Manchester also arranged call back failed, I called we end up getting into an argument as I told him his colleague made clear he will be calling me between 5-6pm why no call? His response very dismissive I've been in meetings. I ended up putting the phone down as he advised me he hadn't yet looked into it despite being one month.
Got completely fed up, although the ticket class was upgraded to N class, I don't feel they done enough despite complaining about the misinformation they tried to blame me and later admitted that was inappropriate. After a 1 hour and 10 min conversation with India, they have offered to refund the whole amount, no email confirmation but the manager allowed me to record the call. As a gold member, its really irrelevant but I feel BA are going out their way to be obstructive. The manager in social media went on about how they want to restore my confidence but ignored we had arranged to speak and done nothing for me.
What would you do next to pursue further? I am minded to ask for a deadlock letter for CEDR. Although I have never used the service. I am just beyond annoyed as this should of been dealt with urgently. I have cancelled and rebooked with star alliance.... who I am in the process of fingers crossed getting a status match.