(tl;dr: overcharged on an Avios redemption, I'd like it fixed please.)

We took a trip to visit family in Glasgow over Easter, and when I booked it, the most convenient way to get back was with BE to SEN. (Not quite as convenient for us as LCY, but I'll take it over STN any day of the week)

I tried an Avios booking, but no dice - BA.com showed availability but just threw up an error, and avios.com didn't work at all.

So I called, and made the redemption... and then realised they'd missed off my son.

Next evening was an hour long phone call to cancel and rebook - though they couldn't get it to ticket, and had to take manual payment details.

I'll save a few boring details (like how it took three phone calls to get the first booking refunded, and prompt them to actually issue the tickets), but they did issue the ticket eventually.

On one of the calls, I queried the taxes I was being charged, which appear to include APD for my 3-year old daughter. The answer I got was that the taxes looked "about right", and when I pointed out that that's bit necessarily the same as being right, was dismissed with a 'computer says no' kind of response - if I wanted the tickets issued, I'd just have to go along with it, as there was no way to change it.

I was resigned to giving up on the £13 I'm pretty sure I've been overcharged, but then noticed they'd deducted the Avios twice. So off I go to the Customer Relations form, thinking it would be a good way to get it sorted - complaints departments generally being good at this kind of thing.

It took then over a month to get back to me (they're busy don't you know), and then only replied to the bit of my message where I'd mentioned one of the phone agents being rude; and completely ignored the bit at the end where I gave them my preferred resolution (refund the excess tax, give me my 14k Avios back, and maybe chuck some more my way as compensation for wasting my time). Maybe they were hoping I'd be happy with the warm fuzzy feeling from the fact they'd not only wished me a good trip on my next flight, but had taken the time to mention the destination by name.

It's two weeks since I wrote back to them. Other than waiting another two, is there any way to chivvy them along a bit?

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