Originally Posted by
JAXBA
The MMB refund function should not have been removed. It really shouldn't. Many of the straightforward refunds would have gone through automation, and the backlog would not be so great.
There are however, lots of refund types that do need a human to process. They just do.
Surely the purpose of the button removal was to create the backlog and hold onto the cash. Human intervention on more complex ones I understand. But staff would be more likely available for those if the straight forward ones were automated. I can't think anyone outside of BA management thought the automated refund removal for cancelled flights was a good idea.