Originally Posted by Will100

Interesting data point…

I had a BA Holidays FTV from a cancelled trip which I used to credit against a new holiday for less than the original value. I paid in full and replied to the email as instructed to get the payment refunded.

They appear to have credited my card with this amount and also, to my surprise, refunded the balance. I had expected to have the remaining £2k as an adjusted voucher.

Is this a mistake or a strategic decision to ease call centre handling? Or possibly an accounting or cash flow decision.