Can someone help me decipher this comment/response from CR. It related to travel on SYD-SIN-LHR-SIN-SYD where the final leg was cancelled by BA (11-15) and I was rebooked in J on SQ (SIN-SYD). BA have agreed that it is 261 and have paid out the delay, but looking at the downgrade compensation, after 4 months they write..."As per our investigation, please know that the alternative flights offered to you in lower cabin was accepted. Please contact our customer support team via chat or call to get applicable refund of the difference in fares as per flight disruption."

Yes I accepted the lower cabin (J) as that is all that was offered. It was either that or wait 24 hours.

So my questions are
- Who is the customer support team? And what do I tell tell them - i.e. where are the applicable notes that I should refer to, or can they access to the CR case number. In my experience CR has paid this out in the past - why am I jumping through more hoops?
- applicable refund for fare difference as per flight disruption, does this include the 75% disruption or is just saying they will pay the fare difference without downgrade compensation? i.e. that there is some wording in that I "accepted" the lower class that denies me compensation? Or am I over reading/suspicious?
- It was a GUF I-A so they may claim there is no fare difference. I have already won, one case where BA claimed the GUF had no value, but it s painful.

Cheers,

KF