Originally Posted by
corporate-wage-slave
That's sometimes known as the Complaints Portal, and the fast track to it is
ba.com/complaints
A few pointers on this
1) Like with many areas of BA.com, it relies on cookies developed by dozens of different teams over the years, and so it is prone to technical issues. If you type anything up do a screenshot or text copy before submitting.
2) Some people find it works best is you are not logged into BAEC first time around, particularly with uploading receipts. So sometimes it's best to just identify the booking with PNR and surname. Then later on amend the booking with BAEC information (and in any case the PNR will hold your BAEC number).
3) Take screenshots as you go since while you will get an incident log email after successful completion, you may wonder - sometime later - which bank account number you used for any refunds.
4) It can take a while to get any updates. It's best not to send chaser emails in, however you can use the BA chatbot, in collaboration with the incident number, to see the status / ensure it's not been closed down without you noticing.
5) After 8 weeks and 1 day from submitting to the Portal, it's best to raise a CEDR complaint if the matter is not resolved. This won't speed things up in a direct way, but if it drags on it gives you better control of the following sequence of events.
To keep track of submissions, I like to send a reply to the automated email you get. I change the recipient to my own email address, and add the screenshot I've taken of the form before I submitted (the
Go Full Page Screenshot extension for Chrome is useful here), as well any attachments/evidence. This also provides a contemporaneous record of what you submitted and when, in case you need it down the line.