Originally Posted by
pomkiwi
An update. I submitted a complaint through BA's website on 22nd July. A claim reference number was generated although the automatic acknowledgement e-mail at the time of submission was not sent.
I've heard nothing further and when tracking the status of the complaint it is shown as being in the queue with the ususl disclaimer that BA are working through a huge volume of cases (no comment).
Are there any views on how long I might expect to wait for a response or alternatively what the best route to escalate is given their failure to respond?
Thanks
Further update:
Checking on Ba.com tells me that the complaint is now closed and an e-mail has been sent to me. As with the initial acknowledgement e-mail the closure email has not been received (my e-mail is correctly recorded and spam folders don't have it). MMB still tells me that I can cancel before the first flight for a cost of £150 each way but attempting to do so shows a charge of £3000.
I called You First and spoke to a helpful agent who could find the complaint record but told me that there was no indication of a decision or e-mail being sent. She has promised to look into it with the customer relations team and call me tomorrow.
Why is it that dealing with BA is like pulling teeth and the overriding impression is of a company that has it's main mission to annoy its customers in any way way possible???