Originally Posted by
pomkiwi
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???
Hopefully my final update.
The same agent from You First called me twice yesterday and asked for screenshots of the fare cancellation conditions shown on MMB. I also sent a screenshot of the much lower fare I could have got in the sale in July had I been able to cancel having told the agent that this was the reason for my unhappiness. I was told that the issue had been passed to one of the team leaders and that an outcome was 'expected tomorrow'. My heart sank however when I received an e-mail later with a new case number late last night.
Anyway the agent called again tis morning and told me that BA had accepted my point of view and I would be refunded the cost of my original fare less the £300 cancellation charge and the cost of the sale fare in July. I am very happy with the outcome and must admit to being surprised that I didn't have to take it further.
The more general concern of not being able to rely on what is stated for cancellation conditions at the time of purchase of F fares remains however......