Originally Posted by emma69

Hi all, latest update from me at LHR. I joined the virtual call back queue (number on the email they sent me) at 6pm ish yesterday and got a call back at 1:30am to be told ‘oh you are points, let me put you through to them, it won’t be long’. After 6 hours and 15 mins on hold I gave up and am now in a queue to speak to a person at T2.

BEWARE - they are being really sneaky - they hand you a QR code to scan (mumble… to get a refund) and seem most annoyed when I said I don’t want a refund and want to be put on a new flight. But I’m seeing plenty of people doing it.

They are also telling people they are only Allowed a max of 3 hotel nights which is contrary to UK261 as far as I can tell.