Originally Posted by
Rocket Dog
Thanks to all for the advice and feedback. The original letter we sent outlined exactly what we were seeking reimbursement for. Their reply pretty much disregards all of the valid points that we made. We will be happy to go the small claims route out of principal, as will the other group that travelled with us. No-one wants this kind of hassle, we've all got busy lives but in this instance I will plough ahead.
Typical BA cust + paste job. You should always ignore the first reply, as it's usually just this. Let them know you're serious about having your holiday ruined. If you can bear it, call them up, though you'll likely get a recording most of the time stating that customer relations are too busy to take calls (I wonder why...
).
I've never had a good proactive response from BA first time around, aside from when I've asked the CSD to write the report down him/her self.