tristan727

My parents business class flights to Oz on Cathay only got 3 of the 4 sectors credited, so they submitted a claim online...and got this email eventually from BA..

We regret that we cannot credit your Executive Club account as requested for the flight below as we have been unable to find your booking from the information supplied.

Please check the details and submit a new claim if appropriate.

So I double checked all the details for them, with a couple ideas where went wrong with the ticket number and submitted a new claim as was indeed appropriate, and got this response back from their system...

Unfortunately, we cannot process your details until you amend the following errors:

- Your claim can not be submitted as a similar is already rejected by the partner.



eh? My dad got a letter only this week demoting him from Silver to Bronze...he had 470 points removed at the end of the year, so he would have maintained, only just, Silver. Regardless...someone should tell whomever wrote up the email that you can't submit a new claim in fact, or the emailer tell the guy who runs the website that you can.

tristan727

Still nothing credited...despite Cathay saying they forwarded initially the correct info to BA, my attempts to submit a claim...and recently got Cathay to send full info. to BA by fax - they simply don't want to know. I've tried calling a few times - but after 10-15 mins etc. something came up & had to hang up.I can't remember the last time ever that I've called and not immediately been told that BA is experiencing unusually high level of calls...probably 2003 roughly.

JJ42

are you using the 0800 bronze number ? - should be easier to get through. Try 0730 in the morning - also easier to get through.
If they can get the points added successfully then they will reinstate the silver status.

brightstar100

I had a very similar situation where two CX flights did not credit, and I had about five different contacts with BA over the period trying to rectify. I found out:

- That there is an issue with CX flights crediting
- One BA staff member said that around 80% of outstanding One World queries relating to lack of credit are for CX flights
- I was assured that it would be sorted, in the end, because there was ultimately a process that it would go into for unresolved claims

After seven weeks, and various promises, I wasn't too happy. So, I sent an e-mail saying that I believed that the crediting of miles/tier points was one of the basic administrative tasks of an alliance, and that One World was falling short here. I requested a resolution, and stated that if this was not resolved within seven days, I would be writing a joint letter to the CEOs of BA and CX highlighting the issue.

Needless to say, four days later, the correct tier points and miles were credited. I can only recommend that you do the same as me.

corporate-wage-slave

I have to go through this exact and tedious process with Air Berlin. Partner webform, webform rejected as per the first posting, Customer Service webform, wait 6 weeks, then they send it to a specialist BAEC unit, leave it a few weeks, send in new Customer Service webform as a chaser, leave it 2 weeks, then ring up, they are all apologetic, points get added the next day. Twelve weeks end to end, which is rather tedious for almost every Air Berlin flight.

tristan727

Well BA now say it's being processed & should be 14 days from now, I think...i say I think as at beginning of call said was waiting for cathay info, but then said something about having got it.

What is to me absolutely appalling, is even though he has confirmed my Dad should have been, and will be Silver, as soon as fixed...if it's not fixed by their next flight on Oct 8th, then absolutely nothing they can or will do to let them in the lounge, so my OAP parent's will be stuck in a foreign airport lobby for several hours, for no other reason than BA's system stupidly decided they missed the first leg of a LHR-HKG-MEL-HKG-LHR biz-class Cathay flight (how would it even be possible to board at HKG on the ticket if they had done?)...and this was confirmed by the BA exec supervisor on hand...cheers BA for going the extra mile there. Having spent £14grand on my parents last two trip's to Oz myself...I don't think the saving on a sarnie or two & glass of wine the lounge will make, is best business practise...but that's by the by.

p.s. I do appreciate, before anyone points it out...that it's a partner or contracted lounge.

tristan727

Apparently it's now on a spreadsheet to be processed and could take upto 14 days from now, although at the end of call was told to wait a month. I wouldn't mind & would trust this info., were it not for the fact that in the previous 15 mins of the phonecall I was told other info instead, such as 'we're still awaiting info from cathay'....and only at the end was I told this....presumably notes on customer accounts are quite difficult to read.

Anyways it's been 3 months so far, since Cathay faxed the info over & the saga continues. Thank goodness it was the most simplest itinery possible (no multiple airlines or layovers or change of cabin etc.)...as otherwise it could have blown up their mileage computer system thingie.

tristan727

I'm not some spammer or troll...in fact I found to my semi-surprise recently that I'm in the top 200 of all-time posters at flyertalk (had a bit of a travel/forum obsession bout 9 years ago)....so it's with great, heavy heart I have to report that....

Good News
- Finally, as promised, some action was taken on my dad's account, 140 tier points got credited on the 17th of Oct.

Bad News
- The same tier points were removed the same day, no reason given, and the promised miles never appeared, and my dad is BA Bronze still, even though was promised his account would be rectified to Silver.

Can I just ask what it is I or he have done wrong here, would anyone know? I mean, from my perspective...a simple & obvious matter of the 1st leg of 4, to Australia, in biz class, not being credited... should be an obvious one to resolve...take about a minute...but instead it's been many, many months now & have been given false promises all the way along now by BA & am now back to square one. I can't help feeling someone has it in for us & is deliberately doing this...purely coz have posted this on flyertalk. I do miss the BA person on this forum from 8 years ago...she was more than happy to deal with such issues, and presumably took it on trust we weren't wasting her time...now I gather from the stickies we're not meant to bother him or her with these things.

corporate-wage-slave

I would call BAEC tomorrow, and explain that you think "you" should be Silver. There comes a point when the webform can only go so far. The agent will be able to see when you travelled, the membership year and the posting date of the TP.

Then contact Nicci if you get to the end of the road with Customer Services.

TPs do get zero'd at the end of the membership year, so that bit is OK, but then you should have got Silver anyway. It also can take a day or two for status changes to show, but it is now 4 days over that.

Engineering Travel

Looks Like I will suffer the same fate, 4 sectors on CX/KA in 2 days. The last sector did not post, had the claim rejected using KA number by BA, have now resubmitted using CX number. After reading this thread, I don't hold out much hope of automatic posting.

Markagh

My CX & KA sectors posted ok in the last couple of weeks but 7 sectors on LAN are a no show & unfortunately you can't claim them on-line! Looks like I'll need to fax BA with my boarding passes...

CityFlyer99

Had a Kingfisher flight as part of a BA itinerary that was an invol re-route on another carrier last year, which never credited to BAEC in the end. I gave up after 3 attempts...

Swanhunter

No problem with KA flights posting from 2 weeks ago. They took a little bit longer than normal but are all there.

stephem

I recently flew JFK-MAD-PMI on IB on an I fare, all credited fine. For the open jaw return I flew PMI-MAD-ORD-SEA, the final segment on AA metal. Only the middle MAD-ORD segment credited. So I used the online tool and got the same error as the OP. Obviously I entered the right information, ticket # etc but the system rejected it. What is the next step, reenter it or just call in (and endure a likely 30 minute wait)?

corporate-wage-slave

Your two options are to the use the general webform (see Contacts section of BAEC), which then gets scanned by a human rather than a machine - but can be slow to process. Make sure you get the automated reply with the case number on it. Or indeed to call. A staff member mentioned that UK lunch times are a good time to call since there's a lot of staff on duty at that point (early morning State-side).

Using the automated link seems to work best if there is absolutely no entry on your BAEC account for the trip. If there are zeros or wrong Avios or TP the logic seems to be "you've had your wadge, so clear off". It's a nuisance since it often takes a while to dig up all the details.