BA Failing to Process a Refund
Sep 20, 2014, 1:07 am
#1
Original Poster
Join Date: Mar 2008
Location: North West, UK
Programs: BA GfL (GGL/CCR), Hilton Diamond
Posts: 1,998
BA Failing to Process a Refund
I cancelled a BA trip back in April and I've just realised that BA didn't process the refund - it hasn't appeared on my credit card statement. So BA have had £3,500 of my money for 5 months.
I've rung BA and they have confirmed that the refund was not processed correctly, so they are dealing with it "as a priority". Since I first contacted them a week ago the money still hasn't appeared on my credit card. This doesn't feel like it's being treated "as a priority".
Has anyone else experienced problems with refunds?
I've rung BA and they have confirmed that the refund was not processed correctly, so they are dealing with it "as a priority". Since I first contacted them a week ago the money still hasn't appeared on my credit card. This doesn't feel like it's being treated "as a priority".
Has anyone else experienced problems with refunds?
Sep 20, 2014, 2:58 am
#3
Join Date: Jul 2012
Programs: BA GGL
Posts: 214
I once got called up saying my itinerary had been changed and if I cancelled it'd be for free. I ended up getting the £200 cxl fee withheld and had to chase 3 times - each time they assured me it'd be sorted imminently and wasn't.
In the end they threw some Avios at me too (without me asking...) - think it was about 10k or so Avios for £400 but probably more in recognition of chasing time than monetary value...
In the end they threw some Avios at me too (without me asking...) - think it was about 10k or so Avios for £400 but probably more in recognition of chasing time than monetary value...
Sep 20, 2014, 3:57 am
#6
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Sep 20, 2014, 4:27 am
#7
Join Date: Jul 2007
Location: Hampshire (LHR)
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Sep 20, 2014, 4:38 am
#8
Join Date: Dec 2003
Location: Surrey, UK
Programs: BA Gold....er now Silver...er now Bronze....er now Blue
Posts: 3,507
I cancelled a UUA booking on Thursday morning and somewhat to my surprise the cash was back on my card by Friday.
Maybe it was because it was a cancellation under the 24 hour cooling off rule.
Maybe it was because it was a cancellation under the 24 hour cooling off rule.
Sep 20, 2014, 4:55 am
#9
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The US DOT has fined some USA carriers for failing to process refunds promptly. You might want to check whether the UK or EU have any similar protections for consumers.
Sep 20, 2014, 5:14 am
#10
Join Date: Jul 2012
Location: U.K.
Programs: BA Gold
Posts: 349
I cancelled within the 24 hour cooling off period a couple of weeks ago, was promised within 5 days. Didn't happen so I called Newcastle, they said 5 - 10 days and I then contacted the BA rep on here they chased on my behalf and by magic the money was on the card the next day! Maybe worth a PM to the rep on here !!
Sep 20, 2014, 8:50 am
#12
Original Poster
Join Date: Mar 2008
Location: North West, UK
Programs: BA GfL (GGL/CCR), Hilton Diamond
Posts: 1,998
BA Failing to Process a Refund
I do accept it's a bit remiss of me not noticing £3.5k for 5 months, but I have a very expensive wife in tow so money comes and goes on a regular basis. That combined with director loan transfers between personal and company accounts means if you believe BA will refund some money I tend to trust them to pay it.
At least I picked it up in the end...
At least I picked it up in the end...
Sep 20, 2014, 12:20 pm
#13
Join Date: Feb 2006
Location: EDI
Programs: BA Gold, QF LTG, TK Elite, IHG Amb & HH Diamond
Posts: 233
Yes, BA refunds can be problematic. I often get the "we made a mistake and will send it back to refunds department again..." (starting the 10-12 day refund period again) 
Sep 20, 2014, 12:24 pm
#14
Join Date: Apr 2012
Location: not far from MUC
Posts: 6,620
Tell them if you don't get the refund with X days you'll charge back the original transaction via your credit card provider? (If you have the trail of supporting documents/emails, your card provider will no doubt back you up)
That might focus their mind(s)
That might focus their mind(s)
Sep 20, 2014, 4:07 pm
#15
Join Date: Apr 2010
Location: East Anglia, England
Programs: BA Gold
Posts: 2,056
I do accept it's a bit remiss of me not noticing £3.5k for 5 months, but I have a very expensive wife in tow so money comes and goes on a regular basis. That combined with director loan transfers between personal and company accounts means if you believe BA will refund some money I tend to trust them to pay it.
At least I picked it up in the end...
At least I picked it up in the end...
Best check the cutlery draw in the morning 
H