Customer Service Blunder: Wrongly Charged Phone Fee
Jun 29, 2016, 2:00 am
#1
Suspended
Original Poster
Join Date: Jun 2003
Location: SEA, FLL, Martha’s Vineyard
Programs: AS MVPGold75K, Hilton Gold, IHG Platinum, Pan Am million-miler
Posts: 2,019
Customer Service Blunder: Wrongly Charged Phone Fee
I booked an AS metal Avios award and the agent wrongly charged me the $25 fee which should be waived since AS is not accessible on the website. I immediately called back, and spoke to someone who sounded really annoyed that I didn't catch the mistake, and acted as if it was my fault. After being snippy with me, she said she would do me a one time courteousy of refunding me the fee. Oh wow how gracious of you to follow policy, I thought at the time.
Fast forward to 6 weeks later. I received no refund. I follow up with BA refunds department who told me travel already completed and no refund would be issued. I sent emails to all their customer service channels and got absolutely no where, and no response. I even disputed the $25 charge with my bank, who sided with the airline.
I am in utter disbelief that something so little could go so wrong. Does BA have any customer service that actually addresses and responds to you? Does anyone have a contact at BA who would be willing to help?
Fast forward to 6 weeks later. I received no refund. I follow up with BA refunds department who told me travel already completed and no refund would be issued. I sent emails to all their customer service channels and got absolutely no where, and no response. I even disputed the $25 charge with my bank, who sided with the airline.
I am in utter disbelief that something so little could go so wrong. Does BA have any customer service that actually addresses and responds to you? Does anyone have a contact at BA who would be willing to help?
Jun 29, 2016, 2:03 am
#2
FlyerTalk Evangelist
Join Date: Jun 2012
Programs: BA Gold, QF WP
Posts: 12,551
The charge is correct as per policy.
The phone service fee should only be waived where the functionality exists for booking something online but due to a temporary issue it cannot be done. The functionality to book AS awards on BA.com does not exist, so a service charge should apply. Some agents do however waive the fee.
The phone service fee should only be waived where the functionality exists for booking something online but due to a temporary issue it cannot be done. The functionality to book AS awards on BA.com does not exist, so a service charge should apply. Some agents do however waive the fee.
Jun 29, 2016, 2:03 am
#3
Join Date: May 2012
Location: Ipswich
Posts: 7,543
I think you're mistaken. The fact it is not accessible on the website isn't grounds for waiving the fee.
The fee is waived when the functionality offered on the website isn't working, not when it's not possible in the first place.
The fee is waived when the functionality offered on the website isn't working, not when it's not possible in the first place.
Jun 29, 2016, 2:07 am
#4
Suspended
Original Poster
Join Date: Jun 2003
Location: SEA, FLL, Martha’s Vineyard
Programs: AS MVPGold75K, Hilton Gold, IHG Platinum, Pan Am million-miler
Posts: 2,019
I have booked probably 30+ awards using Avios on Alaska Airlines over the phone (which your agents call Alaskan) because it is not possible to book online, and I have never been charged a fee before.
One time an agent insisted on charging me the fee and I told him to call a supervisor and it was rectified and purged. You BA members may not be familiar with this because you don't often book Alaska awards living in Europe.
I have posed this question to bloggers, and those familiar with booking AS awards: a service centre fee is not suppose to be assessed.
One time an agent insisted on charging me the fee and I told him to call a supervisor and it was rectified and purged. You BA members may not be familiar with this because you don't often book Alaska awards living in Europe.
I have posed this question to bloggers, and those familiar with booking AS awards: a service centre fee is not suppose to be assessed.
Jun 29, 2016, 2:12 am
#5
Join Date: Jan 2009
Location: Near Edinburgh
Programs: BA Silver
Posts: 9,034
Those bloggers are wrong - BA's policy is to disapply the fee only if the feature should be available online but does not work. However, badly trained agents could easily be persuaded otherwise, or they did not apply the fee as a goodwill gesture. Its most likely that BA agents are being told to more strictly apply the rule.
Jun 29, 2016, 2:12 am
#6
FlyerTalk Evangelist
Join Date: Jun 2012
Programs: BA Gold, QF WP
Posts: 12,551
I have booked probably 30+ awards using Avios on Alaska Airlines over the phone (which your agents call Alaskan) because it is not possible to book online, and I have never been charged a fee before.
One time an agent insisted on charging me the fee and I told him to call a supervisor and it was rectified and purged. You BA members may not be familiar with this because you don't often book Alaska awards living in Europe.
One time an agent insisted on charging me the fee and I told him to call a supervisor and it was rectified and purged. You BA members may not be familiar with this because you don't often book Alaska awards living in Europe.
The BA policy is that the service fee is charged. This is as per the official BA FT rep.
See: http://www.flyertalk.com/forum/briti...l#post17514113
Booking fees
Unfortunately you will not be able to book Alaska Air online for the foreseeable future. We do always try to put partner reward bookings online but unfortunately we have had the odd technical glitch with one or two of our partners. A fee will apply for any bookings made offline except if you are a Gold member.
- With Alaska Air still a partner, but NEVER searchable on ba.com (it is available on aa.com, but I digress) Will the $30 phone booking fee be waived for us flying from YVR to the West Coast?
Unfortunately you will not be able to book Alaska Air online for the foreseeable future. We do always try to put partner reward bookings online but unfortunately we have had the odd technical glitch with one or two of our partners. A fee will apply for any bookings made offline except if you are a Gold member.
Jun 29, 2016, 2:15 am
#7
Suspended
Original Poster
Join Date: Jun 2003
Location: SEA, FLL, Martha’s Vineyard
Programs: AS MVPGold75K, Hilton Gold, IHG Platinum, Pan Am million-miler
Posts: 2,019
The plural of anecdote is not fact.
The BA policy is that the service fee is charged. This is as per the official BA FT rep.
See: http://www.flyertalk.com/forum/briti...l#post17514113
The BA policy is that the service fee is charged. This is as per the official BA FT rep.
See: http://www.flyertalk.com/forum/briti...l#post17514113
Jun 29, 2016, 2:21 am
#9
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London and Zurich
Programs: AA, BA, Mucci: Sir Roger des Directions Routières, PCR
Posts: 13,609
... your agents ...
FTers may try to help but are none in this thread is BA.
Jun 29, 2016, 2:21 am
#10
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Pleb, VS Pleb, Accor Pleb, HHonors Gold, Big White Season Pass
Posts: 5,904
I booked an AS redemption recently and was not charged the booking fee.
I didn't ask for it to be waived (in fact I had forgotten about the policy to charge it), and the agent didn't mention it either.
In this case it was a case of YMMV, the whole thing was so cheap, paying the booking fee wasn't a huge deal anyway if it had been charged.
I didn't ask for it to be waived (in fact I had forgotten about the policy to charge it), and the agent didn't mention it either.
In this case it was a case of YMMV, the whole thing was so cheap, paying the booking fee wasn't a huge deal anyway if it had been charged.
Jun 29, 2016, 2:23 am
#11
FlyerTalk Evangelist
Join Date: Jun 2012
Programs: BA Gold, QF WP
Posts: 12,551
The one thing that I don't think is published is the phone service fee waiver, so in fact you should expect to pay it every time even if there is an issue with BA.com.
Do you consider the very high award cancellation/redeposit fees charged by some (mainly US) airlines blackmail as well?
Jun 29, 2016, 2:36 am
#12
Join Date: Sep 2007
Programs: AA, BA, Accor, Honors Diamond, IHG Diamond Elite and lots more....
Posts: 2,971
I've had to pay a fee to AA when booking an award that I can't do online.
I wish I didn't have to, but then I have choice to book and pay or not book.
Sounds like you have benefited a lot in the past, so I would quietly forget the charge. of course BA might read this topic and ensure that no further agents forget having realised they are missing out on several $25's
I wish I didn't have to, but then I have choice to book and pay or not book.
Sounds like you have benefited a lot in the past, so I would quietly forget the charge. of course BA might read this topic and ensure that no further agents forget having realised they are missing out on several $25's
Jun 29, 2016, 2:41 am
#14
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,968
As noted on the AS thread http://www.flyertalk.com/forum/briti...nes-avios.html
Perhaps your animosity is better directed at the "bloggers" who are unable to give accurate advise and information.
The £15/US$25 offline award charge should be charged in line with BA policy, but there have been reports of agents waiving fees. However, more recent reports suggest the offline fee is now embedded in the total cash charge so does not seem to be waivable. This would means that even if the agent was so inclined, the phone charge cannot be waived.
