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-   -   Flights not being cancelled correctly by BA... (https://www.flyertalk.com/forum/british-airways-executive-club/2015726-flights-not-being-cancelled-correctly-ba.html)

ademanuele Apr 14, 20 4:57 am

Flights not being cancelled correctly by BA...
 
I had two flight cancellations this morning (an hour apart), whilst on the second phone call I received an email notifying me of the cancellation of the second flight. I commented on the fact that I had not received an email for the earlier flight cancellation and the person I spoke to check and advised that it had not been cancelled properly, apparently BA are pulling in staff to help with calls and they do not always complete actions correctly, rather concerning… What would have happened if I did not ask the question??

Request to BA, your call centre staff are already over-stretched, allow customers to claim refunds online, this is sending out a wrong message at every level. Thank you.

u01sss3 Apr 14, 20 5:02 am


Originally Posted by ademanuele (Post 32291764)
I had two flight cancellations this morning (an hour apart), whilst on the second phone call I received an email notifying me of the cancellation of the second flight. I commented on the fact that I had not received an email for the earlier flight cancellation and the person I spoke to check and advised that it had not been cancelled properly, apparently BA are pulling in staff to help with calls and they do not always complete actions correctly, rather concerning… What would have happened if I did not ask the question??

Request to BA, your call centre staff are already over-stretched, allow customers to claim refunds online, this is sending out a wrong message at every level. Thank you.

I had a discussion too after receiving a cancellation email and the flight showed as cancelled on the app but the agent said it was still running when I asked for a refund. I feel sorry for the overstretched staff, there's obviously some issue at their end.

sammyg901 Apr 14, 20 5:28 am

I think they are processing a large number of cancellations this morning, systems like email notifications etc will lag a bit, so you may need to give it some time before everything syncs up

cheshirepete Apr 14, 20 5:42 am

I had x3 cancellations this morning. No hurry as in May. Let the queues die down especially as BA has now forced the use of “new” layout in MMB. Which means the Cash refund workaround can’t be “tricked” in opening anymore, as disabling JS now stops you MMB in the first place!

snaxmuppet Apr 14, 20 8:37 am

I have had 3 flights cancelled or I cancelled. So far I have had email notification of 2 of them. The other was a flight where I requested a voucher. I have not had any email notification about the cancellation or voucher and this is now after 4 weeks. I called the Gold line and they said the voucher was there so I just have to hope that it is honoured corrected when I get to rebook.

Yet more evidence of the poor standard of BA IT. :(

Ancient Observer Apr 14, 20 9:09 am

Why is it that BA can get their IT so wrong, while Amex, for instance, and nowadays BT, seem to get it right? Is it just budgets and hacking, or is it their management?

Misco60 Apr 14, 20 9:24 am


Originally Posted by snaxmuppet (Post 32292303)
I have had 3 flights cancelled or I cancelled. So far I have had email notification of 2 of them. The other was a flight where I requested a voucher. I have not had any email notification about the cancellation or voucher and this is now after 4 weeks. I called the Gold line and they said the voucher was there so I just have to hope that it is honoured corrected when I get to rebook.

If you look in the wiki at the head of the main covid-19 clinic thread you'll find instructions (or, at least, a link to instructions) on how to use the Qantas website to check the existence and value of a BA voucher.

u01sss3 Apr 14, 20 9:33 am


Originally Posted by Ancient Observer (Post 32292401)
Why is it that BA can get their IT so wrong, while Amex, for instance, and nowadays BT, seem to get it right? Is it just budgets and hacking, or is it their management?

It's gone on for so long it tells me the management just don't care.

snaxmuppet Apr 15, 20 5:05 am

https://www.flyertalk.com/forum/undefined

Originally Posted by Misco60 (Post 32292443)
https://www.flyertalk.com/forum/undefinedIf you look in the wiki at the head of the main covid-19 clinic thread you'll find instructions (or, at least, a link to instructions) on how to use the Qantas website to check the existence and value of a BA voucher.https://www.flyertalk.com/forum/undefined

Thanks for that... I can see the existence but can't find where in the Qantas MMB I should look to get the value... any ideas?

KARFA Apr 15, 20 5:10 am

https://www.flyertalk.com/forum/undefined

Originally Posted by snaxmuppet (Post 32294988)
https://www.flyertalk.com/forum/undefinedhttps://www.flyertalk.com/forum/undefinedThanks for that... I can see the existence but can't find where in the Qantas MMB I should look to get the value... any ideas?https://www.flyertalk.com/forum/undefined

https://www.flyertalk.com/forum/undefinedThere isn't anywhere on the QF MMB that shows that. You have to look at your original e-ticket emails to check that.

snaxmuppet Apr 15, 20 6:57 am

https://www.flyertalk.com/forum/undefined

Originally Posted by KARFA (Post 32294997)
https://www.flyertalk.com/forum/undefinedhttps://www.flyertalk.com/forum/undefined

https://www.flyertalk.com/forum/undefinedhttps://www.flyertalk.com/forum/undefinedhttps://www.flyertalk.com/forum/undefinedThere isn't anywhere on the QF MMB that shows that. You have to look at your original e-ticket emails to check that.https://www.flyertalk.com/forum/undefined

Thanks.

This is yet another failing of BA IT. Just like a lot of people... I have 3 vouchers for flights not taken... nowhere can I see the value of those vouchers. It is no good just saying that it is the original amount paid because that isn't true. I had a cabin upgrade on one of the flights with a £120 upgrade fee that isn't refundable so the original amount paid doesn't exactly apply. It is very disconcerting to have thousands of pounds as a credit with BA and nothing official to confirm it.

KARFA Apr 15, 20 7:13 am

https://www.flyertalk.com/forum/undefined

Originally Posted by snaxmuppet (Post 32295180)
https://www.flyertalk.com/forum/undefinedThanks.

https://www.flyertalk.com/forum/undefinedThis is yet another failing of BA IT. Just like a lot of people... I have 3 vouchers for flights not taken... nowhere can I see the value of those vouchers. It is no good just saying that it is the original amount paid because that isn't true. I had a cabin upgrade on one of the flights with a £120 upgrade fee that isn't refundable so the original amount paid doesn't exactly apply. It is very disconcerting to have thousands of pounds as a credit with BA and nothing official to confirm it.https://www.flyertalk.com/forum/undefined

I agree it would be good to have the value quoted in the voucher email.

In your scenario isn't the value what you originally paid + the upgrade? In terms of upgrades all the cost of a POUG would be credited to the voucher. Not as sure on a normal fare upgrade which would include a change fee - you are right that fees for voluntary changes are usually not refunded back, but this is not a refund of course so perhaps you would get the full value of your upgrade and the fee? It may actually be worth you calling to ask what the value is just to clarify.

Confus Apr 15, 20 7:47 am

Res/change fees are non-refundable so won’t be added to the total but any additional value collected is and will be.
So if the original price paid was £250, you upgraded for £70 but later paid a £35 change fee for whatever reason, you would have £320 in the voucher.

Yes it would be nice if the emails could specify this. But given the speed with which this system had to be set up and the mechanism through which it was required to be handled, you can understand why they weren’t able to do it. For the vast majority of people it’ll be easy as they just make a booking and then don’t change it so the original amount will always be correct.

vintagepilot Apr 15, 20 8:20 am

Well something is not right with the cancellation process -
Over the weekend we were invited to check in for cancelled and refunded flights.
Last week we had an email warning of possible disruption for a BA Holiday which we have already called to have refunded as the flights were cancelled a month ago (still to see any money however).
And today we got an email about another BA Holiday in late May which says 'your flight may be one of those cancelled.' which we have already cancelled and had the cancellation and 'voucher' email on 1 April.

ademanuele Apr 15, 20 8:24 am

https://www.flyertalk.com/forum/undefinedYes, have experienced same issues as vintagepilot. Unless you receive an email confirming cancellation (which is not consistently sent) then there is no clarity and no evidence that you have actually cancelled. I am making a note of the time/date and name of the person I speak to each time I cancel (have had to cancel 8 trips so far).


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