Pre departure online tests not being accepted by BA at LAS and JFK
Dec 20, 2021, 10:01 pm
#151
Join Date: Jul 2009
Programs: BAEC Silver, IHG Diamond
Posts: 7,770
Having issues at SFO right now. Agent believes the same test I used last week to be wrong.
Added: agent was confused as to the differences between allergen and lateral flow tests after reading through Timatic.
Added: agent was confused as to the differences between allergen and lateral flow tests after reading through Timatic.
Last edited by xenole; Dec 20, 2021 at 10:07 pm
Dec 20, 2021, 11:20 pm
#152
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
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Yes, that in the USA context is not unusual and I do wonder if that is/was part of the problem that some people have had. Though to be fair, you use the term allergen and it's antigen (allergen is for allergies). When there are various rule changes then in the various threads that I monitor there is oftena number of people asking whether test type X is OK or not, I guess it's confusing for some. I am not keen on the term antigen since strictly speaking PCR is antigen, in science an antigen test is a very broad term which is not specific to COVID-19, but that really would confuse matters. Hopefully the agent gave the green light in due course.
Dec 20, 2021, 11:32 pm
#153
Join Date: Jul 2009
Programs: BAEC Silver, IHG Diamond
Posts: 7,770
Keep putting allergen instead of antigen.
Probably the same Omnicron rather the Omicron at first.
Fine in the end. She rang a supervisor who explained things.
Some providers seem to be clearer on the certificate.
Probably the same Omnicron rather the Omicron at first.
Fine in the end. She rang a supervisor who explained things.
Some providers seem to be clearer on the certificate.
Dec 21, 2021, 2:23 am
#154
Join Date: Dec 2010
Location: Lincoln, UK
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Dec 21, 2021, 2:25 am
#155
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The UA check-in at SFO was super slick apart from one amusing (eventually) thing: she said "I cannot find the date on your negative test certificate". Cue a cold sweat breaking out and one of those "oh no" moments. Even though I had quadruple checked I was wondering if I had quadruplely missed it, but I hadn't (Klarity test). The interaction was about 5 seconds and I suspect my blood pressure went from high to mega-high in the time it took me to point it out with her saying "how did I miss that? Senior moment!". I got the (gut) feeling that they type of test was immaterial though, just that the dates matched, job done, go away.
Jan 11, 2022, 9:04 am
#156
Join Date: Dec 2021
Posts: 15
UPDATE: So, I have just received a pompous email from BA's customer services stating that they were right to deny us boarding from LA to LHR before Christmas as our tests (that we bought via the BA website) were not suitable for travel.
They complied with the GOV.UK guidelines, and of course BA haven't provided any proof of how they came to that decision.
I have replied requesting proof of how they were not suitable, so shall see what the guy comes back with.
Thus far he has been extremely unpleasant so I am not holding out hope that he will be helpful.
What do we need to do next, please?
Thank you!
They complied with the GOV.UK guidelines, and of course BA haven't provided any proof of how they came to that decision.
I have replied requesting proof of how they were not suitable, so shall see what the guy comes back with.
Thus far he has been extremely unpleasant so I am not holding out hope that he will be helpful.
What do we need to do next, please?
Thank you!
Jan 11, 2022, 9:08 am
#157
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,926
UPDATE: So, I have just received a pompous email from BA's customer services stating that they were right to deny us boarding from LA to LHR before Christmas as our tests (that we bought via the BA website) were not suitable for travel.
They complied with the GOV.UK guidelines, and of course BA haven't provided any proof of how they came to that decision.
I have replied requesting proof of how they were not suitable, so shall see what the guy comes back with.
Thus far he has been extremely unpleasant so I am not holding out hope that he will be helpful.
What do we need to do next, please?
Thank you!
They complied with the GOV.UK guidelines, and of course BA haven't provided any proof of how they came to that decision.
I have replied requesting proof of how they were not suitable, so shall see what the guy comes back with.
Thus far he has been extremely unpleasant so I am not holding out hope that he will be helpful.
What do we need to do next, please?
Thank you!
Jan 11, 2022, 9:13 am
#158
Join Date: Dec 2021
Posts: 15
No, none at all, which is why I responded with a request for actual proof that our test was not suitable.
I have just rechecked the pre-departure email that BA sent and the screenshot from the government website and our tests totally comply with those written requirements, as I have understood them.
I have just rechecked the pre-departure email that BA sent and the screenshot from the government website and our tests totally comply with those written requirements, as I have understood them.
Jan 11, 2022, 9:27 am
#161
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What exactly have they said? Have they just not yet responded or have they said they will not respond?
Jan 11, 2022, 9:56 am
#162
Join Date: Dec 2021
Posts: 15
They responded to say that they will not respond any further giving absolutely NO reason as to why our BA recommended tests (bought via a link on the BA website, which fulfilled all UK Gov requirements (as also set out in the BA pre-departure email) are not suitable. They have suggested that I contact CEDR: Centre for Effective Dispute Resolution. I have taken it to Twitter (Simon Calder, Lisa Minot, etc). The guy (Baxter Armit) also made us send him our flight documentation twice in the mail, despite being able to see that we were on that flight and was extremely condescending throughout.
Jan 11, 2022, 10:15 am
#163
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
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They responded to say that they will not respond any further giving absolutely NO reason as to why our BA recommended tests (bought via a link on the BA website, which fulfilled all UK Gov requirements (as also set out in the BA pre-departure email) are not suitable. They have suggested that I contact CEDR: Centre for Effective Dispute Resolution. I have taken it to Twitter (Simon Calder, Lisa Minot, etc). The guy (Baxter Armit) also made us send him our flight documentation twice in the mail, despite being able to see that we were on that flight and was extremely condescending throughout.
Make sure your claim deals only with the facts of the denied boarding and consequential expenses, leave the emotional language out it and any reference to the perceived attitude of the BA caseworkers/agents, that will only cloud the issues.
If you need any input in the wording of your claim, please come back.
Jan 11, 2022, 10:25 am
#165
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I wouldn't get in to any twitter stuff in your complaint, it's a bit superfluous to your case.
Instead as noted focus on setting out clearly but succinctly what you had, and that it met the requirements, that LAS denied you boarding, and that BA in the subsequent complaint have failed to set out why your pre departure test was not acceptable.
The key here is to be concise and not go in to anything which really isn't relevant.
I would very strongly recommend you take up Tobias-UK's kind offer to help on the wording once you drafted something.
Instead as noted focus on setting out clearly but succinctly what you had, and that it met the requirements, that LAS denied you boarding, and that BA in the subsequent complaint have failed to set out why your pre departure test was not acceptable.
The key here is to be concise and not go in to anything which really isn't relevant.
I would very strongly recommend you take up Tobias-UK's kind offer to help on the wording once you drafted something.