jeroen100

Perhaps someone would be able to advise me on how to proceed with this:

- bought a CW ticket with a voucher
- upgraded one leg to F with 20 K avios
- cancelled the booking under BWC

got an email with FTV number without amount.

- contacted BA chat to ask amount of FTV, they could not see but forwarded question.

- got an email saying ~ € 1.300

- contacted BA chat for clarification. It was €1.200 plus €100 for the avios. I said that I would like the avios back, not the € equivalent. They said FTV would automatically be refunded and the avios would be credited to my account within 30 days

- no refund of either in 30 days

- contacted BA chat again and in a long conversation they said:
‘we are refunding FTV issued between 8 March, 2021 and 09th November, 2021’
‘ You will have to call us and make a reservation over the phone using the FTV voucher in order to redeem/use voucher’
’ As I checked you made the reservation with cash/card and then you made an upgradation with Avios. As of now there is no guideline for the refund of Avios in this case however I would request you to kindly wait for few days and get back to us for the same issue‘

Has anyone been in the same situation and how was it resolved? I’m under the impression that some of the agents on the chat were not so experienced.

thanks

KARFA

What did you pay in cash for the original CW ticket? Was it the €1,200 figure?

jeroen100

I think it might be but I’ve no way to check. It was a booking that was changed multiple times, with different partial refunds and payments (changed the itinerary a couple of times) but I can’t can’t find the original - original booking anymore.
€ 1.200 sounds about right though

ScienceTeacher

Well, good news is there are quite a few ways to check how much you paid for a flight.

First two I recommend;

1) Bank statements; if for 2x people normally its 2x the amount you see as sometimes they get processed on wildly different days (looking at you Chase...)
2) Fire up your Mail app and search "IATA" ignoring the quotes; search through for your booking reference and hopefully an ticket email is there.
3) Find your booking on BA MMB, and, click 'view e-ticket'. Will likely show the last change you made, but under fare total should say the previous amount (a+b). It can fail however.

Only reason I know so much is today IHG Creation emailed me to tell me I have a new refund on my account, received 10 June 2020, processed 10 August 2022. An inordinate amount of wasted time was spent chasing this...

jeroen100

Thanks .. tried all of the above
1 . Original booking was on a creditcard that I closed a year or 2 ago. Can’t access it anymore
2. the booking reference was changed in the course of time (for some reason the reticketed it once) and I have deleted most of my old email (not doing that anymore)
3. Can’t access it anymore on MMB, showing a message ‘we’re replacing your booking with a voucher’

anyway, the € amount sounds about right and I’m fine with that. And even if they don’t refund the cash part but I have to use it for a new booking. - also fine. I just want the avios back in my account

corporate-wage-slave

Never ever delete e-ticket emails, absolutely never. They are important documents and could be useful for up to 6 years after travel.

jeroen100

yes, learned my lesson now… 😬.

But having said that. the amount of the voucher is not the issue. It’s the avios I want back and no one at BA chat seems to be able to help me with that.

mmogdan

I had this exact scenario recently, involving an upgrade from W to J which was then FTV'd. I called up to query since I also wondered where the Avios went. Got a very knowledgable agent who had to put me on hold to speak to another department. Came back to say they had somehow missed the Avios and they had credited it back to my BAEC account.

Barnaby100

I had similar- got avios back not cash for part of a FTV and they said that I had originally used avios- pretty sure I hadn't!
I didn't receive an email confirmation interestingly- I used a number of FTV on a booking (all cash amounts only no avois wrapped up)
10,000 avios was credited instead of Ł200.

jeroen100

thanks, good to know. Did they refund this FTV to you or did you use it to make a booking?

Tafflyer

I have had all sorts of similar issues and I can only echo how important it is to keep your E-tickets.

I had an AMS-LHR-USA ticket which I GUF'ed from Club World to First. During Covid phase-2 at least 3 involuntary changes were made, none of which caused any additional charge.

On the return trip I had to change my plans to not fly back to AMS but to LIS. On arrival in LHR, instead of getting on the LHR-AMS which was booked helpfully for the next day, I FTV'd the booking and jumped on a redemption flight to LIS.

I received the FTV but no value. I assumed perhaps that the calculation left no residual value and thought nothing of it. 2 weeks later I receive an Email entitled "We are refunding your award booking" containing exactly this PNR (It was a cash+GUF booking, not an award), but no refund ever arrived.

When recently speaking to the Gold line, I asked them to check the FTV. Lo and behold, it has a €128 value and will supposedly now be issued as an E-Voucher.

It all points to BA's resilient IT and I would encourage you to check everything carefully.

jeroen100

A follow up: just of the phone with a very curt Bremen CSR: they're busy: it will take longer. The avios should be returned to my account when they do the refund.

It's understandable but annoying that they can't give a time frame. I remember when KLM was doing refunds they were doing it chronology so you could ask which dates were done and if your date had passed you would know something was wrong.

mmogdan

They refunded it, but only the cash and not the Avios. The Avios seemed to have been missed and only when I noticed did they refund them.

jeroen100

Still waiting for refund of cash and avios. Asked a couple of times on the chat and every time they tell me that is being refunded within 7-10 working days. (Me: that’s what you said last time and the time before that, them: yes but this time it will be done)

ftv was issued early July, apparently a refund request was made August 7 (don’t know by whom).

Should I wait longer? Any advice on further steps?

sammyg901

Try PM BA refund helper - very helpful in the past with a booking where some Avios had gone missing