How to escalate an issue?

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Oct 11, 2015, 12:40 am

mjack99

Original Poster

Join Date: Mar 2007

Programs: BAEC GFL, GGL, CCR; Marriott PFL, Ambassador; Hilton Diamond

Posts: 1,076

How to escalate an issue?

I have been trying to get back 40,000 points since they were erroneously taken from my account two months ago. Either I get an email saying that they weren't (when they clearly were) or an email saying 'we will research the issue and get back to you' which they don't until I hassle again.

Can someone tell me how to escalate this to a manager or a customer care department that actually cares? I have asked for this to happen but got no response (I am a Diamond member due to being a BA GGL if that makes any difference which it shouldn't).

Oct 11, 2015, 1:39 am

carrotjuice

Join Date: Apr 2007

Location: Anywhere

Posts: 6,576

Is the Diamond desk at +1 (877) 444 9847 not useful to resolving your issue?

Oct 11, 2015, 2:10 am

mjack99

Original Poster

Join Date: Mar 2007

Programs: BAEC GFL, GGL, CCR; Marriott PFL, Ambassador; Hilton Diamond

Posts: 1,076

Thanks, but unfortunately that is where this all started so I am not sure they are going to be of any use.

Oct 11, 2015, 9:40 am

missamo80

Join Date: Nov 2008

Location: Snohomish, WA

Programs: AS MVP Gold, HHonors Diamond

Posts: 2,793

Call the Diamond Desk. If the front-line rep isn't helpful, politely ask for a supervisor.

Neil

Oct 11, 2015, 10:50 am

smmrfld

Join Date: May 2005

Posts: 4,872

The above responses aren't really your best option. Rather than relying on the DD, call Guest Assistance. GA CSRs are consistently able to resolve issues that are ignored or incorrectly handled by the DD.

Oct 11, 2015, 7:49 pm

arlflyer

Join Date: Feb 2013

Location: DCA

Posts: 7,769

Quote:

Originally Posted by smmrfld

Direct line? I have never gotten to GA except through the DD and I assumed that was by design. But I would be happy to hear of a better way...

Oct 12, 2015, 7:35 am

little_dc

Join Date: Dec 2007

Location: HNL

Posts: 588

Diamond desk is a waste of time most of the time..

Try this email - [email protected]

Oct 12, 2015, 8:13 am

Often1

Suspended

Join Date: Aug 2010

Location: DCA

Programs: UA US CO AA DL FL

Posts: 50,262

OP - Can you explain what "erroneously" means? That may help with a resolution. E.g., was your account hacked and someone stole the points, were you over-charged and so on?

A laser-sharp and focused email, politely written, can achieve very good results quite quickly. If your account was hacked, this will wind up with their security team.