Complaints

This profile includes complaints for British Airways's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  British Airways

  11 W 42nd St Fl 24 New York, NY 10036-8002

• 

  British Airways

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

• 

  British Airways

  P.O. Box 300686 Jamaica, NY 11430

• 

  British Airways

  4887 Belfort Road Jacksonville, FL 32256

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 22/2023, my wife was returning to ********, **, from ******. The plane was delayed leaving ******** by 4 hours due to pilot unavailability, resulting in missing the follow on flight to ******** from *********. This necessitated an overnight stay plus meals and taxi fares. We submitted the claim to British Airlines for $921.94 CAD which was accepted and approved for payment. After multiple messages back and forth we still have not received the money.

  Business Response

  Date: 02/22/2024

  Dear ***********************
  
  An apology from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.  
  I'm sorry to hear you haven't received the payment we arranged for you. I understand why you needed to get in touch about this. We'd also like to thank you for your patience while we got back to you about this.
  I've checked with our Payments team, and they have confirmed the bank transfer we raised on 02 January has also failed. Since the bank transfer has failed again, I've raised a cheque for $921.94 instead. This should be with you soon.
  We always welcome feedback, as it helps us understand what we need to focus on, so thank you for taking the time to let us know about this. Ive shared your comments with my colleagues in the relevant team to help us improve our service.
  Once again, we're sorry for the experience you had this time. We hope we can welcome you back on board again soon.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:25711033

  Customer Answer

  Date: 03/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Travelled with British Airways from ********* to ******* on May 24, 2023 via ***************. At *** BA cancelled our connection to GLA. Rescheduled for May 26 in evening. Took taxi to hotel but unable to claim luggage. Carry on bags had also been checked at *** due to lack of space on GLA flight. Unable to pick up car rental which was prepaid, and had to rebook and pay again. Arrived Glasgow at midnight on June 26, but no luggage. Told to return next day for bags. Car rental office was closed. Took taxi to accommodation. Next day still no luggage, and so began an unplanned stay in *******, with daily promises of bag delivery. On day 5 we drove to a depot (40 miles) where ************** (BA local baggage service) promised our bags could be picked up, but only 2 of 4 bags were there. Remaining 2 bags picked up at airport the day before we flew home, despite continued promises of delivery to our accommodation in the Highlands. Trip was seriously impacted by loss of days and lack of required items. At 5AM on June 13 BA cancelled our homeward flight from *** to *** and our onward flight to ***. Weather was sunny, no reason given. Rebooked on June 15 through **************. Persuaded call centre agent to put us back on flight to ********* and drove 400 miles to *** just in time for flight. BA promised compensation by email in August for:(1) Cancellation May 25 (2) Luggage expenses (3) Cancellation June 13 Claim for June 13 cancellation was paid in late December after numerous attempts to get banking information correctly processed. No payment as of February 1, 2024 for the May 25 cancellation claim or luggage claim. I have written 2 letters by registered mail to Customer Relations, one with step by step banking details provided by our bank. Have called London twice (long distance charges) and requested updates via email links (replytome@ba) numerous times. Have had no response to my request for an update and no further payment since December.

  Business Response

  Date: 02/22/2024

  Dear ********************
  
  An apology from British Airways
  Thank you for contacting the Better Business Bureau. Your email has been sent to Customer Relations and we have been asked to reply to you directly. I'd also like to thank you for your patience while we got back to you.
  I'm extremely sorry for the length of time you have waited for the promised bank transfers.
  I've checked your other two cases, 25110792 and ********. As far as I can see you haven't received the following payments:
  CAD ******** (compensation for flight BA1492) 
  CAD ****** (expenses while disrupted)
  CAD ******** (essential items while baggage was delayed)
  Can you confirm these are the amounts you're expecting?
  If you prefer us to send cheques for the amounts instead, please let me know. If you would like cheques, can you also confirm your home address, as we're unable to send cheques to a PO Box address?
  
  
  As an apology for the length of time you've been waiting, Ive added 25,000 Avios to your ************** account in the meantime.
  
  I look forward to your response.  
  
  
  
  
  Best regards
  
  *************************
  British Airways Claims Investigation Specialist
  Your case reference is*********

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I wish I could say this case is resolved, however as of February 23, 2024, and having replied to the businesss request for confirmation of our address on February 17, we have yet to receive a cheque, or any notice of a cheque being sent to us (tracking or courier information and expected delivery date).  Neither have we received the promised amounts by bank transfer to the account information provided, or any notice of the transfer being made, or indication that it should arrive in the near future, (confirmation number for transfer of funds).
  
  While we are happy with receiving a response and an apology from British Airways, and also with Avios to be added to my ************** account, the case will be resolved fully when we receive the promised compensation.

  The amounts were promised in August, and so far we are still waiting to receive them. We are hopeful that this will happen very soon. 

  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business Response

  Date: 04/29/2024

  The following email was sent to ******************** 26Apr24:

  Dear ********************
  
  An update from British Airways
  Thank you for sending us the requested information. I'm extremely sorry for the further delay in our response.
  As promised, I've arranged three bank transfers. The amounts are CAD ********, CAD ****** and CAD 1,135.44.
  The address used is:
  ***********************
  *******************
  British Columbia
  *** ***
  The bank details used are:
  Canadian ************************************ number - *******
  Sort Code (0 + 3 digit bank code + 5 digit branch code) - *********
  The three amounts should reach your account within 10 working days. If you would like to respond to this email, please wait 24-48 hours, as this could delay the payment further.
  I have also added a further ****** Avios to your Executive Club account for the further delay.
  I hope you have a wonderful weekend in the meantime.  
  
  
  Best regards
  
  *************************
  British Airways Claims Investigation Specialist
  Your case reference is*********

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight for myself, my 5 year old and my mother, ****** ** to ********. Flight number ******. This flight was to depart on 12/23/23 @ 09:45pm. We drove almost 2hours to the airport.We arrived at the airport and joined the line for check in. A few minutes later a gentleman from the air line steps forward to inform us that the flight has been canceled. There is no replacement flight, no delay, he stated...its just done and not happening. Did not give a reason and further stated that the flight doesn't exist anymore. Saying that to people who have paid for a service is just unacceptable. Our flight to ******** was just a transit we were on our way to ***** for the Holidays. So we were told we would have to book another flight entirely, no assistance was provided. The only flight available was a flight leaving the next day at 09:45pm but this flight was leaving from ***, ********. So with my 5 year old and my 70 something year old mother, we had to get an uber and it had to be an uber XXL because we had 6, 50lbs bags and our carry on. We took the uber to a hotel in ********. A lot of expenses...all started with the uber, tipping those who helped with bags etc. Mind you, no hotel vouchers or meal vouchers were provided. Our flight was not till 09:45pm but we had to check out of the hotel by 11am. So by 12pm we found our selves sitting in the airport for the next several hours. Paying for carts, tipping drivers and others that helped with bags etc and spending Christmas eve in a hotel and Christmas day and evening in the airport when we should have been in ***** with family as planned. This trip and ticket was booked at the beginning of the year. I tried to file for compensation and expenses but British Airways denied stating that I do not qualify for compensation because it was due to extraordinary circumstances, cabin crew.

  Business Response

  Date: 02/12/2024

  The following email was sent to ************************* on 12Feb24:

  Dear ************************
  
  An apology from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.
  Were sorry it was necessary to cancel your flight from ************** on 24 December. We don't underestimate the impact cancelled flights can have on our customers plans, especially over the Christmas period, so I appreciate why you needed to get in contact about this. We'd also like to thank you for your patience while we got back to you about this.
  As you're already aware, your flight was cancelled as a cabin crew member sadly passed away. The remaining crew were unfit to operate flight for compassionate reasons. As I'm sure you'll appreciate, our crew need to be a fit state to be able to perform vital safety procedures required for a flight. The safety of our customers and crew is our priority. 
  I've checked through the details of your compensation claim, and the responses you have received are correct. Compensation is not payable because ************** isn't a main airport we operate from. This means we didn't have a full complement of standby cabin crew available to be able to operate your flight. I'm afraid it's not feasible to have standby crew at every destination we fly to.
  
  Article 5.3 of the ** Regulation 261/2004 and The Air Passenger Rights and Air Travel Organisers Licencing *********** (** Exit) Regulations 2019 states a carrier is not obliged to pay compensation if it can prove the delay or cancellation is caused by extraordinary circumstances, that couldnt have been avoided even if all reasonable measures had been taken.
  I note that you did incur some additional expenses because of the cancellation. Thank you for sending over your receipts. Were happy to pay $733.92 to cover these expenses. I've raised a bank transfer for this amount using the details you provided. It may take up to 21 days for the money to reach your account.
  We always welcome feedback, as it helps us understand what we need to focus on, so thank you for taking the time to let us know about this. Ive shared your comments with my colleagues in the relevant team to help us improve our service.
  
  Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased plane tickets through my *********** travel portal. I was notified that British airways made my layover in ******** shorter by approx 30 min. I want to cancel the flight in its entirety and get a refund. I have been to the **************** many times and it is extremely difficult to make it to the next gate in time and I dont want to deal with the stress of missing my flight. *********** said that they spoke with British airways and they wont allow a refund. Im extremely upset because british airways changed the flight on me. I dont want credit either because of the $200/fee per person. The reason I want a full refund is because of the flight change and I am afraid of missing my connecting flight (which has happened to me at this airport).This ticket was originally purchased as the basic one but the change in flight time is causing an issue. I called *********** and they said theres nothing they can do about it. Then I filed a complaint with British airways whos refusing to speak to me because I purchased it on ***********. Im getting the runaround with these two businesses.

  Business Response

  Date: 02/22/2024

  Dear ******
  
  An update from British Airways
  I'm sorry to hear about the problems you've encountered with your schedule change. I don't underestimate how concerning this has been for you, so I understand why you needed to get in touch with us.
  I appreciate your concerns of having a shorter connecting time in ***************. We advise that if you're connecting within Terminal 5 you'll need a total of 60 minutes and if you're changing terminals you'll need 90 minutes to make your next flight. In the event you do miss your connecting flight, our staff are readily available throughout Terminal 5 to rebook you on the next available service.
  In terms of a refund, a schedule change does not allow a full refund under the General Conditions of Carriage, unless it meets particular criteria. We only offer a full refund if we cancel the flight or delay it over so many hours. If you're still able to make your connecting flight with 60 minutes available or 90, depending on your flights, we wouldn't offer a full refund.
  However, if you're still needing assistance, if you could provide me with your record locator, I'll be able to look at this for you. If this is applicable, please provide as much detail on what resolution you would find suitable, aside from a refund. This may involve alternative flights and dates that I may be able to change for you.
  Thanks again for getting in touch and I hope to hear from you soon.
  
  
  
  Best regards
  
  *********
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel my sons ticket and was told at the time I would be refunded approx 4400 USD of the 6972 USD ticket. BA have since refunded 184 USD . Had I been told at the time of cancelation that I was not going to be refunded I would have changed rather than cancelled the ticket. I have spoken to BA and they said that they could see on the notes that I was told it was refundable and to file a complaint on their website which I did on 1st Jan and I called BA today as has heard nothing and they said the case is marked as closed. They have reopened the case. The total amount I paid BA below includes paying for seats which I have been told is non refundable . For all the stress they have caused they should refund the full amount.

  Customer Answer

  Date: 02/25/2024

  At this time, I have been contacted directly by British Airways regarding complaint ID ********, however my complaint has NOT been resolved because:

  As per BA's Email

  "Our Customer Relations team are extremely busy and have very high volumes at the moment, which means its taking longer than wed like to get back to you with a full response. 
  
  
  Please be assured that Ive been assigned your case and I'm currently investigating your comments. Once Ive been able to thoroughly look into your complaint, Ill be in touch at the earliest opportunity. "
  
  

  This was on 19th February and I still havent heard anything.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding British Airways has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a return flight from ****** to ********* on January 4, ****. However, my BA flight was delayed 5+ hours, which means I missed my connecting flight in ******. BA staff try to divert me to a Delta flight. Due to their system issue, they could not book me on the new flight. They asked me to book at my own expense and promised a refund. I have been working with them for a few weeks with no response despite providing an alternative flight boarding pass and everything. I am seeking a refund of $2,020 USD. My case reference# with BA is ********

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by British Airways regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  British Airways Confirmation Code - ****** Cancelled and the tickets are refunded. Seat fees worth 900USD+ did not refund by BA.British Airways Confirmation Code - ****** Active. Paid 900USD+ also for the seat assignment request.British Airways is not giving consideration to refund the cancelled flight. They are being so inconsiderable. Passenger paid another booking from them.

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my ********************* has been refused by British airways because they didnt have the appropriate amount of staff that led to the cancellation of my flight. Our flight was cancelled the day of, at 3AM & received cancellation email of our flight later in the day. ** says I'm not *********** compensation but we booked a roundtrip flight, paid $, didnt even get on the *********** was cancelled. I'm also *********** a refund for the return flight we didn't get on because we went through another ************** if we BA stranded us in a foreign country? BA doesn't understand how illegal their actions were. Under the *************************** states airlines must provide you with care & assistance if your flight is cancelled. MY CASE REFERNCE IS ******** They must provide:A reasonable amount of food and drink:A means for you to communication:Accommodation, if you are re-routed the next day (Transport to and from the accommodation (or your home, if you are able to return there) The airline must provide you with these items until it is able to fly you to your destination, no matter how long the delay lasts or what has caused it.We were kicked out of the airport & ignored by BA reps & refused help. We came from ********* ** to *************************** to get on this flight .This has been going on since 2023 & they have ignored me. Under the right to compensation the BA website, states, If you are informed of the cancellation less than seven days before the scheduled time of departure & are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure & to reach your final destination less than two hours after the scheduled time of arrival. Our flight was cancelled morning of & we didn't have a chance to reroute we were kicked out of airport. BA's Incompetence entitles me to a refund and compensation for their failures to provide a service I paid for and did not receive. This has happened to me when I was in ****** flying to ******

  Business Response

  Date: 02/12/2024

  The following email was sent to ******************** on 09Feb24:

  Dear *************
  
  An apology from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.
  Were sorry it was necessary to cancel your flight to ********* on 30 June *********************************************** contact about this. We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision. We'd also like to thank you for your patience while we got back to you about this.
  I've checked the details of your booking, and I can see that the full refund of 282.14 for your booking was processed on 31 August 2023. This was processed back to the original form of payment used, a **** Debit card ending ****.
  I appreciate why you're unhappy that your claim for compensation has been refused. As you're already aware, your flight was cancelled due to a lack of security resource at London ********. The UK ************************ (***) has provided guidance on such situations and states:
  
  On occasion **************** may request an airline to cancel a flight or a proportion of their flights for a particular day on the grounds of safety or security. This may be, for example, as a result of forecast bad weather or due to resourcing constraints at the airport. The cancellation of some flights will reduce the total number of flights operating from the airport, but will not necessarily mean that all flights need to be cancelled.
  
  Where the airport does not give airlines sufficient advance notice of the requirement to cancel flights this can lead to airlines being unable to give advance notice to their passengers. In such circumstances, the *** may consider the flights to be cancelled due to extraordinary circumstances and not subject to compensation. 
  
  I'm afraid as the airport security isn't provided by the airline but is the responsibility of the airport authority **************** Limited, compensation is not payable on this occasion.
  I understand youve had to pay out expenses, such as hotel bills, due to this disruption. Wed like to put things right for you as quickly as possible. To do this Ill need your receipts to see if these are something we reimburse.
  
  
  
  
  You can send your receipts in the following ways:
  
  
  Click here to upload receipts
  
  
  
  Post receipts to:
  
  British Airways Customer Relations
  *******************************************************************************
  ***
  If you send ** any documents in the post, please add your Customer Relations reference number to them. This is ********.
  We always welcome feedback, as it helps us understand what we need to focus on, so thank you for taking the time to let us know about this. Ive shared your comments with my colleagues in the relevant team to help us improve our service.
  
  Once again, we're sorry for the experience you had this time. We look forward to hearing from you soon.  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to get help with online check in. After talking to Biginchi on chat for 1 hour an 30 min. ******** was not able to help me, he told me several different things earlier in the conversation confirming my flight reservations. Then at the end told me my flight was canceled due to not take the outbound flight which I did. So I called in when they opened 9am ****** time. He answered the phone as if he didn't know he was on a call. Finally after saying hello a few times an hearing talking an laughter in the background. I Explained my situation. He was looking things up after about 7 min into the call. I heard laughing an then the phone hung up. Never received a phone call back. I had to call back in an re explain the situation an add being hung up on. My original issue was never solved. All to be told my flight was canceled due to missing outbound flight which was not true. The level of customer service was improper, unacceptable. The system they have in place is horrible.

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husb ************************* died 3/11/23 I submitted email claim applic & death cert to BA ***prt Spec Svcs. On 4/3/23 I recd email frmBA *** Services w approval to work w BA Customer Svcs to process refund for ******************* tkt ************** pchd 10/26/22 5/3/23 BACSvcs I recd emails and refunds for his assigned seats, but no tkt refund. *** worked actively via online/phone since May 3, 2023: spent endless hrs & had many dead ends This claim is straightforward upon death refund - BA ***port approved & BA customer service is not executing In CS phone calls, I learned this refund is not automatic due to Davids Covid voucher that was applied to this purchase on October 26, 2022. I was told a BA Cus Servcs Mgr needs to issue this refund - when I ask to hold for a mgr- all agents replied - this is not possible! Please help me move this refund ahead to completion. ** has refused to take action. Track dates Oct 26, 2022 pchd tkt ************** *************************** died March 11, 2023 April 3, 2023 BA***port issued Incident ************ - approval authorizes BACS to issue refund..Orig Bk Ref ****** included *************** on May 8, 2023 new Bk Ref ****** was created for ****** tkt refund as ******* used ****** - June 2023 May 5, 2023 refund ********* refund issued for ****** seat assignmentsMay 6 to Jan 25, 2924 no email tkt refund email ever issued, no tracking, no $ recd owed - $1, ****** BA ***port & CS #s 4/3/23 BA ***port Incident ************* This Customer my claim was to be refunded Other BA CS #s issued summer 2023: I continued to communicate wherever BA online invited communication & claimed customer service resolutionBA **************** Case # ******** Extra submit for help - no help BA ***port Incident ************* agent replied they can do nothing, need a BA Customer Srv Mgr needed 4 refund.Emails: **************************** ********************** ********************************************** ************ ******************* **********************