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:11/10/2023

  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.

  Subject: Complaint Regarding Unanswered Inquiries on Travel Credit Transfer Dear British Airways Customer Service,I am writing to express my disappointment at the lack of response to my inquiries about carrying over a travel credit. Despite multiple attempts to reach out, I have not received any acknowledgment or assistance. The credit was issued due to the cancellation of a flight 2AA115) scheduled for late 2022. I had explained my wife's mental health condition, which prevented us from utilizing the credit before its expiry date.This lack of response has caused significant inconvenience and emotional stress. Additionally, I hope you will review your customer service procedures to prevent similar occurrences in the future.I expect a resolution within ten business days. If no satisfactory response is received, I will escalate this issue to relevant consumer protection authorities and consider further legal action. Please acknowledge the receipt of this complaint and provide a detailed plan of action for the timely resolution of the issue.Yours sincerely,Please see the information below: This email confirms your request to cancel your trip # *********** is complete. British Airways confirmation: ****** *********************************** Ticket Number: ************* ************* - ******* USD ******************************* Ticket Number: ************* ************* - ******* USD **** *************************** Ticket Number: ************* ************* - ******* USD ********************************************** Ticket Number: ************* ************* - ******* USD ****** *************************** Ticket Number: ************* ************* - ******* USD

• Initial Complaint

  Date:11/09/2023

  Type:Product 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.

  On July 30, 2023 my wife and I were travelling from ****, Ireland to ***********, **********, *************. After arriving at *************** terminal 5 for our connecting flight, we were informed at approximately 12:30PM that our flight to *********** had been cancelled. We were told to report to the British Airways counter for rebooking.After waiting over three hours in the British Airways cue, we were issued tickets for e flight the following day, and we were issued a reservation for a hotel in the airport. The tickets issued did not include the upgraded seats that we had originally paid for.Upon returning to *****************, I submitted a claim, Claim# ********, for e refund of the fare difference between the upgraded seats and the standard seats we were provided, as well as meals during our overnight layover caused by the flight cancellation.To date, I have followed up with a British Airways customer service representative on no less than nine occasions and have been told the same thing each time, to summarize your claim is in process and there is no way to know when it will be completed, and there is no way to know where it is in the cue.It has been over two months since the original claim has been filed. Our claim is not complex, there are no mitigating factors, there are no questionable circumstances. To ask a customer to wait more than two months for a refund is an outrage.Booking Reference ******, Claim# ********, ****** on 30, Jul 2023

  Customer Answer

  Date: 12/08/2023

  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:11/09/2023

  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.

  In April 2022, due to an airport staff's error, I missed my scheduled flight while waiting at the airport. The error resulted in me having to incur unexpected expenses of over $500 for last-minute accommodations and a flight with a private airline to reach my destination, as I had an engagement that I could not miss.Although I received a partial refund from the original booking agent Expedia, I also reached out to British Airways to address the financial burden caused by their mistake. British Airways acknowledged their error and issued two vouchers, each valued at $70, as compensation. However, I have had multiple issues in redeeming these vouchers.Despite the vouchers being sent via official British Airways email with an expiration date of January 1, ****, when I tried to redeem it, British Airways staff repeatedly questioned the legitimacy of the vouchers. While a few representatives acknowledged their validity upon seeing proof, they couldn't process flight purchases. One representative even stayed on the line as I attempted to use the vouchers for a $420 flight, which still didn't work. I was then directed to the ***************** where again booking with the voucher resulted in an error on their end and they said there's nothing they can do. After trying to resolve this, the ticket price had already increased to $520, prompting me to purchase without the vouchers due to fear of further price increases.I would like to be compensated for these erroneous vouchers that I was issued as well as the difference in the price that happened while I was actively trying to resolve the matter with BA agents.I would like to be refunded $240 against the flight purchase that I made, or be issued a legitimate voucher for $400 because I do not have any more pending trips and would need to go out of my way to use another BA voucher. Afterwards, you can cancel the original erroneous vouchers as they can't be used regardless.

  Customer Answer

  Date: 12/03/2023

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

• Initial Complaint

  Date:11/08/2023

  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.

  When booking my flight, I had to try three different times because the page kept on getting frozen, at the end I was temporally charged for all 3 transactions but 2 of the temp drop off without issues. at that time I even called the agency asking if my bookings had gone through or not and they said no that all those temporary transactions were supposed to fall off a couple hours later I get an email with one confirmation I called them back to check if my booking had gone through or not. They said he did but it was already showing cancel and I said OK I figure since everything else got canceled. I just cancel all three transactions and I didnt ask anything more and that a refund was already issue but when I check a couple of days later that in refund was only for like $160 out of $1300 that I paid, so I called them back and they said I had cancelled my flight and I never did, after that I dont even know how many times I have attempted to contact representatives and the customer service from this company and no matter what I tell them or how I explain to them that I never cancel the flight that I had some technical issues when I was booking and I send proof of all 3 different transactions that Im not looking for a refund that I just want my flight to be reinstated and they say simply say no that I canceled my flight so they just took my $1300. I think this is a disgusting way of making money off people Ive save money for months to take my trip and I knew I was booking a flight that was nonrefundable, however, I could make changes if anything came up for a fee. Why in the world would I cancel it and not make a change?? Theyre just saying I did so they can keep my money its insane.

• Initial Complaint

  Date:11/07/2023

  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.

  British Airway had multiple delays and unreasonable cancellation on my flight from 2023-06-18 to 2023-7-15.My case reference is:********* because I suffered so much, BA approved compensation total $438.22+194.61+881.93+1372.21= CAD $2886.97, BA offically promised me this compensation on 2023-8-20 and 2023-9-20, and I suppose to receive payment within 20 days from then; however, after 2 months, I still have not yet receive the payment! I have messaged BA many times, they kept on lying, Very unethical.

  Customer Answer

  Date: 12/01/2023

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

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair 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.

  Purchased a ticket through Priceline, during purchase, we accidentally misspelled the name on the ticket. We called at least 3 times to fix, each time getting a different answer. Once, we were to told that we could pay an additional $200+, to TRY to change the name, but no guarantee it would work. The second time we were told that the ticketed person could change it, but she doesnt speak English and lives 11 time zones away. The third person said that only Priceline could do that, but because we had a follow on flight with another airline, we would lose that ticket once we made the change. We decided to do it that way, but ********* told us that was not true, and after they called British airways, we were told that there is NO GUARANTEE they can change the name, we would have to risk it.

  Customer Answer

  Date: 12/01/2023

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

• Initial Complaint

  Date:11/02/2023

  Type:Product 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 filed two complaints with British Airways regarding canceled flights. The first flight stranded me in ****** and I missed my African safari. The second cancelled flight was to return me to ******* as I missed my African safari. Other than "We've received your response, and it will be reviewed shortly," I have not received any further notifications and cannot reach anyone via phone. I have not had any further information provided on British Airways' chat feature either. I have also sent numerous emails through their website with no further information provided. It is now over 3 months since I filed my first complaint with no further information and no compensation for my 3 days that I was stranded in ******. Below are the claim numbers submitted with British Airways:Claim #1 - ******** (filed July 18, 2023)Claim #2 - ******** (filed October 21, 2023)

  Business Response

  Date: 11/21/2023

  The following email was sent to *********************** on 17Nov23:

  Dear ***********
  
  An update from British Airways
  Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
  We're sorry to hear about the experience you had when you travelled with us in July. We'd also like to thank you for your patience whilst we got back to you.
  We can see we since contacted you about your claim on 02 November and we advised you were *********** compensation and contribution towards your expenses. This was for ******** compensation and ******** expenses. We attempted to raise these payments, but there was an issue with the process.
  Therefore, the payments have been raised again but in your local currency as two transfers for $1,286.34 each. This may take up to 21 working days to appear in your Pioneer Wv Fcu account. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.  
  Thanks again for contacting us.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 11/27/2023

  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:11/02/2023

  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.

  On September 20th my flight was cancelled and I couldnt get a flight for almost 48 hours later. They told me 20 minutes before the flight and I was left on a remote island in ***** where all but one of the most expensive hotels were sold out. So I had to spend over **** dollars for everything at the island, as well as a another few hundred for the 18 hour layover we had in ******. Overall, I spent close to ***** dollars. I filed a claim Sept 21st. It was approved Oct. 1st and said I would get payment soon. It was been 4 weeks since that came true. I reached out over a month ago and they said it would take a couple of days but it will be there soon. Then more weeks and more weeks go by and nothing. I have called over ten times, I have emailed, I have reached out on social media and nothing. They say they have a large volume but on the phone they will tell me it can take a couple of days or more than a year. That is ridiculous. My dad has cancer and I need that money to pay for his monthly medications. I tried to explain that and see if there was something I could do to speed up the process and they have not gotten back to me at all. They cancelled the flights because weather when in reality every other flight going to the same place we were going, left that day. They have continued to cancel hundreds of flights everyday. Once we finally got on our flight back to the US, it was also 4 hours delayed. Its just ridiculous and clearly they have no consequences or regard for any of thier customers. This has happened over and over to so many people. They need to do something and I need my money back. My case number is ********. please let me know if you can help or at least hold them accountable for cancelling so many flights.

  Business Response

  Date: 11/21/2023

  The following emails were sent to ********************** on 17Nov23 & 20Nov23:

  Dear **************
  
  An update from British Airways
  Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
  Ive had another look at your claim for compensation and Ive taken time to make sure our response is accurate and up-to-date. Based on this, our decision hasnt changed and the response youve received about the eligibility of your compensation claim is correct.
  
  As your flight was cancelled due to strong winds at *************** which resulted in Air Traffic Control imposing flow rate restrictions, it means youre not eligible for compensation. Whilst you would have seen some flights still departing, many flights that day had to be delayed or cancelled due to the weather.
  
  
  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. In Recital 14 and 15 of ** Regulation 261/2004, extraordinary circumstances include weather, strike and the impact of an air traffic management decision which gives rise to a long delay. This means youre not entitled to compensation under the ** Regulation for your cancelled flight.
  
  We're sorry you haven't received your payment yet. In order for us to look into this further for you, it would be helpful if you could send me the following information:
  
  
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  
  
  You also mentioned in your email that you incurred expenses up to $2,000.00. The expenses we have total $826.87. We have receipts for two hotels, one cafe charge and one pharmacy charge. Please advise us which costs are missing and we can assess those for you.
  Thanks again for contacting us.
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  ================================================

  Dear **************
  
  An update from British Airways
  Thanks for providing the requested information.
  We're very sorry about the experience you've had, especially as you haven't received your payment. Ive queried this with our Payments team to investigate whats happened.
  
  
  Thanks again for contacting us and for giving me the opportunity to respond to you. Well contact you as soon as we have an update. If in the meantime, you receive the payment or have any further queries, please let us know so we can assist further.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:11/01/2023

  Type:Product 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 travelled through british airways. My ticket was as below 1) At ****** my connecting flight was delayed by 24 hours and I would like to get reimbursed for my cab and uber expenses. I contacted multiple hotels and they told me that they were full and I couldn't find a room and I decided to go to my relatives place for the night 2) I would also like to reimbursed for inconvenience caused due to the delay Your e-ticket receipt **** ** *********** ********** ****** ***** *** *** ******* **** ******* ************** ***** ******** **** ** **** ******** ******** **** ****** ** **** ** *** ******** *** **** *** ******* * ***** ****** *** **** ************** ******* ******* * ***** ********* * ********* ** *** **** ***** ********** ************* ************ * ** *** **** ***** ******** **************** * ****** ******* ******* * ***** ********* * ********* ** *** **** ***** ******** **************** * ** *** **** ***** *********** *************** **** **************** *

  Business Response

  Date: 11/21/2023

  The following emails were sent to ******************** on 09Nov23 & 10Nov23:

  Dear ****** ************* apology from British Airways
  
  Thanks for contacting the ********** of *************** Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.  
  Were sorry it was necessary to delay your flight to ****** on 21 September and understand why you needed to get in contact about this. We take all reasonable measures to avoid delaying 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.
  
  Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the delay to your flight, BA0135, on 21 September. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** law. This means youre entitled to 520.00 in compensation. This would be paid in your local currency as the equivalent $631.37.
  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  
  We're also happy to reimburse the expenses you incurred during the disruption in full. A further bank transfer for the full $302.81 will be raised when we receive the above details. 
  Thanks again for getting in touch. Please feel free to contact us if we can help you any further. We look forward to welcoming you on board again soon.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  ================================

  Dear ****** ************* update from British Airways
  Thanks for providing the requested information.
  I've raised two bank transfers for $631.37 and $302.81 to your Bank of America account. This may take up to 21 working days to appear. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.
  Thanks again for contacting us.  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 11/27/2023

  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:10/31/2023

  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.

  On Jan 9 2023 we booked a trip through Expedia itinerary **************. we had 4 people going together but booked separately We were going to ****** from ************** departing May 17 2023 arriving May 18 2023. flight ****. I paid $611.75 plus $210 for seat upgrade for a total of $821.75. 24 hours or less before we were departing, after all arrangements were made to get to the airport on both ends British Airways changed our flight, our airport our date and our time. one of the people in our party was changed to a different day and would miss out on what we had booked to do there. Because of this confusion, traveling to JFK instead of ******, (we live in **) we decided we couldn't do this. We have tried to get our money back from British Airways to no avail. That is why I am submitting this claim to you. Hopefully you can help me get my money back We also lost money on booking some activities.

  Business Response

  Date: 11/15/2023

  The following emails were sent to *********************** on 06Nov23 & 14Nov23:

  Dear *******************
  
  Thank you for contacting the Better Business Bureau.  A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.
  
  I am sorry that there were changes to your travel plans this past May.  I have reviewed your travel record ****** which included another passenger, ************************** 
  According to the details in your booking, ****** from ******, ********** to *************** was cancelled on 16 May due to technical issues. An alternate flight was offered BA1511 operated by American Airlines AA100 from ********, ***, which is considered the same routing. 
  
  An email notification for the flight cancellation and new flight offered was sent on 16 May to ********************** and accepted through ba.com.
  
  Once the new flight was accepted you needed to travel on it but as you mentioned decided not to which resulted in an automatic "no show" entry in your booking.  Your travel agent contacted our call center on 17 May and they were advised of the no show and that the fare you had purchased was nonrefundable with penalties, so a per fare rules refund would only apply.    
  
  A refund for the prepaid seating was processed only for ****** because we cancelled this flight.  A total refund of $210.00 ($105.00 x 2) was credited back on 18 May 2023 to a credit card ending in *****  Prepaid seating for ****** is not refundable since you voluntarily cancelled or no showed. 
  
  I have sent you flight tickets ************** and ************** over to our Refunds team for a fare rules refund which will be minimal because penalties will be applied. Any refund due will be processed back to the original form of payment.  
  
  Thank you for getting in touch and giving me the opportunity to respond.  We hope to welcome you on board one of our flights soon.  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  ================================

  Dear *******************
  
  Thank you for your reply email. 
  
  While I can understand your reasons for asking for a full refund on your ticket and *******************, unfortunately it's not possible. 
  
  Although I have not reviewed the booking for the other two passengers you mention, *********************** and *************************, they most likely were not on the same booking together, and so not offered the same alternate flight.  We cannot spilt someone off a booking unless that request is made by one of the passengers directly with our call center.  In addition, they may have not accepted the alternate flight and date so they would get a full refund of their tickets.   
  
  Again, ********, *** and ****** airports are considered the same routing and once the alternate flight offered ****** operated by American Airlines AA100 from ********, ***, was accepted by *************** you both needed to fly on that flight.  
  
  I have received confirmation that a refund of $169.05 per ticket was refunded on 12 November back to the original form of payment which was a Visa card ending in ****  Please allow one full billing cycle for the credit to post.
  
  To offset some of your loss, I have arranged an evoucher for the amount of $500 ($250 per person). Below are the details of the eVoucher with a link to some helpful information about how you can use it:
  
  
  ******** ******* **************
  ***** ********
  ****** ******
  ******* ***********
  
  
  If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:
  
  www.britishairways.com/travel/evoucher/public/en_us?gsLink=searchResults
  
  Thank you for getting in touch and for giving me the opportunity to respond.  We hope to welcome you and *************** on board one of our flights soon.  
  
  Best regards
  
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********