Well Done British Airways

[becky2203]

Opposite experience to us. Not impressed with BA at all. Our flights for this coming Wednesday were cancelled a few weeks ago and we still haven't received a refund.

Unlike Virgin Atlantic who have been brilliant about another holiday we had booked.

I think the OP may be referring to British Airways Holidays? It seems people who had a package booked are fairing better than those who were flight only.

[neil1489]

Originally Posted by becky2203

Opposite experience to us. Not impressed with BA at all. Our flights for this coming Wednesday were cancelled a few weeks ago and we still haven't received a refund.

Unlike Virgin Atlantic who have been brilliant about another holiday we had booked.

I think the OP may be referring to British Airways Holidays? It seems people who had a package booked are fairing better than those who were flight only.

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No it was BA - I did book a flight and car package so don't know if that's made a difference, don't see why it should though

[prugone]

Flights only are booked direct with BA. Packages are booked via BA Holidays who definitely are a beacon of light in the current circumstances. Booked flight, car and first night at Gatwick Hilton going 19thMarch. 16th March received an email from them cancelling everything. 20th March a full refund is in my credit card account. I paid BA £276 for seat bookings, submitted a refund request over two weeks ago, no acknowledgement and dead silence. Wonder if they'll appreciate a daily refund request until they cough up. They charge enough for their seats so I've no qualms about getting my money back from a sinking ship!

[Rose89]

If for some reason your refund is unable to go through the system automatically with BA it has to be done by a back office team manually. That back office team is based in India who are currently on complete lockdown and not able to attend work. Other departments are trying to help but it's work they're not used to doing so it's slower than normal with a lot more work than normal needing to be done. Rest assured they are all trying their best. Some luckily enough can work from home. Others have to go to work and risk their health and those of their family. Your refund will get to you as quickly as they can.

[harber78]

I got a refund on a booking for flight only with British Airways. It did offer a reschedule or voucher but gave a phone number if you wanted a refund.

Was on hold for 45 minutes and then put through to Indian call centre and they actioned the refund which was back on credit card account within a week. This was for a flight on 8 April.

[Joshie1]

Originally Posted by Rose89

If for some reason your refund is unable to go through the system automatically with BA it has to be done by a back office team manually. That back office team is based in India who are currently on complete lockdown and not able to attend work. Other departments are trying to help but it's work they're not used to doing so it's slower than normal with a lot more work than normal needing to be done. Rest assured they are all trying their best. Some luckily enough can work from home. Others have to go to work and risk their health and those of their family. Your refund will get to you as quickly as they can.

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Rose89 would you know if all the IAG refunds would be routed through India? I ask because our booking is with Aer Lingus and will be expecting a refund as our flight in May doesn’t appear to be going ahead. Have no intention of contacting them though until much closer to the date.

[stanleycamel]

Originally Posted by Rose89

If for some reason your refund is unable to go through the system automatically with BA it has to be done by a back office team manually. That back office team is based in India who are currently on complete lockdown and not able to attend work. Other departments are trying to help but it's work they're not used to doing so it's slower than normal with a lot more work than normal needing to be done. Rest assured they are all trying their best. Some luckily enough can work from home. Others have to go to work and risk their health and those of their family. Your refund will get to you as quickly as they can.

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Well said Rose89.

The last I heard there were 700k "in the queue".

BA staff at the contact centres have key worker status (as far as transport is concerned) and they have a letter to carry to produce to the police if stopped when travelling to and from work. The pressure within the centres is immense and not everyone phoning them is patient or even pleasant so please give the agents a break when talking to them, leave the bad language behind - yes it happens more than you think - and a simple thank you at the end really helps.

#bekind

Knowing my luck I am probably number 699999 in the queue

[badmousewife]

We had a BA flight and car booked and have been refunded pretty quickly. We were due to fly on 24 April. We had a message last Monday to say the flight was cancelled, my other half then rang them on Wednesday as we knew we definitely didn't want a voucher. The flight and seat reservation money was refunded this morning. I'm feeling quite lucky to have been dealt with so promptly.
Hope everyone gets sorted with their refunds soon.

[Danielle87]

I’d like to add to this also. We have had great service from BA also our holiday got cancelled so we rang them the same day and today the money was back in our account. It took around a week. We have now booked again but only paid deposit.

[derenstar]

We’ve just received our refund for our flight only booking this morning from BA. I had to ring them twice though, first time around they didn’t action the refund request. Second time I rang early morning 72hrs before we were scheduled to travel, which was yesterday (06/04). The person I spoke to was very helpful and the money has gone back on our credit card as at this morning. Have just asked the credit card company to transfer the funds back into our accounts as we have no balance on the card. Overall, it was quite a painless process with BA.

We have flights booked later in the year with Easyjet and Lufthansa- I’m not looking forward to trying to get any money back from those companies! I’m still holding on to the slim hope that we might be able travel in July and August - though the August trip is to Tuscany for a wedding! 😳