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I think I know the answer to this.
Avios booking in Premium economy for two people LHR to BWI in May 2024 – flight home was cancelled, we were rebooked, but downgraded to economy.
Compensation claim went in in May. Got a speedy refund (to be fair) for the cancellation, but I’ve been strung along regarding a refund of some sort for the downgrade.
I received three separate emails (back in September) suggesting that a “refund” has been made to my card. Nothing ever happened. I chased, and was told three weeks later that they were very busy and to wait 21 days for my refund to appear. It never did, no replies to anything. Now out of the blue, I’ve been emailed telling me I’ve been refunded 25,000 Avios. Which I haven’t. I’ve been credited an equivalent amount of Avios for the return flight from BWI (67,500 Avios) – but then debited an Avios booking’s worth flight to Newcastle (48,750 Avios). One minus the other doesn’t even equal 25,000 Avios!
Before I go insane at all this – what’s my next move? What compensation/refund should I be receiving? Despite countless emails to BA asking what I should expect, nothing ever came back. They haven’t even explained what the 25,000 Avios even represents in relation to my booking and the downgrade. I was under the impression that a downgrade was compensated at 75% of both the cash and Avios elements? Is that correct?
If you got a refund for the cancelled leg, I don’t think you’d get downgrade compensation on the re-booked flight. From your post, you seem to have got a refund PLUS a new flight, which is technically more than you’re entitled to, surely? Apologies if I’ve read this wrong!
I think BA effectively treated your booking as if you cancelled the original inbound – hence the refund of 67k Avios. And then sold a one way economy fare hence the deduction of 48k Avioa.
Why was the original return flight cancelled?
If the flight cancellation wasn’t due to extraordinary circumstances then you would’ve potentially been entitled to compensation for the cancellation together with being rerouted for free. But you wouldn’t have had the refund for the original flight.
@NunoBettencourtsPinky – a few things here:-
1) @AJA explanation is plausible and fits in with BA’s change in dealing with downgrades that started sometime in the early part of last year. Those who asked for a refund/reimbursement got just that rather than the long haul 75% compensation to which they were entitled.
2) it’s actually quite unusual, if BA says they have refunded you 25k Avios, for them not to have done so. If you are in a household account, have you checked the credits/debits in the other accounts)?
3) any cancellation/delay compensation is a separate issue, but you are potentially owed this as well.
Was there any space in PE for sale on your new flight. If so they should have booked you in that. Did you check?
As @JDB said in another thread , always check refund ie difference in fares vs the 75% downgrade compensation. Claim largest
Thanks all.
I’ve responded about the 25,000 avios that aren’t 25,000 avios, and pushed the 75% reimbursement again.
No doubt it’ll be several months before they reply.
Onwards!
@NunoBettencourtsPinky – a few things here:-
1) @AJA explanation is plausible and fits in with BA’s change in dealing with downgrades that started sometime in the early part of last year. Those who asked for a refund/reimbursement got just that rather than the long haul 75% compensation to which they were entitled.
2) it’s actually quite unusual, if BA says they have refunded you 25k Avios, for them not to have done so. If you are in a household account, have you checked the credits/debits in the other accounts)?
3) any cancellation/delay compensation is a separate issue, but you are potentially owed this as well.
I’ve checked household account and nothing else is there in terms of credits of Avios.
Cancellation compensation has been completed and I received that within a couple of weeks of making the claim.
Was there any space in PE for sale on your new flight. If so they should have booked you in that. Did you check?
As @JDB said in another thread , always check refund ie difference in fares vs the 75% downgrade compensation. Claim largest
There were indeed no spare seats – the flight was full for obvious reasons.
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