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I made a couple of BA complaints and did not screenshot the reference number. It said I will get an email but I have none so now I do not know how to check the complaint status. Any idea how these can be found?
If you login to your BA account and go to the URL below you can see active and closed cases.
https://www.britishairways.com/travel/feedbackclaims/execclub/_gf/en_gb/select
BA recently added the ability to see your active cases under your profile – same place where you’d start a new case. Any luck there?
Amazing thanks.
So the first one is there and says:
“Your case status
Your case has been closed. An email with the results has been sent. Please reply to the email if you have new evidence to reopen the case.”Obviously I never got an email so cannot do much about this.
The other one I wrote for my sister and I think was not linked to a flight so she won’t see it on her profile.
The issue seems to be emails not being sent …
@yonasi – do follow the route suggested, and get your case reopened rather than opening a new one which is likely to cause additional delay. In respect of ‘new evidence’ you just need to adapt something from the specifics of the original claim, particularly if it’s a statutory one rather than a customer service complaint.
Had similar problem recently..unable to get any response until I went to Facebook Messenger..found out that you can only have 1 claim per booking (we had problems on the way out and late arrival on the way back). 2nd case closed automatically..agent told me this will keep happening..
You have to add any further claim to the original case number (as per above). Btw uploading documents/screenshots doesn’t work on Android tablets..must be by phone…what a cumbersome system 🤔I am in a similar situation – complained about brunch on a F flight to Chicago and got GBP150 a few days later. Problem is now that the other flight on the booking (return from Toronto to London) was delayed overnight and BA refusing to read the claim for delay and hotel costs. Have tried to raise a new claim but seems like next step is MCOL
I am in a similar situation – complained about brunch on a F flight to Chicago and got GBP150 a few days later. Problem is now that the other flight on the booking (return from Toronto to London) was delayed overnight and BA refusing to read the claim for delay and hotel costs. Have tried to raise a new claim but seems like next step is MCOL
Ah well, under BA’s new system it’s not a good idea to rush to complain about something relatively minor when you might have a much more serious/bigger statutory claim for the same PNR.
I wouldn’t be rushing to MCOL because that requires quite a bit of work and unless you are very confident and familiar with the process, BA can tie you up in knots with procedural issues.
While it’s not obligatory for County Court small track claims, it’s good practice to warn the potential defendant that you will issue a claim unless they settle the matter.
If I were in your position, I would reopen the case BA has erroneously closed, reiterating the essentials in the clearest, most concise way possible and set out the resolution you believe is owed in Avios/cash, per person and in total. If there’s any potential for BA to claim ‘extraordinary circumstances’ address that. Tell BA that failing settlement within 14 days you will issue a claim for the full sum plus interest and court fees, so please would the now immediately address the erroneous and premature closure of your case.
@tical – I should have added that I don’t know the details of your claim, but if there’s any doubt as to whether BA might be able to claim ‘extraordinary circumstances’ you might want to consider going to CEDR rather than MCOL. If you go the court route, BA would quite likely offer to pay your reasonable overnight costs but continue to challenge the compensation so that if you lost, you would lose the court fees which might ultimately include a hearing fee.
@tical – I should have added that I don’t know the details of your claim, but if there’s any doubt as to whether BA might be able to claim ‘extraordinary circumstances’ you might want to consider going to CEDR rather than MCOL. If you go the court route, BA would quite likely offer to pay your reasonable overnight costs but continue to challenge the compensation so that if you lost, you would lose the court fees which might ultimately include a hearing fee.
Interesting nuance – appreciate the pointers
Submitted a case on 30th Oct. The status has not updated beyond received. Is this a normal time frame? Should I just wait it out or give them a call ?
17th Oct and in the same boat.
Submitted a case on 30th Oct. The status has not updated beyond received. Is this a normal time frame? Should I just wait it out or give them a call ?
Cases are triaged/prioritised on receipt. It depends, amongst other things, on the nature of the case, complexity, status etc. Much more recent cases have already been settled.
13th Oct and still only showing as ‘Received’. Given it’s an open-and-shut case (seat selection fee refunds for the cancelled KUL flights) I’m amazed and annoyed it hasn’t been dealt with yet.
I’ll be ringing them tomorrow and likely opening a CEDR claim next week.
Exactly 2 months from submission to resolution, this was for the shoddy lounge in San Diego, no seats, dirty toilets, limited food. Asked for 15k Avios each which was cheeky, ended up with 5k Avios each which will do. Brings me to 235k for the year at .33p compared to 298k at .28p last year.
@tical – I should have added that I don’t know the details of your claim, but if there’s any doubt as to whether BA might be able to claim ‘extraordinary circumstances’ you might want to consider going to CEDR rather than MCOL. If you go the court route, BA would quite likely offer to pay your reasonable overnight costs but continue to challenge the compensation so that if you lost, you would lose the court fees which might ultimately include a hearing fee.
Interestingly BA paid out fully in mid December even though they rejected the claim twice, seemingly because it was the second complaint submitted on the same booking. No communication still
@yonasi
How did you reopen the case ? Mine also says case closed, no payment sent , no email received.Personally, never had a problem with getting resolution (indeed some in-flight issues were pro-actively raised by cabin crew). I think people just need to be very clear:
– what they are complaining about/requesting compensation or similar for
– what the impact was resulting from the issue
– what resolution you wishWhilst it might be infuriating when things don’t go to plan/as you expect, that bus has gone. Be concise, polite, and specific.
@yonasi
How did you reopen the case ? Mine also says case closed, no payment sent , no email received.They eventually replied with an answer …
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