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I have just returned from the third consecutive trip where my pre-ordered duty-free purchases were not loaded onto the aircraft. So far this represents a 100% failure rate on behalf of BA and Tourvest, who run the show on their behalf…
Has anyone ever actually managed to get any pre-orders successfully delivered to their seat?
And did you also have the cabin crew swear that it wasn’t loaded and the customer services email address claim that it was? (That’s a “no” by the way in terms of having had something successfully delivered).
Three orders. Three successfully delivered to my seat. No complaints!
Two here. The first was on my seat on boarding, the second I was told I wasn’t allowed to have it they brought the rest of the duty free round.
How are you dealing with this in terms of showing you didn’t get what you paid for?
I placed an order that I should have received when I flew back from BOS (BA238) on 1 July.
40 minutes before landing, I approached one of the FAs to let her know I had not received anything. She phoned a colleague who was responsible for Duty Free on that flight, and was told they could not deliver the DF because of a problem with the trolley. She passed on apologies.
I emailed the High life Shop on 3/7 to ask for a refund, and got an email back on 4/7 saying they would issue a refund which would take 3 to 5 days.
12/7, no refund received, raised a formal complaint online with BA. No response.
19/7 tried calling, twice, during office hours. Call not answered and cut off after a minute.
19/7 sent an email to Sean Doyle, and raised a chargeback with Amex.
Update on my Duty Free not being delivered on 1 July.
Impossible to get through to the High Life Shop on the phone.
BA refused to consider my complaint; even though I ordered through a BA branded website, the goods should have been delivered by BA staff, and the High Life Shop terms and conditions are published by Tourvest on behalf of BA.
Avoid at all costs.
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