No Avios refund from cancelled reward flight

[Alexthenotsogreat]

I’d appreciate some advice on the best next step with the problem below…

I cancelled two Avios flights several months ago after becoming unwell, outside the 24 hour window. I received the cash element back surprisingly quickly (minus £35 pp cancellation fee of course).

I have however never received my Avios back (86,000).

Over the past two months I’ve used chat, phone and Twitter to try and get this fixed -all to be told the issue would be passed on and resolved within 5 days. Nothing has happened. I raised a complaint and received a boiler plate non-response with ‘here’s a selection of links that might be useful’ which naturally wasn’t useful and made me irate.

I’ve got an Avios subscription so the 86,000 Avios represents a sizeable chunk of real money for me. I am not sure where to proceed from here. Does the fact I ‘bought’ the avios give me any recourse for example? Does anyone have any advice?

Thank you!

[AJA]

Has your complaint been closed? You can check the status of the complaint at https://www.britishairways.com/travel/feedbackclaims/public/en_gb/track?source=track-case-landing-page

I would try writing a letter to BAEC and send it to PO Box 1125, Uxbridge, UB8 9XR, stating exactly when you cancelled and that you have received the cash element but not the Avios. Detail the dates and times you’ve called and used the chat and X to try to resolve this issue.

Alternatively you could make a complaint via CEDR directly if it is more than 8 weeks since you lodged your claim.

[Alexthenotsogreat]

Yep they have closed it. But thanks – I will try writing to them at that address in the next instance, and then if I still don’t get anywhere go down the CEDR route. Cheers!