Ana Iamandi’s parents purchased British Airways tickets from Romania to the United States to visit their daughter, but her father became ill before the original departure date, and died before the tickets could be used. Who should refund the fare? Continue reading…
How many times can you ask for help? John and Jeanne Vesty would like to know. They travel frequently to Europe. They are also frequent visitors to this very consumer advocacy site, because sometimes your choice of airline has lasting consequences.
Samantha Sieverling is in a bind. She has tickets to fly from Seattle to Sofia on British Airways, with return through Istanbul, but she doesn’t feel it’s a safe route. Continue reading…
Cynthia Lane is grounded, but British Airways is flying away with her money.
It can keep the $1,013 she spent on her nonrefundable airline tickets. But should it?
When Janet Szumlas’ flight from Phoenix to London to Oslo was delayed for five hours, she was impressed with how efficiently British Airways handled the problem. When the Szumlas’ checked in, the agent had already rescheduled the London-to-Oslo leg for them.
“All went well,” Szumlas said. Continue reading…
It was a hot week for travel. Literally.
A British Airways Boeing 777 caught fire on the runway at McCarran International Airport in Las Vegas. Billowing black smoke and orange flames could be seen pouring from under the plane’s wings, sending passengers fleeing quickly from the aircraft and across the tarmac before approximately 50 firefighters doused the aircraft in minutes. The cause of the fire isn’t clear yet, but it didn’t appear to breach the cabin. Continue reading…
Deanna Nielsen booked a multiple-leg itinerary on British Airways from San Francisco to Nairobi, Kenya, with a stopover in London in February. She purchased the trip through Diamond Resorts, which describes itself as a “full service hospitality and vacation ownership company.”
After a flight delay, British Airways reschedules flights for Chintha Kuruppunayake and her friend to arrive at Washington Dulles International Airport instead of Baltimore-Washington International Airport. No worries, the airline will cover the cost of their shuttle back to BWI. And then it doesn’t.
I prefer to stay out of the crossfire in my line of work. Yet I find myself in that situation with some regularity, including this frustrating refund case involving British Airways.
The airline insists Patti Naji and her husband were no-shows for their flight from Athens to London, the second leg of their return trip to Philadelphia.
James Ould’s airline schedule change means he’ll save a bundle on taxes and fees. So why won’t American Airlines see things his way?
Mercedes Revilla reserves two seats on a British Airways flights, but she gets assigned different ones. Is she entitled to a refund?
Allison Ruark’s infant daughter doesn’t have a ticket. Who’s responsible for this mess?
Question: Earlier this year, I booked tickets through Expedia.com for myself and my infant daughter to fly from Johannesburg, South Africa, to Billings, Mont., on British Airways. Our return flight was from Chicago to Johannesburg.
I purchased an infant-in-lap ticket for my daughter, and the confirmation I received from Expedia showed a fare of $283 for her ticket. A few weeks later, I got an email from Expedia alerting me to the fact that it could not ticket my daughter’s reservation.
Unfortunately, I didn’t notice this email from Expedia. I also later realized that Expedia had never charged me for the infant ticket. My Expedia profile showed that the itinerary was “booked and confirmed,” and my infant’s ticket was marked “ticketing in progress.”
I arrived at the Johannesburg airport two hours before my flight, and the British Airways agent at the check-in desk told me that she could not locate a ticket number for my daughter. She asked me to go to the ticketing desk in the terminal. I did, and for more than an hour various agents worked steadily to try to ticket my daughter.
I still do not understand exactly what the issue was, but my best understanding is that they were not able to modify the Expedia reservation, nor were they able to ticket my daughter separately from my reservation. At any rate, the flight closed while they were still trying to ticket my daughter, and I missed the flight.
The British Airways agents insisted that it was Expedia’s responsibility to rebook me, so after 2 1/2 hours at the ticket desk, I left the airport, checked into a hotel and called Expedia. After many hours on the phone, Expedia offered to refund the ticket. I had to buy another ticket, which cost nearly a thousand dollars more than the cost of my original ticket. I also incurred the costs of more than a day in a hotel, and meals.
In Expedia’s view, it fulfilled its responsibility by sending me that email notification about my daughter’s ticket, and it had no responsibility to follow up with me by phone or by posting information alerting me about the problem in my online account. In British Airways’ view, Expedia is at fault, since the airline had no idea that my infant was not ticketed prior to my attempted check-in at the airport.
In my view, they both bear blame. Expedia should not sell a fare that it can’t ticket. I also believe that Expedia had a much greater responsibility to alert me to the issue, through follow-up emails or by phone calls, or by putting information in my online account, where I would have seen it.
It seems to me that British Airways also should be able to tell, prior to check-in, when a passenger has not been ticketed, and then be able to issue an infant ticket onsite. Several agents worked on the issue for more than an hour and could not get it done.
Neither company is admitting any responsibility, and neither one has done anything to reimburse me for the extra costs incurred. Can you help? — Allison Ruark, Corvallis, Oregon
Answer: When you’re acting as your own travel agent, you have to stay on top of things. On domestic flights, infants are not required to have their own seats. But on international flights, they’re charged a percentage of the adult fare. British Airways’ infant fare is 10 percent of the adult fare, when the baby sits on an adult’s lap.
Expedia should have notified you about the failure to ticket your daughter, and simply sending you an email wasn’t enough. A phone call or a follow-up email would have helped. Its system should have been able to detect that you had tried, but failed, to buy a ticket for your baby and that you were about to fly without your daughter’s airfare. Certainly, British Airways could have had a more flexible system, too.
Ultimately, a quick check of your itinerary at least a week before your departure date would have revealed the missing ticket, and then none of this would have happened.
As I reviewed your correspondence, I think you might have benefited from using the phone, email or possibly even social media to fix your problem. An email to the right person at Expedia or British Airways (I list the executives for both on my site), or perhaps a message sent to either company’s Twitter account, might have led to a quick resolution.
I contacted Expedia on your behalf. The online agency refunded most of the extra cost of spending the night in a hotel and rebooking a new ticket. Expedia also issued $400 in coupons to cover your other costs it couldn’t reimburse.
British Airways flight 68 from Philadelphia to London was canceled on July 8 — “technical” issues, as Brian Osborn recalls. It was to be the start of a 12-day vacation to Scotland, cut short by a faulty plane or two.
Felix Chan’s parents are stranded in New York after a storm. They can’t get back to Hong Kong because he used miles to pay for their ticket. Are they stuck?
Question: My parents, who are visiting me from Hong Kong, are scheduled to travel on Cathay Pacific later this week from New York to Hong Kong. But their flights were canceled because of a hurricane. Here’s the problem: Both of their tickets were redeemed using my British Airways points. And those tickets follow a different set of rules.
A Cathay Pacific representative told me that since this is an award ticket issued by British Airways, there is nothing Cathay Pacific can do and that I should work with British Airways, who issued these two tickets.
I then proceed to contact British Airways over the phone, where the representative told me that all they can do is search through the Cathay Pacific “award inventory” and they do not see anything for another month. I did ask if they can try to rebook my parents on British Airways or another airline, but they were turned down.
Flight delays happen. But the one experienced by Nigel Goring-Morris and his companion on their flight from Tel Aviv to Honolulu by way of Los Angeles was so long, and the initial compensation so inadequate, that I’m considering getting involved.
Maybe you can help me sort this one out.
Goring-Morris’ entire trip was booked through American Airlines, but his first leg was on American’s codeshare partner, British Airways. The first part of that flight, from Tel Aviv to London, went off without a hitch. But the connection to LA was delayed by 10 hours, and they missed their next connection to Honolulu.
Result: The passengers missed an entire day of their planned vacation. But that’s not all.