Are you fighting to get a refund from British Airways for a cancelled flight? Have you been denied compensation for a delayed flight? Trying to get what you are legally entitled to is not the easiest of tasks. During its 100 years of service, standards of our National Carrier have plummeted and customer complaints have rocketed accordingly. If British Airways is not forthcoming in issuing the refund or compensation that you are owed then here is how you can get your money back – and contact BA.
If your flight is cancelled by British Airways (and it is not due to an extraordinary circumstance) then you can claim a full refund under consumer law. This applies also for non- refundable tickets. In the event of a flight cancellation, BA should allow passengers to cancel their booking and receive a full refund without question within 7 days.
British Airways may offer a future travel voucher (FTV) or e-voucher instead of a refund. You are under no obligation to accept either. Vouchers are regarded as compensation and do not have the same type of protection as credit notes. They are simply a way for British Airways to retain the money and provide an alternate service at a later date when the voucher is redeemed.
If your flight booking was made through a travel agency, you will need to contact the agent to obtain a refund. The same rights under consumer law are applicable.
How to get a refund from British Airways
Use the correct terminology and state your aviation consumer rights clearly in any complaint.
Consider how you paid for the product or service. If payment was made (even if only in part) by Credit Card then you are covered by Section 75 of the Consumer Credit Act 1974 and can claim accordingly. If you paid by Debit Card then you may be able to get your money back using Chargeback if within the 120 day purchase window. Contact your bank.
Check any applicable insurance policy Terms and Conditions to see if any would support a claim.
Use the Resolver online issue resolution service for help in making your complaint and getting your refund from British Airways
Escalate your issue by contacting the CEO Sean Doyle seanldoyle@ba.com or Head Office.
Consider Alternative Dispute Resolution. For aviation disputes in the UK there are two approved schemes in the aviation sector i) Aviation ADR and ii) CEDR. British Airways is a member of CEDR.
If all of the above prove unsuccessful, you may need to refer your case to the CAA or consider taking your case to the Small Claims Court. A final letter before action will be required before doing so as you will need to demonstrate that you have given BA ample opportunities to address the problem before escalating it in this way. Ensure you thoroughly check what you are and what you are able to claim for before filing your case and take legal advice if necessary. Use letter templates for complaints from Money Saving Expert, Which? and Citizens Advice.
How to contact British Airways by telephone
Contact numbers are listed on the website.
For most enquiries the number is 0344 493 0787 calls are charged at local rate and lines are open from 8am to 8pm.
However you can avoid charges by contacting British Airways by telephone on 0800 727 800. Be aware you could still have a long wait and may be cut off. Choose your times carefully and avoid peak call periods. Making smart calls at optimum times can reduce your waiting time to get through to a real person.
Customers with disabilities can contact British Airways on 0800 408 1100 and lines are open from 9am to 5pm.
How to contact British Airways by email
British Airways can be contacted by email via this online form.
You can also make complaints and claims on the BA customer service portal.
Email the CEO Sean Doyle Seanl.Doyle@ba.com
Updated email options to try are detailed below.
duty.office@holidays.ba.com
baholidays.contactcentre@ba.com
basupport@email.ba.com
Customer.Relations@holidays.britishairways.com
Shahid.tufail@ba.com (Customer Experience Manager)
Calum.Laming@ba.com (Chief Customer Officer)
Customers can also contact British Airways via social media and Twitter in particular always seems to prompt a quicker response. However you still need to ring British Airways to use a FTV.
Write to British Airways at the following address:
British Airways
Customer Relations (S506)
PO Box 1126
Uxbridge
UB8 9XS
United Kingdom
Don’t forget to quote your reference number if applicable
I hope that the above tips help you to get a refund from British Airways but if not then I’m here to help so please get in touch.
I can’t get a refund of €244 for seats I purchased and did not get I have sent about 12 emails and I spoke to a live chat and no response some Airline first and last time traveling with them.
Hi Frederick, sorry to hear this. Who have you sent the emails to? If just customer service then escalate to CEO level.
BA sent us a email after a cancelled flight that we are entitled to a compensation and even approved it with sending us transactions numbers for the settlment cost. But the.loney never arrived and we are waiting for 4 months and they say that they are still waiting for information from their financial team . Donno what to do. please help
Lots of options detailed in blog post Sandy. I’d escalate case to CEO level, raise a case via Resolver and also speak to payment provider with regard to possible Section 75/chargeback claim.
The BA contact emails for Chris, Jane and Tom above were bounced as unknown on attempting today 23 August 2023
Many thanks for the update John
BA habe descended to be WORSE than the locosts who at least jabe functional IT systems.
Today they’re simply the UK brand of a Spanish registered multinational harvesting cash from inherited brand and slot dominance.
#BestAvoided whenever possible unless your happy to pay over the odds for an inferior and less reliable trip.