Forced downgrade on flights and refund requirements

[porterpainter]

Hey folks,

This question is definitely a first world problem, but I'm wishing to exercise my rights.

Earlier in the year I booked a BA flight from Manchester to Atlanta via London Heathrow. It was a business trip (for my own company) and there was a good deal on for a first class ticket via an online travel agent so I booked and paid.

Prior to flying, BA cancelled my original ticket and re-issued it with business class on all the same flights. Not the end of the world, but equally not what I had booked/paid for. The travel agent advised I could claim a refund for the difference after I travelled.

According to the CAA, extract taken below, I believe I'm entitled to a 75% refund of my ticket costs:

https://www.caa.co.uk/passengers/resolving-travel-...



After many months of backwards and forwards with BA and their utterly awful offshore 'customer services', I've received a refund of about 20% of my fare.

Am I missing something in the legislation/CAA code above or should I have received 75% refund?

Thanks in advance
Andy

[The big yin]

The customer service dept will be there to help but also to see if they can cut costs , I would go to the big boss and see what help he can be


Mr Sean Doyle CEO

Email [e-mail]
Telephone [phone]
Switchboard 0208 738 5050
Website https://www.britishairways.com/travel/home/public/en_gb

[Steve-B]

You might want to investigate UK261/2004 which is for flights outward from UK being cancelled or altered. I'm not 100% sure if it would apply, but it might be worth a shot as you had paid for goods not delivered. Another route might be the Distance Selling laws, again, you did have your flight but if you've not received a full refund for the diff of 1st -> Business it may be a clawback on your Credit Card worth investigating.

[Ted H]

BA is woeful with these things and they seem to always try and stiff people with refunds and compensation.

If you raise a complaint to the CEO as someone else suggested, you might get some progress.

Alternatively, if you paid by personal credit card, you should be able to raise a dispute under section 75 of the CRA as the services received were not what you originally paid for, and your bank will deal with it.

Note that if you paid by business credit card, you do not receive section 75 protection and your primary option would remain a complaint directly to BA.

[bobthemonkey]

How far ahead of flying were you downgraded?