I needed to amend a flight with British Airways that meant cancelling my original booking. I first called the airline and, after a long wait, obeyed its automated advice to cancel online to avoid extra processing charges. Little did I realise this would cost me $2,488 (£1,622). I clicked on a red refund button on my account page expecting to see more information about how much I would be refunded. Instead, the screen simply stated that my refund would be processed. Weeks passed, and I got nothing. Eventually, I received just £206. I was told I was only due a refund of taxes. Had I known I was going to be left so out of pocket, I would not have cancelled, but nowhere on the website was I made aware of this. NZ, Sunnyvale, California
BA says a refund amount is not always stated when a booking is cancelled online because it may need to be “calculated manually”. A spokesperson adds: “This is explained before they confirm they wish to proceed. And our fare conditions are made very clear during the booking process.”
Because you cancelled outside the 24-hour grace period and your ticket was non-refundable, you were only due a return of your taxes. BA recommends customers call for a breakdown of the refund which, of course, you tried to do. BA obviously needs to make its “clear” conditions clearer.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
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