British Airways False promises of reimbursed hotel and transportation expenses after flight cancellation due to British Airways problems Nationwide
British Airways cancelled our flight from Las Vegas to London (LHR) after waiting for over 2 hours to past midnight. The agents provided printed instructions to all customers to book their own hotel and pay for transportation and submit receipts to BA for reimbursement. Repeated promises were made about how the reimbursements would work and how they would also pay for loss of activities and time at the destination as this was their fault.
When asked the agents why they were not booking hotels as was the norm? the agent said there was a convention in town and not enough staff and time to book hotel rooms for all customers as flight was cancelled around midnight. There were repeated assurances of easy reimbursement once receipts were turned in for hotel, transportation, meals and loss of whole day at destination.
This is the recent response from customer service after receipts were turned in:
Dear Mrs Shroff
Thanks for sending us the receipts for your expenses and bank information. I'm sorry we couldn't reach you by phone.
We're not liable for any consequential loss a customer or third party may have as a result of a delay, so I'm afraid I can't reimburse your hotel, fuel and car hire expenses. We generally direct customers to their travel insurance company who may be able to help.
However, I'd like to contribute towards the meal expenses you had. I’m arranging for 50.63 USD to be transferred to your bank account using the details you provided. You'll receive it shortly.
Thanks again for getting in touch with us. Please feel free to contact us if we can help you any further and we look forward to welcoming both of you on board again soon.
Best regards
Aishwarya Abhishek
British Airways Customer Relations
Your case reference is:13605982
Please use the following link to send us a reply and quote your case reference 13605982 in any correspondence with us:
>https://britishairways.com/travel/webforms/public/en_gb?eId=120001&wfpId=custrelreplies&case=13605982
**Please do not send payment card details via email**