-
Hi everyone,
Last year we flew Manchester to Tokyo via Heathrow on a CV in economy. Before flying out, availability opened in premium economy on the return leg and we upgraded. On the day of the return flight from Tokyo, we got an email saying the inbound flight was delayed and we’d miss our shuttle, so needed to rebook. The automatic option BA offered didn’t work, so after a phonecall they rebooked us via Frankfurt with Lufthansa in economy, being told we would be refunded for the downgrade.
Hoping that would be automatic, I did nothing for a while before filing directly for a refund a few weeks later.
After several emails – in typically speedy BA style, replying once every month or so – of them refusing the claim saying we were booked in economy and me insisting we had premium economy tickets and sending the booking confirmation, I’ve now had this response:
Thank you for having written to us with a refund query.
Kindly note that a fare quote is not required for the referenced itinerary, as the passenger was originally booked in the WT cabin.
The additional amount collected for the upgrade is eligible for refund and will be processed back to the original form of payment. Please be advised that the change fee is non?refundable; only the fare / tax difference (additional collection) paid for the upgrade will be refunded.My question now is: is this them accepting my claim, including an Avios refund for the difference? They keep including the line about “the passenger was originally booked in the WT cabin”, but we were booked in premium (World Traveller Plus, right?). It’s annoying they’re excluding the change fee because that was a big chunk across four full fares and an infant, but that’s not the main issue…
This is incorrect. You had tickets in Premium economy and were downgraded, so you are due 75% of the total cost (excluding proper taxes/airport fees) of that downgraded flight as its a long haul flight (lower rates apply for shorter flights).
Work out how much you paid in total (avios plus cash) for the flight back including whatever you paid for the upgrade, and subtract any departure taxes. Multiply the avios by 2, to account for the value of the companion voucher.
Work out what percentage of the total distance TYO-LHR-MAN is the downgraded flight (>90% I’d guess). You then want to request 75% x ~90% x the total you came up with earlier as a reimbursement under UK261 for the involuntary downgrade.
You may (almost certainly will) get rejected by BA – ask for confirmation that their answer will not change, then go to CEDR (dispute resolution). Do not accept just a refund of the upgrade fee.
- You must be logged in to reply to this topic.
