Comments on: Should British Airways follow its own ticket rules? It’s not brain surgery — oh wait, it is brain surgery

By: Northrop

Northrop — Tue, 19 Jul 2011 23:55:00 +0000

I vacm face ng the same type of dilema. I had appendicitis seveal days before me flight to Scotllanda. I needed surgery to remove my appendix.

I COntacted BA via email and mail, canceling my flight and sending in the letter from the surgeon.

What I got was a credit to my credit card for $177 for each of two $890 tickets. This crazy and I cannot get anyone there to respond to my email requests for at least a full credit … Which we would gladly accept so we can take. The trip we worked so hard to afford.

How do I get to BA to talk with them and have them live up to their own rules.

Can you help?

Thanks for your time and consideration … Rob and JoAnn

By: Mike

Mike — Mon, 08 Feb 2010 14:00:18 +0000

Please… Everyone wants to sit here and cite the rules of carriage regarding change fees and delays. What everyone fails to see is that even if none of this stuff was in the rules, the airline should still have some leeway for someone who needs brain surgery!

By: Jennifer

Jennifer — Sat, 06 Feb 2010 01:21:28 +0000

Glenn, thanks for citing the correct section of the CoC. I agree that this section would fit as long as the other factors are met. If the person fails to advise BA of the events beyond his control and simply fails to show, it’s a different story.

By: Glenn

Glenn — Sat, 06 Feb 2010 00:11:09 +0000

Folks – actually it works without Chris’ *direct* intervention. In October 2008, I got sick and had to cancel some BA flights. After going a couple of rounds with telephone and email support, I asked Chris’ advice. On his suggestion I ended up writing a letter to Willie Walsh, pointing out that I should get credit, per their rule 3e. Because of the bad customer service before that point, instead of a credit, they issued me a cash refund, along with reimbursement for the cost of my mailings and telephone calls to England. Now it took 4 months (and listing Chris as a cc: :-), but everything worked out OK.

@Jennifer – the Condition of Carriage that fits is 3e
===============================================================

3e) Your rights if you are prevented from travelling by events beyond your control
If:
* you are a consumer.
* you have been prevented from travelling by events beyond your control and
* all or part of the fare for your ticket is non-refundable.

we will give you a credit for the non-refundable part of the fare. We will do this if you:
* have a completely unused ticket
* have told us promptly about the events beyond your control and
* have given us evidence of these events.

The credit can be used for future travel on us by you or any person you choose. We may take a reasonable fee from the credit to cover our administration costs.
============================================================

By: Duke Nukem

Duke Nukem — Fri, 05 Feb 2010 23:16:47 +0000

Uhmmmm…there’s no bill to pay if you dont actually USE your non-refundable tickets. In fact, refund or no refund, BA can sell those seats as last-minute at a hefty price tag! So, even with refunding a consolidator fare as an “exception” they make money…If not, well, that’s just plain stupid in a business sense!

By: robert chamness

robert chamness — Fri, 05 Feb 2010 19:12:17 +0000

I am glad to find some airlines has a heart ! My wife and I traveled to Portland OR on Jetblue our son lives there and he read about a treatment for a problem that my wife had which has been mistreated for 3 years . Not knowing that we had a chance of seeing the DR. we were going to be there 4 weeks but we got to see him but he was going to be gone till the 4th week he said he could do the brain surgery the day after he returned . we called Jetblue to change our tickets for 2 weeks later even with a DR.letter they still charged us $160.00 for I think it was a $49.00 flight when we got them . We love Jetblue because its a nonstop flight its their call center that’s a problem

By: Diane

Diane — Fri, 05 Feb 2010 19:10:19 +0000

Believe this is SOP for BA. Ignore any contact and maybe passenger will give up! So many carriers are going to – no refund no changes on over priced tickets. Also believe we need more “Chris” intervention. I enjoy your column. Thanks!

By: Jennifer

Jennifer — Fri, 05 Feb 2010 18:19:27 +0000

I’m a little confused here, or there are facts missing. BA’s contract of carriage states, “If, after beginning your journey…” Did Foote already begin her journey? It doesn’t appear so from the facts provided. If not, was BA *required* to give a credit for the trip? If not, then this is a case where again, people purchased non-refundable tickets expecting a refund or credit. Nice, but who’s paying the bill?

By: Scott McMurren

Scott McMurren — Fri, 05 Feb 2010 17:16:00 +0000

I certainly wish Leslie’s husband a full and speedy recovery so they can fly on BA.
I think BA spoke with the brain surgeon on how best to proceed with this complex problem. You know what the brain surgeon said, right?
“Hmmm….this is NOT rocket science.”

By: MarkieA

MarkieA — Fri, 05 Feb 2010 16:51:53 +0000

There’s no doubt in my mind that BA would have let this slip through the cracks without Chris’ intervention.

By: Christopher Elliott

Christopher Elliott — Fri, 05 Feb 2010 15:12:20 +0000

@Billie, I don’t think there’s going to be a trial. But if there is, I will blog about it.

By: Billie Keirstead

Billie Keirstead — Fri, 05 Feb 2010 14:47:40 +0000

Don’t think so, Chris. I think they got their credit because YOU intervened for them. That seems to be a pattern on this blog: No action, no action, no action. Chris makes a call. All is well.
Will you be blogging about the trial you and Peter Lay will be involved in? When does it start?