British Airways promised to reimburse us for the shuttle — why won’t it?

By | April 24th, 2015

After a flight delay, British Airways reschedules flights for Chintha Kuruppunayake and her friend to arrive at Washington Dulles International Airport instead of Baltimore-Washington International Airport. No worries, the airline will cover the cost of their shuttle back to BWI. And then it doesn’t.

Question: I need your help getting British Airways to honor a promise it made. This fall, my friend’s and my return flight from Athens to Baltimore via London was delayed. British Airways paid for our hotel in London and offered to fly us back to the States the next day. But it didn’t have any availability on its flights to Baltimore, so it offered to fly us to Dulles, which is about 60 miles from Baltimore.

A British Airways agent in London assured us that the airline would fully reimburse us for all expenses, which included the shuttle fee of $165. I filed a claim, and British Airways agreed to pay only $77, saying it could not “justify” paying more.

I do not intend to fly on British Airways if it continues to treat passengers in this manner. Also, being a travel agent, I will not promote any travel on British Airways for my clients. I hope you can help us get our full reimbursement. — Chintha Kuruppunayake, Baltimore

Answer: When an airline employee tells you the airline will “fully” reimburse you for a shuttle, you should expect it to do exactly that. No hemming and hawing. No ifs, ands or buts.

Your flight back to the Washington area was delayed, then British Airways offered you an alternate flight and said it would pay for your shuttle. That’s the end of it, as far as I’m concerned.

Related story:   Payless asked me to pay twice for fuel

Here’s what happened: British Airways appears to have done its own research and discovered that you could book a one-way shuttle between Dulles and BWI for about $77. So it agreed to cut you a check for that amount.

The next time a representative agrees to “fully” refund you, get it in writing. If you can’t, at least note the name and extension number of the person, so that if necessary, you can revisit any refund request. In a follow-up conversation, you told me you’d noted the representative’s name. Nice work.

I list the names and phone numbers of British Airways’ executives on my site. You could always appeal this to one of them.

I contacted British Airways on your behalf. A representative agreed to refund the remaining $88.

Did British Airways do enough for Chintha Kuruppunayake?

View Results

Loading ... Loading ...

We want your feedback. Your opinion is important to us. Here's how you can share your thoughts:
  • Send us a letter to the editor. We'll publish your most thoughtful missives in our daily newsletter or in an upcoming post.
  • Leave a message on one of our social networks. We have an active Facebook page, a LinkedIn presence and a Twitter account. Every story on this site is posted on those channels. The conversation ranges from completely unmoderated (Twitter) to moderated (Facebook and LinkedIn).
  • Post a question to our help forums or ask our advocates for a hand through our assistance intake form. Please note that our help forum is not a place for debate. It's there primarily to assist readers with a consumer problem.
  • If you have a news tip or want to report an error or omission, you can email the site publisher directly. You may also contact the post's author directly. Contact information is in the author tagline.