Here’s the most amusingly frustrating situation for travelers who’ve had their plans changed or cancelled. The good news – British Airways customers who “chose” vouchers over cash are now beginning to receive said vouchers. The bad news – the vouchers are blank, and don’t specify what they’re worth.
Being that many customers also report never seeing the amount they’d receive when they were ‘somewhat’ forced to accept said voucher originally, it’s not ideal, and kind of a problem…
By now, it’s no secret that British Airways actually went to the trouble to modify the code on their voucher and refund web page to remove the refund button from sight. Even passengers legally due refunds for cancelled flights only found an option for a voucher, and many assumed that was honestly all they were entitled to.
Would an airline lie?
Scrambling, and happy for anything, many customers just pressed the button and accepted the voucher. In fairness, if you want to support your favorite airline, taking the voucher versus a refund is helpful to airline viability during these difficult times, but it’d be nice if they at least told you what it’s worth. British Airways has failed to manage that…
The vast majority of British Airways travelers report that due to IT issues, they effectively accepted a blank voucher when attempting to deal with flights cancelled or postponed due to the current crisis. Is it a million bucks, or zero – no one knows. Let’s just hope the system does?
If, -and it’s a BIG “if” – travelers trusted that British Airways IT would’ve correctly issued vouchers for the full amount paid, and not stripped away taxes, fees or voluntary cancellation charges, it’s safe to assume that the voucher is for whatever you paid in miles or money.
Knowing British Airways, that’s quite an assumption. The airline has a “unique” history with all things information technology, including numerous full scale meltdowns and… well yeah. But that’s only the first half.
The good news is that customers who blindly accepted a soon to be delivered voucher rather than cash, with no amount specified – are now receiving sad vouchers. The bad news – they’re once again blank. Is it the correct amount? No one knows. Maybe try to buy something ridiculously expensive with it?
It’s absolutely worth calling to find out what the value of your voucher is, but for most travelers without access to a special line to call, that’s a lengthy ordeal. And should you need to? Most would say… surely not. In two points of contact, one voucher amount would’ve seemed manageable.
Hot tip: save all credit card statements and or email receipts from the original ticket until you’re sure the voucher amount is indeed correct, whenever you’re able to.
Like all airlines, GSTP hopes British Airways weathers this storm and returns to the skies in greater glory than ever, with everyone on board. But while we’re here, perhaps they can use the downtime to find capable IT and stop absolutely ludicrous things like this from happening.
The naughty and nice list for airline refunds and vouchers is getting interesting…