Having erroneously booked a Jhb/Ldn ticket, BA advised via email that the ONLY way to cancel this is by phoning in. I was kept on hold for nearly 15 minutes while being subjected to a variety of messages, including repeated directions to rather conduct business on the website, which if I could I would! Not a good start.
When my call was finally answered, Nobby explained that they were having high call volumes, this is a popular excuse for being understaffed.
She said that the refund of taxes would take 6 - 8 weeks, and when I said this was unacceptable was told that is the process. Not even so much as a "by your leave" or apology for inconveniencing the customer, ME. I find this amount of time completely UNACCEPTABLE and don't understand WHY it should take so long? Is it punishment by BA for making a mistake and having to cancel a booking??
I also found out that by booking part cash/part airmiles, I used double the airmiles I would have if I had booked a flight and then upgraded later with miles! What a rip-off!
4 issues which BA needs to look at:
- keeping customers waiting
- shouting at customers
- refunds too long (an unbelievable 6 - 8 weeks)
- unclear Avios use
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