[Harry]

BA are very difficult and not al all Customer Friendly and certainly you cannot book with Confidence. My elderly, not computer savvy brother-in-law was due to travel BA in Premium Economy from Manchester UK to Toronto last week then on to New York, Los Angeles and finally returning to Manchester a few weeks later. He had a covid test issue which he could not sort out in Manchester Airport, which BA staff refused to help him with. After all, no Covid documentation is needed for an internal UK flight. The flight supervisor suggested the passenger return home to get the single piece of paper needed, then drive down to London and catch the flight there. My b-in-l said he did not think there was time to do that but he would try. There was not time and on the way to Heathrow, he called me desperate to get to Toronto before the weekend. I booked him alternate flights from LGW, with an overnight stop in Porto, and tried to get hold of BA to have them re-issue the ticket for the legs YYz-LGA, JFK-LAx, and LAX-MAN via LHR. It took about 4 hours to get through to BA. They refused to re-issue the ticket but the helpful girl walked me through how to apply for an eVoucher, which I did. She assured me that in the noted circumstances this would be issued. I got a response immediately that this was being processed. I then booked new tickets for the remaining sectors of the planned journey, all of course at considerable more expense than the original ticket. All is fair in love and war as it was after all his fault although BA could easily have said, get the Covid form to show at check-in at Heathrow otherwise we will not let you continue to Toronto. Hours later I got another email from BA refusing the eVoucher as it was applied for after the first flight had departed. That is indeed so but it was on the advice of the BA flight supervisor that he simply did not get the first flight, and the assurance of the BA Call Center CSR that I booked alternate flights, thinking that there were cash flow and increased expense issues here but not a flat refusal by BA to issue an eVoucher. I, of course, called BA again and after several unanswered calls a help full agent went through everything with me, and 25 minutes later, told me I am sorry I cannot help you. You must to contact Customer Services. Where I asked. On the online form, he said. Great I thought. Ah but BA doesn’t make things that Customer friendly. As the ticket had been NO SHOW canceled, it was not possible to fill in the online complaint form. I worked around that and am waiting to hear from them.

• This reply was modified 3 years, 7 months ago by Harry. Reason: Minor clarifications