My complaint:
RE: Q68RBA (British Air), ZEFADC (American Airlines)
To Whom It May Concern:
After speaking with Anajali, ext. 6433, on December 30, 2021, I have a serious concern about the mishandling of the following situation:
« Reservation (round trip, Dec 14-Jan 4 to France) was made (from an e-voucher) for 2 passengers, business class, in the fall of 2021.
« Nov. 16, 2021. British Airways canceled the flight from Austin to London, and we were automatically re-booked by BA on American Airlines, through New York.
—NO MENTION was made in that notice of needing to contact BA if we needed to change any portion of the reservation that had been transferred to AA.
—This meant hours of phone-tree waiting and ultimately call back to AA to make seat selections and so on. (No reference number had been provided -thus no way to do online. However, I managed to get re-scheduled—all was in place.
–
« December 12, 2021 – Grant started feeling uncertain about traveling with the covid situation,
and decided he would rather not risk the trip. I attempted to contact AA- but was unable to
get through until
« December 13, contact was finally made with AA via phone (at 5:13 pm, per phone records, – when AA called me back). GRANT’S reservation was canceled through AA at that time. The agent on the phone verbally stated that she was breaking up the AA reservation in order to cancel his portion of the reservation on that flight, since I would still be traveling.
—I asked how we would receive voucher for this cancelation. The agent said I would
probably receive reimbursement for his ticket though a voucher
from BA, since that was who had received our payment-this should happen
automatically. SHE DID NOT MENTION ANY NEED TO CONTACT BA.
« December 14-15– I traveled as scheduled. (My husband’s seat was occupied on both legs of the reservation by another individual—thus it was clear that the seat was re-sold (after cancelation) to another individual.
« December 19 –I become concerned about the spike in Covid in France and the US, and contacted BA regarding canceling my husband’s portion of this part of the reservation, (and to inquire about rescheduling my flight for an earlier departure date. (Original return date was Jan. 4, 2022.)
Anajali, ext. 6433 – informed me that AA reported Grant as a NO-SHOW and thus there would be no voucher issued. (She spoke to Supervisor — HARSHWARDHAN).
Needless to say, I am shocked and infuriated. This is a lot of money, and I canceled my husband’s reservation with the good faith that he would receive a voicher for the value of the ticket..
Obviously, there has been a mistake by American Airlines on the reporting of this cancelation. I had no reason to know that I should call BA concerning the change, since our flight had been cancelled and BA re-booked us on the American flight.
Suggested solution:
A voucher for Grant's Portion of reservation Q68RBA should be granted.
