British Airways - Executive Club Customer Service Issues

I need to make changes to a booking on British Airways for a flight from London to Los Angeles in September, which was booked using Avios and a Companion Ticket. Additionally, I have a refund voucher for a BA Holiday booking that I need to apply to a trip from London to Venice in October. I have been experiencing difficulties reaching BA's customer service. Despite multiple attempts to call, I have not been able to get through and have been disconnected after long waits four times. I also submitted an email complaint five days ago but have not received a response beyond the initial auto-reply. My DM on Twitter was also unanswered. I am seeking advice on alternative methods of contact or escalation to address these issues, especially since my first flight is approaching soon and I have been trying to make these changes for over two weeks.

Executive Club number [redacted]6, Locator UF5KID. I recently made a round trip booking to St. Lucia, choosing Traveller Plus for the outbound flight and Club for the return. While I was able to reserve a seat in Club for the return journey, I couldn't do so for the outbound flight before check-in. My wife, who has a disability due to a stroke, requires assistance with tasks like meals and paperwork. It's crucial that we sit together for her well-being. In the past, we've requested adjacent seats at no extra charge due to her condition. Despite assurances that notes would be added to our Executive Club account, these arrangements are never made automatically. Could you please assist in securing two adjacent seats, preferably a pair by the window or aisle, for our upcoming flights?

I am concerned about losing my Executive Club points and need assistance. I received an email on September 6th, but I have been unable to access your system as my login attempts are being rejected. When I tried to log in, I provided all my details and was prompted to enter my current email, the same one you contacted me on regarding the need to prevent the loss of my airmiles points. However, the system then requested a new email, which I do not have. Despite re-entering my current email, the system kept asking for a non-existent new email. I attempted to submit the form with the new email field blank, but encountered issues. I would appreciate guidance on how to successfully reach you and safeguard my accumulated points.

As a BA EXEC member with reference number [redacted], MJ CARROLL, I have been attempting to reach you by phone for over an hour without success. Therefore, I am resorting to email to address this matter. Regarding the issue at hand, our flight PLAQPP from GATWICK to FARO on 24.03.20 was cancelled by BA. We accepted vouchers for a future flight post COVID restrictions, but we have recently discovered that BA no longer operates flights from Gatwick to Faro. This alternative route from Heathrow is not suitable for us due to personal reasons. Thus, I kindly request the following information urgently: 1) Could you please confirm if BA has no flights scheduled from Gatwick for the period between March and May [redacted]. 2) If that is the case, we would like to receive the cash equivalent of our original flights instead of the vouchers, considering the substantial change in circumstances from when the vouchers were initially accepted. Your prompt response is crucial as we are unable to finalize our vacation plans until this matter is addressed. Best regards, MICHAEL CARROLL

I have been encountering an issue redeeming my Avios points for Nectar points under Case No [redacted]6. Despite following the instructions provided, I keep receiving an error message stating that the account I selected is linked to another account. However, I have already merged my previous two accounts as per the email sent on December 2nd. My Membership No. is [redacted]8. Your prompt attention to this matter would be greatly appreciated. Thank you, Paul Carey.

I have two vouchers for a one-way flight from Chicago to London in economy class. I am trying to upgrade to premium economy, but I am encountering issues when booking online as the U.S. site does not accept my vouchers for a one-way trip. I have tried calling multiple times, but I keep getting put on hold for extensive periods. Can someone please advise on how I can successfully book my flight upgrade?

Dear Sir/Madam, I am writing to inform you that British Airways has canceled our flights to Bangkok on March 24, [redacted], with booking reference OX5OM5. I submitted a refund request on December 15, [redacted], but have not received any response. Previously, we had to cancel our flight tickets to Dubai and opted for a voucher, planning to use it for our upcoming Thailand holiday. However, due to the flight cancellations to Bangkok until October [redacted], we need a refund to explore alternative destinations. We need the refunded amount in our bank account to proceed with booking new flights. I kindly request your prompt attention to this matter. Warm regards, Graeme Taylor

As an Exec Club member, I recently flew to SA in BClub Class on December 30th. I urgently need to change my return flight to the UK due to a family emergency. My daughter is in the hospital with a serious condition, and I must be there with her. I have been trying to change my flight over the phone, as it cannot be done on the website. Unfortunately, all modes of communication with BA have been problematic. Online chat is automated, and the South Africa phone numbers are either unresponsive or disconnect me. I am continuously getting PCR tests every two days to ensure my safety when speaking to someone. I am faced with a dilemma of whether to purchase a new ticket for £[redacted] or continue spending money on mobile calls without any resolution. I am deeply disappointed with the lack of customer service, especially at the Exec Club level. After utilizing my Avios points, I am considering not flying with BA in the future due to this experience. Your assistance would be greatly appreciated.

I am 50 points away from reaching Silver status, but my membership year ends tomorrow. Recently, my business travel has increased post-Covid, although British Airways no longer operates one of my primary routes, LHR to DOH. They offer Qatar Airways flights as codeshares, but unfortunately, these are not visible on the BA website. If I could have utilized this option, I would have accumulated enough points for Silver. I have spent 2 1/2 hours on hold with the Executive Club line to inquire about the possibility of being granted Silver status for the next year due to my upcoming flights, or extending my membership date. I have a trip scheduled in approximately 5 weeks that would push me to the required points. The limited three months since the beginning of [redacted], when travel restrictions eased, has been insufficient. Additionally, I am unsure how to obtain the Codeshare flight numbers, as I cannot personally book these flights and need to provide the information to my clients. Any assistance would be appreciated.

Hello, I am requesting a refund of the 50,[redacted] Avios points I used on October 21, [redacted], to book flight BA0042 scheduled for Thursday, March 24, [redacted], from CPT (Cape Town) to LHR (London Heathrow). I made a payment of R2380.75 via Visa credit card on the same date. Unfortunately, I couldn't board the flight due to unforeseen circumstances. My wife had a medical emergency resulting in her admission to ICU at Panorama Clinic for a brain contusion and a dislocated shoulder from March 23 to April 1. I have tried unsuccessfully to contact Avios, Executive Club, and British Airways to make changes to my booking. After an in-person visit to the CPT airport, it was confirmed that I was not a no-show. I have been advised to email Avios/Executive Club with my member number [redacted]0 to pursue the refund of my 50,[redacted] Avios points. Thank you. Sincerely, Dr. H. P. van der Merwe

Booking Reference: QBOUIT I departed from Heathrow on Thursday, May 5th, on flight BA193 to Dallas at 13:15, connecting to Calgary on American Airlines flight AA [redacted]. There were four of us on this booking. The Dallas flight was delayed to Friday, May 6th, around 8 am. Upon arriving in Calgary, my bag with tag reference [redacted] was missing. I received a delayed baggage receipt from American Airlines, but they had my first name and email address wrong. It's unclear if the bag was lost by BA in Dallas or during the Dallas to Calgary leg. The bag contains important medication for my two-week stay in Canada. I need to update my hotel details for the next three nights. I managed to change the hotel address but couldn't update the stay dates. This situation is becoming a nightmare, and as an Executive Club member, any assistance would be greatly appreciated. The AA case number is YYCAA[redacted]6. Help needed urgently!

I received an email on 28 April [redacted] from [redacted] notifying me that my 26,[redacted] Avios points are set to expire in 9 months due to inactivity. I responded seeking the exact expiry date and clarification on using the points by booking a flight for [redacted] before the expiry date. Unfortunately, my follow-up inquiries have been unanswered, and the website lacks relevant information. As I am based in South Africa and there is no contact number for the Executive Club, I am struggling to find a resolution without calling the UK. I appreciate any assistance in resolving this matter. Thank you, Helena S.

Hello, my name is Vladlen Umansky and my Membership number is [redacted]9. I have been attempting to merge two accounts for a month now. I obtained a BA Chase VISA credit card (ending in [redacted]) and Chase bank created another account (#[redacted]7), let’s refer to it as account #2. After reaching out to Chase, they directed me to contact BA. Upon contacting BA at [redacted], I was reassured that both accounts would be consolidated into one (Membership number: [redacted]9) within 3 business days. However, emails were received on 4/22/22 to my email [redacted] stating that the accounts cannot be merged due to mismatched details. BA requested additional information for verification purposes including postal and email address, as well as a copy of my passport and utility bill or driving license. I promptly provided the requested details on 4/23/22 and despite following up, no progress was made. A call to BA on 5/9/22 revealed that the documents were not on file. Further assistance is needed to resolve this issue promptly. Thank you for your attention. Vladlen Umansky, 5 Lakeview Blvd, Avon, CT [redacted], phone [redacted], [redacted]

Regarding Booking Reference W49XQY Ticket Number [redacted][redacted] (M. Luc Dewandre) Executive Club Number [redacted]2 Dear Sir, On May 16th, I was scheduled to fly on Qatar Airways flight QR0338 from Moscow SVO to Doha at 20:15. Due to the delayed departure, we took off at 22:30, causing me to miss my connecting flight in Doha on QR0678 to Seychelles (SEZ). Qatar Airways provided accommodation in a substandard hotel downtown, reaching it 3 hours post-landing. The wait at the airport was unpleasant, sitting in a regular seat near the exit in the early morning. Due to the delay, my first day in Seychelles was ruined as I was rebooked on a flight 24 hours later. This led to expenses I am unable to recover: - One night at Constance Lemuria Praslin costing [redacted] euros - Lost ferry ticket from Mahe to Praslin on May 17th, requiring me to buy a flight ticket with Air Seychelles for [redacted].50 euros on May 18th I kindly request compensation from Qatar Airways or British Airways, who issued the award ticket, at a minimum of [redacted] euros. I look forward to a prompt response. Best regards

On July 2, [redacted], I flew business class on BA flight [redacted] from Chicago to London. Unfortunately, upon arrival, I discovered that my suitcase had been severely damaged. Despite my efforts since the flight, I have been unable to file a claim for the luggage. The condition of the suitcase is unacceptable as its bottom half is barely holding together, depending solely on the reinforced corners. I have taken multiple dated photos of the damage, but I am struggling to find the proper channel to lodge a complaint and submit the evidence. I am hoping for guidance on how to proceed with my complaint and to request a replacement suitcase. Thank you for your assistance. Peggy L., BA BLUE [redacted]3.

Hello, I have two separate airline bookings for my journey with a long layover in Singapore of about 9 hours. According to Singapore government guidelines, transit passengers must have both flights in the same booking itinerary to be considered transit passengers. I contacted the airport, and they informed me that passengers connecting to a different airline must have their flights in a single booking and their luggage tagged through to the final destination. They advised me to consult with my airlines for options and eligibility to transit through Singapore Changi Airport without going through immigration. My flights are as follows: British Airways Booking: - 28th Dec: London (LDN) - Doha - Singapore - 23rd Jan: Singapore - London (LDN) My trip booking (order no: LQM56N): - 30th Dec: Singapore - Melbourne - 23rd Jan: Queensland - Singapore Is there a way you can help create a combined itinerary so I can be considered a transit passenger and stay inside the airport during my layover? Your assistance on this matter would be greatly appreciated. Thank you, Emma E.

To the British Airways Executive Club, During [redacted]/[redacted], while working in Haiti, I frequently flew with BA. I understood the requirement to keep my account active every 36 months to retain my avios points. Despite numerous attempts via mail and phone, I have been unable to reach your customer service team. Your accessibility for booking tickets has been smooth, but now I find my avios points erased for six round trips between Norway and Haiti. In February of this year, to maintain my account and avios, I stayed at the Rica Parken hotel in Aalesund, Norway. My confirmation number was [redacted][redacted]. I am currently trying to establish contact through email. If this also poses a challenge, please provide me with a direct contact person and email address. I request the reinstatement of my avios points as I complied with your terms and conditions by staying at the specified hotel. I attempted to submit documentation of my stay, yet the challenge remains in reaching your staff. Kindly assist me in resolving this matter promptly. Warm regards, B.M. Email: [redacted]

Dear Oliwia, I am writing to address the issue with my recent flights. British Airways made the decision to move me from their flights to United Airlines due to a short connection time in Heathrow for my trip to the US. Although I did not initiate this change, a BA service agent assured me that I would receive full Avios and Tier points for Booking Reference: VLR3LW, as BA was the one to make the alteration. As I stayed loyal to BA by booking and paying for my flights from Edinburgh to Cleveland, I kindly request that the Avios and Tier points be credited to my account as promised by the BA service agent. I appreciate your attention to this matter. Best regards, Russell Imrie From: British Airways Executive Club Sent: 14 November [redacted] 10:37 To: Russell Imrie Subject: Your Response from BA Executive Club. Case Number: [redacted]2 Dear Mr Imrie, Thank you for reaching out about your recent flights with us. The Avios and Tier Points for your flight BA1435 have been successfully credited to your account. For the other two flights with United Airlines from 27 October [redacted], as they are not Executive Club partners, I regret to inform you that I am unable to credit your account for those. We value your loyalty, and if you have any further questions or concerns, please do not hesitate to contact us. Best regards, Oliwia Kujawa British Airways Executive Club

On the 15th of March in [redacted], my Avios balance was recorded as 67,[redacted] according to Avios's letter. The letter, although lacking a specific date, referenced my Avios number as [redacted][redacted]. It mentioned transferring my account to your system, reassuring me that my points would be safe if I chose not to close the account. The transfer was contingent on the closure of the Avios Travel Awards Programme, which I assume has now occurred after four years. I would appreciate it if you could update me on the status of my account and advise me on where I can utilize these points.

I'm reaching out for the second time regarding an issue with my Avios points. I was supposed to receive points for my September flights to and from Libyana, but they were not added until November. This delay led to my accumulated points being canceled in November for not meeting the membership activity requirements. Despite my prior inquiry, the points were only added in December instead of the correct date in September. This error caused my points to be deleted. I kindly request you to reinstate the points that were mistakenly removed. For verification, you can cross-check the flight details under my husband's account ([redacted]82), which was confirmed on the same date. Thank you.