In the third (and presumably final) chapter of the British Airways Downgrade Saga (see part one and part two), I was contacted “out of the blue” by British Airways, last week. Since I was not able to take the call, the customer service representative sent me a follow-up email. To my great consternation, the response was not only unsatisfactory, it also had two errors. When I complained via the direct contact on their website, I was called the same day for a ‘clarification.’ This is how it unfolded. You be the judge!
The email I was addressed last week, wrote:
“As discussed with Amy on 30 April 2015, she advised you of the percentage refund you were entitled to.”
In fact, Amy did not inform me of the percentage. She merely told me that I would receive a percentage refund (as you can see in my write-up). When I was called for the follow-up clarification, she tried to tell me that I had misunderstood. I was told that what they meant was that I would be refunded a percentage.