British Airways passenger who lost £12k after flight canceled slams ‘pitiful’ refund

David Spencer forked out for two business-class tickets to Dubai, priced at £5k each, but has only received a tenth of that back – and he claims the airline are now giving him the silent treatment

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Heathrow Airport: Long lines owing to delays and cancellations

A furious British Airways passenger who believes he was “scammed out of £12,000” by the airline after his flight to Dubai was cancelled.

David Spencer, from Nottingham, says he forked out for two business-class tickets, priced at £5,000 each, but has only received a “pitiful” £1,200 refund – he claims the airline are now giving him the silent treatment.

David was due to fly to Dubai from Heathrow Airport on December 30 with his friend Lotte Reynard for a New Year’s Eve party, MyLondon reports.

After sipping on free wine at Terminal 5 the pair boarded their flight only to be left waiting on the tarmac for three hours before being told to disembark and return to the terminal.

After another three-hour wait, British Airways told passengers their flight had been cancelled.

David Spencer and Lotte Reynard were forced to get a last-minute flight to Dubai after BA canceled their flight at the eleventh hour


David Spencer/MyLondon)

The airline offered the pair an alternative flight but it would not have got them to Dubai in time for their scheduled New Years Eve celebrations.

Instead David and Lotte made a mad dash over to Terminal 2 to catch a last-minute Emirates Air flight at their own expense.

David said: “The whole point of the holiday was to go for the New Year celebrations. At best after the canceled flight with British Airways, their rescheduled one would have got us there the day after.”

After an enjoyable five-day getaway, David and Lotte returned home to Heathrow, in what was a less eventful leg of the journey with only a few hours delay. After months of continuously attempting to contact British Airways, however, David has still not been compensated for the majority of his trip.

David has vowed never to fly BA again after his infuriating experience with customer service at the airline


Bloomberg via Getty Images)

The £12,000 sum which he says he was originally owed includes the price of two business class flights from London Heathrow to Dubai, a one night stay at the Wardlow Hotel and a £100 airport transfer.

Of that huge sum, he has only received £1,200 compensation, which is the industry standard for canceled flights of that nature.

David, who recently returned from a trip to Thailand, was hoping to use some of the money that is owed to him from British Airways in order to fund that.

However, his holiday has been and gone, and there are still no signs of getting a full refund any time soon. He insists that he would not be content with a voucher, and he has vowed never to fly with the airline again.

He added: “After hours on hold and countless phone calls over a period of months, the customer relations department got back to me and paid out £1,200 compensation with is the standard aviation compensation for canceled flights. But British Airways holidays still have not contacted me to pay back my canceled flight, hotel and transfer costs.Despite continuously trying I still can’t get hold of them.

David Spencer blasted the airline’s offer of compensation saying it was less than a tenth of what he was owed


SOPA Images/LightRocket via Getty Images)

“I recently flew with Emirates Air to Thailand and I had absolutely no problems. Even when I had a slight issue with my return flight, I was able to phone someone and they actually picked up. I’ve even had canceled flights with Ryanair in recent years – but even with them, I was able to get a refund no problem.

“Their telephone systems are rigged so you can never get hold of anyone and eventually it hangs up. I have tried for hours and hours. I have sent numerous e-mails to their complains department, you eventually get a response and a case number but nothing happens, it’s a scam.

“As I see it British Airways have purposely set their systems up so they hold onto customers’ money – and then you can’t get hold of them to sort it out.

“As time goes on, I try less and less to sort it out because I’m in their hands. No one picks up and I just feel hopeless. I am truly at a loss. The whole system is rigged, there is nothing I can do.”

British Airways has been contacted for a response.

It comes as British Airways CEO Sean Doyle was forced to send an apology email to tens of thousands of flyers in response to the barrage of complaints that the airline has received recently – particularly in response to people who have struggled to speak to call handlers about urgent matters.

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George Holan

George Holan is chief editor at Plainsmen Post and has articles published in many notable publications in the last decade.

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