Heathrow airport: British Airways passenger ‘left £12,000 out of pocket’ after Dubai flight canceled only receives ‘pitiful’ £1,200 refund

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A furious British Airways customer who claims he was ‘cheated out of £12,000’ after his flight to Dubai was canceled has blasted the airline after receiving a ‘pitiful’ 10% refund. David Spencer, from Nottingham, was due to leave Terminal 5 at Heathrow Airport on December 30 with his friend, Lotte Reynard, as they had booked a party in the Middle Eastern city on New Years Eve.

After enjoying a few complimentary glasses of wine on their business class tickets – which cost around £5,000 each – they waited patiently on the runway for three hours, before they were told to disembark and return to the departure lounge. Another three hours later, the the flight was cancelled indefinitely.

British Airways offered the couple an alternative flight, which would not have led them to dubai in time for their planned New Year’s Eve celebrations a day later meant they were forced to rush from Terminal 5 to Terminal 2 to catch a last minute Air Emirates theft at their expense.

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David Spencer and Lotte Reynard managed to secure a last-minute Emirates flight to Dubai after British Airways canceled their original flight on the day of departure.

Talk to MyLondonDavid said: “The purpose of the holiday was to go for the New Year celebrations. At best after the canceled flight with British Airways, their rescheduled flight would have taken us there the next day.”

After a pleasant five-day getaway, David and Lotte returned home to Heathrow in what was a less hectic leg of the trip only a few hours late. However, after months of continued attempts to contact British Airways, David has still not been compensated for the majority of his trip.

The £12,000 he says he originally owes 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 only received compensation of £1,200, which is the industry standard for canceled flights of this nature.



David Spencer and his friend Lotte Reynard sat on the runway for three hours before being forced to disembark from their flight, which was canceled indefinitely later the same day.
David Spencer and his friend Lotte Reynard sat on the runway for three hours before being forced to disembark from their flight, which was canceled indefinitely later the same day.

David, who has just returned from a trip to Thailand, was hoping to use some of the money owed to him by British Airways to fund this. However, her vacation is over and there’s still no sign of getting a full refund any time soon. He insists he wouldn’t settle for a voucher and has vowed never to fly with the airline again.

He added: “After hours of waiting and countless phone calls over a period of months, the customer relations department called me back and paid me compensation of £1,200, the standard aviation compensation for canceled flights but british airways holidays have still not contacted me to reimburse me for canceled flight, hotel and transfer costs despite my continued efforts i still cannot manage to get them.



A snapshot of an email sent by British Airways CEO Sean Doyle on January 30 in response to a deluge of customer complaints
A snapshot of an email sent by British Airways CEO Sean Doyle on January 30 in response to a deluge of customer complaints

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

“Their phone systems are rigged so you can never reach anyone and eventually it hangs up. I tried for hours and hours. I sent many emails to their complaints department, you finally get a response and a case number but nothing happens it’s a scam From what I see British Airways have deliberately set up their systems to hold onto customers’ money – and you can’t reach them for fix the problem.

“Over time, I try less and less to fix the problem because I’m in their hands. Nobody picks up and I just feel desperate. I’m really lost. The whole system is rigged, there’s no there’s 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 deluge of complaints the airline has received recently – in especially in response to people who have had difficulty speaking to emergency call handlers. issues.

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