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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to just take the 'free' flights?

19 replies

SkyandSurf · 29/03/2023 08:12

During Covid I had a holiday cancelled and was entitled to credit from the airline.

They created some convoluted process where I had to create a membership, to get an account, to get a card, to get the credit. It involved many phone calls to the airline, each time through the general number and waiting on hold for anything from 15- 55 minutes to talk to someone who had no idea what I was on about.

It has been such a waste of time.

Finally, yesterday, I booked a new holiday and applied the credit. It didn't work online, had to call and spent an hour on the phone for them to do something on their end. Then try again, and once again had the pleasure of entering all my families details and my account info etc all over again. In the interim (a few hours) the cost of the flight I was looking at increased. Angry eventually managed to book it (at the increased price) I received my tickets and booking confirmation and was very glad to have used my credit and to not have to deal with the airline ever again.

Was admittedly surprised that I had enough credit given the increased price but didn't think much of it.

They've just called me to say the credit didn't get applied properly due to a tech error on their end. I have my flights but I haven't spent my credit. Could I please give them all my details (including account numbers and various credit codes and references) over the phone. I said I'm at work and didn't have it to hand- can't they just debit my credit that's sitting there? Apparently their system won't allow it.

They told me to call their general line (has to be the general line for 'privacy' reasons apparently) to give them all my details and possibly a credit card so they can charge me / debit my credit appropriately.

AIBU to say - abso fucking lutely not?! It's their screw up and I'm not donating another minute of my time to fixing it.

AIBU to take the free flights and leave them to sort out their problem without my help?

I'm not motivated by wanting a freebie, would happily pay- I just don't think I owe them my time.

Tell me I'm evil and I'll do the right thing.

OP posts:
Hoppinggreen · 29/03/2023 08:14

You aren’t evil but it’s very unlikely you will get free flights.
If you don’t pay they will probably just cancel them

TomatoFrog · 29/03/2023 08:17

This reply has been deleted

This has been deleted by MNHQ for breaking our Talk Guidelines.

Fluffodils · 29/03/2023 08:20

What a palava!

Yes they'll just cancel the flights

Anonhopingforbaby · 29/03/2023 08:22

I wouldn't accept this to be honest. Complain to them, and see if you can get in touch with higher ups. This isn't okay, they're trying to rip you off

BirthdayBBaker · 29/03/2023 08:24

Copy paste most of your post into an email or letter, forward to their CEO exec complaint team.

And/consider bad pr. Guardian etc have consumer rights champions that may be interested in your experience.

Definitely don't just ignore as they'll cancel your new flights.

Original poster
SkyandSurf · 29/03/2023 08:28

Hoppinggreen · 29/03/2023 08:14

You aren’t evil but it’s very unlikely you will get free flights.
If you don’t pay they will probably just cancel them

I asked this when I had them on the phone- apparently they won't cancel the flights- those are confirmed.

OP posts:
Original poster
SkyandSurf · 29/03/2023 08:30

Anonhopingforbaby · 29/03/2023 08:22

I wouldn't accept this to be honest. Complain to them, and see if you can get in touch with higher ups. This isn't okay, they're trying to rip you off

I'm so angry and part of me wants to complain.

But more than anything I am sick of them and don't want to waste another minute of my one mortal life dealing with it.

OP posts:
TheLeadbetterLife · 29/03/2023 08:30

Which airline is it? If it’s BA, emailing the CEO usually produces results. I have a friend who is a top complainer!

Choconut · 29/03/2023 08:47

God we have flights cancelled by easyjet and it was nothing like this, it was so easy. Who are you flying with?
If they don't cancel the flights might they stop you at check in? I don't think I'd want to take the risk of doing nothing - but I would definitely complain.

Peachy2005 · 29/03/2023 08:57

Because their credit system didn’t work properly, the whole process took longer, prices went up and you had to pay the extra difference… now they want you to phone up and go on hold for god knows how long? Nope, make a complaint - they need to sort it out at their end, they at least need to be phoning you and not the other way around. Bloody cheek of them!!

Original poster
SkyandSurf · 29/03/2023 08:57

TheLeadbetterLife · 29/03/2023 08:30

Which airline is it? If it’s BA, emailing the CEO usually produces results. I have a friend who is a top complainer!

That's an idea.

I'll calm down before I email him, all I'm capable of at the moment is ranting.

OP posts:
Original poster
SkyandSurf · 29/03/2023 09:00

Peachy2005 · 29/03/2023 08:57

Because their credit system didn’t work properly, the whole process took longer, prices went up and you had to pay the extra difference… now they want you to phone up and go on hold for god knows how long? Nope, make a complaint - they need to sort it out at their end, they at least need to be phoning you and not the other way around. Bloody cheek of them!!

Yes, and I left out a lot of the story because it was so bloody boring I could barely live it let alone expect a stranger to read it.

It's been an infuriating time suck.

I told them to call me and they said they couldn't call me back because of my 'privacy'. I asked for a direct line to someone who would know what I was talking about and again, they were overwhelmed with concern for my privacy and told me to call the main line back.

OP posts:
StopFeckingFaffing · 29/03/2023 09:01

YANBU

I'm sure that if you stop engaging with them they will miraculously find a way to use your credit with them to cover the cost of the flights

Peachy2005 · 29/03/2023 09:02

You shouldn’t have had to pay extra either, considering they caused the delay in the booking process!

Original poster
SkyandSurf · 29/03/2023 09:03

StopFeckingFaffing · 29/03/2023 09:01

YANBU

I'm sure that if you stop engaging with them they will miraculously find a way to use your credit with them to cover the cost of the flights

That's what I am thinking.

Surely they can debit it from their side? It's probably just more difficult and they'd rather I do it for them. AngryAngryAngry

OP posts:
Original poster
SkyandSurf · 29/03/2023 09:03

Peachy2005 · 29/03/2023 09:02

You shouldn’t have had to pay extra either, considering they caused the delay in the booking process!

I decided I'd rather pay £100 extra than make another phone call to the general line. That's how fed up I was.

OP posts:
Peachy2005 · 29/03/2023 09:04

Urgh and having to explain it all again to a different person each time, and the on-hold music is probably stuck in your head 😵‍💫

TheLeadbetterLife · 29/03/2023 09:28

This must be BA, their customer service is shocking.

Hoppinggreen · 29/03/2023 09:35

SkyandSurf · 29/03/2023 08:28

I asked this when I had them on the phone- apparently they won't cancel the flights- those are confirmed.

Show quote history

I completely believe they told you that but given their general incompetence up until this point I would not be turning up to the airport with any confidence

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