When Covid lockdowns prevented us taking our BA flight from London to Malaysia, I accepted its eVouchers to rebook at a later stage. Since then, BA has changed the route, so all flights to south-east Asia transit through Qatar. Since I have HIV, which is classed as a disability under UK law, I am not legally allowed to enter Qatar and so I cannot book flights to the region with BA. I therefore need a refund so that I can book with another airline. However, BA customer service took a month to inform me that it operates a no-refunds policy for eVouchers. One operative actually suggested I call the Qatar embassy to check if I’d be deported if I flew into the country.
KC, London
If BA had listened to your predicament and cashed in your voucher, it might have retained a loyal customer for future flights and spared itself a public shaming. Instead, its robotic refusal to look beyond its small print has caused you weeks of distress.
