Description

On 12 January 2025, I thought I was contacting British Airways to change an exisitng reservation and didn't realise I was not talking directly with the airline or their representative but a third part until almost the completion of the call. I continued with the call as the agent (Malcom) was able to give me a flight locator number for the reservation and i felt comfortable to continue. Toward the end of the call, he explained that I would see 2 seperate charges on my charge card statement - one from the airline Aer Linguis ($2048.01) who they rebooked the flight on (Locator 2CDCZB) and one from their company MyFly Support ($875.26). Their charge was coincidently the charge on the invoice for taxes and fees. I was also told that I paid an additional $300 for my ticket to be refundable. I have just realised that the amount charged to my card did not equal the amount stated on the invoice (Invoice was for $3243.87 and card was charged $2923.27). Also I was told that the call was being recorded so there is a record of this transaction. On 28 February I sent an email to Malcom stating that our plans had changed and we needed to cancel the flight. He emailed back that he would check with the consolidation desk and get back to me within 24 hours - he did not. I then sent him a followup email on the 10 March to see if he was able to get the flight cancelled and the money refunded. Again, no response. I then called the company again the following Monday and was told Malcom was not available but the person answering the call confirmed that the request had been submitted and he would get back to me by the following Monday. No return call or email. I waited until the following Monday and again, Malcom was not available, but now there was a "technical issue" with my reservation and I needed to speak to the floor supervisor who also was conveniently unavailable. I was told that Oliver (the supervisor) would call me back in a half hour - no call back. I called again three times the next day attempting to get the flight cancelled and the money refunded. The first call I was told that Malcom was in but on a call and to call back in 15 mintues which I did -but he was not avaiable. I called back an hour later and again he was not available, but the agent took my number and said that he would call me back - which never happened. I called back a third time and asked to speak to the floor supervisor who coincidently and again was not available but that Malcom would call me back in 15 mintues. I am still waiting for that call 2 hours later. The flight has not been cancelled nor has the money been refunded.