by My wife died at the end of last year. Since it was such a difficult time for me and my two little daughters, I decided to spend a very special vacation with the three of us in July. After an extensive search, I paid more than £13,000 through British Airways for 12 nights in a penthouse suite at a resort in St Lucia.
When we arrived, the resort informed us that there were no penthouses available due to construction and that our unit had been downgraded. The suite was significantly cheaper and lacked the promised view. It was on the lowest floor next to the swimming pool where there was loud music coming from the bar all day long. I immediately called BA and was told to file a complaint through their website. I did, but more than two months later I haven’t received a response. I called and tweeted twice only to be told they are very busy and can’t give me a timeline for a response.
As well as the disappointment of the substandard accommodation, I was left hundreds of pounds out of pocket because I wasn’t refunded the price difference.
DG, Berlin
I am very sorry to hear of your wife’s death and the impact on your daughters. The unique luxury of this vacation was intended to give you a lasting fond memory, and although you all had a pleasant stay, the disappointment marred the trip. As a further downside, the resort’s letter confirming the downgrade was addressed to you and your late wife, even though she was never included in the booking.
I am angry that BA has shown such indifference to the error, especially given the circumstances and the cost. Predictably, the company reached out the day after I questioned their appalling customer service. She informed you that she had not been informed of the construction work and attributed the delayed response to your web complaint being misdirected internally.
The price difference between the penthouse suite and the rooms you received was, as BA told you, £750. It has now offered you £3,000 as a goodwill gesture, plus a refund of the Avios points used to make the partial payment.
For me it says: “It is clear that we have not met the standards here that our customers rightly expect of us and we are very sorry, especially given the importance of this trip for our customer and his family.”
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