Why won’t Amex or BA give us our £1,350 flight refund?

For almost six months we have been caught between the airline and American Express

Last year I booked two first-class flights with British Airways to Boston for our honeymoon using saved-up Avios points, paying the additional £1,350 due in taxes with my American Express card.

However, the flight times were changed and we had to cancel. The problem is my refund has got lost.

BA says it refunded the amount to my credit card, but American Express insists it was returned to the airline because my card had expired. However, it won’t provide evidence of this transaction, which BA says it needs.

I’m now in the absurd position where BA says it has refunded the money, but American Express says it hasn’t got it, and no one will take responsibility despite weekly calls to both. Beyond calling the police, you’re my last resort.

It has been almost six months and both companies are refusing to do anything, leaving me hugely out of pocket.

OR, London

Getting your money back for this trip has been a nightmare.

American Express says that because your account had been closed for some time, when it received your refund from BA, it returned it to the airline so it could deal with you directly.

This may well have occurred, but you were unable to move forward as BA told you that, even if a card has expired, usually refunds are issued to the account holder, via the bank or credit card company, which then passes them on to the customer.

It wanted American Express to provide proof the money had been returned before issuing another refund (which it wouldn’t do). This left you being bounced back and forth between the two for months.

American Express says all its processes were followed correctly, but it acknowledges you have had a frustrating experience and waited a long time for your money. As a gesture of goodwill, it has sent you a cheque for the full amount.

You are glad to get your money back, but are unhappy about the treatment you have received and are taking this matter to the Financial Ombudsman Service.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions


Zoe Wood

The GuardianTramp

Related Content

Article image
BA gave a refund – but Amex won’t return my £2,000 payments
The credit card firm is holding my cash after we were forced to cancel due to family illness

Miles Brignall

11, Sep, 2018 @6:39 AM

Article image
Vueling cancelled our flight to Florence, then ignored a refund request
The carrier refused compensation and almost a year on we have only received £20

Miles Brignall

08, May, 2023 @6:00 AM

Article image
BA says it can’t find voucher it issued after flight cancellation
And I have to use it or lose it, as it runs out by end of September

Miles Brignall

24, Apr, 2023 @6:00 AM

Article image
Sainsbury's took a loan payment after it said it wouldn't
But there’s better news for travellers, as Eurostar and BA ease coronavirus refund policies

Miles Brignall

12, May, 2020 @6:06 AM

Article image
Why did BA take off with my £2,000 double payment?
I was forced to pay twice due to a website error, and I’ve been told a refund will take six weeks

Miles Brignall

03, Jul, 2018 @6:00 AM

Article image
Wizz Air cancelled my flight – but a refund is not on the cards
The airline has given me credit on my account rather than repaying the £190 I’m due

Miles Brignall

13, Oct, 2020 @6:00 AM

Article image
BA fails to keep its promise over pilots’ strike fiasco
We were left out of pocket after cancellation email was sent in error but it won’t pay

Miles Brignall

02, Dec, 2019 @6:59 AM

Article image
Taking flight from BA as it washes its hands of our problems
No compensation after delays, lost luggage and no premium economy seats

Miles Brignall

08, Jan, 2017 @7:00 AM

Article image
British Airways pays compensation at last – but sends it to wrong bank account
We still have not got our dues for cancelled flight in May

Miles Brignall

29, Oct, 2017 @6:00 AM

Article image
I have HIV and can’t fly through Qatar but BA won’t give me a refund
I want to use another airline as I can’t enter the transit country used by BA flights to south-east Asia, but the airline has only offered a voucher

Anna Tims

15, Feb, 2023 @7:00 AM