British Airways Complaint - BA Price Promise is a Lie
Here's a copy of the letter I submitted to BA:
To whom it may concern:
After receiving your response to my request for a refund on the price difference between the tickets I purchased on your website and the lower fare I discovered the morning after my purchase, I am stunned, aggravated and offended. I carefully reviewed the information given on your website and it is clear that you have been purposefully and deceitfully manipulative in your presentation of information regarding your "Price Promise" program.
You say "If you find the same British Airways flight you’ve purchased on ba.com cheaper on another website, we’ll refund the difference.*" The asterisk at the end of the sentence refers to a paragraph at the bottom of the web page, "Terms and Conditions," which further clarifies the rules of the game, yet nowhere in those T & Cs is there a mention of a midnight deadline.
In fact, nowhere else do mentions of your "Price Promise" program indicate any such deadline -- the only place said deadline is mentioned is buried deep in the language of "FULL terms and conditions," on a page quite cached away. There are no warnings about limitations to the program other than those mentioned on the first "Terms and Conditions," nothing that indicates that it's important to read further. You don't give any warning language such as "time limits apply" or "other terms and conditions apply."
The customer reads "Find Our Cheapest Fares to London All Year Long" on the home page; then when the prospective customer clicks through to book tickets, he reads, "If you find exactly the same flight cheaper on another US website, we'll refund the difference." No time limits or warning clauses mentioned.
When the customer clicks on the link to "BA Price Promise," he goes to another page to read BA's noble promises to the customer..."If you find the same British Airways flight you’ve purchased on ba.com cheaper on another website, we’ll refund the difference." And then, "Book With Confidence...Always feel confident you can book online at ba.com for our best fares. " And then, "If you have made your booking on ba.com and happened to have found the same flights, on the same day, in the same class but cheaper on another website, don’t worry, just complete and submit our claim form."
A Reasonable Person would assume that if a lower price appeared within less than one day after tickets were purchased, a refund for the difference would be happily issued by BA.
So Tuesday afternoon, after much research and study, I decided to buy our annual RT tickets to France on British Air. I didn't worry. I "Booked With Confidence. "
The next morning, I read an email from a price-shopping website and clicked on a few links to see what their prices were to Europe. Within a few clicks I came across the BA flight itinerary identical to that which I had just purchased from you (same date, same flights, same times, etc.), for approximately $50 less per person. I smiled...I wasn't worried, I was confident. After all, you'd promised to refund the difference. I reread the page about the Price Promise, dutifully clicked on the link to file the claim, patiently and carefully filled in all the boxes correctly and accurately and sent it on its way, thrilled I had chosen to buy tickets with British Airways this time instead of my usual airline, American Airlines. After all, you told me to book with confidence and you were guaranteeing me the best price. I was a very happy BA Customer.
Then I get your piece-of-mealy-mouthed-garbage response. Apparently, somewhere deep in the bowels of your "further terms and conditions," there's a limitation that the request for refund must come by midnight of the date of purchase. So, theoretically, someone could buy tickets on the BA website at 11 p. m., watch the late night news, go to shut down the computer and read a new email advertising a cheaper fare, and you would shoot them down on your promise because they didn't get their claim in by midnight.
I would like to know, on a HUMAN level, how you feel about this deceitfulness. How do you feel about blatantly LYING to your customers about this so-called "Price Promise?" I suppose you can always fall back on a smug, self-serving "Well, they should've read the fine print" response, right? Sure, I should've. I didn't realize I was taking out a bank loan to buy a house when I bought a ticket on your airplane. I actually believed your advertising, your lies of omission and your deceit. I read VERY CAREFULLY all the information on the BA Price Promise page, including the Terms and Conditions, and followed all the rules...except for the hidden rules (I should have clicked on "further terms and conditions").
Boy, BA, I'll bet you were a lot of fun on the playground when you were a kid, huh? Were you the one who won all the games, but had no friends, because you made up new rules all the time, in the middle of the game?
I would really like to hear back from a human being about this. It's not even about the silly $100 -- that really doesn't mean much to me. It's about the goodwill you just lost from me. I was your happy customer, looking forward to my trip, pleased with the reasonably priced tickets I'd found. And now I'm truly ticked off and will be telling this story to everyone I know. I will fly on your airplane for this trip, because I've purchased my tickets...but now, instead of extolling your virtues I'll be blowing the whistle on your deceit.
Very simple: I believed your advertisements, bought the tickets, found a lower price WITHIN 24 HOURS, followed all your apparent rules, and you shot me down for a lousy $100 US dollars. And made a hater out of me.