Here's the situation: I was caught up in the BA systems outage in May 2017 that left every BA passenger stranded that day. Because their system was completely down, they couldn't book me on another airline so I had to pay out of pocket US$1000 for a one way ticket from Germany back to the US. I was told I'd be reimbursed by BA. It's now coming up on 9 months and I haven't seen a dime!
The BA process for handling this is as follows: they issue a refund for the cancelled flight to the ticket vendor, then the vendor issues the passenger the refund, then BA refunds the out of pocket flight to the passenger. This is where Vayama comes in. They won't refund me! I've called customer service probably 10 times, maybe more. Each time, I am literally lied to. They try to make it seem like they're being helpful and promise to resolve the issue but, again, I've been calling for the last 9 months. I've been told that the refund is on its way and I'll see it in 45-60 days. 9 months = 270 days, Vayama! When I ask for an email confirmation stating that the refund has been issued, I'm told that they'll send it within 2 hours. Have I gotten a single email? Of course not or they would be liable to actually refund me. Sometimes I'll get a very "committed" person. They'll commiserate and say that they will personally resolve the issue and will contact me within 2 business days. Has anyone ever followed through? Nope. This company has no moral compass! I've never dealt with a company whose policy is to lie to their customers until they give up. Not happening with me, Vayama! Aside: I think Kayak uses the same customer service center so take that for whatever it's worth.
Here's the kicker. BA issued the refund to them October 23, 2017. As I type this, that's 119 days ago!
BA doesn't escape this without fault either. First, why the ridiculous refund process? The out of pocket should not be dependent on the cancelled flight refund. Makes no sense. Second, BA is intimately aware of the issues I'm having with Vayama but instead of doing something about it, they point the finger at Vayama. BA: your IT failure caused this whole mess in the first place! You can easily solve the out of pocket refund: just issue a check or direct deposit. Simple. A few clicks and I'll at least be whole. But, alas, that would actually be a sensible thing to do and apparently companies aren't very good at that.
So I'm obviously frustrated that I'm out $1000 on top of the original flight cost. This post was mostly to vent but anyone have ideas on how to get refunded?
Before anyone trolls me about using a third party aggregator, I've used many prior without any issues (first time with Vayama though). I also saved a decent amount of money with them. Of course, absolutely not worth it in hindsight. I'd advise anyone thinking of using an aggregator to highly consider direct from airline instead, especially if the price difference is negligible.