Latest news with #SimonLawrence
Yahoo
22-07-2025
- Business
- Yahoo
Money Problem: 'British Airways agreed over phone to refund nearly £1,500 - but then only gave me half'
Every week, our Money team gets an expert to answer your financial problems or consumer disputes. Today, our reader Simon Lawrence asks... We booked a holiday to Mexico for £2,362 but a few months later were seeing a lot of articles about how dangerous Mexico City had become. When I called, British Airways agreed to let us cancel with a £1,454 refund but then only gave me half. This was last July and I've been back and forth with them ever since. They're saying the complaint is closed. What can I do?Money blog editor answers... Thanks for writing in, Simon - I got a lot more details about your case from our correspondence. This helped me have a back and forth with BA - but before I get to where that ended up, I want to go through your rights. It's worth saying that you are not alone in having problems with BA. A Facebook group titled "British Airways Complaints Advice" has nearly 41,000 members - read from that what you will. Your 'ace card' I chatted to consumer rights expert Scott Dixon, AKA the Complaints Resolver, about your case - and he was impressed that you'd kept such meticulous notes. This is key when things go wrong. As a starting point, if BA or another company in a similar scenario is unfairly refusing to engage, Dixon suggests you can submit a data subject access request to retrieve recorded phone calls as evidence of what BA promised. "This is your ace card," said Dixon - and it may lead to a resolution in your favour. Refunds generally depend on the terms and conditions you agree to when purchasing something. "BA say they sell some tickets at discounted fares which may be partly or completely non-refundable," said Dixon. "You should choose the fare which best suits your needs and consider taking out travel insurance to cover instances where you might have to cancel your ticket." Regardless of the above, you may be entitled to a full refund in certain circumstances, such as: A serious illness or bereavement (proof may be required); If BA cancels the flight or makes a significant change to it. Promises made over the phone When making telephone calls, Dixon says you should always note: The name of the person you spoke to; Date and time of calls; Summary of what was said; Request written confirmation of any promises given. Don't accept vouchers This is one of Dixon's bugbears. "BA usually offers vouchers instead of cash to close complaints, which you do not have to accept," he told me. "You are entitled to what you are owed and promised in cash." Alternative dispute resolution If you disagree with an airline's decision, you have the right to go to an ADR service to dispute it. The main ADR schemes are Consumer Dispute Resolution Limited (AviationADR) and Centre for Effective Dispute Resolution (CEDR). BA subscribes to CEDR - so that's where you'd go. "I have found the ADR schemes to be very good with legitimate claims, and it's clear that many airlines deliberately flout the law because they know most people won't pursue it," said Dixon. How did you pay for it? If you paid by credit card, you can submit a claim under S75 of the Consumer Credit Act 1974, which holds the credit card provider jointly liable for a breach of contract. Read more: Small claims court If all else fails, you could take your case to the small claims court if it is in England, or follow the Simple Procedure in Scotland. Dixon advises: "Before you file a claim, send screenshots of the draft court papers setting your case out and demanding a refund within seven days. Tell BA that if they fail to do so, you will lodge a claim in the small claims court. "This may resolve the dispute. If it does not, you can proceed and file the small claim papers online." What did British Airways do when we contacted them? A few hours after we emailed the BA press office, Simon received an email suggesting his case was open again. Neither we nor Simon then heard much for a week before he received £527.19 and a voucher worth £100. Simon sent us this email: "This is still £100 less than the £727.19 but it's better than nothing. "Still no explanation or proper apology from our standard-bearer airline, but perhaps that's too much to ask for. "At least the refund is an acknowledgement that they were wrong and had effectively lied to me when they said the refund was in line with their policy. Without your intervention, I would have just been continually ignored." It really shouldn't take an email from the media to sort these things out, but we are glad BA has now given Simon most of the money he was promised. In a short statement, the airline said: "We've apologised to our customer and have been in touch to make things right." This feature is not intended as financial advice - the aim is to give an overview of the things you should think about. Submit your dilemma or consumer dispute via: WhatsApp Or email moneyblog@ with the subject line "Money Problem"
Yahoo
22-07-2025
- Business
- Yahoo
Money Problem: 'British Airways agreed over phone to refund nearly £1,500 - but then only gave me half'
Every week, our Money team gets an expert to answer your financial problems or consumer disputes. Today, our reader Simon Lawrence asks... We booked a holiday to Mexico for £2,362 but a few months later were seeing a lot of articles about how dangerous Mexico City had become. When I called, British Airways agreed to let us cancel with a £1,454 refund but then only gave me half. This was last July and I've been back and forth with them ever since. They're saying the complaint is closed. What can I do?Money blog editor answers... Thanks for writing in, Simon - I got a lot more details about your case from our correspondence. This helped me have a back and forth with BA - but before I get to where that ended up, I want to go through your rights. It's worth saying that you are not alone in having problems with BA. A Facebook group titled "British Airways Complaints Advice" has nearly 41,000 members - read from that what you will. Your 'ace card' I chatted to consumer rights expert Scott Dixon, AKA the Complaints Resolver, about your case - and he was impressed that you'd kept such meticulous notes. This is key when things go wrong. As a starting point, if BA or another company in a similar scenario is unfairly refusing to engage, Dixon suggests you can submit a data subject access request to retrieve recorded phone calls as evidence of what BA promised. "This is your ace card," said Dixon - and it may lead to a resolution in your favour. Refunds generally depend on the terms and conditions you agree to when purchasing something. "BA say they sell some tickets at discounted fares which may be partly or completely non-refundable," said Dixon. "You should choose the fare which best suits your needs and consider taking out travel insurance to cover instances where you might have to cancel your ticket." Regardless of the above, you may be entitled to a full refund in certain circumstances, such as: A serious illness or bereavement (proof may be required); If BA cancels the flight or makes a significant change to it. Promises made over the phone When making telephone calls, Dixon says you should always note: The name of the person you spoke to; Date and time of calls; Summary of what was said; Request written confirmation of any promises given. Don't accept vouchers This is one of Dixon's bugbears. "BA usually offers vouchers instead of cash to close complaints, which you do not have to accept," he told me. "You are entitled to what you are owed and promised in cash." Alternative dispute resolution If you disagree with an airline's decision, you have the right to go to an ADR service to dispute it. The main ADR schemes are Consumer Dispute Resolution Limited (AviationADR) and Centre for Effective Dispute Resolution (CEDR). BA subscribes to CEDR - so that's where you'd go. "I have found the ADR schemes to be very good with legitimate claims, and it's clear that many airlines deliberately flout the law because they know most people won't pursue it," said Dixon. How did you pay for it? If you paid by credit card, you can submit a claim under S75 of the Consumer Credit Act 1974, which holds the credit card provider jointly liable for a breach of contract. Read more: Small claims court If all else fails, you could take your case to the small claims court if it is in England, or follow the Simple Procedure in Scotland. Dixon advises: "Before you file a claim, send screenshots of the draft court papers setting your case out and demanding a refund within seven days. Tell BA that if they fail to do so, you will lodge a claim in the small claims court. "This may resolve the dispute. If it does not, you can proceed and file the small claim papers online." What did British Airways do when we contacted them? A few hours after we emailed the BA press office, Simon received an email suggesting his case was open again. Neither we nor Simon then heard much for a week before he received £527.19 and a voucher worth £100. Simon sent us this email: "This is still £100 less than the £727.19 but it's better than nothing. "Still no explanation or proper apology from our standard-bearer airline, but perhaps that's too much to ask for. "At least the refund is an acknowledgement that they were wrong and had effectively lied to me when they said the refund was in line with their policy. Without your intervention, I would have just been continually ignored." It really shouldn't take an email from the media to sort these things out, but we are glad BA has now given Simon most of the money he was promised. In a short statement, the airline said: "We've apologised to our customer and have been in touch to make things right." This feature is not intended as financial advice - the aim is to give an overview of the things you should think about. Submit your dilemma or consumer dispute via: WhatsApp Or email moneyblog@ with the subject line "Money Problem"
Sky News
22-07-2025
- Business
- Sky News
Money Problem: 'British Airways agreed over phone to refund nearly £1,500 - but then only gave me half'
Every week, our Money team gets an expert to answer your financial problems or consumer disputes. Today, our reader Simon Lawrence asks... We booked a holiday to Mexico for £2,362 but a few months later were seeing a lot of articles about how dangerous Mexico City had become. When I called, British Airways agreed to let us cancel with a £1,454 refund but then only gave me half. This was last July and I've been back and forth with them ever since. They're saying the complaint is closed. What can I do? Money blog editor Jimmy Rice answers... Thanks for writing in, Simon - I got a lot more details about your case from our correspondence. This helped me have a back and forth with BA - but before I get to where that ended up, I want to go through your rights. It's worth saying that you are not alone in having problems with BA. A Facebook group titled "British Airways Complaints Advice" has nearly 41,000 members - read from that what you will. Your 'ace card' I chatted to consumer rights expert Scott Dixon, AKA the Complaints Resolver, about your case - and he was impressed that you'd kept such meticulous notes. This is key when things go wrong. As a starting point, if BA or another company in a similar scenario is unfairly refusing to engage, Dixon suggests you can submit a data subject access request to retrieve recorded phone calls as evidence of what BA promised. "This is your ace card," said Dixon - and it may lead to a resolution in your favour. Refunds generally depend on the terms and conditions you agree to when purchasing something. "BA say they sell some tickets at discounted fares which may be partly or completely non-refundable," said Dixon. "You should choose the fare which best suits your needs and consider taking out travel insurance to cover instances where you might have to cancel your ticket." Regardless of the above, you may be entitled to a full refund in certain circumstances, such as: A serious illness or bereavement (proof may be required); If BA cancels the flight or makes a significant change to it. When making telephone calls, Dixon says you should always note: The name of the person you spoke to; Date and time of calls; Summary of what was said; Request written confirmation of any promises given. Don't accept vouchers This is one of Dixon's bugbears. "BA usually offers vouchers instead of cash to close complaints, which you do not have to accept," he told me. "You are entitled to what you are owed and promised in cash." Alternative dispute resolution If you disagree with an airline's decision, you have the right to go to an ADR service to dispute it. The main ADR schemes are Consumer Dispute Resolution Limited (AviationADR) and Centre for Effective Dispute Resolution (CEDR). BA subscribes to CEDR - so that's where you'd go. "I have found the ADR schemes to be very good with legitimate claims, and it's clear that many airlines deliberately flout the law because they know most people won't pursue it," said Dixon. How did you pay for it? If you paid by credit card, you can submit a claim under S75 of the Consumer Credit Act 1974, which holds the credit card provider jointly liable for a breach of contract. Small claims court If all else fails, you could take your case to the small claims court if it is in England, or follow the Simple Procedure in Scotland. Dixon advises: "Before you file a claim, send screenshots of the draft court papers setting your case out and demanding a refund within seven days. Tell BA that if they fail to do so, you will lodge a claim in the small claims court. "This may resolve the dispute. If it does not, you can proceed and file the small claim papers online." What did British Airways do when we contacted them? A few hours after we emailed the BA press office, Simon received an email suggesting his case was open again. Neither we nor Simon then heard much for a week before he received £527.19 and a voucher worth £100. Simon sent us this email: "This is still £100 less than the £727.19 but it's better than nothing. "Still no explanation or proper apology from our standard-bearer airline, but perhaps that's too much to ask for. "At least the refund is an acknowledgement that they were wrong and had effectively lied to me when they said the refund was in line with their policy. Without your intervention, I would have just been continually ignored." It really shouldn't take an email from the media to sort these things out, but we are glad BA has now given Simon most of the money he was promised. In a short statement, the airline said: "We've apologised to our customer and have been in touch to make things right." This feature is not intended as financial advice - the aim is to give an overview of the things you should think about.
Otago Daily Times
22-05-2025
- General
- Otago Daily Times
Dolphin catch increase could be ‘random'
PHOTO: GETTY IMAGES A sixfold increase in dolphin captures since the introduction of onboard cameras could be due to a range of factors, including "random fluctuations", Seafood New Zealand says. Fisheries New Zealand science and information director Simon Lawrence told the Otago Daily Times there had been a sustained change in reporting across the vessels within scope of the onboard cameras rollout and by last month, there had been 6.1 times more reported dolphin interactions since cameras had been on board fishing vessels. Forest & Bird earlier this week said the increase suggested suspected under-reporting was in fact happening. However, now Seafood New Zealand inshore general manager Tiffany Bock said there could be other factors at play. "Yes, more dolphin interactions have been reported. "We agree that it's good to have this information out there. "The change is due to a number of things. "We can't rule out random fluctuations, because we are talking about relatively small numbers (although obviously we want these numbers to get much smaller, fast). "Also it is true that fishers are taking way more care about the reporting process. "This is a good thing." It was important to consider that before cameras, the Ministry for Primary Industries (MPI) was "always allowing for a certain amount of under-reporting in their calculations" of protected species interactions, Ms Bock said. "Now we have cameras, we know their calculations were pretty accurate." Furthermore, potential changes MPI was considering would only limit public access to the footage captured by onboard cameras, not the information gleaned from them, she said. When announcing proposed amendments to the Fisheries Act in February, Oceans and Fisheries Minister Shane Jones said he wanted to address industry concerns about "sensitive footage" from cameras on fishing boats. Yesterday, Ms Bock said it was "really important for the public to know" that they would not be losing access to information about accidental captures of protected species under the proposed changes. MPI published quarterly data about bycatch of protected species on its website and that would not stop, she said. "Everyone will still be able to see how many birds, reptiles and marine mammals have been captured by fishing vessels and whether they were released alive and uninjured, alive and injured or dead. "This information is put together from observers on fishing vessels and from what MPI officials see via cameras. "It will continue to be published and is in no way affected by the proposed legislative changes."
Otago Daily Times
18-05-2025
- General
- Otago Daily Times
Dolphin reports soar as cameras increase
Since cameras were installed on fishing boats, six times more accidental catches of dolphins have been reported by the fishing industry, official information shows. Fisheries New Zealand science and information director Simon Lawrence told the Otago Daily Times data collected from on-board cameras thus far confirmed cameras improved the "quality of data available" to inform fisheries management — "particularly in relation to accidental protected species captures reported by fishers". "As at April 2025, we have observed 6.1 times more reported dolphin interactions since cameras have been on board fishing vessels," Mr Lawrence said in response to an official information request. "This demonstrates that the presence of cameras has led to a sustained change in reporting across the vessels within scope of the rollout." On-board cameras were first placed on vessels deemed to pose the greatest risk to protected species, he said. The first phase of the rollout, in 2023, focused on the west coast of the North Island and those parts of the South Island most likely to overlap with Hector's dolphin habitats. Data released in April last year showed an improvement in reporting by fishers, which was in line with expectations, he said. From the beginning of last year, the rollout extended to the remaining areas within the scope of the programme, he said. Reports of accidental capture of protected species increased when cameras were put on boats and those increased levels then continued unchanged, he said. Forest & Bird Otago and Southland regional conservation manager Chelsea McGaw said the significant increased was "not surprising". "It is not surprising that reports of dolphin bycatch have increased by more than 600%," Ms McGaw said. "It has been long suspected that a lot more bycatch was happening than what was previously self-reported or reported by observers." Along the same lines, in the kingfish and snapper fisheries, "discards" of fish had risen 950% and over 1000%, respectively, since cameras were introduced. Ms McGaw said the increases did not mean more animals were being caught or discarded than before, "just that we are now beginning to see the true picture of bycatch in our fisheries". "The most worrying part of all this is that the current proposal to review the Fisheries Act wants to allow cameras to be turned off when at anchor and when transitioning to and from port, creating 'black spots' where this data cannot be captured. "It is also proposed that camera information, such as that gathered for this article, will not be able to be retrieved through the Official Information Act [OIA] process, and will be locked tight behind MPI walls." The information touted by Fisheries New Zealand was also "invaluable public information" that allowed for transparency of the fishing industry. The data collected by cameras also provided advocacy tools for organisations such as Forest & Bird to fight for reduced bycatch and ecosystem-based fisheries management, she said. University of Otago emeritus professor Liz Slooten said the most recent bycatch data — from January to March this year — was due to be published this month and she would comment then. However, she said it would be useful to find out the number of boats that did not have cameras or observers on board. Prof Slooten said she suspected it would be very different for gillnet and trawl fisheries. "Both of these kill dolphins. "From what we can gather, the proportion of boats with cameras on board is much higher for trawling vessels than gillnetting vessels. "But MPI [Ministry for Primary Industries] seem very reluctant to actually provide information on this." She also said the 6.1 times more reported dolphin bycatches was "a significant change", one which she expected "shocked" officials.
