After the passing of my wife, I wanted to create a memorable experience for my two young daughters and myself by taking a luxury holiday. I spent over £13,000 on a 12-night stay in a penthouse suite at a St. Lucia resort, booked through British Airways, hoping it would help us heal during this challenging time.

Upon our arrival, we were informed that no penthouses were available due to construction, and our accommodation had been downgraded. The replacement suite was not only significantly cheaper, but it also lacked the promised views and was on the lowest floor next to the swimming pool, where loud music from the bar played all day. Frustrated, I reached out to British Airways, only to be told I needed to submit a complaint through their website. Over two months later, I’ve yet to receive a response. I tried calling and even took to Twitter to address the issue, but was told they were too busy to provide any timeline for follow-up.

In addition to feeling let down by the inadequate accommodation, I’ve lost hundreds of pounds because I haven’t been refunded the price difference.

I’m truly sorry to hear about your wife’s passing and the effect it has had on your daughters. This luxury holiday was intended to be a unique experience filled with cherished memories, but unfortunately, disappointment overshadowed the trip. To make matters worse, the letter from the resort confirming the downgrade was addressed to both you and your late wife, despite her not being part of the booking.

It’s incredibly frustrating that British Airways seemed indifferent to your situation, especially given the circumstances and the significant cost involved. Interestingly, they reached out to you the day after I inquired about their customer service issues, claiming they were unaware of the construction work and that your complaint had been misdirected.

According to British Airways, the price difference between the penthouse suite and the room you were given was £750. They’ve since offered you £3,000 as a goodwill gesture, along with a refund for the Avios points you used in your booking.

This response indicates that they recognize they fell short of the standards customers rightfully expect, particularly regarding the importance of this trip to you and your family.

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