Ms Amy Stenson
Complaints Department
BMI
Donington Hall
Castle Donington
Derby DE74 2SB
31 January 2008
Dear Ms Stenson
Gosh. Well thank you for your letter dated 16 January 2008; we particularly enjoyed your failure to apologise for the problems, delays and appalling service we experienced on our flights.
In fact, of the eight specific issues raised in my letter to your CEO you managed to address only one and, amusingly, failed to redress even that.
So let us start with that issue. You tell me that your terms and conditions state that passengers are not entitled to a refund if they have paid for something which they do not then receive.
But have you actually read your own terms and conditions? Because (to both of our surprise) I have. And they say:
"10.2 On failure by us to provide carriage in accordance with the contract of carriage refund of the fare or applicable portion thereof shall be made by us in accordance with this Article."
So, given your failure to provide carriage in accordance with our contract (which you agreed to when you accepted the surcharge for pre-allocated seating), you do in fact owe us the money we paid. Please arrange a refund to our whole group very soon and spare yourself the torrent of letters that will inevitably arrive until it does.
On all the other issues... sigh. Shall we give up now for the sake of both our sanity? I shall sign off on your very sweet hope we have not been deterred from flying with you in the future; frankly my dear I don’t have enough green ink.
Kind regards
Christine H
PS. Do feel free to review the correspondence to date at http://thebogun.blogspot.com
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