OFFERED REFUND FOR CANCELLED TICKET AND THEN THEY RETRACTED IT AFTER I BOUGHT NEW TICKETS!!

OFFERED REFUND FOR CANCELLED TICKET AND THEN THEY RETRACTED IT AFTER I BOUGHT NEW TICKETS!!

I recently received a mail from British Airways informing me that my flights to East London on the 12th July were cancelled due to Covid Lockdown Level 4. It gave me 2 options: 1) claim a full refund 2) choose a new date

As my booked holiday in the Transkei was 6 days away now and no other fligths were offered for the entire month, I chose to get a refund. I selected this on the website and was sent a confirmation mail, to say that it was being processed and the money would be returned to my credit Card shortly.

Thereafter I booked new tickets on SAFAIR - which was the only airline still flying.

Upon my return, I followed up on my refund. I was told that they could not issue it as my original booking was with Kulula. They said I only received the refund mail, as it was an automated mail and did not distinguish between those who booked via BA or via a partner (this of course is not my problem??) Kulula then refused to refund, saying it is not their policy and I have till November to use the tickets or loose them. This is ridiculous, as I have no opportunity to use them before then and no funds, seeing as I have now just paid for new tickets.

I went back to BA as all communication came from the, but was told it was "not their problem" and there is nothing they can do about it.

For me this is unacceptable.....I booked with tickets with BA; BA then cancelled them (not my choice); BA then offered me a refund; BA confirmed that I would be refunded in writing; and then retracted the offer???

An email is a binding document. It was confirmed with me and I now want my refund!! otherwise, it is blatant *****!!!

I would appreciate someone from BA getting hold of me to resolve.... Luisa Malan