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‘Payment error’ leaves British Airways customers charged twice

‘Payment error’ leaves British Airways customers charged twice
John Fitzsimons
Written By:
John Fitzsimons

A slew of British Airways customers have been charged twice for booking holidays and hotels through the airline’s website.

British Airways (BA) customers have taken to X (formerly known as Twitter) to raise concerns about being charged repeatedly for the same trip, potentially leaving them thousands of pounds out of pocket. 

In some cases this has resulted in the customers exceeding the credit limit on their credit card, or dropping into their overdraft, incurring charges as a result.

What British Airways bookings have been affected?

According to BA, the impacted bookings were made on 1 January 2024. They were made directly, rather than through third parties.

The travel firm said it was investigating the cause of the issue, for which it has apologised. 

Can I get my money back for British Airways double charging?

BA said that it has already processed refunds for those who were impacted by the double charging issue. As a result, the funds should start appearing in your account shortly, though obviously the timescales can vary based on your bank.

It’s important to keep an eye on your account, in case your refunds have not been processed properly. If the money is not paid in the next few days, then it’s important to chase this up directly.

If the money is not refunded properly, or you are not satisfied with how BA handles the situation, then you can complain through the British Airways website.

You can also request that British Airways cover any additional fees you have incurred as a result of the double charging, for example if you have dropped into your overdraft or exceeded the credit limit on your credit card. The holiday firm said that it would not leave customers “out of pocket” as a result of the situation.

If there are issues claiming the refund, then you may be able to get the money back through your credit card provider thanks to the Section 75 rights as part of the Consumer Credit Act. Alternatively if you paid with your bank account, then it may be possible to reclaim the money through the Chargeback scheme.