Gilles Charlton has been fighting for and solving Telegraph readers’ travel problems for over 30 years, securing refunds, righting wrongs and suggesting solutions.

Here is this week’s question:

Dear Gill,

In March I booked two tickets from Heathrow to Santorini with British Airways for a short break in August. I used 61,000 Avios Points for both award flights and upgraded to Club Europe using a cabin upgrade voucher.

When I tried to check in online on August 4, a message told me I had to do it at the airport. Worried, we arrived early and found that our tickets were not valid. An agent and his supervisor tried for an hour to check us in but could not find any e-tickets associated with the reservation.

I phoned the BA Executive Club, where I was told that the Avios had not been deducted, even though my BA account said that was the case. I was then told it must be a computer problem. By then it was too late to fly or find an alternative, so we headed home.

I have since complained to BA twice and each time received a response saying I was a ‘no show’ and no refund or compensation was due. Can you help?

–David Vickers

Dear David,

I have heard of other cases where e-tickets were not issued by BA after customers paid with Avios. As in your case, the reservation appears confirmed on the BA application (with the six-digit PNR access code) but it is not live on the reservation system. Yet customers then receive “Get Ready to Fly” reminders sent to the associated email address.

Even when using the BA app, you will still receive an email confirmation containing the e-ticket numbers (which start with 125-). The subject line will contain the words “British Airways e-ticket”.

It appears you did not receive this email. BA then compounded its error by refusing to deal with your complaint and sending a standard no-show letter.

I have asked the airline to properly investigate and provide compensation for ruining your vacation plans. He has now agreed to refund your Avios points, pay £700 in compensation for denied boarding and cover your expenses of £326.01, which included non-refundable accommodation. He also sent a £300 e-voucher as an apology.

Apparently the problem occurred because a “system problem” meant that BA hadn’t collected an extra £1 on your BA American Express card, which is somewhat ironic.

If you’re using a combination of Avios and cash to pay for your flights, it’s essential to check that the e-ticket is issued and the receipt arrives in your inbox. This should happen within a few minutes of pressing the “buy” button.

You should also check your credit card statement to ensure that any additional payments have been made. Otherwise, you will need to call BA to resolve the problem.

Your travel problems solved

Gill takes on a different case every week – so send your issues to him for review at [email protected]. Please provide your full name and, if your dispute concerns a travel agency, your address, telephone number and any booking reference. Gill cannot answer every question, but she will help where she can and all emails will be acknowledged.