NEWS BT has hit back at claims that delays and backlogs have turned its free flight offer for new broadband customers a fiasco, saying that most customers have received their flights and 5,000 vouchers remain unclaimed.
New BT broadband customers were offered a free flight to the US or several European cities in a promotion earlier this year, and 10,000 vouchers were given out during the qualifying period.
Initially there were delays in processing some applications, which BT put down to the unprecedented demand.
A BT spokesman told silicon.com: "There were teething problems and we did experience delays through the summer and we apologies for that but we will honour those who have a voucher and anyone who wants a flight will get it."
He said since then 5,000 customers have returned their vouchers and either taken their flight or have been booked on one and that the backlog is down to "about 20 people". He said the rest of the customers have not applied for their free flights yet.
"The other 5,000 we haven't heard from but they have until the 31 March 2005 to redeem the vouchers," he said.
When the initial delays hit the BT offer there were comparisons to the Hoover free-flights debacle in the 1990s when customers who spent over £100 were offered two free transatlantic flights – up to 100,000 people didn't get their flights, however, and the company was forced to make massive compensation payments after a court case.
Any BT customers having problems with their claims or wanting more information on how to redeem their free flight vouchers can contact a helpline on 01274 256058 or visit this website.
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1. anonymous
Looks like they may be doing some creative counting regarding the 25-day deadline they have to respond to your application. They start counting the 25 days from the date they receive your voucher.
I rang to check the progress of my application. Was told they didn't receive it until 8 November. This seemed very late to me.
Worse, it was cutting it a bit close for me, as I want to travel prior to Christmas. After I hung up, I hunted down my documentation. I am fortunate that I sent the voucher recorded delivery, and can now prove they signed for it on the 2nd of November.
I wonder why they are trying to lengthen the number of days they have to respond in this way?
I rang them today to advise them of the delivery date recorded, and to check on my application.
I was on hold for 30 minutes, at which point a voice alerted that I could press 1 to leave a message, or continue to hold. I pressed 1 and was advised the other party had hung up.
Not terribly impressed. This is the number to ring to complain: 01274 256058 -- BT Broadband helpline. They simply gave me the address of MLM Promotions to send a letter to.