Except where stated, the following wording applies to text and html emails. The layout is mandated for text emails.
Text emails are to be composed using the courier font for layout. The working assumption is that the customer will be using courier for text emails.
1) ‘Do not reply’ text at the top
PLEASE DO NOT RESPOND DIRECTLY TO THIS EMAIL. Responses go to an automated email box that we are unable to read or reply from. For contact information, please see the ‘How to contact us’ section below.
2) Salutation – by name or generic
Dear Mr Smith,
Dear Customer,
3) Email index – wording to be exactly the same as headings (text emails only)
What’s in this email
- Cancelled flight details
- Your new itinerary
- What to do next
- Have you also booked hotel, car or insurance?
- How to contact us
- Notices and legal information
4a) How to contact us generic – last item before legal content
—————–
HOW TO CONTACT US
—————–
We try to offer you as full a service as possible, but
we are unable to answer replies to this email.
If you do have a question to ask us, you can find answers and (in some countries) our email form by clicking the link below:
http://ba.com/yourquestions
For phone numbers, click the link below
http://ba.com/contactus
4b) Contact us – with specific contact details
Where there is a reason to include specific contact details in a text email, it should take the following form
- includes email – specific contact
- includes standard contact details as ‘for anything else’
—————–
HOW TO CONTACT US
—————–
This is an automated email, and we are unable to respond to
replies. To ask a question online, or send us an email (in some
countries), please visit:
http://ba.com/yourquestions
If you require further information regarding this refund,
please contact:
British Airways Plc
Refunds Department (R46/HDA1)
PO BOX 365
HARMONDSWORTH
Middlesex
ENGLAND
UB7 0GB
Telephone number: +44(0)20 8564 2111
Fax number:       +44(0)20 8738 9353
to contact us on other matters please call on:
0870 850 9850
5) Header for notices and legal
*************************NOTICES AND LEGAL INFORMATION**********************
6) Misdirection disclaimer at the very end of the email (this is the only item not included in the email index)
IF YOU HAVE RECEIVED THIS EMAIL IN ERROR
This is a confidential email intended only for the British Airways customer appearing as the addressee. If you are not the intended recipient please delete this email and inform the sender as soon as possible. Please note that any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful.