Our emails to Btinternet customers in spam folder, are delayed or never received

[schltd]

We are a cruise parking booking website and customers receive booking confirmation from our email address. However, they seem to always receive their bookings in their spam. Sometimes they never receive it or it gets delayed.

I have already checked a few articles in regards to this:

"BT email - Best practices for postmasters and senders of bulk mail" which we have followed and a few forum posts which have outdated information i.e. going to criticalpath but the link does not work anymore.

Here is an excerpt of the message headers that one of our customers received in the spam folder. It appears to point to X-RazorGate-Spam and X-Junkmail-Premium-Raw.

Return-Path: <[REDACTED]@cruiseparking.co.uk>
Received: from rgin15.bt.int.cpcloud.co.uk (10.110.32.236) by be62.bt.int.cpcloud.co.uk (9.0.029)
        id 5822673F020DBC6D for [REDACTED]@btinternet.com; Fri, 3 Feb 2017 10:39:19 +0000
X-OWM-SPF-MAILFROM: Pass
X-OWM-SPF: 0
X-OWM-DKIM: 5
X-OWM-DMARC:  0
X-Originating-IP: [REDACTED]
X-OWM-Source-IP: [REDACTED](GB)
X-OWM-Env-Sender: [REDACTED]@cruiseparking.co.uk
X-RazorGate-Spam: true
X-OWM-BULK: From
X-Junkmail-Premium-Raw: score=11/50,refid=2.7.2:2017.2.3.94216:17:11.145,ip=[REDACTED],rules=__CSHC_RCVD,
 WEBMAIL_XOIP, __HAS_XOIP, __MIME_VERSION, __HAS_FROM, NO_REAL_NAME,
 __TO_MALFORMED_2, __TO_NO_NAME, __PHISH_SUBJ_PHRASE4, __CT, __CTYPE_HTML,
 __CTYPE_IS_HTML, __CTE, __HAS_MSGID, __SANE_MSGID, WEBMAIL_X_IP_HDR,
 __ANY_URI, __HTTPS_URI, __URI_WITH_PATH, LINK_TO_IMAGE, ECARD_WORD,
 __FRAUD_MONEY_CURRENCY_POUND, __MULTIPLE_URI_TEXT, __URI_IN_BODY,
 __HTML_BOLD, __HTML_AHREF_TAG, __STYLE_RATWARE_NEG, __HTML_TAG_CENTER,
 __STYLE_TAG, __HAS_HTML, __HTML_TAG_TABLE, BODY_SIZE_10000_PLUS,
 BODYTEXTH_SIZE_3000_MORE, __MIME_TEXT_H1, __MIME_HTML, __MIME_HTML_ONLY,
 __TAG_EXISTS_HTML, __FUR_RDNS_MESSAGELABS, __URI_NS, __FRAUD_MONEY_CURRENCY,
 PHISH_TRUSTED_RDNS, WEBMAIL_SOURCE, CTYPE_JUST_HTML, __MIME_TEXT_H
Received: from mail1.bemta6.messagelabs.com (REDACTED) by rgin15.bt.int.cpcloud.co.uk (9.0.019.14-1)
        id 588A6CC50A1C12FD for [REDACTED]@btinternet.com; Fri, 3 Feb 2017 10:39:19 +0000
Received: from [REDACTED] by server-7.bemta-6.messagelabs.com id 4E/07-29440-7DD54985; Fri, 03 Feb 2017 10:39:19 +0000
X-Brightmail-Tracker: H4sIAAAAAAAAA+NgFmpjkeJIrShJLcpLzFFi42LZKRGuq3stdkq
  EwdbrGhbHb/5gd2D0+D7rKUsAYxRrZl5SfkUCa0bTxFuMBc2lFU9232JsYHxm08XIxSEkMJdR
  Yvvk/8xdjJwcEgJKEjfmXmUHsXkFBCVOznzCAmKzCShI7F/9mRHEFhGQlbj28RFYPYuAisSHI
  9/A4sICyhJnF5wH62UW0JY4c+AxE4y9bOFrqPkWEn9n3oea7yExvWMJ2HwhAVWJLW93sU1g5J
  mFZPUsJKNmIRm1gJF5FaNGcWpRWWqRrrGxXlJRZnpGSW5iZo6uoYGZXm5qcXFiempOYlKxXnJ
  +7iZGYPgwAMEOxp3rAw8xSnIwKYny/lw4OUKILyk/pTIjsTgjvqg0J7X4EKMMB4eSBG9nzJQI
  IcGi1PTUirTMHGAgw6QlOHiURHgrQdK8xQWJucWZ6RCpU4yKUuK8E0ASAiCJjNI8uDZY9Fxil
  JUS5mUEOkSIpyC1KDezBFX+FaM4B6OSMK8DyBSezLwSuOmvgBYzAS3++XgSyOKSRISUVAPj/k
  vuj6bJ/xI42Xjy+kVnh8AFj3LFjCyTbvMoKl2+dXb9l5MblqUm8mX3x1168maZtt3KWr7ZYds
  MTr3ZWPDY4K2bed0nw9f/lYpupenuijrJY3Pspfux2YlSxkemLWjN9Xr8toyd/Xj6vdJOBfdN
  e+bv/xJU/dHrxua9v6dszq/nmr19f4HTHSWW4oxEQy3mouJEAHXEm/GZAgAA
X-Env-Sender: [REDACTED]@cruiseparking.co.uk
X-Msg-Ref: server-5.tower-92.messagelabs.com!1486118358!71863022!1
X-Originating-IP: [REDACTED]
X-StarScan-Received:
X-StarScan-Version: 9.1.1; banners=cruiseparking.co.uk,-,-
X-VirusChecked: Checked
Received: (qmail 3918 invoked from network); 3 Feb 2017 10:39:18 -0000
Received: from mail.schltd.com (HELO mail.schltd.com) (REDACTED)
  by server-5.tower-92.messagelabs.com with AES128-SHA encrypted SMTP; 3 Feb 2017 10:39:18 -0000
Received: from GB1SCHLCPS01 (REDACTED) by MX-SCH01.schplc.local
 (10.10.11.10) with Microsoft SMTP Server id 14.1.421.2; Fri, 3 Feb 2017
 10:39:16 +0000
X-WatchGuard-Mail-Exception: Allow
MIME-Version: 1.0

I have tried to contact BT already but they seem only want to help me if I have an account. I have also emailed postmaster@btinternet.com but I have not had a response for 3 working days now.

Please can anyone point me in the right direction on who to contact for this issue?

Thanks.

[jac_95]

@schltd

As to the emails being marked as spam by the RazorGate analysis system, this could due to a mixture things such as your email characteristics (i.e from the email headers to the content within the body of the message) or that your email address has been reported as spam by various btinternet.com accounts.

The route here is to contact the postmasters (postmaster@btinternet.com) to see if they can give you any further information. This is a very busy route, so it can take from a couple of days to over a week to get a response.

As to the other issues in regards to emails not being received, have you received any bounce back smtp error messages?