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    • Tyzap
    • By Tyzap 18th Aug 17, 6:46 PM
    • 987 Posts
    • 497 Thanks
    Tyzap
    Hi


    I sent a covering letter and receipts to BA Customer service both by post recorded delivery and online. The flight was cancelled because on the 27th May the computer system went down. I will stop the claim against BA Ltd.


    Thanks
    Originally posted by Sharron and Paul
    Here is how to do it...

    http://www.smallclaimscourtgenie.co.uk/stop-this-train-i-want-to-get-off/

    Good luck.
    Please read Vaubans superb guide.
    • Justice13075
    • By Justice13075 18th Aug 17, 7:00 PM
    • 984 Posts
    • 421 Thanks
    Justice13075
    Hello all. Just posting an update on this one. I've just heard back from BA - they have emailed me to offer me €400 compensation - they offered Avios points OR cash (asked for bank details if I wanted cash). This was 2 weeks after I completed the claim on their website. Cheers everyone, and thanks for your help.
    Originally posted by Annie Clark
    Don't forget that's €400 per passenger.
    • summerishere11
    • By summerishere11 18th Aug 17, 8:32 PM
    • 9 Posts
    • 0 Thanks
    summerishere11
    Yes, appears to be a valid claim if through booked. ie all flights on one booking.
    Originally posted by Tyzap
    Re my post earlier about my Iberia claim, I have received a reply from them this afternoon, I also have a delayed baggage claim against them and for some reason they sent the reply to the delayed baggage case folder rather than the delayed flight case folder! ( my claim was a technical fault which resulted us getting to our final destination over 3 hours late) This was their reply : I am writing in relation to flight IB3166 of June 14th 2017 and would like to take this opportunity to thank you for contacting us. Depending on the infrastructure and operation of each airport, the airlines and airport authorities establish minimum times to guarantee the connections of passenger and their luggage.
    When these times are shorter and the connection proves in feasible, we provide them with the quickest way to reach their destination, depending on the availability of alternative flights.
    Airlines are affected by numerous factors, such as weather conditions, air control permissions etc, and this means that our planes and crews are sometime held up or find themselves at different airport from where they should be. Relocating them is complicated and occasionally this leads to delays or cancellations.
    I apologise if the information or the assistance we provided were not enough.
    We appreciate that your journey was more tiring, and although it was due to circumstances beyond our control, we did everything in our power to minimise the inconvenience and, based on options available, provided the fastest mode of transport to ensure that our reached you destination. Every day we analyse the incidents that occur and make plans to improve our handling of these situations.
    Thank you again for contacting us. Your assistance allows us to improve our service. We hope we continue to enjoy you trust.
    Sincerely, Iberia Customer Service Centre.

    Not sure what to make of this? Any thoughts? In my actual case file I will be able to escalate my case tomorrow morning.
    • Vauban
    • By Vauban 18th Aug 17, 11:56 PM
    • 4,673 Posts
    • 2,071 Thanks
    Vauban

    Not sure what to make of this? Any thoughts? In my actual case file I will be able to escalate my case tomorrow morning.
    Originally posted by summerishere11
    It's just computer-generated guff. Stop their nonsense and send them an LBA - and take them to court if they don't respond constructively. At the moment, you're just playing letter ping pong with templates.
    • JPears
    • By JPears 19th Aug 17, 1:29 PM
    • 3,080 Posts
    • 867 Thanks
    JPears
    JPears sorry I'm still a it confused and puzzled by this. The rescheduled flight was due to leave at 14.20 but was delayed and I'm pretty sure it didn't leave till after 3.30 making the difference between the cancelled flight 12.30 and the rescheduled actual leaving time 3 hours. I also don't understand how BA can say they cancelled the first flight the day before because they knew it was going to be extreme weather in London yet they booked us onto another flight 2 hours after the first one was due to leave the day they knew this extreme weather was taking place and of course we were delayed and missed our connection.
    Originally posted by summerishere11
    the second replacement flight was delayed by weather? then that is an EC so no compensation due. Did you not see the earlier post by Tyzap? BA had no choice about your first flight being cancelled. The decision was made by Heathrow.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • nabobbles
    • By nabobbles 21st Aug 17, 1:57 PM
    • 6 Posts
    • 1 Thanks
    nabobbles
    I posted this yesterday:
    forums.moneysavingexpert.com/showthread.php?t=5697646

    I'm just posting follow-up questions here as advised...

    I have already submitted a claim via the Resolver tool here:
    moneysavingexpert.com/travel/flight-delays#resolvertool

    Have I done the right thing?

    The Resolver tool seems to just automate the steps suggested in 'Vauban's Guide' - although the guide does suggest contacting the airline asking for compensation first, which I haven't done...

    Any advice?
    • nabobbles
    • By nabobbles 24th Aug 17, 1:34 PM
    • 6 Posts
    • 1 Thanks
    nabobbles
    Hi

    I didn't want to double post - but I just wanted some advice on my previous post.

    Have I done the right thing in using the Resolver tool?

    Or should I have contacted BA directly and submitted a claim via their website?

    I haven't heard anything back yet from my claim via the Resolver tool.

    Many thanks
    • Tyzap
    • By Tyzap 25th Aug 17, 1:53 PM
    • 987 Posts
    • 497 Thanks
    Tyzap
    Hi

    I didn't want to double post - but I just wanted some advice on my previous post.

    Have I done the right thing in using the Resolver tool?

    Or should I have contacted BA directly and submitted a claim via their website?

    I haven't heard anything back yet from my claim via the Resolver tool.

    Many thanks
    Originally posted by nabobbles
    It will do no harm to belatedly submit a claim via their website.

    Good luck.
    Please read Vaubans superb guide.
    • nabobbles
    • By nabobbles 25th Aug 17, 2:11 PM
    • 6 Posts
    • 1 Thanks
    nabobbles
    It will do no harm to belatedly submit a claim via their website.

    Good luck.
    Originally posted by Tyzap

    Thanks, I've submitted the claim via the BA website now - wish I'd done that to start with really.

    The Resolver tool is probably good, but I didn't really want to take the chance with it, especially since there is another thread in this forum where people seem a little suspicious about how it operates and I can't find any trustworthy clarification.

    So I now have a claim in via the Resolver tool AND via BA directly, I was going to close my original Resolver claim but I don't want to complicate things. What if closing my Resolver claim somehow gets my direct BA claim closed too?

    I guess I'll leave both open and see what happens.
    • garyba66
    • By garyba66 3rd Sep 17, 8:06 AM
    • 2 Posts
    • 0 Thanks
    garyba66
    BA0755 Basel to Heathrow - 11th August 2017
    Hi,

    Originally posted in general flight compensation in error.

    I have also posted the following on Flyertalk, as to otry and expand the audience and opinions on the next step I should take.

    The suggestion from people on Flyertalk is to go back to BA quoting the Sturgeon case or go straight to a Money Claim.
    ------------------------------------------------------------------------------------------------------------------------
    Looking for assistance with a flight cancellation/delay on the above flight and BA have refused to pay out compensation.

    I was on the above flight, and after we boarded the Captain announced that there was an issue with the fuselage. He said he was speaking with London, and had been advised that they had to carry out a full technical check (21 pages long) and we would be delayed an hour.

    After the hour was up the Captain came back to advise that he was off loading the passengers as a) they were only on page 4 or 21 doing the checks and b) he would be out of hours in 20 minutes.

    As I had only hand luggage I was lucky enough to be able to get back through passport control to the BA check in desk and get booked on the later flight (21:55) - which still arrived at Heathrow more than 3 hours later than my scheduled arrival.

    I duly completed the BA compensation form and last night I heard back from them stating that the claim would not be upheld as they state the 'aircraft damage wasn't caused by them and therefore they are not liable to make a compensation payment'.

    Cynically I feel this is an opt out by BA - and they are still liable to pay and might be trying to use this as a method of scaring off the majority of customers.

    Was any one else on this flight and had the same/different response from BA - or on a different flight with this reply and how did you take it further with them to pay out?

    Thanks in advance for any help
    • Caz3121
    • By Caz3121 3rd Sep 17, 9:13 AM
    • 10,781 Posts
    • 7,022 Thanks
    Caz3121
    have you checked on the NWNF checkers such as EUClaim and bottonline to see whether they agree with BA's position? have a read of Vauban's guide for next steps (assuming the NWNFs confirm that there should be a valid claim)
    • hansi
    • By hansi 3rd Sep 17, 7:51 PM
    • 2,899 Posts
    • 569 Thanks
    hansi
    Hello all. Just posting an update on this one. I've just heard back from BA - they have emailed me to offer me €400 compensation - they offered Avios points OR cash (asked for bank details if I wanted cash). This was 2 weeks after I completed the claim on their website. Cheers everyone, and thanks for your help.
    Originally posted by Annie Clark
    I, too, completed a compensation claim form on the BA website following a four hour delay to a Budapest/Heathrow flight last week, which was acknowledged immediately, and today I had an email offering me 250 euros per person or 50000 Avios points. I wenr for the cash. Great service BA!
    • ap1970
    • By ap1970 5th Sep 17, 10:23 PM
    • 3 Posts
    • 0 Thanks
    ap1970
    BA delaying flight refund
    Posted this on main thread but it was suggested I post here instead

    I was caught in the BA IT failure and they are being uncooperative in refunding my expenses. They are refusing to refund a flight I booked until I jump through more hoops with Expedia, after 3 months of filing the claim. Anyone else have experience of this type of issue?

    I came into Heathrow on a BA flight and my connecting BA flight home was cancelled. I had to stay the night, book a separate BA flight myself (they were not rebooking anyone) and got home after a 5 hour delay on the second flight. I claimed compensation for both flights (the 250 euros) and the cost of the second flight plus food. They sent 250 euros and food compensation quite quickly and said the refund for the second flight was with their refund dept

    Having heard nothing for 6 weeks I contacted them again and they said I had to get a refund from Expedia. My initial booking for the trip was with Expedia but the flight I am claiming refund/compensation for is the second one booked directly with BA. I pointed this out but they then said I had to get a refund on the unused portion of my initial trip and they would refund the difference. I pointed out that the ticket says it was non-refundable but the just said the same thing again.

    Having kept quiet for a long time and then pulling this Expedia thing out of the hat, I get a strong sense of being made to run around the houses until I give up. Is there any basis for refusing a refund because of some other flight ticket?

    (I am aware I could go through the Expedia hoops but that will no doubt take a lot more time and I do not see why BA can use this as a tactic)
    • hansi
    • By hansi 6th Sep 17, 8:01 AM
    • 2,899 Posts
    • 569 Thanks
    hansi
    Does anyone have any experience of how long it takes for the compensation to appear in your account after BA have approved it?
    • Tyzap
    • By Tyzap 6th Sep 17, 9:32 AM
    • 987 Posts
    • 497 Thanks
    Tyzap
    Does anyone have any experience of how long it takes for the compensation to appear in your account after BA have approved it?
    Originally posted by hansi
    It varies massively, chase them up via social media, it seems to work.

    Good luck.
    Please read Vaubans superb guide.
    • Tyzap
    • By Tyzap 6th Sep 17, 5:24 PM
    • 987 Posts
    • 497 Thanks
    Tyzap
    Posted this on main thread but it was suggested I post here instead

    I was caught in the BA IT failure and they are being uncooperative in refunding my expenses. They are refusing to refund a flight I booked until I jump through more hoops with Expedia, after 3 months of filing the claim. Anyone else have experience of this type of issue?

    I came into Heathrow on a BA flight and my connecting BA flight home was cancelled. I had to stay the night, book a separate BA flight myself (they were not rebooking anyone) and got home after a 5 hour delay on the second flight. I claimed compensation for both flights (the 250 euros) and the cost of the second flight plus food. They sent 250 euros and food compensation quite quickly and said the refund for the second flight was with their refund dept

    Having heard nothing for 6 weeks I contacted them again and they said I had to get a refund from Expedia. My initial booking for the trip was with Expedia but the flight I am claiming refund/compensation for is the second one booked directly with BA. I pointed this out but they then said I had to get a refund on the unused portion of my initial trip and they would refund the difference. I pointed out that the ticket says it was non-refundable but the just said the same thing again.

    Having kept quiet for a long time and then pulling this Expedia thing out of the hat, I get a strong sense of being made to run around the houses until I give up. Is there any basis for refusing a refund because of some other flight ticket?

    (I am aware I could go through the Expedia hoops but that will no doubt take a lot more time and I do not see why BA can use this as a tactic)
    Originally posted by ap1970
    Hi ap1970,

    Ask BA for a deadlock letter and to refer your claim to CEDR. They can look at your claim impartially plus this process puts BA under a little extra pressure.

    Good luck.
    Please read Vaubans superb guide.
    • ap1970
    • By ap1970 6th Sep 17, 11:14 PM
    • 3 Posts
    • 0 Thanks
    ap1970
    Hi ap1970,

    Ask BA for a deadlock letter and to refer your claim to CEDR. They can look at your claim impartially plus this process puts BA under a little extra pressure.

    Good luck.
    --------------------------------------------------------------------------------------------------------


    Do you know if BA has any justification in law/codes of conduct for using this trick of making people get a refund for the first ticket? I found a similar case on this thread (LastMinute.com instead of Expedia) but nothing conclusive.

    I don't want to go down the track of getting CEDR involved if there is much chance of them siding with BA.
    • hansi
    • By hansi 7th Sep 17, 6:11 AM
    • 2,899 Posts
    • 569 Thanks
    hansi
    It varies massively, chase them up via social media, it seems to work.

    Good luck.
    Originally posted by Tyzap
    Thanks. It actually arrived in my account this morning. Not bad considering my claim was only submitted on 25th August. Well done BA
    • nabobbles
    • By nabobbles 8th Sep 17, 5:57 PM
    • 6 Posts
    • 1 Thanks
    nabobbles
    Hi

    I recently put in a compensation claim to BA due to a cancelled flight that caused significant disruption to myself and family. BA have refused my compensation claim for the following reason:

    Thanks for contacting us about your EU compensation claim.
    Your claim’s been refused because [your flight] was cancelled because of industrial action outside of our control. Under EU legislation, I’m afraid we’re not liable for a compensation payment in this situation.

    On the day you were due to travel, industrial action was carried out. Strikes are an extraordinary circumstance and are outside of our control. Unfortunately this caused unforeseen disruption to our schedule.

    We take all reasonable measures to avoid cancelling a flight and we always consider if there are any operational options available before we make a decision. We’re very sorry the cancellation was necessary in this case.
    As far as I'm aware the strikes were carried out by BA staff and so they were entirely within BA's area of control. In my opinion something outside of their control would be weather or a 3rd party strike. But a BA strike is a direct fault of theirs which they did have control over. They also had control over their handling of the strike.

    Could anyone give me advice on where to go from here?
    • JPears
    • By JPears 8th Sep 17, 6:36 PM
    • 3,080 Posts
    • 867 Thanks
    JPears
    You are correct. If the strike was BA staff, that is NOT an EC. Continue with your claim. Progress to an NBA or get a deadlock letter and go to an ADR if BA have signed up to one.
    BA have been hit hard by the IT failure earlier in the year and will try to avoid payouts wherever possible, including telling porkies.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
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