Flight delay and cancellation compensation, BA ONLY

symphony63

Caz3121 wrote: »

The operating airline of the delayed flight is who you should claim from
If the delay was on the second flight then the claim is from Air Berlin
If the delay was on the first flight and this caused you to miss your flight and the replacement flight got you to TLV late then the claim is from BA

Understood.
Although I actually bought the ticket through BA airmiles? I basically bought a ticket from BA departing LHR to TLV, they decided to route me through TXL on an airberlin flight.

I have only a BA customer reference and a BA ticket number. I didn't deal with air Berlin at all

Caz3121

symphony63 wrote: »

I didn't deal with air Berlin at all

It does not matter, they delayed you and, assuming the reason for the delay was something within their control (not ATC, weather, strikes etc) then they are due you compensation from them
many people book with other airlines or through travel agents but the claim is from the operating airline
Being an Avios does not matter - I guess you asked for LHR-TLV and the connecting flights are those that were available. As you are charged by sector with miles you will have paid the miles for LHR-TXL and also TXL-TLV

ChunkyDumpling

Invalidation wrote: »

I won my claim against British Airways for the 22 hour delay Bangkok to London.€600
Now Im chasing them again for not offering me a rerouting, which they were legally obligated to offer.

Hi Invalidation, what did you have to do to win your claim? Did you have to take it to the CAA or claims court?

I'm still getting nowhere with them. They talk about a previous flight, BA0009, on 20 October being delayed due to lightning strike checks, an aircraft change being made and then some other guff about having a standby crew and then not having one and having to cancel...

(And this was in response to me pointing out that the 'extraordinary circumstances' were not on our flight!)

What did you do to get a different outcome?

Lynso21

Have written to BA to claim for 5 hour flight delay from Heathrow to NYC, not had any reply as yet, can you advise on best next steps to take? Thanks

Me11ym00

Firstly, sorry I may have jumped on someone's feed but I couldn't figure out how to post this.
Hi, can anyone explain our consumer rights / duty of care by BA. We were stranded in Rome for almost 24 hours (yes, I realize there are worse places to be stuck)! due to the fire at Rome airport in May 2015. Long story short, we were supposed to be flying out on Friday but that morning received a text telling us about the cancellation - that was it. Six hours later they sent a text saying re-book your flight but that wasn't possible until the next day. We had to book another night at out hotel - fortunately they had room, there was a delay picking up our car from gatwick, delay collecting the cat, we had to rearrange transfer from hotel to airport, get a coach from heathrow to gatwick because that's where our car was. In the end we arrived at the airport we flew out from over 24 hrs after we should have. BA told us to collect receipts but they have so far responded to emails with 'sorry for your delay and thank you for letting us know we will use your comments to improve our service'??! There was no duty of care, they never paid the hotel, food, drink, additional car and cattery bills, let alone all the calls we made to try to sort out everything ourselves because BA didn't even bother contacting us when we were in the hotel room panicking - surely they shouldn't have just treated us like that should they?! advice please. Yes the fire at the airport was out of their control but they should have supported us whilst we were there. Additionally I'm on medication and didn't have enough for the extra day. Thankfully I can go a couple of days without meds before my body starts reacting to lack of medication. Shocking BA - shocking!

Caz3121

Me11ym00 wrote: »

can anyone explain our consumer rights / duty of care by BA. We were stranded in Rome for almost 24 hours

Long story short, we were supposed to be flying out on Friday but that morning received a text telling us about the cancellation - that was it. - I expect at this point in time it would have been unknown when the airport would reopen. A proactive message is better than turning up at the airport to find it closed

Six hours later they sent a text saying re-book your flight but that wasn't possible until the next day. So they now know when the airport will reopen and there is a backlog of passengers needing accommodated to get out...next day is not surprising

We had to book another night at out hotel - fortunately they had room - covered by Duty of care and would be reimbursed (unless cost deemed excessive)
there was a delay picking up our car from gatwick, not covered by duty of care (any payment would be goodwill) delay collecting the cat, same as car we had to rearrange transfer from hotel to airport, get a coach from heathrow to gatwick because that's where our car was. Both these should be covered by Duty of care

In the end we arrived at the airport we flew out from over 24 hrs after we should have. BA told us to collect receipts but they have so far responded to emails with 'sorry for your delay and thank you for letting us know we will use your comments to improve our service'??! - How did you contact them? - through the specific link for Disruption Expenses https://disruptionclaim.britishairways.com/ or another route? I is possible that your request for reimbursement of expenses due EU261 was not clear enough and it was read as a Customer Service compaint

There was no duty of care, they never paid the hotel, food, drink, additional car and cattery bills, let alone all the calls we made to try to sort out everything ourselves because BA didn't even bother contacting us when we were in the hotel room panicking - surely they shouldn't have just treated us like that should they?! advice please. Yes the fire at the airport was out of their control but they should have supported us whilst we were there. Additionally I'm on medication and didn't have enough for the extra day. Thankfully I can go a couple of days without meds before my body starts reacting to lack of medication. Shocking BA - shocking!

I assume you do not travel very often as I think your expectations were high if you expected any airline to call you in your hotel while you were "panicking" and bot sure what you mean by they should support you. You will be reimbursed what you need to be due EU261 and by that the airline will have fulfilled it's EU261 requirements

You mention "they never paid the hotel, food, drink..." Your flight was less than 3 weeks ago, I would expect 28 days for reimbursement would be reasonable
Staying in your existing hotel was a good result, I am still not sure what you were expecting from BA, did your booking confirm that you were needing special assistance?

Re the medication...you really should always ensure you have sufficient medication to account for delays...during the ash cloud people were stuck all over the world for days on end. I do not know why that comment is even relevant, nobody could be held responsible for that except you.

gillybean129

Me11ym00 wrote: »

Firstly, sorry I may have jumped on someone's feed but I couldn't figure out how to post this.
Hi, can anyone explain our consumer rights / duty of care by BA. We were stranded in Rome for almost 24 hours (yes, I realize there are worse places to be stuck)! due to the fire at Rome airport in May 2015. Long story short, we were supposed to be flying out on Friday but that morning received a text telling us about the cancellation - that was it. Six hours later they sent a text saying re-book your flight but that wasn't possible until the next day. We had to book another night at out hotel - fortunately they had room, there was a delay picking up our car from gatwick, delay collecting the cat, we had to rearrange transfer from hotel to airport, get a coach from heathrow to gatwick because that's where our car was. In the end we arrived at the airport we flew out from over 24 hrs after we should have. BA told us to collect receipts but they have so far responded to emails with 'sorry for your delay and thank you for letting us know we will use your comments to improve our service'??! There was no duty of care, they never paid the hotel, food, drink, additional car and cattery bills, let alone all the calls we made to try to sort out everything ourselves because BA didn't even bother contacting us when we were in the hotel room panicking - surely they shouldn't have just treated us like that should they?! advice please. Yes the fire at the airport was out of their control but they should have supported us whilst we were there. Additionally I'm on medication and didn't have enough for the extra day. Thankfully I can go a couple of days without meds before my body starts reacting to lack of medication. Shocking BA - shocking!

Hi, I agree with you that BA and communication is abysmal. They take your phone number details, emails etc and no communication whatsoever, even the check in desks don't show any delays! I am still waiting after almost 9 weeks and 1 email 3 chase up calls to be told it's being dealt with, they just pass the buck, if I don' get a response I will consider legal help they basically messed up our flights, saying as we were delayed we were on the next flight only to find they 'wiped' us from their systems so we missed 1/4 days holiday of a lifetime, it was chaotic trying to get info at best, I sure you had the same treatment in Rome, they should reimburse you for the extras like cattery etc, bit harsh the person quoting about your meds but some people are on here!

Tyzap

Good news for a few delayed passengers on this thread.....


http://www.bottonline.co.uk/press-releases/judge-rules-crew-sickness-does-not-excuse-airlines-from-paying-flight-delay-compensation

gillybean129

After 9 weeks and 4 phone calls still being told they are 'looking at it' seems they have to check if they are within euro law before they get back to you

PurplePow

Been trying to find out the answer to this but I’m getting myself confused.

On 17th May we were flying on the BA1321 NCL-LHR at 6:10, but after pushing back we were taken back to the gate as one of the brakes was broken. We finally left NCL at 14:30. As a result I missed my connecting flight (LHR-ZAG) at 8:30. We were re-booked onto the LHR-ZAG 8:30 flight on 18th Ma, and spent the evening in a hotel at Heathrow.

I thought the compensation was payable based on final destination (Zagreb) but BA have come back today granting us 250 euros each for the NCL-LHR segment only. Is this correct?