Flight delay and cancellation compensation, BA ONLY

hansi

Annie_Clark wrote: »

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.

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.:T Great service BA!

ap1970

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

Does anyone have any experience of how long it takes for the compensation to appear in your account after BA have approved it?

Tyzap

hansi wrote: »

Does anyone have any experience of how long it takes for the compensation to appear in your account after BA have approved it?

It varies massively, chase them up via social media, it seems to work.

Good luck.

Tyzap

ap1970 wrote: »

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)

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.

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

Tyzap wrote: »

It varies massively, chase them up via social media, it seems to work.

Good luck.

Thanks. It actually arrived in my account this morning. Not bad considering my claim was only submitted on 25th August. Well done BA:T

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

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.

nabobbles

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.

Thanks JPears.

These strikes were due to a BA cabin crew strike, so in my mind this is a BA problem. Do you agree?

I can see that BA are signed up to CEDR (ADR body). Do I need BA to provide me with a deadlock letter?

What is an NBA? I've googled it but not come up with much...

Thanks again