Flight delay and cancellation compensation, BA ONLY

Westin

Make the claim for the 2nd rescheduled LHR NCL flight. If BA cancelled that at short notice you should be able to make a claim.

red0209

British Airways cancelled my flight at six days notice and I was able to rebook on the next one, which arrived 5 hours and 15 minutes after the original one was scheduled. Which unfortunately left me stranded at London Heathrow all afternoon.

Is this Twitter customer service response correct? Reading the rules it appears I am entitled to compensation for food and drinks but they are telling me that this only applies if there is a cancellation or delay on the day? 

Alan_Bowen

Why were you stranded at Heathrow as you knew the time of departure? If you had been on a connecting flight then there might be some logic but if you arrived 5 hours before you needed to, I have difficulty seeing any grounds for refreshments

Mandie_B

Is anyone having or had an issue with BA hiding behind COVID causing resource issues, and I quote:

Your claim's been refused because flight BA0459 on 24 April 2022 was cancelled due to resourcing issues caused by the strain COVID-19 has placed on company infrastructure.

The COVID-19 pandemic is an external factor, which is beyond the control of the airline and is an “extraordinary circumstance”. It is not inherent in the normal activity of the airline and could not have been anticipated.

From everything I've read resourcing is within the day to day running of an airline so COVID can't be used. There was an article in the Independent, and their view was that this wasn't a 'sustainable excuse'.

Please let me know:

1. If anyone else is in the same position;
2. Has actually got compensation; or
3. Gone through the arbitration route and what that was like.  

Thanks

Pipsickle

Pipsickle said:

Westin said:

seadog101 said:

As with many others I have had a flight cancelled by BA two days ago.  

Clearly I'm due compensation, it fits all to criteria.

I won't bore you with all the details.  JFK-LHR-NCL, LHR-NCL Flight was cancelled once I arrived at LHR, no way of BA assisting me, no other flights to NCL that night, phone line useless, and not enough staff at the airport, BA app and website just directing me back to the phone. 

Found my own way to a hotel overnight, and got the train home first thing in the morning.

Is it best to go for a compensation claim using the BA website, or send a letter in myself?

Wise man. You clearly knew what to do and just cracked on with it. A much better outcome than forming a mass group to shout at the overworked BA staff whilst filming the whole event on your phone and posting on social media.

I would make the claim using the BA website/webform. Here is the link -

I’m finding it impossible to submit a claim using the BA online form. The server is overloaded all the time (probably because thousands of customers are attempting to submit claims as well!).

What is the best way to submit my claim with the receipts attached, by post?? I can’t see the point in calling them…

Almost exactly 1 month of daily attempts (at random times of day) later, we finally were able to submit our claim form online and got a reply within hours to acknowledge the level of compensation and repayment of expenses. 1 week later, (today)we were paid. When it’s bad, it’s really bad. When it’s good, it’s ok 😆

red0209

Alan_Bowen said:

Why were you stranded at Heathrow as you knew the time of departure? If you had been on a connecting flight then there might be some logic but if you arrived 5 hours before you needed to, I have difficulty seeing any grounds for refreshments

I arrived on a transatlantic flight late morning on a different airline, thus couldn't just arrive at the airport later for the BA flight.

I don't see anything in any of the regulations which states that the flight has to be cancelled on the day for them to have to provide all the assistance required by law. Their claim form for the cancellation even has a section to submit food and drink expenses. I just think this was a case of the BA Twitter customer service agent making things up without knowing the law, unless someone knows better. What she said even contradicts the information on British Airways own website.   

JPears

BA cancelled flight with less than 24 hrs notice 1/7/22 Manc to Lyon. Offered flight 2 days later, arriving at midnight. (too late for car hire) and toatlly unacceptable.

Unable to contact anyone at BA by any channel for 48 hrs. Alternative flights booked KLM for 2/7/22.  Flights went without a hitch.

£2k claim for re-routing and compensation submitted 01/07/22. Nothing other than an automated response so far....

I feel a CEDR and small claims court acion might be necessary.

Return flight fortunately not cancelled but holiday spoilt a bit by having to check daily for cancellations (ALL 13 flights the previous 72 hours were cancelled.....).  And baggage missing for 48 hours, returned with a broken case.

BA really need to get their s*@t together.

Cancelled car parking refunded almost immediately. Well done Manchester airport, for once.

sdw2001

Hope you can help/advise  Due to fly the below route in august (and @ back at end of month)

Domestic flight BA

Intenational part of flight Virgin

NCL>LHR>DELHI

Received email that flight from NCL>LHR ( & return) was cancelled -  4 flights a day to LHR to Heathrow - 2 cancelled.

Email later said flights moved , but didnt specify which flight or when.  Upto 3 days after email there was seats available on the 2 earlier flights and for the return on late flight out to NCL

Tried contacting BA numerous times not able to get through tried emailing etc, just to get confirmation.  Finally got in touch said awaiting travel agent to confirm

Contacting Travel Up (who booked with) kept giving me diff reasons (waiting for contact from BA, no seats left Etc).

 The long and short of it they say Id have to get total refund (ie cancell whole thing which do not want to do) to get the refund of the domestic parts of the flight.  I could just about understand this if it was my fault/error, but not when it was cancellation by the airline.

At moment looking at driving there and back from LHR

Any help/guidence much appreciated

Alan_Bowen

BA can issue LNER tickets for that route at no extra charge but getting Travel Up to get that sorted will be the issue! They have an agreement for Newcastle Edinburgh Glasgow Aberdeen and Inverness

JPears

Hi Alan.

And today's lesson for the future is - book through the airline, not an agent. Its very rarely cheaper (or easier) and leaves you open to all sorts of problems such as this.