Flight delay and cancellation compensation, BA ONLY

DTDfanBoy

JonHeathe, they may be entitled to 50% of the compensation payable under article 7 providing :

The flight was not cancelled due to extraordinary circumstances

And they weren't offered to be rerouted in line with


(iii) they are informed of the cancellation less than seven

days before the scheduled time of departure and are

offered re-routing, allowing them to depart no more

than one hour before the scheduled time of departure

and to reach their final destination less than two hours

after the scheduled time of arrival.



They may have been offered a rerouting in line with the above but refused as they were already at the airport, if they refused such an offer they would have no grounds for compensation.

maismail

Hi

I just received this email from BA:

Thank you for coming back to me. I apologise for the slight delay in responding.

Your claim for compensation has been refused because flight BAXXXX from X to London Heathrow on 13 August 2009 was delayed due to extraordinary circumstances that were outside British Airways' control. Under EU legislation, British Airways is not liable for a compensation payment in this situation.

Unfortunately airline operations are subject to circumstances outside the airline's control. British Airways takes all reasonable measures to avoid delaying a flight in such circumstances. Consideration is given to whether there are any operational options available before a decision to delay is made. I am very sorry the delay was necessary in this case.

Thank you for following this up with me.

I have filed a complaint with the CAA as well as asking BA for details of the extraordinary circumstances.

Muhammad

pjs444

What happens if you contract with BA for flights, pay them their invoice and then find that they use another carrier for one leg of your journey - some company with whom you have had no dealings and who end up being responsible for a delay of over 10 hours?
The delayed flight was from the USA to the UK. On raising the matter with BA they say don't blame us, get in touch with the other carrier (US based) and say we're not paying you a bean.
Seems like an easy way for BA to avoid their EU liabilities.
My limited knowledge of contract suggests that BA are a party and the US guys are their agents.
Anyone come across this scenario - and how did it pan out?
Thanks

Caz3121

BA, along with many other airlines, have codeshare agreements with other airlines
eg when you book a flight from London the New York on the BA site on a random date there are 12 flights, 8 are BA flights and 4 are American Airlines flights which also have a BA flight number. It is very clear on the website when you book who the operating carrier are.
BA are correct that it is the operating airline that are responsible.
Lesson, with flights departing from outside the US always pick an EU airline from the list available
Did you not notice on the website the difference or did you book elsewhere?

Likewise if you had booked the flight with American Airlines and it was delayed from the US and BA were the carrier you would have been entitled to compensation from BA, even though you had booked through AA and the flight had an AA flight number

bw67958

I was recently flying back to Riyadh with BA from Manchester via LHR, the plane developed a fualt at Mnachester airport and was delyed by nealry 3 hours, this meant I missed my connecting flight form LHR. BA rerouted me on a flight later that evening but it meant I landed in Riyadh over 12 hours later than I was supposed to. Having read guidlines etc I filled in an on-line template to complain to customer services and ask for compensation, I received the below e-mail on Tuesday:

"
Thank you for taking the time to contact us about your recent experience with British Airways. I am sorry you did not receive the high level of service you expect from us. I understand why you are dissatisfied. Please accept my apologies.

It is currently taking us a little longer to reply to all of our customers than usual. I am sorry for not replying to the issues you have raised in as much detail as I would like, but please be assured your comments have been taken seriously.

We are determined to provide the highest possible level of service to our customers. This includes your contact with us before and after you travel, as well as during your journey. Your feedback is vital to us because it means we can identify which areas must be improved as a priority.
As a gesture of goodwill, I have added 15,000 Avios points to your Executive Club account. Please accept them with my compliments. For information about how to use your Avios points, please visit ba.com/executiveclub.

We know we operate in a very competitive market and genuinely value the confidence and trust you place in us when you choose to travel with British Airways. Once again, I am sorry you have been so disappointed. I do hope we can welcome you on board again soon.



Best regards

Oswin Gracias
British Airways Customer Relations
"

My question is this an interim step while the investigate my claim or are they offerring me this instead? I'm not the best at complaining and so any advice on how I should proceed would be gratefully received.

Thanks

John

zackary71

bw67958 wrote: »

I was recently flying back to Riyadh with BA from Manchester via LHR, the plane developed a fualt at Mnachester airport and was delyed by nealry 3 hours, this meant I missed my connecting flight form LHR. BA rerouted me on a flight later that evening but it meant I landed in Riyadh over 12 hours later than I was supposed to. Having read guidlines etc I filled in an on-line template to complain to customer services and ask for compensation, I received the below e-mail on Tuesday:

"
Thank you for taking the time to contact us about your recent experience with British Airways. I am sorry you did not receive the high level of service you expect from us. I understand why you are dissatisfied. Please accept my apologies.

It is currently taking us a little longer to reply to all of our customers than usual. I am sorry for not replying to the issues you have raised in as much detail as I would like, but please be assured your comments have been taken seriously.

We are determined to provide the highest possible level of service to our customers. This includes your contact with us before and after you travel, as well as during your journey. Your feedback is vital to us because it means we can identify which areas must be improved as a priority.
As a gesture of goodwill, I have added 15,000 Avios points to your Executive Club account. Please accept them with my compliments. For information about how to use your Avios points, please visit ba.com/executiveclub.

We know we operate in a very competitive market and genuinely value the confidence and trust you place in us when you choose to travel with British Airways. Once again, I am sorry you have been so disappointed. I do hope we can welcome you on board again soon.



Best regards

Oswin Gracias
British Airways Customer Relations
"

My question is this an interim step while the investigate my claim or are they offerring me this instead? I'm not the best at complaining and so any advice on how I should proceed would be gratefully received.

Thanks

John

If you're claiming EU compensation, you need to reply and specifically state that ie (EC) 261/2004, as the response you've received is a standard response to a general compensation/dissatisfaction claim.

alexhot24

Hello, we were delayed at Heathrow airport for nearly 4 hours after our plane was late departing from Toronto. This is the reply they gave us after nearly two months from the receipt of our letter - do I have a right to check this is correct with Air Traffic Control?:

I have reviewed your claim for compensation your flight BA98 on the 30 August 2013 was delayed due to Air Traffic Control restrictions on the inbound aircraft and not British Airways.
Article 5.3 of the EU Regulation 261/2004 states that a carrier is not obliged to pay compensation if it can prove that the delay or cancellation is caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. In Recital 14 and 15 of EU Regulation 261/2004, extraordinary circumstances include weather, strike and the impact of an air traffic management decision which gives rise to a long delay. I regret, therefore you are not entitled to compensation under the EU Regulation for your delayed flight.

tonto123

Hi all, just a brief account of my story. Family of 4 flying from Gatwick to Orlando in July, we had a few delays whilst in departures and finally told we were to fly the next day. (Delay was from technical issues). The way we all were informed and dealt with was a joke and I told a member of staff as much, but I won't go into that. BA put us up in a hotel and fed us evening meal and breakfast.
When we got back home after our holiday I searched MSE and other source's for info on claiming for our delay (some really great info on here).
On the BA website I went through their own email portal and put my case to them basically using the template found on MSE but stopping short of threatening legal action as suggested by another article I had found (didn't want to get their backs up!), I also added that we were unhappy with their treatment to us during the delay process.
Within 2 weeks I had an email from them stating that our claim was valid and they would be posting a cheque for £2049.35 (2400 Euros, 600 each).Also the email said they will deal with our comment's on the delay handling. A few days later the cheque arrived!, I couldn't believe how smoothly it all went as I read other stories. A week after the email I received another, giving us a £400 e-voucher to use on flights for our trouble at the airport.
So thanks to MSE and everyone on the forum's for their valuable input, and I hope this message will help other's, thanks again.:T:T

Markaellis

Hi - my first entry so treat me gently PLEASE! Our flight BA274 (9th Oct 2013) from LAS to LHR was delayed by in excess of 20 hours. BA advise that this was due to a technical fault on the outbound flight and then crew running out of hours. The fault was with the rudder which had been maintained in accordance with manufacturers guidelines and therefore is extraordinary within the EU ruling - so no compensation. They have given us some AVIOS due to the way in which we were dealt with - we were just told by text message and had to find our own accommodation whereas anyone who turned up at the airport was provided accomm and a food allowance. Worse places to be stranded for an extra day though!! Does this seem reasonable; has anyone been able to claim successfully; what next steps should we take please??

Vauban

There's no question in this post. Is it just for others' information?