MSE News: BA flights chaos after IT meltdown

Former_MSE_Steve_1

Thousands of British Airways's passengers travel plans have been thrown into chaos following a "major IT systems failure" which has affected flights worldwide....

Read the full story:
'BA flights chaos after IT meltdown - your rights'

Nick_C

richardw wrote: »

There may be more to the reasons for the cancellations that aren't currently apparent, so it may be best not to rush into a compensation claim.

I completely disagree. BA should be honest, and state immediately whether or not they will be paying compensation.

Rumours are that the power outage was caused by a lightning strike at an Indian data centre, and that BA are going t try to avoid compensation.

The only way to force BA to pay compensation is make a claim, and challenge the decision if they refuse to pay out.

They will pay out. Eventually.

Right now, they are just furthering the damage to their reputation by refusing to give an assurance that everyone affected will be compensated.

They have already failed in their duty of care to provide refreshments, phone calls, and hotels. They have given inappropriate advice about the amount passengers can spend on accommodation.

Their behaviour is disgraceful.

Doc_N

Cheapo airline selling its seats at high prices thanks to a previous reputation. Maybe not any more though. :rotfl:

duncansoton

Expenses claim lodged via their website although they try and palm you off to your travel insurers
(if applicable) first!

Compensation claim submitted, now the waiting game

duncansoton

"It's told us it doesn't stipulate how much it's offering passengers to cover food and accomodation but it will cover "reasonable costs""

Actually it does:
£200 per day per room (2 people)
£50 transport costs (round trip airport to hotel)
£25 per day adult meal and refreshments (£12.50 for children)
two reasonable phone calls per customer

This letter was given out at airports and published on BBC website Saturday.

Nick_C

duncansoton wrote: »

"It's told us it doesn't stipulate how much it's offering passengers to cover food and accomodation but it will cover "reasonable costs""

Actually it does:
£200 per day per room (2 people)
£50 transport costs (round trip airport to hotel)
£25 per day adult meal and refreshments (£12.50 for children)
two reasonable phone calls per customer

This letter was given out at airports and published on BBC website Saturday.

I know that is what BA's letter said, but given the huge number of people trying to find accommodation near Heathrow, people may not have been able to find food and accommodation at those prices. BA have a duty to provide refreshments and accommodation themselves. They have failed to do this. Any reasonable expenses should be repaid.

Worth noting as well that if you have paid for your flights by credit card and they cost more than £100 pp, then the CC company is jointly liable with BA for consequential losses.

An insurance claim really should be a claim of last resort.

jackieblack

Two days after the problem started MSE start a thread? :huh:
Better late than never, I suppose, although a number of threads on this have already been started (on Saturday) by forumites :cool:

Tyzap

richardw wrote: »

The circumstances could be extraordinary with no compensation payable, we don't know yet.
The CAA critics and the anti LHR 3rd runway will be watching closely though.

As I am one the critics of the CAA that you refer to please allow me to reply.

I probably have more reason to be critical than most, after the way they tried to interfere with my court case on behalf of the airline, not the passenger, as you would perhaps expect.

Every hour that goes by without clear and accurate advice for stranded passengers will save BA money, hence the initial deafening silence from BA and inadequate advice from the CAA.

As time passes, the pressure upon both these organisations will grow, eventually they will have come clean about the cause and also what compensation and costs BA will be liable for. By then tho the sting will have been dissipated to a great degree and BA will have saved £££.

I have no doubt that if this incident could be classified as an Extraordinary Circumstance it would have already been sung out loud from BA's ivory tower.

The CAA should have already forced BA to give clear and unequivocal advice to passengers, the fact that they still have not is a disgrace.

Vauban

I agree with Tyzap - no leadership from BA with a clear steer on what passengers are entitled to, and no pressure by the CAA for them to provide this clarity. Poor show, I'm afraid, as usual.

thelawnet

richardw wrote: »

There may be more to the reasons for the cancellations that aren't currently apparent, so it may be best not to rush into a compensation claim.

Absolute rubbish. BA are fully liable for EU261 compensation at a bare minimum. MSE should be informing people to claim early and claim often, so to speak. BA deserve to fork out hundreds of millions for this gross incompetence.

gingercordial

richardw wrote: »

..and what exactly are the circumstances for the cancellations?

We don't know what caused the power failure but it is absolutely BA's fault that they didn't have an acceptable back-up/fail-safe IT system to kick in. Any company should have adequate IT disaster recovery systems and it seems BA have not bothered to invest in them. They shouldn't be allowed to wriggle out of paying compensation. It will focus their minds on not letting this happen again.

I say this as a frequent flyer on BA with considerable loyalty to them, and not affected by this personally (assuming my next flight on Wednesday goes ahead), but they have really messed up this time.