BA IT Outage - BA Lied About My Length Of Delay, Compensation Refused

jpsartre

schnide wrote: »

I suspect you're not looking at the correct date. This is the flight that left SFO on Friday 26th May and arrived on Saturday 27th May.

Yes, that's the flight I'm looking at. According to Flightaware it arrived at the gate at 14:03, 8 minutes later than the scheduled arrival at 13:55. I don't know where BA are getting their arrival time from. Could be Flightaware is incorrect of course although I doubt it.

http://flightaware.com/live/flight/BAW286/history/20170527/0230Z/KSFO/EGLL

schnide

jackieblack wrote: »

No, but it's possible that you landed earlier than scheduled (not uncommon when returning from the USA) and so, although you sat on the tarmac for more than 3 hours. the time the doors opened was less than 3 hours later than the scheduled arrival time.

If, in fact, as you stated above and the scheduled arrival time for BA0286 is 13.55, (according to multiple websites), the 'late clock' wouldn't even start until you'd been sat the tarmac for an hour.

Even if we arrived ahead of schedule, we didn't arrive an hour ahead of schedule.

And I was going from the original information provided to me by BA, but that isn't what the other websites show, as you correctly say.

Regardless, the information provided to me by BA says that we arrived before 3.30pm. This simply is not true, and we didn't leave until at least an hour later, and in fact later than that. My own phone records show that (and you know, from actually having been there!).

So again, unless you're saying that we sat with the doors open for at least an hour before leaving the plane, the doors did not open less than 3 hours later than the scheduled arrival time - which returns me to my original question:

The information BA have provided in terms of when we technically arrived and therefore reasonably left the plane is wrong, deliberately or otherwise. It was at least an hour later.

Can someone with the requisite knowledge (grateful as I am for your input, jackieblack) tell me what I can do to challenge this and claim the compensation I (and any other passenger who was on this flight) am rightly owed?

jd87

Haven't read everything here but can I just point out that 12:55 GMT is in fact 13:55 local time (summer time) so I think both BA and EUClaim are correct?

schnide

jpsartre wrote: »

Yes, that's the flight I'm looking at. According to Flightaware it arrived at the gate at 14:03, 8 minutes later than the scheduled arrival at 13:55. I don't know where BA are getting their arrival time from. Could be Flightaware is incorrect of course although I doubt it.

http://flightaware.com/live/flight/BAW286/history/20170527/0230Z/KSFO/EGLL

Then simply that's incorrect data for arrival at the gate and you won't be able to rely on it. It doesn't correlate with the reality of the situation (from someone who was sat on the plane for hour upon hour upon hour).

Notably though it also doesn't correlate with BA's own account which - though also wrong - also shows an arrival at the gate much later than planned (see above).

It's just that, coincidentally, BA's account falls short of them having to pay any compensation under EU law.

schnide

jd87 wrote: »

Haven't read everything here but can I just point out that 12:55 GMT is in fact 13:55 local time (summer time) so I think both BA and EUClaim are correct?

Ah, good point. I don't know why BA would use GMT when we're in BST now but there you go.

Either way, if we could get this back on track because I haven't been offered any help at all on moving this forward, the point is in fact that BA are saying the plane arrived at the gate at 15.23pm.

We were not allowed off the plane until around 5pm. I have text message records to show this.

What can I do?

kathrynha

schnide wrote: »

Ah, good point. I don't know why BA would use GMT when we're in BST now but there you go.

Either way, if we could get this back on track because I haven't been offered any help at all on moving this forward, the point is in fact that BA are saying the plane arrived at the gate at 15.23pm.

We were not allowed off the plane until around 5pm. I have text message records to show this.

What can I do?

Reply to their email questioning their timings and with a copy of any proof you have.

jpsartre

schnide wrote: »

We were not allowed off the plane until around 5pm. I have text message records to show this.

That fits pretty well with the times provided by BA. Again, they are giving you GMT so add 1 hour for local UK summer time. Arrival (according to BA) was 16:24 (UK summer time). So it could easily have been close to 5pm before you got out.

schnide

jpsartre wrote: »

That fits pretty well with the times provided by BA. Again, they are giving you GMT so add 1 hour for local UK summer time. Arrival (according to BA) was 16:24 (UK summer time). So it could easily have been close to 5pm before you got out.

I've got to say: You have a point there.

I'll go back, check my records and timings and get back to BA.

Thanks again for the constructive input.

Edit: It was actually 1745 BST I left the plane. I'm definitely getting back to BA about this. There's no way in the world we took 1 hr 15 minutes to disembark.