BA refused to pay full amount of expense claim

Jones578

Our flight from Hong Kong to London Heathrow was delayed by over 17 hour on 9 February 2019 (BA0028) due to a technical issue. The flight was booked for 2 people directly via BA's website.

I have submitted a claim to the BA via their website soon after we came back to the UK.

The EU compensation claim has been approved swiftly, full amount has been paid into our account already (£1,050.97, which is equivalent to €1,200.00).

However, for the expense claim, they are only paying just over half of the amount (£375.06, rather than £683.29 that we are trying to claim), even though we have included all receipts in our claim.

I have emailed back and ask them to justify the amount, below is their response:

The contribution we’ve made towards your claim is in line with what we can offer and I hope you’ll understand we have to be consistent so we’re fair to all our customers. This means we can’t make an exception this time and I’m so sorry to let you down.

Since the delay was during the peak season of Chinese New Year, a lot of hotels were full and restaurants were also more expensive than normal season, £375.06 would only cover our hotel stay and transfer. However it did not cover any of the meals and extra clothing we need for the over night stay.

We would of course want to claim the full expense amount and I think I would go back to ask them to re-consider the amount due to peak season during Chinese New Year. However, any further advise would be greatly appreciated.

jackieblack

https://www.britishairways.com/en-gb/information/delayed-or-cancelled-flights/compensation


Expenses
If your flight is delayed or cancelled and you incurred additional expenses because of this, you may be able to claim a reimbursement.
Show allHide allshowhideexpandedcollapsed



What you can claim expenses for
We will consider reimbursing reasonable expenses for the following items:

• Hotel accommodation (where necessary).
• Transport between the hotel and the airport (where necessary).
• Meals and refreshments.
• Two telephone calls or internet-related costs to contact people outside the airport.

I guess the discrepancy is due to the definition of 'reasonable'.
When that Icelandic volcano erupted a few years ago and we had to claim for expenses we'd incurred during the 8 days we were delayed, Virgin Atlantic specified a maximum amount in each category, I remember that they would only pay for the cost of a 3 star hotel and there was a certain maximum price for meals (so no ordering lobster or fillet mignon) and no alcohol etc. I'm guessing BA has similar guidelines.

Duckyduck

You needed £300 for meals and extra clothing for a 17 delay??? Really?

If you chose to spend the time having an extravagant time then fine but it’s a !!!!take expecting BA to foot the bill for that.

Justice13075

Jones578 wrote: »

Our flight from Hong Kong to London Heathrow was delayed by over 17 hour on 9 February 2019 (BA0028) due to a technical issue. The flight was booked for 2 people directly via BA's website.

I have submitted a claim to the BA via their website soon after we came back to the UK.

The EU compensation claim has been approved swiftly, full amount has been paid into our account already (£1,050.97, which is equivalent to €1,200.00).

However, for the expense claim, they are only paying just over half of the amount (£375.06, rather than £683.29 that we are trying to claim), even though we have included all receipts in our claim.



I have emailed back and ask them to justify the amount, below is their response:


Since the delay was during the peak season of Chinese New Year, a lot of hotels were full and restaurants were also more expensive than normal season, £375.06 would only cover our hotel stay and transfer. However it did not cover any of the meals and extra clothing we need for the over night stay.

We would of course want to claim the full expense amount and I think I would go back to ask them to re-consider the amount due to peak season during Chinese New Year. However, any further advise would be greatly appreciated.

So you are claimimg £308 for food and clothes you can forget the clothes so how many meals did you buy between the 2 of you? As long as you weren't eating lobster or caviar or drinking alcohol they should pay your food. It would appear that they didn't get the hotel for you so should pay the full amount as long as you are not taking the mickey and booked a normal room.

Justice13075

jackieblack wrote: »

https://www.britishairways.com/en-gb/information/delayed-or-cancelled-flights/compensation


Expenses
If your flight is delayed or cancelled and you incurred additional expenses because of this, you may be able to claim a reimbursement.
Show allHide allshowhideexpandedcollapsed



What you can claim expenses for
We will consider reimbursing reasonable expenses for the following items:

• Hotel accommodation (where necessary).
• Transport between the hotel and the airport (where necessary).
• Meals and refreshments.
• Two telephone calls or internet-related costs to contact people outside the airport.

I guess the discrepancy is due to the definition of 'reasonable'.
When that Icelandic volcano erupted a few years ago and we had to claim for expenses we'd incurred during the 8 days we were delayed, Virgin Atlantic specified a maximum amount in each category, I remember that they would only pay for the cost of a 3 star hotel and there was a certain maximum price for meals (so no ordering lobster or fillet mignon) and no alcohol etc. I'm guessing BA has similar guidelines.

It is not Virgin who decides your compensation it is the small claims court. If you have a good reason for going over their self-imposed limits that's just tough on them

EveryWhere

Jones578 wrote: »

Our flight from Hong Kong to London Heathrow was delayed by over 17 hour on 9 February 2019 (BA0028) due to a technical issue. The flight was booked for 2 people directly via BA's website.

I have submitted a claim to the BA via their website soon after we came back to the UK.

The EU compensation claim has been approved swiftly, full amount has been paid into our account already (£1,050.97, which is equivalent to €1,200.00).

However, for the expense claim, they are only paying just over half of the amount (£375.06, rather than £683.29 that we are trying to claim), even though we have included all receipts in our claim.

I have emailed back and ask them to justify the amount, below is their response:


Since the delay was during the peak season of Chinese New Year, a lot of hotels were full and restaurants were also more expensive than normal season, £375.06 would only cover our hotel stay and transfer. However it did not cover any of the meals and extra clothing we need for the over night stay.

We would of course want to claim the full expense amount and I think I would go back to ask them to re-consider the amount due to peak season during Chinese New Year. However, any further advise would be greatly appreciated.

Move on with your life. Don't be greedy. You didn't need extra clothes and meals costing £308.23

Both I and they think you are taking the mickey. You already have £1,050.97 to cover any inconvenience, so why be a greedy pig?

It's not as if you didn't have any clothes in your luggage.....

Wow....some people.

EveryWhere

Justice13075 wrote: »

So you are claimimg £308 for food and clothes you can forget the clothes so how many meals did you buy between the 2 of you? As long as you weren't eating lobster or caviar or drinking alcohol they should pay your food. It would appear that they didn't get the hotel for you so should pay the full amount as long as you are not taking the mickey and booked a normal room.

Did you read? They did pay for the hotel and transfers, but are refusing to pay £308 for clothes and food over a seventeen hour delay and rightly so.

I doubt they had no clothes to wear and no one needs to spend £300+ on food. They just imagined they could take the mickey and get BA to pay.

Just greed in my opinion.

jackieblack

Justice13075 wrote: »

It is not Virgin who decides your compensation it is the small claims court. If you have a good reason for going over their self-imposed limits that's just tough on them

Small claims court weren't involved
And we're not talking about compensation, we're talking about the reimbursement of reasonable expenses :huh:


Our claim was submitted to Virgin Atlantic with receipts and they reimbursed us promptly and with no quibbles

jackieblack

EveryWhere wrote: »

Did you read? They did pay for the hotel and transfers, but are refusing to pay £308 for clothes and food over a seventeen hour delay and rightly so.

I doubt they had no clothes to wear and no one needs to spend £300+ on food. They just imagined they could take the mickey and get BA to pay.

Just greed in my opinion.

Actually, OP said the amount they paid would have only covered the hotel and transfers, but I suspect they've paid an amount equal to a reasonable cost hotel towards the hotel stay (because what OP paid was excessive), transfers plus an amount equal to the reasonable cost of food/refreshments.

EveryWhere

jackieblack wrote: »

Actually, OP said the amount they paid would have only covered the hotel and transfers, but I suspect they've paid an amount equal to a reasonable cost hotel towards the hotel stay (because what OP paid was excessive), transfers plus an amount equal to the reasonable cost of food/refreshments.

Indeed, I think BA have been fair. Paid compensation promptly and covered the cost for hotel and food/refreshments.
It is on the travellers to mitigate their costs. £308 extra looks like they lived high on the hog and expected BA to pay for it.

However it did not cover any of the meals and extra clothing we need for the over night stay

They enjoyed it, so they should happily pay for it.

waamo

EveryWhere wrote: »

Did you read? They did pay for the hotel and transfers, but are refusing to pay £308 for clothes and food over a seventeen hour delay and rightly so.

I doubt they had no clothes to wear and no one needs to spend £300+ on food. They just imagined they could take the mickey and get BA to pay.

Just greed in my opinion.

To be fair you do need a posh outfit to go to a champagne and caviar bar.