British Airways - any right to cancel for reduced on-board service?

dodgy

Hi,

In January I booked a flight departing in mid-August for myself and my family to Vancouver. Obviously at this stage we have no idea if the flight will go ahead and we're not in the window where we can apply for a voucher or refund.

I have seen the information BA has released around their 'return to the skies'. This outlines significantly restricted service offerings on flights.

I booked my flight outbound in First Class, returning in Business Class as much for the flight experience as for the destination [not very money-saving, I appreciate - but the flights were 'cheap' for what they were]. I have never flown in First Class and chose that class of travel based on the advertised amenities and benefits in that class of travel - the meal service, the alcohol served, the on-board service, the lounge experience, etc. 

With the COVID-19 restrictions almost all my reasons for booking that class are no longer being provided by British Airways (no premium meal, no alcohol, no first lounge, no business lounges, greatly reduced on-board service). As such the flight offered no longer reflects the flight I booked at a significant premium cost.

Do you think I have any grounds for a complaint? I'd really like to try and push them for a refund, but I'm sure they'll just come back and say no.

I wondered what my options would be then.

Thanks

bagand96

Ordinarily, no, there's no rights to cancel due to on board service.  When you purchase an airline ticket you are paying for transport from A to B.  Inflight services are extras that will always be subject to change.  And in this case the reasons behind the changes aren't the fault of the airline.

That said, you're booked in premium classes, where the extras are a huge selling point, and do form part of the product (far more than economy or premium economy for example).  I'm still not sure you have any automatic right to cancel, but you should try and get in touch with BA to see if they would offer anything.  If you're a member of BA Executive club then call them, more status you have the more you might get assistance. Also check the terms of the ticket, they may have some flexibility. 

Things could still very much be up in the air by August - and certainly won't be back to normal.  There's still a chance BA might cancel or change the flight anyway.  They're currently offering travel vouchers for bookings upto July 31st, that could extend into August.

Life__Goes__On

dodgy said:

Hi,

In January I booked a flight departing in mid-August for myself and my family to Vancouver. Obviously at this stage we have no idea if the flight will go ahead and we're not in the window where we can apply for a voucher or refund.

I have seen the information BA has released around their 'return to the skies'. This outlines significantly restricted service offerings on flights.

I booked my flight outbound in First Class, returning in Business Class as much for the flight experience as for the destination [not very money-saving, I appreciate - but the flights were 'cheap' for what they were]. I have never flown in First Class and chose that class of travel based on the advertised amenities and benefits in that class of travel - the meal service, the alcohol served, the on-board service, the lounge experience, etc. 

With the COVID-19 restrictions almost all my reasons for booking that class are no longer being provided by British Airways (no premium meal, no alcohol, no first lounge, no business lounges, greatly reduced on-board service). As such the flight offered no longer reflects the flight I booked at a significant premium cost.

Do you think I have any grounds for a complaint? I'd really like to try and push them for a refund, but I'm sure they'll just come back and say no.

I wondered what my options would be then.

Thanks

If it was advertised as  including "the meal service, the alcohol served, the on-board service, the lounge experience"  then IMHO this has changed the contract, as one of the reasons you entered into that contract is  for the whole package.
BA could argue back the contract is to get you from A to B,  so it's not a refund isn't due
A reduction in price of the services that aren't provided, could be BA's answer.

phillw

You might be able to argue that it was a defacto downgrade.
https://www.caa.co.uk/Passengers/Resolving-travel-problems/Delays-cancellations/Your-rights/Your-rights-when-you-are-downgraded/

bagand96

It would looking at the BA forums on FlyerTalk.  https://www.flyertalk.com/forum/british-airways-executive-club-446/  I'm sure you won't be the first to have this question, and the folks there will be far more knowledgeable about what BA are likely to do about it (if anything).

dodgy

Thanks for all the advice.
I'll start with a complaint to BA and wait for the 'no' to come back, meanwhile I'll take a look at the above.

rosiesposies

don't waste your time with first to YVR if you rebook this in future. 
Club is just as good. its a A380 and the first seats are near on the same as club - the BA lounge in YVR is shocking (literally, no better than a Starbucks with help yourself booze, the room is 25x25 with a divider in it for club and first) In fact I pay to use the Plaza Premium or the Maple Leaf if I can on my return flights to London everytime I do the leg (normally 3/5 times a year) the BA lounge is so bad..! And the first lounge in T3 isn't worth it. it is NOT typical first experience, whatsoever. the only first that is worth it on BA is LA/JFK,Asian/Oz Hubs
BTW - if you call and speak to them they will change or offer voucher now even with the silly booked before march and July 31 rules. I have already changed by LHR-SEA to LHR-YVR Aug 28 (given the US/Canada border will more than likely be a sh&^tshow to cross even if its open by then), with no fee. I booked in Jan and can change it with no fee until outbound date 2021. I've emailed about club upgrades as well just to see pricing as the lie down is worth it on the redeye back to LHR but if ind its always cheaper to upgrade on check in. 
If you are watching this flight, its cancelled almost everyday since early April. and of course all of this depends on Canada entry. You may not be able to get in by August. I am ok as I am citizen but my partner wont be granted entry as UK citizen. Then theres the quarantine to contend with. Id approach this with a first pass at getting a credit on the price, and deal with the fact it may be cancelled or you have to cancel it, closer the time. 
If you booked with as a BA holiday, you are probably on to a winner. I find the difference in service I get between the flight only vs holiday support and sales teams totally different, plus you get the ATOL protection. 

dodgy

Thanks for the advice. Booked flight only, sadly. I'm shooting for a refund so prefer not to reschedule it at the moment - I suspect prices will rise in the future as routes are cut and demand (eventually) increases, therefore I don't want to be left with a credit which is way over/under what I need. So really I'm hoping either for a cancellation or, preferably, that I can find a way to cancel it beforehand due to their inability to deliver the promised product. I'll wait it out if I don't get anywhere and take a voucher/rebook as a last resort.