Acknowledgement and timescales of claims

Hi first time poster.  Can anyone share how long took for them to receive a response and hopefully a succesful claim from British Airways when a flight was delayed.  We were delayed 23 hours from LHR to JFK due to pilot sickness and were told to submit the compensation claim and expenses for hotels and meal for the 23 hour wait. The staff member said expenses claims will be paid within 15 days.  Its now been 2 months, you cant get through to BA on the phone, Ive messaged on Instagram and all I get is we have a backlog, as long as you have a reference number (which I have) you will hear from us but we cannot give you a timescale. I even asked if they could tell us the claims they are processing today, how long they go back to to give me a guide of when I might here as in if they are processing claims from June I know I will have to wait another 4 weeks as my claim was in July but they say they cannot tell me that.  Any suggestions on how I can get an update from BA? You cant call them unless you hold all day, you cant email them, all you can do a submit an online claim or add to the existing claim which I have done but still no response.  I didnt use the resolver tool, I went straight onto the BA site to submit everything. TIA for any suggestions on how to follow this up


  • JPears
    JPears Posts: 5,086 Forumite
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    How long will it take?
    As long as you allow them.
    As a guide, we had flights booked for 1st July which BA cancelled on 30th June with less than 24 hrs notice. Alternative flights 2 days later were unacceptable. Alternative flights booked on same day as cancellation and claim for compensation and re-routing costs submitted same day. Auto response email only.
    Went back into claims system with provided reference number after 2 weeks and 4 weeks seeking information. Each time I advised that message contained an NBA and that legal proceeding s would ensue.
    No response.
    Submitted MCOL to courts on 16th August. Received an offer of settlement yesterday.
    You could go CEDR before small claims but add another 2-3 months on for that process...
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