BA not responding to compensation and reimbursement claim

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I had my flight back from Italy cancelled with 6.5 hours notice. BA refused to book me on another carrier and only gave me BA flight 3 days later and refused to find me accommodation. I spent over £800 and when I got home put in a claim for reimbursement of my incurred costs and compensation for cancelled flight. Had an automated reply straight away, then a week, fortnight and 28 days saying sorry for delay and they were working on it. That was 4 weeks ago. Nothing since. I've written to them online twice since with no response. When I rang the number online I was told they could only do bookings and weren't linked to customer services and I'd have to do it only. I'm getting really hacked off with this. How can I get BA to respond?

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  • eskbanker
    eskbanker Posts: 31,542 Forumite
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    They're snowed under and taking ages to respond to claims, so your timescales aren't out of line with those seen by others, e.g.

    https://www.flyertalk.com/forum/34612624-post2375.html

    That doesn't make it right of course, but your other options would be to escalate via MCOL or CEDR, neither of which are likely to be any quicker....
  • JPears
    JPears Posts: 5,087 Forumite
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    edited 20 September 2022 at 5:13PM
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    I waited 6-7 weeks after receiving nothing from BA for £1800 owed, before I submitted a claim via MCOL.
    Once you submit MCOL, BA has 2 weeks to respond or 4 weejks if they request and extension.
    Before this time frame is up, they must make a settlement, as they did in my case, or submit a defence.
    If you have a sound case, the former is more likley so will almost certainly be quicker than CEDR. (and easier in my opinion)
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
  • erin94
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    I submitted a claim for compo/reimbursement to BA on the 23rd June, I only had the money in my account on the 1st September. I was always confident I'd get the money as I had a 14 hour delay so it's worth being patient with, if you can afford to be patient. 
  • eskbanker
    eskbanker Posts: 31,542 Forumite
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    JPears said:
    I waited 6-7 weeks after receiving nothing from BA for £1800 owed, before I submitted a claim via MCOL.
    Once you submit MCOL, BA has 2 weeks to respond or 4 weejks if they request and extension.
    Before this time frame is up, they must make a settlement, as they did in my case, or submit a defence.
    If you have a sound case, the latter is more likley so will almost certainly be quicker than CEDR. (and easier in my opinion)
    The former (settlement) surely?
  • JPears
    JPears Posts: 5,087 Forumite
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    Yes. Edited (hard day at work....)
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
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