BA Munich to Aberdeen via Heathrow June 19th 2023

Los068

We booked return tickets direct with BA and the outward flights when well, however the return Munich to Heathrow was delayed by IT problems at check in and with several manual passenger counts and identification when on board. We eventually departed about 2130 Munich time nearly 3 hours late. We made the crew well aware that we needed to catch our connecting flight to Aberdeen but were reassured that the flight crew would also be operating the Aberdeen flight so it would be delayed to accommodate.
We arrived at Heathrow about 2300 BST and were effectively dumped by BA with no staff to help or advise. Of course we missed the Aberdeen flight and we finally found a totally disinterested member of BA staff - she told us we had already been booked on the 1420 flight the following afternoon and gave us the boarding cards. She refused to book us a hotel for the night and told us to make our own arrangements and gave us £20 worth of food vouchers!
Having tried the Travelodge/Premier inns near T5, both were full, we tried the Sofitel at T5 and got the last room albeit for £350. We eventually arrived back in Aberdeen around 1600 the following day. A delay of approximately 17.5 hours.
I put in a claim into BA via their online claims form the following day, getting a standard auto reply. I have heard nothing from BA since then despite updating the claim twice (auto replys received) and sending the Resolver created form by post and email as recommended by MSE.
So effectively we are out by £350 for hotel and £350 times 2 for the delays.
Any advice on what else I can do, Small claims court?

eskbanker

Try escalating to CEDR before small claims:

Unhappy with how we handled your case?

If you are unhappy with our response to your complaint, you can refer your complaint to the Centre for Effective Dispute Resolution (CEDR),who are approved by the Civil Aviation Authority to provide an independent resolution service for complaints about airlines.

https://www.britishairways.com/en-gb/information/help-and-contacts/complaints-and-claims

Los068

I contacted the CEDR and started a case oddly received a reply from BA couple of days later, 18th Nov, basically saying claim refuse as  delay by non payable reasons but offering to reimburse the hotel stay.

I replied suggesting they reconsider and listing the delay causes - all down to BA from my point of view, no on elese involved.

Another reply from BA 'As your flight was delayed due to Passenger discrepancies / multiple headcounts, it means you’re not eligible for compensation'

So far I have not accepted anything from BA and forwarded their replies to CEDR.

JPears

Continue.  Passenger discrepancies are inherent in the running of an airline.

Its not beyond their control. If they had an IT issue, thats their problem or any 3rd party they utilise.

Let us know how you get on with CEDR.

Small claims is your backup.