BA refused boarding and now refuse compensation

epenno59

We were due to travel to London Heathrow then onto Venice from Manchester on the 25/08/23. When we arrived at the airport the flight was delayed by 3 hours. As the delay extended we realised we would miss our connection (With BA booked as package with cruise), BA must have noticed this also as when we finally got to the boarding gate they refused us and others who were travelling to Venice boarding. 

We were told that we would be contacted. We never were. We arranged Jet2 flights at our expense to travel the next day. 

BA have refused to pay for the new flights or refund their flights or pay compensation. They have offered us £50. 

Can someone help in what we are entitled to and what we should do as when trying to claim we are unsure what to say. Is it a delay? A cancellation? The flight shows as delayed but we were not on it. 

Any help would be much appreciated 


thank you

eskbanker

Sounds like a denied boarding claim under article 4 of the UK261 flight regulations:

https://www.legislation.gov.uk/eur/2004/261/article/4

This cross-refers to their obligations to compensate you under article 7, and also to reroute or refund you under article 8 - where airlines fail in their obligation to arrange rerouting then they're generally liable to pay for reasonable costs of the passenger doing so, i.e. the new flights you booked, or you'd claim the refund if that was more profitable to you.

That's what the operating airline is due to pay, but if you were booked on a package, your package provider may also have had separate obligations under the Package Travel Regulations.

Hoenir

epenno59 said:

 BA must have noticed this also as when we finally got to the boarding gate they refused us and others who were travelling to Venice boarding. 

Presumably you would have been stuck at Heathrow as a result. Which would have simply escalated the issue and created a raft of additional issues. Have you contacted the package operator? 

DullGreyGuy

On what grounds were you refused boarding?
Have you spoken to your the Holiday side of BA as your travel agent?