British Airways Cancelled Flight Claim

Glassman

Back in Easter this year, whilst waiting for a flight from City Airport (I was air-side) BA cancelled the flight.

After a lot of uncertainty (there were no more flights that weekend from that airport) and a frantic cab ride to Heathrow, I managed to get back onto my trip albeit minus one day of it and some incurred costs. The advice from BA staff was to claim and I was given a piece of paper on how to do this. I didn't want to focus on the negative aspects at that stage, not until I returned from my trip. When I eventually did sit down to add it all up, I realised I considerably out of pocket (also remembering the stress of the rushed airport transfer and losing all my duty free in the process).

The BA claim form is online and not that easy to use. I wanted to capture the entire event as it unfolded and chose to write a letter to their Customer Relations address which they provided (there was no email option). I sent it Recorded Delivery and have the signature of the person receiving it. To date, there has been no acknowledgement of my letter. I contacted BA online (via chat) and was told that responses can take 'up to three months' but in my case (because I'd sent in by post) it would be 'about five'. This is not acceptable (do they have that many claims to deal with, or is it a staffing issue?)

I reverted to the online claim form and endured that tedious process, also attaching my original letter (in PDF) as supporting evidence along with the receipts etc. After submitting that, a message popped up stating that an email would follow to acknowledge my submission (but might take up to 24 hours, and to check junk folders etc). Three weeks later, nothing. So I took it to Twitter and asked the question. They responded immediately and asked for a DM with my details. I duly provided and they then confirmed that my case would be dealt with 'as soon as possible'. They could not indicate how long this might be but they did state the department was extremely busy. 

So, that's it. I feel like I have to wait for their response until they are ready. I don't know what the compensation offer will be in my case, but I do know how much I lost as a consequence of this cancelled flight (c £400).  They might even tell me to get lost, or perhaps most people give up after after a couple of months! I'm now well established in four-months of waiting. I expected so much more from BA. The failure to respond is disgraceful and their customer service both on the day and after the event has been extremely poor. 

Any advice and feedback gratefully received. 

Thanks in advance.  

Aylesbury_Duck

From BA's website:

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. You will need to refer your complaint to them within 12 months. CEDR will be able to advise you if your complaint falls within the scope of what they can deal with.

eskbanker

Glassman said:

I don't know what the compensation offer will be in my case, but I do know how much I lost as a consequence of this cancelled flight (c £400).

The flight cancellation regulations are clear about what's included, under three headings:

Article 7 - compensation
Fixed tariff payments dependent on flight distance, but only applicable if caused by issues within the airline's control (did they tell you why?)

Article 8 - rerouting/refund
They should arrange a replacement flight, or reimburse the cost of that flight if you had to do it yourself, including the cost to transfer to another airport

Article 9 - right to care
Accommodation and/or meals while waiting for the replacement flight

https://www.legislation.gov.uk/eur/2004/261/contents

This is normally discussed over on the travel-related boards, along with issues in contacting airlines, escalating, etc:

https://forums.moneysavingexpert.com/categories/flight-delay-compensation

Glassman

eskbanker said:

Glassman said:

I don't know what the compensation offer will be in my case, but I do know how much I lost as a consequence of this cancelled flight (c £400).

Article 7 - compensation
Fixed tariff payments dependent on flight distance, but only applicable if caused by issues within the airline's control (did they tell you why?)

When the cancellation was first brodcast (people were already gathering at the gate) the BA staff member said it was due to windy conditions. When we all made our way back down to the BA help desk, they then said it was because the pilot was feeling unwell.

Aylesbury_Duck

Glassman said:

eskbanker said:

Glassman said:

I don't know what the compensation offer will be in my case, but I do know how much I lost as a consequence of this cancelled flight (c £400).

Article 7 - compensation
Fixed tariff payments dependent on flight distance, but only applicable if caused by issues within the airline's control (did they tell you why?)

When the cancellation was first brodcast (people were already gathering at the gate) the BA staff member said it was due to windy conditions. When we all made our way back down to the BA help desk, they then said it was because the pilot was feeling unwell.

Maybe the two reasons were the same thing...

Glassman

Aylesbury_Duck said:

Glassman said:

eskbanker said:

Glassman said:

I don't know what the compensation offer will be in my case, but I do know how much I lost as a consequence of this cancelled flight (c £400).

Article 7 - compensation
Fixed tariff payments dependent on flight distance, but only applicable if caused by issues within the airline's control (did they tell you why?)

When the cancellation was first brodcast (people were already gathering at the gate) the BA staff member said it was due to windy conditions. When we all made our way back down to the BA help desk, they then said it was because the pilot was feeling unwell.

Maybe the two reasons were the same thing...

I see what you did there.