British Airways cancelled flight HELP

littlelegs81

I am having real issues trying to get full compensation From British airways on a cancelled flight from San Francisco to Heathrow in June.  I booked the flights over the phone for myself, my husband and two children.  The flights were on two bookings as the kids went in economy (14 and 12) and we went in premium.  I was assured by the customer service agent that the bookings were linked, however, when they cancelled the flights we were offered a stop over in Chicago and the kids a stop over in Phoenix, the bookings were not linked.
I duly submitted my claims on their online forms which they kept closing with no resolution nor correspondence.  I finally used the resolver template and they have paid compensation for myself and my husband plus £200 towards expenses (this does not cover what we had to spend for an additional night and having an air Lingus flight home via Dublin) but I am still waiting for compensation for the children's flights i have sent another letter into BA but nothing.

If anyone has any ideas how i can get BA to cough up the compensation and to cover my expenses I would be really grateful.  

Mark_d

When your flight was cancelled, BA should have offered to arrange alternative flights, and additional transport and provide accommodation/meals where necessary.  What spending was necessary given that BA sort the essentials?
It is certainly worth making a formal complaint about BA sending your kids on a different flight

littlelegs81

Many thanks for your reply, It was cancelled the day before departure, they arranged the alternative flights but because our bookings were not linked I had to do this over the phone as the alternatives that we were offered online were different between the two bookings.  We flew home a day later  than scheduled via Dublin.  I put everything in the 1st letter that I sent to BA and STILL they ignored the fact that there was 4 passengers and their error has caused huge distress! 

I tried chasing a response on X where I fell victim to a scam call from someone posing as BA customer service, thankfully I realised before it was too late, I also mentioned this in my letter but again ignored.  How can I escalate this? 

Mark_d

I still don't understand why you had to  pay for flights or accommodation if BA sorted these out for you during a phone call.

Anyhow you can log a complaint on:
https://www.britishairways.com/content/information/help-and-contacts/complaints-and-claims

I would stick to the relevant facts - the points of BA failures - which sound like they're around your kids being on a separate booking.

Nothing to do with BA but how did a scammer know details of your issue with BA.  Were you holding important phone conversations somewhere where you could have been overheard?  Do you have insecure/repeated passwords for your email, BA website etc?  Do you post detailed information on social media, which could help scammers/identity theft?

littlelegs81

Thank you for your response.  

I didn’t have to pay for the flights I had expenses due to us having to stay in California for an extra day and night and am trying to get the EU compensation due by law they have paid only for two passengers not 4.  

I used the log a claim on the ba website however they closed the claims with no resolution(I had to raise 2 claims as type booking references) I got the compensation for 2 adults following writing to them but still waiting for the compensation for the two children. 

I was talking on twitter to a ba agent and this got intercepted by a scammer.  

KittenChops

There are a ton of scammers on Twitter (X) these days - I tweeted BA earlier this year & had about 30 replies from accounts pretending to be BA employees (I blocked them all)

silvercar

How did you make the booking for a 14 year old and a 12 year old, with no other adult. BA has a minimum age of 14 for people to travel alone and anyone younger needs to be accompanied by someone 16 or over. I'm not even sure if BA will link bookings in different classes.