Flight cancelled with BA but trying to claim back expenses but totally ignored

BluecarNorth1

In October we travelled with BA Newcastle to Heathrow then Heathrow to Austin US return myself and my wife.
We arrived back to Heathrow on 18 th Oct 2024 but after being there from about 9am received a text on my phone around 10.30 to say our flight onwards to Newcastle had been cancelled from 16.10 that day until 22.00 the following day.
To say British Airways was disorganised with their handling is an understatement.
After the first desk queueing were told there was an earlier flight that day but was full now.
All in all 3 queues and 3 hours got our cases back and told if we got a train could claim our expenses.
So after tube train and taxi got home by midnight that day.
We have tried online forms to claim our expenses but just silly replies ie. sorry your flight to Dublin was cancelled??and fill the form in( so we will do nothing)
In the end sent receipts and a letter recorded- which was signed for on 02/11/24
A week later got a message saying you still haven't filled the online form in. So messaged them to say I had sent everything in. A week later got a email off them to say sorry they had lost it . Then after another 10 days said they had found it.
Have tried ringing them to see what was happening and told the case was closed so I tried logging in and that said the case was open. Rung them back and said the case was still open but don't know how long it will take.
That was in December and if I log in now it says the case is still open and I don't need to do anything.
Sorry tried to keep short but I am really at my wits end can only presume they do this so people give up.
A few years ago had a delayed flight with Jet 2 and they compensated us within 2 weeks.

eskbanker

You can either escalate to CEDR, their nominated ADR provider, or go straight to small claims (even the letter before action might make someone see sense).

BluecarNorth1

Yes thanks for that think I will send a letter before action.
I forgot to say was cancelled because of fog which is an understandable safety issue.
But it was the way BA dealt with it even at the airport, total disorganisation .

RogerPensionGuy

To the OP.

Can you confirm ticket was NCL-LHR-AUS-LHR-NCL on one complete booking?

BluecarNorth1

Yes it was one complete booking 

RogerPensionGuy

BluecarNorth1 said:

Yes it was one complete booking 

Sounds like you got a bad service on many items. 

Just complain in the correct fashion and if not satisfactory, use the agency outside and keep on going. 

As you mentioned other outfits sort these issues out pretty quickly. 

I'll look forward to hearing how this saga ends. 

JPears

You are correct in thinking the procrastination and obfuscation by BA is in the hope that you will give up.

And lots do.

Either go CEDR, if you want to wait weeks/months before any result.

Or go direct to small claims via an LBA/NBA. 2 weeks notice.

BluecarNorth1

Yes really been driving me up the wall .
I am only claiming the costs which are quite small managed to get quite cheap train tickets etc but the time I have spent chasing this up is ridiculous.
If I had spent the time in a job on minimum wage for all the hours chasing up would have more to show than what I am claiming.
Despite that I don't care how long I have to spend following this up.
Thanks for the replies.
 

jimi_man

Hi

Fog was a big factor that day which caused many delays and cancellations. However if you’re not claiming for a cancelled flight compensation (which I don’t think you are) then you are still entitled to reasonable costs which they should pay (and IME they do very quickly). 

Check you’ve done the right form and not given too much detail (both of which will cause delays).  

Keep us posted. 

BluecarNorth1

Hi Just an update tried ringing BA last Wednesday the 15th. It's not possible to get through to complaints on the phone so you have to ring their helpline and then they have to email complaints (obviously no use emailing complaints as they never replied to my 13/12/24 email) I was then told I would have a reply in 72 hours  but obviously heard nothing.
So today I have sent a letter to be signed for saying I will be taking them to court.
Don't understand why I don't seem to exist to them and now it's going to cost them a further £50 for small claims court?

mdann52

Have you raised a complaint with CEDR first? According to the Pre-Action Protocol, you are meant to do this before starting court action. Others will say go straight to court, I personally disagree but that might just be because I'm more wary!

For future reference, sending letters signed for is unnecessary and often pointless (as the postie will sign the PDA, not anyone from BA). A letter sent 1st class is presumed delivered 2 working days later, just need a certificate of posting from the post office