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  • Dovelady
    Looking forward to reporting on a successful compensation claim following a five hour departure from Gatwick to St Lucia on BA two weeks ago. Thanks for all the invaluable advice. Strangely none of the passengers were informed of the right to claim any compensation or issued with claim forms. One couple we spoke to had no idea we might get anything for a delay due to a technical problem at all.
    I have sent the claim letter by signed for post and I guess the next step will be follow ups after two weeks. Is I best to do this by email or snail mail?
  • Little Chicken
    I've just contacted BA about a flight that was delayed/cancelled for 24 hours back in 2010. It was from Bangkok to London. I contacted them at the time and they refused to pay up, so I'm keen to see what happens now. It was due to an engine failing. I did get a hotel and food, but it was an awful experience Unfortunately I don't have any original paperwork...I'll update the thread when I hear.
    Save me from spending...
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    • moonshadow555
    • By moonshadow555 13th Feb 13, 9:18 PM
    • 18 Posts
    • 17 Thanks
    moonshadow555
    Curioser and curioser
    Back in September 2010 we had a business class flight from Gatwick to Genoa. After checking in and on arrival at the BA lounge we were told the flight had been cancelled due to technical reasons. We were persuaded to take an alternative flight via Turin and coach to Genoa. We arrived at around 8pm in the evening instead of just before lunch. I have no proof that we were ever booked on the outward leg of the flight as our BA club statement shows the flight to Turin. Never thought to ask for compensation for meals as we had use of the BA lounge. As we accepted the change of routing would we be entitled to compensation?
    Originally posted by moonshadow555
    Have just checked the flight stats for that day and it would seem that flight left 10 mins late, but we were told it had been cancelled. We were not the only ones as there were other people on the flight to Turin and bus to Genoa...So what's that all about?
    • tissot
    • By tissot 14th Feb 13, 1:01 AM
    • 56 Posts
    • 14 Thanks
    tissot
    My friend and her 8 yo daughter were flying BA from London to Tbilisi, Georgia which is app. 2200 miles couple of weeks ago. Unfortunately, due to the weather conditions the airport has been closed so they spent extra hour in air before landing to the nearest airport in Baky, Azerbajdjan. They spent 2 hours inside the plane before flying back to Tbilisi but again had to come back due to the weather conditions. after that they have waited in the airport (not allowing to leave the building) for several hours and then the plane went back to London as the pilots' time run over (i think they are not allowed to fly more then certain amount of hours with a certain period), so the new 'Emirates' plane has been arranged to take the passengers to the point of destination.

    the problem is that BA has not offered any refreshments for the delayed period - which was 12 hours (i.e. between the planned arrival time and the time when the passengers has boarded the Emirates plane), not a water nor a even a biscuit. That was very extremely exhausting for all passengers and especially for a child.

    So I am going to write an official complain about the lack of proper services (i.e violation of Duty of Care) and wonder what kind of compensation can i claim.
    Last edited by tissot; 14-02-2013 at 1:07 AM.
    • tissot
    • By tissot 14th Feb 13, 9:59 AM
    • 56 Posts
    • 14 Thanks
    tissot
    Unless your friend and daughter bought food and refreshments for which they have receipts then that is the only way they will be able to be reimbursed for these items. No compensation appears to be due for the delay due directly to weather preventing the landing in Tbilisi.
    Originally posted by Centipede100
    i understand that but i thought that there was a breach of Duty of Care and they are entitled for some sort of compensation. anyway i am going to call BA and see what they are telling before writing complain.
    • mertywerty
    • By mertywerty 14th Feb 13, 10:47 AM
    • 15 Posts
    • 6 Thanks
    mertywerty
    Hi - thanks to MSE for bringing this to our attention!

    Back on that fateful day of the London Heathrow Terminal 5 opening - I was travelling to Japan and we were stuck on the plane on the runway for about 4 hours. At least we did finally take off though! I think we were one of the last planes to leave (minus all our luggage which went missing for over a week! .. though that's another story entirely..).

    Flightstats show that my flight was 234 minutes late on arrival - so hopefully I have real grounds for proper delay compensation, and that the issues with Terminal 5 is in the scope of this ruling. (I think I did complain to BA but not sure what happened, I might have got about 10 BA voucher for next flight with them or something very similar).

    I will update on my progress when I make a claim (quite a lot of reading up is needed as only just saw this in the newsletter, and there seems to be lots of information). I haven't seen anyone mention claiming for delays to flights from Terminal 5 on opening day yet - so I'm posting here to share my experience.
  • Ich
    Terminal 5 is an interesting one. Though BA is the sole user it is owned and operated by the airport owner BAA.
    As the responsibility for that failure was eventually accepted by BAA, BA could possibly use the "out of our control" excuse
  • Ich
    Would not BAA be the 'agent' of the 'principal' (BA) in that case.
    That's where it gets interesting to me. As BAA own the terminal BA cannot appoint someone else to do what BAA does so they are in a monopoly position.
    It's the same at airports that have, say, FR as their sole airline. A problem with the operaqtion of the airport would generally be outside FR's control.

    It depends on where the split comes from "landlord" and contractor
  • Ich
    I think a wait and see what BA say will be the best here.
  • missy.p
    Check flightstats to see whether any other flights were similarly affected departing from Mombasa/Nairobi that same day as your flight. Airfield restrictions may have affected other inbound/outbound flights more generally but the lack of ground handling is more interesting since BA are responsible for the actions of their subcontractors (or agents) so they need to be rather more specific before I would let them off the hook just yet.
    Originally posted by Centipede100
    I've checked flight stats & the flight was just 24 minutes late departing Nairobi & 32 minutes late in arriving in Heathrow, which is what caused me to miss my connecting flight. The knock on effect being that my arrival in Newcastle was over 4 hours late. The flight was NOT cancelled as they say in their reply. From this I am more sure that BA have issued a wholly incorrect reply. I think I am going to reissue my original letter with a covering note, quoting the BA reference & asking them to properly investigate
  • Little Chicken
    Just a word of warning...out of interest I went and checked my flight on flight stats to see what it said. It stated my flight was delayed 19 minutes...it was 24 hours and 19 minutes. At the time BA told me I couldn't get compensation because the light was cancelled - not delayed. It seems they may have tweaked the logs some how...
    Save me from spending...
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  • Ich
    A number of airlines BA being one use the same call sign and flight number for the same flight each day, which could cause problems with outside agencies.
  • john_waynes_biscuit_tin
    Excellent! That appears to suggest that BA have assumed responsibility for BMI claims. Still to see any successful claims against BA for BMIbaby however.
    Originally posted by Centipede100
    Just received e-mail from BA that they will pay compensation for my delayed BMIbaby from Malaga in May 12!!
  • secretary lynne
    On 25th January 2013 my husband, Trevor and I set off from Heathrow on our trip of a lifetime, a Readers’ Offers cruise around the Galapagos, costing us just under 9000. Unfortunately, it wasn’t to be and I set out below the problems that befell us.

    Just as the plane to Madrid moved from its stand at Heathrow, my husband said he felt unwell and I called for assistance from the flight attendants. My husband lost consciousness for a few minutes, an ambulance was called and three paramedics boarded the plane and then decided he needed to go to hospital. So off we went to Hillingdon Hospital in the ambulance thinking our holiday was over but more importantly worrying about Trevor’s health.

    After a couple of hours in A&E and several tests, including ECGs, blood and a neurological test, the doctor could find nothing wrong and pronounced Trevor fit to fly. So we called a taxi and made our way back to Terminal 5 and British Airways Customer Services, where a very nice man spent a long time rebooking our flights. The first flight was to Madrid that very afternoon and the second flight to Quito on Saturday at about 12.25 pm. It would mean we would lose the first day of our holiday, a city tour of Quito, but we were happy to be going at all!

    While the flights were being booked we queried where our luggage was and would it reach the Madrid flight. The Customer Service man assured us it would but for our own peace of mind telephoned the Baggage Department who verified that the luggage would be on the same flight as us. As we were going to be in Madrid overnight we were warned that we would have to reclaim our luggage in Madrid (as it was booked through to Quito) and were told to go to the Iberian Customer Service desk in the Baggage Hall (Terminal 4S). When we arrived at Madrid, we checked the baggage carousel and then went to the said desk and asked for our luggage. The agent said it would take about 20 minutes to arrive at the desk but then she checked on her computer and said it was still in London. She reassured us it would be with us in time for the flight to Quito as there were six flights from London to Heathrow in that time. She gave us two bags of toiletries and directed us to the hotel buses where she said we would be taken to a hotel with a room for the night.

    After a night in the Ibis Hotel in Madrid, we arrived back at Madrid airport at 9.25 in good time for our onward journey and we went straight to Customer Service in Terminal 4 to enquire about our luggage. The agent spent some time on the telephone and on her computer and then said she did not know where our luggage was at all. We then went to the British Airways desk in the hope of finding someone with a better command of English but got the same answer. This lady gave us two telephone numbers of British Airways in London for us to ring to enquire about our luggage. Both numbers were unobtainable and out of date!

    We then rang Readers’ Offers to ask if we journeyed to Quito and the luggage did not reach us by the time we left Quito on Sunday morning to join the cruise ship, what chance was there of our luggage reaching us. The answer was negative. There was a further flight to Baltra, in the Galapagos, from Quito but there was a strict weight limit of 18 kg per person and two unattended bags would never be allowed on the flight.

    We still had to ascertain if our luggage had left Heathrow and was airborne. So we telephoned our son in the UK who telephoned British Airways but they would not speak to him and said we would have to telephone ourselves. He texted the telephone number to us and we rang Baggage Handling who told us our bags were still at Heathrow.

    By now we only had about 30 minutes to go before our flight was called. We still had not gone through Security and Customs etc. My prescription medication was in my lost luggage and there was no time left to buy the essential clothing we needed for a 10-day cruise. The thought of going on a cruise with only the clothes we stood up in horrified us. We knew we would get to Quito after the shops were shut and the next day was a Sunday and the shops do not open on Sundays. The cruise ship was a small vessel with only a shop selling souvenirs etc but not underwear, nightwear, shoes etc. So we felt we had no choice but to return to London. We picked up the luggage from the Baggage Hall and returned home.

    We hold British Airways and their agents responsible for putting us into this position by their lack of care at both Heathrow and Madrid and have complained to them stating the Montreal Convention, Article 19. They have replied that it was our decision to abort the journey, so they say they are not liable and sent us, in the first instance, 100 of e-vouchers, after more emails and phone calls this has gone up to 200. We asked about a refund on the unused Quito flights and they said our travel agent would have to apply on our behalf as they had paid physically for the flights. The Readers Offers Customer Service Manager has told us that we are only entitled to the taxes on the flights and she is in the process of trying to get a refund of that for us.

    I have emailed Keith Williams CEO of British Airways and have had an acknowledgement from his team but no answer yet. I have also emailed the Civil Aviation Authority for their advice but as yet no answer.

    Our travel insurance does not include curtailment of trip due to baggage delay, only flight delay.
    We feel we are entitled to some compensation for the catalogue of mistakes that BA made on that day, which resulted in us cancelling our holiday

    • maznhunni
    • By maznhunni 19th Feb 13, 12:37 PM
    • 1 Posts
    • 0 Thanks
    maznhunni
    Ba
    Just thought I'd let you know I applied to BA for compensation for a 5 hour delayed flight to Vegas in 2010. All I had was the flight number, I had lost all other paperwork, including booking reference number.

    Sent the letter off anyway in November 2012, didn't receive anything until January 2013, but out of the blue I received a cheque for 493.
    • HenBroon
    • By HenBroon 20th Feb 13, 6:08 AM
    • 51 Posts
    • 16 Thanks
    HenBroon
    Following a delay to a flight from Edinburgh to London BA have rejected my claim on the grounds of a security incident.

    The 'incident' was the pilot throwing an 'unaccounted for' mobile phone from the cockpit window onto the tarmac below as we were waiting to join the runway for take off. The Police took the pilot of the flight to interview him and the co pilot whilst the passengers were left on board the aircraft, in another part of the airport, although it would have been easy enough for us to return to the terminal and be allowed to disembark for the four hours we were delayed.

    I believe this is the airline's responsibility in the same way a technical problem is not a reason to deny compensation. In this case it was the conduct of their employee and nothing to do with passengers or other external factors. But would be interested in your opinion please.
    Originally posted by balletgirls
    Balletgirls, how do you know that the incident was as described above - did BA explain that in their letter, or do you know from some other source? If the pilot really did throw the phone out of the cockpit window, perhaps they are suggesting that he had reasonable grounds to suspect it was an explosive device and had no option but to throw it out to protect the aircraft and passengers? That seems a little far-fetched though. Can you copy their whole letter here?
    • liviboy
    • By liviboy 20th Feb 13, 9:41 AM
    • 489 Posts
    • 184 Thanks
    liviboy
    Balletgirls, how do you know that the incident was as described above - did BA explain that in their letter, or do you know from some other source? If the pilot really did throw the phone out of the cockpit window, perhaps they are suggesting that he had reasonable grounds to suspect it was an explosive device and had no option but to throw it out to protect the aircraft and passengers? That seems a little far-fetched though. Can you copy their whole letter here?
    Originally posted by HenBroon
    The actual incident, for those interested (including Balletgirls).

    The aircraft was taxiing to the runway when a pax found the mobile phone and alerted the cabin crew. CC informed captain and captain got on the radio to Airfield Ops. Ops gave them 2 options: return to stand and hand the phone in or proceed to take-off. The decision was the captains to make. Captain requested that Ops drive out to the plane and collect the phone off him. Again he was given the two choices above.

    As a result, he didn't want to be delayed any longer than he had to be by returning to stand so he opened up the window, threw the phone out and said "well you better come and collect the FOD now on the taxiway". (with a few expletives thrown inf or good measure).

    Consequently he was ordered to return to stand.

    There was never any concern of the device being explosive or anything like that!

    Source: I worked for BAA Edinburgh at the time.

    EDIT: By the way, the incident did make the press at the time: http://www.dailymail.co.uk/news/article-2008241/BA-pilot-threw-mobile-phone-cockpit-just-moments-off.html
    Last edited by liviboy; 20-02-2013 at 9:43 AM. Reason: to add link.
  • ddebski_us
    Hi - thanks to MSE for bringing this to our attention!

    Back on that fateful day of the London Heathrow Terminal 5 opening - I was travelling to Japan and we were stuck on the plane on the runway for about 4 hours. At least we did finally take off though! I think we were one of the last planes to leave (minus all our luggage which went missing for over a week! .. though that's another story entirely..).

    Flightstats show that my flight was 234 minutes late on arrival - so hopefully I have real grounds for proper delay compensation, and that the issues with Terminal 5 is in the scope of this ruling. (I think I did complain to BA but not sure what happened, I might have got about 10 BA voucher for next flight with them or something very similar).

    I will update on my progress when I make a claim (quite a lot of reading up is needed as only just saw this in the newsletter, and there seems to be lots of information). I haven't seen anyone mention claiming for delays to flights from Terminal 5 on opening day yet - so I'm posting here to share my experience.
    Originally posted by mertywerty
    I was delayed by more than 3 hours that day too and so am considering a claim.

    I don't have my booking reference number though; have date and flight number and boarding card but not booking reference number. The BA online form requires it; anyone any experience of claiming via post without this?

    Thanks

    xDx
    Fear is temporary, regret is forever.....

    Baby girl born 27th September - 10 days late!!
  • tweety pie
    Don't give up!
    I put a claim in to BA beginning of November for a four and a half hour flight delay to New York back in 2009. Sent them an email via their website.

    Standard reply acknowledging receipt of claim. Heard nothing further so end of December followed this up with a letter, again using template from this website including copies of e-tickets and delay details off the flight stats website. Sent this by registered post which was signed for on 24th December.

    16th January received email from BA saying they were paying compensation of 600 euros each total of 1200 which converted at that time to 1140. Sent bank details by return email and a couple of days later said amount was paid into my bank account.
    So thank you very much for the help and advice I was able to access from this website and would just like to say don't give up its worth the effort.
    • loikok
    • By loikok 22nd Feb 13, 12:39 PM
    • 18 Posts
    • 2 Thanks
    loikok
    I was delayed by more than 3 hours that day too and so am considering a claim.

    I don't have my booking reference number though; have date and flight number and boarding card but not booking reference number. The BA online form requires it; anyone any experience of claiming via post without this?

    Thanks

    xDx
    Originally posted by ddebski_us
    I emailed BA customer services last week for my booking reference as I had no paperwork,they replied today with booking reference so if you email them with your details they will provide it.
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