British Airways lounge at Edinburgh Airport to close on Sunday for refurbishment

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• Liz says:

  25 Nov25 November 11:46

  I have 3 claims in – first one submitted on 1/6 – technical problem with plane to Baltimore and had to come back to the gate then flight cancelled. Put up overnight and flown out next day to a different airport. Lost our first day and had to change car hire and cancel first night hotel etc etc. Initially got a couple of emails saying they were on the case then on 11/9 I got a weird email from global customer services saying my case number was renumbered and not to use the old number as I wont receive any replies if I do – but since then zilch.
  2nd claim – submitted 9/8 flight delayed coming back from Boston so we missed the EDI connection despite a long connection – 5 hr layover at LHR and a claim for additional car park charges. Apart from initial email – zilch
  3rd claim for damage to my suitcase yet again submitted 11/8 – this is one I had replaced from last year when the whole wheel was ripped off – this time the wheel is wonky – but still on! Apart from initial email – zilch
  It’s so frustrating not knowing where things are – is anyone even looking at my claims – how are some later than these being settled when others have to wait months with no updates??? Is there any way to check up on status other than re-emailing in to the ether ….

• Adrian says:

  25 Nov25 November 11:50

  Just to prove the only consistent thing about BA is inconsistency, i was on the same LHR-DFW flight as PeterK’s son in September when the A380 went tech. The rebooking was the hardest part taking 4 hours in the end, as we were shuffled from one queue to another (I’ll just ring the gold line next time). We got out the following day through Gatwick (as LAS was our final destination), the payment for the nat express coach, hotel at Gatwick and the compensation was paid within 5 days of submission, so for a change i was actually impressed by BA which is a rarity these days. They did manage to misplace my golf clubs though, they arrived 3 days later than we did!

• Frances says:

  25 Nov25 November 12:26

  about time. Coffee machines constantly broken – the toilets are awful. place always reeks of just needing a good clean!

• Little Littlewood says:

  25 Nov25 November 12:29

  I was caught up on the August ATC chaos and put my claim in shortly after. I have heard nothing from BA, there are no telephone numbers to call and i have logged it with the CEDR as its over the 8 weeks. Highly frustrating that i have heard nothing at all, no update no apologies for being over the time period. Really shows how much BA care about their customers!

• Craig Acton says:

  25 Nov25 November 13:13

  BA need to learn a thing or two from the LCCs. This year I have been paid compensation (and expenses) by TUI and easyJet within 10 days of claiming whereas BA took nearly three months to cough up.

  • John says:

    26 Nov26 November 10:57

    Another data point: We waited 11 months for Wizz Air to pay; they ran the clock down on every stage of the ADR process. In the end, Wizz simply could not evidence their initial (automated) refusal of our claims.

• Nick says:

  25 Nov25 November 13:18

  The case backlog is well into six figures, so it’s not surprising it’s taking a while to get through them.

  Might help to point out that what they’ve done to help is effectively split them in two, with simple cases handled by one team and anything complex by another one – this makes it both quicker and more efficient (one requires less training). Simple is pretty much limited to a single cancelled or heavily delayed flight, no connections involved, where someone has pre-determined that compensation could apply (e.g. because the aircraft went tech at home base), and – importantly – the claim is submitted using the special form (the one where it looks up your PNR and offers options to select from your actual itinerary). These are typically approved within 2-3 weeks and paid 3-4 days later.

  There’s a lesson here… if you fill in a manual claim, or write any kind of sob story or essay and the agent can’t see within seconds which flight you’re claiming for, it will be sent to the second team for investigation and will take a lot longer.

  GGLs are handled separately and processed within a week. Golds are supposedly prioritised next if they use the form I described above (which links it to your account), but there’s plenty of evidence that a fair few aren’t getting this for whatever reason.

  • BJ says:

    25 Nov25 November 14:49

    Thanks for this Nick, very interesting. Agree on the sob stories, and same applies to rants. Never see the point of making the day harder for CSAs who are only doing their job and may already be having a bad day. I always just state the pertinent facts and thank them for processing my complain, hearing my concerns etc. Still, behind all this, a six figure case load backlog seems to me to suggest that BA needs to invest both in minimising the cause of complaints, and in CS manpower to deal with those that are occuring more rapidly. Ultimately, it’s mot just BA the problem is common across the travel and other industries. Where I do have a major problem though is where BA and other industries knowing dismiss complaints and compensation where it is due.

• nn says:

  25 Nov25 November 13:19

  Ah, this has reminded me of my F to J LHR-DXB-LHR claim I need to follow up from Nov/Dec 2021.

  BS responses from BA’s CS means I need to hit them with an LBA!

• Paramount23 says:

  25 Nov25 November 14:22

  I was downgraded on a cash booking from First to Club World in May 2022. Claim submitted in June 2022.

  BA responded in November 2022 stating they had already refunded me (they hadn’t) what they had decided was the correct amount. They stated they do not include their own carrier imposed surcharges when working out the 75% compensation amount. I challenged this with BA, but without joy.

  Went to the CEDR in late 2022, and they upheld my claim. However, they stated that because BA had informed them that they had sent me all I was entitled to (I still hadn’t received a single penny), they stated BA needed to do nothing more. CEDR made no attempts to get proof from BA about the methodology of their calculation, or verifiable evidence that they’d sent me any compensation at all.

  In early 2023, MCOL was submitted with evidence, including confirmation from my bank that I hadn’t received anything from BA. After 4 weeks, BA simply sent a cut and paste of their original response to my claim from back in June 2022. They literally ignored everything that has been put to them over the last 10 months, and made no reference at all to what I or my bank had supplied.

  I requested that MCOL submit my claim for the next phase in their process. However, after 6 months, numerous E-Mails and phone calls, I can’t get anyone from the courts to tell me what’s happening. I totally understand if they are busy, but even a simple message confirming my claim is in a queue and could take xxx years to be dealt with, at least I would have something.

  My downgraded flighs were now over 18 months ago and I still havent got anything from BA. As can be imagined, 75% of a cash fare to SFO and back is a considerable amount of money. For what it’s worth, I am BAEC Gold.

  I’ll pop this in the forums to see if anyone can advise on this as I am out of ideas now.

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