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BA cancellation and downgrade – advice please

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  • glenB

    Hi. For the second time my BA LHR to Bangkok has been cancelled. I booked a Direct, Premium Economy flight for two adults, which was twice the price of Economy. BA are offering me a one stop Economy only and no refund of the extra. I see that I may be entitled to compensation on the downgrade but I do not want to proceed until I know what order I should proceed. Accept the new flight offer and then claim and if so to whom? BA Customer Service (I use the word loosely) were not interested and simply want me to cancel. As current basic flights are now even more expensive I want my original deal honored or at least compensated for the difference. Any advice would be welcome as BA are being as awkward as possible. Thanks

    yonasl

    You can only make a choice ONCE so:
    – refund: get your money back
    – voucher: less interesting
    or
    – change of dates with BA or other airlines (easier to get if it is a codeshare etc. harder to argue you want to go in non partner airline)

    However, some options may not be available as not every one has PE class these days. If you are downgraded you can basically then claim 75% of the cost of the ticket back.

    Economy is a pain for 2 as you have no twin seats like PE. But maybe somebody is flying there on a A380 and there are some twin seats available. (in that case the experience is very similar to PE and the 75% refund of the ticket cost may be worth it).

    Matt

    BA will re-book you to Qatar economy. If you go for that option make clear to them that it is an involuntary downgrade. After you have flown you can then claim a downgrade reimbursement (not compensation) of 75% of the flight costs not including taxes and airport charges, although you will also be able to claim the difference between economy and higher rate APD back.

    Alternatively, and if your appetite for risk is higher, you could find premium economy flights on an alternative airline, ask BA to re-book you onto those and then when BA refuse book them yourself and sue BA via MCOL. No guarantees that you would win, but there is an arguable case I think, though seek further advice first!

    Either way, do not accept a refund from BA – if you do that is the end of their responsibility to you.

    Lady London

    Not sure it’s 75% rom PY to Y.I think it’s a bit less

    JDB

    Not sure it’s 75% rom PY to Y.I think it’s a bit less

    The % reimbursement is not calculated by reference to the class downgraded from/to but by distance and it is 75% for flights over 3,500km.

    glenB

    Thanks for the tips. I think I will take the downgrade as I’ve made arrangements and outlay. However, after I say I will involuntary accept the change, when, how and where do I make the claim? Thank you in advance.

    timajackson

    I re-booked myself and family on a direct EVA Air flight in premium as it was the only option that matched our chosen times and flight class. BA refused to do so on the phone and today wrote back a copy-and-pasted 4 liner saying

    “We’re sorry you experienced problems when you travelled with us recently. This isn’t what you should expect, and we understand why you needed to complain.
    We always welcome feedback, as it helps us understand what we need to focus on, so thank you for taking the time to let us know about this. I’ve shared your comments with my colleagues in the relevant team to help us improve our service.

    Although I appreciate your reasons for asking, I’m afraid we can’t refund you the difference in fare”

    I have responded pointing out that they are breaching my rights under EC261 and their own published policies which state Passengers whose flight is cancelled, shall have the choice of either:
    Re-routing, under comparable transport conditions, to the final destination of the ticket presented at check-in at the earliest opportunity or at a later date at the passenger’s convenience, subject to availability; or
    A refund payable to the person who purchased the ticket. This applies to the part or parts of the journey not flown.

    I can see this going to court which is a shame really because it just confirms that they treat their customers with contempt.
    Good luck

    Lady London

    It’s BA flannel just aend them an LBA

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