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Was supposed to be on BA32 a couple of days ago which was cancelled, and ended up on CX departing the next morning, arriving ~ 10hrs later into NCL (NCL was delayed by ~90 mins as well).
The online form on BA asks if you are claiming for cancelled flights, or delay. If choosing “cancelled”, it then says you have no right to claim if “You were offered a reasonable alternative flight.”
So we were offered an alternative flight, except it arrived 10 hours later than the original. So do I claim under “cancelled” or “delayed”?
An additional qu – we were under 2 different PNRs due to using Barclays vouchers on each of our accounts. It looks like we need to do 2 separate compensation claims for the cancelled flights, but any idea whether to put the expenses claim for teh extra nights hotel under just one of us, or split it into 2 and submit half each?
TIA
I’d ignore that guff from BA re cancellation and being offered a re-route meaning no compensation due.
From your original posting on the chat thread you were initially offered a re-route on two separate airlines in economy 1 and 2 days later even though you were booked in CW on BA so I think you are right to pursue cancellation compensation as for a cancellation per Article 5 (c) you have the right to compensation by the operating air carrier in accordance with Article 7, unless:
(iii) they are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than one hour before the scheduled time of departure and to reach their final destination less than two hours after the scheduled time of arrival.
Plainly offering you a re-route 1 and 2 days later in economy doesn’t comply with the above.
I’d say compensation is due. That assumes the cancellation of the original flight wasn’t due to extraordinary circumstances.
And yes unfortunately you will need to do two claims for the cancellationcompensation. I’d suggest one person claims the hotel and other expenses on their claim. Don’t split it across both claims.
Thanks. They confirmed on their initial cancellation email that it was due to technical reasons with the inbound to HKG. The bit that seems unclear is that BA want you to tick a box for either cancellation, or delay. Clearly there was a cancellation, but also a delay, but you cant tick both boxes!
I was wondering which was the best option. I dont really want to end up with them saying, “ah, but you accepted a new flight which wasnt delayed”
Definitely claim under cancellation. The re-routed flight you actually took meaning you arrived 10 hours later than scheduled isn’t relevant.
What is relevant is that the original re-route you were offered wasn’t within the timescales to avoid paying compensation.
We are in the same position and were eventually put on the 13.30 CX flight the next day too.
We put our claims on Saturday but I can’t remember which box I clicked but the form did show both compensation and expenses. We did as was suggested above and one claimed the hotel and the other the other expenses.
Out of interest which office did you ring – I already had the Sydney office so called them.
We ended up on the 8.10 CX. No idea which office I rang – I just called the number on the email which was a UK number, but ended up speaking to someone who sounded Indian (I dont particularly like making such assumptions). I am assuming it wasnt a UK office as it would have been about 2am Uk time. He was v helpful and patient checking a load of different flight options that I had found on Google flights.
Not yet put claims in as still waiting for credit card pending payment to clear and show the £ cost for the hotel.
How are you getting on with your claim @dmm27?
@dmm27 are you still waiting.
We have claimed a straightforward flight was cancelled at the gate BA12 on 19th Jan and we were not home until 24 hours later.
Ours claim still shows ‘received’.
I was wondering how long we should wait before taking things further?@dmm27 are you still waiting.
We have claimed a straightforward flight was cancelled at the gate BA12 on 19th Jan and we were not home until 24 hours later.
Ours claim still shows ‘received’.
I was wondering how long we should wait before taking things further?Eight weeks from the date of the claim without a response is the point at which you can go to CEDR although I would chase them rather than rush to CEDR or MCOL. The delay you are experiencing for a cancellation claim suggests it isn’t a straightforward one, at least as determined human or AI triage .
Data point – I had an e mail this morning for a flight on 4th January, so you need to wait a bit longer @ianwardz .
@Richie Was the email just confirming that they were looking at it or a resolution?
For info.
Our claim went from ‘Received’ to ‘Closed’ yesterday and we received an email confirming payment of compensation and telephone call costs.
The claim was logged on 22/1/25 so 35 days from logged to approved.
The email does say it can take up to 28 days for the payment to be made though!!@Richie Was the email just confirming that they were looking at it or a resolution?
Resolution. Dosh received within four business days.
Update on ours:
I cant remember if I put them through as cancellations or delays, as we were on 2 PNRs due to using Barclays vouchers. However…
The simple flight cancellation, claim approved ~ 6 weeks after submission. Their email also included “I understand from your correspondence that you do have expenses but that they are being claimed on another case”, which kind of implies they do actually read what you submit!.Claim for delay & expenses, all approved ~ 8 weeks after submission. Full expenses repaid, including just extending our hotel for an extra night (~£220), and Uber home (£80) as our flight arrived 12hrs late so our daughter couldnt pick us up.
Our email says 14 days for payment, not 28! Although payment was made ~4 days after the approval email.
I didnt chase any of it.
@dmm27 thanks for the update and great news that it’s all been paid to you.
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