BA expenses claim for cancelled flight – how to get them to pay up?

[tintin38]

Am currently battling with BA for an expenses claim (extra night hotel, 1 day extra car hire and evening meal) when they cancelled my flight back from Malaga in mid August. Was rebooked for 24 hours later via Ibiza.
Claim submitted immediately on return for “reasonable” expenses. After a 2 month wait, yesterday I had an email back with an “update”. The update was that they needed receipts, even though I uploaded these with the claim and these are clearly visible and also that they require the booking reference which of course I also provided in the expenses claim submission. It seems they are unable to even do basic tasks in the BA claims teams!
Any advice on next steps welcome as I don’t want to wait another 2 months for another pointless email asking for more information they already have?

[BA Flyer IHG Stayer]

My advice is to submit the info again even though it is somewhat irksome to you.

The sooner you do that the sooner they can process the claim.

[JDB]

@tintin38 – as above, just provide the info as requested. It’s positive sign that someone is on the case and you will likely now get paid reasonably promptly assuming the expenses are reasonable. Getting paid in c. two months would be quite a result.

[Matt]

You could also submit a CEDR claim, if it’s now been over 8 weeks since you initially claimed from BA. It probably won’t speed things up – as JDB says you will probably be paid relatively soon now – but if your claim is lost by BA then better to have the CEDR claim in progress, rather than starting another 2 months down the line.

[tintin38]

Thanks all for the advice and comments. It looks like the BA expenses claim form has been updated since I last submitted the claim, so will just repeat the process and hope for the best! Will report back if it does get paid out and there is no reason it shouldn’t.

[AJA]

Don’t start a new claim. Just upload the documents on your existing claim. Just label them upload no2 as requested per email dated XXOct2023

[tintin38]

Data point. After uploading the requested receipts (again!) just over a week ago the claim has been paid in full and the money landed in my bank account today, exactly 2 months after the claim was started.

[AJA]

@tintin38 I’m glad you got paid. It is annoying that you had to upload receipts again but apparently BA just changed the system for paying out expenses so their request for them again was probably part of that.

[supergraeme]

It’s strange how BA work. We had a 16 (or so) hour delay coming back from Malaga in early September – kicked off the pane at midnight with no help on the ground at all. Booked a hotel and got a cab from and to the airport. Submitted the claim the day after we got back and the money was in my account within a week. Given that yours is equally bog-standard it surprises me that they can be so quick with one but so slow with another.