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I cannot begin to thank enough Hfp and the magnanimous chat community, from whom I have learnt over these years so much about everything flights and otherwise.
All became more useful to avoid OH’s panic on the day of BA’s IT meltdown 25th May 2023 when we had our BA558 flight cancelled. This was 2 passengers on a one-way business class avios booking.
After a mere 4 months and a change of case reference number, yesterday the reply email agreed to compensation of 2x£220 and most of the minimal food and transport claims. As expected, “We are sorry that we will be unable to reimburse the new flight cost.”
Also “if you respond to this email within the next 48-72 hours, it may cause a delay in your payment being processed” … well after 4 months I’m not going to grab and run until I am satisfied.
I can demonstrate that we made all possible efforts to allow BA to rebook us, but:
BA’s IT was out at least 5 hours before to our arrival at Heathrow, so passengers prior to our flights would have already preceded us in rebooking if available, and there was no way of knowing when BA would be back online
the BA Silver line called immediately was unable to help of course
It was just before bank holiday weekend And half term week
Alitalia/ITA had only one seat left, we needed 2
Vueling website was hung
on Google flights every possibility would have entailed an overnight stay in a European cityIt seems reasonable therefore that we booked asap 2 of the last 4 seats on Easyjet for the next day, fully aware that BA would baulk at reimbursing an LCC fare. This was borne out when BA finally reconnected an hour later, and MMB was offering flight rebooking for 3 days later or worse.
From others’ posts I gather our next step is to ask BA to refund our unused ticket (they conveniently failed to address the issue), and thereafter forward the claim to HSBC travel insurance which fortunately we have. Thanks to @Froggee’s link I have the BA confirmation letter stating reason as Operational.
In my reply to their email, should I skip the long story chronology of my efforts to allow BA to rebook, if it’s highly unlikely they will reimburse the Easyjet ticket of £745.92 anyway, and concentrate on getting a refund? It was 30,000 avios + £35 for both, which is derisory given the current redemption rate and the cost of fully-flex business one-way tickets. I would also push for avios as apology I think.
I am aware of the possibility of CEDR and MCOL though would prefer to exhaust other means before embarking on those.
Many thanks!
Why are you assuming BA is God and doesn’t have to obey the law just because it doesn’t suit them? You have excellent records of all the ways you asked for or tried to get your rerouting *rights* : not privileges, these are *rights*, from BA.
BA had a major wellknown meltdown and left tens of thousands, I would guess hundreds of thousands, of passengers without their booked flights. They haven’t got a leg to stand on.
Do not take a refund – unless you’re just giving up. As you say, the refund is worth nothing.
If you aren’t prepared to do CEDR or MCOL, if the numbers work I suppose they could still owe you a reroute at a time of year you could quietly deliberately choose to be more than the £745.
Unless you want to try that I’d pursue them at CEDR or my pref, MCOL.
BA is just bullying you and you’re about to fall for it sorry. It’s unfair that you’d have to spend time preparing a case well etc, knowing this may be onerous to almost every passenger they deny reroute to is BA’s stock in trade, and they are relying on this deflecting you.
If you’re prepared to take a haircut of about 1/3rd you could turn it over to one of the claims management companies – the name of the main one escapee me temporarily – although you’d still have to do work giving them the details and chronology.
If you have now made a claim to HSBC in the light of BA’s refusal to cover the EasyJet flights, aren’t you asking them to cover the difference between your refund and the cost of the replacement flights such that you will be all square?
Hello again. Your tale of woe is quite similar to one of my many tales of woe. If you can be bothered, read this:
https://www.headforpoints.com/forums/topic/hah-ba-this-will-make-lady-london-laugh-or-cry/
Like you, I gave up. It was difficult enough getting a refund out of BA (required for HSBC insurance claim) but when it came to the insurance claim, HSBC were reasonable and most of note, did not appear to care about Avios.
Avios have a zero value I guess. So in all likelihood HSBC will pay for your replacement tickets minus £50 excess (perhaps 2x) minus your £35 refund. BA should refund your Avios so apart from the monumental hassle you’ll be a modest winner.
You could CEDR BA so it’s down to how much you value your time and the principle. I care about principles but cared more about not losing the will to live.
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