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Hi all
Our flight with British airways to Marseille was cancelled within one day of travel on 24/6/2022.
We then had to take the tunnel at considerable cost to reach our destination. We have been refunded the ticket prices but we for also put in a claim for compensation for extra expenses on 27/6/2022. They keep saying they are looking into our claim but have gone mute on us. Also when we try to phone customer services we have a message stating in order to protect the mental health of our staff the phone lines have been shut due to volume of calls. Can anyone recommend what we can try next.
Thanks Andy@andyc it’s not clear from your post which “ticket expenses” you have been refunded – the original ones or the replacements? If you have had the original ones refunded, getting the replacement ticket costs back may be problematic and a matter for insurance. Re the extra expenses, the only thing BA has to cover is essentially hotel and food expenses if they were necessary and reasonable.
You need to chase BA by reopening your case with a message via the link they send. Have you applied for/were you entitled to compensation or was it ‘extraordinary circumstances’?
Hi JDB
We got a refund for the original tickets but no option of another flight so had to pay a lot more for the tunnel. We have applied for compensation 2 months ago but can’t get through to anyone to chase this up guess they will reply eventually
AndyHi JDB
We got a refund for the original tickets but no option of another flight so had to pay a lot more for the tunnel. We have applied for compensation 2 months ago but can’t get through to anyone to chase this up guess they will reply eventually
AndyIf you took a refund, BA is not liable for the alternative transport, accommodation or food costs you incurred although they might be covered by your travel insurance. It’s either/or not both.
BA does still owe you the £220/person compensation unless they can cite ‘extraordinary circumstances’ (do you know why the flight was cancelled?) and don’t rely on BA eventually getting in touch! Chase them 2-3 times warning that in the absence of a response you will go to CEDR/MCOL without further reference.
“in order to protect the mental health of our staff we’ve now deliberately stopped accepting phone calls”
Why not do it right, then, BA? Then your staff might have less stress, surely?
@LL As my 20-something daughter advised: Call it out for what it is – victim shaming.
So when the UK Civil Aviation Authority made you listen to a minute-long message about how their staff would not accept…..
I complained.
Simply: if you employ sufficient staff, with sufficient training, so they have sufficient knowledge to assist in a reasonable timeframe, you should not have – from a customer base actually trained to handle stress! – any difficulty. And why do you charge double for a pilot’s licence compared to what HMG charges for a passport?
So don’t blame the victim, the unfortunate customer. Don’t blame your staff either.
Blame the managers, bosses, executives, regulators, politicians.
And don’t replace your message with: Your call is so important to us we can’t be bothered employing sufficient staff to answer it!
ps. They replied thanking me for my feedback.
“in order to protect the mental health of our staff we’ve now deliberately stopped accepting phone calls”
Why not do it right, then, BA? Then your staff might have less stress, surely?
BA approach would more likely be to fire the staff and hire healthy replacements in some country where the masses have not yet heard of mental illness or the cncept of minimum wages.
Hi all thanks for the help will keep trying andyc
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