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Hello – my in-laws are currently on BA2273 LGW-JFK.. it took off 5 hours late and is scheduled to arrive 4 hours late. Best part of half a day hanging around in LGW but never mind.
My wife booked this flight on behalf of the in-laws (so wife email address, wife paid using UK BA Amex credit-card on their behalf) as part of a return and the US-UK flight a few weeks back was just fine. Wife lives here in UK but in-laws in US with US address.
In terms of claiming compensation, should this come from the impacted travellers (ie in-laws) or can my wife claim on their behalf as the person responsible for booking and the person who paid?
The in-laws are elderly and not so tech savvy but we’re happy to claim on their behalf if that’s most appropriate. Also if it is the in-laws, is it one claim per booking (they’re both in same booking ref) or one claim per impacted traveller, ie two claims?
Also – Comms at the gate today was useless apparently and the departure just kept on getting pushed back by half hour, every half hour. No rationale given but perhaps they would have announced something onboard (??).
Do we (or they) just claim via the online form on BA.com?
It’s the first time we’ve experienced a delay like this in recent years. Many thanks!
The claim needs to be made by the passengers not the booker, although your wife can do that on their behalves, giving her email as the contact and yes, you just do that online on BA.com. Obviously eligibility for compensation will depend on whether BA can cite any ‘extraordinary circumstances’ to get out of paying. You can also claim for any reasonable food/refreshment purchased during the delay.
Many thanks this is very helpful.
I learned this morning that due to some systems failure, they were unable to properly refrigerate food onboard, so they only had tea / coffee / biscuits for food on a 7h+ flight. Really a disgrace and I’m sure they weren’t the only elderly / vulnerable people on board.
It reminded me of that plane coming back from the Caribbean where the crew improvised by serving KFC. And after checking, it looks like this aircraft had come to Gatwick from Vieux Fort earlier on yesterday..
Unprompted, my wife received a “we’re sorry but hope you were treated well” email this morning from BA, as the booker, but it doesn’t cut it.
Appreciate the advice!!
That’s a pretty standard email when a flight is delayed. It doesn’t stop people claiming compensation or making complaints.
People would probably complain if BA didn’t send an email!
Many thanks this is very helpful.
I learned this morning that due to some systems failure, they were unable to properly refrigerate food onboard, so they only had tea / coffee / biscuits for food on a 7h+ flight. Really a disgrace and I’m sure they weren’t the only elderly / vulnerable people on board.
It reminded me of that plane coming back from the Caribbean where the crew improvised by serving KFC. And after checking, it looks like this aircraft had come to Gatwick from Vieux Fort earlier on yesterday..
Unprompted, my wife received a “we’re sorry but hope you were treated well” email this morning from BA, as the booker, but it doesn’t cut it.
Appreciate the advice!!
You could be right @ukpolak, it could be the same aircraft with refrigeration not repaired properly.
I’d make separate complaints in their name for EU / UK 61 stuff, and any issues with catering, seat function, entertainment system etc., as the latter , whilst falling short of the services BA promises, are more discretionary as to any compensation but you should get some.
I get particularly annoyed hearing about no food for passengers on midhaul and particularly longhaul flights because some passengers are more vulnerable. Yet we are denied the ability to bring sufficient food and water onto the plane to guard against the airline not serving adequate catering to a passenger trapped on their aircraft and dependent on the airline for many hours.
We always travel with reusable bottles and fill them after security, after a couple of flights in the past where we were either delayed taking off or stuck on the tarmac for some time and denied any refreshments.
Many thanks for your responses and advice.
We always travel with refreshments (for the youngsters!) more as backup to keep them entertained if needsbe, but after last night’s episode we will be sure to be pack more substantial provisions with us going forward in the event of a recurrence. Alas the in-laws had nothing yesterday and so were starving when they arrived..
Thankfully the in-laws were cool about it, after being exhausted and furious earlier. I’m just glad they made it home safely and hope it doesn’t spoil future trips (and summer child care hopes!!). They said that the seat backs were wonky amongst all sorts of issues onboard.. it does make you wonder if BA reserve the dregs of the fleet for the LGW flights, as we only picked LGW-JFK as we were all flexible on timings and it was significantly cheaper than a LHR departure.
I will submit a claim tomorrow and see how it goes.
Many thanks again.
Update after complaining about the delay.. 2 x £520 coming our way which covers a large portion of the original ticket costs – yay!
BA have invited me to respond and as yet in the original complaint, I haven’t mentioned the complete lack of food and drink for the duration of the 8h flight, vulnerable passengers etc.
Do you suggest (1) I accept the £1040 and do a separate claim for the food/drink problem, or (2) respond to this complaint with “and another thing”? I’m in no hurry for the money back but think we are owed some goodwill compensation for the absence of anything other than water and biscuits on the long haul flight.
Really appreciate your help – many thanks.
The £1040 is statutory so take it
Separately, ask for avios/money for the food. They can say no but it has nothing to do with the other payment. I would I expect avios given the situation (problem is they may go to each passenger not to your wife).
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