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Flight cancelled, new flight now means much longer layover

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  • Tracy

    My daughter just told me today that BA cancelled her LHR to GLA flight weeks ago and rescheduled her on the next earliest flight they had. She was due to have a layover after her JFK-LHR flight of about 2 hours I think. Now she has 7/8 hours as the next earliest flight was sold out when they rescheduled her (1pm) and she’s now on the 4pm. She paid a bit extra for the original flight as it was more expensive than the next 2 flight times. I’m assuming she can ask for a refund of the difference in flight costs? Is she also entitled to any help with food costs on the longer layover?

    JDB

    My daughter just told me today that BA cancelled her LHR to GLA flight weeks ago and rescheduled her on the next earliest flight they had. She was due to have a layover after her JFK-LHR flight of about 2 hours I think. Now she has 7/8 hours as the next earliest flight was sold out when they rescheduled her (1pm) and she’s now on the 4pm. She paid a bit extra for the original flight as it was more expensive than the next 2 flight times. I’m assuming she can ask for a refund of the difference in flight costs? Is she also entitled to any help with food costs on the longer layover?

    If she was on one ticket JFK-LHR-GLA she is entitled to £520 UK261 compensation for arriving at her final destination more than four hours later than scheduled, plus duty of care costs such food, internet etc during the extended transit.

    Tracy

    @JDB she was given more than 14 days notice….

    Skywalker
    Skywalker

    https://www.britishairways.com/en-gb/information/delayed-or-cancelled-flights/compensation

    OP, the timescales are under the ‘when you can claim compensation’ and ‘when you cannot claim compensation’ sections

    JDB

    @JDB she was given more than 14 days notice….

    Apologies – I had understood that there was a second cancellation/change for the domestic leg. I fear it will be difficult to get BA to pay the fare difference (and to prove what it was) but they do still owe her reasonable duty of care costs.

    On the link sent above, BA seems to imply the compensation might be due as they put an ‘or’ between 1 and 2.

    • This reply was modified 52 years, 7 months ago by .
    SamG

    She can have a look at availability of JFK-GLA in totality and see if there are any better options – I believe JFK-Gatwick-Glasgow is a possibility instead

    Alternatively do not touch the ticket now and keep checking the 1pm flight. Highly likely a seat will open up and she can call and swap then

    JH

    I’m in a similar position with a LHR-GLA final leg (connecting from MIA) cancelled (>14 days notice), now making it a 6hr layover in LHR.
    The “When you can claim” section of the Compensation Guidelines does indeed have an “or” between points 1 and 2, suggesting a claim would be valid
    But point 2 in the “When you cannot claim” section mentions “If we informed you of the cancellation 14 days or more before your planned departure date”
    These seem to contradict each other – does anyone have any experience about whether such a claim would be valid?

    Lady London

    Even if compensation is not payable in this case due to over 14 days notice, she still has full reroute options (as well as duty of care). So she can reroute (= choose different datea or her choicebof timings for) every flight on her ticket now, even both ways if she wants. She could decide to choose completely new dates of travel, perhaps at a time in a later month she wasn’t thinking of previously. This would be free of charge regardless of what the new dates would have cost. This by law, if BA cancels a flight on her booking.

    Alternatively follow @SamG’s suggestion and look till there is a seat on the 1pm flight. There does not have to be an avios seat available. If she does an internet search as though she was a new customer and a seat is being sold in the cabin she booked, she has a right to that seat free of charge in this circmstance.

    • This reply was modified 52 years, 7 months ago by .
    Tracy

    Thanks guys, she doesn’t want to change her dates as she has stuff booked already. She is continually checking to see if seats become available on the 1pm flight 🤞. Both 1pm and 4pm are no longer for sale….think she might have a LONG wait in LHR!

    aso40

    Did she accept the rescheduled time? If so, then she is unlikely to be able to change again for free (though the call centre staff might bend the rules for a domestic connection).

    On the question regarding fare difference – no, there is no way of pricing or refunding this.

    Tracy

    @aso40 unfortunately she accepted it as she panicked when the 1pm flight sold out as she was in the phone queue to BA, so she jumped on the 4pm thinking if she didn’t get that one it would be an even longer wait. The 4pm was also sold out that day I think…

    Colin MacKinnon

    Can understand her going for it. Even pre-Covid, long gaps between transatlantic flights and the domestic were a pain. It used to take us longer to get from T5 arrivals to Glasgow/Edinburgh than it took to get from Denver to London!

    I just keep telling myself that aviation is fantastic, and that it would take six days by boat!!

    • This reply was modified 52 years, 7 months ago by .
    Tracy

    @ColinMackinnon 😂 I’m sure she will smile if I tell her she is saving 5 days travel by not sailing…

    Tracy

    Just an update, my daughter flew back from JFK yesterday and landed in Heathrow about 9am after a bit of a delay at JFK. She went to BA customer services desk to ask if there were any seats on the 1pm flight but was told no and she would have to wait for the 4.30pm flight and they gave her £10 f&B voucher per person. She asked to speak to manager as she thought that was unreasonable for such a long layover. Eventually she was given access to Business Class lounge and kept the £10 f&b voucher. She was also given a letter from BA, Global customer strategy and communications customer experience. The letter apologises for her disrupted travel plans and states “we would like to compensate you with a travel voucher to use on another British Airways flight/holiday or a cash payment” and an email address to send the request to. Anyone else had this?

    Graydon

    My JFK-LGW-MAN club flight in September has had the LGW-MAN leg cancelled. Nice lady at BA told me it was my,lucky day and transferred me to the Aer Lingus direct flight back to Manchester from JFK. Rather happy with that solution!

    Tracy

    @Graydon that is a fantastic result….my daughter was like a zombie when she got home yesterday. Think she had been awake for 24hrs+ lol. She has sent the email so will await outcome….

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