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Our flight from Amsterdam to LGW was delayed by more than 5 hours on 26 July. This was a reward booking. I filled in the claim form same day but now almost 8 weeks later I have heard nothing from them. When I called I was told there are delays in the system etc. I was also told not to send any emails to follow up claim as that would put me to the back of the queue again! There is no telephone line to the claims people. Can anyone advise on the response time I might expect from them please. Also appreciate any tips for speeding things up.
26th July to now isn’t anywhere 8 weeks.
It will take as long as it takes. No way to speed it up.
well spotted – should be 26 June
and its almost 10 weeks. Apologies justback from a trip to KL and still dozy
You can most certainly follow up with BAEC since the 8 weeks has elapsed. If you have a claim number then use the chat function on the BA website and ask the bot for information on the case. Alternatively you are within your rights to go straight to CEDR.
Were you on flight BA2825 by any chance? Looking at FlyerTalk flight BA2824 from LGW to AMS on 26 June was delayed by over 4 hours arrriving in AMS at 13:39 instead of the scheduled time of 10:05. This was because the plane Avion Express operated on behalf of BA was stuck in Verona overnight on 25 June causing the delay to the BA2824 flight. The advice for that delayed flight was that it should have been eligible for compensation which means I think your flight should also be eligible.
That said apparently there were slot restrictions at AMS that day too which may cloud things.
Thanks AJA thats really helpful. Yes we were indeed on flight BA2825. Scheduled to leave AMS at 1050 and arrive at 1110. Actually left at 1421 and arrived at 1618.
Just contacted chat line and got same response as calling. “Your complaint or claim is currently being reviewed and you should hear back from us soon.
(Remember to check your junk folder.)
The team are not available over live chat – but you can come back to check the status of your case with me at any time”If it’s been more than 8 weeks just go to CEDR – at least that way you get some visibility of what is happening, albeit still not quickly. Saves time assuming BA refuse compensation and you have to end up at CEDR anyway.
While you are entitled to go to CEDR after eight weeks without a response from BA, it isn’t necessarily in your interest to do this. If you ultimately go to CEDR, your submission will be better if you address the basis for BA’s refusal. At this stage, it may be better to use their reply function to chase them.
If it’s been more than 8 weeks just go to CEDR – at least that way you get some visibility of what is happening, albeit still not quickly. Saves time assuming BA refuse compensation and you have to end up at CEDR anyway.
Others have reported 90 days for CEDR to look at your case, which is a long time.
My case has been “pending review” for around 9 weeks. I decided to submit a CEDR complaint. It may lead to eventual resolution taking longer. But as a consumer, it’s the only pressure we can really put on BA to improve it’s terrible customer service. Every additional CEDR complaint is more expense and more work for BA, and increasing numbers of complaints may encourage them to sort out the shambles that their CS currently is.
Does the CRA 2015 say anything about complaint response times?
Does the CRA 2015 say anything about complaint response times?
No, it doesn’t and, in any event, air tickets bought on their own (as opposed to packages or linked travel arrangements) are not ‘consumer contracts’ and are thus not subject to the CRA.
Does the CRA 2015 say anything about complaint response times?
No, it doesn’t and, in any event, air tickets bought on their own (as opposed to packages or linked travel arrangements) are not ‘consumer contracts’ and are thus not subject to the CRA.
Thanks.
It’s weak legislation for not defining response times.I submitted a flight delay claim and it has now been 8 weeks. I have followed up with BA numerous times since for an update via the link you get in the complaint case acknowledgement email, and also via a number of other BA email addresses. I have not received a single response to any of these update requests. I am BA Gold and called the line today to see if they can shed any light but the answer was no, and that if I contacted them then the complaint gets pushed to the back of the queue. Brilliant, so effectively they do nothing. See little choice than to go to CEDR, although I note above that JDB suggests it is better to “address the basis for BA’s refusal”……in my case they refuse to even respond. Any suggestions about the best way to proceed would be welcome.
In the current environment, eight weeks isn’t really a very long time I’m afraid. It’s very unimpressive, but that’s the way it is. CEDR also has huge delays. You can chase by using the ‘replytome’ button in your acknowledgement email or by sending a hard copy letter. For the reasons you have read I wouldn’t go to CEDR without a response from BA except possibly if your are certain that your case is absolutely straightforward but BA’s delay in replying suggests it may not.
I submitted a flight delay claim and it has now been 8 weeks. I have followed up with BA numerous times since for an update via the link you get in the complaint case acknowledgement email, and also via a number of other BA email addresses. I have not received a single response to any of these update requests. I am BA Gold and called the line today to see if they can shed any light but the answer was no, and that if I contacted them then the complaint gets pushed to the back of the queue. Brilliant, so effectively they do nothing. See little choice than to go to CEDR, although I note above that JDB suggests it is better to “address the basis for BA’s refusal”……in my case they refuse to even respond. Any suggestions about the best way to proceed would be welcome.
Many are in the same position, me included, I’ve two claims. My guess is the claim snow storm is too heavy and getting heavier.
I submitted a flight delay claim and it has now been 8 weeks. I have followed up with BA numerous times since for an update via the link you get in the complaint case acknowledgement email, and also via a number of other BA email addresses. I have not received a single response to any of these update requests. I am BA Gold and called the line today to see if they can shed any light but the answer was no, and that if I contacted them then the complaint gets pushed to the back of the queue. Brilliant, so effectively they do nothing. See little choice than to go to CEDR, although I note above that JDB suggests it is better to “address the basis for BA’s refusal”……in my case they refuse to even respond. Any suggestions about the best way to proceed would be welcome.
Many are in the same position, me included, I’ve two claims. My guess is the claim snow storm is too heavy and getting heavier.
If you really want to force a response, you need to take them to MCOL. BA will file an Acknowledgment of Service to give themselves an extra 14 days but you will almost certainly get a response/defence within 28 days of service of your claim. At the same time as issuing the claim you can offer to settle for the full amount you are claiming plus the court fee.
I submitted a flight delay claim and it has now been 8 weeks. I have followed up with BA numerous times since for an update via the link you get in the complaint case acknowledgement email, and also via a number of other BA email addresses. I have not received a single response to any of these update requests. I am BA Gold and called the line today to see if they can shed any light but the answer was no, and that if I contacted them then the complaint gets pushed to the back of the queue. Brilliant, so effectively they do nothing. See little choice than to go to CEDR, although I note above that JDB suggests it is better to “address the basis for BA’s refusal”……in my case they refuse to even respond. Any suggestions about the best way to proceed would be welcome.
Many are in the same position, me included, I’ve two claims. My guess is the claim snow storm is too heavy and getting heavier.
If you really want to force a response, you need to take them to MCOL. BA will file an Acknowledgment of Service to give themselves an extra 14 days but you will almost certainly get a response/defence within 28 days of service of your claim. At the same time as issuing the claim you can offer to settle for the full amount you are claiming plus the court fee.
I’m in no rush. I won’t forget though. My longest period from date of flight delay to compensation payment date is 26 months.
It took me nearly 6 months for them to pay me expenses for a taxi fare last year when they inconveniently landed the plane I was on in Edinburgh instead of Aberdeen. Granted it was a weather related incident in Aberdeen but they just shrugged their shoulders and decanted a plane full of people at Edinburgh in the middle of winter at 11pm at night! They argued that I should have taken a train….yes like there are trains intercity in Scotland at 11pm! BA is currently in shambles mode. I took at trip to Atlanta recently. First flight canceled as technical issue with the plane. Returned delayed and therefore missed connection…lucky to get back as seems last week the Atlanta flight was canceled on more than 1 occasion.
A Letter Before Action to the Legal Department is the way forward, quote the relevant section of UK261 and be brief , they’ll ignore you so proceed to MCOL, they’ll agree to pay you 28 days into your MCOL claim.
On a couple of occasions I have had success through Twitter/X messenger function, when 2 months have passed without resolution. I have pointed out that as a gold member I find the delay unacceptable. Twice now this has led to a resolution offer by the next day.
A Letter Before Action to the Legal Department is the way forward, quote the relevant section of UK261 and be brief , they’ll ignore you so proceed to MCOL, they’ll agree to pay you 28 days into your MCOL claim.
If you want to go to MCOL, why waste further time with the LBA? They can equally well be warned that MCOL will ensue in a chasing email after BA fails to respond, although even that isn’t necessary.
I feel if BA are ignoring emails then a LBA is a final attempt to gain settlement
prior to MCOL.
I’ve only claimed UK261 twice , the first occasion I needed to use MCOL but on the second occasion a LBA was sufficient to obtain payment.UPDATE FOR REFERENCE – Today received reply from BA informing me that we are entitled to £440 compensation. Thats more than 16 weeks since submitting the claim. Now we just have to wait 28 business days for the payment to arrive at our bank.
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