No response in 3 months – time for CEDR or patience?

[DTR]

Hi all

Submitted a complaint on 15th June after having had my flight cancelled at short notice and moved to another flight and downgraded (for which I have not even had the points difference refunded).

It will be three months tomorrow since I submitted my complaint, and except for a ‘we’re on the case’ email about two months ago with a comment about how busy they are,
I’ve heard nothing since.

Is there a way to chase without being pushed to the back of the queue, or should I just go to CEDR – or simply wait?

Thoughts appreciated!

D

[AJA]

I’d go to CEDR immediately. Don’t bother trying to chase BA in any other way. It sounds like your claim isn’t straightforward so will probably require CEDR intervention anyway so the sooner you start that process tge sooner they get BA to respond. My advice is if BA dontbrespond in a timely manner wait 8 weeks and the next day go to CEDR.

[JDB]

Although you are entitled to go to CEDR after eight weeks, personally I would send them a chaser, via the reply button (not replying to the email) as even if you ultimately do need to go to CEDR or MCOL, your submission will be much better for knowing BA’s defence/reasons for refusal, particularly if you think BA may claim ‘extraordinary circumstances’. I would have chased them sooner, but don’t be too trigger happy now!

Are you seeking both cancellation compensation (ie the rerouting flight was scheduled to arrive more than two hours later) and downgrade reimbursement? For the downgrade, was this short haul or long haul as for the shortest haul, the difference in fare/Avios might be better than the 30% for flights up to 1,500km.

If you do decide to go straight to CEDR, you need to be very precise about what you are seeking so as to avoid BA trying to bamboozle them. There’s also apparently a long delay at CEDR at the moment, so you might contemplate MCOL, but only if you are very confident of your case.

[fenned]

I recently had a claim settled after 4 months of waiting without so much as a “we’re on it” email. I did chase a few times though including an email to the CEO. I can’t comment as to whether the chasing or email had any impact but I would suggest you keep waiting a bit longer.

[NunoBettencourtsPinky]

Just a heads up – CEDR are overwhelmed at the moment. I have an active case with BA and they’ve pushed back their standard response times several times so far.

[DTR]

Ok thanks all. Should have said I did a chaser via their webform on July 17th. Bizarrely when I got the “we’ll be on the case soon” email from BA (August 14th) they said “we know you’ve been waiting for 28 days” which was actually the date of my chaser not my original email!

I haven’t chased since for fear that it will get pushed to the back of the queue – sounds ridiculous but I’ve seen others suggest they and their email referenced above would support the theory! Can anyone confirm or deny?

I may hold off a little longer or chase BA again. As you say JDB, it will strengthen my case as CEDR if they do reject and I know why. You are correct then I’m expecting an avios refund for the different in cabins plus EC261 for the delay (seems clear cut to me as no mitigating circumstances, but you know how these things go…)

Thanks again