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BA cancelled and rerouted us on an itinerary paid with Avios. Part of the reroute was downgraded from F to CW. UK261 claim for late arrival and associated expenses was accepted and paid with no problem, but BA has ignored claim for downgrade reimbursement.
I’ve calculated the cash (YQ) and Avios due using the Mennens formula (downgrade distance/total distance*75%), so I know how much I’m claiming, but BA has simply stopped responding.
I’m inclined to send an LBA to prompt a response, but should I leave this for a certain time since the last reply?
Can an LBA be sent by email? (If so, does anyone have an address please?) Likewise, if it needs to go by post, what’s the best address to use?
When was this? They were running 3-4 months behind on settling EC261 claims towards the end of last year.
Otherwise go to CEDR. This has the added benefit that as CEDR cannot award Avios, you get cash based on BA’s rip-off cost for buying Avios.
How long are we talking about since you made the claim?
When was this? They were running 3-4 months behind on settling EC261 claims towards the end of last year.
Otherwise go to CEDR. This has the added benefit that as CEDR cannot award Avios, you get cash based on BA’s rip-off cost for buying Avios.
It was quite recent, so it surprised me that the delay/late arrival part of the claim was settled quickly. I responded, pointing-out that they hadn’t addressed the downgrade reimbursement, but I haven’t had any response. Perhaps I should hold-off for the moment to see if they get around to me eventually.
Can you be more specific?
That’ll help assess whether BA are being tardy or not. But downgrade reimbursement is dealt with by a different team to delay compensation and repayment of duty of care.
CEDR at 8 weeks but other forums reporting that they are requesting delays and extensions to CEDR who grant them without hesitation.
My son was offloaded at the gate at end of March due a tech problem. No request for volunteers no pre announcements or warning just pulled to one side as he passed through boarding gate. Put on next flight told to claim up to £200 for hotel plus meals and transport. He decided best course of action was a hugely expensive Uber instead, justifying the almost £400 cost on back of £220 comp + £200 duty of care. Every week since a holding email. Can’t claim from Amex as we need a response from BA.
Shameful really, while he can absorb the costs short term many others could not.
If we don’t hear at 8 weeks I am going support a straight to MCOL claim as they far less likely to be pushed around by BA and more likely to settle a clear cut claim in our favour.Can you be more specific?
That’ll help assess whether BA are being tardy or not. But downgrade reimbursement is dealt with by a different team to delay compensation and repayment of duty of care.
It was only last month, but the delay/duty of care was paid within a few days. That another team deals with downgrade reimbursement is helpful to know, but I don’t know why BA customer care couldn’t just say they were passing to a different team when they made their initial email response to the claim/s.
This is why separating each claim type into a separate claim has been suggested on HfP.
eg 1 claim compo 1 claim right to care, 1 claim downgrade for the same incident if all 3 applied.
When was this? They were running 3-4 months behind on settling EC261 claims towards the end of last year.
Otherwise go to CEDR. This has the added benefit that as CEDR cannot award Avios, you get cash based on BA’s rip-off cost for buying Avios.
Fairly sure CEDR can award avios – it’s the courts that deal in cash, so you can claim for the cost of purchasing them.
I agree best to go to CEDR after 8 weeks though – as it’s been less than 8 weeks so far I would rein in the level of surprise at a lack of response though
When was this? They were running 3-4 months behind on settling EC261 claims towards the end of last year.
Otherwise go to CEDR. This has the added benefit that as CEDR cannot award Avios, you get cash based on BA’s rip-off cost for buying Avios.
Fairly sure CEDR can award avios – it’s the courts that deal in cash, so you can claim for the cost of purchasing them.
There is nothing in the CEDR rules to prohibit the award of Avios but all references to payments (as opposed to instructions to carry out certain actions) are only expressed in money terms and this is the practice.
This is why separating each claim type into a separate claim has been suggested on HfP.
eg 1 claim compo 1 claim right to care, 1 claim downgrade for the same incident if all 3 applied.
I’d missed that, though I had suggested doing just that in another forum and was advised to do them all together.
My son was offloaded at the gate at end of March due a tech problem. No request for volunteers no pre announcements or warning just pulled to one side as he passed through boarding gate. Put on next flight told to claim up to £200 for hotel plus meals and transport. He decided best course of action was a hugely expensive Uber instead, justifying the almost £400 cost on back of £220 comp + £200 duty of care. Every week since a holding email. Can’t claim from Amex as we need a response from BA.
Would BA repay £400 for a taxi?
Coming back here as I started this thread.
I checked the status of my CR case online today only to find that it’s now been closed – so BA completely ignored my claim for downgrade reimbursement.
I’m going to send an LBA as although it’s probably just incompetence it is enough to annoy me! An AmEx 241 was involved in the booking so I’m considering copying in AmEx. (Although I understand BA will routinely claim the second ticket was free, I’ve had some success in disabusing them of this in the past!)
Has anyone got any recent experience of help (or otherwise) from AmEx in such a situation?
My son was offloaded at the gate at end of March due a tech problem. No request for volunteers no pre announcements or warning just pulled to one side as he passed through boarding gate. Put on next flight told to claim up to £200 for hotel plus meals and transport. He decided best course of action was a hugely expensive Uber instead, justifying the almost £400 cost on back of £220 comp + £200 duty of care. Every week since a holding email. Can’t claim from Amex as we need a response from BA.
Would BA repay £400 for a taxi?
Ba has been known to reimburse taxi fares running into £00’s, however you’d probably have to show that this was the most reasonable alternative and that it had been cleared with BA first.
Coming back here as I started this thread.
I checked the status of my CR case online today only to find that it’s now been closed – so BA completely ignored my claim for downgrade reimbursement.
I’m going to send an LBA as although it’s probably just incompetence it is enough to annoy me! An AmEx 241 was involved in the booking so I’m considering copying in AmEx. (Although I understand BA will routinely claim the second ticket was free, I’ve had some success in disabusing them of this in the past!)
Has anyone got any recent experience of help (or otherwise) from AmEx in such a situation?
I don’t know if it’s possible to reply to a closed case, but if you can, I would try that first and tell them in that response reminding them of the missing reimbursement that you will escalate to MCOL or CEDR if they don’t pay within 14 days. It’s an awful lot simpler than a serious letter before claim which needs to be well drafted for them to take any notice as they get too many these days so requires some thought and structure. Personally, I wouldn’t contact Amex; they ain’t bovvered, so it’s just another complication.
I don’t know if it’s possible to reply to a closed case
Unfortunately it’s not.
I don’t know if it’s possible to reply to a closed case
Unfortunately it’s not.
That’s a pain” Letter before Claim it needs to be then – keep it concise, clear and business like if you want a response. Set a deadline for that response and follow through on any threat.
Sent today by Special Delivery. Deadline of 14 days with a couple tacked on for postage time. Mennens calculation of downgraded leg included, but otherwise succinct, factual and making it clear what I am claiming for and legislative basis.
I will follow through with MCOL if BA doesn’t respond. The only thing I have to lose is a bit of time as I’m sure of the basis of my claim.
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