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I was caught up in the IT meltdown in Feb. BA cancelled our flights to London where I needed to connect to Miami for my cruise. We miraculously managed to get easy jet flights via Gatwick etc. Terribly stressful day. We are currently about £500 out of pocket.
I raised the request for refunds online in March (husband and I 2 separate bookings). He got an acknowledgement in April that they were on the case and I received nothing. i have tweeted, sent facebook messages, called multiple times but I get cut off and they won’t deal with refunds.
how can I get anyone to deal with us and give us our money back please. I’m at my wits end
CAn you give full details, e.g. how long before the departure time were your flights cancelled, were you offered any alternative flights, did you speak to anyone at BA before you booked the easyJet flights (either on the phone or at the airport?) etc.
Logged onto BA at about 2am to see that the flight was cancelled. We didn’t actually receive any cancellation email until about 10 mins before the flight was due to take off around 7.30 a.m. Totally impossible to contact BA through phone, twitter, facebook. I tried multiple times.
When we got to Glasgow (original flight from Edinburgh and no easy jet flight available) a BA rep told us that complete system issue and no way to even speak on the phone with anyone. We told him we were taking the Easyjet flight. Zero choice as a flight next day would mean we would miss our cruise.
We had to book new car parking at Gla offsite, arrange a bus from LGW to LHR all the while driving through to Gla 50 miles away. Then MIA flight was late leaving.
I would write to BA’s legal department at this stage, detailing your claim and all your attempts to contact BA about this and saying that your next step will be to take them to MCOL or CEDR. I think you would be entitled to compensation as well as costs, though I’m not sure whether that would apply just to the EDI-LHR sector or the whole trip, as you still caught the MIA flight. How delayed was that, by the way?
I was caught up in the same event and it has taken until today to get BA to meet their obligations. They emailed 2-weeks ago (so 8-weeks after I claimed) to say that they would pay the compensation – and to be fair it was actually paid quite promptly after that email. But that email made zero mention of the expenses claimed – why on earth not? (My expenses were fairly straightforward as it was a replacement rail fare to London, HEX out to T5 and an M&S sandwich.)
I waited a bit in case they were being processed separately, although they should at least have said this. But I gave up yesterday and sent them a proper rant about playing games and treating customers with contempt. I leave it to others to judge whether this was a coincidence or not, but literally a few hours later overnight, a response arrived saying that the expenses claim was being met.
If your claim has never even been acknowledged but your Husabnd’s was, I would be tempted to raise a new claim and see if the system lets you. It should be fairly easy to point out in the supporting narrative that you claimed previously but heard nothing, so they cannot get upset about a double claim.
@normanna Do you have the 8 digit reference number for your claim? As @NorthernLass says I’d write to BA’s legal department at the Waterside head office. Unfortunately it will have to be by snail mail as the legal team don’t do anything by email.
I hope you’ve kept copies of everything you submitted to BA including copies of the information entered via the form on BA’s website? Enclose copies of all documentation in the letter.
Send a letter before action. Outline everything and provide only facts and quote relevant UK261 legislation! BA will have to cover everything: your new tickets on Easyjet, duty of care (extra expenses), meals, two phone calls or internet.
Regarding compensation – it’s a tricky one as you caught Miami flight, but normally it would be considered a cancellation of the whole sector so I’d go for maximum compensation of £520 (600 euros). They can argue only for domestic sector at which point you might want to consider that as a good compromise.
- This reply was modified 55 years, 4 months ago by .
My husband completed it but I don’t think he wrote it out and copied and pasted in to the complaints section. I have all 3 reference numbers but I’m pretty sure I remember 99% of the wording and we’ve kept all receipts. I kept the additional costs as low as possible.
I’ll write to BA as suggested to the legal department via Head Office. Is there a way I can check the exact time a flight took off? It was around 3 hours late leaving Heathrow. I might redo mine as suggested and mention it is a duplicate due to no response being received.
Thanks for the input folks. BA are an absolute nightmare to deal with just now.
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