Maximise your Avios, air miles and hotel points

Forums Frequent flyer programs British Airways Executive Club Yet another claim question ….

  • adwoot 29 posts

    …though partly my own faux pas for thinking the BA website was built to 2020s standards!

    So, I submitted a multi-part claim due to a 31 hour delay last week, stuck in Iceland overnight. I won’t bore everyone with the details as it’s pretty routine.

    I forgot to immediately note the claim reference number, by the time I returned to the screen the form had timed out and of course I haven’t had the submission confirmation email.

    Tried BA chat today (the “human” one) and they advised they cannot access claim reference numbers so I should “submit a new claim”. Bonkers, so first Q is there any way to retrieve the claim reference number for tracking, or sit it out for weeks hoping it is actually in the queue?

    Second Q, the delayed cabin was CE and they offered no onboard service other than one pack of biscuits and a basic bar service. I realise the lack of catering was due to the delay, what can I expect (if anything) in terms of part refund or goodwill gesture?

    In terms of the rest of the claim, it should be relatively straightforward though they will struggle to beat my last claim with TUI which was approved and paid within 72 hours of submission!

    executiveclubber 311 posts

    First Q, I would just resubmit, at this point your claim probably has a good 2-3 weeks before it’ll be looked at anyway. Saves you time chasing down BA for a case number they might not even have yet. I’d in fact split your claim into two: one complaint for delay compo, and a second for no food. If you put both in the same complaint, you may find you don’t get any recompense for the lack of food.

    Second Q, the standard offer for no catering in CE is either 5k or 10k Avios. If you’re offered 5k, you can negotiate upwards. Given the food comprises most of the service I would do this. You may also be offered an eVoucher but this is less common.

    Just keep your complaint short and to the point for the best and fastest results.

    RonnieB 297 posts

    Just while I see this query on claims – flew over to Dallas a few weeks back and got there with my son but minus our golf clubs, still at LHR surprise surprise. They arrived 24 hours later but by then I had to buy new golf shoes for both of us to play arranged game next morning. (£125)
    Managed to borrow clubs.

    I looked at BA claim for delayed luggage but it looked horrendously complex and not sure they cover luggage that actually gets there, am I better claiming on Amex travel insurance??

    Thanks

    executiveclubber 311 posts

    BA will probably pay out, you have nothing to lose by trying them in the first instance and then having an emboldened insurance claim if they refuse.

    adwoot 29 posts

    Just keep your complaint short and to the point for the best and fastest results.

    Useful, thanks!

    It is good that BA usually do something for no CE catering. I have had many an argument with rail companies over 1st Class catering, them always insisting it is “complimentary” and not by right so rare to get any form of reimbursement or goodwill. Cross Country Trains has recently fallen foul of the ASA for this attitude, complimentary or not is part of the advertised service level.

    executiveclubber 311 posts

    Just keep your complaint short and to the point for the best and fastest results.

    Useful, thanks!

    It is good that BA usually do something for no CE catering. I have had many an argument with rail companies over 1st Class catering, them always insisting it is “complimentary” and not by right so rare to get any form of reimbursement or goodwill. Cross Country Trains has recently fallen foul of the ASA for this attitude, complimentary or not is part of the advertised service level.

    So true! “You technically only pay for the seat” oh F off. I’ve had to email the LNER CEO in the past to get proper compensation. Their app literally shows the menu on board for each specific service, if that’s not delivered, I expect to be compensated…

    Ihar 194 posts

    I definitely be claiming for lack of food. It’s not so much that the food isn’t served, but that you expected it and are now on a flight and very hungry. Not really the experience you paid for and, as said, part of the advertised service.

    As for golf shoes, I’d expect BA to pay out. They pay for “essentials” if luggage is delayed, and if you’re travelling to play golf then they are “essentials”.

    adwoot 29 posts

    A positive-ish update. BA have responded to all of the original complaint inside 4 days with no chase or resubmission, no arguments with the UK261 so scheduled for payment.

    However just a £50 total E-Voucher (covering 2 pax) for the lack of CE catering and general hassle. Reasonable or worth pursuing?

    Related Q, I have claimed on my Barclays Travel Pack for consequential costs for a UK hotel and train ticket as I missed my pre-booked ones to get home, due to the delay. I know BA explicitly excludes consequentials such as this for compensation so I haven’t bothered claiming from them. Yet Barclays are rejecting as they say I should claim from BA “under EU rights”. They will only pay standard delay cover at £50 per 12 hours each. I have challenged back to clarify but no response so far.

    I see EU/UK261 compensation as separate from an insurable event, thoughts/experiences on this?

    Froggee 993 posts

    In the words of Aviva via HSBC but it will be the same nonsense:

    “Your travel insurance covers you for unrecoverable unexpected costs for travel and accommodation, this means that we are your last point of contact after you have exhausted all other options in regards to receiving refunds that you are entitled to after failure of your airline/carrier.”

    Therefore you need to jump through the hoop of asking British Airways to be told NO by them and then Barclays will pay (assuming the policy doesn’t offer them a get out).

    So you can either argue the case with Barclays or put in a claim with BA and hope the rejection comes quickly. Crazy, bonkers, nuts but probably the path of least resistance is the latter option.

    Ihar 194 posts

    I think there is an argument (from BA/EU261) that you have already been compensated, and that such compensation isn’t just to compensate for the delay but also the consequences of the delay. I expect Barclays will pay out when BA won’t, and you can possibly claim for each 12 hours of delay in addition.

    Whilst you can claim multiple times for “compensation” you can’t do so for actual/consequential loss as @Froggee points out.

    adwoot 29 posts

    Barclays have apologised and said they misread the claim and have now paid consequentials plus the fixed amount per 12 hours.

    I only wish I’d claimed for the consequentials from Amex instead as that has no excess, will remember to check if it happens again.

    And the BA 261 payment hit my bank account within a few days.

    So other than a bit of stingy voucher for the lack of CE catering, relatively smooth and well handled complaint and claim.

  • You must be logged in to reply to this topic.

The UK's biggest frequent flyer website uses cookies, which you can block via your browser settings. Continuing implies your consent to this policy. Our privacy policy is here.