Last edit by: NWIFlyer
All IT systems are back up and running and BA are operating normal flight schedules.
PLEASE ASK ALL COMPENSATION RELATED QUESTIONS IN THE DEDICATED TOPIC: The 2017 BA compensation thread: Your guide to Regulation 261/2004. The full list of cancelled and delayed flights for Sunday is to be found here, though note that it is the arrival time that matters for delays.
Successful (or otherwise) reports for claims where the information would be of use to others would, however, be very welcome in this thread.
Monday flight cancellations for LHR listed here. Services to and from LGW, LCY and STN seem to be working more or less on time.. Telephone numbers for rebooking are in this post, note also the difference between what contact centres and airport staff can do, noted here.
Updated 29/05/2017 22:50 (UK time) Link to BA updates: https://www.britishairways.com/trave...VINF4more_news
Baggage
There are a significant number of bags at Heathrow which we will be reuniting with customers via couriers as soon as we can. This will be done free of charge. Please help us to get these to you as quickly as possible by ensuring we have your latest contact details by filing a delayed bag report.
If your journey was disrupted -
Because of the scale of the disruption, most passengers should expect to make their own arrangements to mitigate the disruption as BA will not have resources to assist all passengers. BA have a duty of care under EU Regulation 261/2004 and according to this letter handed out at Gatwick the following costs would usually be claimable from BA.
If an overnight stay is required
Although BA has suggested some guideline costs for duty of care, EU Regulation 261/2004 doesn't specify any monetary cap. By documenting (take a screen capture of a hotel comparison site for example) that there were no cheaper alternatives, it is possible that claims exceeding the guideline costs suggested by BA may be met. Expenses not covered by BA may be claimable from your travel insurance subject to possible policy excesses.
Duty of care is separate from fixed sum compensation (EUR 250 to 600 depending on the flight distance) for flight delays/cancellations, which may or may not be payable under EU Regulation 261/2004 depending on whether BA can show that the flight delay was caused by 'extraordinary circumstances' and that it took 'all reasonable measures' to avoid the resulting delay. Also, airlines do not usually entertain claims for consequential losses (for example, the cost of prepaid accomodation which you can't now use), so you would need to look to your travel insurance for these costs.
EU Regulation 261/2004 does not cover delayed/damaged/lost baggage. The Montreal Convention sets an upper limit for delayed/damaged/lost baggage compensation. For more information, visit the BA.com webpage on delayed/damaged/lost baggage.
You can read the forum thread for guidance on EU Regulation 261/2004 or check back on these forums later for more advice on claiming, but first of all look after yourself during this disruption.
Claiming expenses incurred during the disruption
https://disruptionclaim.britishairways.com/
Historic update as of 18:55 on Saturday
All BA flights from LHR and LGW are cancelled for the remainder of the day (Saturday 27th May). This is due to a major systems outage of most of BA's computer systems. The original cause of the outage was a power failure from which BA has found it difficult to recover.
Because Call Centre systems are also down, and their own web pages may be affected, BA is encouraging affected customer to seek updates via BA Twitter feed and Facebook page.
Alex Cruz has indicated that those passengers who no longer wish to fly with BA on their booking for today will be "fast tracked" for refunds. However, no mechanism for this has yet been communicated (7pm Saturday). Again affected customers are asked to follow the relevant Twitter and Facebook communication channels.
There are reportedly long delays leaving the airport with some customers claiming delays of many hours.
PLEASE ASK ALL COMPENSATION RELATED QUESTIONS IN THE DEDICATED TOPIC: The 2017 BA compensation thread: Your guide to Regulation 261/2004. The full list of cancelled and delayed flights for Sunday is to be found here, though note that it is the arrival time that matters for delays.
Successful (or otherwise) reports for claims where the information would be of use to others would, however, be very welcome in this thread.
Monday flight cancellations for LHR listed here. Services to and from LGW, LCY and STN seem to be working more or less on time.. Telephone numbers for rebooking are in this post, note also the difference between what contact centres and airport staff can do, noted here.
Updated 29/05/2017 22:50 (UK time) Link to BA updates: https://www.britishairways.com/trave...VINF4more_news
Baggage
There are a significant number of bags at Heathrow which we will be reuniting with customers via couriers as soon as we can. This will be done free of charge. Please help us to get these to you as quickly as possible by ensuring we have your latest contact details by filing a delayed bag report.
If your journey was disrupted -
Because of the scale of the disruption, most passengers should expect to make their own arrangements to mitigate the disruption as BA will not have resources to assist all passengers. BA have a duty of care under EU Regulation 261/2004 and according to this letter handed out at Gatwick the following costs would usually be claimable from BA.
- £25 for reasonable meal/refeshment expenses (per adult per day)
- 2 reasonable phone calls per customer
If an overnight stay is required
- £200 for a hotel room (for 2 people)
- £50 Transport to/from the airport (round trip)
Although BA has suggested some guideline costs for duty of care, EU Regulation 261/2004 doesn't specify any monetary cap. By documenting (take a screen capture of a hotel comparison site for example) that there were no cheaper alternatives, it is possible that claims exceeding the guideline costs suggested by BA may be met. Expenses not covered by BA may be claimable from your travel insurance subject to possible policy excesses.
Duty of care is separate from fixed sum compensation (EUR 250 to 600 depending on the flight distance) for flight delays/cancellations, which may or may not be payable under EU Regulation 261/2004 depending on whether BA can show that the flight delay was caused by 'extraordinary circumstances' and that it took 'all reasonable measures' to avoid the resulting delay. Also, airlines do not usually entertain claims for consequential losses (for example, the cost of prepaid accomodation which you can't now use), so you would need to look to your travel insurance for these costs.
EU Regulation 261/2004 does not cover delayed/damaged/lost baggage. The Montreal Convention sets an upper limit for delayed/damaged/lost baggage compensation. For more information, visit the BA.com webpage on delayed/damaged/lost baggage.
You can read the forum thread for guidance on EU Regulation 261/2004 or check back on these forums later for more advice on claiming, but first of all look after yourself during this disruption.
Claiming expenses incurred during the disruption
https://disruptionclaim.britishairways.com/
Historic update as of 18:55 on Saturday
All BA flights from LHR and LGW are cancelled for the remainder of the day (Saturday 27th May). This is due to a major systems outage of most of BA's computer systems. The original cause of the outage was a power failure from which BA has found it difficult to recover.
Because Call Centre systems are also down, and their own web pages may be affected, BA is encouraging affected customer to seek updates via BA Twitter feed and Facebook page.
Alex Cruz has indicated that those passengers who no longer wish to fly with BA on their booking for today will be "fast tracked" for refunds. However, no mechanism for this has yet been communicated (7pm Saturday). Again affected customers are asked to follow the relevant Twitter and Facebook communication channels.
There are reportedly long delays leaving the airport with some customers claiming delays of many hours.
27 May 'worldwide' BA IT outage | practical assistance/advice [Clutter-free please]
#886
Join Date: Jun 2009
Location: Cairo
Programs: EK Skywards Gold, TK Elite Plus, QR Platinum, Bonvoy Titanium
Posts: 290
I managed to check in on line for my re-booked flight to FRA tomorrow (original itinerary CAI-LHR-FRA). Down graded to Y in order to catch the flight.
Hope my checked bag can be re-allocated to my new flight.
Any one have any advice about anything that can be done to increase the chances of this happening?
Hope my checked bag can be re-allocated to my new flight.
Any one have any advice about anything that can be done to increase the chances of this happening?
#887
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,818
Correct, as a general rule. However GLA is the sort of place which may be an exception due to aircraft positioning or some other factor which means the return flight does actually operate, or they cancel a return flight out of sequence. On longhaul a cancelled outbound will lead to a cancelled inbound, unless they did an empty positioning flight, which did happen yesterday.
#888
Join Date: Jul 2014
Location: Loud, dark, warm, lots of ethernet cables, and in some rack space.
Programs: AA:EXP
Posts: 369
BA 714 - LHR to ZRH is supposed to depart at 12:52. Delayed another 15 minutes. Now departing at 13:10. It's a good thing I never check-in any baggage. My flight is now leaving at 16:35
#889
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,818
I managed to check in on line for my re-booked flight to FRA tomorrow (original itinerary CAI-LHR-FRA). Down graded to Y in order to catch the flight.
Hope my checked bag can be re-allocated to my new flight.
Any one have any advice about anything that can be done to increase the chances of this happening?
Hope my checked bag can be re-allocated to my new flight.
Any one have any advice about anything that can be done to increase the chances of this happening?
#891
Join Date: Mar 2009
Location: London
Programs: BA CCR/GGL, Hilton Diamond
Posts: 3,483
Due to leave for MAN at 09.55 this morning. First flight cancelled and subsequent flight delayed to 14.29. If it wasn't for EU compensation and need for one more flight for my son's silver card I would have headed to the trains. It does look like the SH network is taking most of the pain.
#892
Join Date: Jun 2009
Location: Cairo
Programs: EK Skywards Gold, TK Elite Plus, QR Platinum, Bonvoy Titanium
Posts: 290
At LHR, firstly check when you go through Flight Connections for any information on the bag. Secondly as you go down the airbridge to the FRA service, after the final boarding pass scan, ask the BA staff member half way along to see if they can check your docket. I don't think it's going to improve your chances at that stage but at least you may get some information. Finally, and asssuming you booked via BA.com and close channels, and had your contact details in place (and didn't hammer your privacy settings), switch on your gizmo as you taxi into FRA and check emails / texts for any notifications.
Thanks c-w-s for your answer and all your other answers.
I'm already in central London though, having been told to leave the airport 4pm on Saturday afternoon. So I guess ask at check in then? Or is it worth going down to the baggage reclaim earlier (like today for example).
It seems to me that if any bag is in the automated system the computer can link to the booking reference and know the new flight and load the bag? They have 24 hours to do that.... let's see.....
#893
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,818
I'm already in central London though, having been told to leave the airport 4pm on Saturday afternoon. So I guess ask at check in then? Or is it worth going down to the baggage reclaim earlier (like today for example).
It seems to me that if any bag is in the automated system the computer can link to the booking reference and know the new flight and load the bag? They have 24 hours to do that.... let's see.....
It seems to me that if any bag is in the automated system the computer can link to the booking reference and know the new flight and load the bag? They have 24 hours to do that.... let's see.....
#894
Join Date: Jul 2008
Location: LAS ORD
Programs: AA Pro (mostly B6) OZ♦ (flying BR/UA), BA Silver Hyatt LT, Wynn Black, Cosmo Plat, Mlife Noir
Posts: 5,992
My flight was just canceled - BA mobile app and website return errors when I try to rebook. I assume I have not been proactively rebooked on a later flight and best plan to fly today is to book an alternate carrier?
#895
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,968
Probably not, but if you use myflights check the booking on the website or app as if there is a rebooking it may show on there even if you can't get at it on BA MMB or on the BA app.
#896
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,818
Depends on the destination and whether other flights are available. It's a bit difficult to give specific advice without specific details, but broadly speaking if you book an alternative carrier that will be for your own expense, however you would get a refund on the BA service if it was cancelled. If you can go on a later flight on BA you best call up, perhaps trying the Bremen number mentioned upthread.
#897
Join Date: Feb 2006
Location: YUL
Posts: 2,115
I suspect he told them he had to be at TXL early on Monday and they put him on this as the UA flight arrives at 0700.
#899
FlyerTalk Evangelist
Join Date: May 2014
Location: UK
Programs: BA Gold
Posts: 12,262
The apology hidden in the middle was weak and from an autocue without much compassion.
It's very disappointing he didn't touch on the ways in which customers can buy and be reimbursed for essentials - and any other compensation that may be due
It's very disappointing he didn't touch on the ways in which customers can buy and be reimbursed for essentials - and any other compensation that may be due