May 27, 2017, 8:25 am
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.
- Ł25 for reasonable meal/refeshment expenses (per adult per day)
- 2 reasonable phone calls per customer
If an overnight stay is required
- Ł200 for a hotel room (for 2 people)
- Ł50 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]
May 30, 2017, 6:43 am
#1156
Join Date: Jun 2007
Programs: BAEC Silver
Posts: 117
Thanks CWS, really appreciate your swift guidance.
As an aside, I was due today to go and buy clothes to cover me for the rest of the trip. Presumably I should now only buy clothes for today and tomorrow now that it looks like my bags are arriving to avoid BA rejecting my claim for expenses?
As an aside, I was due today to go and buy clothes to cover me for the rest of the trip. Presumably I should now only buy clothes for today and tomorrow now that it looks like my bags are arriving to avoid BA rejecting my claim for expenses?
May 30, 2017, 6:50 am
#1157
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: 63,736
Thanks CWS, really appreciate your swift guidance.
As an aside, I was due today to go and buy clothes to cover me for the rest of the trip. Presumably I should now only buy clothes for today and tomorrow now that it looks like my bags are arriving to avoid BA rejecting my claim for expenses?
As an aside, I was due today to go and buy clothes to cover me for the rest of the trip. Presumably I should now only buy clothes for today and tomorrow now that it looks like my bags are arriving to avoid BA rejecting my claim for expenses?
May 30, 2017, 7:42 am
#1158
FlyerTalk Evangelist
Join Date: Mar 2013
Location: London
Posts: 17,007
I would suggest keeping your world tracer details updated with where you want the bag to go. I have had a bag follow me around Europe before; it happens, it isn't "one attempted delivery and we destroy the bag".
May 30, 2017, 7:46 am
#1159
Join Date: Mar 2008
Location: LHR/LGW
Programs: LH *G (SEN), VS Silver, BA Silver, Goldpointplus Gold, Marriott Silver, Accor silver, *ACP
Posts: 443
Hi - did a search of this thread, but with 78 pages, didn't find the answer (apologies if already answered). I thought I'd leave it a couple of days and hope the phone lines, etc had calmed down.
Question - how do I actually apply to get a refund for my cancelled flight?
At ABZ airport the BA rep (agency staff, I think) said "apply online", the email from BA says "apply via BA.com" and when I phone the blue line the recorded message says "we cannot help you with refunds, please visit our website".
OK, sure, I am happy to do it online, but where on BA.com do I click? When I go to manage my booking, and input my locator, it says "Sorry, we are unable to display your booking as all the flights have been flown." Where's the page or link to "apply for a refund".
(I already have the link for compensation and claiming hotel, etc. but there's nothing on that page for getting original flight refund).
Question - how do I actually apply to get a refund for my cancelled flight?
At ABZ airport the BA rep (agency staff, I think) said "apply online", the email from BA says "apply via BA.com" and when I phone the blue line the recorded message says "we cannot help you with refunds, please visit our website".
OK, sure, I am happy to do it online, but where on BA.com do I click? When I go to manage my booking, and input my locator, it says "Sorry, we are unable to display your booking as all the flights have been flown." Where's the page or link to "apply for a refund".
(I already have the link for compensation and claiming hotel, etc. but there's nothing on that page for getting original flight refund).
May 30, 2017, 8:20 am
#1160
Join Date: Nov 2012
Location: Rhineland-Palatinate
Programs: *A Gold (A3), HHonor Gold
Posts: 5,684
Cool username 
I think the best way will be through Customer Service, via the Contact options.
Note that the normal route is via MMB and if this does not work, via phone according to BA:
https://www.britishairways.com/en-de...refund-options
I think the best way will be through Customer Service, via the Contact options.
Note that the normal route is via MMB and if this does not work, via phone according to BA:
https://www.britishairways.com/en-de...refund-options
May 30, 2017, 9:27 am
#1161
Join Date: Dec 2010
Location: UK
Programs: BAEC
Posts: 164
OLCI not working!
I've had the "Internal Server Error - Read" message. Once past this after trying a few times, if I use the MMB (without logging in) I am told "Sorry, we are unable to offer you Online Check-in for this flight on this occasion." If I log into my BAEC account, I am taken to the page to select number of checked bags but receive "Error- Please provide us with more information:- Permission check box (mandatory).", there is no check box to check.
I've had the "Internal Server Error - Read" message. Once past this after trying a few times, if I use the MMB (without logging in) I am told "Sorry, we are unable to offer you Online Check-in for this flight on this occasion." If I log into my BAEC account, I am taken to the page to select number of checked bags but receive "Error- Please provide us with more information:- Permission check box (mandatory).", there is no check box to check.
May 30, 2017, 9:37 am
#1162
Join Date: Feb 2015
Posts: 69
Colleague unable to check in trying on and off for the last hour. Message is:
Sorry, we are unable to offer you Online Check-in for this flight on this occasion.
To check in and receive your boarding pass, please contact the operating carrier at the airport.
To check in and receive your boarding pass, please contact the operating carrier at the airport.
May 30, 2017, 10:14 am
#1163
Join Date: Feb 2016
Posts: 22
OLCI not working!
I've had the "Internal Server Error - Read" message. Once past this after trying a few times, if I use the MMB (without logging in) I am told "Sorry, we are unable to offer you Online Check-in for this flight on this occasion." If I log into my BAEC account, I am taken to the page to select number of checked bags but receive "Error- Please provide us with more information:- Permission check box (mandatory).", there is no check box to check.
I've had the "Internal Server Error - Read" message. Once past this after trying a few times, if I use the MMB (without logging in) I am told "Sorry, we are unable to offer you Online Check-in for this flight on this occasion." If I log into my BAEC account, I am taken to the page to select number of checked bags but receive "Error- Please provide us with more information:- Permission check box (mandatory).", there is no check box to check.
May 30, 2017, 10:18 am
#1164
Join Date: Jul 2009
Programs: BAEC Silver, IHG Diamond
Posts: 7,747
I put in a claim for my cancelled flight on Saturday, and then having to buy a train ticket home, some food and parking.
Also mentioned the fact I couldn't get to the following day's flights.
They've refunded all my flights but refused the train fare home. No mention of anything else.
The email seems to imply that they are bending the rules with regards to my non-cancelled flights possibly as I'm GGL.
Not sure if a second email is connected with this or EU261 as it doesn't quite say but it does have a different case number.
Also mentioned the fact I couldn't get to the following day's flights.
They've refunded all my flights but refused the train fare home. No mention of anything else.
The email seems to imply that they are bending the rules with regards to my non-cancelled flights possibly as I'm GGL.
Not sure if a second email is connected with this or EU261 as it doesn't quite say but it does have a different case number.
Last edited by xenole; May 30, 2017 at 12:45 pm
May 30, 2017, 4:05 pm
#1165
Join Date: Aug 2001
Posts: 9,672
So, to be clear, there are at least 3 forms to complete:
disruptionclaim.britishairways.com is for reimbursing hotel, airport transfers, and food
baggageclaim.britishairways.com is for reimbursing essential items purchased b/c baggage wasn't available
Delayed Baggage form is for getting the checked bag shipped back via courier
Anything else?
disruptionclaim.britishairways.com is for reimbursing hotel, airport transfers, and food
baggageclaim.britishairways.com is for reimbursing essential items purchased b/c baggage wasn't available
Delayed Baggage form is for getting the checked bag shipped back via courier
Anything else?
May 30, 2017, 4:14 pm
#1166
Join Date: Aug 2015
Location: Somewhere around Europe...
Programs: BA Gold; MB Ti; HH Diamond; IHG Plat; RR Gold
Posts: 530
So, to be clear, there are at least 3 forms to complete:
disruptionclaim.britishairways.com is for reimbursing hotel, airport transfers, and food
baggageclaim.britishairways.com is for reimbursing essential items purchased b/c baggage wasn't available
Delayed Baggage form is for getting the checked bag shipped back via courier
Anything else?
disruptionclaim.britishairways.com is for reimbursing hotel, airport transfers, and food
baggageclaim.britishairways.com is for reimbursing essential items purchased b/c baggage wasn't available
Delayed Baggage form is for getting the checked bag shipped back via courier
Anything else?
https://www.britishairways.com/trave...N_PHG_ALWAYSON
May 31, 2017, 7:15 am
#1167
Join Date: Jun 2007
Programs: BAEC Silver
Posts: 117
Finally arrived in SFO 24 hours later than expected, without the two bags I'd checked in on 27th May. Filled in a missing baggage form online and indicated that I'd like them to be delivered to my home address in London when found (as my trip to SFO is only five days long).
Cut to this morning when I receive a text saying 'Your bags have been found and will fly out on today's BA287 to SFO'. Is there a way to stop this and have them follow my initial instructions? Also, interestingly, when logging into the baggage tracker, my bags are still marked in red and as 'we are locating your baggage', but further down the update again shows that they're going to be put on today's BA287.
Cut to this morning when I receive a text saying 'Your bags have been found and will fly out on today's BA287 to SFO'. Is there a way to stop this and have them follow my initial instructions? Also, interestingly, when logging into the baggage tracker, my bags are still marked in red and as 'we are locating your baggage', but further down the update again shows that they're going to be put on today's BA287.
May 31, 2017, 7:17 am
#1168
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: 63,736
May 31, 2017, 9:10 am
#1169
Join Date: Feb 2017
Posts: 8
For anyone wondering about luggage, here's what happened to us.
Arrived at LHR on 27 May from Madrid and spent about four hours on the tarmac before getting out. At baggage claim we were told that no way would we get our luggage and that we should go home and report the bags as delayed online.
The online form didn't work (don't know whether it was because of the system issues or rather because we had IB coded bag references). Spent about two hours on the phone and got the report done on Sunday.
On Monday 29 May both bags were found (at different times), one was delivered at 2am on Tuesday night, the other on Tuesday morning. We're both BAEC Golds if that makes any difference.
Arrived at LHR on 27 May from Madrid and spent about four hours on the tarmac before getting out. At baggage claim we were told that no way would we get our luggage and that we should go home and report the bags as delayed online.
The online form didn't work (don't know whether it was because of the system issues or rather because we had IB coded bag references). Spent about two hours on the phone and got the report done on Sunday.
On Monday 29 May both bags were found (at different times), one was delivered at 2am on Tuesday night, the other on Tuesday morning. We're both BAEC Golds if that makes any difference.
May 31, 2017, 9:32 am
#1170
Join Date: Jun 2007
Programs: BAEC Silver
Posts: 117
Looks like I'm off to GAP again.