Originally Posted by
missdimeaner
Thank you all for your input. BA didn't contact me - I had to phone them.
No ATC disruptions at the time of my flight and I have escalated it (which should take 2 weeks so I've been told). If BA still don't budge I will go the MCOL route.
From what I can make out, Customer Relations can decided straightforward cases immediately, and these are the ones which seem - based on the anecdotes in this thread - to be resolved in a week or two. So if a flight was delayed 4 hours on a sunny day then it's easy enough to press the payment button. If there is any complexity it needs to go to a specialist team that can make sense of the information on the internal system and decide if it's extraordinary or not. "Crew" + 9 days out is rarely if ever extraordinary, but I suspect the agent didn't know enough about the details of EC261 to be sure and thus referred it. That specialist team is presumably wading through a large backlog from the FLY plus weather issues a few weeks back.