Originally Posted by docsxx

This is what I just got from BA:

Dear Mr docsxx

Thanks for your recent emails. I know how difficult it must have been for you when your flight from Hong Kong in Club World on 28 May was cancelled, particularly as we couldn’t offer you an earlier replacement flight. You’re clearly disappointed with how we handled this disruption and I’m so sorry we let you down.

As you’re probably aware, we experienced a major IT system failure on Saturday 27 May, which impacted the whole British Airways operation. All flights leaving London Heathrow and London Gatwick were affected with the majority being cancelled.

Due to the number of disrupted flights, London Heathrow was very congested. We worked hard to rebook our customers onto the next available flights over the course of the weekend.

Throughout this time, our main concern was for our customers, but it was difficult to keep you up-to-date on a changing situation. We did everything we could to minimise the effect this was having on our customers but I know this doesn’t change how this affected you.

Thanks for sending your receipts for your expenses. I’ve arranged a bank transfer of €2xx.xx and the money will be on your account shortly.

To make matters worse, we couldn’t offer you a seat in Club Europe on your new flight to xxx, and I’m sorry for the inconvenience we caused you. You’re entitled to the fare difference for this flight. I’ve passed on your details to our Refunds team and they’ll arrange a refund to the original form of payment. Please bear with us if this doesn’t happen straightaway. As I’m sure you can imagine, we’re dealing with many more refund requests than usual right now.

In addition to the refund, you’re entitled to a cash compensation of £30.00 and I’ve raised a bank transfer of €34.39 for you.

We take all reasonable measures to avoid cancelling a flight and we’ll always consider if there are any operational options available before we make a decision. However, I’ve checked the details of your journey and I’m pleased to advise you’re entitled to compensation for the cancellation of your flight BA0032 on 28 May 2017.

The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with EU legislation. This means you’re entitled to €600.00 in compensation. I’ve arranged a transfer to your account.

We’re very grateful you’ve taken the time to let us know what happened. It’s only through your comments we’re able to focus on areas where we need to improve and I know our Operations Manager will value your insight.

Thanks again for getting in touch. We value your support as a Gold member of our Executive Club and I hope you enjoy your flight with us on 29 June. Please feel free to contact me directly using the blue link below if I can help you with anything else.

Best regards

xxx
British Airways Customer Relations