mmogdan

My friend and his family just missed their BA flight from LIS due to long lines at passport control. They were booked to connect at LHR (all on one ticket) to JER.

The ground staff won’t do anything and when they call BA they say they need to book a new ticket.

Is this the case or could the flat tyre rule apply?

It was an Avios rewards ticket and the agent in the call centre told them since there’s no Avios availability there’s nothing they can do. I’m not even sure they can book a new ticket with the ban on new ticket sales from LHR (for the connecting flight to JER).

they were at the airport in good time and checked luggage.

i have personal experience of the contracted GroundForce staff being very unhelpful at LIS in the past.

How would FT recommend they proceed ?

thanks in advance