Originally Posted by
AJA_
Hi I have a follow up question to this.
I tried several more times over the weekend without success to submit the claim via the Delays, cancellations and diversions tab on the BA complaints page. It did as before and just would not find the booking.
As a last ditch attempt today I tried submitting a claim via the Bookings and reservations tab which I noticed is suitable for feedback or claims about flights or holiday bookings. I was able to complete everything and attached scanned copies of the boarding pass and the flight status page showing the very delayed arrival. I got an 8 digit case number with a message on screen saying that BA "will send an email to confirm that your case has been received". It also said the email should arrive shortly (this could take up to 24 hours. I asked my mum to check her email and thus far nothing has been received. So out of curiosity I just went into the BA page to Track an existing case and it shows the following:
Your case status
Closed
Your case has been closed and an email with the outcome has been sent to you. If you don't see it in your inbox, please check your junk or spam folder.
No email has been received. I asked my mum to check the junk or spam folder and nothing there either.
Should we wait 24 hours for any email to be received? If as I suspect we don't receive anything how do I reopen the case?
Reporting good news with this claim. I ended up writing a letter and sending it by snail mail to British Airways Customer Relations, EU Compensation Claims, PO Box 1126, Uxbridge, UB8 9XS quoting the 8 digit case reference mentioning that the case had been closed and asking for it to be re-opened.
Then got several holding emails apologising for the delay in looking at the case. But good news came on last Monday afternoon (10 Nov). BA apologised for the delay in dealing with the case but agreed that compensation was due. They also mentioned that there were two passengers on the booking therefore total compensation of £700 (being £350 ea) would be paid upon receipt of bank details. Replied to the email with requested details and expect money to be received shortly.
So although writing in is not recommended it does still work. Total of 8 weeks from sending letter to receiving confirmation compensation is due.