The 2017 BA compensation thread: Your guide to Regulation EC261/2004
Jun 15, 2017, 12:34 pm
#871
Join Date: Dec 2000
Location: Chicago, IL
Programs: AA EXP (LT Plat 2MM), Marriott Plat, IHG Plat, HHonors Diamond, Hyatt Plat, SPG Plat75, UA1K
Posts: 1,248
Somehow I feel getting my compensation will be a struggle:
1. Flew YVR-LHR on May 26th
2. Arrived May 27th to find onward LHR-JNB flight cancelled. Secured hotel in London, saved receipts for HEX, Meals, Hotel
3. Rebooked and flew LHR-JNB on May 28th and then completed rest of journey.
4. Returned to US on May 30th
5. Submitted claim on June 1st with receipts for expenses and for EC261
6. Spoke to representative June 9th and agent confirmed receipt of
documents and all of the amounts I had entered. Said it would be a few more days and they are trying to complete process as quickly as possible
7. Yesterday (June 14th) I receive an email from BA Customer service with a new case number responding to an email (that I didn't send) and asking me to resubmit all of the documentation. I mean, really, why wouldn't they just cross reference the booking number / ticket number that I provided on EVERYTHING before asking me for information as if I hadn't done anything. Responded back with the two pending case numbers asking them specifically what they need for me to do. I am not going to resubmit everything and then have to wait another two weeks nor do I want to "double submit" on claims and then get it caught up and have them think I am trying to defraud them.
Still have no idea how some folks have been making a single phone call and getting their reimbursements back in 3-4 days.
Grrrrr.
1. Flew YVR-LHR on May 26th
2. Arrived May 27th to find onward LHR-JNB flight cancelled. Secured hotel in London, saved receipts for HEX, Meals, Hotel
3. Rebooked and flew LHR-JNB on May 28th and then completed rest of journey.
4. Returned to US on May 30th
5. Submitted claim on June 1st with receipts for expenses and for EC261
6. Spoke to representative June 9th and agent confirmed receipt of
documents and all of the amounts I had entered. Said it would be a few more days and they are trying to complete process as quickly as possible
7. Yesterday (June 14th) I receive an email from BA Customer service with a new case number responding to an email (that I didn't send) and asking me to resubmit all of the documentation. I mean, really, why wouldn't they just cross reference the booking number / ticket number that I provided on EVERYTHING before asking me for information as if I hadn't done anything. Responded back with the two pending case numbers asking them specifically what they need for me to do. I am not going to resubmit everything and then have to wait another two weeks nor do I want to "double submit" on claims and then get it caught up and have them think I am trying to defraud them.
Still have no idea how some folks have been making a single phone call and getting their reimbursements back in 3-4 days.
Grrrrr.
Jun 15, 2017, 12:40 pm
#872
Join Date: Oct 2015
Posts: 207
Somehow I feel getting my compensation will be a struggle:
1. Flew YVR-LHR on May 26th
2. Arrived May 27th to find onward LHR-JNB flight cancelled. Secured hotel in London, saved receipts for HEX, Meals, Hotel
3. Rebooked and flew LHR-JNB on May 28th and then completed rest of journey.
4. Returned to US on May 30th
5. Submitted claim on June 1st with receipts for expenses and for EC261
6. Spoke to representative June 9th and agent confirmed receipt of
documents and all of the amounts I had entered. Said it would be a few more days and they are trying to complete process as quickly as possible
7. Yesterday (June 14th) I receive an email from BA Customer service with a new case number responding to an email (that I didn't send) and asking me to resubmit all of the documentation. I mean, really, why wouldn't they just cross reference the booking number / ticket number that I provided on EVERYTHING before asking me for information as if I hadn't done anything. Responded back with the two pending case numbers asking them specifically what they need for me to do. I am not going to resubmit everything and then have to wait another two weeks nor do I want to "double submit" on claims and then get it caught up and have them think I am trying to defraud them.
Still have no idea how some folks have been making a single phone call and getting their reimbursements back in 3-4 days.
Grrrrr.
1. Flew YVR-LHR on May 26th
2. Arrived May 27th to find onward LHR-JNB flight cancelled. Secured hotel in London, saved receipts for HEX, Meals, Hotel
3. Rebooked and flew LHR-JNB on May 28th and then completed rest of journey.
4. Returned to US on May 30th
5. Submitted claim on June 1st with receipts for expenses and for EC261
6. Spoke to representative June 9th and agent confirmed receipt of
documents and all of the amounts I had entered. Said it would be a few more days and they are trying to complete process as quickly as possible
7. Yesterday (June 14th) I receive an email from BA Customer service with a new case number responding to an email (that I didn't send) and asking me to resubmit all of the documentation. I mean, really, why wouldn't they just cross reference the booking number / ticket number that I provided on EVERYTHING before asking me for information as if I hadn't done anything. Responded back with the two pending case numbers asking them specifically what they need for me to do. I am not going to resubmit everything and then have to wait another two weeks nor do I want to "double submit" on claims and then get it caught up and have them think I am trying to defraud them.
Still have no idea how some folks have been making a single phone call and getting their reimbursements back in 3-4 days.
Grrrrr.
p.s. I am only claiming EU261 compensation with no other expenses claimed.
Jun 15, 2017, 1:18 pm
#873
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Original Poster
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,736
In a way the speed of the other refunds is curious: in usual circumstances it takes a good month or so to get EC261 (bit less for BAEC status cardholders) and they must have a mountain of claims at the moment.
Jun 16, 2017, 12:35 am
#874
Join Date: May 2013
Posts: 6,349
In probability I doubt that UA ever had a realistic chance of getting the baggage to the traveller on time, and I would thing it even more unlikely they will pay out (at least without a fight).
Jun 16, 2017, 3:34 am
#875
Join Date: Sep 2016
Posts: 26
My gripe is around the Amex 241 on a return cancelled leg. My current drafted email (not sent quite yet) is as follows:
However for some reason I am unable to confirm the cash rate of purchasing 20k Avios. When I go to this page: http://ba.com/purchaseavios and click on treat yourself it goes back to the BAEC homepage embedded in another. Can someone let me know the cash rate of 20k Avios.
With respect to the draft email, is there anything else you think I should add? I don't think BA are going to move for me that cost of the Companion travel was nil so I think I will need to escalate this to try and get a resolution.
I am still waiting for the Service Fees which I paid for this booking to be refunded to the credit card I made the booking with – please can you look into this and advise. Additionally, I have not received the EU261 Compensation and Disruption Expenses, though I note from your email of 13 June that these may take up to 5 working days to be processed.
With respect to the non-reinstatement of the American Express Companion Voucher (Amex 241) as it is part-flown, if you are not prepared to resolve this per my suggestion below, I would like you to issue a final response letter so that I can raise this complaint with CEDR (or any other appropriate body).
To confirm my situation, the return leg of my holiday: KLX-LHR was cancelled. For this flight I paid: 20k Avios + Amex 241 + 2k Avios + 2k Avios + Ł50 RFS fees. To date 24k Avios have been recredited to my account and nothing else. On 5 June 2017, I received an email from BA stating Amex 241 would be returned to my account. Your email on 14 June now states that it cannot be reinstated.
At the very least, if you cannot reinstate the Amex 241, you should recredit the equivalent number of Avios that effectively have been “saved” by using the Amex 241 being 20k Avios in my case. If you are not prepared to do this then I will be pursuing the equivalent cash equivalent of these Avios. Your current selling rate of 20k Avios is Łxxx. In all respects I believe that this is fair.
To say that the cost of the Companion travel is nil is not at all correct. The Amex 241 is not a free voucher. In order to obtain this voucher I had to pay an annual fee to American Express as well as incur significant expenditure on that credit card, which comes at a significant opportunity cost.
With respect to the non-reinstatement of the American Express Companion Voucher (Amex 241) as it is part-flown, if you are not prepared to resolve this per my suggestion below, I would like you to issue a final response letter so that I can raise this complaint with CEDR (or any other appropriate body).
To confirm my situation, the return leg of my holiday: KLX-LHR was cancelled. For this flight I paid: 20k Avios + Amex 241 + 2k Avios + 2k Avios + Ł50 RFS fees. To date 24k Avios have been recredited to my account and nothing else. On 5 June 2017, I received an email from BA stating Amex 241 would be returned to my account. Your email on 14 June now states that it cannot be reinstated.
At the very least, if you cannot reinstate the Amex 241, you should recredit the equivalent number of Avios that effectively have been “saved” by using the Amex 241 being 20k Avios in my case. If you are not prepared to do this then I will be pursuing the equivalent cash equivalent of these Avios. Your current selling rate of 20k Avios is Łxxx. In all respects I believe that this is fair.
To say that the cost of the Companion travel is nil is not at all correct. The Amex 241 is not a free voucher. In order to obtain this voucher I had to pay an annual fee to American Express as well as incur significant expenditure on that credit card, which comes at a significant opportunity cost.
However for some reason I am unable to confirm the cash rate of purchasing 20k Avios. When I go to this page: http://ba.com/purchaseavios and click on treat yourself it goes back to the BAEC homepage embedded in another. Can someone let me know the cash rate of 20k Avios.
With respect to the draft email, is there anything else you think I should add? I don't think BA are going to move for me that cost of the Companion travel was nil so I think I will need to escalate this to try and get a resolution.
Jun 16, 2017, 3:41 am
#876
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Original Poster
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,736
However for some reason I am unable to confirm the cash rate of purchasing 20k Avios. When I go to this page: http://ba.com/purchaseavios and click on treat yourself it goes back to the BAEC homepage embedded in another. Can someone let me know the cash rate of 20k Avios.
With respect to the draft email, is there anything else you think I should add? I don't think BA are going to move for me that cost of the Companion travel was nil so I think I will need to escalate this to try and get a resolution.
With respect to the draft email, is there anything else you think I should add? I don't think BA are going to move for me that cost of the Companion travel was nil so I think I will need to escalate this to try and get a resolution.
I think the email is reasonable. I would add a 16 day deadline in there, "after which time I will consider my options without further notice". Personally I would go MCOL rather CEDR on this, their track record in 2-4-1 isn't good.
Jun 16, 2017, 3:48 am
#877
Join Date: Sep 2016
Posts: 26
Thanks CWS. I'll PM you my email address as the screenprint would be useful. Also appreciate the advice re MCOL rather than CEDR on this one.
Jun 16, 2017, 8:10 am
#878
Join Date: Jan 2009
Location: Northern Ireland
Programs: BA Silver, A3
Posts: 1,101
Has anyone who made a simple claim (as in Flight cancelled on 27th May, looking for compensation) not had their claim processed?
I can't find where I asked advice previously but my claim was processed within a few days. Made 29th May, settled 3rd June but my partner's with exactly the same flights and claim date has only had the case allocated a number. (In fact we both had 2 case numbers allocated with my first one being processed)
Clicking on the link in the email, for an update, didn't copy the claim number across but all was filled in as required. I thought that an automatic acknowledgement for this would be received, but not.
Was I simply very lucky to have mine processed so quickly?
I can't find where I asked advice previously but my claim was processed within a few days. Made 29th May, settled 3rd June but my partner's with exactly the same flights and claim date has only had the case allocated a number. (In fact we both had 2 case numbers allocated with my first one being processed)
Clicking on the link in the email, for an update, didn't copy the claim number across but all was filled in as required. I thought that an automatic acknowledgement for this would be received, but not.
Was I simply very lucky to have mine processed so quickly?
Jun 16, 2017, 9:38 am
#879
Join Date: Dec 2000
Location: Chicago, IL
Programs: AA EXP (LT Plat 2MM), Marriott Plat, IHG Plat, HHonors Diamond, Hyatt Plat, SPG Plat75, UA1K
Posts: 1,248
Somehow I feel getting my compensation will be a struggle:
1. Flew YVR-LHR on May 26th
2. Arrived May 27th to find onward LHR-JNB flight cancelled. Secured hotel in London, saved receipts for HEX, Meals, Hotel
3. Rebooked and flew LHR-JNB on May 28th and then completed rest of journey.
4. Returned to US on May 30th
5. Submitted claim on June 1st with receipts for expenses and for EC261
6. Spoke to representative June 9th and agent confirmed receipt of
documents and all of the amounts I had entered. Said it would be a few more days and they are trying to complete process as quickly as possible
7. Yesterday (June 14th) I receive an email from BA Customer service with a new case number responding to an email (that I didn't send) and asking me to resubmit all of the documentation. I mean, really, why wouldn't they just cross reference the booking number / ticket number that I provided on EVERYTHING before asking me for information as if I hadn't done anything. Responded back with the two pending case numbers asking them specifically what they need for me to do. I am not going to resubmit everything and then have to wait another two weeks nor do I want to "double submit" on claims and then get it caught up and have them think I am trying to defraud them.
Still have no idea how some folks have been making a single phone call and getting their reimbursements back in 3-4 days.
Grrrrr.
1. Flew YVR-LHR on May 26th
2. Arrived May 27th to find onward LHR-JNB flight cancelled. Secured hotel in London, saved receipts for HEX, Meals, Hotel
3. Rebooked and flew LHR-JNB on May 28th and then completed rest of journey.
4. Returned to US on May 30th
5. Submitted claim on June 1st with receipts for expenses and for EC261
6. Spoke to representative June 9th and agent confirmed receipt of
documents and all of the amounts I had entered. Said it would be a few more days and they are trying to complete process as quickly as possible
7. Yesterday (June 14th) I receive an email from BA Customer service with a new case number responding to an email (that I didn't send) and asking me to resubmit all of the documentation. I mean, really, why wouldn't they just cross reference the booking number / ticket number that I provided on EVERYTHING before asking me for information as if I hadn't done anything. Responded back with the two pending case numbers asking them specifically what they need for me to do. I am not going to resubmit everything and then have to wait another two weeks nor do I want to "double submit" on claims and then get it caught up and have them think I am trying to defraud them.
Still have no idea how some folks have been making a single phone call and getting their reimbursements back in 3-4 days.
Grrrrr.
I understand that they have an ungodly amount of claims to process - just want to put this episode behind me.
Jun 16, 2017, 7:19 pm
#880
Join Date: Feb 2010
Location: ORD
Programs: US Air, UA BA LH AI DELTA MARRIOTT CHOICE SGP
Posts: 9,883
Cost to ba
Earlier I had asked if anyone knew or can guess the cost to BA of the IT glitch last May.
I found the answer today in a news report. Mr Walsh told the media that it will cost BA about $ 102 million USD. (75000 pax affected). A stiff cost for unplugging and plugging backa cable in the power outlet. Wonder what the damage is in PR & goodwill.
The Chairman assured that we will learn from this and apply it to our future processes (paraphrased). Now only if they would do that to plaints heard here on FT BA can return to its leader position.
I do have a 1.2 million USD suggestion : When I take US appliances that use 110 volts only to countries that use 220 volts, I have a large warning tag at the plug " WARNING, USE TRANSFORMER".
I found the answer today in a news report. Mr Walsh told the media that it will cost BA about $ 102 million USD. (75000 pax affected). A stiff cost for unplugging and plugging backa cable in the power outlet. Wonder what the damage is in PR & goodwill.
The Chairman assured that we will learn from this and apply it to our future processes (paraphrased). Now only if they would do that to plaints heard here on FT BA can return to its leader position.
I do have a 1.2 million USD suggestion : When I take US appliances that use 110 volts only to countries that use 220 volts, I have a large warning tag at the plug " WARNING, USE TRANSFORMER".
Jun 17, 2017, 3:42 am
#881
Join Date: Jul 2002
Location: Stirling, Scotland
Programs: Amex Centurion - BA Silver - IHG Diamond Elite - HHonors Diamond - M&M
Posts: 2,013
Jun 17, 2017, 4:12 am
#882
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Original Poster
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,736
Yes, it is the same case. It said bird strike was potentially extraordinary, but the way the airline recovers from a bird strike may well not be extraordinary.
Jun 17, 2017, 7:14 am
#883
Join Date: Jun 2009
Location: Cairo
Programs: EK Skywards Gold, TK Elite Plus, QR Platinum, Bonvoy Titanium
Posts: 290
My ticket was on 27 May, one reservation, one ticket, CAI-LHR-FRA, and CAI-LHR was ok, a few hours on the ground on arriving in LHR before de-planing. LHR-FRA was 2 days delayed (I flew 29 May). It should be 400 Euro, correct?
Thanks.
Jun 17, 2017, 8:30 am
#884
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Original Poster
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,736
Depends, BA may be correct here. If you look upthread, you will notice that BA (and most airlines) treat long -> short flights as if it was the short flight was cancelled, if the problem was solely on the short leg. As also indicated upthread, this is open to legal debate, nevertheless this is what BA does in reality. So on the face of it, they have paid the right amount here (given their normal approach) if the long flight was more-or-less ok. However, if the delay offloading in LHR meant that you would anyway have missed your connection and been more than 3 hours late thereby, then it's the 400€ limit that should apply. If there was a long connection time anyway then you are on the lower amount. If this is looking a bit murky, feel free to put your scheduled and actual timings down, there are quite a lot of variables here.
Jun 17, 2017, 2:53 pm
#885
Join Date: Mar 2009
Location: London
Programs: BA CCR/GGL, Hilton Diamond
Posts: 3,483
I was on a flight that was cancelled, and the subsequent flight (which was more than 3 hours later) was itself delayed by 3 hours. It was under 1,500km.
I may well not claim for double reimbursement, but it would be useful to know whether the cancellation and subsequent delay would be treated as one incident for EU compensation, or two. I couldn't see this scenario in the wiki - any expert comments?
I may well not claim for double reimbursement, but it would be useful to know whether the cancellation and subsequent delay would be treated as one incident for EU compensation, or two. I couldn't see this scenario in the wiki - any expert comments?