May 27, 2017, 8:25 am
Last edit by: NWIFlyer
All IT systems are back up and running and BA are operating normal flight schedules.
PLEASE ASK ALL COMPENSATION RELATED QUESTIONS IN THE DEDICATED TOPIC: The 2017 BA compensation thread: Your guide to Regulation 261/2004. The full list of cancelled and delayed flights for Sunday is to be found here, though note that it is the arrival time that matters for delays.
Successful (or otherwise) reports for claims where the information would be of use to others would, however, be very welcome in this thread.
Monday flight cancellations for LHR listed here. Services to and from LGW, LCY and STN seem to be working more or less on time.. Telephone numbers for rebooking are in this post, note also the difference between what contact centres and airport staff can do, noted here.
Updated 29/05/2017 22:50 (UK time) Link to BA updates: https://www.britishairways.com/trave...VINF4more_news
Baggage
There are a significant number of bags at Heathrow which we will be reuniting with customers via couriers as soon as we can. This will be done free of charge. Please help us to get these to you as quickly as possible by ensuring we have your latest contact details by filing a delayed bag report.
If your journey was disrupted -
Because of the scale of the disruption, most passengers should expect to make their own arrangements to mitigate the disruption as BA will not have resources to assist all passengers. BA have a duty of care under EU Regulation 261/2004 and according to this letter handed out at Gatwick the following costs would usually be claimable from BA.
If an overnight stay is required
Although BA has suggested some guideline costs for duty of care, EU Regulation 261/2004 doesn't specify any monetary cap. By documenting (take a screen capture of a hotel comparison site for example) that there were no cheaper alternatives, it is possible that claims exceeding the guideline costs suggested by BA may be met. Expenses not covered by BA may be claimable from your travel insurance subject to possible policy excesses.
Duty of care is separate from fixed sum compensation (EUR 250 to 600 depending on the flight distance) for flight delays/cancellations, which may or may not be payable under EU Regulation 261/2004 depending on whether BA can show that the flight delay was caused by 'extraordinary circumstances' and that it took 'all reasonable measures' to avoid the resulting delay. Also, airlines do not usually entertain claims for consequential losses (for example, the cost of prepaid accomodation which you can't now use), so you would need to look to your travel insurance for these costs.
EU Regulation 261/2004 does not cover delayed/damaged/lost baggage. The Montreal Convention sets an upper limit for delayed/damaged/lost baggage compensation. For more information, visit the BA.com webpage on delayed/damaged/lost baggage.
You can read the forum thread for guidance on EU Regulation 261/2004 or check back on these forums later for more advice on claiming, but first of all look after yourself during this disruption.
Claiming expenses incurred during the disruption
https://disruptionclaim.britishairways.com/
Historic update as of 18:55 on Saturday
All BA flights from LHR and LGW are cancelled for the remainder of the day (Saturday 27th May). This is due to a major systems outage of most of BA's computer systems. The original cause of the outage was a power failure from which BA has found it difficult to recover.
Because Call Centre systems are also down, and their own web pages may be affected, BA is encouraging affected customer to seek updates via BA Twitter feed and Facebook page.
Alex Cruz has indicated that those passengers who no longer wish to fly with BA on their booking for today will be "fast tracked" for refunds. However, no mechanism for this has yet been communicated (7pm Saturday). Again affected customers are asked to follow the relevant Twitter and Facebook communication channels.
There are reportedly long delays leaving the airport with some customers claiming delays of many hours.
PLEASE ASK ALL COMPENSATION RELATED QUESTIONS IN THE DEDICATED TOPIC: The 2017 BA compensation thread: Your guide to Regulation 261/2004. The full list of cancelled and delayed flights for Sunday is to be found here, though note that it is the arrival time that matters for delays.
Successful (or otherwise) reports for claims where the information would be of use to others would, however, be very welcome in this thread.
Monday flight cancellations for LHR listed here. Services to and from LGW, LCY and STN seem to be working more or less on time.. Telephone numbers for rebooking are in this post, note also the difference between what contact centres and airport staff can do, noted here.
Updated 29/05/2017 22:50 (UK time) Link to BA updates: https://www.britishairways.com/trave...VINF4more_news
Baggage
There are a significant number of bags at Heathrow which we will be reuniting with customers via couriers as soon as we can. This will be done free of charge. Please help us to get these to you as quickly as possible by ensuring we have your latest contact details by filing a delayed bag report.
If your journey was disrupted -
Because of the scale of the disruption, most passengers should expect to make their own arrangements to mitigate the disruption as BA will not have resources to assist all passengers. BA have a duty of care under EU Regulation 261/2004 and according to this letter handed out at Gatwick the following costs would usually be claimable from BA.
- Ł25 for reasonable meal/refeshment expenses (per adult per day)
- 2 reasonable phone calls per customer
If an overnight stay is required
- Ł200 for a hotel room (for 2 people)
- Ł50 Transport to/from the airport (round trip)
Although BA has suggested some guideline costs for duty of care, EU Regulation 261/2004 doesn't specify any monetary cap. By documenting (take a screen capture of a hotel comparison site for example) that there were no cheaper alternatives, it is possible that claims exceeding the guideline costs suggested by BA may be met. Expenses not covered by BA may be claimable from your travel insurance subject to possible policy excesses.
Duty of care is separate from fixed sum compensation (EUR 250 to 600 depending on the flight distance) for flight delays/cancellations, which may or may not be payable under EU Regulation 261/2004 depending on whether BA can show that the flight delay was caused by 'extraordinary circumstances' and that it took 'all reasonable measures' to avoid the resulting delay. Also, airlines do not usually entertain claims for consequential losses (for example, the cost of prepaid accomodation which you can't now use), so you would need to look to your travel insurance for these costs.
EU Regulation 261/2004 does not cover delayed/damaged/lost baggage. The Montreal Convention sets an upper limit for delayed/damaged/lost baggage compensation. For more information, visit the BA.com webpage on delayed/damaged/lost baggage.
You can read the forum thread for guidance on EU Regulation 261/2004 or check back on these forums later for more advice on claiming, but first of all look after yourself during this disruption.
Claiming expenses incurred during the disruption
https://disruptionclaim.britishairways.com/
Historic update as of 18:55 on Saturday
All BA flights from LHR and LGW are cancelled for the remainder of the day (Saturday 27th May). This is due to a major systems outage of most of BA's computer systems. The original cause of the outage was a power failure from which BA has found it difficult to recover.
Because Call Centre systems are also down, and their own web pages may be affected, BA is encouraging affected customer to seek updates via BA Twitter feed and Facebook page.
Alex Cruz has indicated that those passengers who no longer wish to fly with BA on their booking for today will be "fast tracked" for refunds. However, no mechanism for this has yet been communicated (7pm Saturday). Again affected customers are asked to follow the relevant Twitter and Facebook communication channels.
There are reportedly long delays leaving the airport with some customers claiming delays of many hours.
27 May 'worldwide' BA IT outage | practical assistance/advice [Clutter-free please]
May 27, 2017, 6:55 am
#151
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,924
Your flight is cancelled (assuming your are flying on BA) so you are entitled to a full refund (or rebooked flights) if you do not wish to continue with your journey. There is no need to remain at the airport if you do not intend to travel today.
May 27, 2017, 6:56 am
#152
Join Date: Jan 2009
Location: Northern Ireland
Programs: BA Silver, A3
Posts: 1,101
Ba.com working for me. No announcement of any problems that I can see. Waiting in DUB for the 12.50 departure. The earlier flight hasn't even boarded so guess we will he here for a while.
If we get to London very late and miss the reason for being there, special meal out tonight, are we just supposed to shrug our shoulders?
If we get to London very late and miss the reason for being there, special meal out tonight, are we just supposed to shrug our shoulders?
May 27, 2017, 6:57 am
#153
Join Date: Aug 2013
Posts: 8,767
This will be an extremely difficult task as flights both on BA and other airlines will already be very busy.
Undoubtedly this will ruin the holidays and other plans of many thousands of people.
Good luck to all.
May 27, 2017, 6:58 am
#154
Join Date: Jul 2016
Posts: 47
May 27, 2017, 7:00 am
#155
Join Date: Oct 2007
Location: London
Programs: BA - Gold for Life, CCR & GGL; IC Spire Elite Ambassador; Diamond Hilton Honors; Hyatt Discoverist
Posts: 6,720
The far more pressing issue now is how to get all these affected passengers to where they need to be tonight, tomorrow and over the next few days.
This will be an extremely difficult task as flights both on BA and other airlines will already be very busy.
Undoubtedly this will ruin the holidays and other plans of many thousands of people. Good luck to all.
This will be an extremely difficult task as flights both on BA and other airlines will already be very busy.
Undoubtedly this will ruin the holidays and other plans of many thousands of people.
Good luck to all.(or am I supposed just to write 'This', which seems to the modern way?
)
Last edited by TravellerFrequently; May 27, 2017 at 7:07 am
May 27, 2017, 7:02 am
#156
Join Date: Oct 2007
Location: London
Programs: BA - Gold for Life, CCR & GGL; IC Spire Elite Ambassador; Diamond Hilton Honors; Hyatt Discoverist
Posts: 6,720
BBC.com:
" British Airways has issued a full statement after an IT failure caused mass cancellations of flights out of London airports:
"We have experienced a major IT system failure that is causing very severe disruption to our flight operations worldwide.
"The terminals at Heathrow and Gatwick have become extremely congested and we have cancelled all flights from Heathrow and Gatwick before 6pm UK time today, so please do not come to the airports.
"We will provide more information on ba.com, Twitter and through airport communication channels as soon as we can for flights due to depart after that time.
"We will be updating the situation via the media regularly throughout the day.
"We are extremely sorry for the inconvenience this is causing our customers and we are working to resolve the situation as quickly as possible.""
" British Airways has issued a full statement after an IT failure caused mass cancellations of flights out of London airports:
"We have experienced a major IT system failure that is causing very severe disruption to our flight operations worldwide.
"The terminals at Heathrow and Gatwick have become extremely congested and we have cancelled all flights from Heathrow and Gatwick before 6pm UK time today, so please do not come to the airports.
"We will provide more information on ba.com, Twitter and through airport communication channels as soon as we can for flights due to depart after that time.
"We will be updating the situation via the media regularly throughout the day.
"We are extremely sorry for the inconvenience this is causing our customers and we are working to resolve the situation as quickly as possible.""
May 27, 2017, 7:06 am
#159
Join Date: Feb 2012
Location: London
Programs: Sir Ratechaser Seigneur de la Patience d'un Saint (Mucci), BA Silver, Starbucks Gold
Posts: 2,556
The far more pressing issue now is how to get all these affected passengers to where they need to be tonight, tomorrow and over the next few days.
This will be an extremely difficult task as flights both on BA and other airlines will already be very busy.
Undoubtedly this will ruin the holidays and other plans of many thousands of people. Good luck to all.
This will be an extremely difficult task as flights both on BA and other airlines will already be very busy.
Undoubtedly this will ruin the holidays and other plans of many thousands of people.
Good luck to all.As an aside, it doesn't look like Heathrow's own website is reflecting the cancellations, e.g. BA107 to DXB is still showing 'go to gate' over an hour after departure time. I guess if my flight (BA105) does get out tonight, it will be absolutely rammed to help accommodate as many people as possible from that earlier flight.
May 27, 2017, 7:21 am
#161
Join Date: Jul 2009
Programs: BAEC Silver, IHG Diamond
Posts: 7,759
They keep announcing that everything up to 6pm is cancelled and that you can leave the terminal by gate A13.
Lots of people queuing to try and rebook etc. even though they keep saying they can't access anything so you can pretty much walk into any lounge including the CCR.
Lots of people queuing to try and rebook etc. even though they keep saying they can't access anything so you can pretty much walk into any lounge including the CCR.
May 27, 2017, 7:27 am
#162
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,924
They keep announcing that everything up to 6pm is cancelled and that you can leave the terminal by gate A13.
Lots of people queuing to try and rebook etc. even though they keep saying they can't access anything so you can pretty much walk into any lounge including the CCR.
Lots of people queuing to try and rebook etc. even though they keep saying they can't access anything so you can pretty much walk into any lounge including the CCR.
May 27, 2017, 7:27 am
#163
Join Date: Nov 2016
Location: London
Programs: BA Gold
Posts: 116
They keep announcing that everything up to 6pm is cancelled and that you can leave the terminal by gate A13.
Lots of people queuing to try and rebook etc. even though they keep saying they can't access anything so you can pretty much walk into any lounge including the CCR.
Lots of people queuing to try and rebook etc. even though they keep saying they can't access anything so you can pretty much walk into any lounge including the CCR.