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.
- £25 for reasonable meal/refeshment expenses (per adult per day)
- 2 reasonable phone calls per customer
If an overnight stay is required
- £200 for a hotel room (for 2 people)
- £50 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, 8:35 am
#256
Join Date: Aug 2006
Location: In the sticks
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Posts: 1,831
May 27, 2017, 8:36 am
#257
Ambassador, British Airways; FlyerTalk Posting Legend
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May 27, 2017, 8:36 am
#258
Join Date: Feb 2013
Posts: 120
Currently at Krakow airport for the now cancelled 20.20. Got to airport extra early preparing to pay and claim back with insurance. As it turns out the ticket desk for Lufthansa also deals with BA and they happily rebooked us on business class back via FRA so didnt need to pay in the end. Should land back at LHR 10 mins later than originally scheduled with BA.
Irony is that we are now sat in the business lounge at KRK which we wouldn't have been entitled to had we flew with BA as they don't pay for lounge access here!
Irony is that we are now sat in the business lounge at KRK which we wouldn't have been entitled to had we flew with BA as they don't pay for lounge access here!
May 27, 2017, 8:37 am
#260
Join Date: Jun 2014
Location: London
Programs: BA GGL
Posts: 1,406
At T3 I felt the ground staff were being as proactive as they could be given their own lack of info. They used the tannoy to advise reclaim belts and were handing out preprinted blue leaflets advising of hotels and what people could claim. EC261 does get mentioned, but only in the context of duty of care and hotel/taxi costs for non residents stuck in London, i.e. Not the 600 euro bit that I could see.
Outside t3 galleries a Captain, his FO and his CC were taking charge of the situation re informing pax. He actually phoned Ops when it began circulating that the BBC all cancelled story might not be correct. Sadly it was, at which point we left. Thanks to the poster who told me the way out!
Outside t3 galleries a Captain, his FO and his CC were taking charge of the situation re informing pax. He actually phoned Ops when it began circulating that the BBC all cancelled story might not be correct. Sadly it was, at which point we left. Thanks to the poster who told me the way out!
May 27, 2017, 8:38 am
#261
Join Date: Aug 2006
Location: In the sticks
Programs: VS FC Gold, BA EC Gold, Amex Centurion, EK Gold, ex-G-ATVK driver
Posts: 1,831
May 27, 2017, 8:38 am
#262
Join Date: Feb 2012
Location: London
Programs: Sir Ratechaser Seigneur de la Patience d'un Saint (Mucci), BA Silver, Starbucks Gold
Posts: 2,561
Questions for the experts please... so I have a BA holidays booking, outbound (theoretically) tonight to DXB at 22.20. So, IF this is cancelled (which I'm seeing as a distinct possibility:
1) Can I just book myself and my family on an EK/QF flight one way and get this reimbursed by BA? Looks like we could do it for about £400 each
2) If the flight is cancelled, would the hotel booking in the package still be intact?
3) Likewise if the outbound flight is cancelled, would the return flight still be preserved?
Thanks... trying to figure out options here. Family do not see Devon as a reasonable alternative to Dubai!!!
1) Can I just book myself and my family on an EK/QF flight one way and get this reimbursed by BA? Looks like we could do it for about £400 each
2) If the flight is cancelled, would the hotel booking in the package still be intact?
3) Likewise if the outbound flight is cancelled, would the return flight still be preserved?
Thanks... trying to figure out options here. Family do not see Devon as a reasonable alternative to Dubai!!!
May 27, 2017, 8:39 am
#265
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Location: Leeds, UK
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May 27, 2017, 8:40 am
#266
Join Date: Jul 2012
Posts: 2,235
May 27, 2017, 8:41 am
#267
FlyerTalk Evangelist
Join Date: Jul 2009
Location: UK
Programs: Mucci, BA, AF
Posts: 10,129
I've got family on the 292 return tonight... hoping for the best.
May 27, 2017, 8:41 am
#268
Join Date: Jul 2009
Programs: BAEC Silver, IHG Diamond
Posts: 7,769
At least I'm fairly tipsy and still have 2.5 hours until my flight leaves. Expecting a night here at LHR at the very least though.
There hasn't been any announcements for ages now. It's as if they've just given up.
Really should have spent £5 a couple of days ago on a VTEC ticket back to Doncaster from Kings Cross. Might have been wasted, but good insurance.
There hasn't been any announcements for ages now. It's as if they've just given up.
Really should have spent £5 a couple of days ago on a VTEC ticket back to Doncaster from Kings Cross. Might have been wasted, but good insurance.
May 27, 2017, 8:41 am
#269
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See https://www.flightradar24.com/airport/lhr/departures for flights that have departed
May 27, 2017, 8:42 am
#270
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Just had a call from someone who I was talking to earlier for work. She said she'd heard something was up with BA at LHR but having checked the Heathrow website (because of issues with the BA site) she said there appeared to be no problems. I've now filled her in on the problems and suggested that she book another night at the hotel in London.