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, 9:48 am
#376
Join Date: Apr 2010
Location: East Anglia, England
Programs: BA Gold
Posts: 2,056
Well isn't this just ducky. I would hate to be at LHR or LGW right now. Then again, we're off to HAM on Monday morning and the last thing I wanted to do tomorrow is keep an eye on my phone 
BA really needs to learn how to throw its customers a bone. A cursory appearance by Senior management would not go amiss.
H
BA really needs to learn how to throw its customers a bone. A cursory appearance by Senior management would not go amiss.
H
May 27, 2017, 9:49 am
#377
Join Date: Jun 2008
Programs: Various memberships
Posts: 532
My son is due back from Rome tomorrow afternoon - just booked a flexible hotel room just in case (and before the get sold out if they cancel they flight).
Suggest others do the same if they can. I fear this could drag on a while.
Suggest others do the same if they can. I fear this could drag on a while.
May 27, 2017, 9:49 am
#378
Join Date: Jan 2015
Location: Southampton/London
Programs: BAEC: Gold, HiltonHonours: Gold
Posts: 164
flights (obviously) from Gibraltar have been cancelled, so i have been put into a hotel about 20miles away. Staff expect it to take a few days for BA to get people home, likely not from Gib either.
Looking at my options, i can get an iberia flight at 06:40 back to LHR via MAD, but dont want to go for that and then find that the MAD-LHR leg is cancelled to to having nowhere to go on the LHR end?
suggestions?
Looking at my options, i can get an iberia flight at 06:40 back to LHR via MAD, but dont want to go for that and then find that the MAD-LHR leg is cancelled to to having nowhere to go on the LHR end?
suggestions?
May 27, 2017, 9:49 am
#380
Join Date: Aug 2015
Location: Somewhere around Europe...
Programs: BA Gold; MB Ti; HH Diamond; IHG Plat; RR Gold
Posts: 530
If I were you I'd make a booking now, keep it as flexible obviously. Most flexible bookings can be cancelled by 4pm or 5pm on the day without charge; and you should know by then whether the aircraft has departed to position... just keep an eye on FR.
May 27, 2017, 9:50 am
#384
Suspended
Join Date: Jul 2013
Location: UK
Programs: BAEC GGL, HH DIAMOND, AVIS Presidents Club, Karahi Express
Posts: 1,229
May 27, 2017, 9:51 am
#385
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,476
Android app is updating and shows my 17:30 Ba559 FCO-LHR as delayed until 20:19
Not sure if that means anything though, ground staff here still saying everything is cancelled. Managed to grab a room at the Hilton at the airport as a backup for 232 euros so just about inside their reimbursable guidelines
Not sure if that means anything though, ground staff here still saying everything is cancelled. Managed to grab a room at the Hilton at the airport as a backup for 232 euros so just about inside their reimbursable guidelines
May 27, 2017, 9:52 am
#388
Join Date: Nov 2007
Location: SW London
Programs: BAEC Silver; Hilton Diamond;a miscellany of other hotel non-statuses
Posts: 3,607
What should I do?
18:15 Avios flight to ABZ but they're saying everything cancelled.
Couple of cash flights tomorrow from ABZ that I'm now not going to make.
Since they're saying leave the airport, I can easily book a train home tonight reasonably cheaply if I do it soon.
No idea how long it will take to leave though.
If I don't turn up tomorrow (already checked in), what happens? Can I claim anything?
18:15 Avios flight to ABZ but they're saying everything cancelled.
Couple of cash flights tomorrow from ABZ that I'm now not going to make.
Since they're saying leave the airport, I can easily book a train home tonight reasonably cheaply if I do it soon.
No idea how long it will take to leave though.
If I don't turn up tomorrow (already checked in), what happens? Can I claim anything?
Are tomorrow's flights with BA? If so you might want to see if anyone (lounge desk can be good for this) to make a change to tomorrow's flights (or at least make a note on it that you tried) given that BA may want some wriggle room to recover.