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27 May 'worldwide' BA IT outage | practical assistance/advice [Clutter-free please]

Old May 27, 2017, 9:25 am
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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

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

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.
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27 May 'worldwide' BA IT outage | practical assistance/advice [Clutter-free please]

Old May 27, 2017, 3:20 am
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27 May 'worldwide' BA IT outage | practical assistance/advice [Clutter-free please]

Just boarded an LGW flight manually. Apparently Fly is down 'worldwide.' We are leaving with 'no manifest' but I imagine we're one of the lucky ones...
tom139 is offline  
Old May 27, 2017, 3:22 am
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This could turn in to a very long day if this is true. No doubt there will be cancellations and delays if it's not resolved soon. Let's hope it's fixed PDQ.
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Old May 27, 2017, 3:27 am
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That sounds like nightmare for BA ops.
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Old May 27, 2017, 3:28 am
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Sat in T5 now, about to head to the gate for BA185 to EWR - check-in queues were already pretty bad when we went through at 07:15 - boarding pass print machines weren't working but agent was able to check us in manually at a desk, FLY being down would account for that.

Brother in law is checking in for his flight later today as I type, queues apparently worse now.
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Old May 27, 2017, 3:29 am
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Bother. Attempting to find delayed baggage at T5 currently, agent at baggage enquiries asked to call back in 20 minutes as "our systems have gone down."

About to speak to them again - I'll see what I can glean. I'm downstairs in arrivals - will try to pop upstairs to measure the carnage that is no doubt unfolding upstairs in departures.
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Old May 27, 2017, 3:33 am
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It's amazing how dependent T5 is on a single point of failure. There are even queues to get into the lounges as Names, Flight and BAEC numbers are being written manually into printed record sheets. Even the flight departure screens are on the blink and staff reverting to PA announcements of flights boarding. Definite prospect of departure delays as the day goes on
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Old May 27, 2017, 3:40 am
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Whopping great queues outside the BA gates in T3 as well just now, understandably taking much longer to process people into the seating areas.
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Old May 27, 2017, 3:42 am
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I wondered why I couldn't download my boarding pass for a back to back flight...whoops!
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Old May 27, 2017, 3:44 am
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Queuing just outside of the terminal to get to the first checking desks at T5
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Old May 27, 2017, 3:50 am
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Originally Posted by pjh981
It's amazing how dependent T5 is on a single point of failure.
I don't think it's surprising that it's dependent on one integrated system. What's amazing is how horribly unreliable that system is.
Ldnn1 is online now  
Old May 27, 2017, 4:01 am
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At least it seems to be a reasonably quiet Saturday at T5...at least that's the impression I have airside in transit.
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Old May 27, 2017, 4:01 am
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We queued for about 20 mins for First wing, staff are using a backup system for baggage / BPs which is slower apparently. Monstrous queues throughout the airport- ensconced in GF now and relatively peaceful! Not seen much evidence of delays / cancellations so far- we're on the HND flight so a while to go yet...
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Old May 27, 2017, 4:05 am
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Brother-in-law is reporting glacially slow progress land-side, fingers crossed it doesn't propagate into delays/cancellations - at C65 waiting to board, the gate is surprisingly quiet for T-30-minutes ...
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Old May 27, 2017, 4:16 am
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Mrs Silk Cut's BHD-LHR flight has been returned to the gate- now in limbo. Could be a long day....
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Old May 27, 2017, 4:23 am
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I'm on 417 in LUX, taxied out to runway, waited 15 mins for manifest, and now returned to stand. Might be sat here a while!
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