Dec 11, 2017, 3:39 am
Last edit by: corporate-wage-slave
BA current newsflash here / London Cancellation list for Tuesday here
Rebooking policy for operating flights on Monday and Tuesday here / EC261 main thread here
ba.com/helpme one stop shop on BA.com giving lots of advice and pointers to where to claim expenses.
For EC261, delay/cancellation compensation is not payable for this event but BA is still liable for the Regulation's “Right to care” provisions. Refreshments can be claimed after 2 hours of delay departing (3 hours for flights longer than LHR-Rome, 4 hours for longhaul), £200 guideline for hotels - OK to book your own and charge back. £50 guideline for taxis. Meals, drinks and communication costs are also covered. Keep / photo receipts. If on a Buy on Board aircraft, use Avios to buy items - it will be faster to refund. For missing baggage, it's OK to claim essential items, such as clothing, toiletries. Keep / photo the receipts.
Rebooking policy for operating flights on Monday and Tuesday here / EC261 main thread here
ba.com/helpme one stop shop on BA.com giving lots of advice and pointers to where to claim expenses.
For EC261, delay/cancellation compensation is not payable for this event but BA is still liable for the Regulation's “Right to care” provisions. Refreshments can be claimed after 2 hours of delay departing (3 hours for flights longer than LHR-Rome, 4 hours for longhaul), £200 guideline for hotels - OK to book your own and charge back. £50 guideline for taxis. Meals, drinks and communication costs are also covered. Keep / photo receipts. If on a Buy on Board aircraft, use Avios to buy items - it will be faster to refund. For missing baggage, it's OK to claim essential items, such as clothing, toiletries. Keep / photo the receipts.
Bad weather disruption - UK/AMS/NW Europe - 10 & 11 December 2017
Dec 11, 2017, 10:15 am
#481
Join Date: Jan 2017
Programs: HH - Gold, BA - Blue
Posts: 188
Trying to help some friends stuck in LHR where they have been told they can't get to their luggage during a long delay (they are not rebooked yet). Is there any way to insists on getting the luggage out? And if so, who would they need to speak to?
Thanks in advance for your help!
Thanks in advance for your help!
Dec 11, 2017, 10:44 am
#483
Join Date: Nov 2004
Location: Manhattan Beach, California
Programs: BMI Diamond Club Gold forever
Posts: 6,367
I’ve been chilling in the CX F lounge in T3 waiting for delayed LHR-YVR and once the earlier CX flight left it got quiet in here. But I ventured out to a shop and the public areas of T3 are still busy. It’s gonna take a few days to get this back to normal!
Dec 11, 2017, 10:50 am
#484
Join Date: Nov 2001
Location: Ontario, Canada
Programs: AC*SE MM, Hilton Gold, Marriott Gold, IHG Plat Amb
Posts: 3,439
Dec 11, 2017, 11:08 am
#485
FlyerTalk Evangelist
Join Date: Nov 2011
Location: Brighton. UK
Programs: BA Gold / VS /IHG Diamond & Ambassador
Posts: 14,198
Stuck in Amsterdam after flight to LGW cancelled.
spoke to a very competent member of Dutch staff on the phone (I was still in central Amsterdam)
ok to stay in same hotel just send the bill in.
rebooked for Wednesday so am getting the train back tomorrow and sending BA the bill
have neither cancelled nor accepted the offered rebooking for Wednesday yet - what do the experts advise at this stage.
spoke to a very competent member of Dutch staff on the phone (I was still in central Amsterdam)
ok to stay in same hotel just send the bill in.
rebooked for Wednesday so am getting the train back tomorrow and sending BA the bill
have neither cancelled nor accepted the offered rebooking for Wednesday yet - what do the experts advise at this stage.
Dec 11, 2017, 11:26 am
#487
Join Date: Jan 2016
Location: EDI
Programs: BAEC
Posts: 466
I'm also on BA441 tomorrow. I had to head back to the east of the Netherlands, so hopefully they will cancel it nice and early again or I may find myself on the train for 6 hours (and have an ex-OSL to catch on Friday!).
Dec 11, 2017, 11:30 am
#488
Join Date: Jun 2015
Location: The Hague/London
Programs: BA GGL/CCR, BA LTG, Hilton Diamond, FB Platinum, EK Gold
Posts: 366
Dec 11, 2017, 11:40 am
#489
Join Date: Feb 2003
Location: Austria (Vbg)
Programs: LX SEN, BA Gfl/GGL, IC Dia, HH Dia, Hyatt LT GLOB
Posts: 1,585
Two ZRH-LHR flights cancelled tomorrow (the early morning one and the lunch/early afternoon rotation); was booked on the second one, got an Email and SMS some minutes ago. MMB wasn't working respectively no flights options were provided, so called GGL. Was fearing the worst but luckily got through to an agent immediately. Had done my reseearch via expertflyer before calling and noticed that the flight earlier on was still showing availability in CE. All confirmed and new ticket issued within minutes. ^
Flying more than 2h earlier means cancelling one meeting in ZRH, but still way better than what other passengers had/have to go through. Well, maybe the longer layover in LHR might be a good idea anyway based on the current disruption
Flying more than 2h earlier means cancelling one meeting in ZRH, but still way better than what other passengers had/have to go through. Well, maybe the longer layover in LHR might be a good idea anyway based on the current disruption
Dec 11, 2017, 11:48 am
#490
Join Date: Sep 2017
Programs: emirates british airways priority pass
Posts: 27
Thanks!
Dec 11, 2017, 3:11 pm
#492
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: 63,811
An update from T5 today. Airside was reasonably OK, as you would expect if you have removed a third of the passengers. Flight Connections had queues but they didn't look too bad. Apparently there were more substantial queues mid morning.
Landside, again reasonably quiet. There were trolleys with water bottles all over the terminal, and staff were handing out boxes of sandwiches (Prêt!) fairly freely. The were teams of Waterside's finest wearing smart "Customer Response Team" gilets (Alex: what happened to my one?) but essentially they were handing out sandwiches, apology letters, the CAA's EC261 blue leaflet and meal vouchers. Problem cases - older passengers essentially - were being helped with hotels. However they were doing their best to prevent people rebooking at the airport - it must have been going on, at least on the quiet, and I think in The First Wing, but broadly the message was as per the letter below: go home and ring up. I gather that though there were delays on the Contact Centre lines, mostly calls were being answered after a 20 minute or so wait.
Zone E was therefore fully tensa'd off from way back, the screens above those desks just gave the 0800 number to call. Flight Management in Zone A was open, but they were trying to minimise its use.
The people who I felt sorry for were those who didn't speak English and couldn't understand what was happening to them. I helped translate for one couple originally from Iraq, they had heard nothing in advance about the problems and were woefully unprepared for this (clearly not their fault). Their flight to ARN (where they lived) had been cancelled, something that wasn't clear to them to begin with, and the Watersider invited them to call Newcastle. We tried on their Swedish pay as you go telephone didn't have enough credit to call the Newcastle number. The Watersider then tried on his telephone, got through, but was immediately stopped by a combination of the language barrier and the fact that it was a travel agency that had booked their tickets. At which point a BA agent did intervene and took them to Zone A but I suspect it was only the hard cases that ended up that way. One anecdote, almost certainly an extreme one, which was sympathetically handled, but I did feel sorry for the couple who looked very upset. They were on their way back from a funeral of a family member.
This was the letter they and others were given. The suggestion to call the travel agent (where applicable) makes a great deal of sense given the ticketing ownership issues, however it should be pointed out that under EC261 it is actually the airline's responsibility - and more to the point, liability.
In addition to the telephone number (which seems to go straight into the agents' queue rather than an IVR menu) note this useful "all in one place" webpage:
ba.com/helpme
Landside, again reasonably quiet. There were trolleys with water bottles all over the terminal, and staff were handing out boxes of sandwiches (Prêt!) fairly freely. The were teams of Waterside's finest wearing smart "Customer Response Team" gilets (Alex: what happened to my one?) but essentially they were handing out sandwiches, apology letters, the CAA's EC261 blue leaflet and meal vouchers. Problem cases - older passengers essentially - were being helped with hotels. However they were doing their best to prevent people rebooking at the airport - it must have been going on, at least on the quiet, and I think in The First Wing, but broadly the message was as per the letter below: go home and ring up. I gather that though there were delays on the Contact Centre lines, mostly calls were being answered after a 20 minute or so wait.
Zone E was therefore fully tensa'd off from way back, the screens above those desks just gave the 0800 number to call. Flight Management in Zone A was open, but they were trying to minimise its use.
The people who I felt sorry for were those who didn't speak English and couldn't understand what was happening to them. I helped translate for one couple originally from Iraq, they had heard nothing in advance about the problems and were woefully unprepared for this (clearly not their fault). Their flight to ARN (where they lived) had been cancelled, something that wasn't clear to them to begin with, and the Watersider invited them to call Newcastle. We tried on their Swedish pay as you go telephone didn't have enough credit to call the Newcastle number. The Watersider then tried on his telephone, got through, but was immediately stopped by a combination of the language barrier and the fact that it was a travel agency that had booked their tickets. At which point a BA agent did intervene and took them to Zone A but I suspect it was only the hard cases that ended up that way. One anecdote, almost certainly an extreme one, which was sympathetically handled, but I did feel sorry for the couple who looked very upset. They were on their way back from a funeral of a family member.
This was the letter they and others were given. The suggestion to call the travel agent (where applicable) makes a great deal of sense given the ticketing ownership issues, however it should be pointed out that under EC261 it is actually the airline's responsibility - and more to the point, liability.
In addition to the telephone number (which seems to go straight into the agents' queue rather than an IVR menu) note this useful "all in one place" webpage:
ba.com/helpme
Dec 11, 2017, 3:46 pm
#493
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: 63,811
Monday's full cancellation list, a few more from this morning (154 for LHR, so an extra 7 or so compared to this morning, the first one is actually from Sunday). LCY picked up some cancellations today too. I've not done an analysis on this, but from a cursory inspection of the delays, they are a lot lower than yesterday. There were some diversions to LGW (e.g. a DUS service early this morning) but I'm not aware of any more than that.
For tomorrow Tuesday there are already some cancellations in the system but nothing like the same scale as today.
BA0153 IKA 21:35
BA1414 BHD 06:20
BA0832 DUB 06:25
BA0428 AMS 06:45
BA0812 CPH 06:45
BA0724 GVA 07:00
BA0948 MUC 07:00
BA0964 HAM 07:00
BA0696 VIE 07:05
BA0710 ZRH 07:05
BA0936 DUS 07:10
BA1370 MAN 07:10
BA0548 FCO 07:15
BA0776 ARN 07:15
BA0918 STR 07:15
BA0762 OSL 07:25
BA1346 LBA 07:35
BA0372 TLS 07:40
BA0572 MXP 07:40
BA1474 GLA 07:40
BA0478 BCN 07:45
BA0976 HAJ 07:50
BA1434 EDI 08:00
BA1306 ABZ 08:05
BA1386 MAN 08:05
BA0430 AMS 08:15
BA0830 DUB 08:20
BA0906 FRA 08:20
BA0306 CDG 08:25
BA0392 BRU 08:25
BA0342 NCE 08:30
BA0540 BLQ 08:35
BA0992 TXL 08:40
BA0578 VCE 08:50
BA0950 MUC 08:55
BA0712 ZRH 09:05
BA0576 LIN 09:20
BA0878 LED 09:25
BA0962 HAM 09:40
BA1326 NCL 09:45
BA0346 NCE 10:00
BA0886 OTP 10:00
BA0982 TXL 10:10
BA0235 DME 10:15
BA0474 BCN 10:15
BA0588 LIN 10:25
BA0834 DUB 10:35
BA1482 GLA 10:40
BA0185 EWR 10:50
BA0396 BRU 10:55
BA0434 AMS 10:55
BA0800 KEF 10:55
BA0604 PSA 11:00
BA0368 MRS 11:05
BA0213 BOS 11:15
BA0816 CPH 11:15
BA0173 JFK 11:20
BA0217 IAD 11:25
BA0249 GIG 11:35
BA0510 MAD 11:35
BA0308 CDG 11:45
BA0730 GVA 11:45
BA0754 BSL 11:50
BA0632 ATH 11:55
BA0295 ORD 12:05
BA1372 MAN 12:05
BA0952 MUC 12:10
BA1332 NCL 12:15
BA1342 LBA 12:20
BA0281 LAX 12:30
BA0766 OSL 12:35
BA0702 VIE 12:40
BA0067 PHL 12:45
BA0279 SJC 12:50
BA0438 AMS 12:50
BA0560 FCO 12:50
BA1416 BHD 12:50
BA0940 DUS 13:05
BA1484 GLA 13:05
BA0866 BUD 13:15
BA0460 MAD 13:20
BA0378 TLS 13:25
BA0780 ARN 13:25
BA0402 BRU 13:30
BA0103 YYC 13:35
BA0358 LYS 13:35
BA0273 SAN 13:45
BA0005 NRT 13:50
BA0994 TXL 13:55
BA0722 GVA 14:00
BA0908 FRA 14:10
BA0954 MUC 14:10
BA1448 EDI 14:10
BA0035 MAA 14:20
BA0446 AMS 14:20
BA1312 ABZ 14:25
BA0289 PHX 14:30
BA0856 PRG 14:40
BA0792 GOT 14:50
BA0197 IAH 14:55
BA0568 LIN 14:55
BA0502 LIS 15:00
BA0734 GVA 15:00
BA0806 BLL 15:05
BA0316 CDG 15:10
BA0398 BRU 15:10
BA0718 ZRH 15:15
BA0418 LUX 15:35
BA0189 EWR 16:00
BA0468 BIO 16:05
BA0820 CPH 16:10
BA0680 IST 16:15
BA0039 PEK 16:20
BA0113 JFK 16:25
BA0486 BCN 16:30
BA0440 AMS 16:35
BA0464 MAD 16:40
BA1452 EDI 16:40
BA0838 DUB 16:55
BA1314 ABZ 16:55
BA0099 YYZ 17:05
BA0348 NCE 17:10
BA0520 MAD 17:10
BA1398 MAN 17:25
BA1336 NCL 17:30
BA0442 AMS 17:45
BA0884 OTP 17:45
BA1492 GLA 17:50
BA0328 CDG 17:55
BA0179 JFK 18:00
BA0742 GVA 18:10
BA0798 HEL 18:15
BA0558 FCO 18:20
BA1458 EDI 18:20
BA0404 BRU 18:30
BA0706 VIE 18:40
BA0988 TXL 18:40
BA0426 AMS 18:50
BA0972 HAM 19:05
BA0738 GVA 19:10
BA0756 BSL 19:10
BA0720 ZRH 19:15
BA0916 FRA 19:20
BA0444 AMS 19:35
BA0946 DUS 19:40
BA1338 NCL 19:40
BA0958 MUC 19:50
BA0786 ARN 19:55
BA1376 MAN 19:55
BA0970 HAJ 20:15
BA0352 NCE 20:35
BA1478 GLA 20:40
BA0199 BOM 20:50
BA1464 EDI 20:55
BA0123 DOH 21:00
LGW cancellations
BA2760 AMS 11:45
BA2624 NCE 15:30
BA2762 AMS 15:45
LCY cancellation
BA8763 ZRH 07:00
BA8700 EDI 07:00
BA8489 AMS 11:00
BA8453 AMS 13:05
BA4455 RTM 13:30
BA8455 AMS 15:30
BA4457 RTM 16:35
BA8459 AMS 17:05
BA8457 AMS 18:50
BA4459 RTM 19:25
For tomorrow Tuesday there are already some cancellations in the system but nothing like the same scale as today.
BA0153 IKA 21:35
BA1414 BHD 06:20
BA0832 DUB 06:25
BA0428 AMS 06:45
BA0812 CPH 06:45
BA0724 GVA 07:00
BA0948 MUC 07:00
BA0964 HAM 07:00
BA0696 VIE 07:05
BA0710 ZRH 07:05
BA0936 DUS 07:10
BA1370 MAN 07:10
BA0548 FCO 07:15
BA0776 ARN 07:15
BA0918 STR 07:15
BA0762 OSL 07:25
BA1346 LBA 07:35
BA0372 TLS 07:40
BA0572 MXP 07:40
BA1474 GLA 07:40
BA0478 BCN 07:45
BA0976 HAJ 07:50
BA1434 EDI 08:00
BA1306 ABZ 08:05
BA1386 MAN 08:05
BA0430 AMS 08:15
BA0830 DUB 08:20
BA0906 FRA 08:20
BA0306 CDG 08:25
BA0392 BRU 08:25
BA0342 NCE 08:30
BA0540 BLQ 08:35
BA0992 TXL 08:40
BA0578 VCE 08:50
BA0950 MUC 08:55
BA0712 ZRH 09:05
BA0576 LIN 09:20
BA0878 LED 09:25
BA0962 HAM 09:40
BA1326 NCL 09:45
BA0346 NCE 10:00
BA0886 OTP 10:00
BA0982 TXL 10:10
BA0235 DME 10:15
BA0474 BCN 10:15
BA0588 LIN 10:25
BA0834 DUB 10:35
BA1482 GLA 10:40
BA0185 EWR 10:50
BA0396 BRU 10:55
BA0434 AMS 10:55
BA0800 KEF 10:55
BA0604 PSA 11:00
BA0368 MRS 11:05
BA0213 BOS 11:15
BA0816 CPH 11:15
BA0173 JFK 11:20
BA0217 IAD 11:25
BA0249 GIG 11:35
BA0510 MAD 11:35
BA0308 CDG 11:45
BA0730 GVA 11:45
BA0754 BSL 11:50
BA0632 ATH 11:55
BA0295 ORD 12:05
BA1372 MAN 12:05
BA0952 MUC 12:10
BA1332 NCL 12:15
BA1342 LBA 12:20
BA0281 LAX 12:30
BA0766 OSL 12:35
BA0702 VIE 12:40
BA0067 PHL 12:45
BA0279 SJC 12:50
BA0438 AMS 12:50
BA0560 FCO 12:50
BA1416 BHD 12:50
BA0940 DUS 13:05
BA1484 GLA 13:05
BA0866 BUD 13:15
BA0460 MAD 13:20
BA0378 TLS 13:25
BA0780 ARN 13:25
BA0402 BRU 13:30
BA0103 YYC 13:35
BA0358 LYS 13:35
BA0273 SAN 13:45
BA0005 NRT 13:50
BA0994 TXL 13:55
BA0722 GVA 14:00
BA0908 FRA 14:10
BA0954 MUC 14:10
BA1448 EDI 14:10
BA0035 MAA 14:20
BA0446 AMS 14:20
BA1312 ABZ 14:25
BA0289 PHX 14:30
BA0856 PRG 14:40
BA0792 GOT 14:50
BA0197 IAH 14:55
BA0568 LIN 14:55
BA0502 LIS 15:00
BA0734 GVA 15:00
BA0806 BLL 15:05
BA0316 CDG 15:10
BA0398 BRU 15:10
BA0718 ZRH 15:15
BA0418 LUX 15:35
BA0189 EWR 16:00
BA0468 BIO 16:05
BA0820 CPH 16:10
BA0680 IST 16:15
BA0039 PEK 16:20
BA0113 JFK 16:25
BA0486 BCN 16:30
BA0440 AMS 16:35
BA0464 MAD 16:40
BA1452 EDI 16:40
BA0838 DUB 16:55
BA1314 ABZ 16:55
BA0099 YYZ 17:05
BA0348 NCE 17:10
BA0520 MAD 17:10
BA1398 MAN 17:25
BA1336 NCL 17:30
BA0442 AMS 17:45
BA0884 OTP 17:45
BA1492 GLA 17:50
BA0328 CDG 17:55
BA0179 JFK 18:00
BA0742 GVA 18:10
BA0798 HEL 18:15
BA0558 FCO 18:20
BA1458 EDI 18:20
BA0404 BRU 18:30
BA0706 VIE 18:40
BA0988 TXL 18:40
BA0426 AMS 18:50
BA0972 HAM 19:05
BA0738 GVA 19:10
BA0756 BSL 19:10
BA0720 ZRH 19:15
BA0916 FRA 19:20
BA0444 AMS 19:35
BA0946 DUS 19:40
BA1338 NCL 19:40
BA0958 MUC 19:50
BA0786 ARN 19:55
BA1376 MAN 19:55
BA0970 HAJ 20:15
BA0352 NCE 20:35
BA1478 GLA 20:40
BA0199 BOM 20:50
BA1464 EDI 20:55
BA0123 DOH 21:00
LGW cancellations
BA2760 AMS 11:45
BA2624 NCE 15:30
BA2762 AMS 15:45
LCY cancellation
BA8763 ZRH 07:00
BA8700 EDI 07:00
BA8489 AMS 11:00
BA8453 AMS 13:05
BA4455 RTM 13:30
BA8455 AMS 15:30
BA4457 RTM 16:35
BA8459 AMS 17:05
BA8457 AMS 18:50
BA4459 RTM 19:25
Dec 11, 2017, 4:56 pm
#494
Suspended
Join Date: Jun 2017
Programs: BAEC
Posts: 325
I wish there was an army of staff, the reality is that there is likely to be no more staff on duty tonight than any other night. I would be surprised to learn that there are more than 50 customer service staff on duty in the terminal tonight and less than 100 in the ramp areas. Indeed it may even be significantly less.
Incidentally, there were a hundred or so additional terminal staff volunteering for duty on Sunday night, so you weren't even right there.
Dec 11, 2017, 7:43 pm
#495
Ambassador, British Airways Executive Club
Join Date: Feb 2008
Location: UK
Posts: 10,153
If this is handy for anyone out of UK opening hours I called the Japan number and was re-routed to India where it was answered after 7 minutes by a very friendly and helpful agent regarding a seating matter I had.
The number is:
0081 33298 5238
You get a quick pre-recorded message then the usual options.
The number is:
0081 33298 5238
You get a quick pre-recorded message then the usual options.