Shoredreamer

I hope someone can perhaps provide some advice to us in the current situation. Unfortunately I am completely unfamiliar with BA or OW. My husband doesn't fly much but does fly BA when flying internationally. Today he was to fly CPH-ORD-PHX (all booked direct with BA) and missed his connection in ORD to PHX. It was a code share AA flight but they closed the door after the person ahead of him boarded, saying he wasn't there on time. Customs took longer than "normal" but to me it was already a tight connection and they just told him that all they could do was give him a ticket to fly out next morning (tomorrow now) 7am, with no other accommodations. Even earlier flights they told him were all full. I even tried to speak with OW rep myself but the reception was poor but it was her position that he wasn't there on time and its not their fault if customs took too long. He was on BA 297 and supposed to connect to BA6843 but as mentioned, apparently missed boarding by seconds given they let the person ahead of him board. As I typically fly *A myself, my question is this, how is BA/OW with reimbursing expenses in this scenario and wha, if anything, is he legally entitled to? Is it EU rules or US? They told him they couldn't give him any other compensation but that the airport was "...open 24 hrs so [he] was welcome to remain at the gate" Gee thanks is what I say. I told him they could and should have at least given him hotel/ food voucher if nothing else. Unfortunately, he's just too tired though to do anything else at this point other than to just stay there (in the terminal) as its already been quite a long journey for him and to make matters worse (to me anyway lol) without any access to his checked luggage he literally has nothing, no comforts, not even his phone charger. Do you think if he was to purchase bare minimums and really (he doesn't even care about toiletries, again he's just too tired and doesnt even want to have to go in and out of security again for anything much less go all the back to the international terminal.) but I told him he should at least get a charger so he can make calls without the battery dying (already below half) What do you all think if he were to purchase a charger is that even something he could seek reimbursement for? I would hope he could at least be reimbursed for some coffee/food in the morning (?) if nothing else(?) Any advice anyone could give us, would be greatly appreciated. Unfortunately too, he doesn't yet have status with BA, but should get to the first level after this trip and unfortunately no experience in this situation. Ugh I hate flying and personally avoid ORD at all costs!! I do think they could have though and should have, at bare minimum, given him some voucher for food!

As always, thank you so much FT community, for taking the time to read this lengthy post and for whatever advice/suggestions you might have!

madfish

madfish

MADPhil

Since he flew out of Europe EC261 applies and he should get duty of care. If he is willing to fight for reimbursement then he can walk to the ORD Hilton, they have rooms available tonight from $235.

MADPhil

AA shows 2041 for 2097, which is probably door closed or brakes off. It would be a reasonable connection in any case without significant CBP, security, or bus delays.

MSPeconomist

Shoredreamer

thanks so much for your quick reply and advice. The plane got there on time fine but took time getting off clearing customs I say but meaning immigration/border patrol, that sort of thing. He went through as fast as he possibly could but still wasn't enough time as they denied him boarding after the person ahead wasn't. Shouldn't BA have some responsibility for giving an itinerary with this potential, especially at ORD?! I would think they should be well aware that delays can and do happen quite frequently when coming through and shouldn't make the connection too short to begin with(?)and while yes, on paper one would think its enough time to connect, it is my personal opinion that reality is often much different, as in this case and my own experience. I personally hate the stress of running to a connection and now try to make longer layovers and while they aren't convenient either, to me, it still beats the risk of this happening. It even still happens when I have 3-4 hours or more. In fact, just my last time flying international, on my return I was delayed 3 hours leaving PHX (to get to my long haul out of SFO) but the gate agents even told me to wait and see what happens with takeoff and to just try to run as there was nothing to reroute me to without having to really be put out of the way and take almost another 24 hours to get there. I was extremely fortunate in that when we did finally get to SFO, my long haul was simultaneously calling me over the loud speaker and a rep actually came out into the terminal in an attempt to find me! (for a United flight) After finding me (I was literally in the area just between the domestic and international terminals) they actually escorted me onboard from there and we literally took off mere moments later, making me realize even 3 hours connection time just isn't even enough anymore. In the other direction there have been several times that I have had to run to my connection and just a couple of months ago, I came dangerously close to missing the connection to Phx (in SFO) but somehow managed to talk my way into them reopening the boarding door (I saw it close as I was almost there.) But anyway, I think they shouldn't make connections so "tight" when international because how could they possibly know how long it might take to get through customs/immigration/border control or whatever its called especially in the lovely airports like ORD (sarcasm)

Shoredreamer

All of the flights were actually on time, apparently it was longer than normal at immigration ORD. They couldn't get him out tonight.. told him it was too late by the time this all happened and with all of the displaced pax from the boeing situation, he just couldn't get confirmed seat until the 7am, flight. So its sounding like BA is where we should pursue anything but maybe he won't even buy anything either (if he doesn't buy anything maybe then there isn't even anything compensable) as things were closing already and he really just wanted to try to rest. I know he's exhausted as he doesn't travel long haul all that much and its been a busy work week for him too so he said he really didn't even want to have go in and out of security, get settled in hotel etc, only to leave really early to return etc. I wouldn't want to wait there overnight myself but its not me either lol. Its leisure travel but losing any time like this is bad as its already too short of a trip as it is (just for holiday time) and obviously quite far to go.

Thank you so much for your response and advice. I do think right now he's just too tired to go anywhere but the gate. I told him to get a charger but I just dont think there's an open store nearby where he is and perhaps in the morning things won't even be open or it will be close to boarding anyway if and when it does. We really do already have plenty of chargers but he just didn't think he would need it until after arrival (rolling eyes) I personally keep mine in carry on.. always.

Shoredreamer

He is more of the type to go with the flow and at this point too tired to leave the terminal. I do think we will at the very least send a letter but not sure yet what to even seek. If it were me I would certainly want to go anywhere but stay in the terminal but definitely thank you for your advice and info. I am just not sure if at this point he will even buy anything either but I still think they should be held accountable for something, anything, even if just for this inconvenience he is experience, as it really is an inconvenience, not only for him, but me too (although obviously no comparison) but we already have such minimal time here together as it is! again thanks so much for your input.

orbitmic

madfish

bigjono

Gshumway

When you say they let board the person in front of him, how far behind was he? Was he in line for the boarding card scanner? Just walking up? If he were standing in the queue line and especially if he had multiple people in the queue in front of him, he was at the gate in time. If there was a single person, he might have been standby and gave your husband's seat to that standby person.

Shoredreamer

orbitmic,
Thanks for the words of wisdom. I am sure he thought he could make the connection (he a glass half full guy) and probably wasn't too concerned about not making it on time but neither of us know that there is a such thing as red or orange cards either so again thanks, I knew I could count on the FT community for the most helpful and useful information. Is this just an ORD thing because personally I always try to avoid any changes at ORD because I have had nothing but negative experiences, in fact I dont think I have ever flown from there without a delay, cancellation, lost luggage etc I did rush when posting this as it was unfolding and then I got sidetracked after trying to help him at the OW desk etc so yes, I agree, the title could be more specific to help others, didn't think of that...still learning the "tricks of the trade" per se I am really not sure about the details of his luggage situation, I just meant he didn't ask or try to get access to his checked luggage or anything for the overnight. And its me who is doing more of the worrying, I am guessing he is probably snoozing contently about now, now me on the other hand, can't sleep in airports or even on planes for that matter ;(. We do have travel insurance too, its part of our homeowners....didnt even think of that but I definitely like the idea of bigjono, trying to prevent whenever possible as I would suspect there are many not so "seasoned" travelers who would both think that they would have enough time if an airline is offering it, and also those that think they need much much more than necessary. Its taken me many trips to learn what is comfortable fo rme and not and I would much rather wait with an extended connection time than have to run to my gate and hope I make it. I personally avoid changes in MUC for this very reason, as although it can be done in a 60 min window, its just too short for me and not worth the potential stress.

Shoredreamer

Bigjono...thank you for your input....I agree 100%!


Gshumway....All I know is he mentioned that the person in front of him was allowed to board and then they closed the gate, my husband was not the only one denied boarding either. He was not there though within the policy time frames but he also couldn't get there any faster than he did. He is fit and I know wasn't dawdling or anything like that, in fact walks pretty fast, but he just couldn't get there any faster because of the time it took to get through immigration. He did mention the gates being very far apart (between international and domestic terminals I mean), I remember that myself at ORD. Because of the situation with displaced boeing pax it could have very well been a standby pax I just dont know and dont think he does either.