GBOAC

This is a helpful perspective.
I guess I'm just worried that if CEDR put it to BA, Ba can argue that 'the ticket has been refunded and the claimant is not longer a customer'. but form what you are saying that won't wash. I guess if CEDR eventually rule in my favour I would simply have to pay the amount of refunded Avios and taxes for reinstatement of the ticket as it was...

Buchanan101

currently in dispute as they cancelled a flight from Salzburg on 27th Feb hours before departure and their site only offered Salzburg flights days in the future (weekends only flights). Impossible to contact by phone. So to get home that day I booked last two tickets from Innsbruck at 1600 euros/pair. BA won’t pay - I’m claiming under EC261. Emailed Sean Doyle and heard back today “we’d really like to talk to you” from a sidekick and their Global Engagement Executive (“dedicated team that work with CEO personally”) are looking in to it. They did agree the 250 euros/pp. I saved them a shed load of money not having to book a hotel for 6 or 7 days.

Buchanan101

exactly this. If they unilaterally refund you can still claim the difference. It’s in EC261

corporate-wage-slave

Welcome to Flyertalk and welcome to the BA forum. Please keep us informed on progress of this. They have in the past paid for alternative bookings but usually with some reluctance. If Global Engagement (a souped up version of Customer Relations) still declines then you have several other options open to you.

Buchanan101

Thanks. Will do. There was no realistic way of booking anything through their system on mmb link in cancellation text - it was only showing Salzburg. They didn’t offer an alternative and were not contactable so I’m entitled to re-route. Not as if I rerouted on another airline and as they were filling middle club seats the flight cost them a bit of fuel, a rubbish meal and a drink…

I sent a Letter Before Action yesterday giving them 21 days and mentioning MCOL and CEDR. Also spoke to Which Legsl who said BA’s only get out is that I didn’t contact them to get rerouted…as if anyone can contact them. I’d have lost the flights. - they were booked at 5:10 am local, and I checked straight after and there weren’t any more. Which suggested that I say I acted on the best interests of both parties and acted to mitigate costs to BA (which would’ve been a hotel for 6 or 7 days, plus…)

jomala05

Curious, what's Doyle's email address?

BLHD

Easily available via Google...

KARFA

i think if you ask for a refund then you have taken that option and not a reroute. In that scenario the airlines refunds the booking and you are then free to make your own arrangements as you see fit at your own expense. You can’t choose to refund and go after the airline for your alternative self booked flight costs.

compensation may be payable regardless of which option you pick, but will depend on the reason.

Lurker_01

Thanks to all contributors - especially C-W-S.
My situation is that I had flights booked to Santiago in 2021, return in May 2022 (using Avios and a 2-4-1): BA cancelled the flights in mid 2021. I tried to change the flight dates to 17 Oct 2022, return 21 Feb 2023 - explaining that I had commitments that made travel before 17 Oct 2022 impossible. BA refused, as requested date was more than 1 year later than original flight date. I exchanged emails, and BA refused to budge (in effect, "deadlock").
8 Feb 2022: I made a CEDR claim for flights with another airline on my preferred dates, and included the receipt for the (replacement) flights.
1 Mar 2022: CEDR supported my claim, and gave BA "60 working days" to respond. (So 31 May, allowing for Bank Holidays)..

a. When do readers think that I will receive a response from BA? (and are BA likely to negotiate?)
b. Do I need to do anything about my "original return" BA flight? (On May 2022). BA know that the outbound didn't fly - but the return leg is still showing in "Manage my booking"
c.Is it right to assume that if I am awarded the cost of my replacement flights, then I will lose the Avios and the 2-4-1?
d. Any other advice?

corporate-wage-slave

a) Normally BA work back from deadlines. It used to be 3 weeks, but it got doubled Due To and has stayed there since. I wouldn't expect a rapdi response, and I can almost predict the reply: a lot list of conditions of carriage and spurious references to IATA and Montréal.
b) I would leave that return for now, so long as you included it in your CEDR complaint.
c) On previous examples of this, CEDR have ordered BA to replace the flights like for like, but it's a bit difficult to say. It depends a bit on how you worded your claim, for example, and in respect of the return flight too.

sayling

What exactly did CEDR say when they supported your claim? Did they say BA should pay for the replacement flights?

(And I too want to thank c-w-s for the continued great advice and help )

Lurker_01

Apologies if not clear - I meant that CEDR "accepted the case" after a 3-week review of the papers that I sent them. The next step in the process is for BA to consider my case, then respond (and the CEDR give BA 60 working days to respond)

corporate-wage-slave

Just to clarify this to those unfamiliar with the process. The CEDR gets lots of complaints about airlines and in many cases there is no basis for them to act - it may be some issue connected with airports, or an issue not covered by EC261 such as a rude check-in agent. There is also a requirement to exhaust all complaint methods with airlines, including the 8 week rule, hence my frequent advice to get a note from BA that "our answer will not change" - this is the cut/paste response BA will eventually give. So CEDR first do a check on the basics of the claim to see if it's for an airline and issue in scope for CEDR's activities. After they have checked that, they notify the airline that this complaint has been made and then notify the passenger that the case is accepted for alternative dispute resolution. CEDR won't make a judgement on the merits of the claim itself until BA has given their side of the story to CEDR.

Jojobarnes

I have had a flight cancelled by BA, and they have told me on the phone that if they rebook me with another carrier I have to pay the difference in fare. Is this actually the case under EC261?

KARFA

Well unless there are some very unusual details here, then that is categorically untrue. You are entitled to be rebooked in the event of a cancellation, and that can be on BA or another airline. In both cases you are not liable for any fare difference.