Feb 22, 2022, 3:14 am
Last edit by: plunet
Because of the scale of the disruption resulting from an IT system outage, most passengers should expect to make their own arrangements to mitigate the disruption as BA will not have resources to assist all passengers.
Your travel plans are probably in tatters, you should give BA a chance to fix things for you.
Firstly do not cancel or refund or credit to a voucher your ticket if this option exists as you effectively voluntarily cancel the contract for transportation with BA by doing so and hence end any right to claim for replacement transport, duty of care, or anything else.
If BA.com is working, at least give it a go and see if Manage my Booking is giving you any sensible options. You don't have to take the option(s) presented if they do not meet your needs and you might be able to find better options yourself. However, not that by default BA will be only offering rebooking onto BA and any Joint-Ventre carriers and possible OneWorld partners. If there are no sensible options, document it (take a picture). Also try the BA app, it may work when the website doesn't, or vice versa. Take a screenshot of any errors you get when trying to log in or do anything reasonable.
Try calling the call centre. You probably won't get through in a sensible length of time, but document that you made several calls. Take a screenshot and save it.
If you have made reasonable attempts to contact BA and have not been able to do so, this now puts you in a strong position to organise your own onward travel arrangements, and to claim the difference from BA later. You need to act reasonably, choose travel arrangements that are similar where possible to what you had purchased from BA, and where possible you should document with photos or screen shots that the actions you are taking are reasonable, there are no other cheaper options. Even if you don't plan to use it for booking, use a comparison service to show current market costs for the transport you are choosing. BA should respond positively to customer service claims for the cost of onward transport where you can show that BA were unable to provide you timely assistance to rebook. You should do this bearing in mind what coverage you might have from your own travel insurance policy and whether your planned trip is salvageable or if it is entirely in vain and should be abandoned. Note that BA are not responsible for consequential costs beyond their initial contract for transport, but any insurance you may have could be.
BA have a duty of care under the UK successor to EU Regulation 261/2004 and based upon forum experience the following costs would usually be claimable from BA without any significant pushback.
£25 for reasonable meal/refreshment expenses (per adult per day)
2 reasonable phone calls per customer
If an overnight stay is required in a location a significant distance from your home address
£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 as indicated above, 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, but having additional evidence or justification for costs going over these limits would be sensible. 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 - see https://www.britishairways.com/en-gb...amaged-baggage
Set your expectation for the turnaround time for any refunds, claims, etc. It could be more like weeks rather than days, consider this if cashflow is concern.
You can read the forum thread for guidance on EU Regulation 261/2004 https://www.flyertalk.com/forum/brit...61-2004-a.html or check back on these forums later for more advice on claiming, but first of all look after yourself during this disruption.
Your travel plans are probably in tatters, you should give BA a chance to fix things for you.
Firstly do not cancel or refund or credit to a voucher your ticket if this option exists as you effectively voluntarily cancel the contract for transportation with BA by doing so and hence end any right to claim for replacement transport, duty of care, or anything else.
If BA.com is working, at least give it a go and see if Manage my Booking is giving you any sensible options. You don't have to take the option(s) presented if they do not meet your needs and you might be able to find better options yourself. However, not that by default BA will be only offering rebooking onto BA and any Joint-Ventre carriers and possible OneWorld partners. If there are no sensible options, document it (take a picture). Also try the BA app, it may work when the website doesn't, or vice versa. Take a screenshot of any errors you get when trying to log in or do anything reasonable.
Try calling the call centre. You probably won't get through in a sensible length of time, but document that you made several calls. Take a screenshot and save it.
If you have made reasonable attempts to contact BA and have not been able to do so, this now puts you in a strong position to organise your own onward travel arrangements, and to claim the difference from BA later. You need to act reasonably, choose travel arrangements that are similar where possible to what you had purchased from BA, and where possible you should document with photos or screen shots that the actions you are taking are reasonable, there are no other cheaper options. Even if you don't plan to use it for booking, use a comparison service to show current market costs for the transport you are choosing. BA should respond positively to customer service claims for the cost of onward transport where you can show that BA were unable to provide you timely assistance to rebook. You should do this bearing in mind what coverage you might have from your own travel insurance policy and whether your planned trip is salvageable or if it is entirely in vain and should be abandoned. Note that BA are not responsible for consequential costs beyond their initial contract for transport, but any insurance you may have could be.
BA have a duty of care under the UK successor to EU Regulation 261/2004 and based upon forum experience the following costs would usually be claimable from BA without any significant pushback.
£25 for reasonable meal/refreshment expenses (per adult per day)
2 reasonable phone calls per customer
If an overnight stay is required in a location a significant distance from your home address
£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 as indicated above, 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, but having additional evidence or justification for costs going over these limits would be sensible. 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 - see https://www.britishairways.com/en-gb...amaged-baggage
Set your expectation for the turnaround time for any refunds, claims, etc. It could be more like weeks rather than days, consider this if cashflow is concern.
You can read the forum thread for guidance on EU Regulation 261/2004 https://www.flyertalk.com/forum/brit...61-2004-a.html or check back on these forums later for more advice on claiming, but first of all look after yourself during this disruption.
"Systems Down" 22-26 Feb 2022 [General discussion]
Mar 1, 2022, 9:39 am
#271
Join Date: Sep 2008
Location: AUS
Programs: BAEC Gold, AA PPro, Hyatt Globalist, Amex Plat
Posts: 7,043
The TP run group are a tiny minority of BA's passengers and just by the very nature of being a TP run, it is hardly top dollar revenue for BA and frankly, with apologies to members of that group, the TP runners probably wouldn't be missed by BA.
I have been a supporter of BA for many years but everyone has their limit. I've submitted my first EC261 claim this weekend. I've had many qualifying delays before, but BA have always moved mountains to get me where I needed to be and I've never submitted a claim as a result, but this weekend was a step too far, so attitudes to loyalty do change.
I have been a supporter of BA for many years but everyone has their limit. I've submitted my first EC261 claim this weekend. I've had many qualifying delays before, but BA have always moved mountains to get me where I needed to be and I've never submitted a claim as a result, but this weekend was a step too far, so attitudes to loyalty do change.
You profile shows you've been on FT for quite a long time and it shows an awful lot of letters related to BA. The only thing that will hold BA accountable will be a demonstrable move of wallet share to their competition. So, I'll know when someones attitude about loyalty to BA has changed when overtime, they drift away from participating in this forum because they've moved their business to another carrier that better meets their needs and they just don't much care anymore about what BA is doing.
My reference to TP planning was just sarcasm. There are plenty of other blindingly loyal folks in this forum who endlessly complain but refuse to take action to better defend their best interests.
Regards
Mar 1, 2022, 9:52 am
#272
Join Date: Dec 2016
Programs: BAEC GGL/CR; Hilton Diamond; Mucci des Puccis
Posts: 5,622
Seems to be some odd stuff happening with prices, with BA quoting different prices to those shown on, for example, GF. Quite consistent and lots has changed since this morning when I was looking at a few things.
Mar 1, 2022, 1:11 pm
#273
Join Date: Oct 2015
Location: Vale of Glamorgan
Programs: BAEC Gold
Posts: 2,992
Good luck with that. My first EC261 claim followed what I thought was a cut-and-dried last-minute cancellation but BA fought it almost all the way to court before rolling over and paying out at the last minute. It just wasted everyone's time.
Mar 1, 2022, 3:48 pm
#274
Join Date: Jan 2008
Posts: 3,839
Submitting an EC261 claim is not what I mean by holding BA accountable, nor does it necessarily mean your attitude towards loyalty has changed.
You profile shows you've been on FT for quite a long time and it shows an awful lot of letters related to BA. The only thing that will hold BA accountable will be a demonstrable move of wallet share to their competition. So, I'll know when someones attitude about loyalty to BA has changed when overtime, they drift away from participating in this forum because they've moved their business to another carrier that better meets their needs and they just don't much care anymore about what BA is doing.
My reference to TP planning was just sarcasm. There are plenty of other blindingly loyal folks in this forum who endlessly complain but refuse to take action to better defend their best interests.
Regards
You profile shows you've been on FT for quite a long time and it shows an awful lot of letters related to BA. The only thing that will hold BA accountable will be a demonstrable move of wallet share to their competition. So, I'll know when someones attitude about loyalty to BA has changed when overtime, they drift away from participating in this forum because they've moved their business to another carrier that better meets their needs and they just don't much care anymore about what BA is doing.
My reference to TP planning was just sarcasm. There are plenty of other blindingly loyal folks in this forum who endlessly complain but refuse to take action to better defend their best interests.
Regards
Mar 1, 2022, 3:52 pm
#275
Join Date: Sep 2008
Location: AUS
Programs: BAEC Gold, AA PPro, Hyatt Globalist, Amex Plat
Posts: 7,043
Of course the other alternative is that in a better functioning world a regulatory body might step in and place operational restrictions on the number of flights BA can operate, until they demonstrate sufficient operational resilience to be permitted to scale up. This approach is quite common in other areas of critical national infrastructure.
Regards
Mar 1, 2022, 4:54 pm
#276
Join Date: Jan 2008
Posts: 3,839
No, of course not! The regulatory oversight of the airline industry in areas other then safety is pathetic. But I concur with your wider point, the Stockholm syndrome of people getting angry with BA, then coming back time after time to give them more money (rinse and repeat) is indeed odd. But they do have a quasi monopoly on a lot of long-haul routes, so unless you want to connect, let’s not pretend there is always a host of alternative choices.
Apr 25, 2022, 1:04 pm
#277
Join Date: Aug 2014
Location: London
Programs: KLM, BA Silver, Etihad
Posts: 918
Booked flights this morning, but the system gave me an error at the end of the process twice.
First booking was part Avios, second I changed my mind and used a voucher and cash.
Ive now received an email stating my voucher has been used and my Amex has been charged for both bookings.
I cannot access manage my booking to make any changes.
I cannot get through in the telephone I am told to use the broken system.
I cannot get Amex to cancel the transaction as it is still pending.
What joys.
First booking was part Avios, second I changed my mind and used a voucher and cash.
Ive now received an email stating my voucher has been used and my Amex has been charged for both bookings.
I cannot access manage my booking to make any changes.
I cannot get through in the telephone I am told to use the broken system.
I cannot get Amex to cancel the transaction as it is still pending.
What joys.