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 reasonable chance to fix things for you before you take matters into your own hands.
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 BA have given you a rebooking on the same day for a short-haul (typically up to about 4 hours flight time), previous cases submitted for judgement by 3rd parties have considered this remedy reasonable, so arranging your own transport in this situation is not advised. However a rebooking on the same day might still not meet your needs (ie. not being able to get there by a specific time resulted in your trip being in vain) so you can still not travel.
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.
If you were booked on a return or multi-segment jorney, and your outbound or earlier flight in your sequence is disrupted but you make your own way to your destination, you will need to contact BA to let them know this, and to protect the other flights in your ticket. By default if you no-show for a flight, all subsequent flights on that ticket get auto-cancelled. In the situation where there is significant disruption this could mean that your seat is released without your knowledge to another disrupted passenger, so there is an onus on you to communicate your intentions to BA as soon as possible for them to protect your onward flights, and it probably means a phone call as you can't expect a timely response from social media channels.
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.
Signposting some specific posts in the thread
#45 - for a list of flights that were observed to be cancelled
#162 - for a photo of the BA customer letter that was handed out later on Saturday
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 reasonable chance to fix things for you before you take matters into your own hands.
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 BA have given you a rebooking on the same day for a short-haul (typically up to about 4 hours flight time), previous cases submitted for judgement by 3rd parties have considered this remedy reasonable, so arranging your own transport in this situation is not advised. However a rebooking on the same day might still not meet your needs (ie. not being able to get there by a specific time resulted in your trip being in vain) so you can still not travel.
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.
If you were booked on a return or multi-segment jorney, and your outbound or earlier flight in your sequence is disrupted but you make your own way to your destination, you will need to contact BA to let them know this, and to protect the other flights in your ticket. By default if you no-show for a flight, all subsequent flights on that ticket get auto-cancelled. In the situation where there is significant disruption this could mean that your seat is released without your knowledge to another disrupted passenger, so there is an onus on you to communicate your intentions to BA as soon as possible for them to protect your onward flights, and it probably means a phone call as you can't expect a timely response from social media channels.
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.
Signposting some specific posts in the thread
#45 - for a list of flights that were observed to be cancelled
#162 - for a photo of the BA customer letter that was handed out later on Saturday
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.
All BA short haul out of LHR 26 Feb cancelled [Rebooking assistance thread]
#166
Join Date: Dec 2007
Location: London
Programs: BAEC, QRPC, Amex MR, World of Hyatt, IHG one rewards, Hilton Honors, Marriott Bonvoy, etc…
Posts: 679
That's difficult to predict. Have a look at other options tomorrow - perhaps it may be worth your while booking another airline and then getting a FTV for your BA one so use that towards a future trip. If you go for the FTV leave it until close to the flight to request as it may be get cancelled which will let you get compensation and refund instead.
#167
Join Date: Jul 2015
Programs: BA Gold, Hilton Honors Gold
Posts: 84
The replacement flight is based on its scheduled, rather than actual timing, but there are some nuances to the wording of the Regulation here. But keep an eye on this, I wouldn't take Flight Status as definitely correct until tomorrow. In any case, you can only claim after the event so it's best to look at this in the light of what actually happens.
I presume from the cancellation and then the significant delay of the rebooked earlier flight that there's no aircraft overnighting at Newcastle, and the delay to the earlier BA1321 is in fact because it's effectively the return of the first flight up from Heathrow on Sunday morning. In which case, why don't they just cancel the BA1321 and then announce a much smaller delay to the BA1325?
#168
Join Date: Feb 2013
Location: London, UK
Programs: BAEC Silver, ITA Club Executive, Hilton Gold, Marriott Gold
Posts: 3,598
A friend of mine accepted a new itinerary via MAD for her flight to TFS. She said the this morning she could only see an option with a long layover online. She accepted it then tried to call to ask to be moved to an earlier flight and BA wouldn’t let her change. One representative in India said that only one change was allowed. Someone in Newcastle cited the booking being booked with a Lloyds voucher as the reason why they couldn’t touch it, even if it’s within 24 hours from flying. I was surprised…
#169
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,712
Qatar Airways flight out of T5 tomorrow and I got a manual phone call from Italy telling me to arrive 4 hours early due to the expected chaos emitting from the general direction of British Airways.
#170
Join Date: Nov 2016
Location: NQY
Programs: BAEC
Posts: 499
Well as I feared, whilst in the air my onward BA1372 to Manchester was cancelled. It will be a trip in vain as I’ll miss my unconnected onward flight to NQY from there, so it’s a taxi to NQY instead. I’m hoping I can claim the EC261 for a cancellation which should cover the taxi. (Obviously claiming for a taxi as expenses won’t work as it’s not to Manchester)
#171
Join Date: Nov 2016
Location: NQY
Programs: BAEC
Posts: 499
Well as I feared, whilst in the air my onward BA1372 to Manchester was cancelled. It will be a trip in vain as I’ll miss my unconnected onward flight to NQY from there, so it’s a taxi to NQY instead. I’m hoping I can claim the EC261 for a cancellation which should cover the taxi. (Obviously claiming for a taxi as expenses won’t work as it’s not to Manchester)
#172
Join Date: Sep 2013
Programs: BA Executive Club
Posts: 182
Not on my route either - same aircraft but middle seats used in C and seat map adjusted accordingly now with a few more rows being switched from CE to ET. In fairness, this has led to a few seats becoming available to book in Y tomorrow between NCE and LHR (full fare Y but useful for people who were affected by cancellations) so whilst thinking that it would be fair to give C passengers some compensation, I still think that opening the middle seats in C exceptionally is the right decision to make.
Bob
#173
Join Date: Jan 2016
Location: LON
Programs: BAEC
Posts: 3,911
Here's the first 22 flights cancelled so far today, they only seem to go up as far as 10am at the moment so I wonder if there are going to be any more...
06:05 BA472 Barcelona (BCN)
06:10 BA2748 Geneva (GVA)
06:25 BA2576 Turin (TRN)
06:55 BA724 Geneva (GVA)
07:15 BA762 Oslo (OSL)
07:15 BA564 Milan (LIN)
07:15 BA2652 Salzburg (SZG)
07:20 BA2770 Jersey (JER)
07:25 BA1324 Newcastle (NCL)
07:20 BA2770 Jersey (JER)
07:25 BA1324 Newcastle (NCL)
07:45 BA772 Zurich (ZRH)
07:45 BA1370 Manchester (MAN)
08:20 BA880 Moscow (DME)
08:20 BA1450 Edinburgh (EDI)
08:30 BA1372 Manchester (MAN)
08:35 BA2690 Innsbruck (INN)
08:45 BA392 Brussels (BRU)
08:55 BA860 Prague (PRG)
09:25 BA1442 Edinburgh (EDI)
09:50 BA1326 Newcastle (NCL)
10:00 BA1482 Glasgow (GLA)
06:05 BA472 Barcelona (BCN)
06:10 BA2748 Geneva (GVA)
06:25 BA2576 Turin (TRN)
06:55 BA724 Geneva (GVA)
07:15 BA762 Oslo (OSL)
07:15 BA564 Milan (LIN)
07:15 BA2652 Salzburg (SZG)
07:20 BA2770 Jersey (JER)
07:25 BA1324 Newcastle (NCL)
07:20 BA2770 Jersey (JER)
07:25 BA1324 Newcastle (NCL)
07:45 BA772 Zurich (ZRH)
07:45 BA1370 Manchester (MAN)
08:20 BA880 Moscow (DME)
08:20 BA1450 Edinburgh (EDI)
08:30 BA1372 Manchester (MAN)
08:35 BA2690 Innsbruck (INN)
08:45 BA392 Brussels (BRU)
08:55 BA860 Prague (PRG)
09:25 BA1442 Edinburgh (EDI)
09:50 BA1326 Newcastle (NCL)
10:00 BA1482 Glasgow (GLA)
#174
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,881
many thanks! I have receive a later email, a copy of the one issued a week ago about travel disruption and having to fit people in the middle row of Club Europe. As I do not have access to online check-in, I have looked of FE latest seat map, and it show the three seats, it was reduced from 5 to 4 rows, but only really the 4th row has the three available seats (all others middle seats are still blocked..
Certainly if you do get people in the middle seat in your row I would recommend complaining as you are not getting what you paid for.
#175
Join Date: Oct 2005
Location: London
Programs: BAEC Bronze
Posts: 1,089
I could not disagree more in my case as the major benefit to the airline seems to be their ability to sell the middle CE seats for just shy of a thousand pounds each on my route. I understand that there are numerous instances of people being stranded but they are still selling tickets in both cabins for my departure and the morning departure today. This appears to be a money grab. I quite literally only booked a CE seat for the empty middle seat as I didn't want to sit next to anyone. The food definitely isn't worth the price difference. If I had simply wanted more leg room I would have booked an exit row seat. Absolutely pathetic.
Bob
Bob
#176
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,881
Yes so I think the standard way to do that is usually zero out everything other than the most expensive J and Y selling classes so that the public are not tempted to book due to the high price, but agents can use them for free involuntary rebookings.
#177
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,726
Ah. Now they have auto rebooked me onto the next one that doesn’t work for me with a note to call BAH if that doesn’t suit. I can’t do that as I’m 90 mins out in the air on my return leg. (Uvf-Lhr-man). How best to get my bags? Should I go to flight connections and find someone there and say I don’t want it - or take the exit stream and find someone in the baggage hall?
#178
Join Date: Mar 2009
Location: UK
Programs: BA Gold / Hilton Diamond / IHG Diamond Ambassador / Marriot Bonvoy Gold
Posts: 2,527
My wife and I booked SZG LHR today in club. BA cancelled in wee small hours which I noted at 0600 as needed the loo!!!!
Rebooked same route, but later flight on the app and this was cancelled while on train to SZG. BA rebooked for MUC LHR on Sunday but I was able to book on separate PNR SZG SOU at s as cost of €508
on arrival at SGB BA desks remarkably quiet and I was checked in 4 hours in advance. They said the would have rebooked me but in light of news I did not wish to wait until the airport to confirm seats.
my claim will be for €508 flights £209 taxi and EU261 compensation for cancellation and downgrade.
it’s a shambles but given events not far from here it needs to be in perspective
Rebooked same route, but later flight on the app and this was cancelled while on train to SZG. BA rebooked for MUC LHR on Sunday but I was able to book on separate PNR SZG SOU at s as cost of €508
on arrival at SGB BA desks remarkably quiet and I was checked in 4 hours in advance. They said the would have rebooked me but in light of news I did not wish to wait until the airport to confirm seats.
my claim will be for €508 flights £209 taxi and EU261 compensation for cancellation and downgrade.
it’s a shambles but given events not far from here it needs to be in perspective
I appreciate I am very lucky being able to pay for new flights and £200 cab fares, but the reality is, you are on your own and whenever possible you need to take matters into your own hands.
(Was very impressed by BA city flyer. Comfy seats, drinks and great crew in economy!!)
Lufthansa group airlines closed off same day bookings from SZG MUC and VIE very quickly as well as other German and Swiss cities but situation not helped by the lack of capacity from places such as FRA and VIE
If I had acted sooner I’d have got back to LHR on another carrier albeit for well in excess of £1,100 and a night stop. I even looked at taking the train back but the last Euro star from Paris Nord didn’t connect with anything from my part of Europe which all
arrived in Paris East.
BA will be hurt financially by this. My costs alone were over £700 and another €500 in compensation. Don’t suppose I can claim the compensation for both cancellations?!
Above all, a rubbish end to great week of skiing and again it will be the memory of BAs shambles, that which will linger.
#179
Join Date: Mar 2009
Location: UK
Programs: BA Gold / Hilton Diamond / IHG Diamond Ambassador / Marriot Bonvoy Gold
Posts: 2,527
Here's the first 22 flights cancelled so far today, they only seem to go up as far as 10am at the moment so I wonder if there are going to be any more...
06:05 BA472 Barcelona (BCN)
06:10 BA2748 Geneva (GVA)
06:25 BA2576 Turin (TRN)
06:55 BA724 Geneva (GVA)
07:15 BA762 Oslo (OSL)
07:15 BA564 Milan (LIN)
07:15 BA2652 Salzburg (SZG)
07:20 BA2770 Jersey (JER)
07:25 BA1324 Newcastle (NCL)
07:20 BA2770 Jersey (JER)
07:25 BA1324 Newcastle (NCL)
07:45 BA772 Zurich (ZRH)
07:45 BA1370 Manchester (MAN)
08:20 BA880 Moscow (DME)
08:20 BA1450 Edinburgh (EDI)
08:30 BA1372 Manchester (MAN)
08:35 BA2690 Innsbruck (INN)
08:45 BA392 Brussels (BRU)
08:55 BA860 Prague (PRG)
09:25 BA1442 Edinburgh (EDI)
09:50 BA1326 Newcastle (NCL)
10:00 BA1482 Glasgow (GLA)
06:05 BA472 Barcelona (BCN)
06:10 BA2748 Geneva (GVA)
06:25 BA2576 Turin (TRN)
06:55 BA724 Geneva (GVA)
07:15 BA762 Oslo (OSL)
07:15 BA564 Milan (LIN)
07:15 BA2652 Salzburg (SZG)
07:20 BA2770 Jersey (JER)
07:25 BA1324 Newcastle (NCL)
07:20 BA2770 Jersey (JER)
07:25 BA1324 Newcastle (NCL)
07:45 BA772 Zurich (ZRH)
07:45 BA1370 Manchester (MAN)
08:20 BA880 Moscow (DME)
08:20 BA1450 Edinburgh (EDI)
08:30 BA1372 Manchester (MAN)
08:35 BA2690 Innsbruck (INN)
08:45 BA392 Brussels (BRU)
08:55 BA860 Prague (PRG)
09:25 BA1442 Edinburgh (EDI)
09:50 BA1326 Newcastle (NCL)
10:00 BA1482 Glasgow (GLA)
but I don’t understand the thinking that takes out the ski routes at the end of a half term holiday.
#180
Join Date: Sep 2013
Programs: BA Executive Club
Posts: 182
Bob