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All BA short haul out of LHR 26 Feb cancelled [Rebooking assistance thread]

Old Feb 26, 22, 2:56 am
FlyerTalk Forums Expert How-Tos and Guides
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.
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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.
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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.
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All BA short haul out of LHR 26 Feb cancelled [Rebooking assistance thread]

Old Feb 26, 22, 2:34 am
  #31  
 
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Originally Posted by midvid View Post
Thank you. So I've goofed myself up.. I rebooked for Monday (the next available in the app), so I assume if I take another flight, I can't claim?
correct, unless you manage to call or go to the airport and convince them that they should change it to that Qatar flight. They wouldnt have to until the Monday is running however they might do it to free up space. Not an easy feat to be honest.
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Old Feb 26, 22, 2:37 am
  #32  
 
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Originally Posted by midvid View Post
Thank you. So I've goofed myself up.. I rebooked for Monday (the next available in the app), so I assume if I take another flight, I can't claim?
You can claim duty of care (hotel, meals etc) but no, as far as BAs concerned youve rebooked for Monday and thats that, as long as that isnt cancelled too.
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Old Feb 26, 22, 2:43 am
  #33  
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I find the thread title a bit confusing because as pointed in post 5, not all short all flights which are cancelled (essentially morning). On LHR-NCE, which I know is a big route for many forum members, it looks like two flights are shown on the BA website as due to operate and one in the other direction.
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Old Feb 26, 22, 2:43 am
  #34  
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Originally Posted by Tim_T View Post
with 2), they would need to protect their long haul departure. Is this best done by hanging on the phone or going to EDI airport?
I wouldn't worry too much. Usually we would worry about being shown as a no-show, but you (a) you can't no-show for a cancelled flight (b) even if yo no-show you can be reinstated relatively easily. In normal circumstances reinstatement won't easily happen, but because of what appears to have happened overnight (I don't know yet exactly what bits of the infrastructure have failed) what I would do is get to London the best you can today, perhaps work back from the last sensible train from EDB and be prepared to jump on that if - as I would expect - there is no further domestic flights today.
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Old Feb 26, 22, 2:44 am
  #35  
 
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Originally Posted by LSSI92 View Post
I'm currently on BA172 on the way to LHR. My flight from LHR to MAN is now cancelled with no re-booking option. Brilliant yet again from BA.

What are my options regarding refunds/compensation?
Assuming you don't have too many bags, either Air Coach to Reading, then Cross Country train up or LHR express to Paddington, across to Euston and up. Try and claim the ticket back on top of your refund.

Second option.....1 way rental car and same again.
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Old Feb 26, 22, 2:46 am
  #36  
 
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Originally Posted by GumshoeW12 View Post
You can claim duty of care (hotel, meals etc) but no, as far as BAs concerned youve rebooked for Monday and thats that, as long as that isnt cancelled too.
Thank you. There are worse places to spend a weekend. Will EU 261 apply too.. I'll be back two days late.

That was a tough one.. I could see availability on BA and everyone else disappearing, so grabbed it. Hope everyone else gets on the move soon and what a great community this is! Thank you for all of the help and advice.
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Old Feb 26, 22, 2:46 am
  #37  
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Originally Posted by StanStorby View Post
AMS-LHR (BA2761) this afternoon got cancelled around 4:00am this night, got a tripcase alert before the BA app was even aware of it. Started calling around to all numbers used in the past (Singapore: closed, Canada: sorry too busy, USA, sorry too busy, India: sorry we're closed, UK: hold the line please). Eventually got through on the UK number and was rebooked on the next available flight (I checked my options while being on hold). So my feedback here: do a dummy booking to see what's not cancelled yet (e.g. BA447 later today), try a couple of call center numbers and be persistent, feed the agent with your findings and yourself with coffee and you might have a successful rebooking. At least, that's what worked for me.
Thanks very much, great advice there. It also means that BA.com and Pegasus are working, the booking system end, which is useful to know. It seem that it's Ops and Despatch that are not working, perhaps Alta - though there is a backup module that normally gets used here.

So far between 08:00 to 09:00, only 2 flights have departed T5, BA117 the key service to JFK, which departed on time, and they are trying to operate the TLV service BA165, but that's running at least an hour late from departure. That's it.
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Old Feb 26, 22, 2:55 am
  #38  
 
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LGW check-in working on backup system this morning. LH flight delayed by 2.5hrs so far.

I'm sorry for the people on SH flights to/from LHR. I thought for this morning BA would have already solved yesterday issues, but clearly not. What a week

On a side note, I think I'll keep in mind the chance of IT failures when planning positioning flights in the future...
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Old Feb 26, 22, 2:57 am
  #39  
 
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Gold line wait is ~55 minutes currently.

Called to protect my return flight... should have been a 3 minute call or better yet something you can do online.
Very nice guy helped, but it still took 12 minutes to pass security checks, verify what I wanted and get the booking re-issued.

Definitely does not help on days like today that simple operations take this long to complete... I kept trying to be quick so the agent could get it over with and assist someone else.
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Old Feb 26, 22, 2:58 am
  #40  
 
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I've coped the wikipost I made from the Tuesday disruption thread and added it to this thread.
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Old Feb 26, 22, 3:00 am
  #41  
 
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Originally Posted by StanStorby View Post
AMS-LHR (BA2761) this afternoon got cancelled around 4:00am this night, got a tripcase alert before the BA app was even aware of it.me.
Im on BA2759 AMS-LHR this morning which was cancelled, connecting on AA107 to JFK. Got an SMS this morning at 7AM from BA, didnt even bother calling BA as I can see all other options zeroed out on EF. It doesnt look good as it may take BA few days to get back on schedule and also if baggage transfer is also messed up then with the backlogs trying for another day like Monday is probably also not a reliable option.
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Old Feb 26, 22, 3:02 am
  #42  
 
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I was on an LHR-MAN but it got cancelled. They offered to rebook me onto LCY-MAN but I wont be able to easily get there so Ive booked a train ticket instead. Would I still be eligible for EU261? Or would BA cover the cost of the train?
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Old Feb 26, 22, 3:06 am
  #43  
 
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Originally Posted by midvid View Post
Thank you. There are worse places to spend a weekend. Will EU 261 apply too.. I'll be back two days late.
I think you should be eligible for EC261 compensation too since you will arrive significantly later than originally scheduled due to the cancellation.

Keep copies of all receipts for hotel, taxi and food and drinks excluding alcohol And if it's not too late screen shot the cancelled flight in your app.

Enjoy your bonus weekend away!
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Last edited by Prospero; Feb 26, 22 at 3:44 am Reason: Repair quotation frame
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Old Feb 26, 22, 3:07 am
  #44  
 
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Good old Gatwick

Originally Posted by Lefly View Post
LGW check-in working on backup system this morning. LH flight delayed by 2.5hrs so far....
Good old Gatwick legacy staff down there still know how to do things the old-fashioned way. Not sure that will be the case there though once we get the new shorthaul operation up and running and all the new staff coming in. Unless they are taught where the paper is stored!
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Old Feb 26, 22, 3:09 am
  #45  
 
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Here is a list of the 85 BA flights currently showing as cancelled at LHR on Saturday 26 Feb 2022.
The only other one cancellation at LHR is a single KLM flight to AMS which I have removed from the list.

Note that this page only lists cancelled OUTBOUND from LHR flights, note that the corresponding INBOUND flight will also be cancelled, usually with +1 added to the flight number.

06:05 BA472 Barcelona (BCN)
06:15 BA2572 Turin (TRN)
06:25 BA762 Oslo (OSL)
06:35 BA832 Dublin (DUB)
06:40 BA572 Milan (MXP)
06:40 BA1414 Belfast (BHD)
06:45 BA812 Copenhagen (CPH)
06:45 BA1304 Aberdeen (ABZ)
06:45 BA2574 Turin (TRN)
06:50 BA752 Basel (BSL)
06:50 BA2714 Malaga (AGP)
06:55 BA724 Geneva (GVA)
07:05 BA710 Zurich (ZRH)
07:10 BA854 Prague (PRG)
07:10 BA894 Reykjavik (KEF)
07:10 BA936 Dusseldorf (DUS)
07:15 BA776 Stockholm (ARN)
07:20 BA500 Lisbon (LIS)
07:20 BA2736 Geneva (GVA)
07:25 BA478 Barcelona (BCN)
07:25 BA1324 Newcastle (NCL)
07:30 BA564 Milan (LIN)
07:35 BA458 Madrid (MAD)
07:35 BA772 Zurich (ZRH)
07:35 BA1474 Glasgow (GLA)
07:40 BA2758 Amsterdam (AMS)
07:45 BA372 Toulouse (TLS)
07:50 BA640 Athens (ATH)
07:55 BA1434 Edinburgh (EDI)
07:55 BA2732 Lanzarote (ACE)
08:00 BA2770 Jersey (JER)
08:05 BA868 Budapest (BUD)
08:20 BA1306 Aberdeen (ABZ)
08:25 BA360 Lyon (LYS)
08:25 BA830 Dublin (DUB)
08:30 BA1372 Manchester (MAN)
08:35 BA392 Brussels (BRU)
08:35 BA684 Innsbruck (INN)
08:35 BA906 Frankfurt (FRA)
08:35 BA2750 Grenoble (GNB)
08:35 BA540 Bologna (BLQ)
08:40 BA306 Paris (CDG)
08:40 BA578 Venice (VCE)
08:50 BA2612 Naples (NAP)
08:50 BA726 Geneva (GVA)
08:55 BA2742 Geneva (GVA)
08:50 BA2612 Naples (NAP)
08:50 BA726 Geneva (GVA)
08:55 BA2742 Geneva (GVA)
09:05 BA484 Barcelona (BCN)
09:05 BA554 Rome (FCO)
09:05 BA1442 Edinburgh (EDI)
09:15 BA506 Lisbon (LIS)
09:15 BA2664 Tenerife (TFS)
09:20 BA712 Zurich (ZRH)
09:25 BA382 Grenoble (GNB)
09:25 BA676 Istanbul (IST)
09:25 BA2654 Salzburg (SZG)
09:35 BA962 Hamburg (HAM)
09:40 BA728 Geneva (GVA)
09:45 BA406 Cairo (CAI)
09:50 BA1370 Manchester (MAN)
09:55 BA1326 Newcastle (NCL)
10:00 BA414 Tenerife (TFS)
10:00 BA686 Innsbruck (INN)
10:00 BA1482 Glasgow (GLA)
10:00 BA2596 Verona (VRN)
10:05 BA668 Marrakesh (RAK)
10:05 BA2754 Grenoble (GNB)
10:15 BA492 Gibraltar (GIB)
10:20 BA474 Barcelona (BCN)
10:20 BA588 Milan (LIN)
10:20 BA2600 Gran Canaria (LPA)
10:25 BA2744 Geneva (GVA)
10:40 BA834 Dublin (DUB)
10:45 BA890 Sofia (SOF)
10:50 BA926 Munich (MUC)
10:50 BA1390 Manchester (MAN)
11:00 BA740 Geneva (GVA)
11:00 BA2702 Tenerife (TFS)
11:05 BA2738 Geneva (GVA)
11:10 BA992 Berlin (BER)
11:50 BA730 Geneva (GVA)
11:55 BA2772 Jersey (JER)

Added at 10:30, some initial flight cancellations this afternoon, running total 92

12:00 BA518 Lisbon (LIS)
12:30 BA682 Salzburg (SZG)
12:45 BA788 Geneva (GVA)
14:20 BA818 Copenhagen (CPH)
14:40 BA1334 Newcastle (NCL)
14:45 BA790 Gothenburg (GOT)
17:30 SU2583 Moscow (SVO)
21:40 BA3599 Bangkok (BKK)

Added at 11:30 two more cancellations this afternoon, running total 94

13:05 BA314 Paris (CDG)
13:20 BA480 Barcelona (BCN)

Added at 13:30 for more cancellations, running total of 98

15:00 BA734 Geneva (GVA)
15:05 BA1486 Glasgow (GLA)
15:15 BA826 Dublin (DUB)
15:20 BA796 Geneva (GVA)

Done another check at 6.30pm and the running total is up to 125 cancellations today, so another 27 in this update

14:25 BA1312 Aberdeen (ABZ)
14:30 BA2690 Innsbruck (INN)
15:25 BA1396 Manchester (MAN)
15:25 BA2782 Porto (OPO)
16:10 BA636 Athens (ATH)
16:25 BA680 Istanbul (IST)
17:10 BA1314 Aberdeen (ABZ)
17:10 BA820 Copenhagen (CPH)
17:15 BA550 Rome (FCO)
17:20 BA582 Venice (VCE)
17:30 BA860 Prague (PRG)
17:35 BA708 Zurich (ZRH)
17:35 BA348 Nice (NCE)
17:40 BA1420 Belfast (BHD)
17:55 BA488 Barcelona (BCN)
18:05 BA1492 Glasgow (GLA)
18:25 BA870 Budapest (BUD)
18:25 BA1402 Manchester (MAN)
18:30 BA1336 Newcastle (NCL)
18:40 BA706 Vienna (VIE)
18:45 BA1438 Edinburgh (EDI)
19:35 BA2778 Jersey (JER)


And an initial batch of 22 outbound from LHR flights cancelled on Sunday 27th Feb 2022

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)

and later on the day on Sunday these flights were also canned

15:30 BA826 Dublin (DUB)
15:55 BA2570 Palma de Mallorca (PMI)
16:05 BA2782 Porto (OPO)
16:10 BA1486 Glasgow (GLA)
16:30 BA960 Munich (MUC)
17:00 BA912 Frankfurt (FRA)
17:10 BA580 Milan (MXP)
17:20 BA322 Paris (CDG)
17:30 BA736 Geneva (GVA)
17:35 BA1420 Belfast (BHD)
18:30 BA1438 Edinburgh (EDI)
19:15 BA738 Geneva (GVA)
19:40 BA504 Lisbon (LIS)
20:20 BA1402 Manchester (MAN)
20:50 BA1478 Glasgow (GLA)
21:00 BA1318 Aberdeen (ABZ)
21:15 BA824 Dublin (DUB)

With 39 flights outbound from LHR cancelled on Sunday that brings the total up to 164.

Last edited by plunet; Feb 28, 22 at 3:00 am Reason: added cancelled flights before 0745 - copy paste error, added additional pm cancellations
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