Feb 26, 22, 2:56 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 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]
Feb 25, 22, 9:50 pm
#1
Original Poster
Join Date: Mar 2012
Location: ABZ
Programs: BA Gold, HH Gold, SPG Gold, Marriott Gold elite, *A Gold.
Posts: 253
All BA short haul out of LHR 26 Feb cancelled [Rebooking assistance thread]
Well, we're stuck in Milan, a heelish week where the bag only arrived 2 days ago, now this.
LIN - LHR flight cancelled, can't rebook until tomorrow, call cnetras not taking calls.
LIN - LHR flight cancelled, can't rebook until tomorrow, call cnetras not taking calls.
Feb 25, 22, 10:17 pm
#2
Moderator: Hyatt Gold Passport & Star Alliance
Join Date: May 1998
Location: London, UK
Programs: UA-1K 3MM/HY- LT Globalist/BA-CCR/GGL/GfL
Posts: 11,535
My Sofia is cancelled this morning - no word from BA of course - and as it's on an AA ticket I cannot rebook.
I'll wait for a bit before I try and get through but there is little chance that I will speak to them before it should have left.
The return is showing that it may be cancelled because of 'Weather'!
I'll wait for a bit before I try and get through but there is little chance that I will speak to them before it should have left.
The return is showing that it may be cancelled because of 'Weather'!
Feb 26, 22, 12:30 am
#5
Join Date: Mar 2007
Programs: BA GGL/CCR
Posts: 377
All BA short haul out of LHR this morning 26 Feb cancelled
All short haul out of T5 this morning is cancelled due to IT outage.
Long haul is still scheduled - but I suspect with delays.
short haul is expected to commence this afternoon.
I arrived at T5 at c.0545 and there was no queue for the First Wing - but rest of terminal concourse is packed - cancellations were made very late with most people arriving at LHR unaware.
Feb 26, 22, 12:40 am
#6
Join Date: Mar 2012
Location: London
Programs: BA Silver Seigneur des Horaires des Mucci.
Posts: 1,984
Originally Posted by onlynik
Since BA arent flying and cant rebook my flights - could I book with another carrier and claim that back?
Have done it in the past with other airlines and they paid up
Depends how much you want to travel
Feb 26, 22, 12:43 am
#7
Join Date: Jun 2009
Programs: BA GGL/GfL; Hilton Diamond; Marriott Ambassador; IHG Diamond;
Posts: 213
To add:
All BA operated short-haul flights scheduled to depart on 26 Feb before 12pm are cancelled as of now.
Almost all BA-operated long-hauls today still operating, some with delays already posted. Some, like BA207 to MIA are delayed 6+ hours.
The only long-haul cancelled so far appears to be BA185 to JFK.
All BA operated short-haul flights scheduled to depart on 26 Feb before 12pm are cancelled as of now.
Almost all BA-operated long-hauls today still operating, some with delays already posted. Some, like BA207 to MIA are delayed 6+ hours.
The only long-haul cancelled so far appears to be BA185 to JFK.
Feb 26, 22, 12:49 am
#9
Join Date: Jun 2018
Programs: BA, Avis, Amex
Posts: 270
IT problems cause BA cancellations and delays at Heathrow:
"The delay was because the crew could not access any IT systems to get a stand where passengers could depart the aircraft."
https://www.bbc.co.uk/news/business-60533275
"The delay was because the crew could not access any IT systems to get a stand where passengers could depart the aircraft."
https://www.bbc.co.uk/news/business-60533275
Feb 26, 22, 12:51 am
#10
Join Date: May 2012
Location: London
Programs: BA Gold, HH Diamond
Posts: 628
As far as I can see (Flightradar data), no short haul arrivals are scheduled before around 16:00 - anything before that is already showing as cancelled.
What a mess (to put it mildly). I'm due to fly at 12:05: I'm fully expecting that to be cancelled too, but my bag is already checked in so I guess I'll have to go to the airport regardless...
What a mess (to put it mildly). I'm due to fly at 12:05: I'm fully expecting that to be cancelled too, but my bag is already checked in so I guess I'll have to go to the airport regardless...
Feb 26, 22, 12:59 am
#11
Ambassador, British Airways; FlyerTalk Evangelist
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 38,620
Originally Posted by LSSI92
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?
What are my options regarding refunds/compensation?
Depends what you do with your MAN flight now whether you get a refund, if you hang around LHR and eventually get rebooked you wouldn't get a refund. Tbh unless you are already rebooked on a flight to MAN today (I imagine any that run will be packed) I would be tempted to get the train instead and claim the cost of the train ticket back from BA, and you would be due a refund for your LHR-MAN.
Feb 26, 22, 1:04 am
#12
Join Date: Jan 2022
Location: Manchester, UK
Posts: 49
Originally Posted by KARFA
You should get compensation if you put in a claim.
Depends what you do with your MAN flight now whether you get a refund, if you hang around LHR and eventually get rebooked you wouldn't get a refund. Tbh unless you are already rebooked on a flight to MAN today (I imagine any that run will be packed) I would be tempted to get the train instead and claim the cost of the train ticket back from BA, and you would be due a refund for your LHR-MAN.
Depends what you do with your MAN flight now whether you get a refund, if you hang around LHR and eventually get rebooked you wouldn't get a refund. Tbh unless you are already rebooked on a flight to MAN today (I imagine any that run will be packed) I would be tempted to get the train instead and claim the cost of the train ticket back from BA, and you would be due a refund for your LHR-MAN.
Thank you for that, I appreciate it.
Feb 26, 22, 1:08 am
#13
Join Date: Sep 2013
Programs: BA Silver, ICH Plat Amb
Posts: 191
Looking like most of the short hauls out of LHR are cancelled this morning 
I'm on a flight to IAD this afternoon, which is still showing on time so far.
First flight in 2yrs, so I was prepared to jump through covid testing/paperwork hoops, just not expecting a IT failure (silly me)
Guess LHR is going to be busy today.
I'm on a flight to IAD this afternoon, which is still showing on time so far.
First flight in 2yrs, so I was prepared to jump through covid testing/paperwork hoops, just not expecting a IT failure (silly me)
Guess LHR is going to be busy today.
Feb 26, 22, 1:19 am
#14
Join Date: Mar 2014
Location: Boston, UK
Programs: BA Exec Club Gold
Posts: 101
Options?
I am in AMM, was due back to LHR this morning on BA313, which has been cancelled.
Next option offered in the App is Monday! There was no flight scheduled tomorrow. What are my odds getting re-routed onto another airline? I guess this will involve a conversation with the call centre if I can get through!
Next option offered in the App is Monday! There was no flight scheduled tomorrow. What are my odds getting re-routed onto another airline? I guess this will involve a conversation with the call centre if I can get through!
