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Hi – just trying to gauge if I’m just an unlucky PAX or if this is the norm. Flew HND-LHR on 28th Sep 2023 which was 4hours delayed on arrival into Heathrow, submitted a claim under EU261 for compensation on both myself and my partners behalf and yet to hear anything back.
Only thing I’ve heard is mid November regarding a case number change which all correspondence should go through – hilarious given the lack of correspondence coming my way! I’ve live chatted every couple of weeks and I’m “still in the queue”.
Is this a normal amount of time people are waiting for a response on EU261 claims? Unsure how to even escalate to get a response without going through the pain of calling the customer service centre for 3 hours, to be told “you’re still in the queue”.
Thanks!
I’ve been waiting 2 months , prompted twice with the responding BA email thanking me for getting in touch. My claim is for duty of care – o/n hotel and meal. Its really not fair to be out of pocket because BA mess things up and cancel flights
BA must be haemorrhaging compo and duty of care just now. My LHR-DXB last month was 4 hours late departing (not holding my breath for the UK261 claim!); I was tracking the flight for a week before for the gate numbers and 5 days out of 6 it was delayed. With more people becoming aware of their rights, you have to wonder how BA is letting all this happen!
I made a complaint to BA on 2nd October (not for delay or cancellation compensation), but for there being vomit in the queue for the CW check-in desks. It was there for well over a half hour, and they didn’t make any effort to find anyone to clean it, despite me asking them twice. All they did was put a trolley over the area after at least 30 mins of it being there. It could have been there even longer as I didn’t see the person vomit, but I was in the queue longer than 30 mins.
BA finally replied on 28th Dec, offering an e-voucher.
How disgusting, not to mention a slip hazard! With @elguiri’s experience earlier, it seems to be an effect BA is having on people …
Data point – submitted a claim to BA in respect of our delayed LHR-DXB 2 1/2 weeks ago and this morning have received £520 in my bank account, pleasant surprise!
My recent claims were all settled pretty promptly but then again they were (a) clear cut with no ability for BA to deny; (b) I provided ALL the receipts as part of the claim, (c) I kept any text simple* and (d) being gold helped I’m sure
* I think keeping text short and concise is the key. If you write screeds about how BA ruined a special trip and you’re never flying with them again and how the kids were getting tired etc etc then it makes the claims handlers job much harder to cut through to the pertinent facts so they are tempted to put it into the “I’ll look at that later when I’ve sorted out 20 easier ones pile”
Mine was pretty much: “Flight was due to land at XXXX. Flight landed/doors opened at XXXX. Pax were told repeatedly by crew and captain that delay was due to technical issues.” I don’t know if being Silver helped, or there’s a note on my account saying “tenacious”!
Just to add to my previous post about being offered an e-voucher after complaining about the vomit in the queue in the CW bag drop area, amongst other complaints.
I replied asking what the expiry rules were on the voucher, as in book by or book and fly by, as the FAQ’s they had linked did not answer this question.
They replied pretty quickly, but again just linked the FAQ’s again. I asked again for clarification on this point, but also asked if they could swap it for 10k avios instead, as I wasn’t sure I’d be able to use the voucher in 2024, especially if it’s book and fly by (expires Dec 2024, but i’ve already booked all travel for 2024).
They confirmed the voucher can be used for travel in 2025, as long as it’s booked by the expiry date, but additionally, they offered an additional 20k avios for not addressing the issues I had raised in my initial complaint (not just related to vomit!).
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