BA cancelled twice – no response from customer service after 3 months
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Good morning all,
I am looking for advice on how to proceed with a complaint that BA are failing to answer.
Last week of September I had a cancelled flight from London City to Edinburgh which meant I had to stay overnight. I was rebooked on the first flight next morning but that was also cancelled.
Third time was indeed lucky, I made it home but almost 24hrs later.
I’ve submitted flight details and receipts for hotel and food expenses but I vent heard back. I also asked for compensation.
Despite three months passing, I am yet to hear back.
I called BA Gold line who told me my complaints were dealt with but could not prove how and when and advised me contact BA customer service team again. I did that but this has been almost 2 weeks now and still not response.
How do I take it forward given there are no phone numbers to call and BA Gold line stuff has no access to complaint system
Any help would be much appreciated.
Kind regards,
Patrycja
Write to BA legal at Waterside.
Give brief details of the issues and how you’ve tried to resolve it and give them 14 days to resolve (I.e. pay up) or otherwise you’ll take them to MCOL.
Thank you BA Flyer, is this the Harmondsworth, UB7 0GB address?
Is there anything else I should mention apart from MCOL?
Yes that’s the address.
Not particularly other than concise details of the issues and the efforts made to resolve it.
Thank you
It’s almost like they don’t want to pay us? I think that you’ve been very patient to give BA three months to settle.
To be fair they’ve always paid out on my previous cancellation but took on average 2 months at a time. Clearly not this time. It’s annoying
DM on Twitter may help.
Also, depending on the reasons for the first and second cancellation, you may be entitled to two sets of compensation.
This is in addition to the expenses under duty of care
Thank you BA Flyer, is this the Harmondsworth, UB7 0GB address?
Is there anything else I should mention apart from MCOL?
You need to do more than just “mention” MCOL. They triage these letters and if they didn’t think you mean business, they will simply ignore you. You need to set out precisely what happened and what obligations (cite the Articles) they owe you under UK261 that were due to be paid within 7 days of your claim but despite various chasers, no response has been received, nor funds paid. Give them 14 days to respond and tell them you will issue proceedings without further reference to BA in the absence of a response. Have you ascertained the reason for the cancellations? It’s far from ideal going to MCOL blind, because they can just effectively trump your claim and you will loss a large part of the fee, even if you get the expenses.
@RobL – tried Twitter yesterday and no response
@AJA – I am hoping that’s the case, first one was due to pilot’s fatigue, we were not given the reason for the second one. How would I find this out?
@JDB – right, I’ll pull up all the details and quote specific articles, easily done from previous articles here and citizen advice pages. I haven’t actually realised that they should have paid out within 7 days.HfP website logged me out in the middle of replying so my post disappeared.
Basically you are too late now to find the reason for the cancelled flight but it is up to BA to prove that compensation isn’t due, it is not your responsibility to give them the reason. It just helps knowing if you have a case.
I’d claim for both flights anyway.
Thank you AJA. I’m enjoying new year in Peru and will get this sorted as soon as I’m back in Uk
HfP website logged me out in the middle of replying so my post disappeared.
Basically you are too late now to find the reason for the cancelled flight but it is up to BA to prove that compensation isn’t due, it is not your responsibility to give them the reason. It just helps knowing if you have a case.
I’d claim for both flights anyway.
The problem with this is that they might only choose to provide the evidence after you have issued your MCOL and the fees based on the sum claimed, so they need to be pressed on this from the outset so as to avoid losing money. If they offer some evidence of ‘extraordinary circumstances’ it is highly likely to be accepted.
It’s definitely not too late to find the reason for the cancellation. Airport control should have historical information. It’s not like it has been years. If BA fails to provide the proof, you can ask the airport.
It’s definitely not too late to find the reason for the cancellation. Airport control should have historical information. It’s not like it has been years. If BA fails to provide the proof, you can ask the airport.
Indeed, the reason for cancellation never goes away. I think the OP was talking about ExpertFlyer where it only shows (if it all) for a few days and anyway isn’t a reliable source.
Thank you. Would the easiest way to find the reason for the second cancellation be to emails London City or is there a better way?
For sure I’d claim for the first cancellation now.
LCY I’d try to contact by phone as well as email but who knows how long it might take them to respond? And with likely being flooded by emails you might not even get a response.
Guessing you could also call just to find out who to send the email to. And I bet the CAA would know where to get this info as well.
Apologies for hijacking thread.
I had a flight cancelled to NYC and only found out when at airport. Desk staff (not ba) managed to book me on a virgin flight 4 hours later. I have had an email from ba saying I might be eligible for EU compensation. Is that correct even though I was rebooked?
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