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I know BA are slow, but I have an EU261 claim for a cancellation still pending since 9th June. This was a manual form claim as it chose not to recognise any of my flight or booking details at the point of claim. I have checked on the Chat Bot and says it is still in the queue and will be looked at soon.
Also related is an email I received a month ago advising that BA has a new complaints system, and therefore to use a new case number going forward. The Chat Bot didn’t recognise the new number, but picked up the old one…
Back to the point of my Q, is this normal and/or who can I manually chase in case it is lost in the ether?
I don’t think there’s really anything that can be done to speed it up. They have a massive backlog and a lot of people are waiting a long time. It’s quite normal to wait up to 3-4 months although yours is on the longer end of timescales I’ve seen reported on Flyertalk and Facebook. I’m still waiting since 4th July so far.
You can submit a CEDR complaint at any time after 8 weeks have passed, although it probably won’t speed up the process. But it could be useful to get the ball rolling now just in case BA end up incorrectly declining your claim.
Thanks, I’ll give it a bit longer but will definitely note the CEDR route as a contingency.
I think I was spoilt last year with a TUI cruise charter claim, approved and paid in a matter of days from submitting!
Submit a CEDR claim now – the worst that could happen is BA pay up and you discontinue the CEDR claim. There’s no benefit to waiting once you’re past 8 weeks.
Do CEDR have to put up with this absolute unreasonableness from BA?
Can they just say no more cases for BA?
I note CEDR is a charity.
People should send letter before action after two weeks giving them a deadline to respond and after that take it to MCOL (it’s 8 weeks for CEDR). If people keep allowing BA to take that long without doing anything about it, then things won’t change.
Put a claim in on the 4th of September, received an e-mail confirming my claim on the 13th, money in shortly after – so this is definitely way too long. Not that my reply helps – apologies.
Put a claim in on the 4th of September, received an e-mail confirming my claim on the 13th, money in shortly after – so this is definitely way too long. Not that my reply helps – apologies.
Your claim may have been pre-categorised into ‘just pay’.
Put a claim in on the 4th of September, received an e-mail confirming my claim on the 13th, money in shortly after – so this is definitely way too long. Not that my reply helps – apologies.
It seems that some cases are processed semi-automatically and are sorted within 1-2 weeks like yours. But a lot of cases are diverted into some kind of manual processing queue and they often end up waiting up to 4+ months.
Some cases will be easier – a mechanical fault at Heathrow on a single flight is fairly unarguable, so they will be paid more easily. Connecting flights or multiple causes of delay will mean someone has to actually look at it, which will add it to the massive backlog pile.
If you have written a long essay about how terrible it all was, and how much you dislike BA, it will be much harder for them to get the information required than if you’ve written 2 lines stating you were delayed on flight X on date Y, so that will move your claim to the backlog pile.Some cases will be easier – a mechanical fault at Heathrow on a single flight is fairly unarguable, so they will be paid more easily. Connecting flights or multiple causes of delay will mean someone has to actually look at it, which will add it to the massive backlog pile.
If you have written a long essay about how terrible it all was, and how much you dislike BA, it will be much harder for them to get the information required than if you’ve written 2 lines stating you were delayed on flight X on date Y, so that will move your claim to the backlog pile.This is true, but it’s by no means only those complex cases that get thrown on the backlog pile.
Both my super slow cases from this summer were very simple, single flight operational cancellations within scope for EU261 (Code OPEY). The first time I wrote 1-2 brief sentences in the description box, the second time left it blank as there was nothing additional to add.
Had an e mail today from BA relating to my claim from 02.08.23 agreeing to pay the claim relating to a cancellation due to an aircraft going tech.
Still no reply to my claim from 18.06.23. which is not complex.
Had an e mail today from BA relating to my claim from 02.08.23 agreeing to pay the claim relating to a cancellation due to an aircraft going tech.
Still no reply to my claim from 18.06.23. which is not complex.
I have just had a reply to the 18.06.23 claim with them agreeing to pay compensation. I did chase this one 14.08.23, so that’s nearly 3 calendar months.
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