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Apologies in advance if this has already been discussed but my Sunday evening flight from Gothenburg to Heathrow was cancelled about 18 hours in advanced on 3rd September 2023. I had paid for a business class flight with Avios for my wife and myself but BA rebooked us on the Monday morning flight on 4th September in economy. I tried calling BA on the Sunday morning for alternative flights but they were ‘too busy’ to take any calls and to try later.
On the 4th September, I submitted an online claim with all the relevant information and receipts for EU261 compensation. I received an email acknowledgment with link where I could follow-up the progress of my claim. A few weeks passed, I heard nothing so I chased them. Another few weeks passed so I chased them again but no still reply. On the 6th November, I received an email saying that my case reference number had changed, and to use this for all future communication. I’ve tried to phone BA several times and each time I get an automated message saying that they are busy and to try again later!!
Almost 12 weeks have passed and still no compensation and my Avios account has not been credited. How can this type of basic claim so difficult to process? Bearing in mind that all the needed information to approve this type of claim is held in a database, this approvement process should be automated and only deviances within a specific threshold should be manually approved. My additional expenses that I claimed were relatively modest – £100 for hotel accommodation and £50 for dinner for my wife and myself, with submitted receipts.
Does anyone know if there is a customer services email address or a phone number where I can speak with someone to chase this?
I appreciate any feedback 🙂
I do hope you claimed for downgrade reimbursement as well as the £220 compensation and your expenses.
Maybe naievely on my part, I thought that they would do this automatically……
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