Flight Today Cancelled – Trouble Accessing Duty of Care Hotel Provision

[J]

BA cancelled our Munich to Heathrow flight today, and moved us to a flight tomorrow. I haven’t received any information regarding duty of care hotel booking, nor am I able to do this via Manage My Booking. I contacted customer service via the chatbot (which passed me on to an agent), and they said hotel provision is only for those who have arrived at the airport and do not have a rebooked flight – and that it can only be processed at the airport. I’m pretty sure this is nonsense… Also not very keen to make an unnecessary trip to the airport (with 2 young kids in tow), to find out what (if any) hotel accommodation they would offer.

Is there usually a way to arrange this online, or via phone? Or was the agent right that this can only be done at the airport?

[BA Flyer IHG Stayer]

Please see the answers to your post in the chat thread that answer this.