Have you been abused by British Airways?

Modern air travel is stressful enough without the abuse that some airlines inflict on passengers. If you are a legitimate victim of airline abuse and reasonable attempts at redress have been ignored or refused by the airline, I encourage you to submit a complaint via the CEDR to send a clear message to the airline that this behaviour will not be tolerated. The process is free if you are successful or £25 if you are unsuccessful. Please let me know about your success stories!

Legal Advice

If you need legal help, I haven't used Bott & Co Solicitors personally but they have some good advice on their website about claiming compensation from airlines and have a no-win no-fee no-risk guarantee.

Claiming Back Travel Costs after Coronavirus Cancellations

Coronavirus

Plans have been disrupted for many travellers due to the Coronavirus pandemic with the airline companies being particularly hard hit.

Given the uncertainty with lock-downs to varying degrees across most jurisdictions, it seems reasonable for airlines to refund the cost of flights if they can't provide the flight on the agreed date.

Unfortunately, many airlines seem to be hanging on to customers money and offering vouchers or credits for future airline travel at some unknown date.

Airline customers are left out of pocket wondering if the airline companies will survive the crisis to honour these vouchers or credits.

At least one British Airways customer who contacted me this week is in this situation, holding approximately £1200 of British Airways vouchers that he has repeatedly but unsuccessfully tried to use to purchase new travel. He has been unsuccessful trying to contact British Airways by phone and is asking what options are available.

After you have made reasonable attempts to recover your money from the airline, my suggested options include:

  • contacting your banking provider to reverse the transaction on your credit card (assuming you used a credit card to pay for the travel)
  • pursuing a claim via the CEDR which will cost you £25 if you are unsuccessful
  • pursuing a claim via the small claims court (which may be difficult or impossible if you live outside the UK)
  • finding some professional help with your claim

Professional help is available e.g. there is some excellent advice on the Bott and Co. website including:

  • It is specifically EU Regulation 261 laws relating to cancelled flights that are relevant for cancellations relating to Coronavirus. Under this law, you are legally entitled to a refund within seven days equal to the price you paid for your ticket.
  • This law applies to flights that would have departed from the EU or arrive in the EU on an EU based airline.
  • The United Kingdom is still part of the EU until the end of 2020, so the above criteria apply at a minimum to all EU and UK based airlines.

Bott and Co. can pursue a claim on your behalf and they have a very high success rate. They charge 25% of the refund amount recovered in successful claims and charge nothing if they are unsuccessful.

I am not affiliated with Bott and Co. but they do seem to be the experts at this.

Record Breaking Fine after British Airways Data Breach

Credit Card Data Breach

British Airways are facing a £183 million fine after a data breach in 2018 where the personal data, including names, addresses, credit card numbers and travel details of approximately 500,000 customers was breached.

This will be the largest fine ever imposed by the Information Commissioner’s Office (ICO).

The recently introduced GDPR rules allow a company to be fined up to a maximum of 4% of of its turnover.

British Airways has 28 days to appeal.

October 2020 Update: The ICO has fined British Airways £20m for failing to protect the personal and financial details of more than 400,000 of its customers. Even though the fine was reduced to take into account the economic impact on the airline from Covid-19, it is still the largest penalty the ICO has ever issued.

BA Cost Cutting for Short Term Gain

Terminal 5 Check-in

Brian Lait has good insight into British Airways management and has contributed a new article, BA cutting costs for a quick buck in the Cyprus Mail.

"Avaricious" is a new word to me but perfectly personifies the current BA management who seem determined to cut costs and maximise profits for themselves and their shareholders.

While the current management have driven BA down to the 40th most popular airline, and despite the numerous BA disasters of 2017, BA continue to make a profit.

As long as the shareholders are happy, the travelling public are still willing to support the "National Airline" (which frankly is astounding to me) and assuming they aren't cutting corners on safety, then nothing seems likely to change at least in the short term.

Some Advice for British Airways Management

British Airways 747Rowan Jackson has some great advice for British Airways which he shared recently on Linked In.

Rowan flies frequently with British Airways and is a member of the British Airways Future Lab which is supposed to be how British Airways obtains detailed feedback from customers. Unfortunately, it sounds like the feedback is falling on deaf ears.

The article has struck a chord with the travelling public and has been liked over 12,000 times as at the end of July.

Obviously, change is needed and as Rowan says, it might not be too late to save the Airline from disaster assuming someone is still left to listen to the advice.

enfrdeitjaptrues

Your Stories

Friday before Christmas - LHR. Already had original flight (etd 1215) canceled so we were left with an 11 hour connection to the 1520 departure. Started showing delays around noon, alternating between 4 hours and 45 minutes. Inbound arrives, gate is ...
Keith Thompson
I was flying with them to get to Madrid, and had to spend the night in madrid to catch a flight to Athens, the plane had engine trouble and they could not get me to Madrid on time the next morning to catch my connection. I told them that at the ...
Daniel Le
I would be extremely grateful for any quick replies to this query as the CEDR adjudication date is upon us in a few days and BA have only now just submitted a number of documents in their defence despite several months of completely ignoring us. As ...
SJ McLellan
British Air is terrible. just last week , they lose my Mac Laptop... and when I tried to talk to customer service in terminal 5, the jerk working there try to have security take me away instead of dealing and helping with my situation. NEVER ...
David
A recent flight between London and Cape Town was by far the most intolerable of my life. Not only does BA pack passengers into economy like sardines, the flight crew made only a few passes through the cabin after serving dinner and before serving ...
Mike
Tried prebooking seat for my wife going back to Thailand. Web site wouldn't let me. Phoned BA. Indian lady less than helpful. Despite me paying for a Premium Economy seat she would only speak to my wife. She speaks less English than the rep. It was ...
Glenn Michael Perry
We saved supermarket points for 1 1/2 years, so that we could convert them into air miles, hence pay for our flights to go and get married in the British Virgin islands. We finally saved enough miles to book our tickets. Little did we know the ...
Khi
I flew from London to Bangkok for 11 hours in economy. Torture! The plane they used was obviously very old - my mobile has a screen about the same size as their tv screen. No outlets to charge our devices. No legroom whatsoever - serious leg ...
Annie F
I have never encountered such atrocious customer service. The Civil Avation Authority could not help me, because they have no legal power themselves over BA. So, take your claim to the County Court (a small fee), or contact CEDR. BA are currently ...
Derek B Scott
I was traveling with my wife and 7 month old daughter, while I was helping my wife make my daughter comfortable I requested for a glass of warm water, the stewardess who was busy chatting up another passenger on what sushi she likes, asked me to get ...
Allen

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