The fall out from BA’s weekend IT meltdown continues with the share price of its parent company IAG falling on the stock market and the airline facing questions over its decision to outsource many of its IT functions.
One issue that is likely to run and run is what damages affected passengers are entitled to and what expenses BA is liable to reimburse.
How to claim expenses from BA:
If you have incurred expenses on hotels, meals, ground transportation and communications you can submit a claim for these online:
You can simply do this by submitting a claim through the BA website.
You will need to have details of your booking to hand, and be able to submit copies of your receipts (either by post or electronically) and provide details of an account to which the refund should be transferred.
However, BA has remained silent on entitlement to claims for compensation under EC Regulation 261/2004 and refunds for passengers who booked alternative flights themselves
After Saturday’s cancellations BA did eventually rebook passengers on to other airlines.
However, many passengers took matters into their own hands and booked alternative flights directly with other airlines. These would be substantially more expensive than through reciprocal agreements between airlines. See for example:
It's a full refund for substitute flights I'm after https://t.co/rQsCAmSdaH
— Jancis Robinson (@JancisRobinson) May 30, 2017
BA has not, to our knowledge, published a formal policy on this. We suspect that this, and the matter of EU compensation under EC Regulation 261/2004, is likely to run for some time yet and will probably not be resolved without passengers instigating legal proceedings.
However, in terms of submitting a claim for compensation under EC Regulation 261/2004 there is general guidance on compensation and a claim form on the BA website.
Update: Since this article has published BA has confirmed that it will consider claims for compensation under EC Regulation 262/2004. The airline will also consider claims for refunds who booked themselves onto flights operated by other airlines.