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The Times & The Sunday Times
The Times & The Sunday Times
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Stake your claim to a payout for BA chaos

Laura Whateley
The Times
Those affected by the BA Bank Holiday fiasco should claim directly through the airline in the first instance
Those affected by the BA Bank Holiday fiasco should claim directly through the airline in the first instance
PA
Laura Whateley
The Times

British Airways has been asked to change the “misleading” wording on its website after its power problem caused travel chaos over the bank holiday weekend. The site was advising those seeking compensation to go directly to their travel insurers.

The Association of British Insurers (ABI) says the advice is confusing. “Those affected should seek compensation, and any refunds, in the first instance from British Airways. Any cover available under travel insurance will usually kick in only if compensation is not available from any other source.”

Which?, the consumer group, has called on BA to introduce automatic compensation, arguing in a letter to its chief executive, Alex Cruz, that the airline is opting to do the “bare legal minimum”. It says the rules around compensation in the sector are out of step with other markets.

Under EU law, passengers can claim between €125 and €600 in compensation if a flight is cancelled or delayed by more than two hours for short haul or four hours long haul. If your flight is cancelled you can claim the full cost of your ticket. BA says those affected by the disruption can claim a full refund, if they decided not to fly, or can rebook for another date up to the end of November 2017.

Many readers have reported that staff from BA and other airlines have in the past suggested making alternative travel arrangements, only for them to later find that they could not claim back the cost. Keep receipts and record the name of the person giving advice.

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You are entitled to food, drink, phone calls and accommodation if your flight is cancelled or delayed as above, although how much you can claim is not always clear. BA has promised some customers up to £200 if they had to stay in a hotel, up to £50 for transport from the hotel and airport, and £25 a day for food. If you need to call BA, use its free number, 0800 727800.

Airlines do not have to compensate you for any “consequential loss” incurred. This is when you should contact your travel insurer, however, not all are paying out over the BA incident.