HUNDREDS of disgruntled passengers have complained about delays in receiving compensation after a British Airways IT failure caused chaos for more than 75,000 travellers.
BA’s computer meltdown across the Bank Holiday weekend in May left thousands of passengers stranded, facing huge delays or with lost luggage.
Under EU rules the airline must pay compensation to customers and reimburse them for certain costs.
But nearly two months after the disruption, customers are still waiting to get their money back.
Some have been sharing their anger on Twitter.
“#BritishAirways bad show! Nearing 2 months and still no response on flight cancellation refund! No Response on compensation request too!,”one traveller tweeted today.
“#britishairways whys my seat allocation and expensive taking so long from IT glitch flight that was cancelled,” another passenger wrote.
“@British_Airways Bags delayed 5 days due to crash on 28/05 put in claim for compensation BA now say it is Iberia’s fault. Utter crap! One angry” another passenger tweeted last week.
Today, the Daily Mail reported that hundreds of families were still waiting to get compensation following the disruption.
Others who have had their flights reimbursed, told the paper they have had expenses claims unfairly cut.
#BritishAirways bad show! Nearing 2 months and still no response on flight cancellation refund! No Response on compensation request too!
— Devabrat (@devabratagogoi1) July 18, 2017
#BritishAirways is there an award for poor customer care? Two weeks since I raised an issue – not even an email or a call. Well done. Awful
— David Poole (@Agile_pooley) July 15, 2017
Alex Neil from consumer group Which? told the Sun Online that British Airways is still failing its customers nearly two months after the event.
He said: “We’ve heard from passengers who have had a tough time trying to claim what they are owed, and with BA not giving those who have claimed a clear answer on when they can expect their money, this misery is only being prolonged.
“We want to see airlines change their compensation process so that, where possible, passengers are compensated automatically for delays and cancellations.”
Under EU law, passengers whose flights are cancelled – or delayed by three hours or more- are entitled to compensation.
The amount depends on the length of their trip. For short flights of up the payment is £218; for medium-haul flights it is £348 and £523 for long haul.
A spokesperson for British Airways told the Sun Online tens of thousands of customers already have had their compensation and refunds since May.
How to protect your holiday in future
THERE are steps you can take to protect yourself financially in the event of delayed or cancelled flights.
If you have adequate insurance, you should be covered on that for baggage loss, or some other travel expenses.
Make sure that you have a reasonable excess payment and that you’re covered for cancellation – otherwise you won’t be able to claim.
If you book your flights on a credit card, you are protected under Section 75 of the Consumer Credit Act, which gives consumers extra protection when things go wrong.
It means that you might be able to claim back the cost of a your hotel, flights or other holiday bookings, if you’re not able to use them.
These payments must be over £100 and no more than £30,000.
The spokesperson added that the company aims for 14 days to process completed claims – ones that include all the flight details, receipts and documents – but complex cases are taking a little longer.
“We have put additional resource into our customer relations teams, and tens of thousands of payments have already been made to customers who have completed their claims,” a spokesperson for British Airways said.