British Airways strike: Passengers offended at airline ‘silence’ – BBC News
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British Airways strike: Passengers offended at airline ‘silence’ – BBC News

BA planeImage copyright
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British Airways passengers bear expressed their anger at being unable to score by to the airline following the confusion over cancelled flights.

BA pilots are due to this of strike on 9, 10 and 27 September, but BA moreover told customers with tickets booked on diversified days that their flights were cancelled.

The corporate admitted on Saturday that it had told some passengers, by mistake, to rebook or score a refund.

It acknowledged folks that booked diversified flights would possibly maybe claim the further costs wait on.

Nonetheless, it has not commented on what number of customers were affected, or the clarification for the error.

BA moreover acknowledged it received virtually 40,000 calls in the first 24 hours and used to be working across the clock to support kind folks’s problems.

After on the origin sending one e mail informing customers of cancellations after which telling them to rebook or discover refunds, BA then despatched a 2nd e mail to a pair of folks asserting their real flights would walk ahead as deliberate.

But in the 2nd e mail, passengers weren’t given a link to robotically rebook onto their real flight, that methodology they had to contact BA presently.

Some customers insist they’ve spent hours making an strive to score in contact with BA’s buyer companies without success.

One lady, Josie Simpson, told the BBC she called the airline sixty seven instances to strive to rebook a family holiday to Florida.

The corporate’s Twitter feed has moreover been inundated with messages from pissed off folks.

In preserving with one passenger, a BA marketing consultant acknowledged: “We’re extraordinarily sorry that you are having difficulties making an strive to rearrange your flights.

“Our groups were working tirelessly to support as a mode of our customers as possible, in these extraordinary situations.”

‘Tale mess’

Some customers who were told their flights weren’t scrapped despite the total lot were left careworn about whether or not their resolution to accept a refund has now been cancelled.

Others bear complained that they’ve been not illustrious of pocket.

Ellie Kormis, from Surrey, spent your total of Saturday making an strive to communicate to BA after being told one among her flights for her family’s kit holiday to Greece used to be cancelled.

She acknowledged they ended up reserving fresh flights – which extended their holiday by three days – and further accommodation, costing higher than £2,000.

“You would possibly maybe perhaps successfully be left in a insist where you would maybe maybe perhaps not communicate to any individual – and as well you apprehension you would maybe maybe both lose your holiday or be not illustrious of pocket,” she acknowledged.

BA then contacted her by e mail to say her flight wasn’t cancelled despite the total lot.

She acknowledged it used to be “an legend mess up on their phase”, joking that she had lost hope she would ever score by to communicate to someone at BA.

Image copyright
Ellie Kormis

Image caption

Ellie Kormis says she revamped 70 calls to BA on Saturday but did not score by

A BA spokeswoman acknowledged customers who were told their flights were cancelled in error and had booked different flights or incurred diversified costs would be entitled to refunds if they submitted receipts.

Earlier, some folks acknowledged they had been told by BA that wasn’t the case.

Kaelee Matthews, from Cardiff, acknowledged BA had told her it wouldn’t give her a refund for her flights to Orlando – which the airline had on the origin acknowledged were cancelled – on myth of they were restful working.

She has booked fresh flights with Virgin for her and her associate – costing an further £440 in total.

“We are disgusted with BA,” she acknowledged. “We do not know what to enact now. Virgin can not refund us, but we trace that. Bound back and forth insurers insist we’re not covered both.”

Laura Gillespie, Forty eight, from Perth, used to be moreover told by BA she used to be no longer entitled to a refund as her flight from London to Edinburgh used to be going ahead despite the total lot.

“I’ve now got flights booked with two diversified airlines going to the identical dwelling and I’m £a hundred and forty down,” she acknowledged.

“I trace or not it is not a mode of cash when when put next with some folks who bear spent 1000’s but it surely’s so demanding.”

In preserving with customers being pissed off at not being ready to score by to buyer companies, BA acknowledged:

  • It received 38,000 calls and 33,000 tweets in first 24 hours
  • Contact centres stayed open 24 hours to support resolve points, with 70 further workers
  • Around one hundred workers were working to acknowledge Twitter queries

The British Airline Pilots Association (Balpa) acknowledged on Friday the strikes were a “final resort” born out of “gargantuan frustration” with airline management.

Pilots bear rejected a pay broaden fee eleven.5% over three years, which the airline attach ahead in July.

BA says it carries A hundred Forty five,000 customers each day – with a like a flash of higher than 280 airplane – and a BA plane takes off from someplace on this planet every ninety seconds.


What can I claim if my flight has been stricken by the strikes?

BA advice says you would maybe maybe perhaps moreover request a stout refund, rebook your flight for as soon as all but again in the next 355 days, or use the mark of your fare to fly to a diversified commute dwelling.

In case your flight has been cancelled on myth of airline workers are inserting, the the Civil Aviation Authority acknowledged, then this would possibly well be even handed within the airline’s tackle watch over, and therefore you bear an correct honest to both:

  • A stout refund, and this entails flights in the identical hump that would possibly be from a diversified airline (as an illustration, an onward or return flight)
  • A replacement flight to score to your commute dwelling
  • Or, whilst you occur to would possibly maybe perhaps successfully be phase plot by your hump and do not desire a replacement flight, you would maybe maybe perhaps successfully be entitled to a flight wait on to the airport you first and foremost departed from

In some cases, passengers would possibly maybe perhaps moreover be entitled to further money compensation for the misfortune – but most productive whilst you occur to receive glimpse that your flight is affected lower than 14 days sooner than departure.


Maintain you ever been stricken by the BA points? Share your experiences by emailing haveyoursay@bbc.co.uk.

Please encompass a contact quantity whilst you occur to would possibly maybe perhaps successfully be prepared to communicate to a BBC journalist. You would possibly maybe perhaps moreover contact us in the next ways:

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August 25, 2019
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