CAA ‘seeks explanation’ over BA cancellation chaos

The Civil Aviation Authority has asked British Airways for information over its flight cancellation procedures, including assurances it is complying with its obligations to consumers.

CAA director Richard Stephenson said: "We have been in contact with the airline to determine what has happened and are seeking an explanation to confirm how it complied with its re-routing obligations to consumers.

"Passengers who have seen their flights cancelled should be offered the choice of reimbursement for cancelled flights, alternate travel arrangements under comparable conditions at the earliest opportunity which includes flights on other airlines, or a new flight at a later date at the passenger’s convenience.

"We also expect airlines to proactively provide passengers with information about their rights when flights are cancelled."

On Tuesday, BA said 500 customer relations staff were helping clients and the contact centre is operational 24 hours. BA’s ba.com/strike page has had almost 270,000 hits.

By Tuesday lunchtime, the longest waiting time was down to six minutes and the airline had handled 52,000 Tweets and 60,000 calls.

One hundred staff are supporting Twitter, a 20% increase than the usual amount. Ninety additional airport staff have been redeployed to take calls.

UK rules state consumers should be reimbursed within seven days for either the full cost of the ticket or the part or parts of the journey not made, together with a return flight to the first point of departure, at the earliest opportunity, if relevant.

Passengers should be re-routed to their final destination under comparable transport conditions at the earliest opportunity or, at a later date at the passenger’s convenience, subject to seat availability.

For passengers who were informed their flight was cancelled but whose flight has been reinstated or is still running, the CAA said: "We understand that the airline is dealing with each case on an individual basis and encourage passengers to speak to them directly.

"Having been informed in error by BA that their flight was cancelled, those consumers that took action should not be left out of pocket, and any reasonable costs of re-booked flights should be claimed from the airline."

BA said: "We’re extremely sorry that some of our customers are having difficulties trying to re-arrange their flights. Our teams have been working tirelessly to help as many of our customers as possible, in these unprecedented circumstances.

"Our teams have been providing our customers with as many options as possible, as quickly as possible, including a full refund or re-booking to a different date of travel or airline."

To customers who received incorrect emails saying their flight had been cancelled, the airline said: "We are sorry for any confusion and inconvenience this has caused. We would encourage anyone who has incurred any expenses as a direct result to get in touch, and we will deal with each case on an individual basis.

Related News Stories: