Update On Reader Question: BA Mass Cancellation, Codeshare & EC 261/2004 Compensation?


A LoyaltyLobby reader dropped me an email regarding the BA meltdown that happened couple of weeks back and where to send the compensation request when flying on codeshare that I covered here on earlier this week.

Reader Question Compensation For British Airways Service Issues

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Here’s the email from the reader:

I read with interest your article on claiming compensation from BA under the EU regulations.

I was impacted as I was due to fly on May 27 from Dublin to Toronto via LHR on BA planes but the ticket was an AA code share ticket issued by AA but all planes were BA planes.

Both my flights were cancelled. AA rebooked me later that evening to LHR on Aer Lingus and then the next day, May 28, they code shared me out on a BA plane to Toronto. I was supposed to go to Toronto on the original ticket on May 27.

Do I seek compensation from AA as the airline who issued the ticket and then if they refuse to pay the EU mandated amount do I make an EU claim against AA or do I go to BA?

Your advice is appreciated.

Here was my advice

The operating carrier (British Airways) is required to pay for the EC 261/2004 compensation (600 euros) and for your overnight stay in London including dinner, breakfast, possible lunch and needed refreshments.

Just fill out the compensation form on British Airways website and they should be able to process the claim quite swiftly.

Let us now how it goes!

And here’s update from the reader:

I am attaching the letter I have received yesterday from BA where they agree to pay the €600 and have asked that I upload my expenses.

As I live in London my only expenses was a taxi back and forth from my home which I have now uploaded.

It is a form letter but it is interesting that they were able to incorporate from my original filing that I “missed an important meeting” and that I “incurred expenses”.

I have received another email that guarantees me Gold status for two years no matter how little I fly. Being based in London and flying regularly on long haul means I am Gold every year anyways so this is of little value. They will need to do better than that to keep my custom. As it is I am more and more often using other airlines for business or first class even when the flight is not direct because BA’s standards are getting worse while others are getting better (I think Air France on the 777 may have the best overall first class experience including the lounge and the escort service).

I am not a fan of code shares but the price difference for the ticket I wanted was huge which is why I did it. It was from an online travel agency and there prices for first class return were about 50% less than everyone else. When I dealt with AA on rerouting me after the cancellation, once I got to a supervisor, they were excellent, she said I had an unpublished rate, whatever that means. It worked out OK in the end.

Response from the BA:

RQ BA Update BA Response U


BA has been very expedient of handling the claims aftermath of their IT meltdown.

The reader is right that BA has certainly not kept up with competition when it comes to their first and business class products that are very old at this point in time and refresh is nowhere to be seen. I guess that this must be working for them then?

The problem in todays capitalism is that it is very shortsighted and the manager bonuses are tight to the short term performance (should me medium/long-term). You can cut corners everywhere making employees and customers unhappy but making making great short term profit only to find out that you don’t have viable long-term business and profitability long-term gone as well.