British Airways can’t seem to stay out of the news this week. First, there was its fat-finger fare fiasco — still unresolved, as many customers wait to hear how they’ll be compensated. And just yesterday, I received word about a resolution on another case involving the airline.
Reader Nancy Ostrofsky was stranded in Miami twice while she waited to fly to London to see her son’s college graduation this summer. The first time, BA covered some of her expenses. But the second time, it fell short and eventually made her miss her son’s big day.
Around 5 p.m., there was an announcement that the 5:50 p.m. flight would be delayed and we would take the 9 p.m flight. After waiting until 9 p.m., there was an announcement that the 9 p.m. flight had technical difficulties and was canceled. All passengers were advised to rebook for the next available flight, and that BA would take care of hotel and meals for them.
Since I was in a wheelchair, the BA duty manager asked me where I lived. When I told him Miami, he asked me if I wouldn’t be more comfortable in my own home and said BA would pay for my taxi to and from the airport for my next scheduled flight so long as I presented the taxi receipts. I went home.
True to its word, BA covered her taxi fare. But that was the least of her problems. Once Ostrofsky got home, BA told her it couldn’t get her on to a flight until after her son’s graduation. She asked if it had a reciprocal agreement with another airline that flew to London, and was told “no.” So she accepted a later flight.
Then I received a call from BA advising me my flight was canceled but they could get me on a flight with American Airlines at 5 p.m., if I could get there on time. I accepted it and called my taxi and got to the airport on time for that flight. I had already missed the graduation. l didn’t have time to present my taxi receipts totaling $100 so I held on to them.
How could BA one day say they have no agreement with American and the next time get a flight with American?
Good question. Actually, the airline’s general conditions of carriage are pretty clear about a situation like hers.
9b) Remedies for delays and cancellations
9b1) We will take all reasonable measures necessary to avoid delay in carrying you and your baggage.
9b2) These measures may, in exceptional circumstances and if necessary to prevent a flight being cancelled, include arranging for a flight to be operated:
* by another aircraft
* by another airline or
* by both.
In other words, a look at BA’s contract might have given Ostrofsky the ammo she needed to make a persuasive argument to put her on the next American Airlines flight after her first flight was canceled.
But what now?
Ostrofsky asked BA to compensate her for the taxi fare and complained about the long and unnecessary wait. To which BA didn’t respond.
I suggested she try a few higher-level contacts. She eventually wrote directly to BA’s chief executive and got an answer.
Well, guess what? Yesterday I emailed Willie Walsh and today I received a response. A Mr. Alan MacDonald from Mr Walsh staff called me. Very nice man, repeated my complaint almost to every word. He said Mr. Walsh was upset that no one had contacted me.
I will be receiving a credit of $250 for future flight on BA and they will repay my $100 for taxi fare.
Of course, the airline should have responded much sooner, but it finally came through with a refund and apology.
(Photo: Nataraj Metz/Flickr Creative Commons)
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Nothing like the big British cry babies at BA (and their equally mamby-pamby toadies at AA in DFW) weeping for OneWorld TATL anti-trust immunity…and then when it is convenient for them try to say that they can’t/won’t/do not want to be bothered with interchanging and helping pax. This proves, once more, that all of the alliances — OneWorld/SkyTeam/Star Alliance — are anti-consumer with fictional benefits to travelers.
The only solution for all of these problems is that the government needs to station a lawyer in every terminal so they can read and enforce the the contracts of carriage and provide legal representation to passengers. This will soak up all of the excess lawyers out there – and make it easier for the passengers to enforce their rights . . . its ok, you can use stimulus money.
She missed her son’s graduation in England (I presume) and a $250 credit toward future BA travel is supposed to be adequate compensation for that? After they lied to her about their ability to get her there on time?
I am quite glad I will not be depending on BA to get me to my son’s college graduation next May!
Not a lawyer, but regarding 9b1 and 9b2: who exactly decides them? And note the portion before that said “may” rather than “will” or “should” or whatever word you prefer.
When that person told Ms. Ostrofsky they didn’t have “a reciprocal agreement with another airline that flew to London”, I wonder if that person meant they didn’t have one that readily flew into London that time or that person didn’t really know? BA’s site indicated they do have an agreement with American Airlines.
Would not fly BA under any circumstances, would rather walk.
Not defending BA, but had the American flights for the day all left (or been closed/full) by the time the 9 pm flight was cancelled? Were there any earlier American flights the next day? I don’t know the schedules but perhaps that 5pm the next day flight on American WAS the next available flight on BA or AA. If that was the case, then even if they had put her on that flight while she was still waiting at the airport she still would’ve missed the graduation (of course that brings up the the issue of BA not looking at other airlines, or reroutes through other cities which might have gotten there on time).
No matter what though it’s not good that whether or not you get offered another airline is based on how well you know the airline’s contract.
The government need to work on making laws so that airline contracts are less vague.
Is there a central, frequently updated contact list at airlines that fliers can refer to when their needs are not being met?
I’m not talking about the standard customer support, but the bigwigs who can actually make something happen if you have a legitimate complaint that has not received satisfaction.