Celeste Powers is bumped from her flight, and British Airways issues her a debit card worth $659 as compensation. The card doesn’t work, and a month later the airline still won’t resolve the issue. Can our advocates help her get compensation for her overbooked flight?
Question: I bought a round-trip ticket to England on British Airways. The outgoing itinerary was Oakland International Airport to London Gatwick Airport. The return flight was London Heathrow Airport to Seattle-Tacoma International Airport.
Prior to the flight, I was unable to check in online. I got to the airport in time to check in, and was told that the flight was oversold. After waiting around for a few hours, the British Airways agent told me that I couldn’t fly until the next day. I was put up in a horrible hotel that wasn’t near the airport and given a debit card for 509 pounds [$659] as compensation. I switched hotels at my own expense.
When I returned to the U.S., I tried numerous times to use the debit card that British Airways had given me. The card was always declined in stores and at ATMs. I emailed British Airways customer service asking if the reason I couldn’t use the card was that it was issued in pounds and I was trying to use it in the U.S. Its reply was to give me a case number and to say it would be in touch as soon as possible. This is the only email I got from British Airways.
I also sent British Airways a direct tweet about not being able to use the card. It responded and said that that the card wouldn’t work because it had already been used and was empty. I had never used the card. I asked where and when it had been used, and was told that it had to check with its finance department. Over the next month, I asked British Airways for updates, and it kept telling me that it was waiting on the finance department.
I even went to the British Airways agent at the Seattle airport and was told that they couldn’t help. British Airways hasn’t given me an answer about when the card was used, or a replacement. I’ve spent so much time on this without getting anywhere. Any help is greatly appreciated. Can you help? — Celeste Powers, McLean, Va.
Answer: How frustrating! First, you were bumped from your flight. Second, you were placed in an unacceptable hotel and, at your own expense, moved to another one. Third, you were given an unusable debit card as compensation. And fourth, after more than a month, British Airways still hadn’t ensured that you actually received the compensation it owed you.
When you were involuntarily bumped from your flight, the requirements of EU 261 applied. EU 261 is a regulation that establishes rules for help and compensation that some airlines must give to passengers on certain flights who are delayed or involuntarily bumped. At the time of your flight, this regulation applied to your flight on British Airways because it originated in a European Union country on a European Union airline.
EU 261 is a complex rule, and understanding how it applies to overbooked flights or delays requires a careful reading of the regulation. But, you can find answers to frequently asked questions about EU 261 on our website.
After getting nowhere with British Airways, you contacted our advocates for help. But before seeking help from our advocates, you could have posted your question to our help forums. Our forums are staffed by travel industry experts, who may have had helpful suggestions about how to address this issue with the airline. And, you could have tried escalating your complaint by contacting company executives who may have intervened on your behalf. We list executive contact information for British Airlines on our website.
Our advocates contacted British Airways on your behalf. Shortly thereafter, you received a check from the airline in the amount of $659. You were thrilled and told our advocates, “I can’t thank you enough for what you do for consumers.” We’re happy we could help.