Which? responds to CAA ordering BA to explain treatment of passengers

Adam French, Consumer Rights Expert at Which?, said:

“It’s right that the regulator is seeking clarity from British Airways to ensure it’s not falling short of its duties after it has let passengers down so badly.”

“British Airways must do right by its passengers and ensure that anyone whose flight is cancelled is rerouted – with a rival airline if necessary. If it is found to be failing in its responsibilities, the CAA must be prepared to take strong action.”

Notes to editors

  • You can find more info on what you are entitled to in the case of strike action at the Which? website
  • Passengers are only eligible for compensation if they have been given less than 14 days’ notice before the flight.
  • A Which? survey found BA is the airline most likely to leave customers disappointed when they complain about problems with delays and cancellations. In September and October 2018, we surveyed Which? Connect members and collected 2,659 experiences of airline cancellations and delays. They rated their satisfaction with the airlines’ response and the handling of any subsequent complaints or claims.