Which? responds to customer service issues faced by British Airways passengers with cancelled flights

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

“It is unacceptable if frustrated passengers are unable to get through to customer services at British Airways. If people can’t find out what their cancelled flight means they could be deeply concerned that their travel plans will lie in tatters.

“If you are affected it’s important not to panic, BA has a legal duty to reroute you onto another available flight – if necessary with a rival airline – so keep chasing the airline and find out your options. Anyone who has already booked themselves onto an alternative flight can seek to claim the cost of the original flight back but will need to enquire about this with BA.”

Notes to editor

  • 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 fewer 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.