Some 18,000 passengers have been affected by Wednesday’s IT meltdown and holidaymakers arriving at Terminal 5, Heathrow are being urged to go home as the message boards are saying “short haul check in is closed.”
This is the line for customer service at @British_Airways at LHR. What a nightmare. @CBS12 pic.twitter.com/HVAGYu8ooX
— Teri Hornstein (@terihornstein) August 7, 2019
A BA spokesman said, “We are very sorry to our customers for the disruption to their travel plans.
“We are working as quickly as possible to resolve a systems issue which has resulted in some short-haul cancellations and delays from London airports.”
He added, “A number of flights continue to operate but we are advising customers to check ba.com for the latest flight information before coming to the airport.
“We are encouraging customers to check ba.com for the latest flight information, and to allow additional time at the airport.”
The airline is required to give food/drink or vouchers for such in case of delays beyond a certain amount of time. Passengers at Vienna airport can’t find any BA staff to help.
— Eric Youngblood (@ey7777) August 7, 2019
David Hewson said on Twitter, “Major computer failure with British Airways at Gatwick this morning. This is the queue for the queue at check in. Currently stuck on ground cos pilot can’t get data. Set off early if you have a flight.”
Major computer failure with British Airways at Gatwick this morning. This is the queue for the queue at check in. Currently stuck on ground cos pilot can't get data. Set off early if you have a flight pic.twitter.com/hL37TGRJ70
— David Hewson (@david_hewson) August 7, 2019
A passenger stuck on a plane for 2 hours said, “Apparently mass disruption at @British_Airways, computer outage and all flights grounded or so were told on the BA1321, sat on this aircraft for 2 hours.”
Another Twitter user Paul Trickett said, “chaos at Heathrow”
“Huge queues. 6 empty service desks unmanned by BA.”
Chaos at Heathrow. Huge queues. 6 empty service desks unmanned by BA. @BritishAirwaysT #worlds worst airline. @HeathrowAirport pic.twitter.com/naWgFfykJs
— Paul Trickett (@trickett1956) August 7, 2019
One passenger posted, “IT meltdown [again]. Sat on tarmac at LHW, already missed my connection screwing up months of planning and wasted £’000s.
“When I do arrive, I will have to just fly home again. BA is a complete catastrophe & I will never fly with them again.”
@British_Airways Flight cancelled when checking in, IT problems apparently. Very busy to rebook. Not ideal with a 1 year old… pic.twitter.com/WQLgoNfwWH
— Jamie Boswell (@mcboz) August 7, 2019
A passenger stuck on a plane in Bologna, Italy wrote on Twitter, “@British_Airways what’s occurring with your system software? No information and no time for departure?”
@British_Airways what’s occurring with your system software? No information and no time for departure?? #Delays #Italy pic.twitter.com/alIRQryUXU
— Liz Waugh (@whizzylaw) August 7, 2019
@British_Airways Hi, en route to our wedding and still stuck on Newcastle Tarmac. We connect at Heathrow to Venice. Any updates would be greatly appreciated!
— Alex Brayson (@alex_brayson) August 7, 2019
Passengers have also accused BA of not communicating with passengers affected accurately. A person said on Twitter, “You do realise that BA.com provides no information whatsoever, and all my bookings have vanished.
“This is a complete shambles, and you are doing nothing to keep people informed accurately.”
If you are an affected passenger and you don’t know your rights then read on.
Coby Benson, Flight Delay Compensation Solicitor at Bott and Co said told LondonLovesBusiness, “Despite having to pay millions of pounds in compensation following various system outages, the biggest being in May 2017, British Airways have still failed to take adequate measures to avoid a widespread system failure. As such, BA passengers have yet again had to endure long delays and cancellations, at one of the busiest times of the year.
“These circumstances are far from extraordinary and as such the passengers will be entitled to compensation of up to 600 Euros together with reimbursement of their reasonably incurred expenses. It’s also worth noting that the regulation does not specify that re-routing has to be with the same air carrier. Therefore, British Airways has a duty to re-route their passengers affected by a cancelled flight at the earliest available opportunity on ANY airline, not just a British Airways plane.
“If passengers are delayed for over two hours, they are entitled to care and assistance including food and drink vouchers as well as means to communicate, including being entitled to a telephone call and an email. Accommodation must be provided if passengers are delayed overnight and transport to and from the accommodation and the airport must also be provided.
“If the delay exceeds three hours, they could then be eligible for monetary compensation under EU Regulation 261/2004. Passengers can find out about care and assistance and claiming for flight delays here.”
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