British Airways is facing mounting criticism as hundreds of passengers report significant delays in receiving compensation payments owed for cancelled flights, with some waiting months for the legally required £220 payout.
The Compensation Standoff
Despite clear regulations under UK law that mandate airlines pay £220 to passengers when flights are cancelled with less than two weeks' notice, BA appears to be employing delaying tactics that are leaving travellers increasingly frustrated.
Multiple passengers have come forward describing similar experiences: submitting claims through BA's official portal, receiving initial acknowledgement, and then facing radio silence for weeks or even months.
Passenger Frustration Mounts
"It feels like they're hoping we'll just give up and go away," said one affected traveller who wished to remain anonymous. "I've been chasing my £220 for over three months now. Every time I call, I get a different story."
The airline's customer service teams appear to be overwhelmed, with reports of:
- Phone lines experiencing excessive wait times
- Standardised email responses that fail to address specific cases
- Conflicting information from different customer service agents
- Claims being 'lost' in the system repeatedly
Legal Obligations Ignored?
Under the UK's retained EU air passenger rights regulations, airlines have a clear legal responsibility to process compensation claims promptly when flights meet the criteria for cancellation. The standard compensation for short-haul flights sits at £220 per passenger.
Aviation expert Michael Roberts commented: "This pattern of delay is concerning. While airlines face operational challenges, they cannot simply ignore their legal obligations to passengers. The regulations exist precisely to protect consumers from bearing the financial burden of airline disruptions."
What Passengers Can Do
If you're facing similar delays with BA compensation, consider these steps:
- Keep detailed records of all communication with the airline
- Escalate your complaint through BA's formal complaints procedure
- Consider using the free Alternative Dispute Resolution (ADR) scheme approved by the Civil Aviation Authority
- As a last resort, pursue the matter through small claims court
The Civil Aviation Authority has confirmed it is monitoring the situation closely, though no formal investigation has been announced yet.
