A family from Glasgow faced a £9,000 bill after British Airways invoked its ‘no-show’ clause when they missed the first leg of their journey. The couple and their daughter had booked flights from Glasgow to Mexico City via Heathrow, but opted to take a train the night before due to concerns about a tight 90-minute transfer time. However, upon arriving at Heathrow, they were told their tickets were invalid because they had not taken the Glasgow flight, and they were forced to buy new return tickets at double the original price.
The airline’s ‘no-show’ clause, buried in the conditions of carriage, allows carriers to cancel remaining tickets if a passenger misses a leg. The family’s son, whose flight originated in London, was unaffected. Despite empty seats on the original flight, BA claimed no availability, forcing the family to travel the next day. The UK’s Civil Aviation Authority has deemed the practice ‘disproportionate’ and inadequately publicised, with EU courts ruling it potentially breaches contract law.
BA defended its stance, stating passengers must confirm they have read the conditions of carriage when booking. However, the conditions do not explicitly state that missing a leg invalidates the entire booking; this information appears only in the FAQ, which is not part of the contract. BA argued that since the family did not notify them in advance, it could not calculate a revised fare, necessitating new tickets.
The family now has a potential case with the Centre for Effective Dispute Resolution (CEDR). The incident highlights the need for clearer communication from airlines regarding no-show policies.
