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British Airways strike: Passengers angry with airline's & # 39; silence & # 39;



  BA aircraft Copyright copyright
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British Airways passengers have expressed their anger about not being able to get to the airline after the confusion over canceled flights.

BA pilots are due to strike September 9, 1

0 and 27, but BA also told customers with tickets booked on other days that their planes were canceled.

The company admitted on Saturday that it had inadvertently told some passengers to book or get a refund.

It said that those who booked other flights could recoup the extra costs.

However, it has not commented on how many customers have been affected or the cause of the error.

BA also said it received nearly 40,000 calls during the first 24 hours and worked around the clock to help sort out people's problems.

  • BA admits & # 39; errors & # 39; for canceled flights
  • BA pilots announce September strike date

After first sending an email with customer information about approximately cancellations and then telling them to book or request a refund, BA then sent another email to someone who said their original flights would go as planned.

However, in the second email, passengers were not given a link to automatically re-book on original flight, which means they had to contact BA directly.

Some customers say they have spent hours trying to get in touch with BA's customer service without success.

A woman, Josie Simpson, told the BBC that she called the airline 67 times to try to book a family vacation to Florida.

The company's Twitter feed has also been flooded with messages from frustrated people.

Responding to a passenger, a BA representative said: "We are sorry you are having trouble trying to reorganize your flights.

" Our team has worked tirelessly to help as many of our customers as possible in these outstanding circumstances. "

& # 39; Epic Root"

Some customers who were told that their flights were not scrapped after everyone was confused about their decision to accept a refund are now canceled.

Others has complained that they have been left out of pocket.

Ellie Kormis, from Surrey, spent the entire Saturday trying to talk to BA after she was told that one of her flights was canceled for the family's package trip to Greece. [19659005] She said they ended up booking new flights – whi ch extended their vacation by three days – and extra accommodation, costing more than £ 2000.

"You're left in a situation where you can't talk to anyone – and you fear you will either lose your vacation or be left out of your pocket, "she said.

BA then contacted her by email to say that her plane was not canceled after all.

She said that was "an epic mess on their part", joking that she had lost hope that she would ever ll come through talking to someone at BA.

Copyright copyright
Ellie Kormis

Caption

Ellie Kormis says she made over 70 calls to BA on Saturday but was unable to get through

A BA spokeswoman said customers who were notified that their flights had been canceled in error and had booked alternative flights or incurred other expenses would be entitled to a refund if they submitted receipts.

Earlier, some people said that they had been told by BA that was not the case.

Kaelee Matthews, from Cardiff, said BA had told her it would not refund her flights to Orlando – which the airline had initially said was canceled – because they were still operating.

She has booked new flights with Virgin for her and her partner – costing a total of £ 440 extra.

"We are disgusted with BA," she said. "We don't know what to do now. Virgin can't repay us, but we understand that. Travel insurance companies say we're not covered either."

Laura Gillespie, 48, from Perth, was also told by BA she no longer had a refund when her flight from London to Edinburgh was on its way after all.

"I've now got flights booked with two different airlines going to the same place and I'm £ 140 down," she said.

"I know there is not a lot of money compared to some people who have spent thousands, but it is so annoying."

Responding to customers being frustrated at not being able to get through to customer service, BA said:

19659010] It received 38,000 calls and 33,000 tweets in the first 24 hours

  • Contact centers held open 24 hours to help solve problems, with 70 additional employees
  • Around 100 employees worked to answer Twitter questions
  • The British Airline Pilots Association (Balpa) said the strikes were a "last resort" "born of" enormous frustration "with air traffic control.

    Pilots have rejected a salary increase worth 11.5% over three years, which the airline submitted in July.

    BA says it carries 145,000 customers every day – with a fleet of more than 280 aircraft – and a BA aircraft departs from anywhere in the world every 90 seconds.


    What can I say if my flight has been affected by the strikes?

    BA advice states that you can request a full refund, book your flight for another time in the next 355 days, or use the value of your ticket to fly to another destination.

    If your flight has been canceled because air strikes are striking, said the CAA, then this would be considered under the airline's control, and therefore you have a legal right to either:

    • A full refund, and this includes flights on the same trip which may be from another airline (for example, a return flight or return flight)
    • A replacement flight to arrive at your destination
    • Or, if you are a full way through your journey and do not want a replacement flight, you are entitled to a flight back to the airport you originally departed from

    In some cases, passengers may be entitled to additional cash compensation for the inconvenience – but only if you are notified that your flight is affected less than 14 days prior to departure.


    Have you been affected by BA problems? Share your experience by emailing

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