Passengers who booked new flights after BA incorrectly informed them by email that their original journeys had been canceled & # 39; must be refunded & # 39;
- The Civil Aviation Authority said that the people involved should not be left out of their own pockets & # 39;
- Hundreds of thousands of customer travel plans were hit by three days of strikes
- The airline wrongly told non-affected passengers that their flights had been canceled
British Airways has been instructed to reimburse passengers who have booked alternative flights after having been wrongly told that their BA trips have been canceled.
The Civil Aviation Authority said that those affected "should not be left out of their own pockets" for additional expenses, including travel, food and subsistence expenses, which are the result of the mistake.
The airline is faced with a rising compensation bill after the plans of hundreds of thousands of customers became confused by three days of strikes planned for September 9, 10 and 27.
British Airways has been instructed by the Civil Aviation Authority to compensate passengers who have booked alternative flights after being wrongly told that their BA journeys were canceled (stock image)
To make matters worse, the airline incorrectly sent many unaffected passengers an email informing them that their flight had been canceled and that is & # 39; it is likely that you will not be able to travel & # 39 ;.
These vacationers later received another e-mail stating that their flight would in fact continue as planned – inciting anger from those who responded quickly to the first message and booked another flight.
BA said it was passenger & # 39; case by case & # 39; would reimburse, but many feared that they would stay out of their pocket. The incident could have consequences for similar blunders in the future.
Compensation remains a gray area and the CAA increased pressure on BA yesterday by saying: "Those consumers who have taken action should not be left out of the bag and reasonable costs for re-booked flights must be declared to the airline."
Passengers who have canceled their flights must be offered a refund or alternative travel arrangements. They are also entitled to a later flight.
Travel plans of hundreds of thousands of customers were hit by three days of strikes scheduled for September 9, 10, and 27 (stock image)
Richard Stephenson of the CAA said: "We are looking for an explanation to confirm how BA has met its diversion obligations."
Guy Anker, deputy editor in chief of the consumer website MoneySavingExpert, said: "What BA did was extremely amateurish. The CAA is absolutely right that BA returns every cent to anyone who has unnecessarily booked alternative flights, trains and accommodation & # 39 ;.
Last night BA insisted that it works "tirelessly" to redirect affected passengers and compensate them for additional costs if they have a valid claim.
A spokesperson said: "We are sorry for the frustration and the inconvenience. Once we received the dates, we contacted airlines around the world for support with rebooking agreements. Our teams offer customers whose flights have been canceled with options. & # 39;
The airline said the additional staff had been deployed after passengers complained during the weekend that they had to wait for hours to penetrate help lines.
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