British Airways Chairman & CEO Alex Cruz has issued an apology to all customers affected by the IT system failure over the weekend.
He apologised for the significant levels of disruption and the airline’s failure to communicate quickly about what was happening.
Cruz went on to assure customers that British Airways is doing everything it can to put measures in place to avoid this happening again.
In addition, the BA Chairman offered advice to customers who were affected by the baggage systems failure, some of whom are still experiencing issues caused at the weekend.
Flights – re-booking or cancellation
Customers travelling in the next few days can check the status of their flight here.
Customers who have not yet received their luggage are asked not to come to the airport to collect it as BA are currently in the process of sorting through the backlog. Once this process is complete, all luggage will be returned vis courier. If you have your baggage file reference you can check the status here.
Customers who need to purchase essential items while they wait for their luggage are advised to keep any receipts and BA will try to reimburse as quickly as possible. A claim can be made here.
There is also a contact centre team for customers experiencing any problems at all relating to delayed luggage.
General advice and claims for expenses
Customers are advised to keep any food, transport and accommodation receipts and to make a claim for reimbursement through our Customer Relations teams here.
You can find additional information about customer rights and what you can submit a claim for under EU compensation regulation here.
If you require any assistance please contact our team on 0191 285 0346 or send an email to firstname.lastname@example.org.