Airlines need to stop this payout turbulence

LIKE ANY business, airlines can have problems which disappoint their customers. Flight delays and cancellations are some of the most obvious difficulties. The good company, mindful of its reputation and keen to gain repeat custom, will compensate promptly.

This view appears to have escaped British Airways. It should urgently read up on the rules which are straightforward: compensation has to be awarded for cancelled or delayed flights provided you travel from an airport in the EU or to an EU airport with an airline whose head office is also in the EU.

The scale of payment varies with the time and journey length. If, for instance, the distance is 1,500-3,500km and has taken three or more hours than scheduled, 400 euros per passenger should be paid. Other non-monetary benefits can also arise, such as refreshments and complimentary telephone calls.

The Civil Aviation Authority (CAA) logs departure delays in the UK. It reveals that almost 3,000 flights left late in the first four months of the year alone.

However, airlines can avoid paying compensation if they can show the problem was caused by industrial action or either a medical or a security issue.

It does not reflect well on any airline, least of all a key flag carrier like BA, when it says it will not pay the sum it is legally obliged to do but invents excuses to wriggle out of its responsibilities.

One such case was where a couple arrived over four hours late on a flight to Asia. Although engineers were seen correcting a mechanical problem and staff confirmed this was the cause of the delay, BA pretended the reason was medical. Only after they had instructed lawyers did BA admit its failure and pay.

Airlines are not required to honour compensation rulings made by the CAA but those who have joined a ‘dispute resolution’ service have accepted their judgments. BA should lead the way in honesty and prompt payment rather than to drag its heels.