BA told to explain cancellation chaos
Regulator demands airline explain early cancellation policy, which allows it to avoid paying compensation
BRITISH Airways has been ordered by the aviation industry regulator to explain why it appeared to be attempting to avoid paying compensation to passengers hit by next month’s pilot strike.
The airline has been accused of trying to avoid paying compensation by imposing early cancellation of flights likely to be affected by the stoppage.
By cancelling flights more than two weeks before the first of the planned strikes, BA avoids the requirement under EU rules to pay compensation for any inconvenience to passengers.
Instead, it is simply obliged to provide a refund on the tickets so that its customers can make alternative arrangements. But following anger and confusion among passengers, the Civil Aviation Authority has told BA to provide them with a clearer explanation of its handling of the matter.
Richard Stephenson, director at the regulator, said: “We have been in contact with the airline to determine what has happened and are seeking an explanation to confirm how it complied with its re-routing obligations to consumers.”
The authority urged BA to be flexible in its offer of alternative arrangements for passengers affected by the three planned strikes on Sept 9, 10 and 27.
Mr Stephenson said: “Passengers who have seen their flights cancelled should be offered the choice of reimbursement for cancelled flights, alternate travel arrangements under comparable conditions at the earliest opportunity which includes flights on other airlines, or a new flight at a later date at the passenger’s convenience.
A Civil Aviation Authority source added: “Consumers have not been given the full picture and BA needs to properly explain what is going on.”
It has emerged that rival airlines are set to make millions as a result of the strikes, with tickets for flights on the affected routes going up sharply in price as a result of the walkouts and cancellations.
Airlines’ pricing systems are designed to increase fares when there is a surge in demand, such as on days when other carriers are hit by strike action. BA said it had cancelled flights early because it wanted to give its customers as much notice as possible.
It added in a statement: “We appreciate the frustration and inconvenience that this strike action has caused. As soon as we were issued with dates, we contacted airlines across the world to support with rebooking agreements.
“Our teams are providing customers whose flights have been cancelled with options to seek a full refund or rebook, including to a different date of travel, or flying with an alternative airline.”