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Yet another big IT outage may cost BA millions

August 4, 2017 Headline News No Comments Email Email

A British legal firm specialising in flight delays has stepped in on behalf of customers after British Airways suffered yet another IT systems crash – reportedly its seventh in a year – creating long queues at Heathrow, Gatwick and London City airports.

The system glitch, which produced “total chaos” for departing holidaymakers in one of Britain’s busiest months, comes roughly two months after a similar outage struck on Britain’s May bank holiday weekend. That one left thousands of passengers stranded after hundreds of flights in and out of London Gatwick and Heathrow airport were cancelled.

The latest disruption hit check-in desks at both the main London airports as well as the London City Airport business jet airport, driving hundreds of irate passengers to tap at their smartphone and air their anger at the airline on social media.

“If passengers are delayed for over two hours, they are entitled to care and assistance,” a spokesman for British legal firm Bott & Co stated.

“However if the delay exceeds three hours, they could then be eligible for monetary compensation under EU Regulation 261/2004. Passengers can find out about care and assistance and claiming for flight delays here.

“In the case of a cancelled flight within 7 days of the departure date (it’s different again for cancellations between 14 and 7 days of departure date) the amounts claimable and criteria are quite different than that of a delayed flight.”

Bott & Co advised that it had published information specific to this on its website: British Airways Flight Cancellations: Your guide to claiming. This includes the amounts for cancellations with and without alternative flights offered.

Coby Benson, Bott & Co’s Flight Delay Legal Manager, said that “despite having to pay millions of pounds in compensation following the system outage in May 2017, British Airways have still failed to take adequate measures to avoid a widespread system failure.

“As such, BA passengers have yet again had to endure long delays and cancellations, at one of the busiest times of the year.”

“These circumstances are far from extraordinary and as such the passengers will be entitled to compensation of up to 600 Euros together with reimbursement of their reasonably incurred expenses.”

Passengers affected can use the legal firm’s flight checker to see if they can claim for compensation for a delay or cancellation.

BA staff were forced to switch to manual check-in system for about an hour after the outage on Wednesday. Disgruntled passengers reported lengthy queues eight rows deep at Gatwick.

BA issued a statement: “Customers are being checked in as normal after an earlier problem was resolved. We are sorry for the temporary check-in problems which caused some delays for our customers first thing this morning.

“This issue is now resolved and our staff are working flat out to help customers get away on their holidays.”

Written by Peter Needham

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