I had a disrupted itinerary in mid-May on a MAN–LHR–HND trip after the MAN–LHR leg was cancelled due to weather. I contacted British Airways customer service and was helped to cancel the domestic segment so I could take a train instead, and then rebook the LHR–HND portion.
However, things went wrong during reissue. The booking was incorrectly handled and the itinerary became a mess, eventually resulting in me being rerouted and flying Lufthansa via Munich after a series of changes and confusion.
I submitted a complaint under UK261, arguing that while the initial disruption may have started with weather, the final issue was caused by airline handling and ticketing errors, including what I believe amounted to denied boarding due to their rebooking mistakes.
British Airways has responded with a goodwill gesture of 20,000 Avios but has refused UK261 compensation. They have reimbursed expenses such as train travel.
I feel like the response is dismissive and not properly addressing the claim. I am now considering whether it is worth escalating this to the CAA, but I am unsure how likely it is to succeed or whether my case is strong enough.
Has anyone had experience escalating similar cases?
0