On the 23rd May 2016, David and his wife were looking forward to visiting New York for the first time. The couple had booked a five-day getaway and their flight was scheduled to depart at 14:30 from London Heathrow.
“We flew on the shuttle flight from Manchester Airport to Heathrow, but when we arrived we noticed the flight was delayed by an hour. Gradually as time went on the delay went from two, to three hours.”
“British Airways informed us that the delay was due to a technical fault with the plane, which couldn’t be fixed so we had to wait for a new plane.”
No one from British Airways was around to ask
“We found it difficult to find someone from the airline to ask how long the delay would be. We kept checking messages on the board, which would flash up but it was just to say that the flight was delayed by another hour.
“As we were wandering around, I spotted a group of BA cabin crew and I asked if they had any idea when our flight would be leaving. By chance they were our cabin crew! They said it was taking off at 17:30, but we eventually flew out at 18:40.”
Arriving in New York much later than originally planned
David and his wife were scheduled to arrive in New York in the middle of the afternoon but didn’t arrive until later in the night.
“It meant that we had to get the subway late at night, which was a little bit daunting because we had never been there before.”
The delay on the way back was worse than the one going out
“We arrived back at Heathrow Airport at 8am. We were booked onto a shuttle flight to Manchester Airport at 9am. There was no chance we would make it! We ended up flying back at 12noon.”
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“We had to go through queue after queue without being helped by the airline at all. We finally got to the front of the queue, but British Airways had closed the gate.
“I said we’re on that Manchester flight and the lady told me that it had already taken off. So I asked if she had booked us on the next one, but she told me that I had to get in another queue.
“They weren’t very helpful at Heathrow. The lady who wouldn’t let us through the gate initially was very rude, stand offish and abrupt. To be fair, some staff were helpful like the people who got us on the shuttle flight at 12pm.
“I wouldn’t fly with British Airways again. Not because of the delay to start, because technical faults with the plane can’t be helped, but the situation was just appalling coming back. If I had to fly from London to Manchester again, I’d get the train.”
Claiming flight delay compensation
“I spotted an advert for FlightCompensation.com on Twitter. I used the https://www.flightcompensation.com/calculator/”>flight calculator which was so simple to use. A day later I was told that they were going to take on my case and claim from British Airways.
“For someone like me who’s not very good at using these online things, the simplicity of using the calculator was very good.
“I was very happy with the amount of flight compensation I received on the basis that I wouldn’t have got anything if I didn’t claim. I know you take your fees but you did all the work, which removed the stress for us. It’s helped to pay for a little bit of the holiday!”