Consumer watchdog Which? has reported British Airways to the Civil Aviation Authority after hearing cases of some customers not being reimbursed for flights needed to get home.
Which? said airlines are required by law to offer passengers whose flights they have cancelled rebooking to their destination at the ‘earliest opportunity’.
“Crucially, this includes booking them with other airlines when necessary. But BA has insisted it will only rebook customers on its own flights or carriers it has a commercial relationship with, even when this may not be available for a number of days,” said Which?.
“This has left some passengers stranded or forced to pay for expensive new flights to get home.
“The Civil Aviation Authority has previously warned airlines, including BA, that it must reroute passengers on any alternative service, not just those where it has a commercial relationship.”
A BA spokesperson told Which?: “Where a customer’s flight is cancelled, we always offer options including a full refund, rerouting or rebooking onto another service, including with other airlines. We always meet our legal obligations.”
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