British Airways is facing fines of up to £5,000 per passenger for breaking European rules by misleading the hundreds of travellers stranded at Heathrow about their compensation rights. Chaos at Terminal 5, which forced the cancellation of 72 flights yesterday, will cause further disruption for thousands more passengers throughout the weekend.
Last night BA confirmed that a further 54 incoming and outgoing flights will be cancelled today, blighting the holidays of thousands of families. The Times has learnt that managers at the airline were warned by unions a fortnight ago that baggage staff had not been properly trained to handle its new system.
The Air Transport Users Council (AUC) said that a letter issued by BA to passengers on Thursday night breached the European regulation setting out the minimum rights for travellers whose flights are delayed or cancelled. The letter said:
"Regrettably, we are unable to provide you with a hotel room during this disruption. If you make your own arrangements, we will be happy to consider reimbursement of some of your out-of-pocket expenses."
Source The Times
BA have managed to make a terrible situation worse by mismanaging the pr fallout from this fiasco.
It seems that for BA, the customer is not part of the equation.
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