How to claim compensation from British Airways

When you can claim from BA

BA’s own notice says compensation can be claimed if you were delayed at your final destination by more than 3 hours, or told about a cancellation less than 14 days before departure, where the cause was within its control. Denied boarding because of overbooking also qualifies.

On long-haul flights over 3,500 km, a delay of between 3 and 4 hours on arrival is normally compensated at half the rate (£260 / €300); 4 hours or more gives the full amount. For connecting journeys on one booking, what counts is the delay at the final destination and the distance from origin to final destination – see missed connections.

The UK limitation period is 6 years in England, Wales and Northern Ireland and 5 years in Scotland (time limits), but a recent claim is easier to prove.

Step by step: BA’s online claim form

1. Go to BA’s Complaints and claims page and choose Start a new complaint or claim – the same portal handles compensation, expenses and baggage.
2. Have ready: your name and contact details, the booking reference, the names and contact details of everyone you are claiming for, and the details of the delayed or cancelled flight(s).
3. Claiming for others: BA says you can claim for everyone entitled on the same booking, but needs authorisation where surnames differ, and a signed letter of authority from all passengers to claim on someone else’s behalf. Get these signed before you start.
4. Describe what happened: scheduled and actual arrival times, what BA staff told you, and when you were notified of a cancellation.
5. Submit and keep the case reference number. BA asks you not to open a new case while it reviews one, as that can slow things down; use the “track and update” links instead.

Cannot claim online? Write to British Airways Customer Relations, EU Compensation Claims, PO Box 1126, Uxbridge, UB8 9XS, United Kingdom, and allow extra time. Our complaint letter generator drafts the letter.

Expenses: what BA reimburses

Hotels, meals and transport you paid for during a delay or cancellation are a separate claim from compensation and are owed whatever the cause. BA says the quickest way is online and takes about 10 to 15 minutes. You need:

• the names of all passengers you are claiming for;
• details of every delayed or cancelled flight in the journey;
• the expenses, with receipts – scans or photos uploaded, or originals by post;
• bank details for payment.

BA considers reasonable hotel costs, transport to and from the airport, alternative transport if it could not re-route you, food and drink excluding alcohol, and two phone calls or internet costs. It does not pay consequential losses such as missed hotel nights or car rental. If you already have a disruption claim open, use “Add expenses to a disruption claim” rather than starting again. Background: your right to care.

Common BA rejections and how to answer them

• “Air traffic control decisions” or “adverse weather”. BA lists these as extraordinary. Ask which restriction or weather event affected your flight, at which airport and when, and whether it caused at least 3 hours of the delay. Delay passed down from an earlier flight is only covered if BA shows the link – see knock-on delays.
• Technical or IT problems. A technical fault discovered in normal operations is not extraordinary (Wallentin-Hermann, C-549/07; Jet2.com v Huzar, Court of Appeal, 2014), and failures of an airline’s own systems are generally within its control. See technical faults.
• Staff strikes. A strike by BA’s own staff does not exempt it (C-28/20 Airhelp v SAS); a strike by air traffic controllers or airport staff usually does – see strikes.
• An eVoucher instead of money. You can refuse; compensation is payable in cash or bank transfer unless you agree in writing to a voucher.
• “The flight was operated by another airline”. If a codeshare partner operated it, claim from that airline; BA is responsible only for flights it, BA CityFlyer or BA Euroflyer operated.

Judgments are summarised in our case-law library.

If BA says no: CEDR, then court

BA’s Complaints and claims page says that if you are unhappy with its response, you can refer the complaint to the Centre for Effective Dispute Resolution (CEDR), approved by the Civil Aviation Authority, and that you must do so within 12 months. The CAA lists British Airways and BA CityFlyer as CEDR members; under the CAA’s rules you can also go to ADR if the airline has not given a final response after 8 weeks.

1. Get BA’s final response in writing (or wait 8 weeks).
2. Apply to CEDR with the booking, BA’s reply and your evidence – our ADR complaint template sets out the arguments. See ADR schemes for how CEDR works and what it costs.
3. If you accept CEDR’s decision, BA must comply. If not, you keep the right to go to court: send a letter before action and use the small claims court or Simple Procedure.

If you would rather not run the claim yourself, a claims company such as our partner AirHelp takes a fee only if it wins – compare the options in claim companies compared. More on BA in general: British Airways delay compensation.

Frequently asked questions

Where do I claim British Airways delay compensation?

On BA’s online compensation claim form, reached from the Complaints and claims page (Start a new complaint or claim). By post: British Airways Customer Relations, EU Compensation Claims, PO Box 1126, Uxbridge, UB8 9XS.

Can I claim for my whole family on one BA claim?

Yes, for passengers on the same booking. BA asks for authorisation where surnames differ and a signed letter of authority from each passenger you claim for.

How long does BA take to pay?

BA says it will respond as soon as possible and does not publish a fixed timescale. If you have no final response after 8 weeks, you can take the complaint to CEDR.

What is CEDR and does it cost anything?

CEDR is the CAA-approved dispute resolution body that British Airways uses. Its decision binds BA if you accept it. Check CEDR’s current terms before applying; some sources report a fee in certain unsuccessful cases, which CEDR’s aviation pages did not mention when we checked.

How much is BA compensation for a 3-hour delay from New York?

New York–London is over 3,500 km and covered by UK261 because BA is a UK airline. A delay of 4 hours or more at arrival gives £520; between 3 and 4 hours normally gives half, £260 – if the cause was within BA’s control.

The British Airways name belongs to its owner; EU261 Flight Delay is an independent information site and is not affiliated with British Airways. Information only, not legal advice.

Sources

1. Complaints and claims – British Airways
2. Help with delays, cancellations and refunds – British Airways
3. Denied boarding, downgrading, flight cancellation and long delays – notification of rights – British Airways
4. Regulation (EC) No 261/2004 as retained in UK law – Article 7 (compensation) – legislation.gov.uk
5. Delays – UK Civil Aviation Authority
6. Alternative dispute resolution (ADR) – UK Civil Aviation Authority

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