BA's claim handling process
British Airways has a structured customer relations process. Initial claims are submitted via their website (ba.com/travel/axfeedback) and typically receive an automated or template first response within 14–21 days. This first response acknowledges the disruption but often cites extraordinary circumstances or requests additional documentation without making a compensation decision.
Their most common extraordinary circumstances claims
- NATS (National Air Traffic Services) flow control restrictions — sometimes valid, often overstated
- Weather at destination — frequently cited for transatlantic routes; scrutinise whether other airlines operated normally
- Heathrow slot restrictions — BA's own scheduling decisions contribute to slot pressure at LHR; this is their sphere of control
- Third-party ground handling delays — often within BA's operational oversight rather than genuinely external
- Security incidents — valid if a genuine security alert closed the airport or gate area
LHR NATS restrictions: BA frequently cites NATS flow control for Heathrow delays. However, if BA's own network scheduling creates a cascade of delays that NATS then manages through flow control, the root cause is BA's scheduling — not the ATC restriction. Courts have begun examining this argument.
Step 1: Submit the initial claim correctly
Include: your booking reference, flight number, scheduled and actual arrival times (from a flight tracker, not your memory), evidence of the delay (FlightAware screenshot), and the number of passengers claiming. Submit via the online form — paper letters are slower and harder to track. Keep a screenshot of your submission confirmation.
Step 2: If BA rejects — CEDR within 8 weeks
BA is a member of CEDR (Centre for Effective Dispute Resolution), the UK's largest aviation ADR scheme. If BA rejects your claim or fails to respond within 8 weeks, you can file with CEDR. The process is free for passengers, takes 90 days on average, and is legally binding on BA. CEDR adjudicators are experienced in UK261 case law and are not affiliated with BA.
Step 3: MCOL as the final backstop
If CEDR doesn't resolve your case — which is rare — or if you prefer the court route, MCOL (Money Claim Online) is the county court small claims system. Filing costs £35 for claims under £300, £70 for claims up to £5,000. BA settles the vast majority of MCOL claims before a hearing because court costs are recoverable against them if they lose. The threat of a court judgment is the strongest tool in a claimant's arsenal.
Timeline and what to expect
- Day 1: Submit claim via BA website
- Weeks 2–3: First response (often rejection or request for docs)
- Week 8: If unresolved, file with CEDR
- Weeks 8–20: CEDR investigation and adjudication
- Week 20+: If CEDR fails or you prefer, file MCOL
- MCOL typical outcome: BA settles within 28 days of claim being served
Pro tip
For long-haul delays (£520 per passenger), BA sometimes offers 'goodwill' Avios points instead of cash compensation. You are not obliged to accept Avios. If you want cash compensation, explicitly reject the Avios offer in writing and continue your claim.
UK261 claim time limit: 6 years in England, Wales, and Northern Ireland; 5 years in Scotland. BA delays from 2019 onwards may still be claimable. Check your old booking confirmations.