A father has spoken about how the BA May bank holiday system failure 2017 turned the end of a lovely holiday into a passenger’s worst nightmare.
The family of three from Slough, Berkshire not only suffered a 48 hour delay after their flight was cancelled, but returned home to discover their house had been burgled!
Aaron Kang, his partner Lucy and their six year old son instructed Bott and Co solicitors to recover flight delay compensation after the airline refused to pay out or even apologise.
Lack of information
The family arrived at Gibraltar airport on 27th May 2017, checked in and decided to do some duty free shopping. Upon paying for their goods, they were told their flight had been delayed as the BA system had gone down.
Despite asking for information, the Kang family were given no answers and 5 minutes before their scheduled departure, they were told their flight had been cancelled.
Mr Kang said: “We were told to sit tight and wait for details. Hours later, a BA rep said that we had to return all our duty free shopping. We were then sent to go and identify our luggage and leave the airport.
We sat at the entrance to the airport for four hours. My son was hot, bothered and bored and there were so many people waiting, even sitting on the hot tarmac floor.
Passengers were then told that they would not be flying until the following day and that a coach was coming to take them to a hotel.
“We waited a further two hours before the coach arrived and took us a few minutes round the corner to a hotel.”
“It should be automatically given rather than people having to ask. I had to go back through check-in and security to go and ask for food vouchers and get food and drink for my family.” Mr Kang said.
From bad to worse
“The accommodation was filthy and of a very poor, unhygienic standard. I can’t imagine anyone paying money to stay in that room. There was mould everywhere.
“You’d expect BA to ensure a good quality experience for all its passengers. The food the hotel provided was awful but we didn’t have the funds left over from our holiday to afford a decent meal.
“Yes, it must have been a stressful time for BA, but they dealt with the situation and their passengers very poorly. No one knew whether they were coming or going and nobody knew what they were entitled to.”
Two nights away from home
The following day, Mr Kang contacted BA who informed him that all of the other passengers on their flight apart from them and another family had already been put on a replacement flight back to the UK.
I couldn’t believe that everyone except us had been sent home.
BA gave Mr Kang the option of one of the adults within their party to fly home that evening, and the other to fly home with their son the following day.
“I told them that we weren’t prepared to be split up as we had a young child with us and we were going to stay together as a family.”
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An extra night cost more than they bargained for…
“We never planned to overstay in Gibraltar for one night let alone two!
“We couldn’t get anyone to house sit for an extra night as our house sitters went on holiday themselves.”
After being away from home two nights longer than they anticipated, The Kang family finally returned home only to discover that their home had been broken into, because of the two extra nights they were stranded in Gibraltar.
“Our flat had been ransacked and some of our furniture had been smashed and all of our savings had been taken along with clothes, jewellery and irreplaceable possessions of deceased family members.
“I understand it’s not British Airways fault, but had we made it home on time, or even a day late with the rest of our flight, our flat wouldn’t have been targeted and broken into.”
Claiming Flight Delay Compensation
Aaron Kang and his family have instructed Bott and Co to help them recover compensation for the flight cancellation after the airline would not accept their letters of complaint.
Coby Benson, Flight Delay Compensation Legal Manager at Bott and Co, said: “Mr Kang and his family endured an extremely lengthy delay as a result of the widespread BA system failure in May 2017. It is disappointing that BA refused to pay out the required compensation until solicitors were instructed.
We would always encourage the airlines to comply with their legal requirements by providing passengers with food and drink, appropriate overnight accommodation and compensation, without the passengers having to jump through unnecessary hoops.