British Airways customers have been left feeling confused after the airline told them their flights were cancelled, with hundreds being contacted by mistake.
British Airways (BA) pilots are planning to strike on 9th, 10th and 27th September.
Affected customers were emailed over the weekend about flight cancellations but the same email was also sent in error to customers whose flights are unaffected.
Many passengers quickly re-booked flights and accommodation believing their flights had been cancelled, but later found out they didn't need to.
Days after the announcements were made some passengers are still unclear whether their travel plans will go ahead unaffected.
If your original flight was unaffected, but you've booked another flight or accommodation because you believed it had been cancelled, you can:
If your flight cancellation has been confirmed contact BA and ask to be booked on another flight for free (airlines call this 'rerouting'). BA have a legal duty to book you on an alternative flight as close to your original flight time and airport as possible - even if this involves using a different airline.
If you're near your travel date, but BA hasn't rerouted your flight you can book your own flights and claim the money back from BA later, as long as the cost of the new flight is a reasonable alternative.
If the flight cancellations have affected a package holiday you booked (for example, a trip that includes both flights and hotel accommodation booked via the same travel agent), you need to contact your travel agent in the first instance to find out how it might have changed your plans.
Because BA informed passengers 14 days in advance of the flight cancellations, it isn't liable to pay passengers flight delay or cancellation compensation, but it still has a duty of care to ensure passengers reach their destination
Which? Consumer Rights Expert Adam French said: 'British Airways has caused a lot of confusion and anxiety in the way it has handled these cancellations.
It is vital that the airline ensures that any customer who was initially informed that their flight was cancelled and has booked an alternative flight is not left out of pocket.
'British Airways must now put all resources necessary into sorting out this mess as soon as possible.'
One passenger who received the cancellation email told us she spent almost £1,500 on alternative travel to Bali, before being told her flights weren't affected after all.
Fiona received the email in the early hours of Saturday morning informing her that both her outbound and return flights from Leeds Bradford Airport to Singapore were cancelled. She also got a notification that a refund was being processed.
Unable to get through to BA and expecting a refund on her cancelled flights, Fiona re-booked two return flights with Emirates from Manchester Airport for £1109 in a 'panic.' She also had to pay to change her connecting flights to Bali and for parking at Manchester Airport, at a total cost of £313.
However, BA later sent her an email confirming that the original flights were not cancelled. As a result, her bank holiday weekend was 'wasted stressing, re-booking and worrying about whether I'll be reimbursed.'
BA has now confirmed it will refund Fiona for the original flights, but needs to assess whether it will cover the extra costs of the new flights and changed travel plans.
Have your flights been cancelled, or did you wrongly think they were cancelled?Or are you still struggling to contact BA?
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