Compensation for my 92 year old father in law being declined a flight - Complaint about British Airways - A Spokesman Said

Compensation for my 92 year old father in law being declined a flight

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Diane Shacklady

20/06/2017

Compensation for my 92 year old father in law being declined a flight

Complaint about British Airways

The basis of my complaint is regarding a flight from Heathrow to Orlando with a change in Miami. Myself, my husband and father in law were on flight BA207 to Miami connecting with AA2285 to Orlando. The whole journey was booked as a continuous trip with BA but as One World Partners with AA this change of carrier was of no surprise. On landing in Miami the pilot informed us that he had been advised by ground staff that due to bad weather our connection had been cancelled and that a bus would be provided to Orlando. We disembarked and were assisted through immigration to baggage claim as my 92 year old father in law is a wheelchair user. At baggage claim a member of staff informed us they had been looking for us and that we 'had' to be at the meeting point at 5.30pm to board the bus. We explained that this was not an accpectable option for a 92 year old and that we would need to hire a car and make the journey in stages. At that point we were very unhappy with the service provided but my father in law was our priority. However we later discovered that our connecting flight was not cancelled and that in fact it took off as scheduled and that we had plenty of time to make the connection. A matter disputed by both AA and BA. I contacted BA on numerous occasions requesting compensation which was categorically refused each time. I was told to make my claim to AA as they were the carries for that part of the journey. As my contract was with BA I felt this was not acceptable but eventually BA agreed to contact AA on my behalf. AA responded to me very promptly with an offer of 5000 airmiles for each passenger by way of an apology for the disruption but they confirmed my initial belief that at least a refund for the unused portion of our tickets should be with BA. Having contacted BA again they agreed on 10 February that I would receive this refund. To date I have not received the refund and am told this could take some time.

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