Commenting on the delays and cancellations affecting British Airways passengers, Matt Buffey, Head of Consumer Protection at the Civil Aviation Authority, said:
"Passengers affected by the disruption to British Airways' flights over the weekend are protected under EU law. The welfare of passengers must be the priority for any airline experiencing disruption and we fully expect all UK airlines to meet their obligations regarding passenger rights. British Airways is well aware of these passenger rights and we welcome its public commitment to fulfil its legal obligations, including on compensation. We are in regular contact with British Airways and continue to monitor the situation closely to make sure the airline provides passengers with the support they are entitled to. British Airways has also committed to carrying out a review of what went wrong and we look forward to seeing the findings of that review.
"Passengers who wish to make a claim for out-of-pocket expenses or compensation following this disruption should contact British Airways directly in the first instance. If they are not satisfied with the response, they should refer their claim to British Airways' appointed dispute resolution service, CEDR. Dispute resolution services provide independent decisions on passengers' claims that the airline is contractually obliged to abide by. More information about your rights if you experience disruption is available from the CAA website www.caa.co.uk/passengers.”