Commenting, Richard Stephenson, Director at the UK Civil Aviation Authority, said:
“We have been in contact with the airline to determine what has happened and are seeking an explanation to confirm how it complied with its re-routing obligations to consumers.
“Passengers who have seen their flights cancelled should be offered the choice of reimbursement for cancelled flights, alternate travel arrangements under comparable conditions at the earliest opportunity which includes flights on other airlines, or a new flight at a later date at the passenger's convenience. We also expect airlines to proactively provide passengers with information about their rights when flights are cancelled.”
The UK Civil Aviation Authority's consumer rights are laid out below:
(a) reimbursement within seven days of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant, - a return flight to the first point of departure, at the earliest opportunity;
(b) re-routing, under comparable transport conditions, to their final destination at the earliest opportunity;
(c) re-routing, under comparable transport conditions, to their final destination at a later date at the passenger's convenience, subject to availability of seats.
Advice for consumers that were informed their flight was cancelled but the flight has been reinstated or is still running:
We understand that the airline is dealing with each case on an individual basis and encourage passengers to speak to them directly. Having been informed in error by BA that their flight was cancelled, those consumers that took action should not be left out of pocket, and any reasonable costs of re-booked flights should be claimed from the airline.