As some of you know, Stan and I had a difficult travel day a couple of weeks ago when a flight delay caused us to miss a connecting flight from Heathrow to Amsterdam. We had to hire a car to switch airports (the trains weren't running that day) and buy lunch (the food vouchers BA gave us were not accepted at the airport restaurant.) I filed a claim just a few days ago, and got this response today:
Dear Ms Xxxxxx
An apology from British Airways.
We’re very sorry your recent flight was delayed. We know this isn’t
what you expect when you travel with us, so we understand why you
needed to let us know about this.I can assure you that your feedback has made a difference and that
we’re using your comments to help us focus on how to improve our
service.Thank you for sending us your receipts. I’ll transfer $202.79 to your
Xxxxxxx Xxxxxxx bank account using the details you provided. Please
don't respond to this email in the next 48-72 hours, as this may delay
the payment being processed.Once again, please accept our apologies for your experience on this
trip. We hope to welcome you back on board soon.Best regards
Vishal Gaikwad British Airways Customer Relations
I'm absolutely delighted. Filing the request was a breeze (much simpler than the claim form from our travel insurance!) and the response was almost immediate. And thanks to Carol-now-retired for giving me the right link to make the claim.