British Airways couple slam ‘disastrous’ flight delay that cost them £1000

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A furious couple have slammed British Airways after a "disastrous" flight delay reportedly left them out of pocket by more than £1,000.

Derrick and Sheila Gordon have demanded a refund from the airline after claiming they were told they couldn't board their booked flight from Heathrow Airport to Los Angeles.

The pair, from Oldham, said they are desperate to watch their son Christopher, 38, get married in the summer but fear they will have to fund the flights themselves.

On December 23, 2021, the couple said they were meant to get on their connecting flight at Heathrow, but arrived late due to additional immigration and customs checks earlier that day at Manchester Airport.

Despite being told by the pilot that their next flight would wait for them, they were left upset and stressed when they arrived and were told they could not board their transatlantic flight to Los Angeles.

They were offered an alternative flight 24 hours later, which they had no choice but to accept, reports MyLondon.

Derrick, 69, said: "We had to pay £70 to arrange another PCR test as the ones we took on December 22 became invalid. At an extra cost to us, we tried to arrange this at the airport – it took around five hours to get them done.

"All this time at the airport there was no customer service of any description, no help or support from anyone.

"Also, one of our bags was damaged when the wheel was broken on the flight from Manchester.

"The whole experience of travelling with British Airways is one I will not forget and do not wish to experience again ever."

On their flight the following day, the pensioner says he was shocked to discover that when he sat down on his seat in economy class, it was "broken and unsteady".

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After the pair protested, they were eventually upgraded to business class because there was no more seats next to each other, and they eventually arrived in Los Angeles just a day later than expected.

However, as Mr Gordon pointed out, "we had already waited to years to see our son, and it was a day lost of our holiday – we had to cancel restaurant reservations and other plans".

Nearly four months on from their "disastrous" experience with British Airways, the two say they have been unable to contact anyone from the airline for a refund.

Derrick added: "We're owed around £1,040 for the delayed flights, our extra Covid tests cost £70 and I also wanted to claim compensation for my wife's damaged suitcase. Even just the stress of the whole thing took its toll."

Their son got married during lockdown to his wife in Los Angeles, however, now that the USA has opened up their borders to international travel, they are organising a second wedding later in the summer.

A British Airways spokesperson said: "We are sorry that our customers were delayed in getting to Los Angeles due to matters beyond our control.

"We got them on the next available flight and provided overnight accommodation. Our crew on the flight looked after them and we have been in contact with the customer to resolve the matter."

Mr Gordon says that British Airways has agreed to refund the money for the coronavirus tests, but has not mentioned anything about getting compensation for the delayed flights.

In an email seen by MyLondon, a customers relations worker told him: "We’ve reviewed your claim and we’re unable to pay you back for the damage this time.

"This is because we only pay for damaged baggage if customers let us know within seven days of receiving their bag, and your claim fell outside this period. However, you may be able to claim through your travel insurer."

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