Your best strategy if your British Airways flight is cancelled

Cristo Foufas is a man with a mission. The broadcaster has a Sunday morning programme to present from the TalkTV studio in London. So when he was invited to a wedding in Barcelona taking place on Friday, he made sure to book a British Airways flight that would get him back to Heathrow in good time on Saturday. But like 25,000 other passengers on BA this weekend, his flight was cancelled at short notice.

British Airways blames bad weather for the grounding of more than 100 departures and arrivals on Friday, with many more on Saturday – including Cristo’s – cancelled in response to a reduction in the “flow rate” of arrivals.

BA holds the majority of precious landing and take-off slots at London Heathrow, the busiest two-runway airport in the world. If there is disruption at LHR, European airlines can cope very easily: for Air France, KLM and Lufthansa, Heathrow operations are only a small part of the operation.

But when things kick off at the British Airways main base, 100 per cent of its flights are potentially affected. So the carrier is bound to be more susceptible to disruption at Heathrow than anyone else – as it proved on Saturday.

At least 60 domestic and European flights were cancelled, all of them by BA. Given the vulnerability, how British Airways responds is crucial.

I can easily state Cristo’s rights under European air passengers’ rights rules: he should immediately be offered a flight the same day, with meals provided until he can get on his way. Should an overnight stay be necessary, the airline is responsible for finding and providing accommodation for him in the Catalan capital. Curiously, BA failed in both respects. The airline rebooked him on a Sunday flight that would get him to London long after his show had finished and neglected to add: “We recognise you’re away from home, so we’ve booked you a hotel.”

An overnight stay was irrelevant. “I’ve now booked with easyJet instead as the flight BA offered wouldn’t get me home in time for my TalkTV show,” he told me from Barcelona. EasyJet came up with a seat, dynamically priced at £300 – almost as much as he had paid for the original British Airways return ticket. Cristo will be able to claim the difference back from BA. But why should he have to bother?

The answer comes down to two factors: complexity and…