British Airways IT crash: Advice for passengers

British Airways has said a "power supply issue" was probably behind a global IT failure that grounded scores of flights.

On Saturday passengers were told not to travel to Heathrow and Gatwick because of "extreme congestion" after all BA flights from there were cancelled.

Delays could continue into Sunday, but most long-haul flights should be able to land as normal in London.

However, experts say it could days for services to fully return to normal.

Here is what to do if you are affected:

  • How do I find out if my flight is affected?

Travellers have been told to check the airline's website and Twitter account for updates before setting off for the airport.

The website, which was down on Saturday, is now back up and running.

BA says it is aiming to resume most UK flights form Sunday.

Passengers wait at Heathrow Airport. Credit: @theboyg/PA

  • Can I claim compensation?

Delayed travellers are able to claim compensation under EU law, unless the disruption has been caused by factors outside the airline's control.

Air travel experts say BA is likely to face a massive cost in lost revenue and payouts to customers whose flights were cancelled.

Malcolm Ginsberg, editor in chief at Business Travel News, said: "There is no question - the EU denied-boarding regulations will have to apply.

"They have broken all the rules and they will have to deal with it - it's going to be a very expensive situation for BA."

Civil Aviation Authority guidance states that anyone who is more than three hours delayed arriving at their destination could be entitled to compensation.

"We would try to ensure BA are looking after their customers and advising them of their rights," a spokesman said.

A spokesman for consumer rights company Which? said: "If you're unlucky enough to experience a severe delay or cancellation, compensation is available and people should claim what they're rightly entitled to."

A copy of a letter handed out to passengers. Credit: Helen William/PA

  • Have BA offered passengers compensation?

British Airways has said it would be "happy to consider reimbursing reasonable expenses" to customers caught up in mass delays caused by a global IT crash.

In a letter to customers at Gatwick Airport, the airline said: "As part of our care obligations to our customers under EC Regulation 261/2004, we will be happy to consider reimbursing reasonable expenses for meals/refreshments and the provision of hotels, and transport to/from the hotel or other accommodation if an overnight stay is necessary based on the following guidelines:

  • Hotel accommodation (£200 per day per room - 2 people sharing)

  • Transport between the airport and your hotel (£50 for the round trip)

  • Reasonable meal and refreshment expenses (£25 per adult per day and £12.50 for children)

  • Two reasonable telephone calls per customer