How Sarah Got £1,760 Back From British Airways

When Sarah and her family of four were delayed by 6 hours on their return flight from Malaga, British Airways offered nothing but apologies. Here's how she claimed £1,760 in compensation.

The Situation

Sarah had booked a family holiday to Spain. The outbound flight was fine, but the return was a disaster:

• Original departure: 2pm
• Actual departure: 8:15pm
• Reason given: "Technical problems"
• What BA offered: Nothing

What Sarah Did

Step 1: She Checked Her Rights

Using the NoReply Flight Compensation Calculator, Sarah discovered:

• A 6+ hour delay qualified for compensation
• The flight distance meant £350 per person
• "Technical problems" are NOT extraordinary circumstances
• Total claim: 4 × £350 = £1,400

Step 2: She Made a Formal Complaint

Sarah used NoReply to generate a complaint letter that:

• Cited EU261/UK261 regulations specifically
• Referenced the British Airways EU261 policy
• Included a 14-day response deadline
• Attached booking confirmations and boarding passes

Step 3: The First Rejection

BA's initial response claimed "extraordinary circumstances due to an unexpected technical issue."

Sarah knew this wasn't valid. Technical problems are within the airline's control. She responded with:

• Case law references (Wallentin-Hermann v Alitalia)
• CAA guidance on technical faults
• A request for specific details of the "technical issue"

Step 4: The Second Response

Faced with Sarah's informed response, BA changed their tune. They offered £200 per person as a "goodwill gesture."

Sarah refused, demanding the full statutory amount.

Step 5: CAA Escalation

Sarah escalated to the Civil Aviation Authority. She:

• Submitted all correspondence
• Included evidence of the delay
• Referenced BA's inconsistent explanations

The Result

Within 3 weeks of the CAA complaint:

• BA offered the full £1,400 compensation
• Plus £360 for expenses (airport meals for 4 people)
• Total received: £1,760

Key Lessons

1. Airlines will try to refuse - Don't accept the first "no"
2. Know the law - Technical problems are NOT extraordinary circumstances
3. Get everything in writing - Keep all emails and letters
4. Escalate when needed - The CAA is there to help
5. Don't accept vouchers - You're entitled to cash

Your Turn

If you've been delayed or cancelled, you might be owed compensation too. Use our free tools to check your rights and generate a professional claim letter.

Note: Name changed for privacy. Story shared with permission.