How to Complain to British Airways and Get Compensation

Your Rights with British Airways

UK passengers are protected by UK Regulation 261/2004 (retained EU law post-Brexit), which mirrors EU261 and provides up to £520 per person for qualifying delays and cancellations. The Montreal Convention covers baggage claims up to approximately £1,250. For flights that departed EU airports, the original EU261 still applies.

Step 1 — File Your Claim Online

Go to ba.com → Help and Contacts → Delay or Cancellation Compensation. Complete the online form. BA typically responds within 28 days, but often takes longer. Their first response is frequently a rejection or a lower offer — do not accept it without checking.

Step 2 — Send a Formal Letter Before Action

If BA rejects your claim or makes an inadequate offer, send a formal Letter Before Action to:
British Airways Customer Relations, PO Box 5619, Sudbury, Suffolk CO10 2PG

Your letter must cite the specific regulation, the exact amount claimed, and give BA 14 days to pay before you escalate.

Step 3 — Escalate to CEDR or CAA

• CEDR (Centre for Effective Dispute Resolution): BA is a member of CEDR's Aviation Adjudication Scheme. Filing is free for passengers. CEDR decisions are binding on BA.
• Civil Aviation Authority (CAA): The UK aviation regulator. File at caa.co.uk if CEDR doesn't resolve your case. The CAA can compel compliance.
• Money Claim Online (MCOL): Small claims for under £10,000 at gov.uk/make-court-claim-for-money. BA almost always pays rather than defend.

Compensation Amounts

• Short-haul (<1,500 km), 3h+ delay: £220
• Medium-haul (1,500–3,500 km): £350
• Long-haul (>3,500 km), 4h+ delay: £520
• Lost/damaged baggage: Up to ~£1,250 under the Montreal Convention.

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