British Airways launches new compensation process

British Airways has launched what it calls “a streamlined compensation process” to help passengers claim for delayed and cancelled flights. BA says: “This new approach speeds up the resolution time by immediately connecting customers with the relevant department, rather than the general customer relations team.” The airline wants to encourage passengers not to go through claims-handling companies. It says completing the online form should take no more than 15 minutes. BA said: “When things go wrong, and a customer's journey is delayed, we want the opportunity to apologise and deal with our customers directly to fix the problem.” The move follows a Court of Appeal judgment in favour of Ryanair in February which ruled that airlines can insist passengers apply direct in the first instance. <br/>