I struggled with an appropriate headline for this post. Should it have been: British Airways forced me to write negative stories, which days later they ultimately decided not to make true, or British Airways learned nothing from the other airline PR disasters this year? In the end, I focused on the only thing I care about, which is passengers getting what they’re rightfully owed.

British Airways Got In Touch This Morning To Say…

EU261– We will fully honour our obligations and pay customers EU261 compensation.

People who booked on other flights- We have worked with 30 other airlines to ensure our customers were able to travel to their destinations as soon as possible. Customers due to travel on Saturday, who were unable to contact us and therefore booked flights with other airlines will be reimbursed for comparable travel.

That’s Legitimately Great News, But The Delay Cost Them Much More Than Reimbursement Claims…

All athletes from a young age learn to follow the ball. The more you do this, the more you’re able to anticipate where it’s going. I am dumbfounded beyond my wildest curiosity-as to how someone thought initially denying EC261 claims, and saying that (at best) alternative flight booking compensation would be handled on a case by case basis, WOULD NOT extend the disastrous media cycle, turning inconvenience into a feeling of total abandonment for passengers-by the airline that wronged them! I’d certainly like to know.

I Was Already Bored Of The BA Meltdown Story When I Heard About The Potentially Denied Reimbursement Claims, You Probably Were Too…

Life is short, and after a few headlines and a 24 hour cycle hearing of British Airways travelers dire weekends, I lost interest. You probably did too. Yet another airline meltdown, passengers left stranded. It happens all the time. It SHOULD HAVE ENDED THERE. When I started getting word, late Sunday that British Airways was denying EC261 delay and cancellation claims, as well as turning away passengers who were left with literally no other choice but to make their own rebooking’s, I went nuclear. How could they do something so short sighted that would inevitably backfire, as the press got hold of this bandaid for a bullet wound?

Ultimately, The Airline Brought This On Themselves…

If the story ended with the airline immediately saying they would do the right thing in all reasonable and legitimate claims, we wouldn’t still be here, talking in a negative tone about an airline many of us have an irrational loyalty or admiration for (including myself). Instead, the news continues to develop. Sure, it’s ultimately good news, and I am truly glad that all claims will be processed favorably, but British Airways caused themselves so much unnecessary bad press in the meantime- it’s hard to estimate the damage done on the emotional level to passengers who were not only inconvenienced, but then felt betrayed by the lack of support or reason for their financial claims. It’s hard to estimate the financial impact, which the feeling of emotional abandonment in the aftermath of the IT meltdown will cost down the line…