A British Airways passenger has taken to Reddit to share her ordeal after the airline rerouted both legs of her trip to a different country, left her to arrange her own cross-border travel, and is now refusing full compensation. The user had booked a round trip from Heathrow to Gibraltar.
Just days before departure, she was informed that her flight was canceled due to radar issues and rebooked to Malaga, Spain. The replacement flight departed four hours earlier than scheduled, which she could not make from Cardiff. She eventually flew into Malaga, arriving nearly seven hours later than intended.
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Despite repeated assurances from BA staff that a coach would transport passengers to Gibraltar, no such service was available. The traveller, a solo female, ended up taking a €165 Uber across the border late at night.
The return flight was also canceled and rerouted to Malaga. Once again, the airline did not provide any transport to Gibraltar.
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The traveller had to arrange her own journey, risking a missed train connection back home. After some insistence, BA rebooked her to Cardiff instead of Heathrow.
Her request for compensation under UK261, along with reimbursement for both Uber rides and damages for distress, was denied. BA cited “extraordinary circumstances” such as air traffic control issues.
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However, she points out that the radar maintenance was scheduled and that other flights, including some from BA, still landed in Gibraltar during that period.
Despite presenting written proof that BA promised ground transport, the airline only offered partial reimbursement.
With other passengers reportedly receiving better treatment, the traveller is now considering escalating her case through AviationADR or the Civil Aviation Authority.
