British Airways passengers left unable to check in for their flights after app and website BOTH go down
HUNDREDS of British Airways passengers are experiencing problems with both the airline’s app and website.
Customers facing issues with the British Airways website rushed to X (formerly Twitter) on July 17, 2024 to report the outage.
On July 17, 2024, hundreds of passengers reported outages on the app and website, leaving them unable to login to key services.
One person wrote on the social media platform: “App not working, desktop login requests going round in circles and clearly hundreds of others having the same issue…”
The user uploaded a graph along with their post, showing increased searches for outages on the airline’s platforms.
In a response, British Airways said: “We’re aware some customers are experiencing issues with our website and the BA App.
“We’re looking into this and expect to have it resolved.”
Other customers also message the airline on X to vent their frustration, with one simply stating: “Am I the only one who can’t log in to their British Airways Execustive Club account today?
“Seriously, their IT system is really not fit for purpose.”
Another person wrote: “I’m having terrible problems with your website as it is impossible to log in!
“Constant error messages across multiple error messages.”
It is not yet known how many passengers have been impacted by the outage and when it will be resolved.
What should I do if I can’t check-in or access my boarding pass?
If you can’t access the website for your flights or boarding pass, you should contact customer service via their social media channels.
Or you can call the customer service number on 0344 493 0787.
If you need to visit the airport in the upcoming hours, then passengers should go to the BA help desk on arrival.
Customers who are unable to check-in to their flight should head to the airport early where any issues should be resolved.
Sun Online Travel have contacted British Airways for comment.
Flight compensation rules
What are my rights if my flight is cancelled or delayed?
Under UK law, airlines have to provide compensation if your flight arrives at its destination more than three hours late.
If you’re flying to or from the UK, your airline must let you choose a refund or an alternative flight.
You will be able to get your money back for the part of your ticket that you haven’t used yet.
So if you booked a return flight and the outbound leg is cancelled, you can get the full cost of the return ticket refunded.
But if travelling is essential, then your airline has to find you an alternative flight. This could even be with another airline.
When am I not entitled to compensation?
The airline doesn’t have to give you a refund if the flight was cancelled due to reasons beyond their control, such as extreme weather.
Disruptions caused by things like extreme weather, airport or air traffic control employee strikes or other ‘extraordinary circumstances’ are not eligible for compensation.
Some airlines may stretch the definition of the “extraordinary circumstances” but you can challenge them through the aviation regulator the Civil Aviation Authority (CAA).
Will my insurance cover me if my flight is cancelled?
If you can’t claim compensation directly through the airline, your travel insurance may refund you.
Policies vary so you should check the small print, but a delay of eight to 12 hours will normally mean you qualify for some money from your insurer.
Remember to get written confirmation of your delay from the airport as your insurer will need proof.
If your flight is cancelled entirely, you’re unlikely to be covered by your insurance.
The outage comes just weeks after the airline announced what to expect from it’s £7billion makeover.
The airline’s CRO Sean Doyle said this included an overhaul of both the app and the website, with the app to become an “Amazon-style” system which allows passengers to book flights in just a few clicks.
He explained: “It’s embracing technology in a way we haven’t done since the dot.com boom and looking ahead at future proofing the business.
“The website’s been around for 22 years. We were leaders in it many years ago and we’d improved it down through the years.
“But we’ve been falling behind and we need to catch up and leapfrog the rest.”
