Originally Posted by
Epsomdog
Quote from Guardian (free app)
However, customers have been further angered by BA’s online claim forms, which instructs them to first seek compensation via their travel insurance – leaving many liable to pay an excess. The Association of British Insurers has complained to the airline that it is giving misleading information and that BA should be the first point of call.
What level of compensation the airline intends to provide will be of intense interest to customers still waiting for their bags to be returned – even though they were unable to fly."
The CAA, who are responsible for overseeing how major incidents like this are dealt with, seem to have abdicated their responsibilities.
It's no wonder that passengers are still so confused.