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Strike back if you're grounded

With the threat of more walkouts by BA staff this summer, Tom Templeton has a survival guide for passengers

Eighty-thousand passengers were affected when a wildcat strike by British Airways customer services staff led to 446 flight cancellations at Heathrow last week. As talks between unions and BA stuttered and stalled, passengers faced a threat of further disruption. Here we answer the essential questions for those facing the annual summer blight of delayed flights.

What are the chances of further strikes?

Two of the three unions involved - Amicus and the GMB - are holding a strike ballot of members at Heathrow and Gatwick. The third, the T&G, would not say whether it would follow suit. Voting is expected to take up to three weeks, and the unions would have to give seven days' notice of any action. This raises the possibility of strikes at the country's two biggest airports over the busy August bank holiday weekend.

One comfort for passengers is that at least now the unions are involved, further impromptu strikes appear unlikely.

Some observers believe last week's walkout indicates the strain felt by a workforce that has been cut by 13,000 people as part of BA's cost-cutting programme.

Can I find out before I leave home if my flight will be affected by strikes?

If strike action looks possible you should call the BA hotline on 0870 850 9850 or check its website www. However, some passengers claimed last week that a message on its information line saying that schedules were back to normal was inaccurate, and on arrival at the airport their flights were severely delayed.

If there are problems, the airline asks passengers to stay away from the airport until three hours before their flight is due to take off. Otherwise, overcrowding at the terminals could be a major problem.

What should I do if my flight is cancelled?

BA offers four choices: it will rebook you on its next available flight, put you on a later BA flight, book you with another airline or give you a full refund. You communicate your choice with a call to your travel agent or the BA hotlines (see above) or by talking to BA staff at the airport.

Customers who have rebooked, whether with BA or other airlines, should check in using their original tickets, so long as travel is on the same route and in the same cabin class as the original booking. Customers with BA e-tickets will need to be issued a new ticket. Those using a different airline will need to buy their new ticket and then apply to BA for a refund. You should keep all tickets and receipts to send to British Airways for a full refund after you have travelled.

If the flight is part of a package holiday you should call your tour operator or travel agent, which will tell you how best to try to continue your holiday.

What if I'm in an overseas airport trying to fly home?

The offers spelt out above apply to you too, and you can choose the one you want at the BA check-in desk.

Will I get my money back if I lose other parts of my holiday, such as hotel or car hire, owing to a cancelled flight?

BA says it will decide whether to reimburse people on a case-by-case basis. If it won't do so, you should check the terms of your travel insurance. Any claims caused by impromptu strikes such as last week's are classed by insurers as force majeure - literally, an irresistible force - so compensation is unlikely.

Even if a strike is planned rather than instantaneous, like the one last week, your holiday won't always be covered, although tour operators and airlines should then implement contingency plans. The Association of British Travel Agents says the bonding of tour operators will not cover lost parts of a holiday.

What are my rights if I'm delayed at the airport?

BA is among the large airlines which have signed up voluntarily to the Passenger Service Commitment. This states they should offer 'appropriate assistance, for example refreshments, meals and accommodation' to passengers facing delays beyond two hours.

So will I be repaid in full by BA for refreshments and my hotel bill?

The airline arranged hotels last week for passengers whose flights had been cancelled - but said it would reimburse only those who had already checked in and been given boarding cards.

BA offered to cover 'reasonable expenses' for economy-class passengers of up to £100 each for hotels, £25 for food and refreshments, and transport costs of up to £50. Premium-class travellers were promised up to £150 for hotels, £40 for food and drink and £100 for transport.

Those stuck in the airport were given 40,000 bottles of water, 30,000 deli bags, 3,000 blankets and 2,000 'amenity kits' of toiletries.

What can I claim if my luggage was delayed by a strike?

Some passengers moving between terminals four and one at Heathrow couldn't collect their luggage during last week's strike.

In these circumstances, economy-class passengers can claim up to £25 from BA and premium-class passengers up to £40 for replacing items in their luggage which are vital before their bags catch up with them. Any customers who still do not have their baggage after a strike ends should call the UK baggage-tracing service line on 020 8562 9898.

How do I apply for refunds and expenses?

Write with original receipts and tickets to: British Airways Customer Relations, PO Box 5619 (S506), Sudbury, Suffolk CO10 2PG. Outside the UK check for details of your local BA office.

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