Where to start
British Airways directs post-travel disruption, expense and baggage claims through its customer portal. UK261 may cover qualifying UK departures and certain arrivals on a UK or EU carrier; EU261 may cover departures from the EU. Other route-based rules can also apply, so identify the operating carrier and itinerary before choosing the legal basis for the claim.
Claim directly with British Airways
Official British Airways portal for baggage, expenses, disrupted-flight compensation and complaints.
Open the British Airways claim portal →Channel checked 2026-07-18Separate compensation from expenses and refunds
UK and EU rules treat fixed compensation, care expenses, rerouting and ticket refunds as distinct remedies. A flight can qualify for reasonable care during a delay without qualifying for fixed compensation, and accepting alternative travel can change the unused-ticket refund question. State each requested remedy separately.
Build a complete claim record
British Airways advises passengers with an existing case to keep the case reference and update that case instead of opening a duplicate. Save the submission confirmation and every attachment.
- Booking reference, ticket number and operating flight
- Original and replacement itineraries
- Final arrival time
- The reason British Airways gave for the disruption
- Itemised receipts for reasonable meals, hotel or transport
- Baggage report reference and photographs where relevant
Baggage follows its own claim path
Report delayed or damaged baggage promptly and keep the baggage reference. The British Airways claims page accepts baggage claims, but international baggage deadlines can be much shorter than a general service complaint. Do not wait for a compensation decision before preserving the baggage claim.
Escalating a British Airways complaint
If British Airways gives a final response you disagree with, or does not respond within the applicable waiting period, independent escalation may be available. British Airways identifies CEDR as its approved alternative dispute-resolution provider and says eligible complaints should be referred within 12 months. Route and issue can affect which body has jurisdiction.
Important limitations
Weather, air-traffic restrictions and other extraordinary circumstances can remove fixed compensation even when care or rerouting duties remain. Separate-ticket connections do not receive the same protection as flights on one reservation. Claims should identify the operating carrier rather than relying only on the flight number printed by a marketing partner.
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