British Airways passengers faced delays and cancellations this week due to an “IT system failure” that caused the airline’s phone lines to go down.

Ben Clatworthy, transport and travel correspondent for the Times, took to social media platform X at the time to report that flights were “unable to take off”.

On Monday (November 18), he posted: “BREAKING: Understand that @British_Airways IT systems have failed with planes unable to take off, phone lines down and pilots in the dark. Source says queues building at Heathrow Terminal 5 #aviation #BA #travel.”

A spokesperson for Heathrow confirmed they were aware of a technical issue that British Airways was investigating, but assured that Heathrow’s systems were operating as normal. A representative from British Airways later confirmed that the issue had been resolved.

So what compensation can affected British Airways customers expect? Ivaylo Danailov of SkyRefund, an expert in airline compensation, offered his advice. He stated: “If your flight has been delayed for long enough, under EU/UK laws the air carrier has to provide food and drink, access to emails and phone calls, accommodation if you’re delayed overnight, plus the cost of the journey between the airport and the hotel.”

Explaining the eligibility for claims, he said: “Depending on the flight distance and the countries you’re flying between, your right to care kicks in after 2 hours for flights less than 1500 km, 3 hours for flights between 1500 and 3500 km or 4 hours for flights over 3500 km. If you’re not sure, you can check the length of your flight with an online flight distance calculator such as Web Flyer.

“Under EU/UK law you are entitled to compensation if your flight is delayed by more than 3 hours, and the delay is the airline’s fault, for example a technical issue.”

Social media users expressed their frustration over the British Airways chaos, with one individual posting: “Absolute shambles three flights cancelled this month and now being made to stand on the tarmac in a very cold Verona waiting for an already delayed flight. What has happened to the nations airline? Not fit for purpose.”

Meanwhile, another added: “@British_Airways are hopelessly useless. Flight cancelled on the runaway – sure, technical glitches happen. But to leave us stranded on the runaway for 2 hours, no refreshments, no information, flight attendants sat giggling at the front of the plane ignoring everyone. Dreadful.”

In a different case, another person expressed anger saying: “I’ve been waiting over a month for a refund on a flight booking BA cancelled for me. UK law states refunds are to be paid in 14 days. BA is clearly above the law! “.

British Airways has been contacted for comment.