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Important Information for Customers Travelling with British Airways

If you are an Alpha customer who is concerned about the recent computer glitches with the British Airways check-in system, please read below.

If you haven’t left home yet

British Airways have confirmed that they are working on fixing the glitch; however it is currently taking much longer than usual to check passengers in at Gatwick and Heathrow. To ensure you don’t get stuck in the delays and miss your flight, you should check-in online (if possible) before leaving home, and allow an absolute minimum of two hours to check in, get through security and be ready to board your flight.

Cancellation

If you have experienced a delay over 24 hours at the airport, you can submit a claim for the costs of cancelling or abandoning your trip (provided you are unable to obtain refunds from any other source – e.g. the airline or your accommodation). To download a claim form, please visit this page.

Departure Delay

Many of our policies offer a set benefit for each 12 hour period you are delayed at the airport (to put towards the cost of things like food and magazines), provided the delay is not due to the diversion of the aircraft after it has departed. To download a claim form, please visit this page.

For both cancellation and departure delay you must not have been offered any compensation, or alternative transport that departs within 12 hours. To find out more please email the claims team on claims@tif-plc.co.uk.

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