This is the letter sent to passengers. Quality. Locked overnight in the airport and you can have a voucher for £100!
Dear Mr *******
I am extremely sorry your flight from Venice was delayed overnight. It must have been very frustrating, and uncomfortable, to sleep in the airport. I recognise how it must have affected all your other travel arrangements, and been a long and tiring journey for you.
As you may know, our crew are legally only able to work a set number of hours. The delay and problems with the outbound flight meant by the time they arrived in Venice these had been exceeded. Normally in such situations we would transfer all passengers to hotels. Unfortunately there was no accommodation available.
We know how much delays can affect our customers and their plans, and we always try to minimise their inconvenience. However, I fully appreciate that you need to be able to rely on us to fly as scheduled.
I am aware you may have incurred additional expenses as a result of this delay, and if this is the case I would be grateful if you could forward any receipts to the following address:
PO Box 5619
Fax: +44 1787 883 195
By way of an apology, I would like to offer you an eVoucher for £100.00. Please accept this with my compliments.
Your eVoucher Details:
Please note you can give this eVoucher to someone else if you wish, although it can only be used once. The other person will need the eVoucher name and number to be able to use it. By forwarding the details to another person, you are allowing them to use the eVoucher.
If it would be helpful, we can provide a letter for your travel insurance to confirm the total delay to your journey. Please send us a written request to the address above.
Thank you for leaving your contact details with our staff and for giving me the opportunity to apologise for the problems experienced. We value your business and we want to do everything we can to make your journeys with us as pleasant and easy as possible. I hope we have the opportunity to welcome you on board again soon.
British Airways Customer Relations
Your case reference is:[private information redacted]