British Airways — cancellation of flight

Ba case reference 17427516
My son, an international student studying engineering in the united states had booked a premium economy ticket from new delhi to los angeles on 7th january. His connecting flight number ba283 from lhr to lax got canceled on 7th january 2018 for unknown reasons. He had to face a lot of physical discomforts & mental trauma.

1. While boarding the flight to london from delhi (Ba 142), he was not informed that the connecting flight lhr to lax (Ba 283) was canceled.
2. Only after landing in london he downloaded an email informing him of the cancellation, asking him to go to ba site to accept a flight to new york and then to lax. He did not accept as that time there was a severe weather storm in new york and all flights were canceled. It was all over the news; the ba staff only offered the first option, which the computing system provides without a regard to the actual ground reality.
3. He was asked to stand in the queue at the ticketing counter for over 2 hours for the next connecting flight. After some time an announcement was made to leave the queue and collect the luggage from baggage claim. He was asked to leave his place, collect the bags and collect his visa from the immigration department.
4. After waiting in the long immigration queue he was told that they couldn’t issue the visa till he has a confirmed ticket.
5. He had to go back to the ticketing counter and after nearly 2 hours of standing in the queue, repeatedly explaining to the staff that he does not wish to be stuck in new york & was offered a direct flight to los angeles to fly out on the 9th of january. He explained ba that he will be eligible for a transit visa for 24 hours but in spite of that, they asked him to apply for the immigration for a short terms 2-day visa.
6. As he reached the immigration counter for the second time, after a long wait the officer in charge informed him that he could only get a 24-hour transit visa. He was told to go back to ticketing and get another ticket issued. He was surprised as to why the british airways staff is not aware of the transit visa rules.
7. He stood in the long queue of the ticketing counter for the third time for over an hour to get the ticket changed. Now the staff offered him even a more ridiculous alternative to fly to baltimore, take a one hour bus to washington dc and then fly to lax from there. He did not understand why the staff was insisting to travel to the east coast which was severely affected by the storm and causing all flight delays while there was absolutely no weather-related problem in his final destination to la. He spent almost 8 hours in this ordeal.
8. There was no food /drinks offered by the british airways staff during this period except for a protein bar. He was sick due to nausea and acidity caused by no food, drinks and standing for hours in one queue after another after having reached london on an overnight long flight from delhi.
9. Finally, after multiple pleadings, arguments, and an emotional breakdown the staff took pity on his condition and booked him a direct flight to lax via american airlines on 8th jan. If this were offered at first go he would not have suffered. He was offered hotel accommodation in a nearby hotel with food vouchers. Too little too late. He was a mess by now.
2. He suffers from a cartilage deformity of the head-neck junction. For such reason, his original route he had booked a ba premium economy seat as it provides a wider seat with greater recline, lumbar support, headrest and footrest and extra legroom to stretch out. He had also prepaid additional money to ba to block a comfortable seat on his original route. However, at lhr he was put on an american airline, flight number 109 and downgraded to the economy section. At the check in the aa, staff told him that he could only carry 23 kg one bag as per their rule while he was originally allowed to carry 2 bags of 23 kg each from new delhi –lhr – lax. He had to once again plead, beg and negotiate the staff to allow me to carry both his bags. Finally, they agreed as they could see i was in a bad shape. Throughout my 12 hours journey, he was in a lot of discomfort & pain. (As a proof of my condition he shared the medical records from december 2017). However owing to the stress and the discomfort of flying in economy (Middle seat) his situation had gotten worse, had aggravated his pain.

3. He was to start attending classes w. E. F from 8th january and due to the dispruption of his flights and the physical /emotional stress he missed vital classes for 2 days.
Till now british airways has not responded to any of the grievances.