Major IT system failure . latest information at 23.30 Saturday May 27
Following the major IT system failure experienced throughout Saturday, we are continuing to work hard to fully restore all of our global IT systems.
Flights on Saturday May 27
We are extremely sorry for the significant levels of disruption caused to customers and understand how frustrating their experiences have been.
Affected customers can claim a full refund or rebook to a future date for travel up until the end of November 2017. Customers are urged to keep any food, transport or accommodation receipts and can make a claim in due course through our Customer Relations teams. There are a significant number of bags at Heathrow which we will be reuniting with customers via couriers as soon as we can. This will be done free of charge.
Please don.t come to Heathrow to collect your delayed bags, as they are in the process of being sorted for onward distribution in secure airside locations.
Flights on Sunday May 28
Although some of the IT systems have returned, there will be some knock-on disruption to our schedules as aircraft and crews are out of position around the world.
We are repositioning some aircraft during the night to enable us to operate as much of our schedule as possible throughout Sunday.
At this stage we are aiming to operate a near normal schedule of flights from Gatwick and the majority of our Heathrow services.
Please do not come to the airports unless you have a confirmed booking for travel.
We recognise the uncertainty that some customers may be feeling and have therefore extended our flexible booking policy.
If you are due to fly to/from Heathrow or Gatwick on Sunday May 28 or Monday May 29 and no longer wish to travel, even if your flight is still operating, you can rebook to travel up to and including 10 June.