Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,821
Upgrade using Avios. Have a look at your e-ticket, there are 5 differentt combinations in the mix here and really helps to be clear which it is, for reasons thy poor heid is now experiencing. So Upgrade using Avios is where you paid for say World Traveller Plus and you used Avios to get a Club Wolrd seat. That's commercial. It's closest cousin is Part Pay with Avios. You book WTP but you use Avios to reduce the cost, a CWS unapproved idea.
FTV = Future Travel Voucher - you throw in the booking and get a voucher equivalent to the value, which you then use for a brand new booking.
I'm hoping the lady is sorting this out, but if not, have a sleep and then we can work out the best way forward.
And yes, FT specialise is complex bookings. Most people buy a ticket there and back and just give cash, FTers on the other hand are very special people. But in that ideal world there would be no BA Forum.