Sometime in Aug 2021, I had redeemed a roundtrip itinerary for a family member to fly SIN-LHR-EDI in Sep 2021, and BCN-LHR-BKK in Jul 2022. Avios redemption at PE with upgrade to J using GUF. At the time of booking, I was told that even when the outbound is flown, I can contact GGL to make any changes anytime up to 24 hours prior to the inbound flight - including date change (simple) and reroute (by getting an FTV issued, and using it then to rebook a new route).

Fast forward to present day. Now that my family member needs to do a reroute to fly in May 2022, I was told that BA no longer issues FTV effective 31 Mar 2022. Even if they try to, the unflown inbound segments would simply trigger a refund, and I'd just get back the Avios for the unflown portion + fuel surcharge and taxes paid - but effectively my GUF would've been "lost" as it's already considered "used" for a booking. But a refund wouldn't help because, nearly a month to the intended travel date, all the redemption availability has dried up, and I've already used up my 2 jokers for the current membership year.

Any thoughts of how I can get BA to honor what I was told back when I booked the original flights? The person who did the booking actually put down notes to my booking, but apparently BA's current system limitation is to automatically trigger a refund and that's it.