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Unable to change flight on BA.com or by calling BA

Unable to change flight on BA.com or by calling BA

Old Jun 8, 12, 6:14 am
  #1  
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Unable to change flight on BA.com or by calling BA

Hi all,

I recently had the displeasure to have a malfunctioning alarm clock, and therefore woke up one hour before my flight was scheduled last Friday.

As I had booked a fully rebookable ticket (at least rebookable until departure time according to my conditions of carriage on BA.com), I tried to change my flight on ba.com to a later one, to no avail. I then called BA who was unable either, despite a one-seat availability on a later flight on the same day.

In the end, I ended up booking an AF flight to my destination.

While I admit waking up late is my entire fault, I was wondering if that kind of issue happens often. Did you experience the same problem? What did you do to solve it?

Thanks and regards,
papyPiHi
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Old Jun 8, 12, 6:17 am
  #2  
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Originally Posted by papyPiHi View Post
As I had booked a fully rebookable ticket, I tried to change my flight on ba.com to a later one, to no avail. I then called BA who was unable either, despite a one-seat availability on a later flight on the same day.
Did BA tell you why you could not be rebooked? Which booking class was it booked in?

If your ticket was truly fully flexible, then it sounds odd that BA could not rebook you. However, if your ticket was semi-flex, then there may have been a rule that the ticket becomes invalid the moment you no-show, like this:-
PASSENGERS WHO NO-SHOW FOR A FLIGHT WILL BE CONSIDERED AS A CANCELLATION AFTER DEPARTURE AND WILL RECEIVE NO REFUND OF THE FARE. CHANGES WILL NOT BE PERMITTED.
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Old Jun 8, 12, 6:30 am
  #3  
 
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Originally Posted by papyPiHi View Post
Hi all,

I recently had the displeasure to have a malfunctioning alarm clock, and therefore woke up one hour before my flight was scheduled last Friday.
Always a fear of mine - it's why I rely on 3 x alarms. Bedside alarm clock, Blackberry and the alarm clock on my walkabout landline phone at home too. If in a hotel, I tend to go for a wake-up call from reception, the bedside alarm clock / alarm built into the telly - AND the Blackberry.

It's worked so far, but after this post, I'm bound to have a triple device failure pretty soon!
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Old Jun 8, 12, 6:32 am
  #4  
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Originally Posted by Globaliser View Post
Did BA tell you why you could not be rebooked? Which booking class was it booked in?

If your ticket was truly fully flexible, then it sounds odd that BA could not rebook you. However, if your ticket was semi-flex, then there may have been a rule that the ticket becomes invalid the moment you no-show, like this:-
All I see from the PNR my friend pulled is "RM TRIED TO RE BOOK FLT BUT SYSTEM SHOWING AS FLT DEPARTED TOO CLOSE TO DEPT TIME"

As far as I remember my ticket was flexible as follows: changes allowed for a 60 fee plus fare difference. I don't remember anything about refund conditions

What I don't understand is that Acceptance wasn't closed at the time I called (~45 min before departure), so the no-show rpocess wouldn't have started, would it?
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Old Jun 8, 12, 7:12 am
  #5  
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You indicate it was around 45 minutes before the flight was due to depart that you tried changing the ticket on the phone. That time is critical. If you have not checked in 45 minutes before departure then you will be a no-show. So if it was actually 44 minutes, then yes you were technically a no-show.
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Old Jun 8, 12, 8:30 am
  #6  
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Originally Posted by papyPiHi View Post
As far as I remember my ticket was flexible as follows: changes allowed for a 60 fee plus fare difference. I don't remember anything about refund conditions
That sounds like a semi-flex short-haul ticket and therefore likely to have been subject to the rule I quoted before. A quick search suggests that the short-haul version of the rule is crisper:-
NO CHANGES OR REFUNDS PERMITTED FOR A PASSENGER WHO NO-SHOWS.
Whether you could properly be treated as a no-show may be critically dependent on the time that you called.

Unfortunately, this is one of those situations in which phoning may have produced a different result from turning up late at the airport and asking in person for mercy. But that, too, could have depended on exactly how late you were.
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Old Jun 8, 12, 10:22 am
  #7  
 
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Originally Posted by papyPiHi View Post
All I see from the PNR my friend pulled is "RM TRIED TO RE BOOK FLT BUT SYSTEM SHOWING AS FLT DEPARTED TOO CLOSE TO DEPT TIME"

As far as I remember my ticket was flexible as follows: changes allowed for a 60 fee plus fare difference. I don't remember anything about refund conditions

What I don't understand is that Acceptance wasn't closed at the time I called (~45 min before departure), so the no-show rpocess wouldn't have started, would it?
When changes are permitted for a Fee (Which is the case here), then usually there is also a condition that says Changes not permitted on day of Departure. That could be reason that the change is not permitted.
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Old Jun 8, 12, 3:02 pm
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Thanks for all the replies!

According to the PNR history, the last change was made at 0653 for a flight at 0725. That change is the noshow process, I assume.
The agent tried to rebook at 0647 (or at least put the remark in my PNR at that time).

To Globaliser and Getafix, that might be the case (I don't have access to neither the fare conditions nor the class of service I flew in), however in this case why would ba.com show that changes are permitted up to departure time in the MMB section?
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Old Jun 8, 12, 5:34 pm
  #9  
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Originally Posted by papyPiHi View Post
As far as I remember my ticket was flexible as follows: changes allowed for a 60 fee plus fare difference. I don't remember anything about refund conditions
Sounds like it was an H-Class Fare (LON-PAR). Changes are, indeed, allowed (anytime before departure), but No-Shows and Refunds are not:

[KVS Availability Tool 7.0.2/Diamond - Sabre: LON-PAR/BA/HNCLON2/532 USD]
Code:
[Penalties]
CANCELLATIONS

  ANY TIME
    TICKET IS NON-REFUNDABLE.
      NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
       WAIVED FOR DEATH OF PASSENGER AND PASSENGER/S
       TRAVELLING COMPANIONS
       -----------------------------------------
       WHEN COMBINING A REFUNDABLE FARE WITH A
       NON-REFUNDABLE FARE
       1. THE AMOUNT PAID ON THE REFUNDABLE FARE
       COMPONENT IS REFUNDED LESS ANY APPLICABLE
       PENALTY
       2. THE AMOUNT PAID ON THE NON-REFUNDABLE
       FARE COMPONENT WILL NOT BE REFUNDED
       ----------------------------------------
       REFUND OF UNUSED TAXES FEES AND CHARGES PAID TO
       THIRD PARTIES PERMITTED. FUEL AND INSURANCE
       SURCHARGES WILL NOT BE REFUNDED

CHANGES

  BEFORE DEPARTURE
    CHARGE GBP 60.00.
      NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
       CHARGE APPLIES PER TRANSACTION - PER PERSON FOR
       ADULT CHILD AND INFANT WITH SEAT.
       INFANTS WITHOUT A SEAT ARE NOT CHARGED THE FEE.
       --------------------------------------------------
       A CHANGE IS DATE/ OR FLIGHT/ OR ROUTING CHANGE
       OR UPGRADE.NEW RESERVATION AND REISSUE/
       REVALIDATION MUST BE MADE AT THE SAME TIME
       --------------------------------------------------
       WHEN MORE THAN ONE FARE COMPONENT IS CHANGED THE
       HIGHEST PENALTY OF ALL CHANGED FARE COMPONENTS
       APPLIES
       --------------------------------------------------
       IF CHANGE TO THE FIRST FARE COMPONENT OF JOURNEY
       RECALCULATE NEW CURRENT FARE EFFECTIVE ON THE DAY
       OF REISSUE
       IF NO CHANGE TO THE FIRST FARE COMPONENT
       RECALCULATE CURRENT FARE ON DAY OF REISSUE -OR-
       USE FARES IN EFFECT ON THE PREVIOUS TICKETING DATE
       - WHICHEVER IS LOWER
       --------------------------------------------------
       NEW FARE MAY BE EQUAL/HIGHER/LOWER. ALL PROVISIONS
       OF NEW FARE MUST BE COMPLIED WITH INCLUDING
       ADVANCE PURCHASE
       NOTE -
       IF CHANGE RESULTS IN LOWER FARE THEN PENALTY
       APPLIES AND THERE IS NO REFUND OF RESIDUAL FARE
       --------------------------------------------------
       UPGRADES PERMITTED TO ANY HIGHER FARE AT
       THE ABOVE FEE PER TRANSACTION PER PASSENGER
       PLUS ANY DIFFERENCE IN THE FARE.
       ORIGINAL REFUND CONDITIONS APPLY TO
       ANY UPGRADED TICKET.WHEN THE ITINERARY RESULTS IN
       A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED AND
       THE ABOVE CHANGE FEE WILL APPLY.
       WHEN THE NEW ITINERARY RESULTS IN A LOWER FARE THE
       CHANGE FEE WILL APPLY AND NO REFUND WILL BE
       --------------------------------------------------
       NO CHANGES OR REFUNDS PERMITTED FOR A PASSENGER
       WHO NO-SHOWS.
       --------------------------------------------------
       NAME CHANGES NOT PERMITTED

AFTER DEPARTURE
    CHARGE GBP 60.00.
      NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
       CHARGE APPLIES PER TRANSACTION - PER PERSON FOR
       ADULT CHILD AND INFANT WITH SEAT.
       INFANTS WITHOUT A SEAT ARE NOT CHARGED THE FEE.
       --------------------------------------------------
       A CHANGE IS DATE/ OR FLIGHT/ OR ROUTING CHANGE OR
       UPGRADE.NEW RESERVATION AND REISSUE/REVALIDATION
       MUST BE MADE AT THE SAME TIME.
       -------------------------------------------------
       WHEN MORE THAN ONE FARE COMPONENT IS CHANGED THE
       HIGHEST PENALTY OF ALL CHANGED FARE COMPONENTS
       APPLIES
       --------------------------------------------------
       FOR CHANGES USE HISTORICAL FARES IN EFFECT ON
       PREVIOUS TICKETING DATE NEW FARE MAY BE
       EQUAL/HIGHER/LOWER ALL PROVISIONS OF NEW FARE MUST
       MUST BE COMPLIED WITH INCLUDING ADVANCE PURCHASE
       NOTE -
       IF CHANGE RESULTS IN LOWER FARE THEN PENALTY
       APPLIES AND THERE IS NO REFUND OF RESIDUAL FARE
       --------------------------------------------------
       UPGRADES PERMITTED TO ANY HIGHER FARE FOR THE
       ABOVE CHANGE FEE PER TRANSACTION PER PASSENGER .
       PLUS ANY DIFFERENCE IN THE FARE.
       ORIGINAL REFUND CONDITIONS APPLY
       TO ANY UPGRADED TICKET. WHEN THE ITINERARY RESULTS
       IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED
       AND ABOVE CHANGE FEE WILL APPLY.
       WHEN THE NEW ITINERARY RESULTS IN A LOWER FARE THE
       ABOVE CHANGE FEE WILL APPLY AND NO REFUND WILL BE
       MADE.
       -------------------------------------------------
       NO CHANGES OR REFUNDS PERMITTED FOR A PASSENGER
       WHO NO-SHOWS.
       ------------------------------------------------
       NAME CHANGES NOT PERMITTED.

[Rule Application & Other Conditions]
NOTE - THE FOLLOWING TEXT IS INFORMATIONAL AND NOT
VALIDATED FOR AUTOPRICING.
BRITISH AIRWAYS ECONOMY SEMI-FLEX RETURN FARES BETWEEN
UNITED
KINGDOM AND EUROPE
APPLICATION
 AREA
  THESE FARES APPLY 
   BETWEEN UNITED KINGDOM AND EUROPE.
 CLASS OF SERVICE
  THESE FARES APPLY FOR ECONOMY CLASS SERVICE.
 TYPES OF TRANSPORTATION
  THIS RULE GOVERNS ONE-WAY AND ROUND-TRIP FARES.
  FARES GOVERNED BY THIS RULE CAN BE USED TO CREATE
   ONE-WAY/ROUND-TRIP/OPEN-JAW JOURNEYS.
  FARES ONLY APPLY IF PURCHASED BEFORE DEPARTURE.
   EXCEPTION
   MAY BE USED FOR EN-ROUTE UPGRADING FROM A LOWER
   FARE PROVIDED ALL CONDITIONS OF THSES FARES ARE
   MET.WHEN COMBINING ON A HALF ROUNDTRIP BASIS THE
   FARE RULES FOR EACH SECTOR BOOKED APPLY.
 CAPACITY LIMITATIONS
  THE CARRIER SHALL LIMIT THE NUMBER OF PASSENGERS
   CARRIED ON ANY ONE FLIGHT AT FARES GOVERNED BY
   THIS RULE AND SUCH FARES WILL NOT NECESSARILY BE
   AVAILABLE ON ALL FLIGHTS. THE NUMBER OF SEATS,
   WHICH THE CARRIER SHALL MAKE AVAILABLE ON A GIVEN
   FLIGHT, WILL BE DETERMINED BY THE CARRIER$S BEST
   JUDGEMENT.

[Flight Application]
THE FARE COMPONENT MUST NOT BE ON
    ONE OR MORE OF THE FOLLOWING
      BA FLIGHTS 1500 THROUGH 1999.
AND
THE FARE COMPONENT MUST NOT BE ON
    ONE OR MORE OF THE FOLLOWING
      BA FLIGHTS 4333 THROUGH 4449.
AND
THE FARE COMPONENT MUST NOT BE ON
    ONE OR MORE OF THE FOLLOWING
      BA FLIGHTS 4650 THROUGH 4899.
AND
THE FARE COMPONENT MUST NOT BE ON
    ONE OR MORE OF THE FOLLOWING
      BA FLIGHTS 6760 THROUGH 6999.
AND
THE FARE COMPONENT MUST NOT BE ON
    ONE OR MORE OF THE FOLLOWING
      BA FLIGHTS 7600 THROUGH 7940.
AND
THE FARE COMPONENT MUST NOT BE ON
    ONE OR MORE OF THE FOLLOWING
      BA FLIGHTS 8200 THROUGH 8299.
AND
THE FARE COMPONENT MUST NOT BE ON
    ONE OR MORE OF THE FOLLOWING
      BA FLIGHTS 8450 THROUGH 8497.
AND
THE FARE COMPONENT MUST NOT BE ON
    ONE OR MORE OF THE FOLLOWING
      BA FLIGHTS 8700 THROUGH 8770.
AND
THE FARE COMPONENT MUST INCLUDE TRAVEL FROM/TO/VIA LON
VIA INTERNATIONAL SECTORS ON
    ONE OR MORE OF THE FOLLOWING
      ANY BA FLIGHT.

[Advance Reservations/Ticketing]
CONFIRMED RESERVATIONS ARE REQUIRED FOR ALL SECTORS.
TICKETING MUST BE COMPLETED WITHIN 3 DAYS AFTER
RESERVATIONS ARE MADE.

[Stopovers]
STOPOVERS NOT PERMITTED ON THE FARE COMPONENT.

[Transfers]
UNLIMITED TRANSFERS PERMITTED ON THE PRICING UNIT.
FARE BREAK AND EMBEDDED SURFACE SECTORS PERMITTED ON
THE FARE COMPONENT.
      NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
       ONLY PERMITTED AS PROVIDED FOR IN THE SPECIFIED
       PUBLISHED ROUTING.

[Surcharges]
IF UNACCOMPANIED CHILD PSGR 5-11.
  MISCELLANEOUS/OTHER SURCHARGE OF USD 50.00 PER
  DIRECTION WILL BE ADDED TO THE APPLICABLE FARE.

[Sales Restrictions]
IF THE FARE COMPONENT IS ON
    ONE OR MORE OF THE FOLLOWING
        ANY BA FLIGHT OPERATED BY BA
        ANY BA FLIGHT OPERATED BY BD
        ANY BD FLIGHT OPERATED BY BD
        ANY BD FLIGHT OPERATED BY BA.
  TICKETS MUST BE ISSUED ON THE STOCK OF BA OR BD.
  TICKETS MAY NOT BE ISSUED BY PTA. TICKETS MUST BE
  ISSUED BY ELECTRONIC TICKETING. EXTENSION OF TICKET
  VALIDITY IS NOT PERMITTED.
  OR - TICKETS MUST BE ISSUED ON THE STOCK OF BA OR IB.
       TICKETS MAY NOT BE ISSUED BY PTA. TICKETS MUST
       BE ISSUED BY ELECTRONIC TICKETING. EXTENSION OF
       TICKET VALIDITY IS NOT PERMITTED.
OTHERWISE
  TICKETS MUST BE ISSUED ON THE STOCK OF BA OR IB.
  TICKETS MAY NOT BE ISSUED BY PTA. TICKETS MUST BE
  ISSUED BY ELECTRONIC TICKETING. EXTENSION OF TICKET
  VALIDITY IS NOT PERMITTED.

[Combinations]
 CIRCLE TRIPS NOT PERMITTED.
END-ON-END
  END-ON-END COMBINATIONS PERMITTED WITH BA FARES.
  VALIDATE ALL FARE COMPONENTS. SIDE TRIPS PERMITTED
  WITH NO RESTRICTIONS.
  PROVIDED -
    COMBINATIONS ARE FOR CARRIER BA UNITED KINGDOM/
    LIBYA
    OR FOR CARRIER BA EUROPE IN ANY RULE IN ANY
    TARIFF.
OPEN JAWS/ROUND TRIPS
  FARES MAY BE COMBINED ON A HALF ROUND TRIP BASIS
  -TO FORM SINGLE OR DOUBLE OPEN JAWS WHICH CONSISTS
   OF NO MORE THAN 2 INTERNATIONAL FARE COMPONENTS AND
   THE OPEN SEGMENT AT ORIGIN MUST BE IN ONE COUNTRY.
   THE OPEN SEGMENT AT DESTINATION HAS NO RESTRICTIONS/
   ROUND TRIPS.
  PROVIDED -
    COMBINATIONS ARE WITH ANY FARE FOR CARRIER BA IN
    ANY RULE IN TARIFF
    EUROP1R - FARES BETWEEN POINTS IN EUROPE NOT FILED
    EURPBAR - WITHIN EUROPE-INTERNATIONAL
    IPREURP - WITHIN EUROPE-INTERNATIONAL.
    COMBINATIONS ARE WITH ANY FARE FOR CARRIER BA
    EUROPE IN ANY RULE IN TARIFF
    FBRA2P  - WITHIN AREA 2.
    COMBINATIONS ARE WITH ANY FARE FOR CARRIER BD IN
    ANY RULE IN TARIFF
    IPREURP - WITHIN EUROPE-INTERNATIONAL.
    IF THE FARE COMPONENT IS ON
        ONE OR MORE OF THE FOLLOWING
            ANY BD FLIGHT OPERATED BY BD
            ANY BD FLIGHT OPERATED BY BA
            ANY BA FLIGHT.

[Ticket Endorsement]
THE ORIGINAL TICKET MUST BE ANNOTATED - NONREF/-NCLON2
- IN THE ENDORSEMENT BOX.
      NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
       TICKETS MUST SHOW BY THE USE OF AN INSERT OR
       STICKER THAT TRAVEL IS AT A SPECIAL FARE AND
       SUBJECT TO SPECIAL CONDITIONS.

[Children Discounts]
CNN/ACCOMPANIED CHILD PSGR 2-11 - CHARGE 100 PERCENT
  OF THE FARE.
      TICKETING CODE - BASE FARE CODE PLUS CH.
OR - INF/INFANT WITHOUT A SEAT PSGR UNDER 2 - CHARGE 10
       PERCENT OF THE FARE.
           TICKETING CODE - BASE FARE CODE PLUS IN.
OR - INS/INFANT WITH A SEAT PSGR UNDER 2 - CHARGE 100
       PERCENT OF THE FARE.
           TICKETING CODE - BASE FARE CODE PLUS IN.
OR - UNN/UNACCOMPANIED CHILD PSGR 5-11 - CHARGE 100
       PERCENT OF THE FARE.
           TICKETING CODE - BASE FARE CODE PLUS CH.

[Agent Discounts]
      NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
       AGENT DISCOUNTS NOT PERMITTED

[Voluntary Refunds]
CHECK CATEGORY 16 OR CONTACT CARRIER FOR DETAILS.

[Eligibility]
NO ELIGIBILITY REQUIREMENTS APPLY.

[Day/Time]
NO DAY/TIME TRAVEL RESTRICTIONS APPLY.

[Seasonality]
NO SEASONAL TRAVEL RESTRICTIONS APPLY.

[Minimum Stay]
NO MINIMUM STAY REQUIREMENTS APPLY.

[Maximum Stay]
NO MAXIMUM STAY REQUIREMENTS APPLY.

[Blackout Dates]
NO BLACKOUT DATES APPLY.

[Accompanied Travel]
ACCOMPANIED TRAVEL NOT REQUIRED.

[Travel Restrictions]
NO TRAVEL DATE RESTRICTIONS APPLY.

[HIP/Mileage Exceptions]
NO HIP OR MILEAGE EXCEPTIONS APPLY.

[Tour Conductor Discounts]
NO DISCOUNTS FOR TOUR CONDUCTORS.

[All Other Discounts]
NO DISCOUNTS FOR OTHERS.

[Miscellaneous Provisions]
NO PROVISIONS APPLY.

[Fare By Rule]
NOT APPLICABLE.

[Groups]
NO GROUP PROVISIONS APPLY.

[Tours]
NO TOUR PROVISIONS APPLY.

[Visit Another Country]
NO VISIT ANOTHER COUNTRY PROVISIONS APPLY.

[Deposits]
NO DEPOSIT PROVISIONS APPLY.

[Voluntary Changes]
ENTER RD*31 OR RD*LINE NUM**31 FOR VOLUNTARY CHGS.

[Negotiated Fares]
NOT APPLICABLE.

[International Construction]
NOT A CONSTRUCTED FARE
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Old Jun 9, 12, 2:10 am
  #10  
gms
 
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Originally Posted by papyPiHi View Post
According to the PNR history, the last change was made at 0653 for a flight at 0725. That change is the noshow process, I assume.
The agent tried to rebook at 0647 (or at least put the remark in my PNR at that time).
OK. I assume the agent would have entered that comment pretty much straight away (I guess they will be under pressure to move on to the next caller pretty quickly). So you tried to rebook at 38 minutes before departure. To travel you need to have checked in 45 minutes before departure. So I think they were right to say that a change could not be made due to the no show rule.

So I don't think there was much you could have done, other than having a back-up alarm! As others have indicated I generally set at least 2 alarms, but personally hate early morning flights, since I wake up every 30 minutes through the night thinking I've slept in!
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Old Jun 9, 12, 4:12 am
  #11  
 
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Location: Cham CH
Programs: BA Gold
Posts: 1,642
things I take from this thread...
  • set more than one alarm
  • if waking late, run to the phone as the first action and call BA (forget brushing teeth and dressing)
  • never get video phone in case item 2 is needed
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Old Jun 9, 12, 4:34 am
  #12  
 
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Originally Posted by heckenhocker View Post
if waking late, run to the phone as the first action and call BA (forget brushing teeth and dressing)
I presume though that it wouldn't be possible to phone in time if you're going to miss an early morning flight e.g. 06.30 because the BA call centre doesn't open until 06.00?
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Old Jun 9, 12, 6:35 am
  #13  
 
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Originally Posted by Alvador View Post
I presume though that it wouldn't be possible to phone in time if you're going to miss an early morning flight e.g. 06.30 because the BA call centre doesn't open until 06.00?
Good point. Ok, add items 2.1 and 2.2

2.1 hang up phone as BA not open yet. Find India call centre number on Internet
2.2 call BA India, hope they are not in "call your own country" mode
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Old Jun 12, 12, 5:38 am
  #14  
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Thanks for all the replies guys, next time I'll make sur I have more than one alarm set up + wake up call from hotel/GF/mum/ whoever
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