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Covid-19 and BA flight cancellations & rebooking: info & advice thread [*noise-free*]

Covid-19 and BA flight cancellations & rebooking: info & advice thread [*noise-free*]

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Old Mar 14, 20, 5:09 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: LTN Phobia
Wiki Link
WikiPost currently includes info on China inc Hong Kong, Singapore and Italy. As and when new/updated information becomes available, we would welcome your input in updating it.
Information resources (e.g. links of entry restrictions/quarantine requirements) are provided at the bottom of Wiki.


29 Feb 2020: List of routes with cancellations from 13 March to 28 March: PKX, PVG, HKG, SIN, LIN, ICN, VRN, BGY, BLQ, TRN, VCE.
(
In the case of PKX and PVG there are no services, for the other locations it's up to 50% of services.)

BA Book with Confidence Policy
BA have instigated a policy of bookings made on or after 3 March 2020 with zero change fees. Initially this policy will expire end of 31 16 March 2020. Details can be found in this thread: https://www.flyertalk.com/forum/brit...ce-policy.html
Note.. despite the official start date of 3 March for this policy, at least one FT-er has advised that a booking on 2 March also attracted zero change fees.
BA has now expanded the book with confidence policy to expire 31 March 2020. Starting date of 3 March 2020 is unchanged.
China inc HKG
BA have cancelled all flights to PKX (Beijing/Peking) and PVG (Shanghai Pu Dong) "until 19 April 2020".

BA frequency to HKG has been reduced with effect from 13 February 2020 - see below for further details. From HKG, Cathay is running a heavily reduced schedule to mainland destinations until the end of March.

If you are due to fly to PKX, PVG and your flight is cancelled then you have refund, re-route and rebook options. BA can rebook on to several other airlines.
If you are due to fly to Hong Kong until 1st April you have refund and rebook options.
If you are transiting into mainland China you are also covered as above.
If you are transiting internationally (e.g. LHR-HKG-SYD) you are not able to move your flights, unless they are cancelled anyway.
The latest ba.com update was on 21 February 2020 at 1510.

More information on the advice of Her Majesty's Government about travel and health is on the Foreign and Commonwealth Office website.
https://www.gov.uk/foreign-travel-advice/china

For the Special Administration Regions of Hong Kong and Macao:
https://www.gov.uk/foreign-travel-advice/hong-kong
https://www.gov.uk/foreign-travel-advice/macao

Summary from IATA of all travel restrictions due to Coronavirus as added to TIMATIC https://www.iatatravelcentre.com/int...1580226297.htm


.
HKG frequency reductions (as of 1330 on 21 February 2020, all dates inclusive).

LHR-HKG

From Thu 13.02.2020 to Mon 01.06.2020: BA31 cancelled. BA27 operates (380).

Exceptions:-
  • Tue 18.02.2020: BA27 cancelled. BA31 operates (777).
  • Tue 10.03.2020: BA27 cancelled. BA31 operates (777).
  • Mon 27.04.2020: BA27 cancelled. BA31 operates (380).
  • Tue 28.04.2020: BA27 cancelled. BA31 operates (380).
  • Wed 29.04.2020: BA27 cancelled. BA31 operates (380).
  • Thu 30.04.2020: BA27 cancelled. BA31 operates (380).
  • Mon 11.05.2020: BA27 cancelled. BA31 operates (380).
  • Tue 12.05.2020: BA27 cancelled. BA31 operates (380).
  • Mon 18.05.2020: BA27 cancelled. BA31 operates (380).
  • Tue 19.05.2020: BA27 cancelled. BA31 operates (380).
  • Sun 24.05.2020: BA27 cancelled. BA31 operates (380).
  • Mon 25.05.2020: BA27 cancelled. BA31 operates (380).
  • Tue 26.05.2020: BA27 cancelled. BA31 operates (380).
  • Mon 01.06.2020: BA31 cancelled. BA27 operates (777).
In addition, on Mon 08.06.2020: BA31 cancelled. BA27 operates (777).

HKG-LHR

From Fri 14.02.2020 to Tue 02.06.2020: BA32 cancelled. BA28 operates (380).

Exceptions:-
  • Wed 19.02.2020: BA28 cancelled. BA32 operates (777).
  • Wed 11.03.2020: BA28 cancelled. BA32 operates (777).
  • Sun 29.03.2020: BA28 cancelled. BA32 operates (380).
  • Tue 28.04.2020: BA28 cancelled. BA32 operates (380).
  • Wed 29.04.2020: BA28 cancelled. BA32 operates (380).
  • Thu 30.04.2020: BA28 cancelled. BA32 operates (380).
  • Fri 01.05.2020: BA28 cancelled. BA32 operates (380).
  • Tue 12.05.2020: BA28 cancelled. BA32 operates (380).
  • Wed 13.05.2020: BA28 cancelled. BA32 operates (380).
  • Tue 19.05.2020: BA28 cancelled. BA32 operates (380).
  • Wed 20.05.2020: BA28 cancelled. BA32 operates (380).
  • Mon 25.05.2020: BA28 cancelled. BA32 operates (380).
  • Tue 26.05.2020: BA28 cancelled. BA32 operates (380).
  • Wed 27.05.2020: BA28 cancelled. BA32 operates (380).
  • Tue 02.06.2020: BA32 cancelled. BA28 operates (777).
In addition, on Tue 09.06.2020: BA32 cancelled. BA28 operates (777).

Note: Schedule changes take effect on Sun 29.03.2020 in both directions.

Italy
BA has issued a Customer Guideline Update 1 for travel to the north of Italy, defined as:
LIN/MXP Milan
TRN Turin
BLQ Bologna
VCE Venice
BGY Bergamo
VRN - Verona

Tickets issued by 24 February can be changed. If they are dated for original travel on 25 February 02 March 2020, they can now be moved to 25 February 31 March 2020. Alternatively changed to ZRH or GVA (note some of these services will be running very full at this time of the year). Refunds not allowed, redemptions are in scope for change.
Update: Travelling 29 Feb to 15 March can now change date of travel and postpone to up to the 3 Apr or change airport to Geneva or Zurich. Rredemptions included but refunds still not included

Further details:
Key Message
The following guidelines have been published to assist any customer who may wish to change their travel date for Northern Italy.
Advice for British Airways-125 ticketed customers whose BA, IB, AY or AA flight is still OPERATING

Rebook onto: British Airways or AJB

Airports affected - To/From
LIN/MXP Milan
TRN Turin
BLQ Bologna
VCE Venice
BGY Bergamo
VRN - Verona

Tickets issued by: 24 February 2020
Ticket travel dates: 25 February 02 March 2020
New travel dates: 25 February 31 March 2020

Rebooking Allowance: Rebook into the same class as the original flight or lowest available in the same cabin

Change of gateway: Rebook onto a British Airways operated service to/from ZRH (Zurich) or GVA (Geneva) and London (any airport) into the same class as the original flight or lowest available in the same cabin. Must advise the customer that any consequential cost to travel between the original and the new Swiss gateway, e.g. surface transport, hotels, etc. are at their expense. Add a remark into the booking stating that you have advised this. Visas may also need to be checked to travel into Switzerland.

Origin/Destination/Stopover changes: Yes as above
Refunds Allowed: No
Redemptions included: Yes
Available for Trade: Yes

Important Information
One involuntary ticket change allowed from the above options
Includes any connecting BA/Joint Business services on the same ticket
For customers on cancelled flights, please follow the standard customer guidelines >
Adherence to commercial policies/standard customer guidelines remains entirely the responsibility of the user. BA reserves the right to withdraw guidelines at any time
Singapore
BA11 has been cancelled on March 15, 17, 19, 21, 23 and 25, and corresponding returns on BA12 (the next day) have been cancelled.

Information Resources
Travel restrictions by country
IATA's central list of restrictions relating to Covid-19 is here:
https://www.iatatravelcentre.com/int...1580226297.htm

Australian government site for visit/transit restrictions for various countries after visiting certain countries (not just for Australians, as it lists countries visited/transited etc.). It includes information that is missing from IATA list too.
https://www.smartraveller.gov.au/

11 March 2020:
For people who are based in the US, the US CDC travel warning for Schengen zone has been updated to Level 3 "Avoid nonessential travel".
https://wwwnc.cdc.gov/travel/notices...navirus-europe

In addition, US Department of State have updated the global travel advisory to Level 3 "Reconsider Travel.
https://travel.state.gov/content/tra...ory-issue.html

This may affect your travel insurance cover (or enable you to claim back the cost of cancellation).






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Old Mar 14, 20, 2:46 pm
  #916  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
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Originally Posted by stuvoi View Post
But I have just got 'your request to cancel and refund your flights has been sent'
I don't know how much the refund will be. Can I cancel the cancellation request? As I will do the voucher change date if I am not going to get a full refund.
No, you can't cancel it now, you'll just have to wait a few weeks and then challenge the amount later. If you have already started the trip then there isn't necessarily a better option. If you have not started your itinerary, in the absence of a cancelled flight, you are best to go the eVoucher route. Longer version upthread, but if people are not sure, feel free to check in this thread before pressing any buttons.
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Old Mar 14, 20, 2:48 pm
  #917  
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Originally Posted by daslax View Post
I have a friend who was scheduled to fly her return JFK-LHR on Wed and just called today to move the trip to tomorrow and was charged the change fee, told that the waiver was only for flights booked after March 3. This is not correct, right? She has already paid - is she due a refund and how would she go about getting it?
This seems to conflict with update 6 but it hasn't been out for very long. If this was done after 17:25 GMT you should indeed challenge the amount via Customer Relations webform.

Originally Posted by flygod View Post
As a data point, was charged Euro 300 at 19:15 as a change fee for moving a DEN-LHR-CDG flight forward a few days.
And timing wise, this also seems not to meet with Update 6, assuming this was the return leg.
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Old Mar 14, 20, 3:06 pm
  #918  
 
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In terms of the vouchers is it just original booking fee being credited to a voucher or will it also include any POUG taken and paid for (all cash bookings)......couldn't seem to see an answer....?
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Old Mar 14, 20, 3:09 pm
  #919  
Moderator: British Airways Executive Club
 
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Please remember that this thread is strictly for seeking or providing assistance for cancelling or rebooking a specific flight, or to deal with a cancelled flight. It is NOT for asking a hypothetical question or to speculate.

If you have a hypothetical question, wish to speculate, or generally simply comment on something, please post on the following thread:
https://www.flyertalk.com/forum/brit...ants-more.html

Please keep this thread free of vague/hypothetical question, speculation or general discussion, because it is reserved specifically for people who need to change or cancel their booking, and those who had their flights cancelled and need to rebook, so that others who can help them can offer practical solutions and reliable information and assistance to them.

Please be considerate and refrain from making any post that is outside the scope of this thread.

Thank you for your cooperation.

LTN Phobia
Moderator: BA forum
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Old Mar 14, 20, 3:19 pm
  #920  
 
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Originally Posted by corporate-wage-slave View Post
No, you can't cancel it now, you'll just have to wait a few weeks and then challenge the amount later. If you have already started the trip then there isn't necessarily a better option. If you have not started your itinerary, in the absence of a cancelled flight, you are best to go the eVoucher route. Longer version upthread, but if people are not sure, feel free to check in this thread before pressing any buttons.
Hi CWS,
Thanks. I think the trip isn't going to go ahead anyway, so the cancellation overall is fine. I just wanted to use the most cost-effective option. Bit late now for the eVoucher option I think
I should have read the thread, but already pressed the button!
Cheers
Stu
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Old Mar 14, 20, 3:25 pm
  #921  
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Originally Posted by stuvoi View Post
I should have read the thread, but already pressed the button!
You still have the ability to challenge this when the payment has come through, by which stage things will be calmer. Unless you have any travel insurance which will help.
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Old Mar 14, 20, 3:29 pm
  #922  
 
Join Date: Apr 2019
Programs: BA Gold
Posts: 222
Originally Posted by corporate-wage-slave View Post
You still have the ability to challenge this when the payment has come through, by which stage things will be calmer. Unless you have any travel insurance which will help.
Will let the dust settle and see what is refunded before deciding on next steps
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Old Mar 14, 20, 3:39 pm
  #923  
 
Join Date: Jul 2019
Posts: 12
My girlfriend and her parents have 3 non-refundable tickets from Canada to UK (YYZ-LHR) direct on BA in late April. I've read the voucher / book with confidence page and it looks like they are eligible. However, she would prefer to wait till a full refund option is available as their schedule is fairly inflexible. Is the voucher their best option or should they wait it out?

Thank you
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Old Mar 14, 20, 3:53 pm
  #924  
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Originally Posted by vanilarice89 View Post
My girlfriend and her parents have 3 non-refundable tickets from Canada to UK (YYZ-LHR) direct on BA in late April. I've read the voucher / book with confidence page and it looks like they are eligible. However, she would prefer to wait till a full refund option is available as their schedule is fairly inflexible. Is the voucher their best option or should they wait it out?
They should wait. A cash refund is possible if BA cancel the flight(s) they are on, and there is the option of rebooking to another date. The only downside I can think for waiting would be if BA decide to change their eVoucher policy in some adverse way, but that's pure speculation, it's not something that I foresee.
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Old Mar 14, 20, 3:58 pm
  #925  
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If anyone has flights booked to the 11 airports in the next 3 days where the us are allowing flights to personally I'd recommend the voucher option as unlikely at the moment certainly in the next few days flights will be cancelled.

Anyone with Avios bookings if you prefer the cash and avios rather than booking on hold only option is to.take the hit of the 35 per person cancellation fee. If you take this option you can't claim the fee back as you have chosen to cancel and not the hold booking/voucher but maybe better for some

Last edited by Hawk777; Mar 14, 20 at 4:27 pm
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Old Mar 14, 20, 4:07 pm
  #926  
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Originally Posted by Hawk777 View Post
If anyone has flights booked to the 11 airports where the us are allowing flights to personally I'd recommend the voucher option as unlikely at the moment certainly in the next few days flights will be cancelled.
Thank you Hawk777 for all your help in this forum in recent days, I am sure it will have reduced your colleagues' workload at least a bit.

There is one question which would be really good to resolve, since it's very relevant to those who essentially only travel at Easter time or school holidays: is the eVoucher available to book after the eVoucher's 12 month limit? So if they get an eVoucher expiring 13 March 2021, can someone on 12 March book travel in April 2021? Or does travel need to be completed by 13 March 2021?
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Old Mar 14, 20, 4:10 pm
  #927  
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Originally Posted by corporate-wage-slave View Post
Thank you Hawk777 for all your help in this forum in recent days, I am sure it will have reduced your colleagues' workload at least a bit.

There is one question which would be really good to resolve, since it's very relevant to those who essentially only travel at Easter time or school holidays: is the eVoucher available to book after the eVoucher's 12 month limit? So if they get an eVoucher expiring 13 March 2021, can someone on 12 March book travel in April 2021? Or does travel need to be completed by 13 March 2021?
it's something we have been trying to get a full answer on without much luck all day so out stance has been to inform customers what it's saying on the website that from my reading of it means travel and all flights have to be completed within 12months of current outbound date, but we are seeing clarification on this is to a lot of us and to customers impacted seems rather unfair
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Old Mar 14, 20, 4:11 pm
  #928  
 
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Originally Posted by Hawk777 View Post
If anyone has flights booked to the 11 airports where the us are allowing flights to personally I'd recommend the voucher option as unlikely at the moment certainly in the next few days flights will be cancelled.

Anyone with Avios bookings if you prefer the cash and avios rather than booking on hold only option is to.take the hit of the 35 per person cancellation fee. If you take this option you can't claim the fee back as you have chosen to cancel and not the hold booking/voucher but maybe better for some
Thanks for the heads up as that probably applies to me, LHR-IAD 19th March so that will be voucher for me. Im hoping to re-book later in the year for November so voucher will be ok
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Old Mar 14, 20, 4:13 pm
  #929  
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I am mid way thought a trip. I should be returning from JFK on Tuesday evening. I am not planning to try and come back early and I expect there to be some flights from JFK on that date. If I were leaving later in the week, especially from one of the airports not listed for entry in to the US, then I would be trying to change it.
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Old Mar 14, 20, 4:14 pm
  #930  
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Originally Posted by Hawk777 View Post
it's something we have been trying to get a full answer on without much luck all day so out stance has been to inform customers what it's saying on the website that from my reading of it means travel and all flights have to be completed within 12months of current outbound date, but we are seeing clarification on this is to a lot of us and to customers impacted seems rather unfair
Thanks, I will stick to the "party line" then, though I have my doubts, since to implement this they will need to change the IT underneath the existing eVoucher system to make it happen, and that tends not to happen quickly!

BTW: Have you any jobs going for FT mega-posters?
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