Mar 19, 2020, 2:45 pm
Last edit by: Prospero
Latest official update, posted by BA refund helper on 16 August (post no 579)
Historic wiki updates:
There seems to be some confusion over the ‘vouchers’ for future travel so here is some clarity in the hope it proves helpful to others.
The ‘voucher number’ will be the customer’s existing ticket number. The process is no different to putting a booking on hold for medical reasons and the existing booking will be reused for future travel, with the ticket reissued following payment of any difference in fare. This is why it takes so long to receive confirmation as someone has to manually go into each booking (as you’ll imagine there are a lot!), remove the live flights, hold in a ghost flight and send the confirmation email to the customer. It is not an eVoucher that you would enter into ba.com for a discount off a brand new booking and new travel arrangements should NOT be made in this way.
Similarly, customers should NOT cancel their own bookings at any point in the voucher process. This will invalidate any eligibility for the voucher and process a fare rules refund.
When ready to rebook (and once the lines are a lot quieter!) customers will need to call to be rebooked as there is no facility to do this online at all and anything done online in this manner will be at the customer’s own expense since you won't be able to deploy the eVoucher's funds. The voucher is valid for travel completed (both outbound and inbound) by 30th April 2021.
There is no telephone service charge for using the eVoucher, you have to call up, but you won't have to pay an extra fee to make the booking in this scenario.
Historic wiki updates:
There seems to be some confusion over the ‘vouchers’ for future travel so here is some clarity in the hope it proves helpful to others.
The ‘voucher number’ will be the customer’s existing ticket number. The process is no different to putting a booking on hold for medical reasons and the existing booking will be reused for future travel, with the ticket reissued following payment of any difference in fare. This is why it takes so long to receive confirmation as someone has to manually go into each booking (as you’ll imagine there are a lot!), remove the live flights, hold in a ghost flight and send the confirmation email to the customer. It is not an eVoucher that you would enter into ba.com for a discount off a brand new booking and new travel arrangements should NOT be made in this way.
Similarly, customers should NOT cancel their own bookings at any point in the voucher process. This will invalidate any eligibility for the voucher and process a fare rules refund.
When ready to rebook (and once the lines are a lot quieter!) customers will need to call to be rebooked as there is no facility to do this online at all and anything done online in this manner will be at the customer’s own expense since you won't be able to deploy the eVoucher's funds. The voucher is valid for travel completed (both outbound and inbound) by 30th April 2021.
There is no telephone service charge for using the eVoucher, you have to call up, but you won't have to pay an extra fee to make the booking in this scenario.
Rebooking with e-voucher
Jun 25, 2022, 12:45 pm
#1052
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: 63,804
125-4205412345 / GBP126.62 / SMITH /
125-4205412345 / GBP126.62 / SMITH JONES /
Jun 28, 2022, 10:52 am
#1053
Join Date: May 2009
Location: UK
Posts: 3,951
I'm probably misunderstanding something here, but the evoucher email should have the relevant surname in between two solidus (slash) characters. Leave out the leading and lag space character. So SMITH in the first example SMITH JONES in the second.
125-4205412345 / GBP126.62 / SMITH /
125-4205412345 / GBP126.62 / SMITH JONES /
125-4205412345 / GBP126.62 / SMITH /
125-4205412345 / GBP126.62 / SMITH JONES /
Jun 29, 2022, 3:46 am
#1054
Join Date: May 2009
Location: UK
Posts: 3,951
It has my single surname to the right yes, however that’s not recognised as the surname when trying to redeem online with BA. The original booking had several passengers surnames, I requested a single eVoucher and so suspect it’s a different surname that’s linked, just trying to work out what.
Jun 29, 2022, 6:27 am
#1055
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
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Posts: 63,804
It should work. The previous naming isn't relevant since they are transferable, note there should not be a space around the names, and ditto the email address. But if you can get it added then you can only call up to see what may be wrong.
Jun 29, 2022, 7:17 am
#1056
Join Date: Aug 2014
Posts: 2,659
Jun 29, 2022, 8:53 am
#1057
Join Date: Dec 2010
Location: Lincoln, UK
Programs: BAEC Gold, IHG Spire Ambassador, Hilton Diamond, Starbucks Gold
Posts: 1,266
Hi all, I've been waiting to receive my voucher email since 14 April 2022. Do I need to call BA to investigate, or is this a normal delay?
Should I expect to receive a refund following BA's latest FTV policy?
Timeline:
Should I expect to receive a refund following BA's latest FTV policy?
Timeline:
- March 2022 - Booked through ba.com on JL flights (cash)
- April 2022 - I agreed to involuntary flight changes with BA call centre (connection went below MCT due to Ukraine-related schedule change)
- I later requested a voucher online (Covid positive two days before departure)
- Shortly after, "We're replacing your booking with the voucher. Your voucher will be in your email inbox within 48 hours." text appeared in MMB along with some text that I will need to call in order to use the voucher.
Jun 29, 2022, 9:11 am
#1058
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
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Posts: 42,964
Definitely needs chasing if you requested it in May and still haven't received the FTV email.
Aug 5, 2022, 12:34 am
#1059
Join Date: Jan 2010
Location: UK
Programs: BAEC Silver
Posts: 755
Positive report, for a change.
I had an FTV issued mid 2021 from BAH in the form of an email with “reply to this email” to trigger it.
I duly replied and asked to set it against a cash flight only booking. BAH replied next day agreeing and the next day the funds are showing in my account.
Can’t fault this service!
I had an FTV issued mid 2021 from BAH in the form of an email with “reply to this email” to trigger it.
I duly replied and asked to set it against a cash flight only booking. BAH replied next day agreeing and the next day the funds are showing in my account.
Can’t fault this service!
Sep 7, 2022, 6:58 am
#1060
Join Date: May 2014
Location: Glasgow
Programs: BAEC Gold, LH, EK, QR
Posts: 355
Hi folks, I took an FTV for a cash and avios (to upgrade) booking back in July, email etc received without issue. Last week I booked an Amex 2-4-1 trip but the agent said an FTV could not be used as part payment for this. He also said it could not be used for BA holidays. The email from BA states the voucher can be used for flights or holidays, so just wondering if anybody knows the rules before I make the deposit payment on a holiday?
Also, the BA site states FTVs are being refunded and that would take 30 days, but I'm at about 50 days since I cancelled now, appreciate there will be delays but I wasn't expecting a refund anyway. I can't see anything about cut-off dates for cancellations/refunds so not sure I'm actually going to get one.
Also, the BA site states FTVs are being refunded and that would take 30 days, but I'm at about 50 days since I cancelled now, appreciate there will be delays but I wasn't expecting a refund anyway. I can't see anything about cut-off dates for cancellations/refunds so not sure I'm actually going to get one.
Sep 7, 2022, 4:40 pm
#1061
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: 63,804
Hi folks, I took an FTV for a cash and avios (to upgrade) booking back in July, email etc received without issue. Last week I booked an Amex 2-4-1 trip but the agent said an FTV could not be used as part payment for this. He also said it could not be used for BA holidays. The email from BA states the voucher can be used for flights or holidays, so just wondering if anybody knows the rules before I make the deposit payment on a holiday?
Sep 8, 2022, 3:40 am
#1062
Join Date: May 2014
Location: Glasgow
Programs: BAEC Gold, LH, EK, QR
Posts: 355
So the 2-4-1 is a redemption booking, whereas the original FTV source was a commercial booking, and so no, that can't be used as a redemption. I suspect it can be used towards part payment of a BAH sum outstanding, but the issue is the Avios in the FTV - these should be returned after BAH has removed the cash.
Sep 8, 2022, 8:33 pm
#1063
Join Date: Jun 2022
Location: London
Programs: BA Gold; LHW Sterling; SLH Inspired; Hilton & Marriott Gold; HT P9; (ex) AA survivor; Harrods Gold
Posts: 112
Hi folks, I took an FTV for a cash and avios (to upgrade) booking back in July, email etc received without issue. Last week I booked an Amex 2-4-1 trip but the agent said an FTV could not be used as part payment for this. He also said it could not be used for BA holidays. The email from BA states the voucher can be used for flights or holidays, so just wondering if anybody knows the rules before I make the deposit payment on a holiday?
Also, the BA site states FTVs are being refunded and that would take 30 days, but I'm at about 50 days since I cancelled now, appreciate there will be delays but I wasn't expecting a refund anyway. I can't see anything about cut-off dates for cancellations/refunds so not sure I'm actually going to get one.
Also, the BA site states FTVs are being refunded and that would take 30 days, but I'm at about 50 days since I cancelled now, appreciate there will be delays but I wasn't expecting a refund anyway. I can't see anything about cut-off dates for cancellations/refunds so not sure I'm actually going to get one.
With that said, I am incredibly confused now - am I or am I not eligible to receive a refund for the Avios and cash on it? Can I convert it into an eVoucher instead? If FTVs cannot be redeemed for combined cash+Avios bookings, how on earth am I even supposed to use it? What a mess!
Sep 9, 2022, 1:37 am
#1064
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: 63,804
With that said, I am incredibly confused now - am I or am I not eligible to receive a refund for the Avios and cash on it? Can I convert it into an eVoucher instead? If FTVs cannot be redeemed for combined cash+Avios bookings, how on earth am I even supposed to use it? What a mess!
Sep 9, 2022, 3:37 am
#1065
Join Date: May 2014
Location: Glasgow
Programs: BAEC Gold, LH, EK, QR
Posts: 355
Hi everyone, I’m in a similar boat here. Although BA seems to have announced back in Mar’ 22 that they would be refunding FTVs, I strangely had one issued in July of 2022 (which contains a combo of Avios and cash as I booked with cash and upgraded to biz with Avios). I have tried redeeming the voucher on the site and it doesn’t work (as it’s not an eVoucher as I now understand).
With that said, I am incredibly confused now - am I or am I not eligible to receive a refund for the Avios and cash on it? Can I convert it into an eVoucher instead? If FTVs cannot be redeemed for combined cash+Avios bookings, how on earth am I even supposed to use it? What a mess!
With that said, I am incredibly confused now - am I or am I not eligible to receive a refund for the Avios and cash on it? Can I convert it into an eVoucher instead? If FTVs cannot be redeemed for combined cash+Avios bookings, how on earth am I even supposed to use it? What a mess!
Edit: BA responded to say I "Should" be able to use the voucher against a package but to call in to do this.
Last edited by GK1981; Sep 9, 2022 at 4:29 am Reason: Update