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Covid-19 BA Rebooking/Cancellation/Refund HELP & ADVICE *No Speculation etc*

Old Mar 14, 2020, 4:58 pm
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Last edit by: corporate-wage-slave
BA Covid-19 Rebooking / Cancellation / Refund Help & Advice

If your flight is cancelled by BA:
Commercial booking: Your options are: cash refund OR Future Travel Voucher (FTV) OR rebooking OR Avios credit
Redemption booking: Your options are: full refund of cash and Avios OR FTV OR rebooking.
BA Holidays booking: You should be given a refund pro-actively.

If your flight is cancelled by BA - any flight in the PNR - you can get a full refund so long as you booked directly with BA. You can only get a refund by telephoning BA. Refunds are taking between a few hours to a few weeks to be repaid, depending on the sort of booking made. If you don't wish to travel you can opt for an FTV or eVoucher valid for travel until 30 April 2022, though flights more than 355 days away are not currently bookable - flights are enabled at 355 days before departure. Vouchers such as 2-4-1 are also thereby extended. You can do this even if the flight is operating. The best advice we can give is to delay opting for an eVoucher options until the last moment, since if BA cancel your flight you have more options. BA have also adjusted the Standard Customer Guidelines so that if BA cancel the flight you can be rebooked to anytime in 12 months after you originally bought the ticket, so long as there is space in the cabin - there is no need to have a fare bucket available or Avios availability. If you choose the Avios credit you will get between 108 to 126 Avios per GBP of your fare. Note older posts in this thread may now be inaccuarate since the current policy has been amended several times.
===
If your flight is not cancelled but you don't wish to travel
Commercial booking: If you are eligible for Buy with Confidence, you can have an FTV valid until April 2022. Rebooking may lead to a fare recalculation but no change fee.
Redemption booking: Your can do the normal Avios refund, with the redeposit fee capped at GBP 35 per person. Alternatively for the same fee you can rebook to new dates subject to availability. Alternatively you can have an FTV.
BA Holidays booking: You may be get a refund proactively, otherwise you are looking at an FTV for at least the flight component of your trip, maybe for all components.

If all of the flights in your booking are still scheduled and you don't wish to travel then you best wait until a few days before departure in case there is a cancellation. As you can see above, a cancellation gives you better options. You are in scope with Buy with Confidence if you are flying between now and completing travel before 31 August 2021, also if you bought your ticket after 3 March and due to complete all flights before September 2021. The BA web page on this is:
ba.com/confidence
===
Below are some of the options / workarounds being suggested in order to obtain a refund as opposed to a Future Travel Voucher, but they probably no longer work:

Refund of Cancelled Flights:
  • Call BA (no longer a requirement to be travelling in the next 72 hours, you may need to make repeated calls to get through). Telephone numbers are in this thread, but you can also find them on BA.com at the bottom left of the website, under Help and Contacts.

Paid Seating Refund:
Bookings made using Lloyds Upgrade Voucher
You should expect to receive:
  • Full refund of Avios and money paid
  • A new voucher issued, which has validity for 6 months (from the date of issue, i.e. when you request the 'refund')

Lloyds Upgrade Voucher Notes
  • Flights can be used within 12 months, so it will be good for travel up until the end 6 months plus 12 months if you book just before the new expiry
  • It's been advised to take the voucher instead of rebooking as it gives me more flexibility.
  • The original expiry date of the voucher was irrelevant because the booking was cancelled.
  • You must book within 6 months of the voucher being issued and the ticket has 12 months validity so you can change flights after, provided the new flights are within the 12 month window.
  • You won't receive any email, only the refund and the miles.
How to find out the status of your voucher and the amount it contains Future Travel Vouchers versus eVouchers
  • See posts 3052 and 3151 to understand the difference. FTVs cannot be used online (and are not really vouchers), whereas eVouchers, issued for simple bookings, can be used online.
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Covid-19 BA Rebooking/Cancellation/Refund HELP & ADVICE *No Speculation etc*

Old Apr 23, 2020, 8:27 am
  #1726  
Suspended
 
Join Date: Dec 2019
Posts: 629
Originally Posted by drmish1
Multi-partner award ticket

Hi- I have a multi-partner award ticket booked using avios, using F with BA/Qatar/Qantas, to Auckland and back, with a few stop offs... it is not until towards the end of the summer... does anyone know how these will be treated please?

Firstly:

-if any of the routes are cancelled
-if any of the legs are changed from a service offering F/ie downgraded to J or other

Under both of these situations would I be able to effectively move the trip to a later date, so as to specifically maintain the original booked classes/flights, irrespective of any future award seat availability? [my rationale = surely the airlines have to ensure you are re-booked according to the class you booked, at a date/time that works, not leave it to the customer to search for potential future award availability which may well never appear]

and secondly, should I simply choose not to travel, as per any avios booking, am I correct that I will at any point up until T-24hours, be able to cancel for a full refund of all taxes and all avios paid? (I have zero interest in a travel voucher)

[note, the trip was booked in Dec 2019 if that adds anything]

Many thanks
You can be rebooked f9r either-3 to plus 14days of your current travel date in any fare class in the same cabin as currently in on a BA flight, if you are after moving it over 14 days from travel date should it be cancelled you have to be booked in the same fare class currently in so if it's a reward booking you would need reward space for new dates

yes if you decide not to travel you can cancel for 35 per passenger
Hawk777 is offline  
Old Apr 23, 2020, 8:28 am
  #1727  
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: 64,965
Originally Posted by drmish1
Hi- I have a multi-partner award ticket booked using avios, using F with BA/Qatar/Qantas, to Auckland and back, with a few stop offs... it is not until towards the end of the summer... does anyone know how these will be treated please?
It's quite difficult to check without the dates, but in essence if your flights are cancelled you can rebook for -3 to +14 days on BA metal, and subject to availability on other metal. Or get a refund. If they are not yet cancelled you can refund your trip minus the 35 redeposit fee. If you can find availability later in the year then that can be done for free if cancelled, for 35 if it is not called. If it is later than August you're really into crystal ball territory.
corporate-wage-slave is online now  
Old Apr 23, 2020, 8:54 am
  #1728  
 
Join Date: Oct 2018
Programs: BAEC Gold, IHG Platinum, ALL Gold, Bonvoy Gold Elite, HHonors Gold
Posts: 384
Originally Posted by corporate-wage-slave
That is going to be beyond the scope of MMB to manage that. You probably want availability in your original Selling Class in WT, then you would need to call up to see if the POUG class can be maintained. Frankly it may be easiest just to get a cash refund to maximise your flexibility, but if you can commit to dates now and you prefer to rebook then you best call up. The Contact Centres are busy but not overwhelmed at the moment.
I thought it might end up being a call. The original departure date was in the latter half of May, so I think I'll wait on the call until closer up, so I have more dates to play with for rebooking for around this time next year.

I think the primary reason for wanting to rebook is definitely to be able to retain the POUG classes and TPs, since we got some pretty good deals IMO, including the rare double POUG from WT to CW. The other benefit of course is being able to rebook to earlier in May or late April (where prices may usually be significantly higher because of the pretty flowers) with no additional payment.

What are my chances? If the classes aren't retained and/or price differences are due, then it becomes a cash refund for me.
groenroos is offline  
Old Apr 23, 2020, 10:19 am
  #1729  
 
Join Date: Nov 2017
Programs: CX DM, BA Gold
Posts: 143
Not sure it's been posted here before. Saw this a few days ago:

https://www.godsavethepoints.com/bri...ight-vouchers/

Not sure when it will be implemented.
iansh is offline  
Old Apr 23, 2020, 10:41 am
  #1730  
dnw
 
Join Date: Sep 2000
Posts: 5,402
Originally Posted by iansh
Not sure when it will be implemented.
I really find this hard to believe given what has been explained here about the "vouchers" really being bookings with a ghost flight segment held. Maybe they could do something like batch convert all of those that are simple cash bookings into proper e-vouchers and cancel the original ghost bookings but it's never going to work on anything more complex than that like avios/GUF/part payments etc.
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Old Apr 23, 2020, 10:43 am
  #1731  
 
Join Date: Apr 2020
Posts: 7
Those that got through to the call centre for a refund, did you get an email after the call confirming? I was told Id get an email then the avios / voucher back near enough right away, but have yet to receive either. Its only been 48 hours but the agent sounded like the email should have been instant?
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Old Apr 23, 2020, 10:47 am
  #1732  
 
Join Date: Dec 2013
Location: Glasgow
Programs: BAEC Silver, Sixt Platinum, HHons Diamond
Posts: 927
A small data point - I applied for a cash refund on 5 shorthaul bookings using the java workaround on the BA website once the flights were cancelled. In all cases I had an email notifying me I had applied for the refund, but I never heard anything else. Having got my Amex statement yesterday I see I was refunded in full for all flights, which was a nice result.
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Old Apr 23, 2020, 11:00 am
  #1733  
 
Join Date: Jul 2007
Location: Phoenix, Arizona
Programs: BA Silver
Posts: 94
Originally Posted by JPCU
Those that got through to the call centre for a refund, did you get an email after the call confirming? I was told Id get an email then the avios / voucher back near enough right away, but have yet to receive either. Its only been 48 hours but the agent sounded like the email should have been instant?
I received an email after my refund call in about five minutes.
Maraluvr is offline  
Old Apr 23, 2020, 11:10 am
  #1734  
 
Join Date: Jul 2007
Location: Phoenix, Arizona
Programs: BA Silver
Posts: 94
Call BA this morning 8:15am USA time for cancelled flights - call went through and waited only 30 minutes for call to be answered. Avios miles for ticket fare reduction was credited for cash with also the cash paid for ticket. Very easy process and Amy from Manchester was a delight to speak with. I'm happy that this was a very successful call. Email confirmation was sent in about five minutes. Credit back to my card should be 7-10 days.
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Old Apr 23, 2020, 11:30 am
  #1735  
 
Join Date: Jan 2014
Programs: AA Platinum, Marriott Titanium
Posts: 93
I purchased a roundtrip ticket via the Chase Ultimate Rewards portal ("Pay with Points," not Avios) with BA flight numbers, operated by American.

It looks like two of my four original segments were cancelled (one in each direction), and I was rebooked on three new flights with different flight numbers. They didn't notify me; I just saw it on the reservation. The flights are in August.

Does this make me eligible to receive a full refund (not a voucher)?

Last edited by CalAlumnus13; Apr 23, 2020 at 12:16 pm
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Old Apr 23, 2020, 11:43 am
  #1736  
 
Join Date: Feb 2010
Location: London
Programs: BA GGL (for now) and Lifetime Gold, Marriott fan thanks to Bonvoy Moments
Posts: 5,124
Called the GGL line just now on the off chance I could sort the refund for a cancelled flight next month. Including the automated message it was all done in exactly 2 minutes. I was shocked - and pleased!

(grand total of 1 and 32k Avios - a voucher for 1 that could only be used via the phone was going to be a waste)

ETA
And now June flights LCY-Split have been cancelled. Hopefully next call will be as smooth...

Last edited by lorcancoyle; Apr 23, 2020 at 12:25 pm
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Old Apr 23, 2020, 12:54 pm
  #1737  
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: 64,965
Originally Posted by groenroos
What are my chances? If the classes aren't retained and/or price differences are due, then it becomes a cash refund for me.
That's a real length of string question. Even if knew the dates you had in mind, tomorrow the buckets could easily show something else. If you have a high confidence of rebooking to a particular date then it's worth a shot. Otherwise bear in mind that you are only supposed to have one involuntary change of this sort, so cash flexibility at some point becomes more reaslistic. There's no point calling up until you are sure of new dates, or alternatively after the flight is cancelled by BA, in order to get a full refund.
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corporate-wage-slave is online now  
Old Apr 23, 2020, 1:51 pm
  #1738  
 
Join Date: Apr 2020
Posts: 7
Originally Posted by Maraluvr
I received an email after my refund call in about five minutes.
Thanks, thought that should have been the case. I'll try contacting them again
JPCU is offline  
Old Apr 23, 2020, 7:02 pm
  #1739  
 
Join Date: Sep 2012
Posts: 2,613
Originally Posted by CalAlumnus13
I purchased a roundtrip ticket via the Chase Ultimate Rewards portal ("Pay with Points," not Avios) with BA flight numbers, operated by American.

It looks like two of my four original segments were cancelled (one in each direction), and I was rebooked on three new flights with different flight numbers. They didn't notify me; I just saw it on the reservation. The flights are in August.

Does this make me eligible to receive a full refund (not a voucher)?
Yes, don't touch the booking online but speak to Chase and they can arrange the refund
sammyg901 is offline  
Old Apr 24, 2020, 5:32 am
  #1740  
 
Join Date: Jan 2018
Posts: 65
Originally Posted by JPCU
Those that got through to the call centre for a refund, did you get an email after the call confirming? I was told Id get an email then the avios / voucher back near enough right away, but have yet to receive either. Its only been 48 hours but the agent sounded like the email should have been instant?
On Miles bookings I got the refunded miles right away and an email. On a cash booking (from Spain in EURO) I have had nothing but was told it would be 14 days (7 days ago),
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