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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 24, 2020, 5:39 am
  #1741  
 
Join Date: Jan 2018
Posts: 65
Originally Posted by BY1985
So random one here - BA have proactively contacted me through MMB to offer a travel voucher for my upcoming holiday to NYC. I'm due out on 29th June and back 6th July (the booking was made in November last year so isn't currently covered by the policy)

I'm routed NCL-LHR-JFK + 5 nights in the Hyatt. We also plumped for seat selection fee both ways (having lost my status since work forced us on to Flybe and trains).

BA have said the travel voucher will include the flights and seat selection fee but not the hotel (it's a non refundable rate) which seems a bit strange! It seems I'm best waiting until part of the trip is cancelled (I can't see domestic flights resuming) but I don't understand why BA are trying to give me a voucher now?

If I was in your shoes I would wait as there will almost certainly be a cancellation on one of your 4 flights that would then allow you to claim a full refund. Even if travel to NYC starts to return to normal by June there will almost certainly be capacity cuts and a reduced number of flights so you would be very unlucky to end up being booked on the flights still going.

I think you can guess why BA are trying to give you a voucher now? - They want you to suck up the cost of the hotel and keep the rest of your money for the flights, forcing you to travel somewhere with them in the next 12 months.
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Old Apr 24, 2020, 8:28 am
  #1742  
 
Join Date: May 2018
Posts: 424
Is it cancelled?

Can anybody tell me if BA0644 LHR to KLX on 26th June is cancelled?

It is no longer bookable but is showing fine in MMB.
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Old Apr 24, 2020, 8:33 am
  #1743  
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Originally Posted by let_BAegones_be
Can anybody tell me if BA0644 LHR to KLX on 26th June is cancelled?

It is no longer bookable but is showing fine in MMB.
If it is not showing as cancelled on MMB it isn't cancelled yet. Zeroed out availability may be a sign that it is soon to be cancelled though.
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Old Apr 24, 2020, 9:03 am
  #1744  
 
Join Date: May 2018
Posts: 424
Originally Posted by KARFA
If it is not showing as cancelled on MMB it isn't cancelled yet. Zeroed out availability may be a sign that it is soon to be cancelled though.
Thank you! I just got the email to say it is cancelled.

If I decide to request a refund (over the phone) and the companion voucher is returned to my account, will it have an extended validity date?
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Old Apr 24, 2020, 9:04 am
  #1745  
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Originally Posted by let_BAegones_be
Thank you! I just got the email to say it is cancelled.

If I decide to request a refund (over the phone) and the companion voucher is returned to my account, will it have an extended validity date?
Your companion voucher may already have been extended by 6 months. Have a look in your my evouchers area - either click on "more voucher information" under the "My eVouchers" summary on your baec homepage or go in to "manage my account" then "My eVouchers".
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Old Apr 24, 2020, 10:01 am
  #1746  
 
Join Date: May 2018
Posts: 424
What I dont get is that why I am not allowed to change online.
It only gives me the option to cancel, or otherwise I have to call them - but I am unable to join the queue.

How much more efficient this would be if people could just choose new flights online.

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Old Apr 24, 2020, 1:08 pm
  #1747  
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I called today - I had to call twice. The first was to get a refund of Avios and 120 for two CE flights from Quimper to LCY. I was put through immediately after listening to all the blah on the recorded introduction. My requests were dealt with quickly and with great personal charm. The Avios are back on my account, the money will come in due course doubtless.

I then had to call to have flights booked from VLC to LHR for the end of June as I wanted to use a voucher. We are still booked to CTA but all this could change for so many reasons - cancellations, extension of imprisonment ( ) and so forth. I had to wait about 25 minutes. I could only use the voucher for me as the cancelled flight was me travelling alone. I had to pay for Him Indoors - but that did not matter. It was all dealt with again most pleasantly and effectively. How they remain so chipper and cheerful with all that must listen to all day long, astounds me.

I will share this thought with you. It is ridiculous to issue vouchers and then not be allow customers to use them to pay for flights on line. It ties people up for things that could be done on line. If anyone knows the reason, BA's legendary incompetent and moribund IT apart, why this should be so. It wastes everybody's time and stops others with perhaps more pressing matters from getting through. I have no problem with the vouchers, but their further use is most irritating. This is why I really do not wish to book fresh flights as the managment of these being cancelled is tedious and complicated.
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Old Apr 24, 2020, 2:00 pm
  #1748  
 
Join Date: Jan 2017
Location: London
Programs: BAEC Gold
Posts: 215
I've got an ex-EU booking upcoming (EU - LHR - HND // HND - LHR - EU). The first leg to LHR is at the end of May, and the LHR-HND leg is in October. The EU-LHR flight is not currently cancelled, so under the COVID policy I can change this to later in the year if I need to. Does the current COVID policy also give me flexible to the connecting LHR-HND outbound flight in October?

Second questions is say I start this trip and make the EU - LHR flight, but then end up wanting to cancel the HND part of the booking (assume COVID policy still applies and eVoucher is still generally offered), how would the value be calculated, or given the trip would have be started would an eVoucher not be available? In which case, am I best to delay the EU-LHR leg to as late as possible to not start the trip until as late as possible?

Thanks
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Old Apr 24, 2020, 2:07 pm
  #1749  
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Originally Posted by barneyb
I've got an ex-EU booking upcoming (EU - LHR - HND // HND - LHR - EU). The first leg to LHR is at the end of May, and the LHR-HND leg is in October. The EU-LHR flight is not currently cancelled, so under the COVID policy I can change this to later in the year if I need to. Does the current COVID policy also give me flexible to the connecting LHR-HND outbound flight in October?
I don;t think you can move just the EU-LHR leg and pull it out of sequence if that's what you are thinking of. If you want to move the whole booking to later this year in October that should be possible, but you will need the same selling classes being available.

Second questions is say I start this trip and make the EU - LHR flight, but then end up wanting to cancel the HND part of the booking (assume COVID policy still applies and eVoucher is still generally offered), how would the value be calculated, or given the trip would have be started would an eVoucher not be available? In which case, am I best to delay the EU-LHR leg to as late as possible to not start the trip until as late as possible?

Thanks
An FTV isn't available for a part flown booking. Tbh I suspect based on the restrictions at the time the trip will either all be ok, or not be possible at all. Where it isn't possible for you to travel then I would just bin the whole thing and not take the first leg.

Bear in mind since you have had a flight cancelled the option you also have right now is to cancel the whole booking for a full refund. Once you agree a rebooking with BA you will lose that option so if you choose not to travel later you will only have the rebook or FTV options under book with confidence.
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Old Apr 24, 2020, 2:12 pm
  #1750  
 
Join Date: Jun 2013
Posts: 286
A friend of mine, who is a Japanese citizen but has permanent residence visa for Germany and is living in that country (properly indicated in his passport) is currently staying in Japan. He had booked a round trip TXL-TYO-TXL (via LHR) on BA. The flight to Japan was in February, and the return should have been in April, but was first postponed to May by BA in late March, and now he got a message from BA that the May flight has been cancelled (with no further rebooking indication).
What are his options for getting back to Germany?
I advised him to call BA. They seem to have a Tokyo telephone number, with limited hours of operation though.
There currently seem to be BA codeshare flights on JAL HND-LHR once a day or so, and there is equally one flight LHR-TXL per day on BA. BA should be able to rebook him one such a connection, right? Does anyone happen to know the load factor of those flights these days?
One problem is that since the flight to LHR would arrive in the evening, he would be able to take the onward connection the next day only.
Will he have to stay in transit at LHR, or will the UK let him in for the night to stay in a hotel?
When I look up TYO to TXL on BA.com, I get a connection HND-LHR-DUB-TXL, the last two flights being with EI. I doubt though that going via Ireland would be any better since that connection involves an overnight stay at Dublin (same problem as above, probably worse).
Any advise would be welcome.
Am I correct that BA is still subject to EU-261 until the end of this year (at least)?
In case BA turns out unwilling or unable to get him back could he simply buy a ticket Tokyo to Germany on LH (who seem to be still flying every other day or so) or some other airline and later charge that to BA?
Someone in another thread suggested BA might rebook on QR to either FRA or MUC (which would provide the option of domestic train connection in Germany). Any thoughts on that?
Thanks a lot.
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Old Apr 24, 2020, 2:18 pm
  #1751  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
Join Date: Feb 2010
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Posts: 64,883
Originally Posted by PUCCI GALORE
I will share this thought with you. It is ridiculous to issue vouchers and then not be allow customers to use them to pay for flights on line.
That's on the runour mill as coming along, but probably just for simple bookings, which it appears won't help many FTers. But anyone wanting to do this can do it in one telephone call, you can rebook on the same call as the cancellation, however if it is an Avios based booking the rebooking has to be handled by the Warrington or GGL teams, so you would need to select Avios in the telephone menu. Doing this saves having to manage the voucher, if the new booking is the same price as the old, or more expensive.
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Old Apr 25, 2020, 3:27 am
  #1752  
 
Join Date: Aug 2013
Posts: 3
We found out 3 days ago that our flight to Dubai on 4 May was cancelled (booked as a reward flight with Avios). I tried about 12-15 times to get through before I finally got in the queue (at around 9.45 am). Was on the phone for less than 15 minutes. I was told I would receive an email when the refund (for taxes and fees) had been processed. The Avios appeared back in the account immediately and the refund has appeared this morning, we never received an email. Pretty impressed as I expected a much longer wait.
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Old Apr 25, 2020, 4:32 am
  #1753  
 
Join Date: Feb 2005
Location: London
Programs: BA Gold
Posts: 321
Any way to get refund after vouchers have been issued?

I had 3 non refundable tickets for flights to Italy on April 2 returning April 10
I cancelled the trip around March 20 - online - and not kowing about the workaround - I thought the only option was receiving vouchers.

About a week after I did that, I received an email from BA telling me the flight was cancelled.

I received the vouchers, co incidentally, the same day as the email.

Is there any way to get a refund now?
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Old Apr 25, 2020, 4:36 am
  #1754  
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Originally Posted by mrandery
I had 3 non refundable tickets for flights to Italy on April 2 returning April 10
I cancelled the trip around March 20 - online - and not kowing about the workaround - I thought the only option was receiving vouchers.

About a week after I did that, I received an email from BA telling me the flight was cancelled.

I received the vouchers, co incidentally, the same day as the email.

Is there any way to get a refund now?
there have been a few isolated reports of people getting vouchers exchanged for refunds on Twitter. Other than that, the policy is not to swap for refunds so unfortunately I think you are stuck with them now.
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Old Apr 25, 2020, 4:48 am
  #1755  
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Originally Posted by corporate-wage-slave
That's on the runour mill as coming along, but probably just for simple bookings, which it appears won't help many FTers. But anyone wanting to do this can do it in one telephone call, you can rebook on the same call as the cancellation, however if it is an Avios based booking the rebooking has to be handled by the Warrington or GGL teams, so you would need to select Avios in the telephone menu. Doing this saves having to manage the voucher, if the new booking is the same price as the old, or more expensive.
What was even more idiotic in one sense was that to book fresh flights - I had to call back as the good folk who were helping with the cancellation could not put me through. This may be due to them working from home - but even so it is rather clunky.

I would also add that on two occasions after putting me on hold, the lady dealing with the refund and return of Avios for the cancelled flights, and the lovely man who booked the flights from Valencia (so much cheaper than Alicante) came back and could not hear me. I could hear them, but they could not hear me. Fearful that I had accidently muted the phone I found that this was not the case. In both cases they called me back at once. Once I would have ignored, but twice seemed odd.

Indeed the refund lady told me that they were very quiet yesterday morning (Friday)
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