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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 25, 2020, 3:09 pm
  #1771  
 
Join Date: Sep 2010
Programs: BA Gold
Posts: 255
Having some trouble with rebooking a cancelled flight, and just checking I have the rules right before I get into an argument with them on the phone.

This is an AA ticket, on a BA metal flight, so I'm aware it's AA I need to deal with but assume here is the bets place to ask as I think its EU261 related?

I'm in Florida, having flown my outbound in March. I was originally due to fly home (TPA-LGW) in April but flight was cancelled, called AA and rebooked the same flight for May 2nd with no trouble. The May 2nd flight has of course now been cancelled so I contacted their twitter team to get rebooked on the June 2nd flight (as that route is currently due to restart June 1st). Am I correct in believing that as they have cancelled the flight, they must rebook me free of charge again? The first reply stated they had added the new fight to my booking but I needed to call and pay the $670 fare difference to confirm the ticket. I replied saying it was EU law they must rebook me free of charge for the cancelled flight, they then replied saying no, "a refund would apply for the original flight due to travel May 2nd. We can cancel the June 2nd flight if you dont want to travel and issue a refund."

Just want to make sure my understanding is correct before I speak to them again, and tell them they're wrong. Any advice?
RedDevil83 is offline  
Old Apr 25, 2020, 3:21 pm
  #1772  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
Join Date: Feb 2010
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Posts: 64,966
Originally Posted by RedDevil83
I'm in Florida, having flown my outbound in March. I was originally due to fly home (TPA-LGW) in April but flight was cancelled, called AA and rebooked the same flight for May 2nd with no trouble. The May 2nd flight has of course now been cancelled so I contacted their twitter team to get rebooked on the June 2nd flight (as that route is currently due to restart June 1st). Am I correct in believing that as they have cancelled the flight, they must rebook me free of charge again? The first reply stated they had added the new fight to my booking but I needed to call and pay the $670 fare difference to confirm the ticket. I replied saying it was EU law they must rebook me free of charge for the cancelled flight, they then replied saying no, "a refund would apply for the original flight due to travel May 2nd. We can cancel the June 2nd flight if you dont want to travel and issue a refund."
Indeed EC261 applies because BA is the operating airline, and that gives you the ability to rebook without charge, but only at the earliest opportunity. Thereafter it is "subject to the availability of seats". The way BA's own policy works in this space is that BA interprets -3 days to +14 days as the earliest opportunity (or the next flight thereafter if there isn't a daily service) when you get a free rebook if there is space in the cabin; then from 14 days you need to be rebooked in the same fare bucket (selling class). Now that's not in the Regulation as worded but it is a fairly generous policy on the whole. I don't know what AA's policy is, they may not actually have one! So your job will be to persuade AA to offer something similar to BA, and that will be easiest if you find a date with the same Selling Class as your original fare.
corporate-wage-slave is online now  
Old Apr 26, 2020, 12:13 am
  #1773  
 
Join Date: Jun 2017
Location: Tokyo, Japan
Programs: ANA SFC (*G)
Posts: 540
Hi.

I was supposed to fly with my wife HND - LHR - VLC today. (I have Spanish passport, wife is Japanese but is registered as resident in Spain). This is the return leg btw.

Obviously this was canceled. I rebooked to a May 10th flight but was also canceled. All LHR - VLC flights have now been canceled until May 22nd (and I thin this will get pushed again until at least June).

In terms of possibilities there is a JAL flight to LHR and then there is a IB flight to MAD that could take me to Spain. My question is (I donít really want to call BA yet) is there a possibility that BA would reroute me to MAD instead of VLC so I can go back home soon?

Anyone had this before?
sodaisei is offline  
Old Apr 26, 2020, 1:15 am
  #1774  
 
Join Date: Feb 2018
Programs: Mucci, BAEC Silver, IHG Platinum Elite
Posts: 1,057
Sorry if this has been asked before, but I can't find the answer. If I take a voucher for a booking I have made and paid for, but for another passage, (I.E. I am not travelling) Who gets the voucher? Would I be able to use the voucher? Can this then be spent with another voucher I have already?
Akoz is offline  
Old Apr 26, 2020, 2:32 am
  #1775  
 
Join Date: Nov 2018
Location: BER
Programs: BA GGL, Hilton Diamond
Posts: 1,862
hi, im new to Expertflyer and on the 5 day trial... can anyone confirm that BA203 (LHr-Bos @5:10 pm) on the 8th of July has been "zeroed out" and therefore a cancellation will be likely?
BA 2030LHR
07/08/20 17:10
BOS
07/08/20 19:45
777
Daily
69% / 37m
F0 A0 J0 C0 D0 R0 I0 W0 E0 T0 Y0 B0 H0 K0 M0 L0 V0 S0 N0 Q0 O0 G0


but on the other hand its still bookable on ba.com
Nephoi is offline  
Old Apr 26, 2020, 3:34 am
  #1776  
 
Join Date: Sep 2016
Location: BHX
Programs: BA Gold, Hilton Diamond, IHG Diamond
Posts: 202
Originally Posted by Nephoi
hi, im new to Expertflyer and on the 5 day trial... can anyone confirm that BA203 (LHr-Bos @5:10 pm) on the 8th of July has been "zeroed out" and therefore a cancellation will be likely?
BA 2030LHR
07/08/20 17:10
BOS
07/08/20 19:45
777
Daily
69% / 37m
F0 A0 J0 C0 D0 R0 I0 W0 E0 T0 Y0 B0 H0 K0 M0 L0 V0 S0 N0 Q0 O0 G0


but on the other hand its still bookable on ba.com
It's not zeroed out and shows as:


ExpertFlyer is having problems at the moment. See this thread on workarounds.
Nephoi likes this.
Traveller 935 is offline  
Old Apr 26, 2020, 5:07 am
  #1777  
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: 64,966
Originally Posted by sodaisei
In terms of possibilities there is a JAL flight to LHR and then there is a IB flight to MAD that could take me to Spain. My question is (I donít really want to call BA yet) is there a possibility that BA would reroute me to MAD instead of VLC so I can go back home soon?
BA are still flying between HND-LHR and LHR-MAD, Iberia from there to VLC if the service has resumed by then, or train from MAD or BCN if it has not. ALC is still open. Depending on your ticket, BA would normally presume you would take their service, since I suspect that isn't a Joint Business route, but there are circumstances where they may rebook you on to JAL. If June is now your earliest travel time (bearing in mind that MAD and BCN are available now for essential travel, and the Spanish government has indicated some travel restrictions will be reviewed by 10 May) then you best have another look at this after 10 May.
corporate-wage-slave is online now  
Old Apr 26, 2020, 5:09 am
  #1778  
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: 64,966
Originally Posted by Akoz
Sorry if this has been asked before, but I can't find the answer. If I take a voucher for a booking I have made and paid for, but for another passage, (I.E. I am not travelling) Who gets the voucher? Would I be able to use the voucher? Can this then be spent with another voucher I have already?
The eVoucher is in the name of the original traveller, not the person who bought the ticket. It can be combined with other vouchers at least in theory, but there may be specific reasons why they wouldn't (e.g. flights to Kenya).
corporate-wage-slave is online now  
Old Apr 26, 2020, 7:26 am
  #1779  
 
Join Date: Feb 2018
Programs: Mucci, BAEC Silver, IHG Platinum Elite
Posts: 1,057
Originally Posted by corporate-wage-slave
The eVoucher is in the name of the original traveller, not the person who bought the ticket. It can be combined with other vouchers at least in theory, but there may be specific reasons why they wouldn't (e.g. flights to Kenya).
Many thanks. They are both from EU bookings.
Lastly then if I have a voucher in my name and one in my wife's name do you know if I can then use them on one booking where we are travelling together within the EU?
Akoz is offline  
Old Apr 26, 2020, 7:37 am
  #1780  
 
Join Date: Jun 2017
Location: Tokyo, Japan
Programs: ANA SFC (*G)
Posts: 540
Originally Posted by corporate-wage-slave
BA are still flying between HND-LHR and LHR-MAD, Iberia from there to VLC if the service has resumed by then, or train from MAD or BCN if it has not. ALC is still open. Depending on your ticket, BA would normally presume you would take their service, since I suspect that isn't a Joint Business route, but there are circumstances where they may rebook you on to JAL. If June is now your earliest travel time (bearing in mind that MAD and BCN are available now for essential travel, and the Spanish government has indicated some travel restrictions will be reviewed by 10 May) then you best have another look at this after 10 May.
OK Iím now confused. I thought the BA route to London from Tokyo was canceled until late May. Iíll check again.

actually flying to ALC would be even better for me but that would mean moving from LHR to Gatwick (?)

My ideal would be to fly early May so I guess Iíll call BA on the Japanese line assuming it is less congested and Iíll try that.

thank you
sodaisei is offline  
Old Apr 26, 2020, 8:40 am
  #1781  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
Join Date: Feb 2010
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Posts: 64,966
Originally Posted by sodaisei
OK I’m now confused. I thought the BA route to London from Tokyo was canceled until late May. I’ll check again.

actually flying to ALC would be even better for me but that would mean moving from LHR to Gatwick (?)

My ideal would be to fly early May so I guess I’ll call BA on the Japanese line assuming it is less congested and I’ll try that.
Yes, I've dug a bit more. There was a HND showing on the T5 departure screens but I suspect it is freight only. BA4609 is a codeshare operated by JAL, and that's runs about 5 days a week until the end of May. BA resume 1 June (or rather 2 June from TOK).

However if you are OK to go to BCN or MAD, then I think BA can rebook that for you now, the complication being that I don't think a ticket to Spain would be under the joint business arrangement, but they should get you to London at least. Vueling are still operating BCN-ALC. BA don't have a codeshare on that, so you may have to pay that and reclaim aftewards. LGW is blocked to end of May realistically.
corporate-wage-slave is online now  
Old Apr 26, 2020, 8:43 am
  #1782  
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: 64,966
Originally Posted by Akoz
Many thanks. They are both from EU bookings.
Lastly then if I have a voucher in my name and one in my wife's name do you know if I can then use them on one booking where we are travelling together within the EU?
That should be OK, You should be offered a voucher each and both can be deployed in a new booking with both of your names on it.
Akoz likes this.
corporate-wage-slave is online now  
Old Apr 26, 2020, 2:48 pm
  #1783  
 
Join Date: Mar 2020
Programs: Avios, Miles & More
Posts: 14
I am due to fly to Bermuda on the 13th June coming back on the 20th. My booking is a reward flight with an Amex 2-4-1 voucher.

Anyway I looked at the schedule and it seems those dates are zeroed out but a BA rep on twitter told me they are flying on those dates.

​​​​​Can anyone check a backend client and see?

I have to cancel my accommodation by the 30th April to get a full refund. I guess they want to keep me waiting eitherway. If I cancel now do I just forfeit the £35 per person?

Thanks
Starcloud is offline  
Old Apr 26, 2020, 3:20 pm
  #1784  
 
Join Date: Jan 2007
Location: living near Malaga
Programs: BA Silver , Mucci recipient. Coffee Drinker, Blue Sky Thinker
Posts: 2,186
Originally Posted by Starcloud
I am due to fly to Bermuda on the 13th June coming back on the 20th. My booking is a reward flight with an Amex 2-4-1 voucher.

Anyway I looked at the schedule and it seems those dates are zeroed out but a BA rep on twitter told me they are flying on those dates.

​​​​​Can anyone check a backend client and see?

I have to cancel my accommodation by the 30th April to get a full refund. I guess they want to keep me waiting eitherway. If I cancel now do I just forfeit the £35 per person?

Thanks
Ba could offer you a routing via JFK of course. There is availability both ways indirectly currently however heaven knows what the situation will be nearer the time.

I would speak to the hotel and ask for an extension on the refund option. They have little to lose and I guess will be happy to kick that can down the road.

And yes , if you cancel your 241 you lose £35 per ticket.
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Old Apr 26, 2020, 5:05 pm
  #1785  
 
Join Date: Apr 2020
Programs: Exec Club
Posts: 20
Originally Posted by travellingowl
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.
Wise words. It looks like Newcastle to LHR is off until July 1st so I should probably end up with a refund.

i may call them later today.
BY1985 is offline  

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