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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 May 7, 2020, 3:43 am
  #2056  
 
Join Date: Feb 2019
Posts: 43
Originally Posted by alexrm57
I have a hotel and flight booking though BA Holidays to San Francisco this summer for which I have only paid the deposit. In order to be able to get a voucher does anyone know if I need to pay the balance or whether BA will issue a voucher for just the deposit amount? Thanks
Following this as Im in the exact same scenario. Currently booked for SF in August.

I would assume they would just give a voucher for the deposit, as its likely to be cancelled before the three week final instalment date, if it was to be cancelled.
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Old May 7, 2020, 3:57 am
  #2057  
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: 63,475
Originally Posted by alexrm57
I have a hotel and flight booking though BA Holidays to San Francisco this summer for which I have only paid the deposit. In order to be able to get a voucher does anyone know if I need to pay the balance or whether BA will issue a voucher for just the deposit amount? Thanks
Originally Posted by Rachel1
Following this as I’m in the exact same scenario. Currently booked for SF in August.

I would assume they would just give a voucher for the deposit, as it’s likely to be cancelled before the three week final instalment date, if it was to be cancelled.
BA Holiday reservations are more likely to be cancelled than just flight reservations. Particularly if you are covered by insurance taken out before mid March, I would advise contacting your insurers first to find out their view, but otherwise think in terms of keeping any final settlement up to date, which is currently due 3 weeks from travel. The days leading up to that is the time that BA Holidays works out whether a holiday is viable or not. Currently it clearly isn't due to both the entry restrictions on most European residents, and also in terms of what you can do when you are in San Francisco. If you decide not to only pay the deposit, this only makes sense at the last moment since you can then make an informed decision as to whether you would rather voucher the deposit (possibly reclaimable via insurance) than actually go to California.

If you decide to cancel now you wouild still be OK for a Future Travel Voucher for the deposit amount, so if you are 101% certain not to travel and 101% certain to make another BA booking in the next 2 years and 101% unwilling to wait, you could do that now, but actually the best policy is to wait.
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corporate-wage-slave is offline  
Old May 7, 2020, 4:38 am
  #2058  
 
Join Date: Feb 2019
Posts: 43
Originally Posted by corporate-wage-slave
BA Holiday reservations are more likely to be cancelled than just flight reservations. Particularly if you are covered by insurance taken out before mid March, I would advise contacting your insurers first to find out their view, but otherwise think in terms of keeping any final settlement up to date, which is currently due 3 weeks from travel. The days leading up to that is the time that BA Holidays works out whether a holiday is viable or not. Currently it clearly isn't due to both the entry restrictions on most European residents, and also in terms of what you can do when you are in San Francisco. If you decide not to only pay the deposit, this only makes sense at the last moment since you can then make an informed decision as to whether you would rather voucher the deposit (possibly reclaimable via insurance) than actually go to California.

If you decide to cancel now you wouild still be OK for a Future Travel Voucher for the deposit amount, so if you are 101% certain not to travel and 101% certain to make another BA booking in the next 2 years and 101% unwilling to wait, you could do that now, but actually the best policy is to wait.
Thank you!
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Old May 7, 2020, 4:55 am
  #2059  
 
Join Date: Jul 2012
Posts: 137
Originally Posted by KARFA
any charges for voluntary changes are not refunded.
Originally Posted by corporate-wage-slave
Change fees are not refundable except in limited circumstances (e.g.when the fare rules allow for free changes but BA.com charged you anyway). But yes, your ticket falls into the category of "complicated", though I appreciate it wouldn't be so in almost any other consumer context. So if after a couple of weeks you have not received your refund then you should be OK to escalate via the BA Refund Helper after that point. I'm told that some refund specialists in India are now back at work, which hopefully will improve the response time.
Thanks both for your prompt response - hopefully by 21st May I see a refund but if not I will escalate to the BA refund helper who was incredibly helpful last time.
Thanks to you both as well for your help not just to me but to 100s of others in this forum.
craigc is offline  
Old May 7, 2020, 5:01 am
  #2060  
 
Join Date: May 2016
Posts: 1,166
Ah i just had my AVIOS(2-4-1) LHR-SYD return (June 1 - 28) cancelled, i attempted to use the MMB to change dates, but no dates seem to show as available in 2021.

Do i need to phone so the BA team can open up a CASH seat for my AVIOS booking to be rebooked (e.g. this cant be done online by myself)?
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Old May 7, 2020, 5:04 am
  #2061  
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: 63,475
Originally Posted by babyg_wc
Ah i just had my AVIOS(2-4-1) LHR-SYD return (June 1 - 28) cancelled, i attempted to use the MMB to change dates, but no dates seem to show as available in 2021.

Do i need to phone so the BA team can open up a CASH seat for my AVIOS booking to be rebooked (e.g. this cant be done online by myself)?
Firstly it may be best to allow BA.com a few hours, if you have just heard about this. And I doubt there is a rush on to do this either. Secondly, yes you may need to call, but bear in mind that 2021 is only open for bookings to mid April, BA has a 355 day booking window.
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corporate-wage-slave is offline  
Old May 7, 2020, 5:18 am
  #2062  
 
Join Date: May 2016
Posts: 1,166
Originally Posted by corporate-wage-slave
Firstly it may be best to allow BA.com a few hours, if you have just heard about this. And I doubt there is a rush on to do this either. Secondly, yes you may need to call, but bear in mind that 2021 is only open for bookings to mid April, BA has a 355 day booking window.
Thanks C-W-S - I redid a dummy MMB and based on your feedback I selected APRIL 7 as my return, that worked, if i select APRIL 8 or later the booking fails, could it be my 2-4-1 is only valid until April 9? How do i check that validity of my 2-4-1 myself, thanks for your help.

UPDATE my voucher is valid until September 2021 - unsure why i cant book my INBOUND past APRIL 7.

Last edited by babyg_wc; May 7, 2020 at 5:40 am
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Old May 7, 2020, 5:19 am
  #2063  
 
Join Date: Aug 2013
Posts: 13
I have a question regarding Amex 2-4-1 vouchers and rebooking which I can't see in this thread (or I've missed - it's a long thread!).

I had a Club World flight booked to Peru next week which has now been cancelled. It was booked using Amex 2-4-1 voucher. I'm reluctant to request a refund because the 2-4-1 voucher will expire before my intended re-booking dates, even with the 6-month extension, so I'm looking at the Future Travel Voucher option which will expire in April 2022.

I understand I can request a Future Travel Voucher and all the elements of the booking are retained in that (2-4-1 voucher, cash and avios). When I later come to use the voucher to book a future flight, will I be expected to pay any extra if I book a flight on the exact same route (i.e. London-Lima). Let say if BA increase the avios required for the route, or if the taxes increase, will I need to pay the difference? Conversely, if any of these elements decrease (unlikely, I know) will the difference be refunded?

Also, if I were to use the voucher to book a flight on a different route with cheaper avios and/or taxes requirements (e.g. a short-haul in Europe), what would happen to the remaining, unused, avios and cash on the voucher?

Thanks in advance!
weebit is offline  
Old May 7, 2020, 5:38 am
  #2064  
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: 63,475
Originally Posted by babyg_wc
Thanks C-W-S - I redid a dummy MMB and based on your feedback I selected APRIL 7 as my return, that worked, if i select APRIL 8 or later the booking fails, could it be my 2-4-1 is only valid until April 9? How do i check that validity of my 2-4-1 myself, thanks for your help.
If your flight is cancelled then you can rebook using the 2-4-1 within the next year and you don't need availability or an extensions to the 2-4-1. If you go for the eVoucher then the 2-4-1 is available until 2022 but you will need availability. If you go for cash as a refund then the 2-4-1 will be extended for 6 months. So a lot hinges on exactly what you want to do next as to which way to go. To find the original expiry it may be easiest to check your Amex / Chase emails / statements but depending on your next action it may not be such an issue.
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Old May 7, 2020, 5:42 am
  #2065  
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: 63,475
Originally Posted by weebit
I understand I can request a Future Travel Voucher and all the elements of the booking are retained in that (2-4-1 voucher, cash and avios). When I later come to use the voucher to book a future flight, will I be expected to pay any extra if I book a flight on the exact same route (i.e. London-Lima). Let say if BA increase the avios required for the route, or if the taxes increase, will I need to pay the difference? Conversely, if any of these elements decrease (unlikely, I know) will the difference be refunded?

Also, if I were to use the voucher to book a flight on a different route with cheaper avios and/or taxes requirements (e.g. a short-haul in Europe), what would happen to the remaining, unused, avios and cash on the voucher?
Yes, a Future Travel Voucher could lead to a fare difference increase or decrease. An increase means you have to stump up more Avios and/or cash. A decrease will be remitted back to you via a refund of Avios and / or another eVoucher. If you rebook instead of FTV for the same route then you won't get a fare difference issue. You can book to another route, the FTV is not route specific, or for BA Holidays, though for a 2-4-1 that isn't typically a good idea.
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Old May 7, 2020, 6:15 am
  #2066  
 
Join Date: Jul 2007
Programs: Marriott Titanium
Posts: 461
Hi,

My flight to Chania in 2 weeks just got cancelled, but I cant seem to rebook it online - aiming for September and getting 'there is no availability for selected date. Please change your date.'

Do I need to give the systems a little longer to catch up, or do you have to call up to get rebooked onto another flight?

James
jamesie_version1 is offline  
Old May 7, 2020, 6:20 am
  #2067  
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: 63,475
Originally Posted by jamesie_version1
My flight to Chania in 2 weeks just got cancelled, but I cant seem to rebook it online - aiming for September and getting 'there is no availability for selected date. Please change your date.'

Do I need to give the systems a little longer to catch up, or do you have to call up to get rebooked onto another flight?
Yes, I would give it a few hours or overnight, then call if you are still blocked. You can check the timetable on BA.com to see what is still down to operate:
ba.com/schedules
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Old May 7, 2020, 7:19 am
  #2068  
 
Join Date: May 2015
Posts: 578
Long time lurker, first post
Very confused and a bit upset.
Honeymoon booked June 2020 outbound to Singapore return from Hong Kong F/J. Booked last july, just when F Seats to SIN opened up (A380 flight) 2-4-1 voucher.
Obviously relieved not to be going anywhere right now


Phoned BA to try to rebook for Dec or Jan...
BUT BA have said that because my ticket was booked in July 2019, they can only rebook us on any flight up to July 2020 (which is basically useless), and from then on we are limited to Avios availability. Obviously these routes, certainly in F, require a 12 month lead time, basically they are saying we should cancel, reclaim our Avios and rebook 12 months out. So any eventual travel on that itinerary will be around 23 months from our original booking (not much of a honeymoon any more!).
Assuming global rules, vaccines etc permit travel within the next 12 months, we want to travel sooner than that.


Effectively BA seem to be saying that because there are long-lead award tickets, we don't have any rights that result from them cancelling the flights. All the public advice on here and in the british media is ‘if you can wait for airline to cancel and you will have more rights’. But this seems NOT TRUE for Avios bookings.
Is this correct? Is there anything else I should be trying before we just give up and Canx the tickets?

Furthermore, our plans were that we would make use of my Gold Status for seat booking and lounge access on these flights and down route. Travel 12 months from now (or indeed even from Autumn) will almost certainly see me bumped down to Silver (assuming status is not extended as I am less than 50% towards requalification with y/e Aug/September). Any grounds for leniency here? Part of the perks of the trip was going to be First Class lounge access at every stage.....
Anyone have any advice? This all seems rather ‘computer says no’ and not ‘we want to help our customers in difficult times’
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Old May 7, 2020, 8:04 am
  #2069  
IMH
 
Join Date: Jul 2007
Location: Berlin
Programs: BA Gold; IHG Diamond-Amb; Accor & Meli & HH & Marriott Gold
Posts: 5,434
First of all, welcome to FlyerTalk GBOAC! It's unfortunate that your first post (after five years of membership!) is a tale of some woe -- I do hope it's not too long before you manage to take the trip you've been looking forward to and am sure you'll get good advice here.

One slightly tangential thought that might be relevant down the line is that old assumptions about award availability will not necessarily be valid going forward.
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Old May 7, 2020, 8:51 am
  #2070  
 
Join Date: Aug 2013
Posts: 13
Originally Posted by corporate-wage-slave
Yes, a Future Travel Voucher could lead to a fare difference increase or decrease. An increase means you have to stump up more Avios and/or cash. A decrease will be remitted back to you via a refund of Avios and / or another eVoucher. If you rebook instead of FTV for the same route then you won't get a fare difference issue. You can book to another route, the FTV is not route specific, or for BA Holidays, though for a 2-4-1 that isn't typically a good idea.
Thanks for your reply.

Rebooking isn't an option as I booked them on 29th May 2019, so would the only option would be change them to a flight later this month!
If I request a refund, my Amex companion voucher would expire in February 2021 and I am planning to fly to Lima in May 2021 - it would would expire before I can use it.

I think in the circumstances, I may got for a FTV as it offers a greater chance of being able to use it - even on an in-demand route such as London-Lima! Worst case, if I can't use it for our Lima trip, I can use it later in 2021 or early 2022 to another destination
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