Mar 14, 2020, 4:58 pm
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:
Paid Seating Refund:
Bookings made using Lloyds Upgrade Voucher
You should expect to receive:
Lloyds Upgrade Voucher Notes
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.
- Online forms (Post #435 - corporate-wage-slave) - manual process which may take many weeks
Paid Seating Refund:
- https://www.britishairways.com/trave...ing_claim_form (Post #765 - travelhappypair)
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.
- Use the Qantas website and look back to your original PNR. Step by step guide in post 954
Covid-19 BA Rebooking/Cancellation/Refund HELP & ADVICE *No Speculation etc*
May 16, 2020, 1:40 am
#2251
Join Date: May 2017
Programs: avios, baec, iberia
Posts: 11
Happy with that as long as there is the option to pay the difference and we are not limited to just off peak days
Thanks!
Thanks!
May 16, 2020, 2:40 am
#2252
FlyerTalk Evangelist
Join Date: Nov 2018
Location: Istanbul, Turkey
Programs: TK Elite Plus,BAEC GGL,ITA Executive, AFKL Gold,QR Gold,HH Diamond,Bonvoy Gold,ALL Gold
Posts: 14,186
May 16, 2020, 3:58 am
#2253
Join Date: Aug 2019
Posts: 14
sorry should have said virgin but it now looks like its package holidays only as the flight only dates stop in april.
May 16, 2020, 4:10 am
#2254
Join Date: Aug 2019
Posts: 40
Not contactable
As I understand it, your actual complaint is that you applied for a FTV and now want a refund, plus you possibly feel you were misled by the process. The relevant form that you used can be seen in this post here, post number 2212 upthread, and it says very clearly "Please fill out this form to receive your voucher or contact us to discuss your refund options", with the "contact us" section containg a hyperlink giving the phone numbers for your part of the world. You should always be dealt with sympathetically, however I think the screen is fairly clear.
Last edited by NWIFlyer; May 16, 2020 at 5:13 am Reason: Remove passive-aggressive remark which is not advancing the discussion
May 16, 2020, 4:15 am
#2255
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 43,066
You miss one essential ingredient: BA were Not contactable. Thus the only available option was applying for the voucher, which I did After initially receiving no response on my request for refund. I should add that the application for voucher was made After the prescribed period and in any case was ultimately rejected. Clear to you now??
I think if you want some help then there are plenty on here who would give you some advice if you provide some details. If you just want to rant please go somewhere else.
May 16, 2020, 4:35 am
#2256
Join Date: Aug 2019
Posts: 40
Speaking to BA
There is plenty of information on ba,com and on here about your options should your flight be cancelled (refund, or reroute, or rebook) https://www.britishairways.com/en-gb...clickpage=HOME
I think if you want some help then there are plenty on here who would give you some advice if you provide some details. If you just want to rant please go somewhere else.
I think if you want some help then there are plenty on here who would give you some advice if you provide some details. If you just want to rant please go somewhere else.
Would penalties apply for rebooking.
Would there be a fare difference to pay despite the action of cancelation being from BA not me.
Was it not incumbent on BA to Ckarify the situation for me when they took peremptory action to cancel on flight?? Despite some email communications exchanged under their complaint procedure, they have skirted around this question and not addressed it at all!!
What is so mysterious regarding this question??
Also why is it so difficult or virtually impossible to speak to someone at BA bring on the numbers provided for my region??
You will Accept that ranting (as you term it) is perfectly normal and legitimate given such shoddy treatment.
May 16, 2020, 4:39 am
#2257
Join Date: Jan 2007
Posts: 4,709
I keep saying that I want Clarity. The link you provided does not clearly say what should happen if just one segment of an ovrrall booking is cancelled.
Would penalties apply for rebooking.
Would there be a fare difference to pay despite the action of cancelation being from BA not me.
Was it not incumbent on BA to Ckarify the situation for me when they took peremptory action to cancel on flight?? Despite some email communications exchanged under their complaint procedure, they have skirted around this question and not addressed it at all!!
What is so mysterious regarding this question??
Also why is it so difficult or virtually impossible to speak to someone at BA bring on the numbers provided for my region??
You will Accept that ranting (as you term it) is perfectly normal and legitimate given such shoddy treatment.
Would penalties apply for rebooking.
Would there be a fare difference to pay despite the action of cancelation being from BA not me.
Was it not incumbent on BA to Ckarify the situation for me when they took peremptory action to cancel on flight?? Despite some email communications exchanged under their complaint procedure, they have skirted around this question and not addressed it at all!!
What is so mysterious regarding this question??
Also why is it so difficult or virtually impossible to speak to someone at BA bring on the numbers provided for my region??
You will Accept that ranting (as you term it) is perfectly normal and legitimate given such shoddy treatment.
May 16, 2020, 4:43 am
#2258
Join Date: Aug 2019
Posts: 40
And as I have Repeatedly Pointed out, the refund was denied, the applic for a voucher was rejected, and BA have not been contactable to address this issue.
So what can you suggest in Support of the PASSENGER not the airline?
So what can you suggest in Support of the PASSENGER not the airline?
May 16, 2020, 4:56 am
#2259
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 43,066
Can you set out what you actually filled in on ba.com - the future travel voucher page (example shown in post 2212)? Have you had an email saying you can't have one?
Last edited by KARFA; May 16, 2020 at 5:01 am
May 16, 2020, 5:09 am
#2260
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,487
The reason why people are asking you for more details is that it would help with understanding where your refund request might have been routed to.
For those that are complex or taking longer than expected there is the option of dropping a PM to BA Refund Helper on here. Now this is a wholly independent website, BA don’t have to put any sort of representation on here, but they have done so in this case to try and support the membership. You’ll see plenty of positive reports in this thread on the help that’s been given to those who have sought it, so it may be a reasonable route forward for you.
May 16, 2020, 5:23 am
#2261
Join Date: Jan 2018
Location: London
Programs: BAEC Gold, Accor Live Limitless Gold, Hilton Honours Gold, Avis Preferred Plus
Posts: 1,807
May 16, 2020, 5:34 am
#2262
Join Date: Aug 2019
Posts: 40
This has been asked multiple times as folks want to help you, so I will try once again, can you give some details of what your booking was for, dates, and what was cancelled?
Can you set out what you actually filled in on ba.com - the future travel voucher page (example shown in post 2212)? Have you had an email saying you can't have one?
Can you set out what you actually filled in on ba.com - the future travel voucher page (example shown in post 2212)? Have you had an email saying you can't have one?
Booking was BOS-LHR-DXB 18/5/20. The LHR-DXB flight on 19/5 was cancelled. No info at all 9n the status of the prior flight nor the impact of the Angeles leg on the iverall booking!
Again, was it not Incumbent in BA to let the passenger Know the overall status of the booking given that its not possible to fly to London alone.
Yes I received an email stating that the application for the voucher is not successful because according to BA part of the ricket has been used. Which part they are referring to is not made clear; is it the outward leg DXB-BOS, or are they sayIng so under the assumption that the BOS-LHR leg will be flow (it can't given that the passenger's destination is Dubai and no layover at all in London.
You will recall that this failed applic fir the voycher was then used by a certain Amit at BA to reject my application fir a refund; which umyou will agree is highly unfair and improper.
Lastly, why is it impossible to speak to someone at BA?
May 16, 2020, 6:01 am
#2263
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: 63,985
Thank you.
Booking was BOS-LHR-DXB 18/5/20. The LHR-DXB flight on 19/5 was cancelled. No info at all 9n the status of the prior flight nor the impact of the Angeles leg on the iverall booking!
Again, was it not Incumbent in BA to let the passenger Know the overall status of the booking given that its not possible to fly to London alone.
Booking was BOS-LHR-DXB 18/5/20. The LHR-DXB flight on 19/5 was cancelled. No info at all 9n the status of the prior flight nor the impact of the Angeles leg on the iverall booking!
Again, was it not Incumbent in BA to let the passenger Know the overall status of the booking given that its not possible to fly to London alone.
- You have a ticket from BOS-LHR-DXB (that is clear)
- You appear to have flown BOS-LHR (but you haven't said so)
- Your LHR-DXB leg was cancelled (that's clear)
- At some point (unclear) you applied for a FTV
- You then asked for a refund when the LHR-DXB was cancelled (clear)
- BA have denied you the FTV (clear, and correct if you flew BOS-LHR)
- BA have also denied you the refund option (clear-ish, but potentially incorrect).
Now I'm going to make some other assumptions
- This was the return legs on a return ticket
- You therefore got to BOS and either returned as far as London or perhaps you took another route
- This is a revenue ticket bought from BA, not a travel agent, and not an Avios redemptions for example.
- There are no further sectors on this ticket (the Los Angeles reference is not clear)
- You bought the ticket in UAE..
Now what you are entitled to will depend masively on the unclear bits. But depending on what you wish to tell us, we can perhaps indicate what - if anything you are entitled to. But if my assumptions are correct you may be entitled to what is known as in Involuntary Refund on the sectors you didn't fly.
May 16, 2020, 6:21 am
#2264
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,487
As the BOS-LHR-DXB is scheduled for two days from now, my guess is that what has actually been flown is DXB-LHR-BOS. If it hasn’t then nothing has been flown and BA’s information is incorrect.
If the outbound has been completed then what’s therefore still massively unclear is why no re-routing to get back to the UAE was requested, but a voucher/refund instead.
@Safifi, did you return by another route? If so then, as has been said, you are most likely due a refund of the unused sectors. Unquestionably this will have to be calculated by the Indian team which is why it’s taking longer.
If the outbound has been completed then what’s therefore still massively unclear is why no re-routing to get back to the UAE was requested, but a voucher/refund instead.
@Safifi, did you return by another route? If so then, as has been said, you are most likely due a refund of the unused sectors. Unquestionably this will have to be calculated by the Indian team which is why it’s taking longer.
May 16, 2020, 6:44 am
#2265
Join Date: Aug 2019
Posts: 40
An
Where you absolutely have a point is that it has been recently quite difficult to get hold of BA, however after about 19:00 hrs UK time then it should be easier. Luckily you have access to this forum, and so long as you give us the details we can then advise you what your options are in advance of contacting BA so you can be better prepared. Even now you have chosen to give only a few details, which is your prerogative. From what I can now make out is that
- You have a ticket from BOS-LHR-DXB (that is clear)
- You appear to have flown BOS-LHR (but you haven't said so)
- Your LHR-DXB leg was cancelled (that's clear)
- At some point (unclear) you applied for a FTV
- You then asked for a refund when the LHR-DXB was cancelled (clear)
- BA have denied you the FTV (clear, and correct if you flew BOS-LHR)
- BA have also denied you the refund option (clear-ish, but potentially incorrect).
Now I'm going to make some other assumptions
- This was the return legs on a return ticket
- You therefore got to BOS and either returned as far as London or perhaps you took another route
- This is a revenue ticket bought from BA, not a travel agent, and not an Avios redemptions for example.
- There are no further sectors on this ticket (the Los Angeles reference is not clear)
- You bought the ticket in UAE..
Now what you are entitled to will depend masively on the unclear bits. But depending on what you wish to tell us, we can perhaps indicate what - if anything you are entitled to. But if my assumptions are correct you may be entitled to what is known as in Involuntary Refund on the sectors you didn't fly
- You have a ticket from BOS-LHR-DXB (that is clear)
- You appear to have flown BOS-LHR (but you haven't said so)
- Your LHR-DXB leg was cancelled (that's clear)
- At some point (unclear) you applied for a FTV
- You then asked for a refund when the LHR-DXB was cancelled (clear)
- BA have denied you the FTV (clear, and correct if you flew BOS-LHR)
- BA have also denied you the refund option (clear-ish, but potentially incorrect).
Now I'm going to make some other assumptions
- This was the return legs on a return ticket
- You therefore got to BOS and either returned as far as London or perhaps you took another route
- This is a revenue ticket bought from BA, not a travel agent, and not an Avios redemptions for example.
- There are no further sectors on this ticket (the Los Angeles reference is not clear)
- You bought the ticket in UAE..
Now what you are entitled to will depend masively on the unclear bits. But depending on what you wish to tell us, we can perhaps indicate what - if anything you are entitled to. But if my assumptions are correct you may be entitled to what is known as in Involuntary Refund on the sectors you didn't fly
Importantly have NOT flown the BOS-LHR leg. As I stated in the prior email this is scheduled for 18 May so not in the past. And it is Meaningless for flying without the ability to Continue on to Dubai. London is not the final destination of travel.
Yes this is the return leg.
No the application for the voucher occurred AFTER the application for refund. Seeing no response on the former and being unable to reach BA, I thought it safe to apply for the voucher Despite it being 2 days After the availability period.pi real8ze now that this was a mistake, but you will understand my acting under the confusion and (Importantly) tge Information Vacuum.
The contention that BA was legitimate in denying the voucher because a portion was flown is INCORRECT if referring to the BOS-LHR flight which is still scheduled, not taken. If it was denied on the basis of the outward leg having been flown, is this rejection correct.
Is the person who rejected my application for a refund correct in using the (rejected) voucher application as the pretext to do so? Again I reiterate that I applied for the refund First, and the voucher was rejected anyway.
Last edited by Prospero; May 16, 2020 at 7:36 am Reason: Repair quotation frame