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, 6:58 am
#2266
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: 63,821
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.
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.
ba.com/confidence.
Your six options are
1) continue to LHR, since it appears to be operating, find another airline / route and sorting yourself out rather than using BA. You will get a refund on LHR-DXB only, and depending on the ticket specifics this is typically not a lot of money given that most of the ticket has been flown, considering this a return ticket. So if we do the maths this is likely to be the least attractive option given that a single ticket from London to Dubai won't be cheap.
2) turn up at BOS, or call BA the day before travel, and see if they can reroute you via another airline.
3) ask BA to rebook you for later this year (probably the best value). Since LHR-DXB is cancelled then this rebooking from Boston to Dubai will be free of charge up to 1 year from buying the ticket originally.
4) same as point 3 but choose another location in the Middle East instead of DXB, AUH in other words.
5) apply for an involuntary refund, which should be for the entire BOS-DXB sector. In theory this is half the cost of the original return ticket from Dubai to Boston, however you can perhaps assume it will be in the 40% to 60% of what you originally spent. The exact amount depends on fare rules and it is complicated.
6) Ask BA to take you off the BOS-LHR service but say you will revert later when the situation is clearer as to refund/rebooking options.
There may be further options depending on what suits you most. However it's always good, before talking to BA to know what you want most. However: big point here, if you have now asked for a retund then that will go off to refunds and cannot be reversed. Generally BA only allow one change when things go wrong, you can't change your mind. If you did ask for a refund of the unflown routes then after 2 weeks waiting then let us know, there is an escalation route open to you.
In essence a lot depends on whether you want to fly now or later, but the FTV is what the English call a red herring - it was never a valid option for you and so it has distracted you and everyone else from a proper solution.
May 16, 2020, 7:33 am
#2267
Join Date: Aug 2019
Posts: 40
Still some assumptions are not correct
Thank you for presenting me with the 6 options. However 5he first ones will not work as the airport in Dubai is CLOSED and there are no commercial flights allowed to any airport in the country NOR yo any other part of the Middle East save Doha which is not an option because of the boycott.
My request for a refund on the unused portion of the ticket was denied using the FTV as the Excuse, despite the FTV being denied as well! Who should bear liability for this serial error and misinformation?
My request for a refund on the unused portion of the ticket was denied using the FTV as the Excuse, despite the FTV being denied as well! Who should bear liability for this serial error and misinformation?
May 16, 2020, 7:52 am
#2268
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,477
Thank you for presenting me with the 6 options. However 5he first ones will not work as the airport in Dubai is CLOSED and there are no commercial flights allowed to any airport in the country NOR yo any other part of the Middle East save Doha which is not an option because of the boycott.
My request for a refund on the unused portion of the ticket was denied using the FTV as the Excuse, despite the FTV being denied as well! Who should bear liability for this serial error and misinformation?
My request for a refund on the unused portion of the ticket was denied using the FTV as the Excuse, despite the FTV being denied as well! Who should bear liability for this serial error and misinformation?
At this stage I’d be less worried about liability and more about getting a resolution.
What seems to be key is what you want to do. Do you want to try and make your way closer to home, and sit it out in a hotel in London until there are suitable flights, or would you prefer to stay in Boston and wait?
If it’s London, in view of the potential pending quarantine you would probably be best advised to agree a flight with BA as soon as possible. Once you reach London that must make it more likely you’ll end up on either a scheduled or repatriation flight to the Middle East compared to trying to get one from the US.
May 16, 2020, 7:56 am
#2269
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: 63,821
Depending on how you left it with your previous conversation with BA, you don't want to be deemed a "no show" on BOS-LHR, so as I say a lot depends on what you want, to defer travel or to get the Involuntary Refund. If you want that refund then unless you already know the answer, you need to ensure it is for all of BOS-LHR-DXB, and not just LHR-DXB. You have until about an hour before departure of BOS-LHR to ensure you are offloaded from that service, if you are unsure of that detail. Anyway, assuming BA treat this as an Involuntary Refund it is likely to be held up for many weeks (it was a slow process even 6 months ago), so don't hesitate to revert here after about 2 weeks. You should get around half of the original ticket fare back depending on details. If you want to return to Dubai as soon as the frontiers open then instead you don't want the Involuntary Refund, you best offload yourself from BOS-LHR and say you will contact BA again when the situation is clear. You then need to keep the 125 ticket number and PNR safe so you can efficiently process this at a later date.
May 16, 2020, 8:02 am
#2270
Join Date: Aug 2019
Posts: 40
It does appear that unfortunately you have got stuck in the middle of something of an administrative nightmare with the request for voucher - which isn’t possible - now stopping other options. Quite what state your ticket is now in is anyone’s guess.
What seems to be key here is what you want to do. Do you want to try and make your way closer to home, and sit it out in a hotel in London until there are suitable flights, or would you prefer to stay in Boston and wait?
If it’s London, in view of the potential pending quarantine you would probably be best advised to agree a flight with BA as soon as possible. Once you reach London that must make it more likely you’ll end up on either a scheduled or repatriation flight compared to trying to get one from the US.
What seems to be key here is what you want to do. Do you want to try and make your way closer to home, and sit it out in a hotel in London until there are suitable flights, or would you prefer to stay in Boston and wait?
If it’s London, in view of the potential pending quarantine you would probably be best advised to agree a flight with BA as soon as possible. Once you reach London that must make it more likely you’ll end up on either a scheduled or repatriation flight compared to trying to get one from the US.
You asked about my preference. My preferred option is to get the ticket refunded, which is what I applied for but been denied. My question is did the person who handled my application for refund act correctly or incorrectly? Moving it to arbitration (as that person suggested) entails a cost on my part, which you will agree is entirely Unfair!
The second preference if all else fails is to leave the ticket for use later when things have normalized somewhat. Ots not possible to reach Dubai anyway now. The question then is how long would the ricket remain valid for and if extendable considering the cancelation and unprecedented situation prevailing today? Would there be a penalty to rebook the flight? Would there be a fare difference? If yes to the last 2, then how fair is that and should I just insist on tefund even via arbitration?
May 16, 2020, 8:08 am
#2271
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: 63,821
The second preference if all else fails is to leave the ticket for use later when things have normalized somewhat. Ots not possible to reach Dubai anyway now. The question then is how long would the ricket remain valid for and if extendable considering the cancelation and unprecedented situation prevailing today? Would there be a penalty to rebook the flight? Would there be a fare difference? If yes to the last 2, then how fair is that and should I just insist on tefund even via arbitration?
What you need to find out is what the status of the ticket is right now: has it been sent for Involuntary Refund? It sounds like it hasn't, in which case you can rebook. If you actually do want the Involuntary Refund, then just call up and ask for it to be queued for the Refund. My advice would be to know what you want, and then ask for it clearly. To answer your question, in law you can have a refund if your flight is cancelled,any flight in the remaining booking, and you may need to call again if that hasn't happened. In your case that would be BOS-LHR-DXB, about half the ticket cost.
May 16, 2020, 8:16 am
#2272
Join Date: Jan 2007
Posts: 4,709
BA's policy has changed a lot since the pandemic started, but at the moment the policy is that you can be rebooked to any future service up to 1 year after you bought the ticket. No fare difference or penalty should be levied from you. This could change again, but that is what it is now.
What you need to find out is what the status of the ticket is right now: has it been sent for Involuntary Refund? It sounds like it hasn't, in which case you can rebook. If you actually do want the Involuntary Refund, then just call up and ask for it to be queued for the Refund. My advice would be to know what you want, and then ask for it clearly. To answer your question, in law you can have a refund if your flight is cancelled,any flight in the remaining booking, and you may need to call again if that hasn't happened. In your case that would be BOS-LHR-DXB, about half the ticket cost.
What you need to find out is what the status of the ticket is right now: has it been sent for Involuntary Refund? It sounds like it hasn't, in which case you can rebook. If you actually do want the Involuntary Refund, then just call up and ask for it to be queued for the Refund. My advice would be to know what you want, and then ask for it clearly. To answer your question, in law you can have a refund if your flight is cancelled,any flight in the remaining booking, and you may need to call again if that hasn't happened. In your case that would be BOS-LHR-DXB, about half the ticket cost.
May 16, 2020, 8:17 am
#2273
Join Date: Aug 2019
Posts: 40
BA's policy has changed a lot since the pandemic started, but at the moment the policy is that you can be rebooked to any future service up to 1 year after you bought the ticket. No fare difference. This could change again, but that is what it is now.
What you need to find out is what the status of the ticket is right now: has it been sent for Involuntary Refund? It sounds like it hasn't, in which case you can rebook. If you actually do want the Involuntary Refund, then just call up and ask for it to be queued for the Refund. My advice would be to know what you want, and then ask for it clearly. To answer your question, in law you can have a refund if your flight is cancelled,any flight in the remaining booking, and you may need to call again if that hasn't happened. In your case that would be BOS-LHR-DXB, about half the ticket cost.
What you need to find out is what the status of the ticket is right now: has it been sent for Involuntary Refund? It sounds like it hasn't, in which case you can rebook. If you actually do want the Involuntary Refund, then just call up and ask for it to be queued for the Refund. My advice would be to know what you want, and then ask for it clearly. To answer your question, in law you can have a refund if your flight is cancelled,any flight in the remaining booking, and you may need to call again if that hasn't happened. In your case that would be BOS-LHR-DXB, about half the ticket cost.
Would BA automatically remove the passenger from an operating flight BOS-LHR if the obward flight is cancelled? The booking did Not allow for a stopover in London, so presumably this should flag the inability of the passenger to take the whole journey?
Yes the refund is not under process as it was STYMIED by the person who dealt with it and used erroneous info to deny my application. Do I have an option to appeal his uninformed decision or only via a cost-based Arbitration?
May 16, 2020, 8:19 am
#2274
Suspended
Join Date: Dec 2019
Posts: 629
Thanks. I intend to follow your advice. Having said that, what happens if I am UNABLE to reach a person at BA given my failed efforts to do so in the past??
Would BA automatically remove the passenger from an operating flight BOS-LHR if the obward flight is cancelled? The booking did Not allow for a stopover in London, so presumably this should flag the inability of the passenger to take the whole journey?
Yes the refund is not under process as it was STYMIED by the person who dealt with it and used erroneous info to deny my application. Do I have an option to appeal his uninformed decision or only via a cost-based Arbitration?
Would BA automatically remove the passenger from an operating flight BOS-LHR if the obward flight is cancelled? The booking did Not allow for a stopover in London, so presumably this should flag the inability of the passenger to take the whole journey?
Yes the refund is not under process as it was STYMIED by the person who dealt with it and used erroneous info to deny my application. Do I have an option to appeal his uninformed decision or only via a cost-based Arbitration?
May 16, 2020, 8:26 am
#2275
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,477
You asked about my preference. My preferred option is to get the ticket refunded, which is what I applied for but been denied. My question is did the person who handled my application for refund act correctly or incorrectly? Moving it to arbitration (as that person suggested) entails a cost on my part, which you will agree is entirely Unfair!
Arbitration is likely to be CEDR in the UK and that does not cost you anything - BA has to pay the fees unless your case is particularly vexatious. But it’s also going to take weeks, so I’m not sure it’s viable.
You can take the refund, but if you do so you should be aware that BA’s liability for anything else - onward flights, hotel accommodation, meals - will definitely stop at the point you request it because they will have discharged their responsibilities under EC261. You could end up far worse off taking that option compared to waiting for routes to re-start.
May 16, 2020, 8:30 am
#2276
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
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Posts: 63,821
Thanks. I intend to follow your advice. Having said that, what happens if I am UNABLE to reach a person at BA given my failed efforts to do so in the past??
Would BA automatically remove the passenger from an operating flight BOS-LHR if the obward flight is cancelled? The booking did Not allow for a stopover in London, so presumably this should flag the inability of the passenger to take the whole journey?
Yes the refund is not under process as it was STYMIED by the person who dealt with it and used erroneous info to deny my application. Do I have an option to appeal his uninformed decision or only via a cost-based Arbitration?
Would BA automatically remove the passenger from an operating flight BOS-LHR if the obward flight is cancelled? The booking did Not allow for a stopover in London, so presumably this should flag the inability of the passenger to take the whole journey?
Yes the refund is not under process as it was STYMIED by the person who dealt with it and used erroneous info to deny my application. Do I have an option to appeal his uninformed decision or only via a cost-based Arbitration?
ba.com/contact
If you want my honest answer to the appeal question, I have a doctorate in linguistics, I have worked in the field of linguistics for nearly 40 years, and I struggled to make sense of your earlier communications - happily we got there in the end so that's cool. But it really wouldn't surprise me if the other agent just got fed up with the phone call (bearing in mind he is real danger of losing his job) and just said "arbitration" just to get rid of you. I am not saying it's right, but that is my guess. Now BA doesn't actually do arbitration as such, there is a system known as CEDR for resolving cases that could not be solved any other way, but it takes months. It is free though, despite the CEDR website saying something else. Anyway you don't want to focus on that, it really doesn't help you, a rebooking or refund will help you. But CEDR does apply the law on cancelled flights, and cancelled flights = refund. It is that simple.
But your most important and very good question was "Would BA automatically remove the passenger from an operating flight BOS-LHR if the obward flight is cancelled?" And the big, big risk is if you are deemed to be a "no show" on BOS-LHR, so as a very minimum you want to be removed from that sector as soon as possible and definitely a few hours before departure. I would almost do that first, just to buy yourself more time to make an informed decision. So call this evening, UK time, ask to be removed from BOS-LHR due to the cancellation of LHR-DXB. Then explore the refund / rebook options.
May 16, 2020, 9:00 am
#2277
Join Date: Aug 2019
Posts: 40
If you want my honest answer to the appeal question, I have a doctorate in linguistics, I have worked in the field of linguistics for nearly 40 years, and I struggled to make sense of your earlier communications - happily we got there in the end so that's cool. But it really wouldn't surprise me if the other agent just got fed up with the phone call (bearing in mind he is real danger of losing his job) and just said "arbitration" just to get rid of you. I am not saying it's right, but that is my guess. Now BA doesn't actually do arbitration as such, there is a system known as CEDR for resolving cases that could not be solved any other way, but it takes months. It is free though, despite the CEDR website saying something else. Anyway you don't want to focus on that, it really doesn't help you, a rebooking or refund will help you. But CEDR does apply the law on cancelled flights, and cancelled flights = refund. It is that simple.
My distinct impression is that the oerson was PRIMED to move my application to rejection As Fast As he could. It took just 2 emails for him to state that he is "satisfied" that he has dealt with my case and if I don't it to move to arbitration. In the process of doing do he totally IGNORED the questions I am posing on the status if my full bo9king and ticket followinf the cancelation of kne flight. So from this fact as well as using the (rejected) application for a FTV as the excuse I gathered that he was intent kn bringing the request to a quick negative end. Am I wrong in this?
Last edited by NWIFlyer; May 16, 2020 at 9:48 am Reason: Fix quote
May 16, 2020, 9:07 am
#2278
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: 63,821
I get this is an unhappy experience, for the reasons you have made clear, but I would suggest you detach yourself from the FTV / email exchange, and focus on what you want now, focus on the future. Which is certainly to get offloaded from your booked service BOS-LHR, and then to refund/rebook. Traditionally webforms / emails are not used much in liaison with customers, the exceptions being Premier and Gold Guest List passengers, plus a bit of Twitter. Customer Relations do email customers but CR only operates after completion of travel, which has not happened yet. Whether this is right or wrong is a debate for another time, but almost all customer contact is via telephone. Consequently you best focus your energy on people who can fix problems, which will be the Contact Centre staff, on the telephone.
May 16, 2020, 9:35 am
#2279
Join Date: Feb 2000
Posts: 6,546
does it count as a true cancelled flight eligible for refund to original form of payment if BA cancels my specific LAX flight because it removes one of the three daily flights from the schedule on my day of travel and automatically rebooks me onto one of the remaining BA flights that departs about two hours earlier? one could certainly see the logic in treating this scenario as a minor schedule change rather than a true cancellation that qualifies for full refund under EU regulation.
May 16, 2020, 9:45 am
#2280
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,968
does it count as a true cancelled flight eligible for refund to original form of payment if BA cancels my specific LAX flight because it removes one of the three daily flights from the schedule on my day of travel and automatically rebooks me onto one of the remaining BA flights that departs about two hours earlier? one could certainly see the logic in treating this scenario as a minor schedule change rather than a true cancellation that qualifies for full refund under EU regulation.
in addition under the BA standard guidelines of you flight isn't cancelled, but has a time change of more than 120 minutes then you can also get a full refund - this is when the schedule change is more than 120 minutes from the original departure time or if on connecting flights 120 minutes is the schedule change from point of origin to the point of destination, including the time to transfer.