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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 Jun 1, 2020, 10:29 am
  #2551  
 
Join Date: Dec 2009
Posts: 2,553
Hi everyone - looking for a bit of advice.

It seems like, from what people have been saying the last few days, that pretty much as soon as a route is pulled/zeroed out, cancellation emails go out. Is that right? that was my experience with a flight to LUX back in April.

I just had a look and tried to do a booking, and my (return) flight from Lima to LGW at the end of July has been pulled.

This is the first time I've not gotten an instant email - however, this is my (big, expensive) booking... with TravelUp.

I want to move toward getting a refund with travelup as quickly as possible, but not sure how to do it at this stage. I doubt TravelUp will send me a cancellation email anytime soon since the flight that has been cancelled is at the end of July and I am sure they won't want to let me know until far sooner to the date (outbound is the 10th, though) - but would BA send me such an email anyway (maybe it will come in a day or two)? Even though it is with TravelUp, the booking is in my BA MMB, so should I be getting an email once the flight has been officially cancelled?

Thanks!
Dan1113 is offline  
Old Jun 1, 2020, 10:49 am
  #2552  
Ambassador, British Airways; FlyerTalk Posting Legend
 
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 43,779
Originally Posted by Dan1113
Hi everyone - looking for a bit of advice.

It seems like, from what people have been saying the last few days, that pretty much as soon as a route is pulled/zeroed out, cancellation emails go out. Is that right? that was my experience with a flight to LUX back in April.

I just had a look and tried to do a booking, and my (return) flight from Lima to LGW at the end of July has been pulled.

This is the first time I've not gotten an instant email - however, this is my (big, expensive) booking... with TravelUp.

I want to move toward getting a refund with travelup as quickly as possible, but not sure how to do it at this stage. I doubt TravelUp will send me a cancellation email anytime soon since the flight that has been cancelled is at the end of July and I am sure they won't want to let me know until far sooner to the date (outbound is the 10th, though) - but would BA send me such an email anyway (maybe it will come in a day or two)? Even though it is with TravelUp, the booking is in my BA MMB, so should I be getting an email once the flight has been officially cancelled?

Thanks!
If your contact details are in the booking you should get a cancellation notification from BA and from TravelUp. Once it shows as cancelled on BA MMB it should show as the same status to the TA as well.

As this is a TA booking you do need to deal with the TA. Your options are cancel or rescedule. I wish you luck dealing with TravelUp TravelUp
KARFA is offline  
Old Jun 1, 2020, 12:56 pm
  #2553  
 
Join Date: Dec 2009
Posts: 2,553
Yes, I am (sadly) expecting that it won't be easy dealing with TravelUp, however, assuming the cancellation email comes through soon, at least there is plenty of time -- the outbound is not until the 10th of July (to GRU, which has as of yet not been cancelled). I feel reassured that I should get an email from BA about it! I am surprised it hasn't come yet since it seems so fast normally, but we shall see what the next day or two brings, I guess. I just checked MMB and it still says confirmed, but it does have all my details. When do we think the cancellation email might come through, how long has it been taking recently?
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Old Jun 1, 2020, 1:13 pm
  #2554  
 
Join Date: Sep 2012
Posts: 58
Hi all - I just had flights canceled in July. I'm US based and calling the number that other numbers seem to be redirecting to - (877)-767-7970. Just keep getting the recorded message saying that they can't take calls right now. Is there another number I should be calling?
lucelib is offline  
Old Jun 1, 2020, 1:51 pm
  #2555  
 
Join Date: Oct 2014
Posts: 237
Keep hitting redial. I got through about the 5th redial.
NoleATL is offline  
Old Jun 1, 2020, 2:56 pm
  #2556  
 
Join Date: Oct 2018
Location: London, UK
Programs: BAEC
Posts: 3,488
Hopefully someone will know the answer to this question.

If I book a flight to Milan Bergamo and the route gets cancelled, will they transfer me onto Milan Linate flights for free? Would I also be allowed a date change or would that cost extra?
BAeuro is offline  
Old Jun 1, 2020, 3:26 pm
  #2557  
 
Join Date: Jul 2008
Location: London
Programs: BA Gold, A3 *Gold
Posts: 893
My flights for early July got cancelled today, it was an Avios booking. Are there any advantages or disadvantages to taking the voucher rather than calling up for the Avios?
RobDBA is offline  
Old Jun 1, 2020, 3:28 pm
  #2558  
Ambassador, British Airways; FlyerTalk Posting Legend
 
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 43,779
Originally Posted by RobDBA
My flights for early July got cancelled today, it was an Avios booking. Are there any advantages or disadvantages to taking the voucher rather than calling up for the Avios?
no advantage that I can see taking the voucher for most people. Get a refund.

the only two benefits are if you used a 241 they will remain alive in a FTV even after the usual expiry date, and avios in an FTV won’t expire (not usually an issue for most people).
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KARFA is offline  
Old Jun 1, 2020, 4:03 pm
  #2559  
 
Join Date: Jan 2015
Programs: None
Posts: 103
Originally Posted by ISTFlyer
Yes, rebookings are limited to 355 days out.
You could wait 9 days without touching your booking and rebook when the flight is available unless your flights are confirmed and operating within the next 9 days.
Thanks for responding ISTFlyer. My flight from JTR-LHR-GLA on 15th July has now been cancelled. So I can just do nothing and on the 24th July I will be able to rebook on to a JTR-LHR-GLA flight on 14th July 2021?
bingobob777 is offline  
Old Jun 2, 2020, 1:52 am
  #2560  
 
Join Date: Oct 2017
Programs: Honors Diamond
Posts: 1,735
I have an Avios booking where the flight has been cancelled and I have opted for a refund. Has anyone had any luck getting a previously paid service fee on a flight like this refunded? I paid £35 per ticket to move for J to F after the initial booking when availability opened up.
lcylocal is offline  
Old Jun 2, 2020, 2:21 am
  #2561  
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: 65,097
Originally Posted by lcylocal
I have an Avios booking where the flight has been cancelled and I have opted for a refund. Has anyone had any luck getting a previously paid service fee on a flight like this refunded? I paid £35 per ticket to move for J to F after the initial booking when availability opened up.
That won't be refunded. It is legally open to question whether they can do this, but BA procedurally won't be giving you a refund, so if you are that keen on getting it you would need to use external processes. That said, if you wanted to rebook instead of refunding then you could have stayed in First without further charges.
lcylocal likes this.
corporate-wage-slave is online now  
Old Jun 2, 2020, 2:24 am
  #2562  
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: 65,097
Originally Posted by BAeuro
Hopefully someone will know the answer to this question.

If I book a flight to Milan Bergamo and the route gets cancelled, will they transfer me onto Milan Linate flights for free? Would I also be allowed a date change or would that cost extra?
Bergamo is part of the MIL city code so you can rebook under Coronavirus Update 4 guidelines free of charge to LIN or MXP., any date witthin a year of your original ticket issue. If you can rebook within -3 to +14 days you can also move to another city altogether within 300 miles again free of charge.
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corporate-wage-slave is online now  
Old Jun 2, 2020, 4:24 am
  #2563  
 
Join Date: Jun 2020
Posts: 3
Cancelled Avios / companion voucher flight

Hello everyone,

Had a business class flight (reward flight using a companion voucher) cancelled by BA.

Filed a claim on the website in early May - still no response. Tried calling - couldn’t get through.

What would you suggest to do? Is BA refund helper still active?

How to maximise my chances of:
- getting the cash component refunded
- getting the Avios spent refunded
- “reissuing” the companion voucher used for this flight and extending it?

Many thanks for your help
C.
Confused111 is offline  
Old Jun 2, 2020, 5:00 am
  #2564  
Ambassador, British Airways; FlyerTalk Posting Legend
 
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 43,779
Originally Posted by Confused111
Hello everyone,

Had a business class flight (reward flight using a companion voucher) cancelled by BA.

Filed a claim on the website in early May - still no response. Tried calling - couldn’t get through.

What would you suggest to do? Is BA refund helper still active?

How to maximise my chances of:
- getting the cash component refunded
- getting the Avios spent refunded
- “reissuing” the companion voucher used for this flight and extending it?

Many thanks for your help
C.
Hi and welcome to FT Confused111

Can I ask, what did you mean by filed a claim? What did you do? Did you click to cancel when you loaded the booking? And did the form that came up say "Future Travel Voucher application" at the top?

I am assuming you just cancel and get a full refund and are not interested in rescheduling to later this year.
KARFA is offline  
Old Jun 2, 2020, 5:05 am
  #2565  
 
Join Date: May 2018
Location: London
Programs: BA Gold
Posts: 325
A quick not to say, the Wiki may be out of date in the section: Lloyds Upgrade Voucher Notes.

I have had a June BA flight cancelled last week, and contacted Avios yesterday, and they tell me that they will only issue a 3 month Lloyds Upgrade Voucher now, they refused to tell me when the policy changed from 6 months to 3 months, and also say it's doesn't matter when the flight was cancelled (ie if the cancellation took place when the 6 month rule was in place), the what they offer relates to the date you contact Avios not when the flight was cancelled - which I find odd.
sb1982 is offline  

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