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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 Sep 8, 2020, 8:56 am
  #3781  
 
Join Date: Apr 2020
Posts: 82
have just received this email for a voucher request from Ba holidays, forgive me if i am stupid but does these mean I have to pay in full for a new holiday then they will refund any balance sorry but confused


We have received your voucher request and have cancelled your British Airways Holidays booking accordingly.



You now have £xxx to use towards a future booking; please visit ba.com when you are ready to re-book and complete payment with a credit or debit card as usual. This email is your voucher, no attachments or codes are required.



If you pay a deposit on your new booking, we will reduce the balance due by the above amount. Alternatively, if your booking is paid in full, we will arrange a refund of the voucher value.



If there is a difference in price from the original booking, any increase is payable by you at the time of re-booking and any decrease is refundable with a further voucher.



Your voucher must be redeemed for travel up to 30 April 2022. You can find the full voucher Terms and Conditions, along with details of our Book with Confidence options here.



Please reply to this email with your new booking reference once made. Alternatively, please call our contact centre to make a booking by phone, contact details here



Prepaid seating refunds can be requested using this claims form, Please mention that your booking was cancelled due to COVID-19 when submitting your form.



Vouchers are non-refundable and non-transferable.

Last edited by Stephen Harwood; Sep 8, 2020 at 8:57 am Reason: no paragraph on paste
Stephen Harwood is offline  
Old Sep 8, 2020, 9:05 am
  #3782  
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: 65,119
Originally Posted by Stephen Harwood
have just received this email for a voucher request from Ba holidays, forgive me if i am stupid but does these mean I have to pay in full for a new holiday then they will refund any balance sorry but confused
Yes, so have an FTV. The methods they have given you are to minimise telephone contact, but as I see it your options are:
1) Pay the deposit yourself online, tell BA, BA then use the FTV to pay the rest of the balance
2) Pay the whole amount yourself and then the FTV amount will be refunded
3) Ring up and see if you can arrange the whole trip over the telephone and use the FTV in the process, and thus not need to lay out money yourself.
corporate-wage-slave is offline  
Old Sep 8, 2020, 9:46 am
  #3783  
 
Join Date: Oct 2019
Location: Dublin
Programs: BA Silver
Posts: 52
Does anyone know why BA has cancelled all the flights to and from Dublin? Back in July there were at least 2 a day and now there are none. I was due to go back to London for 2 weeks in a few days and they've just cancelled both my outbound and return. I get that there's much less demand now, but to go from 10+ flights a day to 2 airports down to 0 seems extreme.

I know I'll be fine to get rebooked on aerlingus, but I really needed my silver luggage allowance.
reddishvelvet is offline  
Old Sep 8, 2020, 9:52 am
  #3784  
 
Join Date: Apr 2020
Posts: 82
Originally Posted by corporate-wage-slave
Yes, so have an FTV. The methods they have given you are to minimise telephone contact, but as I see it your options are:
1) Pay the deposit yourself online, tell BA, BA then use the FTV to pay the rest of the balance
2) Pay the whole amount yourself and then the FTV amount will be refunded
3) Ring up and see if you can arrange the whole trip over the telephone and use the FTV in the process, and thus not need to lay out money yourself.
thanks for that
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Old Sep 8, 2020, 11:02 am
  #3785  
 
Join Date: Apr 2018
Programs: Avios, Aeroplan
Posts: 17
Originally Posted by Alan T
I know people have done this with Amex companion vouchers. In fact a BA agent suggested I do just that, using the current ‘book with confidence policy’ to extend a voucher I have expiring in Dec even with its extension.

Book something cheap with low Avios, cancel it fee free, and extend the voucher (plus cash and Avios) in a FTV until April 22.

Need to do it before the end of September currently.

Not sure what would happen if you booked the trip you want to take within the voucher validity, assuming it’s available, and then tried to change the dates using the guarantee to next year?
Thanks for the response. My plan is to use it for return YYZ/LHR/EDI in J in March. Both September and March still show reward availability.
Does the FTV keep the Avios and Cabin Class or is it just a "You've got this in fees and this in Avios"?
BTSnail is offline  
Old Sep 8, 2020, 11:04 am
  #3786  
 
Join Date: Jul 2014
Posts: 491
Originally Posted by reddishvelvet
Does anyone know why BA has cancelled all the flights to and from Dublin? Back in July there were at least 2 a day and now there are none. I was due to go back to London for 2 weeks in a few days and they've just cancelled both my outbound and return. I get that there's much less demand now, but to go from 10+ flights a day to 2 airports down to 0 seems extreme.

I know I'll be fine to get rebooked on aerlingus, but I really needed my silver luggage allowance.
Nobody is flying? BA won't cancel flights that are full. I think they're just being ruthless about the cancelations.
James91 is offline  
Old Sep 8, 2020, 11:18 am
  #3787  
 
Join Date: Jan 2007
Posts: 4,727
A few recent data points:
1) Refunded a BA OnBusiness booking due to cancelled flights, cash hit my AMEX the next day and points followed a few days later; all points expired (as I booked on 31/12, the day the expired) but were manually recredited as I've had for other bookings in a similar situation
2) Called to book using FTV, they had issues as the FTV was made up of the original booking plus POUG. Booking has finally been done now about 9 days later, eTicket is there and the balance remaining on the FTV has actually come back as an eVoucher that I can spend online any way I want. Result!
flashware is offline  
Old Sep 8, 2020, 11:19 am
  #3788  
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: 65,119
Originally Posted by BTSnail
Thanks for the response. My plan is to use it for return YYZ/LHR/EDI in J in March. Both September and March still show reward availability.
Does the FTV keep the Avios and Cabin Class or is it just a "You've got this in fees and this in Avios"?
The FTV keeps the Avios and the cash, you can use it for any new Avios booking on any route (including non BA services) in any cabin, in full or part payment. You still need availability at the stage that you elect to use the FTV.
corporate-wage-slave is offline  
Old Sep 8, 2020, 11:26 am
  #3789  
 
Join Date: Apr 2018
Programs: Avios, Aeroplan
Posts: 17
Originally Posted by corporate-wage-slave
The FTV keeps the Avios and the cash, you can use it for any new Avios booking on any route (including non BA services) in any cabin, in full or part payment. You still need availability at the stage that you elect to use the FTV.
Does that mean that I lose the expired Companion Voucher?
BTSnail is offline  
Old Sep 8, 2020, 11:30 am
  #3790  
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: 65,119
Originally Posted by BTSnail
Does that mean that I lose the expired Companion Voucher?
No, that stays alive too, until 2022.
BTSnail and Alan T like this.
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Old Sep 8, 2020, 12:19 pm
  #3791  
 
Join Date: Feb 2012
Location: London, UK
Programs: BA Executive Club Blue
Posts: 1,000
A happy resolution to an impending quarantine problem today: originally booked a BA Holiday for a week in Zante, but not keen to quarantine on return. Called up and eventually got through to a very helpful agent. Rebooked to Rhodes a few days later with the difference in price and seat booking fees refunded to a credit card, and Avios for an upgrade on the original outbound flight returned to my account. To boot, we’re now eligible for free lounge access at LHR thanks to the recent promo.
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Old Sep 8, 2020, 7:39 pm
  #3792  
 
Join Date: Dec 2010
Location: NYC
Programs: Kettle Class
Posts: 825
Update on my situation quoted below in case it helps anyone else. After pestering BA on Twitter a bit more, I was able to get assistance and get a full refund for my booking. I was also advised the phone agent I'd spoken to originally was incorrect and that because my trip featured an arrival delay of 2+ hours I was indeed eligible for a refund.

Disappointed at being misled by the phone agent, but glad BA's Twitter team made this right without too much hassle.

Originally Posted by progapanda
I've had a few schedule changes hit my BA-issued IB trip in November. I've been left with a 25 min. connection in MAD on a JFK-MAD-SVQ segment, which should be quite 'illegal'. The next MAD-SVQ connection that day that would meet MCT is 4+ hours later in the afternoon (leaving me with an unacceptably long layover). I've called BA about this and while they will put me on the later flight, they are declining a refund.

Would this not fall under BA's policy to offer refund in the event of a schedule change that leaves me arriving at my destination more than 2 hours later? I've tried to get the BA Twitter folks to help, but they seemed to have passed on my tweets.

Any advice - I'd simply like to cancel the trip at this point. Am I right to expect a refund in this situation? This is a WT+ booking on BA stock and I'm EC Bronze (not that I expect it to count for much).
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Old Sep 8, 2020, 11:56 pm
  #3793  
 
Join Date: Jan 2016
Location: LON
Programs: BAEC
Posts: 4,017
Looks like the BBC are highlighting the issues being caused by the current refund system deployed by BA.

BBC News - British Airways passengers 'stunned' over cash refunds stand-off
https://www.bbc.co.uk/news/business-54059004
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Old Sep 9, 2020, 1:18 am
  #3794  
 
Join Date: Jul 2013
Programs: BA GGL/CCR, Hilton Diamond *, IHG, Couples Romance Rewards
Posts: 2,454
Originally Posted by plunet
Looks like the BBC are highlighting the issues being caused by the current refund system deployed by BA.

BBC News - British Airways passengers 'stunned' over cash refunds stand-off
https://www.bbc.co.uk/news/business-54059004
and as we know from earlier in the thread there was a hidden refund facility accessible from the voucher page which many people here used before BA removed it completely.
firstlight is online now  
Old Sep 9, 2020, 1:29 am
  #3795  
 
Join Date: Jul 2020
Location: UK
Programs: BAEC Gold
Posts: 263
Originally Posted by Alan T

Not sure what would happen if you booked the trip you want to take within the voucher validity, assuming it’s available, and then tried to change the dates using the guarantee to next year?
Anyone know the answer to this?

My guess is they would only allow a rebooking within the validity date of the original (extended) companion voucher? Of course, you could cancel it anyway and turn it into an FTV with extension to April 2022, but then would need reward seat availability in the future.

But, I’m sure I read somewhere (here or other FF websites) that on rebooking for different dates ( not just as a result of flight cancellation as required) they were ( maybe not now?) forcing seat availability open for reward bookings, but maybe I was just dreaming?

Last edited by Alan T; Sep 9, 2020 at 1:38 am
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