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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 Dec 31, 2020, 1:57 pm
  #5266  
 
Join Date: Apr 2014
Programs: BA Exec Club Gold, Hilton Diamond, IHG Platinum, Marriott Bonvoy Platinum
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Originally Posted by alex67500
Yes they have.
Thanks Alex67500

Does anyone know if BA will rebook me (Avios ticket in Club on cancelled GIG-LHR) onto the Iberia service from GIG via Madrid ?
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Old Dec 31, 2020, 4:01 pm
  #5267  
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Originally Posted by WeLoveSpace
Thanks Alex67500

Does anyone know if BA will rebook me (Avios ticket in Club on cancelled GIG-LHR) onto the Iberia service from GIG via Madrid ?
Normally Iberia is a bit like QR, in that you would need redemption space on IB. This isn't necessarily problematic on that route. But the other option is that if BA operated a codeshare on that IB flight then they could use that instead and that wouldn't need redemption space, provided the travel dates were about the same.
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Old Dec 31, 2020, 4:03 pm
  #5268  
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Originally Posted by WeLoveSpace
Thanks Alex67500

Does anyone know if BA will rebook me (Avios ticket in Club on cancelled GIG-LHR) onto the Iberia service from GIG via Madrid ?
c-w-s:
Under the customer guidelines(Option 1) shouldn't WeLoveSpace be able to be rebooked into the same class as original (or if not available, the lowest class available in the same cabin) on IB within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)?
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Old Dec 31, 2020, 4:09 pm
  #5269  
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Originally Posted by jerry a. laska
c-w-s:
Under the customer guidelines(Option 1) shouldn't WeLoveSpace be able to be rebooked into the same class as original (or if not available, the lowest class available in the same cabin) on IB within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)?
The guidance says "IB flights - only use U, P, G or X class if booked originally in these classes", which I interpret as meaning you would need redemption space, in this case U. But codeshares would get around this.
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Old Dec 31, 2020, 4:20 pm
  #5270  
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Originally Posted by corporate-wage-slave
The guidance says "IB flights - only use U, P, G or X class if booked originally in these classes", which I interpret as meaning you would need redemption space, in this case U. But codeshares would get around this.
I guess I understand that to mean that one is to only rebook into U, P, G or X class if booked originally in these classes -- that a revenue fare class shouldn't be rebooked into an avios reward fare class under the allowance clause "Rebook into the same class as original or if not available, the lowest class available in the same cabin" -- [edited to add]that is, if, when rebooking, the lowest class available in the same cabin is a reward class you should not use this unless the original booking was an award.

I guess I don't read that as limiting the availability of rebooking an award booking into the lowest class available in the same cabin under this option and I thought that a few people have availed themselves of this previously. My memory could be
faulty though (just returned from a long run - oxygen deprivation) or maybe redemption space was available upon rebooking but not explicitly discussed in those other rebookings.

Last edited by jerry a. laska; Dec 31, 2020 at 5:40 pm Reason: add parts in italics
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Old Dec 31, 2020, 7:07 pm
  #5271  
 
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Originally Posted by jerry a. laska
I guess I understand that to mean that one is to only rebook into U, P, G or X class if booked originally in these classes -- that a revenue fare class shouldn't be rebooked into an avios reward fare class under the allowance clause "Rebook into the same class as original or if not available, the lowest class available in the same cabin" -- [edited to add]that is, if, when rebooking, the lowest class available in the same cabin is a reward class you should not use this unless the original booking was an award.

I guess I don't read that as limiting the availability of rebooking an award booking into the lowest class available in the same cabin under this option and I thought that a few people have availed themselves of this previously. My memory could be
faulty though (just returned from a long run - oxygen deprivation) or maybe redemption space was available upon rebooking but not explicitly discussed in those other rebookings.
thanks - much appreciated !
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Old Jan 1, 2021, 1:45 am
  #5272  
 
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We were originally due to fly BUD-LHR on 04 Jan on BA869, but it was cancelled on the 23rd December after Hungary banned flights originating from the UK starting from midnight on the 22nd.
I called and we were rebooked onto LH through FRA for the same day (LH1339 and LH0922), but now LH has cancelled the second leg of this.

My first question would be about who is responsible for duty of care/rebooking in this case? If I understand correctly, we're still on a BA PNR, but the flights were cancelled by LH. Do I need to call LH or BA in this case? Who is responsible for covering accommodation/food if we're forced to fly later?

I am also wondering about the rebooking options which aren't looking great. FR is still selling tickets, but all their recent flights have been cancelled, so I don't believe that these flights will actually take place (or if BA can/will even rebook us there).
There are flights through AMS, but we need a PCR test to board any plane to the Netherlands, I assume they won't be willing to cover that? There seems to be another option on LH, but it requires 2 changes.

Any suggestions as to what the best course of action would be? We can stay here for a few extra days (maybe 4-5), but we need to be back in the UK relatively soon.
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Old Jan 1, 2021, 1:55 am
  #5273  
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Originally Posted by blueparazol
We were originally due to fly BUD-LHR on 04 Jan on BA869, but it was cancelled on the 23rd December after Hungary banned flights originating from the UK starting from midnight on the 22nd.
I called and we were rebooked onto LH through FRA for the same day (LH1339 and LH0922), but now LH has cancelled the second leg of this.

My first question would be about who is responsible for duty of care/rebooking in this case? If I understand correctly, we're still on a BA PNR, but the flights were cancelled by LH. Do I need to call LH or BA in this case? Who is responsible for covering accommodation/food if we're forced to fly later?

I am also wondering about the rebooking options which aren't looking great. FR is still selling tickets, but all their recent flights have been cancelled, so I don't believe that these flights will actually take place (or if BA can/will even rebook us there).
There are flights through AMS, but we need a PCR test to board any plane to the Netherlands, I assume they won't be willing to cover that? There seems to be another option on LH, but it requires 2 changes.

Any suggestions as to what the best course of action would be? We can stay here for a few extra days (maybe 4-5), but we need to be back in the UK relatively soon.
Are you sure LH 922 on 4 Jan is cancelled? I could book tickets for that specific flight on LH.com
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Old Jan 1, 2021, 1:58 am
  #5274  
 
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Originally Posted by ISTFlyer
Are you sure LH 922 on 4 Jan is cancelled? I could book tickets for that specific flight on LH.com
I just got an email and when I checked the status this morning it showed as cancelled, so I assume so. Maybe bookings still need to catch up.

Itís also odd that they cancelled it so close to the departure, even though the rules didnít change in Germany as far as I am aware.
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Old Jan 1, 2021, 2:07 am
  #5275  
 
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Originally Posted by blueparazol
We were originally due to fly BUD-LHR on 04 Jan on BA869, but it was cancelled on the 23rd December after Hungary banned flights originating from the UK starting from midnight on the 22nd.
I called and we were rebooked onto LH through FRA for the same day (LH1339 and LH0922), but now LH has cancelled the second leg of this.

My first question would be about who is responsible for duty of care/rebooking in this case? If I understand correctly, we're still on a BA PNR, but the flights were cancelled by LH. Do I need to call LH or BA in this case? Who is responsible for covering accommodation/food if we're forced to fly later?

I am also wondering about the rebooking options which aren't looking great. FR is still selling tickets, but all their recent flights have been cancelled, so I don't believe that these flights will actually take place (or if BA can/will even rebook us there).
There are flights through AMS, but we need a PCR test to board any plane to the Netherlands, I assume they won't be willing to cover that? There seems to be another option on LH, but it requires 2 changes.

Any suggestions as to what the best course of action would be? We can stay here for a few extra days (maybe 4-5), but we need to be back in the UK relatively soon.
you have to deal with BA. You will only get reaccommodated on OneWorld and LH/LX/OS services. Iíve been through that recently, ended up moving my LH flights by a day.
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Old Jan 1, 2021, 2:07 am
  #5276  
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Originally Posted by blueparazol
I just got an email and when I checked the status this morning it showed as cancelled, so I assume so. Maybe bookings still need to catch up.

Itís also odd that they cancelled it so close to the departure, even though the rules didnít change in Germany as far as I am aware.
Interestingly, the flight status section on LH.com also shows the flight as cancelled, however, there is a gate number assigned for the flight.

My advice to you would be to call BA ( as your ticket is 125- stock ) and ask to be rebooked on the earlier BUD-FRA service at 06:40 ( LH 1343 ) which would connect at BA 8731 to London City at 10:15. I am aware that the departure time from BUD is too early but that is the only option for the same day which is possible according to the BA rebooking rules without a long daytime layover or an overnight in a connecting city.

Also, if you decide to rebook through AMS with a double-connection, nor BA nor LH would cover your PCR test expenses.
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Old Jan 1, 2021, 2:31 am
  #5277  
 
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I’ve got a BA holiday booked for mid February GLA - CPT return. The original GLA - LHR flight was cancelled so I rebooked onto an earlier flight. I’m assuming that as I’ve already chosen to take the earlier flight I can’t change the dates to later in the year without paying the increased cost (flight was £979 in business) ?
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Old Jan 1, 2021, 2:36 am
  #5278  
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Originally Posted by MsCapricorn
Iíve got a BA holiday booked for mid February GLA - CPT return. The original GLA - LHR flight was cancelled so I rebooked onto an earlier flight. Iím assuming that as Iíve already chosen to take the earlier flight I canít change the dates to later in the year without paying the increased cost (flight was £979 in business) ?
Unfortunately, you wouldn't be able to change the dates anymore without paying the fare difference unless there is another IRROPS situation going on.
All changes after the first one after IRROPS are considered as voluntary changes. In this case, you already rebooked yourself to the earlier flight so that was your involuntary change.
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Old Jan 1, 2021, 2:37 am
  #5279  
 
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Originally Posted by alex67500
I think this is, as KARFA mentioned, to comply with the packaged holiday law. I'm not 100% sure, but if you replied with the alternative and let them know that you're happy to wait until there's a bit more clarity, they might allow you to keep it in limbo until the ticket expires -- if anything, it buys you a little time.
Thanks Karfa and Alex67500 for the replies. I do now recall OrbitMC's original post. At least I've added the text of the email from BAH as a data point. It was a hopeful booking a few months ago on the back of a very good price for WTP and UUA into CW but I think my hope that Japan will be open for visitors in June is fast diminishing so I'll probably cancel.
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Old Jan 1, 2021, 2:37 am
  #5280  
 
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Originally Posted by ISTFlyer
Interestingly, the flight status section on LH.com also shows the flight as cancelled, however, there is a gate number assigned for the flight.

My advice to you would be to call BA ( as your ticket is 125- stock ) and ask to be rebooked on the earlier BUD-FRA service at 06:40 ( LH 1343 ) which would connect at BA 8731 to London City at 10:15. I am aware that the departure time from BUD is too early but that is the only option for the same day which is possible according to the BA rebooking rules without a long daytime layover or an overnight in a connecting city.

Also, if you decide to rebook through AMS with a double-connection, nor BA nor LH would cover your PCR test expenses.
Thanks for the suggestion, I missed that BA flight to LCY somehow! I just called and the agent said that he is not able to rebook me onto a flight that is an LH/BA mix because my existing flights are on LH and he needs to follow some rules related to that. Is this true, or should I try again? I was trying to read the guidance for rebooking onto LH (https://www.britishairways.com/en-gb...kba?faqid=8075), but it doesn't seem to mention anything like this.
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