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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 Mar 23, 2020, 8:04 am
  #856  
gms
 
Join Date: Oct 2005
Location: South East, UK
Programs: BA Gold / GfL, Hilton Diamond
Posts: 2,433
Originally Posted by Hawk777
is it defo booked in U class or did you use the I class guft availability when booking over the phone? If so then you will have to call for manual cancellation if it was just a standard guft in Avios class anyway should be just 35 and seems to be an error so again call unfortunately
I can't recall whether it was booked under I class availability or reward availability. The flights in MMB are shown as U class. However, MMB also shows these as TP earning (which of course they should not be, but that's probably another BA IT glitch).
gms is offline  
Old Mar 23, 2020, 8:11 am
  #857  
 
Join Date: Oct 2017
Location: London
Programs: BA Gold / OW Emerald
Posts: 753
I don't know if it's been said before but with more cancellations coming in today (for Switzerland in my case) the button in MMB to cancel and get a refund will redirect you to a page to get you a voucher. I went through the form and the confirmation message seemed odd - they mention a voucher instead of a refund. If they do give me a voucher within 7 days or do not answer within 7 days I will call up and ask for a refund... oh well.
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Old Mar 23, 2020, 8:12 am
  #858  
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Join Date: Dec 2019
Posts: 629
Originally Posted by gms
I can't recall whether it was booked under I class availability or reward availability. The flights in MMB are shown as U class. However, MMB also shows these as TP earning (which of course they should not be, but that's probably another BA IT glitch).
It defo sounds like it's booked using the extra availability in I class from everythibg you habe said which we then transfer to U in back office you'll have to call to get the correct canx fee unfortunately
Hawk777 is offline  
Old Mar 23, 2020, 8:20 am
  #859  
 
Join Date: Oct 2015
Location: Vale of Glamorgan
Programs: BAEC Gold
Posts: 3,038
Originally Posted by thebigben
I don't know if it's been said before but [...] the button in MMB to cancel and get a refund will redirect you to a page to get you a voucher.
I think it might have been mentioned a couple of times.

Details of a workaround, enabling you to request a refund instead of a voucher, have also been posted several times in this and other threads. (Search for "javascript".)
willmatt and thebigben like this.
Misco60 is offline  
Old Mar 23, 2020, 8:24 am
  #860  
gms
 
Join Date: Oct 2005
Location: South East, UK
Programs: BA Gold / GfL, Hilton Diamond
Posts: 2,433
Originally Posted by Hawk777
It defo sounds like it's booked using the extra availability in I class from everythibg you habe said which we then transfer to U in back office you'll have to call to get the correct canx fee unfortunately
Thanks for the input. Do you think I should wait until 72 hours before departure as advised? Or will the added complications mean I should try to call sooner?
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Old Mar 23, 2020, 8:34 am
  #861  
 
Join Date: Mar 2010
Posts: 143
Hi,

A few questions for you guys please.

So, my flight (which was booked with Avios, a Reward flight, part Avios and "cash" to cover taxes etc.) was booked a couple of months ago and was a "return journey" (LHR to Bucharest).
After I arrived in Bucharest, BA cancelled my return flight and initially rebooked me on a flight on the same day (but departing six hours earlier). Eventually, I did manage to contact their helpline - and asked for the reason for cancellation - and was told operational reasons and then told that they were looking to reduce their flight schedule on this route from two flights to one.

Obviously all of this was as a result of what is happening. However, at the time there was no FCO advice against travel to Romania from UK.

On the phone call, I managed to rebook onto the same time flight but on the following day - and it did fly me back. This necessitated an extra night hotel stay - and on the phone call I was assured I could reclaim these costs plus food and drink. Unfortunately, I didn't ask for this to be confirmed in the email I received confirming the changed flight.

So, the next follow on question is:

How do I find a website with the flight cancellation reason? Thought it would be easy to find but Google just brings up a load of claim companies.
Secondly, despite being rebooked and BA repaying my extra expenses, am I still entitled to the EU compensation?

Many thanks.
B
barafear799 is offline  
Old Mar 23, 2020, 8:36 am
  #862  
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Join Date: Dec 2019
Posts: 629
Originally Posted by gms
Thanks for the input. Do you think I should wait until 72 hours before departure as advised? Or will the added complications mean I should try to call sooner?
at the moment hold off unless you are after the guft back urgently to do another booking if you aren't best waiting a bit just to save yourself an hour or so listening to the lovely music
Hawk777 is offline  
Old Mar 23, 2020, 8:55 am
  #863  
 
Join Date: Sep 2015
Location: UK
Programs: Baec
Posts: 191
Can this voucher be made out to the person who paid for the flights rather than the people whose names are on the ticket?
thinkingallowed is offline  
Old Mar 23, 2020, 9:19 am
  #864  
 
Join Date: Mar 2014
Programs: BAEC Silver
Posts: 638
Originally Posted by barafear799
Hi,

A few questions for you guys please.

So, my flight (which was booked with Avios, a Reward flight, part Avios and "cash" to cover taxes etc.) was booked a couple of months ago and was a "return journey" (LHR to Bucharest).
...
How do I find a website with the flight cancellation reason? Thought it would be easy to find but Google just brings up a load of claim companies.
Secondly, despite being rebooked and BA repaying my extra expenses, am I still entitled to the EU compensation?
If you simply want reimbursement of your expenses for the extra night in Bucharest (hotel, transport to and from hotel, food) then you are covered by Duty of Care under EU261 regulations and you can simply fill out the expenses form here: https://www.britishairways.com/en-gb...s/compensation

If you want to also claim for compensation for the delay, then yes you will need to request that separately, and if the reason given was anything related to Coronavirus - even if on the phone they said something about reducing their schedule - the reasoning will come under "extraordinary circumstances" and you won't get compensation IMO. Given the rapidly changing immigration policies and desperate scrambles to repatriate, I would be grateful to be home tbh.
konagirl2 is online now  
Old Mar 23, 2020, 9:42 am
  #865  
 
Join Date: Nov 2017
Posts: 390
I just called BA to get a refund of a 2-4-1 redemption. Having dialled the usual number and pressed the necessary buttons, was on hold for all of 20 seconds. It took a minute to answer the security questions, a further minute to discuss what I wanted (points returned, refund of the tax/fees less the cancellation fees) and all was wrapped up with a further couple of minutes. And, a 6 month extension of the 2-4-1 voucher which was due to expire in October. 20 mins later the avios were credited to my account.
Top class. Well done BA.
Yeoman5 is offline  
Old Mar 23, 2020, 9:44 am
  #866  
 
Join Date: Aug 2018
Location: PDX
Programs: AS MVP Gold 100K
Posts: 2,332
I booked PDX-DFW-LHR-PSA / LHR-PDX on one reservation. BA has canceled the LHR-PSA segment. When I go to cancel, it takes me to a voucher page, even though "cancel and refund" is offered.

Will I receive a refund back to the original form of payment?
Also, I upgraded to world traveler plus on the LHR-PDX flight. Will I get this back to my credit card as well?

Thanks
RAD_PDX is offline  
Old Mar 23, 2020, 10:16 am
  #867  
 
Join Date: Jan 2018
Programs: BA Silver
Posts: 440
Bit of a weird one, have flights in April to NYC that I was rebooked on, cancelled. Went in over the weekend to see my options and was able to change for free to flights in July.

I have a firmer idea of my dates now, so I went back on and it is now displaying that I have to phone in, there's no option to rebook online anymore. Is this a known change? Weirdly in the circumstances, it actually shows only the option to get a refund, which I'm sure many would prefer, but I still intend to fly if possible and would actually prefer to keep the flights and move them to July at no charge, as it makes financial sense that time of year.

The only possible thing I can see on my booking that has changed in the meantime (not sure if I just didn't notice it last time), is that I was automatically rebooked on one of my flights, and this has been cancelled as well, so I have 3 cancelled flights showing in MMB.
Brisbane Road is offline  
Old Mar 23, 2020, 10:20 am
  #868  
 
Join Date: Nov 2011
Location: Edinburgh
Programs: BAEC
Posts: 547
I took a POUG for an upcoming flight. Will this carry over if I move flights?
​​​
u01sss3 is offline  
Old Mar 23, 2020, 10:23 am
  #869  
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Join Date: Dec 2019
Posts: 629
Originally Posted by u01sss3
I took a POUG for an upcoming flight. Will this carry over if I move flights?
​​​
if you are rebooking and not taking voucher you will be rebooked in same. Cabin
Hawk777 is offline  
Old Mar 23, 2020, 10:45 am
  #870  
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: 64,545
Originally Posted by RAD_PDX
I
Will I receive a refund back to the original form of payment?
Also, I upgraded to world traveler plus on the LHR-PDX flight. Will I get this back to my credit card as well?
Have a read of the wiki, and then either use the alternatives mentioned there, or ring when you are within 3 days of the original departure. You would get the upgrade refunded too.
corporate-wage-slave is offline  

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