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Covid-19 BA Rebooking/Cancellation/Refund HELP & ADVICE *No Speculation etc*

Old Mar 14, 20, 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 24, 20, 11:48 am
  #931  
 
Join Date: Jan 2007
Posts: 4,450
Originally Posted by Ak1234 View Post
Hi all!
Move booked though an agent and BA are telling me to get the voucher from the agent and the agent are telling me to go to BA!
Anyone know who keeps the voucher and whom I can redeem it with?

should I get a voucher code?

do I have to use the voucher for the same class seat? (I booked premium economy, can I downgrade to economy when using my voucher?)

thanks all!!!
Not sure on the voucher via TA question.

But once issued, it can be used on any cash fare - so doesn't need to be used to book the same itinerary/cabin etc.
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Old Mar 24, 20, 12:11 pm
  #932  
formerly fdemoulin
 
Join Date: Jun 2010
Location: UK
Programs: SPG Lifetime Platinum, BA Silver, Virgin Flying Club Red
Posts: 832
Just had my CE LGW FARO flight cancelled for April offered to either rebook or refund, wanted a refund as all my other eu flights are booked for this year but when I clicked the refund option only got message a voucher is on its way, really wanted cash refund to my card as donít know when I will need to book another flight. Have seen others on this forum say the same but got a proper refund so am hoping this is a glitch and I will get a refund. Not going to try call BA as they overwhelmed right now.
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Old Mar 24, 20, 12:21 pm
  #933  
 
Join Date: Mar 2010
Posts: 1,293
I've asked a more definitive q in the AA forum, but can I see if anyone can advise: AA flight (LHR-EWR) booked onto BA metal. BA flight is cancelled. Is there any UK requirement for a full refund of AA fare given it is a UK/EU carrier in the UK that cancelled the flight?
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Old Mar 24, 20, 12:25 pm
  #934  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
Join Date: Feb 2010
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Originally Posted by PAL62V View Post
I've asked a more definitive q in the AA forum, but can I see if anyone can advise: AA flight (LHR-EWR) booked onto BA metal. BA flight is cancelled. Is there any UK requirement for a full refund of AA fare given it is a UK/EU carrier in the UK that cancelled the flight?
Yes, that flight is under EC261 protection since it is the operating carrier that matters. So a refund should be possible if you call up (within 3 days of travel as things stand).
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Old Mar 24, 20, 12:28 pm
  #935  
 
Join Date: Mar 2010
Posts: 1,293
Originally Posted by corporate-wage-slave View Post
Yes, that flight is under EC261 protection since it is the operating carrier that matters. So a refund should be possible if you call up (within 3 days of travel as things stand).
Ah - my instincts were right! I should have added though that it was originally booked thru an OTA. So in your opinion, would we call up the OTA, BA or AA (in the US)?
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Old Mar 24, 20, 12:30 pm
  #936  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
Join Date: Feb 2010
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Originally Posted by PAL62V View Post
Ah - my instincts were right! I should have added though that it was originally booked thru an OTA. So in your opinion, would we call up the OTA, BA or AA (in the US)?
OTA, but you probably know what I think about OTAs.....
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Old Mar 24, 20, 12:31 pm
  #937  
 
Join Date: Mar 2010
Posts: 1,293
Originally Posted by corporate-wage-slave View Post
OTA, but you probably know what I think about OTAs.....
I do! I assume they will want some sort of canx fee. Is this legal under the EC261 or would I be able to force them to waive it?
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Old Mar 24, 20, 12:33 pm
  #938  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
Join Date: Feb 2010
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Originally Posted by PAL62V View Post
I do! I assume they will want some sort of canx fee. Is this legal under the EC261 or would I be able to force them to waive it?
Personally I think that it may be legal contracturally to charge a fee, but the operating airline is still responsible for ensuring the passenger gets a full refund under EC261. This would be one for MCOL or chargeback, I'd hesitate to suggest CEDR on this.
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Old Mar 24, 20, 12:51 pm
  #939  
 
Join Date: Nov 2007
Location: London UK
Programs: BAEC Silver, IHG Diamond Ambassador
Posts: 2,036
Originally Posted by Mikey Mike Mike View Post
Can I ask the best way to get hold of BA in the coming days for the refund of taxes on an Avios booking. We cancelled two weeks ago tomorrow, a trip from Toronto to Berlin and spoke to the usual call centre. The avois and companion voucher were refunded within minutes of finishing the call. However, two weeks on we're still waiting for the taxes to be refunded - some 2600 quids worth.
We tried to speak today and after queueing for an hour, we were put through to the exec club (which is who we called in the first place) and a message to say the number is out of use. We're anxious not to tie up a call centre person who could be helping someone to get home. However, I've read on some of forums of all monies - fares etc being refunded really quickly in days and next week.
I'm now a lowly bronze - and apparently an email is not possible. Can anyone recommend the best way to get through (without tying up a reservations person) to check on the status of the taxes refund. Many thanks in advance.
Stay safe and now wash your hands
Similar waiting time here. I cancelled by phone on 12 March (cash booking upgraded using Avios). No sign of any cash refund or Avios back in my account yet. Booking still shows as "we're currently processing a cancellation/refund for this booking".
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Old Mar 24, 20, 1:05 pm
  #940  
 
Join Date: Jan 2018
Programs: BA Silver
Posts: 427
Would appreciate some help on this one, sorry if itís already been answered, I couldnít find it on the thread.

I have an award booking with AA for a domestic NYC-Dallas in April, booked on BA.Com with Avios. I canít make this portion of the trip anymore and would like to move it, I was under the impression I could move this flight for free under the new guidelines, but BA.Com is asking for a £35 fee to move it to July.

Is this correct?
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Old Mar 24, 20, 1:29 pm
  #941  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
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Originally Posted by Brisbane Road View Post
Is this correct?
Yes-ish. Now there is a very strong chance the flight will be cancelled, I'm seeing 50% plus cancellations at the moment, so as ever, you best hang on until the last moment. You can still book the new dates now though, if you have enough Avios. But it you are ok with the eVoucher apply for that instead, that's what the Buying with Confidence policy amounts to, not a free for all on Avios bookings. If you prefer the certainty of cash then either wait for the cancellation or deal with the £35. It shouldn't be £35 though, it should be the just the taxes of $6 or so, unless you've done something unusual here.
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Old Mar 24, 20, 1:34 pm
  #942  
 
Join Date: Jul 2018
Programs: BAEC Gold, Hilton Diamond, IHG Platinum
Posts: 56
Originally Posted by britenbsas View Post
Similar waiting time here. I cancelled by phone on 12 March (cash booking upgraded using Avios). No sign of any cash refund or Avios back in my account yet. Booking still shows as "we're currently processing a cancellation/refund for this booking".
I rang today about 2 cancellations/refunds, one cash and one Gold priority reward and they had to be put through manually. I was warned that there will be a delay in crediting my card as they are handled by the team in India and they are on lockdown. Then I read on BBC news Coronavirus: India to enter 'total lockdown' after spike in cases https://www.bbc.co.uk/news/world-asia-india-52024239
So we could be waiting a while...
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Old Mar 24, 20, 2:47 pm
  #943  
 
Join Date: Jun 2005
Programs: AS MVPG
Posts: 2,181
Those who cancelled via the JavaScript trick, did you get any confirmation emails immediately after doing so? And/or one after the refund was back in your account?

Also, did the form ever show the amount of the refund? My outbound flight was cancelled, so I did the trick on that but haven't seen anything with that yet. The return (separate reservation), there was a schedule change of a bit less than 120 minutes. No way I'm taking this flight anymore, it's for next month and I have no outbound. But the JavaScript trick takes me to the form, it just doesn't mention the amount of the refund. I don't want to cancel it via that if I'm not getting a full refund. It was an Avios redemption.
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Old Mar 24, 20, 2:54 pm
  #944  
 
Join Date: May 2010
Location: London
Programs: BA Gold, AF/KL Gold, Marriott Gold
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Originally Posted by alphaeagle View Post
Those who cancelled via the JavaScript trick, did you get any confirmation emails immediately after doing so? And/or one after the refund was back in your account?

Also, did the form ever show the amount of the refund? My outbound flight was cancelled, so I did the trick on that but haven't seen anything with that yet. The return (separate reservation), there was a schedule change of a bit less than 120 minutes. No way I'm taking this flight anymore, it's for next month and I have no outbound. But the JavaScript trick takes me to the form, it just doesn't mention the amount of the refund. I don't want to cancel it via that if I'm not getting a full refund. It was an Avios redemption.
Soon after cancelling through the Javascript trick I got an email "Your booking cancellation..." which simply states

Dear Customer,

Thank you for your application for a refund of the following booking

BritishAirways booking reference:XXXXXXXX
We have received your information and are currently processing your refund.

We will refund any money owed to the card used to make the
booking and we will send you a confirmation email when it's been
done.

Yours Sincerely,
There was no amount on the refund page and No sign of the money refund yet. PS, flight was 18 April and I only did the refund on the 20th March

Last edited by ens100; Mar 24, 20 at 3:05 pm
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Old Mar 24, 20, 3:02 pm
  #945  
 
Join Date: Feb 2014
Location: Surrey, UK
Programs: BA GGL
Posts: 440
Same as ens100. I have only tried this trick on one booking so far. I have several more to cancel and was hoping to see the outcome of my first attempt before trying to do any more. Tho' next flight not til 30th so I can try to be a bit patient.
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