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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 27, 2020, 12:04 pm
  #1141  
 
Join Date: May 2019
Posts: 81
Originally Posted by Hawk777
just tried the numbers and are working call 0800 123 111 that us working too but only dealing with travel inside of 72 hours at the moment so if you are out of that range might not be dealt with
[MENTION=10067840]Hawk777[/MENTION] thanks for your assistance. Only issue here is that this is the Gold line. I am only Bronze. Do you think the Gold team could assist me?
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Old Mar 27, 2020, 12:10 pm
  #1142  
Suspended
 
Join Date: Dec 2019
Posts: 629
Originally Posted by BGI Runner
[MENTION=10067840]Hawk777[/MENTION] thanks for your assistance. Only issue here is that this is the Gold line. I am only Bronze. Do you think the Gold team could assist me?
yep everything going to same queue anyway
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Old Mar 27, 2020, 12:22 pm
  #1143  
 
Join Date: May 2019
Posts: 81
Originally Posted by Hawk777
yep everything going to same queue anyway
Fantastic, called that number and answered and dealt with in 5 minutes! Thanks for your assistance [MENTION=10067840]Hawk777[/MENTION]
Hawk777 likes this.
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Old Mar 27, 2020, 12:55 pm
  #1144  
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Join Date: Nov 2011
Location: Brighton. UK
Programs: BA Gold / VS /IHG Diamond & Ambassador
Posts: 14,300
Just had an email from BA offering a voucher for a flight in May. I'm going to try the work around as I'd rather have the cash.

I'd have taken a voucher but they have still to give me the one from the flight I cancelled a fortnight ago and are already over the 7 days they said it would take to send

If they can't deal with the current list of vouchers to issue don't add to it.
UKtravelbear is online now  
Old Mar 27, 2020, 1:27 pm
  #1145  
 
Join Date: Jan 2019
Posts: 44
Sorry to have to ask this question for the millionth time but I cannot get help or a clear answer from anyone or the TA I booked with

I booked Man to Bos via LHR on 3rd April returning on 7th April.

I booked via Flysharp a TA from Skyscanner.

The outbound flights are both completely cancelled, the return flights seem to be operating.

Flysharp are ignoring me, Ive called 30+ times and sent over 10 emails. Nothing.

Its nearly three grand and I want my money back. Im disgusted by the way Flysharp just ignore me.

Am I entitled by law to a refund, or should I expect to be fobbed off with vouchers or told to rebook?

This has been going on for nearly 3 weeks now and I just want my money back.

Someone mentioned BA would refund me themselves and take it up with Flysharp but I cant get a response from BA either at this point.
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Old Mar 27, 2020, 1:49 pm
  #1146  
 
Join Date: Oct 2013
Programs: BA Gold, VS Gold, IHG Platinum, Hilton Gold, Hertz Presidents Circle.
Posts: 1,472
Originally Posted by corporate-wage-slave
No, unfortunately not.
Bit off really, they've had the revenue, not letting the vouchers be used all on one booking or for POUG seem somewhat unfair and needless. Hey Ho, first world problem I guess.
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Old Mar 27, 2020, 1:59 pm
  #1147  
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: 64,958
Originally Posted by ihatechoosingusernames
Am I entitled by law to a refund, or should I expect to be fobbed off with vouchers or told to rebook?
Yes you have the right to a refund, that hasn't changed since my previous reply. At this stage I would suggest doing a chargeback via your credit card company, the relevant pieces of legislation being EC261 and Section 75 of the CCA.
corporate-wage-slave is online now  
Old Mar 27, 2020, 2:02 pm
  #1148  
 
Join Date: Jan 2019
Posts: 44
Originally Posted by corporate-wage-slave
Yes you have the right to a refund, that hasn't changed since my previous reply. At this stage I would suggest doing a chargeback via your credit card company, the relevant pieces of legislation being EC261 and Section 75 of the CCA.
Thank you for your help. Chargeback going in shortly with my card issuer. I will quote those bits of legislation too!

Have a good weekend and thank you again!
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Old Mar 27, 2020, 2:29 pm
  #1149  
 
Join Date: Mar 2020
Posts: 4
I cancelled an avios booking 4 weeks ago (for a 25th April departure) and Im still waiting for a reimbursement of avios, companion voucher and taxes.

Ive contacted the executive club through the online form but they just reply and tell me to phone up.

when I look up the number it says please do not phone unless my departure is within the next 72 hours.

So Im just stuck. I want to rebook for next year using the voucher and avios but cant.

I know theyre busy but this is really frustrating.

Is it just me or is this delay normal at the moment?
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Old Mar 27, 2020, 2:36 pm
  #1150  
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: 64,958
Originally Posted by Wilwak
I know theyre busy but this is really frustrating.
Multiple reports suggest that Contact Centre queues have fallen markedly from their peak. I think you'd be ok to call up at a quiet time next week (e.g. Tuesday mid afternoon). But actually there is no rush, there is very little chance of flights next year filling up in the near future.
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Old Mar 27, 2020, 3:00 pm
  #1151  
 
Join Date: Mar 2013
Location: Newcastle UK
Posts: 1,114
Originally Posted by UKtravelbear
Just had an email from BA offering a voucher for a flight in May. I'm going to try the work around as I'd rather have the cash.

I'd have taken a voucher but they have still to give me the one from the flight I cancelled a fortnight ago and are already over the 7 days they said it would take to send

If they can't deal with the current list of vouchers to issue don't add to it.
Please let us know if the refund workaround works. I'd read today on this forum that it no longer works and that you have to call.
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Old Mar 27, 2020, 3:19 pm
  #1152  
Ambassador, British Airways; FlyerTalk Posting Legend
 
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 43,723
Originally Posted by northeastflyer
Please let us know if the refund workaround works. I'd read today on this forum that it no longer works and that you have to call.
there was a report on one of the threads today that it worked. If your booking is directed in to the disrupted page it definitely wont work tho.
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Old Mar 28, 2020, 1:56 am
  #1153  
 
Join Date: Jan 2008
Posts: 1,492
as a data point I phoned last night about 6:30pm re refund for cancelled flight scheduled for Monday. Answered in 40 mins, refund request dealt with (no push for rebooking/voucher) and email confirmation of refund received...I was told on phone it would likely take 7 days for funds to reappear (far better experience that with Easyjet who I have not been able to contact re 2 cancellations last week so will be going to card company for chargeback)
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Old Mar 28, 2020, 2:13 am
  #1154  
 
Join Date: May 2019
Posts: 81
Originally Posted by caz312
as a data point I phoned last night about 6:30pm re refund for cancelled flight scheduled for Monday. Answered in 40 mins, refund request dealt with (no push for rebooking/voucher) and email confirmation of refund received...I was told on phone it would likely take 7 days for funds to reappear (far better experience that with Easyjet who I have not been able to contact re 2 cancellations last week so will be going to card company for chargeback)
Similar experience here. Only difference I was quoted 14 days and they specifically said it would likely take longer than the usual 7 days. So clearly contact staff are not providing consistent information. I will be monitoring this very closely what with Virgin being reported that they are about to ask for a massive government bailout. Not too concerned about IAG, they had a very large cash reserve, but this must be being depleted at an extremely rapid rate of knots! My refund due is 3,500!
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Old Mar 28, 2020, 2:13 am
  #1155  
 
Join Date: Mar 2013
Location: Newcastle UK
Posts: 1,114
Originally Posted by caz312
as a data point I phoned last night about 6:30pm re refund for cancelled flight scheduled for Monday. Answered in 40 mins, refund request dealt with (no push for rebooking/voucher) and email confirmation of refund received...I was told on phone it would likely take 7 days for funds to reappear (far better experience that with Easyjet who I have not been able to contact re 2 cancellations last week so will be going to card company for chargeback)
Good. Which number did you call on? Was the number linked to your status, or as someone suggested does that not matter at the moment? Thanks.
northeastflyer is offline  

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