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

Old Mar 14, 2020, 4:58 pm
FlyerTalk Forums Expert How-Tos and Guides
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 29, 2020, 6:55 pm
  #1201  
 
Join Date: Sep 2011
Location: Bali
Programs: BAEC Gold / TK e+
Posts: 528
just had LATAM and Qantas flights cancelled which i paid via BA website with avios and cash.
gave me travel vouchers but not my avios back

Surely shome mishtake?

Should i not get cash refund and avios back?
mfgr is offline  
Old Mar 29, 2020, 7:00 pm
  #1202  
Ambassador, British Airways; FlyerTalk Posting Legend
 
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 43,747
Originally Posted by mfgr
just had LATAM and Qantas flights cancelled which i paid via BA website with avios and cash.
gave me travel vouchers but not my avios back

Surely shome mishtake?

Should i not get cash refund and avios back?
did you apply for a future travel voucher? You arenít given a voucher automatically.

If your flight is cancelled you are entitled to a full refund - for for a reward you would get back all the avios and all the cash part (i.e. taxes/charges/fees). You may be able to do the refund via MMB using the JavaScript workaround, but if not you would need to request it by calling.
KARFA is offline  
Old Mar 29, 2020, 7:17 pm
  #1203  
 
Join Date: Sep 2011
Location: Bali
Programs: BAEC Gold / TK e+
Posts: 528
Originally Posted by mfgr
just had LATAM and Qantas flights cancelled which i paid via BA website with avios and cash.
gave me travel vouchers but not my avios back

Surely shome mishtake?

Should i not get cash refund and avios back?
and the voucher has NO VALUE on it!!!
mfgr is offline  
Old Mar 30, 2020, 1:54 am
  #1204  
 
Join Date: Mar 2013
Location: Newcastle UK
Posts: 1,114
Hi. Forgive me if this is in the wrong thread. There's so many at the moment! I'm flying to MIA (well, current booked, not necessarily flying) 7th May. I saw, somewhere on here a few days ago that the route was cancelled until end April. Anyone know when my date is likely to be cancelled, if it turns out that it is? Thanks.
northeastflyer is offline  
Old Mar 30, 2020, 2:01 am
  #1205  
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: 65,001
Originally Posted by northeastflyer
Hi. Forgive me if this is in the wrong thread. There's so many at the moment! I'm flying to MIA (well, current booked, not necessarily flying) 7th May. I saw, somewhere on here a few days ago that the route was cancelled until end April. Anyone know when my date is likely to be cancelled, if it turns out that it is? Thanks.
I would expect in the next week or two. A lot of May cancellations have happened already but there is evidence that BA is watching-and-waiting like everyone is, as to how the situation evolves; also they seem to be trying to prevent the Contact Centres from being overwhelmed. I would give it a high chance of being cancelled this week.
corporate-wage-slave is offline  
Old Mar 30, 2020, 2:02 am
  #1206  
 
Join Date: Jun 2006
Location: UK
Programs: BA Silver
Posts: 1,137
Originally Posted by sl1ppy
just called the general number and got through straight away to the most lovely agent, had a nice chat and booking cancelled as requested, please be nice...
and now have an AVIOS refund, 241 voucher back with 6 month extension , haven't checked cc yet.
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Old Mar 30, 2020, 3:15 am
  #1207  
 
Join Date: Jan 2018
Programs: BA Silver
Posts: 440
I have a return booked to the US in April that's been cancelled. I'm thinking of switching it to mid July but may postpone it further depending on the circumstances. I have full intentions of flying this booking and not asking for a refund. Have 2 questions.

1) The outbound is booked for April 17th. Do I need to tell BA before April 17th what I intend to do to rearrange? I.e.- is there are a hard deadline of this date, and what happens if I miss it.

2) If I choose to switch it to mid July, like I currently intend but then the event I'm flying over for gets moved again, say to September- is the booking a one time change, or can I move it again?

Thanks for your help
Brisbane Road is offline  
Old Mar 30, 2020, 3:17 am
  #1208  
 
Join Date: Mar 2013
Location: Newcastle UK
Posts: 1,114
Originally Posted by corporate-wage-slave
I would expect in the next week or two. A lot of May cancellations have happened already but there is evidence that BA is watching-and-waiting like everyone is, as to how the situation evolves; also they seem to be trying to prevent the Contact Centres from being overwhelmed. I would give it a high chance of being cancelled this week.
Thank you. With regards to the not calling BA until 72 hrs before travel, is this being strictly enforced? I ask as my refund will be £1800 on a debit card, so the sooner the better.
northeastflyer is offline  
Old Mar 30, 2020, 3:21 am
  #1209  
 
Join Date: Nov 2008
Location: LHR
Programs: Ex-NWA Plat
Posts: 1,487
Originally Posted by northeastflyer
Thank you. With regards to the not calling BA until 72 hrs before travel, is this being strictly enforced? I ask as my refund will be £1800 on a debit card, so the sooner the better.
It is not being enforced strictly, though sporadically by some agents.
Give it a try - if you can explain extenuating circumstances, they will be more likely to help.
gottaluvNW is offline  
Old Mar 30, 2020, 3:26 am
  #1210  
 
Join Date: Mar 2013
Location: Newcastle UK
Posts: 1,114
Originally Posted by gottaluvNW
It is not being enforced strictly, though sporadically by some agents.
Give it a try - if you can explain extenuating circumstances, they will be more likely to help.
Thanks again.
northeastflyer is offline  
Old Mar 30, 2020, 3:39 am
  #1211  
 
Join Date: Mar 2013
Location: SAN, MIA, GOT
Programs: BA Gold
Posts: 353
Originally Posted by corporate-wage-slave
I would expect in the next week or two. A lot of May cancellations have happened already but there is evidence that BA is watching-and-waiting like everyone is, as to how the situation evolves; also they seem to be trying to prevent the Contact Centres from being overwhelmed. I would give it a high chance of being cancelled this week.
What does your gut feel tell you about June? I have an MIA flight on june 6th.
DreamTrip is offline  
Old Mar 30, 2020, 4:02 am
  #1212  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
Join Date: Feb 2010
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Posts: 65,001
Originally Posted by DreamTrip
What does your gut feel tell you about June? I have an MIA flight on june 6th.
I think we will get a sharper view in the next few days if the early positions on the antigen, rapid PCR, LAMP and antibody testing are either confirmed one way or the other. I can just about see a scenario on the UK side that would allow things to be somewhat better by June. However, the situation in the United States may mean that Florida specifically may be in a different place on the curve compared to other places. So even as one of life's optimists partly mugged by reality, it's not a 50% chance. But higher than 10%. Just one person's view.
paulaf and DreamTrip like this.
corporate-wage-slave is offline  
Old Mar 30, 2020, 5:06 am
  #1213  
 
Join Date: Jan 2018
Location: London
Programs: BAEC Gold, Accor Live Limitless Gold, Hilton Honours Gold, Avis Preferred Plus
Posts: 1,807
Originally Posted by AJA_
Hi Wilsnunn Has your relative's flight from SIN been formally cancelled yet? I am sure it will be cancelled but if not they could wait to receive official confirmation that the flight is cancelled and then try to contact BA to get re-routing under duty of care on QR via DOH Alternatively they might try phoning BA now on the basis of receiving the email but run the risk of Customer Service hanging up as their flight is currently not cancelled and not within 72 hours.
Originally Posted by wilsnunn
Not yet cancelled and havenít called to try to rearrange anything yet. I had planned to wait until it was cancelled because then things might be a bit clearer, reports on other threads and also on the FCO website say that the BA15/16 flights are cancelled until April 22nd so possibly still running to SIN (or maybe not) on the 23rd too.
Flight now cancelled, called up to see what they can do, they said that there are no rebooking arrangements at the moment so just wait and call back later on in the hopes of a rebooking agreement.
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Old Mar 30, 2020, 5:11 am
  #1214  
 
Join Date: May 2010
Posts: 2,350
Originally Posted by corporate-wage-slave
I think we will get a sharper view in the next few days if the early positions on the antigen, rapid PCR, LAMP and antibody testing are either confirmed one way or the other. I can just about see a scenario on the UK side that would allow things to be somewhat better by June. However, the situation in the United States may mean that Florida specifically may be in a different place on the curve compared to other places. So even as one of life's optimists partly mugged by reality, it's not a 50% chance. But higher than 10%. Just one person's view.
What is LAMP please, yes hope you are right, none of the models yet include allowance for all the extra new tests, just social distancing.
paulaf is offline  
Old Mar 30, 2020, 5:14 am
  #1215  
 
Join Date: Aug 2018
Posts: 95
I have an unexpected conundrum regarding flights (I was fully expecting them to be 'cancelled') my son and I are due to fly to Hanoi this Wednesday, 1st April and wonder if someone here could advise please.

The flights were to be operated by Qatar out of LGW. Qatar have now ceased all operations from LGW for the time being - Qatar assure me that our flight to DOH will not operate.

However, looking at MMB, as far as BA are concerned, the flight is 'good to go'...we've even received our pre-flight emails!

The flights were booked through a third party (TravelUp). All they can see regarding these flights is 'no information available' so they aren't cancelled as far as they are concerned and therefore they wont issue a refund.

Any idea's most gratefully received - thank you in advance.
Whyone is offline  

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