Mar 14, 2020, 4:58 pm
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:
Paid Seating Refund:
Bookings made using Lloyds Upgrade Voucher
You should expect to receive:
Lloyds Upgrade Voucher Notes
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.
- Online forms (Post #435 - corporate-wage-slave) - manual process which may take many weeks
Paid Seating Refund:
- https://www.britishairways.com/trave...ing_claim_form (Post #765 - travelhappypair)
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.
- Use the Qantas website and look back to your original PNR. Step by step guide in post 954
Covid-19 BA Rebooking/Cancellation/Refund HELP & ADVICE *No Speculation etc*
Mar 30, 2020, 5:28 am
#1216
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: 63,844
Oxford scientists develop rapid testing technology for COVID-19 | University of Oxford
Mar 30, 2020, 6:26 am
#1217
Join Date: May 2010
Posts: 2,345
Loop mediated isothermal Amplification, which somehow gets the abbreviated name of LAMP. A more rapid testing process in layperson's language.
Oxford scientists develop rapid testing technology for COVID-19 | University of Oxford
Oxford scientists develop rapid testing technology for COVID-19 | University of Oxford
Mar 30, 2020, 8:36 am
#1218
Join Date: Oct 2017
Posts: 159
Maybe a stupid question but I cannot get through on the suggested line at all: 020 3250 0145. Just tells me they’re too busy and can’t take my call.
I have a 2-4-1 booked in April (flights cancelled) that I want to change to some reward availability that I see in January that I obviously don’t want to miss. The options for me to change online are greyed out and non selectable.
Am I calling the right place?
I have a 2-4-1 booked in April (flights cancelled) that I want to change to some reward availability that I see in January that I obviously don’t want to miss. The options for me to change online are greyed out and non selectable.
Am I calling the right place?
Mar 30, 2020, 9:09 am
#1219
Join Date: Feb 2005
Location: London
Programs: BA Gold, Marriott Bonvoy Titanium, Hilton Honors Diamond,Amex Platinum
Posts: 179
Tried to call this PM to change an Avios 241 booking with the outbound sector May 28th to a different date and destination. Even if the flight is not cancelled, we cannot travel for various reasons (husband is involved in front line work). This is clearly a business as usual request, but I was told in no uncertain terms that they would not make the change for me until we were within 72 hours of departure. I did point out that the availability would possibly not be there, that I was forced to call as the website would not allow me to make the change myself, but he was adamant that he would not make the (easy) change for me.
I've been on the phone to BA intermittently, probably every other day over the last two weeks with various flights being cancelled and others needing changing and have not had any requests refused until this afternoon - in fact the agents have, without exception, been incredibly efficient, understanding, warm and friendly. I get that things are clearly challenging for everyone, but I was through within about 4 minutes indicating there was not a huge queue and was pretty thrown by the intransigence of the agent. Happy to back down if this is a new blanket rule, but others' experiences would be helpful. Thanks.
I've been on the phone to BA intermittently, probably every other day over the last two weeks with various flights being cancelled and others needing changing and have not had any requests refused until this afternoon - in fact the agents have, without exception, been incredibly efficient, understanding, warm and friendly. I get that things are clearly challenging for everyone, but I was through within about 4 minutes indicating there was not a huge queue and was pretty thrown by the intransigence of the agent. Happy to back down if this is a new blanket rule, but others' experiences would be helpful. Thanks.
Mar 30, 2020, 9:18 am
#1220
Join Date: Dec 2013
Programs: QRPC Platinum, KFEG
Posts: 999
Currently in Singapore and hit by the April cancellations for SIN-LHR. My visa is still valid until June and luckily we have a flat here to wait it out or even quarantaine without too much hassle if needed. Rather be here than in the UK currently.
Do I proactively need to contact BA about the cancellation before the day of the flight? They only proposed "an earlier date" as they're not flying the route anymore from April 9th.
Can I push for a reroute on another carrier at a later date or when they start flying again? Or just force the refund and look for alternatives in June?
Do I proactively need to contact BA about the cancellation before the day of the flight? They only proposed "an earlier date" as they're not flying the route anymore from April 9th.
Can I push for a reroute on another carrier at a later date or when they start flying again? Or just force the refund and look for alternatives in June?
Mar 30, 2020, 9:33 am
#1221
Join Date: Oct 2017
Posts: 159
Tried to call this PM to change an Avios 241 booking with the outbound sector May 28th to a different date and destination. Even if the flight is not cancelled, we cannot travel for various reasons (husband is involved in front line work). This is clearly a business as usual request, but I was told in no uncertain terms that they would not make the change for me until we were within 72 hours of departure. I did point out that the availability would possibly not be there, that I was forced to call as the website would not allow me to make the change myself, but he was adamant that he would not make the (easy) change for me.
I've been on the phone to BA intermittently, probably every other day over the last two weeks with various flights being cancelled and others needing changing and have not had any requests refused until this afternoon - in fact the agents have, without exception, been incredibly efficient, understanding, warm and friendly. I get that things are clearly challenging for everyone, but I was through within about 4 minutes indicating there was not a huge queue and was pretty thrown by the intransigence of the agent. Happy to back down if this is a new blanket rule, but others' experiences would be helpful. Thanks.
I've been on the phone to BA intermittently, probably every other day over the last two weeks with various flights being cancelled and others needing changing and have not had any requests refused until this afternoon - in fact the agents have, without exception, been incredibly efficient, understanding, warm and friendly. I get that things are clearly challenging for everyone, but I was through within about 4 minutes indicating there was not a huge queue and was pretty thrown by the intransigence of the agent. Happy to back down if this is a new blanket rule, but others' experiences would be helpful. Thanks.
Mar 30, 2020, 9:49 am
#1222
Join Date: Feb 2005
Location: London
Programs: BA Gold, Marriott Bonvoy Titanium, Hilton Honors Diamond,Amex Platinum
Posts: 179
Mar 30, 2020, 9:54 am
#1223
Join Date: Oct 2017
Posts: 159
Thanks, trying that and just making sure I’m not doing anything wrong. Constantly told that call volumes are high and that they can’t take my call at the moment.
Mar 30, 2020, 10:17 am
#1224
Join Date: Sep 2015
Programs: BAEC Gold
Posts: 9
Hi, had a similar experience this afternoon, trying to change two April booking that are outside the 72hr window. I was trying to push back a GUF2 flight to SIN to later in the year, and wanted to grab available seats that matched dates I could do. We were both very polite to each other but no movement on 72hr rule. Call answered within 5 minutes.
Mar 30, 2020, 10:49 am
#1225
Join Date: Jan 2018
Location: London
Programs: BAEC Gold, Accor Live Limitless Gold, Hilton Honours Gold, Avis Preferred Plus
Posts: 1,807
BA have released a guideline for rebooking cancelled services onto QR services that are still operating:
Published today (30-Mar-2020) at 5:26pm
Advice for British Airways-125 ticketed customers whose BA flight is now CANCELLED
Rebook onto: Qatar Airways
Routes/Airports affected: Any cancelled British Airways service where QR also operate the route via DOH, e.g. SYD-LHR rebook onto SYD-DOH-LHR
Tickets issued by: 28 March 2020
Ticket travel dates: 29 March – 30 June 2020
New travel dates: Up to and including 30 June 2020
Rebooking Allowance on QR
Rebook onto Qatar Airways (QR) between the same point of origin and destination via Doha (DOH)
Rebook into the lowest available class in the same cabin
Important Information
Published today (30-Mar-2020) at 5:26pm
Advice for British Airways-125 ticketed customers whose BA flight is now CANCELLED
Rebook onto: Qatar Airways
Routes/Airports affected: Any cancelled British Airways service where QR also operate the route via DOH, e.g. SYD-LHR rebook onto SYD-DOH-LHR
Tickets issued by: 28 March 2020
Ticket travel dates: 29 March – 30 June 2020
New travel dates: Up to and including 30 June 2020
Rebooking Allowance on QR
Rebook onto Qatar Airways (QR) between the same point of origin and destination via Doha (DOH)
Rebook into the lowest available class in the same cabin
- Use the lowest class available
- If the same cabin is not available downgrade into lower cabin
- Do not involuntary upgrade
- For the Joint Business trunk route between DOH and LHR vice versa then rebook BA if operating
Important Information
- Advise customers that schedules are subject to change at any time, we recommend they keep checking the operating carrier’s latest flight status and also add their contact details through the operating carriers Manage My Booking
- one ticket change allowed from the above options
- Includes any connecting BA/Joint Business services on the same ticket
- If changing both outbound and return sectors, travel must be completed by dates specified
- For rebook onto BA or refund options - Use standard Coronavirus guidance
Mar 30, 2020, 10:55 am
#1226
Join Date: Mar 2015
Programs: BA GGL
Posts: 2,447
Had a LHR-Europe (Avios), Europe-LHR-NYC (paid), then Europe-LHR (Avios) trio of tickets. First two cancelled, so I phoned to set the cash refund in process. I'm trying to cancel the last one online but it's offering me a voucher instead... Why is it trying to force a voucher for an Avios booking?
Mar 30, 2020, 10:57 am
#1227
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,986
Had a LHR-Europe (Avios), Europe-LHR-NYC (paid), then Europe-LHR (Avios) trio of tickets. First two cancelled, so I phoned to set the cash refund in process. I'm trying to cancel the last one online but it's offering me a voucher instead... Why is it trying to force a voucher for an Avios booking?
Mar 30, 2020, 2:15 pm
#1228
Join Date: Jan 2018
Location: London
Programs: BAEC Gold, Accor Live Limitless Gold, Hilton Honours Gold, Avis Preferred Plus
Posts: 1,807
BA have released a guideline for rebooking cancelled services onto QR services that are still operating:
Published today (30-Mar-2020) at 5:26pm
Advice for British Airways-125 ticketed customers whose BA flight is now CANCELLED
Rebook onto: Qatar Airways
Routes/Airports affected: Any cancelled British Airways service where QR also operate the route via DOH, e.g. SYD-LHR rebook onto SYD-DOH-LHR
Published today (30-Mar-2020) at 5:26pm
Advice for British Airways-125 ticketed customers whose BA flight is now CANCELLED
Rebook onto: Qatar Airways
Routes/Airports affected: Any cancelled British Airways service where QR also operate the route via DOH, e.g. SYD-LHR rebook onto SYD-DOH-LHR
I was slightly worried that being on the BA DOH-LHR leg might mean it is more likely to be cancelled and then moved again onto another QR leg. But it is there for the moment.
Mar 30, 2020, 3:34 pm
#1229
Join Date: Mar 2015
Programs: BA GGL
Posts: 2,447
Yeah, gave it a shot. But it wanted to deduct £18.10... and I couldn't understand why, when the ticket would have been either £17.50 or £25. Most confusing. I'll wait until it cancels, if it does, then phone for refund.
Mar 31, 2020, 3:34 am
#1230
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.
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.
TravelUp are now working on email only (no 'phones) but did email me last night offering a cash refund (less some fee's which amount to ~£70/ticket) and saying that if I accepted this, a refund would be made in 6-8 weeks - does this timing sound about right?
Yesterday evening I accepted their offer to cancel and refund, this morning the flights have disappeared from 'My Flight Bookings' - is this a good sign?!
Thanks once again for your insights and advice.