Last edit by: corporate-wage-slave
01 - 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 2023 (now extended from April 2022 including existing FTVs), 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. If you us,ed an FTV to pay for this now cancelled service then you can have a refund back to the FTV's original booking.
Online forms: manual process which may take many weeks
link to webform to claim a refund (UK) or link to webform to claim a refund (US)
Paid Seating Refund:
link to webform to claim a refund (UK)
02 - If your flight is not cancelled but you no longer wish to travel
Commercial booking: If you are eligible for Buy with Confidence, you can have an FTV valid until 31 August 2022 (this has been extended several times). Rebooking may lead to a fare recalculation but no change fee. Travel must be fully completed by this date.
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 30 April 2022, 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: https://ba.com/confidence
Bookings made using Lloyds Upgrade Voucher
You should expect to receive:
A full refund of Avios and money paid plus 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
03 - How to find out the status of your voucher and the amount it contains
Use the Qantas website and look back to your original PNR. Step by step guide by corporate-wage-slave
04 - Future Travel Vouchers versus eVouchers
FTVs cannot be used online (and are not really vouchers), whereas eVouchers, issued for simple bookings, can be used online.
BA are now issuing eVouchers directly in simple cases, and also proactively replacing existing FTVs with new eVouchers. These are usable online. Complex cases still get FTVs, which require a phone call to book. In both cases, you need to apply online through the Cancellation Options in MMB, and both will generate an email typically within a few minutes. This is how to tell the difference
1) eVouchers will get an email entitled "Your British Airways eVoucher"
This will then have a line like this and the online ability is mentioned in the email text:
Your eVoucher details
125-1234567890 / GBP48.87 / WAGE-SLAVE /
2) FTVs will get an email entitled "Your British Airways Future Travel Voucher"
The relevant line then shows:
Voucher code(s)
125-1234567890
It doesn't take much, by FT standards, to turn a booking too complicated for the automated eVoucher. POUGs, flight changes, TCP, seat payment, pay payment with Avios, UuA. 48 and 72 hour Hold bookings all stop it. But if you made a simple single or return booking, point to point, on BA.com and didn't change it, then you should get an eVoucher.
If you obtain an FTV, deploy it on a new booking which BA then cancels, then you can get a refund of the cash from the first booking that led to the FTV. Or an Avios refund without redeposit fees if it was a redemption.
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 2023 (now extended from April 2022 including existing FTVs), 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. If you us,ed an FTV to pay for this now cancelled service then you can have a refund back to the FTV's original booking.
Online forms: manual process which may take many weeks
link to webform to claim a refund (UK) or link to webform to claim a refund (US)
Paid Seating Refund:
link to webform to claim a refund (UK)
02 - If your flight is not cancelled but you no longer wish to travel
Commercial booking: If you are eligible for Buy with Confidence, you can have an FTV valid until 31 August 2022 (this has been extended several times). Rebooking may lead to a fare recalculation but no change fee. Travel must be fully completed by this date.
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 30 April 2022, 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: https://ba.com/confidence
Bookings made using Lloyds Upgrade Voucher
You should expect to receive:
A full refund of Avios and money paid plus 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.
03 - How to find out the status of your voucher and the amount it contains
Use the Qantas website and look back to your original PNR. Step by step guide by corporate-wage-slave
04 - Future Travel Vouchers versus eVouchers
FTVs cannot be used online (and are not really vouchers), whereas eVouchers, issued for simple bookings, can be used online.
BA are now issuing eVouchers directly in simple cases, and also proactively replacing existing FTVs with new eVouchers. These are usable online. Complex cases still get FTVs, which require a phone call to book. In both cases, you need to apply online through the Cancellation Options in MMB, and both will generate an email typically within a few minutes. This is how to tell the difference
1) eVouchers will get an email entitled "Your British Airways eVoucher"
This will then have a line like this and the online ability is mentioned in the email text:
Your eVoucher details
125-1234567890 / GBP48.87 / WAGE-SLAVE /
2) FTVs will get an email entitled "Your British Airways Future Travel Voucher"
The relevant line then shows:
Voucher code(s)
125-1234567890
It doesn't take much, by FT standards, to turn a booking too complicated for the automated eVoucher. POUGs, flight changes, TCP, seat payment, pay payment with Avios, UuA. 48 and 72 hour Hold bookings all stop it. But if you made a simple single or return booking, point to point, on BA.com and didn't change it, then you should get an eVoucher.
If you obtain an FTV, deploy it on a new booking which BA then cancels, then you can get a refund of the cash from the first booking that led to the FTV. Or an Avios refund without redeposit fees if it was a redemption.
BA Covid-19 Flight cancellations, rebooking, and refunds | Help and advice thread
#2206
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: 63,760
#2209
Join Date: Oct 2011
Posts: 28
" It will also take a lot of time to calculate this refund."
I have a "complicated" FTV. After waiting an hour to get through to an agent and then being told it would take a lot of time to calculate, I decided to just book a straightforward flight online. I reasoned the agent could better use her time to help others in need. I emailed BA and asked if they could calculate the refund and convert to an e-voucher. NO. I must call an agent. Surely it would be better for "back office staff" to do this? No wonder it takes so long to contact BA. Grrrr
I have a "complicated" FTV. After waiting an hour to get through to an agent and then being told it would take a lot of time to calculate, I decided to just book a straightforward flight online. I reasoned the agent could better use her time to help others in need. I emailed BA and asked if they could calculate the refund and convert to an e-voucher. NO. I must call an agent. Surely it would be better for "back office staff" to do this? No wonder it takes so long to contact BA. Grrrr
#2210
Join Date: Sep 2012
Location: YVR
Posts: 1,847
Thanks again!
#2211
Join Date: Nov 2018
Location: BER
Programs: BA GGL, Hilton Diamond
Posts: 1,843
I read on another thread to keep typing "Live Agent" for every question so the bot can't answer any questions... this worked! Yipppeee! There was only 24 chats ahead of mine and it took about 10 mins to get through. 5 mins later, my flight was canceled and I received an email confirmation of my Avios refund!
Thanks again!
Thanks again!
#2212
Join Date: Nov 2008
Location: Minnesota
Programs: AA EXP; United 1K, Delta, IHG Plat Amb, PE, Marriott/Hilton Gold
Posts: 749
Ok. For those who are into playing odds. I have flights booked RST>ORD>LHR>CAI and return. First outbound and business return. Out mid Oct. Back Nov1.
Thanks to schedule changes. I have had flights rescheduled for the return with a less than legal connection in LHR heading to the US (50 minutes). The biggest issue for me is that the alternatives leaving LHR for ORD are too late to make it home without an overnight in ORD in the US. That is all ASSUMING that the BA flights actually hold to this new schedule.
So, my thought is to look at MSP as my "home" airport rather than RST (Rochester MN). It adds in options for flights through DFW and being able to schedule return flights that get me home without an overnight.
NOW the questions for those who are of a betting nature:
Would you change these flights now or wait? I'm guessing these are likely to change again?
I have the option to change my outbound to QR at the same time I fix this reservation on return. Would that be a safer stable schedule than BA these days? I'm thinking of giving up the BA first for QR business if it is more stable. I do like the Qsuites.
Would you go ahead and do the minimal change for the return trip, leave the outbound but not consider it firm? Departing from one airport and returning to another is not optimal but could be done
General thoughts on strategies? I completely accept that all bets are off right now but looking for ideas from others on how they might approach this impossible return schedule
Thanks to schedule changes. I have had flights rescheduled for the return with a less than legal connection in LHR heading to the US (50 minutes). The biggest issue for me is that the alternatives leaving LHR for ORD are too late to make it home without an overnight in ORD in the US. That is all ASSUMING that the BA flights actually hold to this new schedule.
So, my thought is to look at MSP as my "home" airport rather than RST (Rochester MN). It adds in options for flights through DFW and being able to schedule return flights that get me home without an overnight.
NOW the questions for those who are of a betting nature:
Would you change these flights now or wait? I'm guessing these are likely to change again?
I have the option to change my outbound to QR at the same time I fix this reservation on return. Would that be a safer stable schedule than BA these days? I'm thinking of giving up the BA first for QR business if it is more stable. I do like the Qsuites.
Would you go ahead and do the minimal change for the return trip, leave the outbound but not consider it firm? Departing from one airport and returning to another is not optimal but could be done
General thoughts on strategies? I completely accept that all bets are off right now but looking for ideas from others on how they might approach this impossible return schedule
#2213
Join Date: Oct 2014
Posts: 447
I've got this with my Dubai flights. Downgraded from First, called to accept the downgrade and move the flight dates but agent said not possible and need to rebook in same class.
Didn't want the overnight DXB flight, want to keep the day flight which is now 3 class. Just told agent i'd think about it.
Went back into MMB and it was allowing me to rebook, in First, on the day flight. I know its not got a first cabin but my new flight is showing as bing "F, Confirmed" but can't select seats because there isn't a first cabin. I think the system has messed up, i'm gonna call tomorrow and get them to sort but i now have ticketed flights on days i want so should be ok.
Did note on the App it shows Club World rather than first. Maybe yours does too and you've 'rebooked' in first to a service which doesn't have the cabin?
Didn't want the overnight DXB flight, want to keep the day flight which is now 3 class. Just told agent i'd think about it.
Went back into MMB and it was allowing me to rebook, in First, on the day flight. I know its not got a first cabin but my new flight is showing as bing "F, Confirmed" but can't select seats because there isn't a first cabin. I think the system has messed up, i'm gonna call tomorrow and get them to sort but i now have ticketed flights on days i want so should be ok.
Did note on the App it shows Club World rather than first. Maybe yours does too and you've 'rebooked' in first to a service which doesn't have the cabin?
YouFirst agent I spoke to suggested leaving it all as is, and not accepting or refusing anything online until closer to the time.
MMB, on a desktop, for my outbound is showing a single flight (BA107) with a confirmed booking in F.
MMB, on the app, for my outbound is showing two flights (both LHR-DXB);
One with the original booking in F on the BA105 but with no ticket number.
One in CW on the BA107 with a ticket number.
MMB on a desktop, for the inbound is showing two flights (both DXB-LHR) on the BA104 on two consecutive days;
One in F (confirmed) on the BA104, text is in red.
One in CW (confirmed) on the next day's BA104, text is in red.
MMB, on the app, for my outbound is showing three flights (all LHR-DXB);
One in CW on the BA104, no ticket number
One in F on the BA104, no ticket number but a seat allocation that is in CW.
One in CW on the next day's BA104, with a ticket number.
I don't fly very often, and am not familiar with how BA reticket these things but none of it seems to make sense to me.
*based on ba.com not selling tickets, and EF not showing a seat plan for F
#2214
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: 63,760
Would you change these flights now or wait? I'm guessing these are likely to change again?
I have the option to change my outbound to QR at the same time I fix this reservation on return. Would that be a safer stable schedule than BA these days? I'm thinking of giving up the BA first for QR business if it is more stable. I do like the Qsuites.
I have the option to change my outbound to QR at the same time I fix this reservation on return. Would that be a safer stable schedule than BA these days? I'm thinking of giving up the BA first for QR business if it is more stable. I do like the Qsuites.
#2215
Join Date: Jul 2014
Posts: 491
If I were to book the cheapest LGW flights during W21 knowing they'll move to LHR at some point, how much flexibility does the rebooking policy give me after they've moved? Like can I change the dates to when would really suit me once the airport change notification has been sent?
#2216
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,750
My Avios booking LHR-NCE has a drastic schedule change that is not acceptable.
In manage my booking, it offers me the cancellation option - 1) get a voucher, 2) request a refund.
Anyone has experience in the process of refund? Is it because this is an involuntary schedule change, therefore BA allows online cancellation with refund option?
I thought BA has taken away the online cancellation feature on Avios booking so one must call to cancel. That was the case a couple months ago when I canceled some Avios bookings on American Airlines flights voluntarily.
Or now BA brings back the online cancellation function on Avios booking?
In manage my booking, it offers me the cancellation option - 1) get a voucher, 2) request a refund.
Anyone has experience in the process of refund? Is it because this is an involuntary schedule change, therefore BA allows online cancellation with refund option?
I thought BA has taken away the online cancellation feature on Avios booking so one must call to cancel. That was the case a couple months ago when I canceled some Avios bookings on American Airlines flights voluntarily.
Or now BA brings back the online cancellation function on Avios booking?
#2217
Join Date: Jul 1999
Location: Sacramento, CA
Programs: AA Exec Plat, Hyatt,Marriott,BA,AS
Posts: 4,423
My Avios booking LHR-NCE has a drastic schedule change that is not acceptable.
In manage my booking, it offers me the cancellation option - 1) get a voucher, 2) request a refund.
Anyone has experience in the process of refund? Is it because this is an involuntary schedule change, therefore BA allows online cancellation with refund option?
I thought BA has taken away the online cancellation feature on Avios booking so one must call to cancel. That was the case a couple months ago when I canceled some Avios bookings on American Airlines flights voluntarily.
Or now BA brings back the online cancellation function on Avios booking?
In manage my booking, it offers me the cancellation option - 1) get a voucher, 2) request a refund.
Anyone has experience in the process of refund? Is it because this is an involuntary schedule change, therefore BA allows online cancellation with refund option?
I thought BA has taken away the online cancellation feature on Avios booking so one must call to cancel. That was the case a couple months ago when I canceled some Avios bookings on American Airlines flights voluntarily.
Or now BA brings back the online cancellation function on Avios booking?
#2218
Join Date: Apr 2012
Location: LON
Programs: Mucci, BAEC, Eurostar
Posts: 3,286
My Avios booking LHR-NCE has a drastic schedule change that is not acceptable.
In manage my booking, it offers me the cancellation option - 1) get a voucher, 2) request a refund.
Anyone has experience in the process of refund? Is it because this is an involuntary schedule change, therefore BA allows online cancellation with refund option?
I thought BA has taken away the online cancellation feature on Avios booking so one must call to cancel. That was the case a couple months ago when I canceled some Avios bookings on American Airlines flights voluntarily.
Or now BA brings back the online cancellation function on Avios booking?
In manage my booking, it offers me the cancellation option - 1) get a voucher, 2) request a refund.
Anyone has experience in the process of refund? Is it because this is an involuntary schedule change, therefore BA allows online cancellation with refund option?
I thought BA has taken away the online cancellation feature on Avios booking so one must call to cancel. That was the case a couple months ago when I canceled some Avios bookings on American Airlines flights voluntarily.
Or now BA brings back the online cancellation function on Avios booking?
I used it last week on a cancelled redemption, I got the Avios instantly and money back on the credit card in less than 2 days.
#2219
Join Date: Aug 2021
Programs: BA, AA, UA, VS, DL, EI, Hilton, Marriot
Posts: 67
My Avios booking LHR-NCE has a drastic schedule change that is not acceptable.
In manage my booking, it offers me the cancellation option - 1) get a voucher, 2) request a refund.
Anyone has experience in the process of refund? Is it because this is an involuntary schedule change, therefore BA allows online cancellation with refund option?
I thought BA has taken away the online cancellation feature on Avios booking so one must call to cancel. That was the case a couple months ago when I canceled some Avios bookings on American Airlines flights voluntarily.
Or now BA brings back the online cancellation function on Avios booking?
In manage my booking, it offers me the cancellation option - 1) get a voucher, 2) request a refund.
Anyone has experience in the process of refund? Is it because this is an involuntary schedule change, therefore BA allows online cancellation with refund option?
I thought BA has taken away the online cancellation feature on Avios booking so one must call to cancel. That was the case a couple months ago when I canceled some Avios bookings on American Airlines flights voluntarily.
Or now BA brings back the online cancellation function on Avios booking?
Last edited by Theo C Cupier; Aug 23, 2021 at 2:17 am
#2220
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,811
Have been trawling this thread and this seems the most relevant post - could I please ask a little clarification. I am looking at a flight later in the year CDG-JNB rtn on BA. There is a chance that I may need to change the return. The booking conditions state " Changes permitted at any time for the difference in fare. Changes subject to availability. " I am trying to understand how those fare differences work.
The CDG - JNB fare shows as €227.00
The JNB - CDG fare shows as €194.00
Let's say I needed to return 3 days later. The fare for that new day (currently) is €327 - so are you saying when you mention above that "often it is a reprice at historic fares" that the likelihood is that the change in fare would be €133 (€327 - €194) - or is it more likely that it would be based on whatever the fare is on the given day when the change is made? Or something different, like based on the one-way fare on the day? I am assuming there is single answer.
The CDG - JNB fare shows as €227.00
The JNB - CDG fare shows as €194.00
Let's say I needed to return 3 days later. The fare for that new day (currently) is €327 - so are you saying when you mention above that "often it is a reprice at historic fares" that the likelihood is that the change in fare would be €133 (€327 - €194) - or is it more likely that it would be based on whatever the fare is on the given day when the change is made? Or something different, like based on the one-way fare on the day? I am assuming there is single answer.
Rebookings based on historical fares do no protect you from the booking class not being available for the new desired dates. If unavailable you need to pay up-fare based on the fare/booking class available when you rebook.