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BA Covid-19 Flight cancellations, rebooking, and refunds | Help and advice thread

BA Covid-19 Flight cancellations, rebooking, and refunds | Help and advice thread

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Old Jan 28, 22, 9:19 pm   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
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
  • 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.
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Old Aug 24, 21, 8:36 am
  #2251  
Ambassador, British Airways; FlyerTalk Evangelist
 
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for a flight only booking if you don't have a flight cancellation or a retiming over 4 hours then your options are
- change without change fee to a new date, you are liable for any fare difference; or
- FTV
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Old Aug 24, 21, 8:36 am
  #2252  
 
Join Date: Nov 2004
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Originally Posted by Jrichardf View Post
Hi there. I had both outbound and return flights to Lisbon cancelled and had to phone to change them. Ive changed the outbound but not the return because the flight we want is full at the moment. So wanted to call back if any seats turn up. However app/website is not allowing me to access manage my booking page. It just tells me that my return is cancelled and do I want a refund etc or call to change. Do you think Ill be able to check in tomorrow for the outbound flight online.
If you are unable to do OLCI tomorrow, just check-in at the airport. If outbound flights are still confirmed you are good to go regardless that return flight is cancelled.
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Old Aug 24, 21, 8:47 am
  #2253  
 
Join Date: Nov 2013
Posts: 211
Originally Posted by Radiation Station View Post
Apologies if this is a dumb question. If I pay for flights or a holiday with BA using evouchers to pay for the entire itinerary, will BA refund me in cash or evouchers? I have some evouchers I need to use, but I would be less keen to book a flight or apply them to a BAH balance if I knew BA could legally just refund part or whole of my booking expenditure in evoucher form in the event of involuntary cancellation.
as I understand it they can refund you in cash.
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Old Aug 24, 21, 9:03 am
  #2254  
 
Join Date: Mar 2020
Programs: British Airways GGL/CCR, Hilton Diamond & Marriott Gold
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If I cancel an BA flight, and then book at BA holiday - can I use the voucher towards it?
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Old Aug 24, 21, 10:27 am
  #2255  
 
Join Date: Jun 2001
Posts: 3,139
Originally Posted by stuvoi View Post
Yes, BA changed flights & hotel to different Island (Still on same booking). So they did the whole update in one go. As it was same booking, I didn't have to worry about refund / voucher and timing difference in being able to reuse them.

Not sure what Ash flow is, but glad it's ok.
ooops, Ash Flow was a typo.

ok (Avios) flights rebooked to BGI now.

unfortunately hotel on separate booking ref: was made at about the same time, but booked by BAH instead of BA (the whole relationship - or lack of sometimes! - is quite confusing). Trying to get hold of BAH now, through various routes to attempt to change the hotel.

Does anyone have the best number for them?

PCR was done today (ExpressTesr, in clinic): so should be fine.
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Old Aug 24, 21, 1:59 pm
  #2256  
 
Join Date: Mar 2018
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Originally Posted by Boo Boo View Post
ooops, Ash Flow was a typo.

ok (Avios) flights rebooked to BGI now.

unfortunately hotel on separate booking ref: was made at about the same time, but booked by BAH instead of BA (the whole relationship - or lack of sometimes! - is quite confusing). Trying to get hold of BAH now, through various routes to attempt to change the hotel.

Does anyone have the best number for them?

PCR was done today (ExpressTesr, in clinic): so should be fine.
I seem to remember anything within 72hrs of a trip can be dealt with by the duty office of BAH but Im sure others can correct me.
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Old Aug 25, 21, 7:49 am
  #2257  
 
Join Date: Jan 2002
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Have a trip booked early October IAD-LHR-MXP return for a family member's wedding - given Italy's current mini-quarantine for anyone even transiting the UK, is there any chance I could call BA and request to be moved to the BA codeshare (op by AA) itinerary DCA-JFK-MXP? Having to complete the quarantine would defeat the purpose of the trip.

I know that Italy may change it's rules at the end of the month, but I am trying to suss out options. Sadly, I did have a cancelation on the itinerary, but have already rebooked it.
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Old Aug 25, 21, 7:53 am
  #2258  
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Originally Posted by iadisgreat View Post
Have a trip booked early October IAD-LHR-MXP return for a family member's wedding - given Italy's current mini-quarantine for anyone even transiting the UK, is there any chance I could call BA and request to be moved to the BA codeshare (op by AA) itinerary DCA-JFK-MXP? Having to complete the quarantine would defeat the purpose of the trip.

I know that Italy may change it's rules at the end of the month, but I am trying to suss out options. Sadly, I did have a cancelation on the itinerary, but have already rebooked it.
you can certainly ask, but for any voluntary change whilst there is no change fee you will be liable for any fare difference.
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Old Aug 25, 21, 7:59 am
  #2259  
 
Join Date: Jan 2002
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Originally Posted by KARFA View Post
you can certainly ask, but for any voluntary change whilst there is no change fee you will be liable for any fare difference.
Thank you - hopefully there will be another cancelation. BA still has two flights a day IAD-LHR and has previously consistently canceled the early one (which I am on). I know that travel has picked up some, but perhaps they will do another cull soon.
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Old Aug 25, 21, 10:07 am
  #2260  
 
Join Date: May 2012
Location: London, UK
Programs: BA Gold, Hotels.com Gold
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I am sorry if I'm being stupid in not seeing the answer to this, for what I assume is a routine question by now.

Short version:

- Is the 300 mile rebooking limit a strict cut off or is 310 miles OK?
- If doing the above, are we allowed to change dates (slightly) too?

Details:

We have return flights LHR-Bologna in CE for October, booked in July more in hope than expectation. We finally pulled the trigger on booking to use the Olympics 20% discount code that was running at the time.

As it stands we can't go to Italy without a 5 day quarantine which would make the trip unviable. Therefore if that remains in force by October we would like to go somewhere else not in Italy, so thinking France or Spain. Nice would work, but that was the last place we travelled (start of March 2020, just as this was kicking in) so would prefer a different city.

Top contender in my mind is therefore Marseille, which is 310 miles from Bologna as the crow flies (taking airport to airport). Destinations in Spain would of course be further.

I believe our options are as follows:

1. Flight gets cancelled by BA - we can request a reroute for no additional fare. This would be our preferred option as the fares to Marseille are now higher than what we paid and may increase further by the time this is necessary. Exact amounts: return to Bologna was 216pp at the time, less 20% promo code, so paid 173. Marseille fares are around 300+ now for the same dates. Would of course rather not have to pay the difference between 173 and 300.

- However this is 310 miles so would that be allowed, or do we need to pick somewhere else?

- If we change destination using the above, can we also change dates? As we had plans for 8 days in Italy, but not sure what we'd do with that long in Marseille so would most likely shorten it a little.

2. Flight does not get cancelled by BA but we decide not to travel - in this case I think we can only ask for a voucher for the 173pp we paid which is fair enough.

Thanks very much.
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Old Aug 25, 21, 10:23 am
  #2261  
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I think up to 350 miles is generally allowable so you should be fine.

You can change dates with a change of gateway, but usually you are restricted to changes of up to -3/+14 days in those instances.

Bear in mind with chnage of gateway they have revised the policy so it only now applies to the actual flight cancelled and not the whole booking.

Yes if it isn't cancelled you can always get a FTV and this will be for the value of what you paid.
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Old Aug 25, 21, 10:28 am
  #2262  
 
Join Date: May 2012
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Originally Posted by KARFA View Post
I think up to 350 miles is generally allowable so you should be fine.

You can change dates with a change of gateway, but usually you are restricted to changes of up to -3/+14 days in those instances.

Bear in mind with chnage of gateway they have revised the policy so it only now applies to the actual flight cancelled and not the whole booking.

Yes if it isn't cancelled you can always get a FTV and this will be for the value of what you paid.
Thank you so much KARFA , and so quick too!

350 miles great, a day or two either side great - but do you mean therefore if they cancel LHR-BLQ outbound only we could change that leg to fly into Marseille but we'd still be stuck coming back from Bologna? In which case that would not help at all unfortunately.
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Old Aug 25, 21, 12:09 pm
  #2263  
 
Join Date: Jun 2001
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Originally Posted by EDIwanderer View Post
I seem to remember anything within 72hrs of a trip can be dealt with by the duty office of BAH but Im sure others can correct me.
All sorted now, thank you (although not through the duty office - more through perseverance on random BAH phone numbers).
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Old Aug 25, 21, 12:20 pm
  #2264  
 
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Originally Posted by gingerlucy View Post
Thank you so much KARFA , and so quick too!

350 miles great, a day or two either side great - but do you mean therefore if they cancel LHR-BLQ outbound only we could change that leg to fly into Marseille but we'd still be stuck coming back from Bologna? In which case that would not help at all unfortunately.
Yes that is the new rule, bizarre as it is. You can only change the sectors that are cancelled. Makes no sense whatsoever.
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Old Aug 25, 21, 1:56 pm
  #2265  
 
Join Date: Apr 2014
Location: LAX, SNA, LGB
Posts: 335
I am trying to rebook a BA cancelled flight to next year but keep getting "Your selected dates are either before today's date or are out of sequence. Please check and try again." no matter what date I choose. Is this a BA IT issue or am I doing something wrong?
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