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
#316
Join Date: Apr 2019
Posts: 45
"Is it urgent? I only ask as there are a lot of cancellations going out over the last day and this evening. If it can wait a few days it may be better to call back then when call volumes calm down."
I just want to make sure that I call the correct number and don't have to wait twice to speak to someone
I just want to make sure that I call the correct number and don't have to wait twice to speak to someone
Last edited by CosmoCosmo; Jan 16, 2021 at 11:43 am Reason: to include quote from previous poster
#317
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: 63,809
Time to do my "beware of maybe bookings" mantra I think.
#318
Join Date: Feb 2016
Programs: BA Gold
Posts: 343
Yes, normally that particular constraint is lifted so long as the other requirement (e.g. 1 year from ticketing etc) are met. The only exception appears to be those on the 50% Avios deal - they are currently constrained to end of June 2021 from most reports.
Time to do my "beware of maybe bookings" mantra I think.
Time to do my "beware of maybe bookings" mantra I think.
#319
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: 63,809
#320
Join Date: Feb 2016
Programs: BA Gold
Posts: 343
#321
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: 63,809
Well the basic principle is not to give unsecured zero interest loans - on BA's terms - to a company that could go bankrupt, when fares are likely to be depressed for some time to come. Almost all bookings at the moment are "maybe" bookings, so cash in the bank gives you more leverage on the situation - and more airlines - than a maybe booking. So take your money and run. This pandemic is unpredictable beyond the next 2 weeks or so, and even then it has many surprises. I've been saying this since about August 2020.
#322
Join Date: Feb 2016
Programs: BA Gold
Posts: 343
Well the basic principle is not to give unsecured zero interest loans - on BA's terms - to a company that could go bankrupt, when fares are likely to be depressed for some time to come. Almost all bookings at the moment are "maybe" bookings, so cash in the bank gives you more leverage on the situaition - and more airlines - than a maybe booking. So take your money and run. This pandemic is unpredictable beyond the next 2 weeks or so, and even then it has many surprises. I've been saying this since about August 2020.
#323
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: 63,809
And BA Holiday bookings are also ATOL protected, so even better. However that also means you don't get quite the same flexibility as the Flight Only customer guidance. It's possible BA will just refund you pro-actively anyway (which is an allowed remedy if you are covered by the package tour legislation). Various complications depend on the details, and BAH will rebook flights more liberally than Flight Only, but the hotel / car hire / Experience component has separate rules which don't always allow for a straight rebook.
#324
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,965
Yes it should be the 0800 727 800 number. When you call there should be one of the options which asks whether it is a booking made with avios so that should send you down the correct route.
#325
Join Date: Feb 2016
Programs: BA Gold
Posts: 343
And BA Holiday bookings are also ATOL protected, so even better. However that also means you don't get quite the same flexibility as the Flight Only customer guidance. It's possible BA will just refund you pro-actively anyway (which is an allowed remedy if you are covered by the package tour legislation). Various complications depend on the details, and BAH will rebook flights more liberally than Flight Only, but the hotel / car hire / Experience component has separate rules which don't always allow for a straight rebook.
#326
Join Date: Nov 2018
Location: BER
Programs: BA GGL, Hilton Diamond
Posts: 1,843
i have a BER-LHR-SOF//SOF-LHR-BER ticket which got hit by the cancellation wave now.
i know that it is possible to move the whole trip into the future up to the ticket validity.
is it possible to move only the BER-LHR-SOF part and refund the other half?
TIA
Nephoi
i know that it is possible to move the whole trip into the future up to the ticket validity.
is it possible to move only the BER-LHR-SOF part and refund the other half?
TIA
Nephoi
#327
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: 63,809
For a cash refund, no, for an FTV yes. For the FTV you would move the whole schedule including a fictious return date, travel the outbound then FTV the return - this of course depends on you still travelling within the dates of Buy With Confidence. The FTV would then be around half of the total spend. Obviously you should also check to see if calling in a full refund and rebooking from fresh would be more cost effective anyway.
#328
Join Date: Feb 2020
Programs: British airways emirates
Posts: 6
Hi, hoping there’ll be someone that can advise please. I have a holiday booking to Dubai on feb 13th booked with a FTV. When I booked the agent said I could cancel up to 3 weeks before I travel and claim the voucher back no problems. I don’t think current guidelines will change and allow travel before 13th feb but I’m happy to wait until the last minute. My question is can I do this and still claim the voucher back. I don’t want to lose it but can’t find any guidance if I go beyond the 3 week period. Many thanks in advance
#329
Join Date: Jan 2005
Programs: Aegean Airlines Silver, British Airways Gold, Virgin Atlantic Silver
Posts: 1,740
KUL
Anyone know what my options are for a cancelled KUL? Booked in the Avios 50% sale with an Amex 2-4-1 voucher.
December booking cancelled by BA, moved to March which is now also cancelled by BA, and of course route is now permanently cancelled.
thanks FT
December booking cancelled by BA, moved to March which is now also cancelled by BA, and of course route is now permanently cancelled.
thanks FT