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
#3421
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: 63,827
You will need to call, with all the ticket numbers lined up, and walk them through this. I can see that your sectors have been mashed up as you went through the long series of rebookings. Consequently it will probably need to go to the back office for calculation and this could be now quite a tedious process. But first things first, make sure you have all the emails lined up and can work out exactly what is due to you. This was absolulely the risk with sequential rebooking, unfortunately.
#3422
Join Date: Mar 2017
Location: Lincolnshire, UK
Programs: BA GGL - maybe only briefly!
Posts: 1,378
If he is relying purely on MMB it may be that it's only picking up free moves to the same booking class, whereas the policy allows a movement to other booking classes. So he should ring the BA number in Australia, for which there are no queues, and rebook to a later time. The exception will be if he has already accepted the earlier flight online, in which case any move will now cost extra.
#3423
Join Date: May 2016
Posts: 335
Thanks CWS so from reading this it is unsure if I lose the 241 voucher but will get the taxes back eventually via a FTV? Annoying as due to BA pulling out of TOKYO for a while I had just replaced the cancelled flight in the booking.
I need to replace potentially the two flights for next year one day earlier in each case so I guess would have to wait until availability becomes available to book again.
I need to replace potentially the two flights for next year one day earlier in each case so I guess would have to wait until availability becomes available to book again.
#3424
Join Date: Mar 2015
Programs: BA GGL
Posts: 2,447
Looking for expert advice on this one. Doing:
CDG-LHR-MIA-MSY // MSY-MIA-LHR-CDG
The CDG-LHR outbound only has been cancelled. Have been rebooked onto a flight that could technically work. However, with all the cancellations going on at the moment, I feel it would be safest to call and request the 300 mile rule as so:
LHR-DFW-MSY // MSY-MIA-LHR-CDG
Would it be possible to do this? i.e. Can I request both the 300 miles *and* a reroute (same dates, there is availability) on the outbound, owed to cancellation?
My other query is regarding the LHR-CDG return leg. This hasn't been cancelled (yet anyway) and therefore I assume the 300 mile rule would not be honoured for this part of the journey (it would have to also be cancelled)? Ideally would like to finish in London, but will fly onto Paris and get the train back if I have to.
Thanks!
CDG-LHR-MIA-MSY // MSY-MIA-LHR-CDG
The CDG-LHR outbound only has been cancelled. Have been rebooked onto a flight that could technically work. However, with all the cancellations going on at the moment, I feel it would be safest to call and request the 300 mile rule as so:
LHR-DFW-MSY // MSY-MIA-LHR-CDG
Would it be possible to do this? i.e. Can I request both the 300 miles *and* a reroute (same dates, there is availability) on the outbound, owed to cancellation?
My other query is regarding the LHR-CDG return leg. This hasn't been cancelled (yet anyway) and therefore I assume the 300 mile rule would not be honoured for this part of the journey (it would have to also be cancelled)? Ideally would like to finish in London, but will fly onto Paris and get the train back if I have to.
Thanks!
#3425
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: 63,827
The CDG-LHR section could simply be deleted because of the cancellation, but then you can't change the rest of the sectors if they are still viable. The 300 mile change of gateway rule is separate and can be combined with routing changes so long as you end up in MSY. However the 300 mile rule and delete cancellations both only apply to the cancelled flight, so the return would have to remain the same, unless something else happened, or you agree to a re-fare.
#3426
Hi,
Another question for the experts - in over an weeks time, I have the following routing - AMS-LHR-HEL (stop )-JFK. (next day)
Just received a cancellation for my AMS-LHR flight, there are other flights, but all sold out in J for the AMS-LHR flights, only remaining one is the first early morning flight out or one later in the afternoon, but brings me 2 hours later into HEL.
What are my options here? I was hoping I can request for AMS-HEL-LHR-JFK [just because I want to preserve the TP's earned] and not have addiitonal cost (the first flight out means I need to get a hotel or rent a car to get to the airport on time)
Cheers!
Another question for the experts - in over an weeks time, I have the following routing - AMS-LHR-HEL (stop )-JFK. (next day)
Just received a cancellation for my AMS-LHR flight, there are other flights, but all sold out in J for the AMS-LHR flights, only remaining one is the first early morning flight out or one later in the afternoon, but brings me 2 hours later into HEL.
What are my options here? I was hoping I can request for AMS-HEL-LHR-JFK [just because I want to preserve the TP's earned] and not have addiitonal cost (the first flight out means I need to get a hotel or rent a car to get to the airport on time)
Cheers!
#3427
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: 63,827
If the stop in HEL is under 24 hours, then if AY can offer the direct service AMS-HEL then that should be OK for rebooking. But I suspect the agent will suggest you take the flight that gets you into HEL 2 hours later, since that is the first option in their prioritisation. You could also switch to DUS or BRU if they work better.
#3428
If the stop in HEL is under 24 hours, then if AY can offer the direct service AMS-HEL then that should be OK for rebooking. But I suspect the agent will suggest you take the flight that gets you into HEL 2 hours later, since that is the first option in their prioritisation. You could also switch to DUS or BRU if they work better.
- still a week away
- there was still space available for the early flight
I was a bit tired to argue - and just accepted the early morning flight. (the other option was to fly from RTM, but that means I would need to schelp baggage from LCY via the tube/train to LHR which I was not interested in (done that before and it was not pleasant with the number of changes)
Cheers!
#3429
Join Date: Mar 2015
Programs: BA GGL
Posts: 2,447
The CDG-LHR section could simply be deleted because of the cancellation, but then you can't change the rest of the sectors if they are still viable. The 300 mile change of gateway rule is separate and can be combined with routing changes so long as you end up in MSY. However the 300 mile rule and delete cancellations both only apply to the cancelled flight, so the return would have to remain the same, unless something else happened, or you agree to a re-fare.
BA accepted the deletion of CDG-LHR without repricing, but refused any rerouting without repricing.
I said that was wrong, as it's a full cancellation, but a manager check later and still wouldn't allow LHR-MIA to be swapped for LHR-DFW plus onward connection.
Oh well!
Another question though: as CDG-LHR has been deleted, and the taxes will be refunded for that leg I believe, is it still possible to receive the original routing credit for the TPs or not?
Thanks!
#3430
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: 63,827
No, if you accept a refund then you accept that you're not getting ORC, would be my view and I suspect BA's too. But if the TPs would have triggered your BAEC renewal then you can use the cancellation to ask for it to be taken into account if you are short at membership year end.
#3431
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,772
Thanks for feedback.
BA accepted the deletion of CDG-LHR without repricing, but refused any rerouting without repricing.
I said that was wrong, as it's a full cancellation, but a manager check later and still wouldn't allow LHR-MIA to be swapped for LHR-DFW plus onward connection.
Oh well!
Another question though: as CDG-LHR has been deleted, and the taxes will be refunded for that leg I believe, is it still possible to receive the original routing credit for the TPs or not?
Thanks!
BA accepted the deletion of CDG-LHR without repricing, but refused any rerouting without repricing.
I said that was wrong, as it's a full cancellation, but a manager check later and still wouldn't allow LHR-MIA to be swapped for LHR-DFW plus onward connection.
Oh well!
Another question though: as CDG-LHR has been deleted, and the taxes will be refunded for that leg I believe, is it still possible to receive the original routing credit for the TPs or not?
Thanks!
#3433
Join Date: Jul 2021
Posts: 31
When you have 1 leg cancelled on the return, are you still able to change the outward itinerary?
I did this last year but before I call, I wanted to check if this is still possible and the rules haven’t changed.
Out , GLA- LHR- LAS return LAS-LAX-LHR-GLA. The LAS-LAX has been cancelled but I’d like to change the Outward to GLA-LHR-JFK-LAS.
it’s a BA Holiday and the extra TP would mean I could maintain Gold, so I’m hoping it’s still the same flexibility.
thank you
I did this last year but before I call, I wanted to check if this is still possible and the rules haven’t changed.
Out , GLA- LHR- LAS return LAS-LAX-LHR-GLA. The LAS-LAX has been cancelled but I’d like to change the Outward to GLA-LHR-JFK-LAS.
it’s a BA Holiday and the extra TP would mean I could maintain Gold, so I’m hoping it’s still the same flexibility.
thank you
#3434
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,772
When you have 1 leg cancelled on the return, are you still able to change the outward itinerary?
I did this last year but before I call, I wanted to check if this is still possible and the rules haven’t changed.
Out , GLA- LHR- LAS return LAS-LAX-LHR-GLA. The LAS-LAX has been cancelled but I’d like to change the Outward to GLA-LHR-JFK-LAS.
it’s a BA Holiday and the extra TP would mean I could maintain Gold, so I’m hoping it’s still the same flexibility.
thank you
I did this last year but before I call, I wanted to check if this is still possible and the rules haven’t changed.
Out , GLA- LHR- LAS return LAS-LAX-LHR-GLA. The LAS-LAX has been cancelled but I’d like to change the Outward to GLA-LHR-JFK-LAS.
it’s a BA Holiday and the extra TP would mean I could maintain Gold, so I’m hoping it’s still the same flexibility.
thank you
#3435
Join Date: Jul 2021
Posts: 31