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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 Jan 19, 21, 7:13 am
  #391  
 
Join Date: Nov 2017
Posts: 1,972
Originally Posted by oxtailsoup View Post
Thanks Confus. It is a flight only booking made up of cash, previous FTV and a GUF! But my understanding from a previous conversation with BA is that the complexity of how the flights were funded shouldn’t matter now as the booking (and thus any FTV) has a deemed value?
“Only” 3 payment sources... welcome to the difference between FT and the real world
By ‘simple’, really what is meant is paid direct with BA with a card, no changes, no reissues, no vouchers. This is what 95%+ of people will have. It’s not impossible that you’d get an e-voucher, but I’d be surprised, at least currently as the development is still underway. Really you’d be advised to call first to split the booking into multiple PNRs. It’s a simple thing to do, and you’ll then be able to do what you want with respect to each passenger. You won’t lose any ‘value’, but won’t lock yourself in to having to travel with only the same people.
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Old Jan 19, 21, 9:06 am
  #392  
 
Join Date: Sep 2010
Location: London, UK
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Entirely separate to my late summer plans in Asia (upthread), my LHR-RAK-LHR return trip at the end of Feb have now fallen to the Covid cancellations. These were booked on 30-Sep in the BA summer sale, and so were J class return at a very decent price.

Query is, whilst I know I can take a straight cash refund, if I choose to go and rebook, am I limited to:
- 12 months from booking date (i.e. rebookable for a flight departing until 30 Sep 2021)
- 12 months from cancellation date (i.e. rebookable for a flight departing until 19 Jan 2022)
- something completely different?

Tempted to kick the can down the curb for a November getaway, by which things will hopefully be better, but can get some pre-Christmas 2021 sun, so welcome guidance on what my options are.
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Old Jan 19, 21, 9:11 am
  #393  
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You are limited to 1 year from when you made the booking - technically when the ticket was issued but unless there was some complexity I assume the ticket was issued straight away as with most BA online bookings.

So that means you can rebook to the same route anytime up to 30 September 2021.

Try rebook online and see of that will allow you to pick November dates - sometimes it does allow beyond 1 year. However, if you call you are pretty much going to get the answer in line with the policy.
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Old Jan 19, 21, 12:40 pm
  #394  
 
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Hilton Diamond, Virgin Traveller, PUCCI Fan Club
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Originally Posted by Confus View Post
“Only” 3 payment sources... welcome to the difference between FT and the real world
By ‘simple’, really what is meant is paid direct with BA with a card, no changes, no reissues, no vouchers. This is what 95%+ of people will have. It’s not impossible that you’d get an e-voucher, but I’d be surprised, at least currently as the development is still underway. Really you’d be advised to call first to split the booking into multiple PNRs. It’s a simple thing to do, and you’ll then be able to do what you want with respect to each passenger. You won’t lose any ‘value’, but won’t lock yourself in to having to travel with only the same people.
Thanks Confus. However I didn’t explain myself properly (not unusual for me ). What I mean is that if the flights have a deemed value of say £5000 and there are four passengers, I want to be able to use the full £5000 myself for how I see fit... I.e. a holiday away for myself and the wife next year perhaps. What I’m trying to avoid is a situation where BA split the future vouchers up as £1250 per passenger, after all I paid for the flights myself. Sounds selfish but do you see what I mean?

Thanks!
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Old Jan 19, 21, 12:49 pm
  #395  
 
Join Date: May 2014
Location: UK
Programs: BA Gold
Posts: 9,730
If you carve off passengers under a FTV the vouchers are for them. So you’d have two x £1,250 for you and your wife. There are convoluted ways around releasing the cash for the other pax
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Old Jan 19, 21, 1:08 pm
  #396  
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
 
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Originally Posted by oxtailsoup View Post
Thanks Confus. However I didn’t explain myself properly (not unusual for me ). What I mean is that if the flights have a deemed value of say £5000 and there are four passengers, I want to be able to use the full £5000 myself for how I see fit... I.e. a holiday away for myself and the wife next year perhaps. What I’m trying to avoid is a situation where BA split the future vouchers up as £1250 per passenger, after all I paid for the flights myself. Sounds selfish but do you see what I mean?,
You can ask for a mega voucher, where all the people on booking1 get coalesced into a single FTV which you can then deploy on booking 2, so long as you remain the lead passenger.
https://www.britishairways.com/trave...1&wfpId=covidn

However as above, this doesn't always work if the booking was complex to begin with, at which point you would end up with 1 non transferable FTV per original passenger.
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Old Jan 19, 21, 1:23 pm
  #397  
 
Join Date: May 2008
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Thanks both. I’ll discuss it with BA soon.
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Old Jan 19, 21, 2:49 pm
  #398  
 
Join Date: Sep 2019
Posts: 35
Does it often happen after a cancellation that there is no way into MMB to rebook? I had a SZG-LHR flight in March cancelled at the weekend (no email about it, they just said my seats had been changed, oddly others I am travelling with on different bookings did get an email), when trying to get into MMB it redirects to a "sorry your flight was cancelled" page and at the bottom just says to contact them. It's the second time this trip has been cancelled, first time I could get into MMB to change it but this time I'm just stuck on that page. It's not desperately urgent so I'm not that fussed, just a bit bemused as to why it is doing it. I've got connections to NCL on the same booking (which were also cancelled a couple of days beforehand and rebooked onto alternatives which make the connection impossible) so not sure if it's now just all too complicated for the creaking IT and it has given up!
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Old Jan 19, 21, 3:22 pm
  #399  
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Originally Posted by taranty View Post
Does it often happen after a cancellation that there is no way into MMB to rebook?
Yes, and that was the situation pre-Covid too. Anything that complicates a booking will take it out of the self serve channel, so particularly if you had changed something already and / or connecting flights will mean you have to call up. If you have a point to point service, paid with cash and no other complications then you are more likely to be still in the self serve channel.
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Old Jan 20, 21, 2:50 am
  #400  
 
Join Date: Sep 2019
Posts: 35
Originally Posted by corporate-wage-slave View Post
Yes, and that was the situation pre-Covid too. Anything that complicates a booking will take it out of the self serve channel, so particularly if you had changed something already and / or connecting flights will mean you have to call up. If you have a point to point service, paid with cash and no other complications then you are more likely to be still in the self serve channel.
Thanks. It does seem very random. This is the thrd enforced change, first one was to change the connections and that had me stuck on the redirect page. Second change was to cancel one of the SZG legs and that time I could get into MMB no problem to rebook the whole trip. Third change involved connections and then cancelling one of the SZG flights and I'm back to not having access to MMB. I guess there is little point trying to find a pattern to it, the IT is what it is!
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Old Jan 20, 21, 4:23 am
  #401  
 
Join Date: Jul 2020
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Like many I had my Christmas short haul flights cancelled. Since then I've just left the cancellation under the impression I can just call up and rebook the flights once we're allowed to travel again.

But I've just noticed that I booked these flights way back in April. Due to restrictions in both origin and destination it looks impossible that I am able to rebook these cancelled flights for a date before my 1 year booking anniversary sadly.

Does this now mean that even though the flights were only last month, BA won't rebook me past April and I have no choice but call for a refund?
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Old Jan 20, 21, 4:40 am
  #402  
 
Join Date: Jun 2017
Posts: 110
I have a flight from LHR to the USA in a month. Do you think it will get cancelled due to Biden travel restrictions?
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Old Jan 20, 21, 4:47 am
  #403  
 
Join Date: May 2014
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Which route ? The main 4/5 US cities have continued with flights daily throughout
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Old Jan 20, 21, 5:15 am
  #404  
 
Join Date: Nov 2017
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Originally Posted by taranty View Post
Thanks. It does seem very random. This is the thrd enforced change, first one was to change the connections and that had me stuck on the redirect page. Second change was to cancel one of the SZG legs and that time I could get into MMB no problem to rebook the whole trip. Third change involved connections and then cancelling one of the SZG flights and I'm back to not having access to MMB. I guess there is little point trying to find a pattern to it, the IT is what it is!
I suspect the first change was handled as a reval, which would have meant you kept the same ticket number. The second change probably involved a reissue, i.e. a new ticket number. This then pushed you offline for the third. If you do want to find a pattern, you could look back through your email history to check!
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Old Jan 20, 21, 6:01 am
  #405  
 
Join Date: Jun 2017
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Originally Posted by mikeyfly View Post
Which route ? The main 4/5 US cities have continued with flights daily throughout

LHR to MIA
Is that one of the main ones?
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