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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 Mar 9, 21, 11:36 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 April 2023 (was April 2022). 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 1, 21, 8:08 am
  #1  
Moderator: British Airways Executive Club, Iberia Airlines, Airport Lounges and Carbon Conscious Travel
Original Poster
 
Join Date: Jan 2003
Location: London, UK
Posts: 20,620
Arrow BA Covid-19 Flight cancellations, rebooking, and refunds | Help and advice thread

This thread is a continuation of the Covid-19 BA Rebooking/Cancellation/Refund HELP & ADVICE *No Speculation etc* thread which since its launch in March 2020 has grown into a very lengthy thread. The key areas of advise have been copied over into this new thread - see post #2 immediately below this one.


IMPORTANT RULES OF ENGAGEMENT
Your post will be removed (either moved or deleted) without notice or explanation if it does not meet the following strict criteria for participation in this thread. Adherence to the rules is important because this thread exists to help people who are having questions or difficulties in connection with cancelled BA flights, rebooking options or obtaining refunds. Anything that does not meet the purpose of the thread will make it more difficult for people to seek or provide help.

  1. This is a thread for seeking or providing practical assistance to deal with specific BA flight cancellations, rebooking or refunds.
  2. No speculation, non-BA specific matters or rants please
  3. Please think before you post on this thread - "Is my post in the spirit of this thread"?
  4. Please be considerate towards those trying to help you - please do read the Wiki and the thread yourself first, before posting your question.
  5. Please only post questions that are not speculative - e.g. "Do you think BA will cancel BA [XXX]?" is not a suitable question for this thread.
  6. Please do not create another thread seeking or providing advice on BA cancellation/rebooking/refunds.
  7. General questions, comments etc. needs to be directed to BA Covid-19 news, views, speculations, general questions, rants & more


If you have a verifiable source of information, and you have over 90 posts on FT, please help by keeping the Wiki up-to-date.

Again, all general discussions and questions related to Covid-19 and BA are to be posted on the following thread.
BA Covid-19 news, views, speculations, general questions, rants & more

As before, please help others to help you and others. One of the ways of doing this by not contaminating this thread with anything that does not meet the posting criteria for this thread.

Thank you for your help.
Prospero is offline  
Old Jan 1, 21, 8:13 am
  #2  
Moderator: British Airways Executive Club, Iberia Airlines, Airport Lounges and Carbon Conscious Travel
Original Poster
 
Join Date: Jan 2003
Location: London, UK
Posts: 20,620
Key areas of advice

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 2022, 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.

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 April 2022. Rebooking may lead to a fare recalculation but no change fee.

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 31 August 2021, 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. See. 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.
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Prospero is offline  
Old Jan 1, 21, 9:02 am
  #3  
 
Join Date: Feb 2009
Programs: Executive Club
Posts: 451
Sharing some info which might help someone. My mother has been staying with me in Dominican Republic. She flew into Punta Cana PUJ just before the Dominican government banned all flights from the UK and was booked to return just after the ban finishes on 12th Jan. We think it's likely that the ban will be extended and any flights will probably be cancelled in Jan in any case due to the Tier 4 restrictions. Because of her age (in her 80's) we really wanted a non-stop flight to get her home without a transit stop. BA is sending an empty plane over from ANU on 2nd Jan to return the people who flew out with my mother, but no more flights after that. We decided to try to get her onto the 2nd Jan flight, called the Indian call centre and was told that because her flight hadn't been cancelled on 12th, she would have to pay for the change. HUACA and was told that there may be rebooking guidelines coming out for PUJ, so the very helpful guy I spoke to held a seat for her on the 2nd and told me to call again in 24 hours. Called again yesterday and told that there were no rebooking guidelines but the lady I spoke to said she would "dig deep" into guidelines and try to help. And she then came back and said that she is permitted to make one free of charge change in response to changing government regulations affecting a journey. Not sure if this is common knowledge, so sharing here in case it helps someone.

In summary, she said if government rules affect your trip at either end, you are entitled to one voluntary change free of charge.
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JessicaB is offline  
Old Jan 1, 21, 10:41 am
  #4  
 
Join Date: May 2016
Posts: 377
applying vouchers removes your 24hour cooling off rights

Had to cancel a flight for 2 people for tomorrow (LHR-FAO) due to government restrictions etc (was hoping BA was going to cancel but they havent)
Cancelled and quickly received a evoucher worth approx £200

Made a new booking online for 2 people LGW-FAO return and used voucher - total price now was approx. £400
- argg made a mistake (wrong date) - rang straight away (within 24hr cool down period) - was told bookings with vouchers are NOT covered by 24hr cooling off - but i could have another voucher, requested a new travel voucher - received an email with an FTV voucher code - now not possible to book online.

Rang BA, priced up a a few options, unknown to myself the agent "splits" the voucher codes so i can NOT use them on a single booking anymore, this means my travel partner no longer benefits from my silver benefits.. arrgghh disaster, luckily the lovely agent managed to get the FTVs put under a single reference again - but this took around 20mins, new booking references etc.

Lessons learnt - applying vouchers removes your 24hour cooling off rights, be careful when asking agents to check for prices, this may lead to the agent splitting your vouchers into new booking references.
babyg_wc is offline  
Old Jan 1, 21, 11:47 am
  #5  
BSS
 
Join Date: Jul 2014
Location: London
Programs: BAEC Silver
Posts: 9
I've booked some flights using a FTV about 2 weeks ago and I am yet to receive confirmation that they have been ticketed (flights are showing in MMB when the previous booking reference is entered) and actually more eager to receive the eVoucher (the flights cost less than the value of the FTV) as I'd like to book some more flights before they increase in price - how long does this usually take?
Thank you.
BSS is offline  
Old Jan 1, 21, 11:51 am
  #6  
 
Join Date: Apr 2012
Location: LON
Programs: Mucci, BAEC, Eurostar
Posts: 1,836
Originally Posted by BSS View Post
I've booked some flights using a FTV about 2 weeks ago and I am yet to receive confirmation that they have been ticketed (flights are showing in MMB when the previous booking reference is entered) and actually more eager to receive the eVoucher (the flights cost less than the value of the FTV) as I'd like to book some more flights before they increase in price - how long does this usually take?
Thank you.
That depends on when you're flight is. They are in a manual queue and are processed in order of departure, with the closest ones being ticketed first. My waiting time was about 3 weeks and was ticketed about 10 days out, but I think that last date was the most relevant. That was back in August.
alex67500 is offline  
Old Jan 1, 21, 12:48 pm
  #7  
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Join Date: Apr 2012
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Originally Posted by BSS View Post
I've booked some flights using a FTV about 2 weeks ago and I am yet to receive confirmation that they have been ticketed (flights are showing in MMB when the previous booking reference is entered) and actually more eager to receive the eVoucher (the flights cost less than the value of the FTV) as I'd like to book some more flights before they increase in price - how long does this usually take?
Thank you.
On the new ticket, you may not receive a new e-ticket email even when they are ticketed. I believe to try and reduced workload and get them done they are sometimes not sending them. Easy way to check is looking on MMB and clicking to view the ticket, or check against the flights in the app, or even look at the Finnair site MMB and click to order a email eticket.
KARFA is offline  
Old Jan 1, 21, 3:01 pm
  #8  
 
Join Date: Apr 2012
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Originally Posted by KARFA View Post
On the new ticket, you may not receive a new e-ticket email even when they are ticketed. I believe to try and reduced workload and get them done they are sometimes not sending them. Easy way to check is looking on MMB and clicking to view the ticket, or check against the flights in the app, or even look at the Finnair site MMB and click to order a email eticket.
My understanding is that you wouldn't get an email with the new e-ticket number but you'd still get one for the reissued FTV, that's what happened for me.
alex67500 is offline  
Old Jan 1, 21, 4:42 pm
  #9  
 
Join Date: Jan 2014
Posts: 403
Data point on rebookings...

I was on a cheap CW fare BRU-LHR-LAX-SFO in February. Service to and from BRU has been cut to once a day, and the arrival from BRU is after the departure of BA 269 to LAX. Then, AA cut the flight I was taking from LAX to SFO. I called BA (took five attempts before I was not automatically disconnected), and while it took a while for the agent to do it, I was able to get on the LHR-SFO direct and a £40 refund!
ShortDog is offline  
Old Jan 2, 21, 6:40 am
  #10  
 
Join Date: Apr 2005
Posts: 700
Originally Posted by ShortDog View Post
Data point on rebookings...

I was on a cheap CW fare BRU-LHR-LAX-SFO in February. Service to and from BRU has been cut to once a day, and the arrival from BRU is after the departure of BA 269 to LAX. Then, AA cut the flight I was taking from LAX to SFO. I called BA (took five attempts before I was not automatically disconnected), and while it took a while for the agent to do it, I was able to get on the LHR-SFO direct and a £40 refund!
Thatís good to know, thanks. Was the refund due to the change of LHR-LAX-SFO to LHR-SFO and/or you dropped the BRU-LHR sector too?

Last edited by jameslon; Jan 2, 21 at 7:16 am
jameslon is offline  
Old Jan 2, 21, 8:02 am
  #11  
 
Join Date: Mar 2017
Location: Lincolnshire, UK
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Complex FTV question - 241, as 2 x PNRs, with embedded joker.

We have a 241 trip to Japan in March which is unlikely to go (or we are unlikely to want to go). It was booked with a 241 voucher as 2 singles at T-355 then retrospectively 241'd. I then used a joker to move the return flight date. The 241 will have little or no life left on it, so an FTV looks to be the way forward and let us slip it all to 2022 - it should also preserve the joker.

Presumably we won't have to do the 2 separate bookings thing, as the joker should de-constrain any availability issues, but will it stay as 2 PNRs - or any other pointers as to how it will work? We can't cancel and rebook all in the same call as we want to slip it by a whole year. Normally, there would be additional 'taxes' to pay for a return vs 2 one-ways.

Obviously a call coming up, but it would be good to have the collective viewpoint/experience ahead of the call.
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Old Jan 2, 21, 8:54 am
  #12  
 
Join Date: Sep 2004
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Thank you. Subscribed to this refreshed thread - as we have a cancelled flight which needs to be sorted with BA in the next few months.
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Old Jan 2, 21, 10:18 am
  #13  
 
Join Date: Mar 2016
Posts: 27
I had a return ticket to Stockholm booked for Christmas Eve returning this coming Monday. The outbound got cancelled and we didn't go to Stockholm, the return flight is still showing as active in MMB and has not, yet, been cancelled.

Ideally I'd like to get the booking changed to a later date this year, if this can be done without incurring a fare difference (was a really cheap ticket originally). Is this possible and how can I trigger this? If not just getting a refund.

It appears BA still expect me to take the return flight on Monday, am I going to be listed as a 'no-show' and does this impact rebooking/ getting a refund?

Thanks as ever.
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Old Jan 2, 21, 10:30 am
  #14  
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The value in cancelling for a refund, presuming that this was a cash paid ticket, is that one has no idea what frequencies and other aspects of travel will look like later in the year. Perhaps another carrier will offer better value or schedule? Perhaps travel will not be adviseable at all.

If you take the refund, when it is close to the travel date, you can book what seems best for you.
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Old Jan 2, 21, 10:36 am
  #15  
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Originally Posted by Plu2370 View Post
I had a return ticket to Stockholm booked for Christmas Eve returning this coming Monday. The outbound got cancelled and we didn't go to Stockholm, the return flight is still showing as active in MMB and has not, yet, been cancelled.

Ideally I'd like to get the booking changed to a later date this year, if this can be done without incurring a fare difference (was a really cheap ticket originally). Is this possible and how can I trigger this? If not just getting a refund.

It appears BA still expect me to take the return flight on Monday, am I going to be listed as a 'no-show' and does this impact rebooking/ getting a refund?

Thanks as ever.
Hi Plu2370

You have a few options:

1. as one of your flights on your booking was cancelled you can ask for a full refund. You would need to call or can fill in the form here https://www.britishairways.com/trave...=covidn_refund

2. you can rebook for the same route for any dates up to 1 year from when you originally made the booking. you would likely have to call to do this. there won't be anything to pay to do this. you don't need same selling class availability, just space in the cabin. do you know when you want to rebook for?

3. you could apply for a future travel voucher and the value of your booking will just be held on this to be used towards a new booking anytime up to April 2022 - tbh i don't see any advantage of going for this option, and either 1 or 2 seem better for you.
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