Our policies FAQs

Find out more about all charges, including what might be refundable. Additional information can be found on our passenger notices.

If you booked directly with us, your receipt has a breakdown of all charges. You can view it in Manage My Booking.

Service fees are separate from any ticket type charges and may be applied by us if you need to make a change to your booking, cancel your flight or buy new tickets from one of our agents.

To find out what service fees may be payable, use our service fees calculator.

Find out more about how booking and service fees apply to Avios bookings.

We hold data about you that we require for the purpose of conducting business with you. This may include details you have told us about any medical, disability, or health conditions you may have, payment details, contact information, and any special requirements you have specified.

If you’re flying to or through a country that requires this information, we will have to cancel your reservation and we won’t be able to carry you to or through that country.

Your data will be given to Border Control authorities like Customs, in countries that have a legal right to acquire the data. They may share it with other enforcement authorities to prevent and combat terrorism and other serious criminal offences.

Data is used for enforcement purposes, including use in threat analysis to identify and interdict potential terrorists, and other threats to national and public security. It’s also used to focus government resources on high-risk concerns, thereby facilitating and safeguarding bona-fide travellers.

At present, there’s a requirement in several countries including Australia, Canada, UK, USA and those in the EU that require carriers to grant access to passenger information.

Visit Manage My Booking to add your contact details to your account. 

If your case reference number starts with a 0, you can track your case here.

If your case reference number starts with a 1 or 2, you can use our chatbot to track your case. At the bottom of the Help Centre click 'Start Chat' and type in 'Check my case status'.

If your case starts with an 8, you won’t be able to track your case just yet. We’re working on adding this functionality soon.

You can also update or add extra details to your existing case if you'd like to. If you've got an open baggage claim, you can add extra information here.

If you haven't heard from us for a while, please bear with us. We can't escalate cases, but we'll get back to you as soon as we possibly can. In the meantime, please don't create a new case as it could mean a longer wait before we're able to give you an update.

We're pleased you've had a good experience with us and that our team really made a difference. To help us thank the right people, it would really help us if you could send your compliments using this form.

If you need to speak to us directly, you can message us on Whatsapp (English only) or call our contact centre.

We're so sorry that you've lost a loved one, and we’re mindful of what you and your loved ones may be going through at this time. We understand that bereavement can affect travel plans, and we may be able to help if the death is of a member of your travelling party or an immediate family member of yours or someone in your travelling party.

Please contact us on our dedicated compassionate line and we’ll do what we can to help during this difficult time.

Telephone: 0203 684 9677 (calls charged at local rate)
Monday - Friday, UK hours: 09:00-17:00

You should also review your travel insurance policy.

If you booked through a travel agent, please contact them directly.

Your tour operator has all the information on your baggage allowance, meal services and seat plans for your charter flight. They’ll also be able to help you with any special requests you have or to arrange extra help you may need during your journey.

For charter services leaving from regional airports operated using BA CityFlyer aircraft, additional baggage, seat selection and other flight extras may be booked in advance online. For all other British Airways charter services, please contact your tour operator directly with your query.

Charter flights don’t appear in our schedules or timetables online and as your booking is held with the tour operator, you’ll be unable to view the details on Manage My Booking or use online or mobile check-in. You can view your flight's real-time departure and/or arrival information.

As we receive such a large number of student enquiries, we're unable to provide tailored replies to individual requests. We're also unable to pass on questionnaires or surveys.

Students can find lots of information about British Airways online, including:

• Detailed financial and performance information, leadership and governance from the website of our parent company, IAG
• The British Airways Media Centre site, containing many airline fact sheets and press releases
• Information on our history and heritage
• Our social, environmental, and community programmes
• Updates on website and app enhancements, and new British Airways products and services in the 'What’s new' section

We’re not able to support or sponsor individuals taking part in charity challenges such as Jailbreaks or Escape and Evade events. 

We receive lots of charitable requests each year, but we’re only able to support organizations we have a long-standing relationship with. We currently support more than 130 projects worldwide, with our priorities focusing on education and youth development, the environment, and sustainable tourism as well as projects our staff are personally involved with. 

Find out more about the work we do to support charities. 

Despite not being able to support you with your Jailbreak or Escape and Evade, we wish you good luck for your trip and all the best with your fundraising.