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COVID-19 latest information

Policies

collapsedshowBook with Confidence for new and existing bookings

Bookings ticketed from 00:01 on 08 June 2022 will no longer be covered under this policy and any applicable Change fees will be governed by the fare rules on the ticket and the standard conditions of carriage.

Vouchers may only now be issued for bookings which were ticketed by 07 June 2022 with original travel to be completed by 30 Sep 2022.

Find out more (last updated 8 June 2022).

If your GDS provider does not support the functionality to issue a NON REFAUNDABLE RESIDUAL VALUE EMD (RSVT D/99I) on British Airways 125 tickets, plese use the E-Ticket re-issue with residual value webform

 

collapsedshowBook with Confidence & flexibility for NDC bookings

Servicing options may vary for bookings made via NDC. Find out more (last updated 8 June 2022)

NDC voucher issuance requests must always be requested using the NDC APIs or NDC voucher issuance webform NDC Credit Voucher Issuance webform.
We will consider the submission date when issuing vouchers and will guarantee all voucher requests as long as the request is submitted before the scheduled departure time.
Please note that we will no longer handle these requests by phone as a result.

You can raise credit voucher redemption requests in NDC. Please refer to the eligibility criteria before submitting the form. If you're unable to raise a request, please call your local NDC Trade Support team.

Refunds for disrupted NDC bookings can be requested via the NDC APIs. Please refer to documentation on the NDC Communications Hub.

Please process refunds using NDC APIs. If you're unable to do this, you can use the Refund Request form.

collapsedshowBook with Confidence for Groups (UK&I)

Find out more. (Last updated 14 June 2022)

collapsedshowBook with Confidence for Groups (Europe/LATAM/Africa)

Find out more. (Last updated 14 June 2022)

collapsedshowCancelled flights

If flights are cancelled, please refer to our standard customer guidelines.

collapsedshowGeneral Guidance

We have created a quick reference guide that may help you to decide on the options available to customers. Find out more

Customer guidelines

collapsedshowCustomer guidelines by country

Due to restrictions being imposed by many countries and a significant volume of flight cancellations, we have issued separate rebooking guidelines for travel to and from specific countries and for rebooking onto other airlines.

Find out more

collapsedshowPrincipal guidelines

Due to restrictions being imposed by many countries and a significant volume of flight cancellations, please use the principal guidelines for rebooking and refunding customers.

Find out more

We have issued specific guidelines by country as above.

collapsedshowStandard customer guidelines

For bookings that have been disrupted for reasons unrelated to COVID-19, please continue to use our standard customer guidelines.

Find out more

collapsedshowArchived guidelines

We have archived our customer guidelines from recent disruption so you can refer to them at any time.

Find out more