Standard customer guidelines

Standard customer guidelines should be used during disruption eg cancellation, delays and schedule changes.

Sometimes we offer additional flexibility and issue specific rebooking guidelines during disruption. When applicable, these guidelines are linked from the 'Customer Guidelines' section on the batraveltrade.com homepage. You can also view archived guidelines if you need to refer back to them.

You should add customer contact details into bookings so we're able to send updates during disruption. Find out more

Disrupted customers may also be eligible for compensation through EU Regulation 261/2004. Find out more

Flight cancellations

The following standard customer guidelines are for rebooking and refunds for a cancelled flight on BA 125 ticketed customers for:

  • British Airways / Iberia / British Airways*codeshare - any route
  • American Airlines / Japan Airlines / Finnair - Joint Business or connecting service on a Joint Business booking 
  • Qatar Airways - Joint Business or connecting service on a Joint Business booking
  • Prime any carrier - non Joint Business route
collapsedshowCancelled flights - BA or IB

For cancelled British Airways or Iberia flights, any of the following rebooking or refund options are available:

Option 1 - Rebook BA/IB   Rebook onto any BA or IB operated service  
Routing Same point of origin and destination 
Period Within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not available, the lowest class available in the same cabin 
Important information May include a change of airports in the same city as original
IB flights - only use U, P, G or X class if booked originally in these classes
Includes connecting services on BA/IB if issued on the same ticket
Includes BA Franchisee/subsidiary services

 

Option 2 - Rebook BA/IB   Rebook onto any BA or IB operated service 
Routing Same point of origin and destination 
Period More than 3 days before or more than 14 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original 
Important information May include a change of airports in the same point of origin/destination
Includes connecting services on BA/IB if issued on the same ticket
Includes BA Franchisee/subsidiary services

 

Option 3 - Rebook AJB/SJB Joint Business   Disrupted Atlantic Joint Business routing: rebook AA or AY operated services
Disrupted Siberian Joint Business routing: rebook JL or AY operated services
Routing Same point of origin and destination via a Joint Business routing
Period Within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information May include a change of airports in the same city
Includes any connecting services that are Joint Business 'Back and Beyonds' if issued on the same ticket
Check class mapping if re-booking onto an alternative JB carrier

 

Option 4 - Rebook AJB/SJB Joint Business Disrupted Atlantic Joint Business routing: rebook AA or AY operated services
Disrupted Siberian Joint Business routing: rebook JL or AY operated services
Routing Same point of origin and destination via a Joint Business routing
Period More than 3 days before or more than 14 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original 
Important information May include a change of airports in the same city
Includes any connecting services that are Joint Business 'Back and Beyonds' if issued on the same ticket
Check class mapping if re-booking onto an alternative JB carrier

 

Option 5 - Rebook BA/QR Joint Business (excludes IB) Disrupted BA/QR Joint Business routing: rebook onto QR Joint Business services
Routing Same point of origin and destination via a Joint Business routing
Period Within 3 days before or up to 3 days after the original departure date
Allowance Rebook into the same class as original or if not avaible, the lowest class available in the same cabin
Exception: Only on the LHR-DOH-LHR route, Customers originally booked in Z class can only be rebooked onto QR's services in the lowest available class in Business cabin (J, C, D, I, R, U booking classes). Use cabin downgrade policy for refunding redemption ticket
Important information May include a change of airports in the same city
Includes any connecting services that are Joint Business 'Back and Beyonds' if issued on the same ticket
If booking QR prime flight, must insert OC QR INVOL AGMNT BA

 

Option 6 - Rebook BA/QR Joint Business (excludes IB) Disrupted BA/QR Joint Business routing: rebook onto QR Joint Business services
Routing Same point of origin and destination via a Joint Business routing
Period More than 3 days before or more than 3 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original 
Exception: Only on the LHR-DOH-LHR route, Customers originally booked in Z class can only be rebooked onto QR's services in the lowest available class in Business cabin (J, C, D, I, R, U booking classes).  Use cabin downgrade policy for refunding redemption ticket
Important information May include a change of airports in the same city
Includes any connecting services that are Joint Business 'Back and Beyonds' if issued on the same ticket
If booking QR prime flight, must insert OC QR INVOL AGMNT BA

 

Option 7 - change of gateway   BA - any route
IB, AA, AY, JL - Joint Business operated route  
Routing Reroute to an alternative gateway within 300 miles radius of the original point of origin or destination
Period Within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information Includes any connecting services that are BA or Joint Business 'Back and Beyonds' if included on the same ticket
Check class mapping if re-booking onto an alternative JB carrier
IB flights - Only use U, P, G or X class if booked originally in these classes
Must advise customer that travel to/from original points are at their expense, including consequential costs, e.g. car hire, hotel, etc.
Add remark into the booking stating that customer has been advised of the above
Involuntary reissue is made with no re-pricing to the ticket
If customer insists that the new journey is requoted and this results in a higher fare, including taxes, fees and charges, the customer will need to pay any additional amount. 
Includes BA Franchisee/subsidiary services

 

Option 8  - Rebook oneworld *You must contact Trade Support for this option*
Rebook onto any oneworld prime flight

Available when a oneworld flight has been cancelled within the past 24 hours
Routing Must be same point of origin and destination via a oneworld routing 
Period Within 24 hours of original cancelled flight
Allowance Rebook into the same class as original or if not available, the lowest class available in the same cabin (must be booked within ticket validity)
Important information You must contact Trade Support for this option
Applicable for BA-125 tickets only
May include a change of airports in the same city

 

Option 9 - Full or Part Refund
BA-125 tickets only
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for then the only option will be a refund of the hold fees
collapsedshowCancelled flights - Joint Business AA, AY or JL

 For cancelled American Airlines, Finnair or Japan Airlines Joint Business flights, any of the following rebooking or refund options are available:

Option 1 - Rebook Joint Business Atlantic Joint Business routing: rebook BA, IB, AA or AY operated services 
Siberian Joint Business routing: rebook BA, IB, JL or AY operated services
Routing Same point of origin and destination via a Joint Business routing
Period Within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not, available the lowest class available in the same cabin 
Important information May include a change of airports in the same city
Includes BA*EC services
Includes any connecting services that are Joint Business 'Back and 'Beyonds' if issued on the same ticket
Check class mapping if re-booking onto an alternative JB carrier
IB flights - only use U, P, G or X class if booked originally in these classes

 

Option 2 - Rebook Joint Business Atlantic Joint Business routing: rebook BA, IB, AA or AY operated services 
Siberian Joint Business routing: rebook BA, IB, JL or AY operated services
Routing Same point of origin and destination via a Joint Business routing
Period More than 3 days before or more than 14 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original 
Important information May include a change of airports in the same city
Includes BA*EC services
Includes any connecting services that are Joint Business 'Back and 'Beyonds' if issued on the same ticket
Check class mapping if re-booking onto an alternative JB carrier 

 

Option 3 - change of gateway Rebook onto BA - any route
IB, AA, AY, JL - Joint Business operated route 
Routing Reroute to an alternative gateway within 300 miles radius of the original point of origin or destination
Period Within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not available, the lowest class available in the same cabin
Important information Includes any connecting services that are BA or Joint Business 'Back and 'Beyonds' if issued on the same ticket
Check class mapping if re-booking onto an alternative JB carrier 
IB flights - only use U, P, G or X class if booked originally in these classes
Must advise customer that travel to/from original points are at their expense, including consequential costs, e.g. car hire, hotel, etc.
Add remark into the booking stating that customer has been advised of the above
Involuntary reissue is made with no re-pricing to the ticket
If customer insists that the new journey is requoted and this results in a higher fare, including taxes, fees and charges, the customer will need to pay any additional amount. 
Includes BA Franchisee/subsidiary services

 

Option 4  - Rebook oneworld *You must contact Trade Support for this option*
Rebook onto any oneworld prime flight

Available when a oneworld flight has been cancelled within the past 24 hours
Routing Must be same point of origin and destination via a oneworld routing 
Period Within 24 hours of original cancelled flight (flight must be booked within ticket validity)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information You must contact Trade Support for this option
Applicable for BA-125 tickets only
May include a change of airports in the same city, If connecting flights are on the same ticket, rebook using oneworld services up to the same point of origin and destination
IB flights - Only use U, P, G or X class if booked originally in these classes
May include a change of airports in the same city

 

Option 5 - Full or Part Refund
BA-125 tickets only
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for then the only option will be a refund of the hold fees

collapsedshowCancelled flights - Joint Business QR

For cancelled Qatar / BA*QR Joint Business flights, any of the following rebooking or refund options are available:

Option 1 - Rebook Joint Business Rebook onto QR or BA Joint Business operated services 
Routing Same point of origin and destination via a Joint Business routing (see below for definition)
Period Within 3 days before or up to 3 days after the original departure date
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Exception: Only on the LHR-DOH-LHR route, Customers originally booked in Z class can only be rebooked onto QR's services in the lowest available class in Business cabin (J, C, D, I, R, U booking classes). Use cabin downgrade policy for refunding redemption ticket
Important information If originally a BA*QR, also rebook using the BA*QR flight code if still available on the same route. If not available rebook into QR Prime
If booking QR prime flight, must insert OS QR INVOL AGMNT BA
For cancelled BA*QR codeshare flights, also see BA*Codeshare for additional rebooking flexibility on BA flights
May include a change of airports in the same city
Includes any connecting services that are Joint Business 'Back and 'Beyonds' if issued on the same ticket (see destinations below)

 

Option 2 - Rebook Joint Business Rebook onto QR or BA Joint Business operated services
Routing Same point of origin and destination via a Joint Business routing (see below for definition)
Period More than 3 days before or more than 3 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original 
Exception: Only on the LHR-DOH-LHR route, Customers originally booked in Z class can only be rebooked onto QR's services in the lowest available class in Business cabin (J, C, D, I, R, U booking classes). Use cabin downgrade policy for refunding redemption ticket
Important information If originally a BA*QR, also rebook using the BA*QR flight code if still available on the same route. If not available rebook into QR Prime
If booking QR prime flight, must insert OS QR INVOL AGMNT BA
For cancelled BA*QR codeshare flights, also see BA*Codeshare for additional rebooking flexibility on BA flights
May include a change of airports in the same city
Includes any connecting services that are Joint Business 'Back and 'Beyonds' if issued on the same ticket (see destinations below)

 

Option 3 - Full or Part Refund
BA-125 tickets only
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for then the only option will be a refund of the hold fees

 

Option 4  - Rebook oneworld *You must contact Trade Support for this option*
Rebook onto any oneworld prime flight
Available when a oneworld flight has been cancelled within the past 24 hours
Routing Must be same point of origin and destination via a oneworld routing 
Period Within 24 hours of original cancelled flight (must be booked within ticket validity)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information You must contact Trade Support for this option
Applicable for BA-125 tickets only
May include a change of airports in the same city


BA/QR Joint Business is defined as a booking between the UK and DOH (Doha) on BA or QR operated services, with any of the following 'back and beyonds' issued on the same ticket:

Bangladesh - DAC (Dhaka)
Cambodia - PNH (Phnom Penh)
Djibouti - JIB (Djibouti)
Egypt - HBE (Alexandria) / LXR (Luxor)
Eritrea - ASM (Asmara)
Ethiopia - ADD (Addis Ababa)
India - AMD (Ahmedabad) / ATQ (Amritsar) / COK (Kochi) / CCU (Calcutta) / TRV (Trivandrum) / CCJ (Kozhikode) / NAG (Nagpur)
Indonesia - DPS (Denpasar)
Iraq - EBL (Erbil) / BGW (Baghdad) / ISU (Sulaymaniyah) / BSR (Basra) / NJF (Al Najaf)
Myanmar - RGN (Rangoon)
Nepal - KTM (Kathmandu)
Oman - SLL (Salalah)
Pakistan - ISB (Islamabad) / LHE (Lahore) / KHI (Karachi) / PEW (Peshawar) / SKT (Sialkot) / MUX (Multan) / LYP (Faisalabad)
Phillippines - CRK (Clark International)
Rwanda - KGL (Kigali)
Saudi Arabia - MED (Madinah) / ELQ (Gassim) / TIF (Taif) / AHB (Abha)
Seychelles - SEZ (Mahe, Seychelles)
Sri Lanka - CMB (Colombo)
Sudan - KRT (Khartoum)
Tanzania - DAR (Dar es Salaam) / JRO (Kilimanjaro) / ZNZ (Zanzibar)
Thailand - KBV (Krabi) / CNX (Chiang Mai)
Uganda - EBB (Entebbe)
UAE - SHJ (Sharjah) / RKT (Ras Al Khaimah)
Vietnam - SGN (Saigon)

collapsedshowCancelled flights - Codeshare BA*EI

For cancelled British Airways marketed and Aer Lingus operated flights, any of the following rebooking or refund options are available:

Option 1 - Rebook BA*EI Rebook onto BA*EI 
Routing Same routing
Period Closest date possible to the original (must be booked within ticket validity)
Allowance Rebook into the same class as original or if not available, the lowest class available in the same cabin
Important information Includes BA*EI connecting services that are issued on the same ticket
Not applicable for EI Prime, these can only be rebooked into the same class as original or class allowed in the fare rules
Not available for disrupted customers from BA prime flights
BA*EI services are not part of the Joint Business       

 

Option 2 - Rebook BA Rebook onto any BA operated services
Routing Same point of origin and destination via LON
Period Within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not available, the lowest class available in the same cabin
Important information May include a change of airports in the same city as original
Includes connecting services on BA if issued on the same ticket
Includes BA Franchisee/subsidiary services

 

Option 3 - Rebook BA Rebook onto any BA operated services
Routing Same point of origin and destination via LON
Period More than 3 days before or more than 14 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original
Important information May include a change of airports in the same point of origin / destination
Includes connecting services on BA/IB if issued on the same ticket
Includes BA Franchisee/subsidiary services

  

Option 4 - Full or Part Refund
BA-125 tickets only
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for then the only option will be a refund of the hold fees
collapsedshowCancelled flights - Codeshare BA*LM

For cancelled British Airways marketed and Loganair operated flights, any of the following rebooking or refund options are available:

Option 1 - Rebook BA*LM Rebook onto BA*LM
Routing Same routing
Period Closest date possible to the original (must be booked within ticket validity)
Allowance Rebook into the same class as original or if not available, the lowest class available in the same cabin
Important information Includes BA*LM connecting services that are issued on the same ticket
Not applicable for LM Prime, these can only be rebooked into the same class as original or class allowed in the fare rules
BA*LM services are not part of the Joint Business       

Option 2 - BA Destination Change Rebook onto BA*LM 
Routing Customers may use the value of their ticket towards the purchase of a brand new ticket to any alternative destination
Important information Only applicable fo BA-125 Direct issued tickets
New ticket is quoted using current price but any change or offline service fees are not charged
Any additional amount to be paid by the customer
Any residual amount to be refunded back to the card of original payment
includes BA Franchisee/subsidiary services        

Option 3 - Full or Part Refund
BA-125 tickets only
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for then the only option will be a refund of the hold fees

 

collapsedshowCancelled flights - Codeshare BA*VY

 For cancelled British Airways marketed and Vueling operated flights, any of the following rebooking or refund options are available:

Option 1 - Rebook BA*VY Rebook onto BA*VY
Routing Same routing
Period Within 15 days before or up to 15 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information Includes BA*VY connecting services that are issued on the same ticket
Do not rebook into I. U or D classes unless originally booked in these
Not available for disrupted customers from BA prime flights                  

 

Option 2 - Rebook BA Rebook onto any BA operated services
Routing Same point of origin and destination via LON
Period Within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information May include a change of airports in the same city as original
Includes connecting services on BA if issued on the same ticket
Includes BA Franchisee/subsidiary services

 

Option 3 - Rebook BA Rebook onto any BA operated services
Routing Same point of origin and destination via LON
Period More than 3 days before or more than 14 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original
Important information May include a change of airports in the same point of origin / destination
Includes connecting services on BA/IB if issued on the same ticket
Includes BA Franchisee/subsidiary services

  

Option 4 - Full or Part Refund
BA-125 tickets only
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for then the only option will be a refund of the hold fees
collapsedshowFlight cancellations - BA*Codeshare

For cancelled British Airways marketed and codeshare operated flights, any of the following rebooking or refund options are available: (except BA*IB, BA*EI, BA*VY or BA*Joint Business)

Option 1 - Rebook BA*Codeshare Rebook onto BA* same codeshare as original 
Routing Same routing (or routing allowed in the fare rules)
Period Closest date possible to the original (must be booked within ticket validity)
Allowance Rebook into the same class as original (or booking class allowed in the fare rules)
Important information Alternatively check with the disrupting carrier as they may have rebooking guidelines available for their customers that you can follow
Always add remarks if rebooking from another carrier's guidelines
Includes BA*codeshare connecting srvices that are issued on the same ticket

 

Option 2 - Rebook BA Rebook onto any BA operated services
Routing Same point of origin and destination via LON
Period Within 3 days before or up to 14 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information May include a change of airports in the same city as original
Includes connecting services on BA/IB if issued on the same ticket
Includes BA Franchisee/subsidiary services

 

Option 3 - rebook onto BA Rebook onto any BA operated services
Routing Same point of origin and destination via LON
Period More than 3 days before or more than 14 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original
Important information May include a change of airports in the same point of origin / destination
Includes connecting services on BA/IB if issued on the same ticket
Includes BA Franchisee/subsidiary services

  

Option 4 - Full or Part Refund
BA-125 tickets only
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for then the only option will be a refund of the hold fees

 

Option 5  - Rebook oneworld *You must contact Trade Support for this option*
Rebook onto any oneworld prime flight
Available when a oneworld flight has been cancelled within the past 24 hours
Routing Must be same point of origin and destination via a oneworld routing 
Period Within 24 hours of original cancelled flight (must be booked within ticket validity)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information You must contact Trade Support for this option
Applicable for BA-125 tickets only
May include a change of airports in the same city

collapsedshowFlight cancellations - Prime other carrier

For cancelled Prime other carrier flights, any of the following rebooking or refund options are available: (except IB any route, plus AA, AY and JL Joint Business)

Option 1 - Rebook Prime flight codes Prime - rebook onto the same carrier's code as original 
Routing Same routing (or routing allowed in the fare rules)
Period Closest date possible to the original (must be booked within ticket validity)
Allowance Rebook into the same class as original (or booking class allowed in the fare rules)
Important information Alternatively check with the disrupting carrier as they may have rebooking guidelines available for their customers that you can follow
Must add OS**INVOL REROUTE BA (** = two letter code of the carrier)
Includes Prime other carrier connecting services that are issued on the same ticket

  

Option 2 - Full or Part Refund
BA-125 tickets only
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for then the only option will be a refund of the hold fees

 

Option 3  - Rebook oneworld *You must contact Trade Support for this option*
Rebook onto any oneworld prime flight
Available when a oneworld flight has been cancelled within the past 24 hours
Routing Must be same point of origin and destination via a oneworld routing 
Period Within 24 hours of original cancelled flight (must be booked within ticket validity)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information You must contact Trade Support for this option
Applicable for BA-125 tickets only
May include a change of airports in the same city

Flight delays

The following standard customer guidelines are for rebooking and refunds for delays on the day of departure for:

  • British Airways - any route (applicable for any customer regardless of which carrier's ticket they hold)

Delays should be validated through ba.com Flight Status

Customers booked on flights operated by other carriers should contact their operating carrier for rebooking assistance.

Customers that have already checked in should not be rebooked until you have offloaded from the flight 
Customers that have checked in bags should not be rebooked and should seek assistance at the airport.

collapsedshowDelayed shorthaul flights - more than 2 hours

For delayed British Airways shorthaul flights of 2 hours or more, any of the following rebooking or refund options are available:

Option 1 - Rebook BA Rebook onto any BA operated service  
Routing Same point of origin and destination 
Period Within 3 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not available, the lowest class available in the same cabin 
Important information

May include a change of airports in the same city as original
Includes OpenSkies, BA CityFlyer and BA Franchisee operated services
Includes connecting services on BA if issued on the same ticket
For shorthaul day return trips on the same ticket may also rebook the return leg
Transfer point must remain the same unless alternative routing allowed in the fare rules

 

Option 2 - Rebook BA Rebook onto any BA operated service 
Routing Same point of origin and destination 
Period More than 3 days before after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original 
Important information May include a change of airports in the same city as original
Includes OpenSkies, BA CityFlyer and BA Franchisee operated services
Includes connecting services on BA if issued on the same ticket
For shorthaul day return trips on the same ticket may also rebook the return leg
Transfer point must remain the same unless alternative routing allowed in the fare rules

 

Option 3 - Full or Part Refund
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
collapsedshowDelayed longhaul flights - more than 5 hours

For British Airways longhaul flights delayed for 5 hours or more, any of the following rebooking or refund options are available:

Option 1 - Rebook BA Rebook onto BA operated services 
Routing Same point of origin and destination 
Period Within 3 days after the original departure date (ticket validity may be extended)
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin 
Important information May include a change of airports in the same city as original
Includes OpenSkies, BA CityFlyer and BA Franchisee operated services
Includes any connecting services on BA if issued on the same ticket
Transfer point must remain the same unless alternative routing allowed in the fare rules
If required ticket validity may be extended

 

Option 2 - Rebook BA Rebook onto BA operated services
Routing Same point of origin and destination 
Period More than 3 days after the original departure date (must be booked within ticket validity)
Allowance Rebook into the same class as original 
Important information May include a change of airports in the same city as original
Includes OpenSkies, BA CityFlyer and BA Franchisee operated services
Includes any connecting services on BA if issued on the same ticket
For shorthaul day return trips on the same ticket, the return leg may also be rebooked
Transfer point must remain the same unless alternative routing allowed in the fare rules
Must be booked within the ticket validity

Allowance Rebook into the same class as original

Option 3 - Full or Part Refund
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you

Schedule changes

The following standard customer guidelines are for rebooking and refunds for schedule changes for:

  • British Airways - any route 
  • Iberia / American Airlines / Japan Airlines / Finnair - Joint Business or connecting service on a Joint Business booking
  • Qatar Airways - Joint Business or connecting service on a Joint Business booking
  • British Airways* codeshare on any carrier - non Joint Business route
  • Prime any carrier - non Joint Business route

Guidelines are available for BA-125 ticketed customers on commercial and redemption bookings.

Flights with schedule changes are generally shown as UN status in the booking and the same flight number with a revised date or timings is added as a TK status.

collapsedshowSchedule changes - BA

For schedule changes on British Airways operated flights, any of the following rebooking or refund options are available:

Option 1 - Rebook BA Rebook onto any BA operated service 
Routing Same point of origin and destination 
Period Within 2 days before or up to 2 days after the original departure date
Allowance Rebook into the same class as original or if not available, the lowest class available in the same cabin 
Important information

May include a change of airports in the same city as original
Includes OpenSkies, BA CityFlyer and BA Franchisee operated services
Includes connecting services on BA if issued on the same ticket
Transfer point must remain the same unless alternative routing allowed in the fare rules

 

Option 2 - Rebook Joint Business Atlantic Joint Business routing, rebook AA, IB or AY
Siberian Joint Business routing, rebook JL, IB or AY
BA/QR Joint Business routing, rebook QR
Routing Same point of origin and destination via a Joint Business routing
Period Within 2 days before or up to 2 days after the original departure date
Allowance Rebook into the same class as original 
If total delay is more than 120 minutes, lowest class available in the same cabin can be used
Important information If originally BA*JB codeshare, rebook using the BA*JB flight code if still available on the same route
Includes OpenSkies
May include a change of airports in the same city
Includes connecting services that are Joint Business 'Back and Beyonds' if issued on the same ticket
Transfer point must remain the same unless alternative routing allowed in the fare rules

 

Option 3 - Full or Part Refund (available when schedule change is more than 120 minutes from the original departure time)
If connecting flights are on the same ticket, then 120 minutes is the schedule change from point of origin to the point of destination, including the time to transfer
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for then the customer either accepts the new flight time or can claim a refund of the hold fees
collapsedshowSchedule changes - Atlantic Joint Business / Siberian Joint Business

For schedule changes on Iberia, American Airlines, Finnair and Japan Airlines Joint Business operated flights, any of the following rebooking or refund options are available:

Option 1 - Rebook Joint Business Atlantic Joint Business routing, rebook BA, AA, IB or AY
Siberian Joint Business routing, rebook BA, JL, IB or AY
Routing Same point of origin and destination via a Joint Business routing
Period Within 2 days before or up to 2 days after the original departure date
Allowance Rebook into the same class as original
If total delay is more than 120 minutes, the lowest class available in the same cabin may be used
Important information If originally a BA*JB codeshare, also rebook using the BA*JB flight code if still available on the same route
Includes OpenSkies
May include a change of airports in the same city
Includes any connecting services that are Joint Business 'Back and Beyonds' if issued on the same ticket
Transfer point must remain the same unless alternative routing allowed in the fare rules

 

Option 2 - Full or Part Refund (available when schedule change is more than 120 minutes from the original departure time)
If connecting flights are on the same ticket then 120 mins is the schedule change from point of origin to the point of destination, including the time to transfer
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for, the customer can either accept the new flight time or claim a refund of the hold fees

 

collapsedshowSchedule changes - Joint Business QR

For schedule changes on Qatar Airways/British Airways Joint Business flights, any of the following rebooking or refund options are available:

Option 1 - Rebook QR/BA Joint Business QR or BA Joint Business operated services
Routing Same point of origin and destination via a Joint Business routing (see routing below)
Period Within 2 days before or up to 2 days after the original departure date
Allowance Rebook into the same class as original or if not available the lowest class available in the same cabin
Exception: Only on the LHR-DOH-LHR route, Customers originally booked in Z class can only be rebooked onto QR's services in the lowest available class in Business cabin (J, C, D, I, R, U booking classes). Use cabin downgrade policy for refunding redemption ticket
Important information If originally a BA*QR codeshare, also rebook using the BA*QR flight code if still available on the same route. If not available, rebook onto QR prime
Includes any connecting services that are Joint Business 'Back and Beyonds' if issued on the same ticket (see destinations below)
Transfer point must remain the same unless alternative routing allowed in the fare rules

 

Option 2 - Full or Part Refund (available when schedule change is more than 120 minutes fro the original departure time)
If connecting flights are on the same ticket then 120 mins is the schedule change from point of origin to the point of destination, including the time to transfer
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for, the customer can either accept the new flight time or claim a refund of the hold fees

BA/QR Joint Business is defined as a booking between the UK and DOH (Doha) on BA or QR operated services, with any of the following 'back and beyonds' issued on the same ticket:

Bangladesh - DAC (Dhaka)
Cambodia - PNH (Phnom Penh)
Djibouti - JIB (Djibouti)
Egypt - HBE (Alexandria) / LXR (Luxor)
Eritrea - ASM (Asmara)
Ethiopia - ADD (Addis Ababa)
India - AMD (Ahmedabad) / ATQ (Amritsar) / COK (Kochi) / CCU (Calcutta) / TRV (Trivandrum) / CCJ (Kozhikode) / NAG (Nagpur)
Indonesia - DPS (Denpasar)
Iraq - EBL (Erbil) / BGW (Baghdad) / ISU (Sulaymaniyah) / BSR (Basra) / NJF (Al Najaf)
Myanmar - RGN (Rangoon)
Nepal - KTM (Kathmandu)
Oman - SLL (Salalah)
Pakistan - ISB (Islamabad) / LHE (Lahore) / KHI (Karachi) / PEW (Peshawar) / SKT (Sialkot) / MUX (Multan) / LYP (Faisalabad)
Phillippines - CRK (Clark International)
Rwanda - KGL (Kigali)
Saudi Arabia - MED (Madinah) / ELQ (Gassim) / TIF (Taif) / AHB (Abha)
Seychelles - SEZ (Mahe, Seychelles)
Sri Lanka - CMB (Colombo)
Sudan - KRT (Khartoum)
Tanzania - DAR (Dar es Salaam) / JRO (Kilimanjaro) / ZNZ (Zanzibar)
Thailand - KBV (Krabi) / CNX (Chiang Mai)
Uganda - EBB (Entebbe)
UAE - SHJ (Sharjah) / RKT (Ras Al Khaimah)
Vietnam - SGN (Saigon)

 

collapsedshowSchedule changes - BA*Codeshare


For schedule changes on British Airways*codeshare non Joint Business operated flights, any of the following rebooking or refund options are available:

Option 1 - Rebook BA* codeshare BA*codeshare - rebook onto SAME codeshare partner
Routing Same routing (or routing allowed in fare rules)
Period Closest date possible to the original
Allowance Rebook into the same class as original (or booking class allowed in the fare rules)
Important information Must add OS**INVOL REROUTE BA (** = the two letter code of the carrier)
Includes BA*codeshare other carrier connecting services that are issued on the same ticket
Transfer point must remain the same unless alternative routing allowed in the fare rules

 

Option 2 - Rebook BA British Airways
Routing Same point of origin and destination
Period Within 2 days before or up to 2 days after the original departure date
Allowance Rebook into the same class as original
If total delay is more than 120 minutes, lowest class available in the same cabin may be used
Important information May include a change of airports in the same city

 

Option 3 - Full or Part Refund (available when schedule change is more than 120 minutes from the original departure time)
If connecting flights are on the same ticket, then 120 mins is the schedule change from point of origin to the point of destination, including the time to transfer
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for, the customer can either accept the new flight time or claim a refund of the hold fees

 

collapsedshowSchedule changes - Prime other carrier, non Joint Business

For schedule changes on Prime other carrier non Joint Business operated flights, any of the following rebooking or refund options are available:

Option 1 - Rebook onto Prime flight codes Rebook onto SAME carrier's code
Routing Same routing (or routing allowed in fare rules)
Period Closest date possible to the original
Allowance Rebook into the same class as original (or booking class allowed in the fare rules)
Important information Must add OS**INVOL REROUTE BA (** = the two letter code of the carrier)
Includes Prime other carrier connecting services that are issued on the same ticket
Transfer point must remain the same unless alternative routing allowed in the fare rules
May rebook onto a BA operated service if allowed in the Routing in the fare rules

 

Option 2 - Full or Part Refund (available when schedule change is more than 120 minutes from the original departure time)
If connecting flights are on the same ticket, then 120 mins is the schedule change from point of origin to the point of destination, including the time to transfer
Must refund back to the original form of payment
Trade bookings can only be refunded by the original issuing agent not by British Airways
For Trade bookings, you should cancel any unwanted space and advise the customer to request refund through you
If the booking has been held for a fee but has not been paid for, the customer can either accept the new flight time or claim a refund of the hold fees

 

Cabin closures

You should requote and reissue tickets that you originally issued as we're unable to assist with trade issued tickets unless we have previously reissued and taken responsibility over the ticket. 

The following standard customer guidelines are for rebooking for a cabin closure on any British Airways route for BA 125 ticketed customers:

collapsedshowCabin closures - BA

For cabin downgrades on British Airways operated flights, the following rebooking options are available:

Option 1 - Rebook onto BA Rebook onto same BA flight and date as original  
Allowance Rebook into the lowest class available in the next cabin down
Important information Applicable for BA-125 tickets only
Includes BA Franchisee/subsidiary services
Baggage allowance, lounge access, Tier points and Avios earned will be based on the cabin of travel not from the original ticketed flight
Reassess any taxes, fees or carrier charges based on the downgraded cabin and refund any difference to original payment card. Contact Trade Support if you require additional assistance.

 

Option 2 - Rebook BA alternative flight Rebook onto any BA operated service
Routing Same point of origin and destination
Period Within 3 days before or 3 days after the original flight (ticket validity may be extended)
Allowance Rebook into the same class as original or lowest available class in the same cabin as original
Important information Applicable for BA 125 tickets only
Includes BA Franchisee/subsidiary services

 

Option 3 - Rebook BA alternative flight Rebook onto any BA operated service
Routing Same point of origin and destination
Period More than 3 days before or more than 3 days after the original flight (must be booked within the ticket validity)
Allowance Rebook into the same class as original
Important information Applicable for BA 125 tickets only
Includes BA Franchisee/subsidiary services

Refunds are not allowed unless allowed in the fare rules of the original ticket.

Leased aircraft

The following reactive standard customer guidelines are for rebooking customers that have been moved to a leased aircraft on any British Airways route for BA 125 ticketed customers:

collapsedshowLeased aircraft - BA

For customers originally ticketed on British Airways operated flights that have an aircraft change resulting in the the flight being operated by a lease aircraft from another carrier, the following rebooking options are available:

Option - Rebook onto BA alternative flight Rebook onto any BA operated service
Routing  Same point of origin and destination
Period Closest available either before or after original flight departure
Allowance Rebook into the same class as original or lowest available in the same cabin
Important information Applicable for BA-125 tickets only
Includes BA Franchisee/subsidiary services

Refunds are not allowed unless allowed in the fare rules of the original ticket.