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Standard customer guidelines

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

The links below will take you to the standard customer guidelines for different types of disruption:

Flight cancellations
Flight delays
Schedule changes
Cabin closures
Leased aircraft

Sometimes we offer additional flexibility and issue specific rebooking guidelines during disruption. When applicable, these guidelines are linked from the ‘Rebooking Guidelines & Policies’ 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

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showCancelled flights - BA or IB on BA 125 paper:

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)
Rebooking Classes	Rebook into the same class as original or if not available, the lowest class available in the same cabin
Mandatory Items	1) OS IB INVOL RRT BA CANX AS PER BA/IB AGREEMENT 2) OS IB PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW TICKET
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, as well as IB flights operated by Air Nostrum and Iberia Express When these guidelines are applied, no approval is required from BA Trade Support.

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)
Rebooking Classes	Rebook into the same class as original
Mandatory Items	1) OS IB INVOL RRT BA CANX AS PER BA/IB AGREEMENT 2) OS IB PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW TICKET
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 When these guidelines are applied, no approval is required from BA Trade Support.

Option 3 - Rebook on AA / AY /EI / JL	Disrupted Atlantic Joint Business routing between UK/Europe and Canada, USA and Mexico: rebook AA or AY or EI operated services Disrupted Siberian Joint Business routing between UK/Europe and Japan: 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)
Rebooking Classes	Rebook into the same class as original or if not available the lowest class available in the same cabin
Mandatory Items	1) OS YY* INVOL RRT BA CANX AS PER BA/YY* AGREEMENT (* where YY = relevant carrier code) 2) OS YY* PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW 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 Check class mapping if re-booking onto an alternative JB carrier When these guidelines are applied, no approval is required from BA Trade Support.

Option 4 - Rebook on on AA / AY / EI / JL	Disrupted Atlantic Joint Business routing between UK/Europe and Canada, USA and Mexico: rebook AA or AY or EI operated services Disrupted Siberian Joint Business routing between UK/Europe and Japan: 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)
Rebooking Classes	Rebook into the same class as original
Mandatory Items	1) OS YY* INVOL RRT BA CANX AS PER BA/YY* AGREEMENT (* where YY = relevant carrier code) 2) OS YY* PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW 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 Check class mapping if re-booking onto an alternative JB carrier When these guidelines are applied, no approval is required from BA Trade Support.

Option 5 - Rebook QR	Disrupted BA/QR Joint Business routing between UK and Doha/Qatar: rebook onto QR 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
Rebooking Classes	Rebook into the same class as original or if not available, the lowest class available in the same cabin
Mandatory Items	1) OS QR INVOL RRT BA CANX AS PER BA/QR AGREEMENT 2) OS QR PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW 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 - see list below option 6 If booking QR prime flight, must insert OC QR INVOL AGMNT BA When these guidelines are applied, no approval is required from BA Trade Support.

Option 6 - Rebook QR	Disrupted BA/QR Joint Business routing between the UK and Doha/Qatar: rebook onto QR 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)
Rebooking Classes	Rebook into the same class as original or if not available, the lowest class available in the same cabin
Mandatory Items	1) OS QR INVOL RRT BA CANX AS PER BA/QR AGREEMENT 2) OS QR PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW 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 - see list below If booking QR prime flight, must insert OC QR INVOL AGMNT BA When these guidelines are applied, no approval is required from BA Trade Support.

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:

For the O&D to be in scope of the Qatar Joint Business it needs to be listed in both the Europe and the Rest of World table. (example: CDG-DOH-AMD is not included due to CDG not being in the Europe table)

Rest of World		<->	Europe
Country	Airport Code		Country	Airport Code
Qatar	DOH		Denmark	BLL
Djibouti	JIB		France	MRS, TLS
Ethiopia	ADD		Germany	DUS, HAM, HAJ, STR
Mozambique	MPM		Luxembourg	LUX
Tanzania	ZNZ, JRO, DAR		Portugal	FAO
Uganda	EBB		Spain	BIO, IBZ, PMI
Cambodia	PNH		Switzerland	BSL
India	AMD, ATQ, GOI, CCJ, CCU, COK, NAG, TRV		UK	LHR, LGW, BHX, EDI, MAN, CWL, ABZ, BHD, GLA, INV, LBA, NCL, JER
Bangladesh	DAC
Indonesia	DPS, CGK
Iraq	BGW, BSR, EBL, ISU, NJF
Malaysia	PEN
Myanmar	RGN
Nepal	KTM
Oman	SLL, OHS
Pakistan	KHI, PEW, LYP, MUX, SKT
Philippines	CRK, MNL
Sri Lanka	CMB
Thailand	CNX, KBV, HKT
Vietnam	HAN, SGN
Australia	ADL, BNE, CBR*, MEL, PER
New Zealand	AKL

Option 7 - change of gateway	BA - any route IB - any route via MAD AA, AY – between UK/Europe and Canada, USA & Mexico (Atlantic Joint Business) JL, AY – between UK/Europe and Japan (Siberian Joint Business)
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)
Rebooking Classes	Rebook into the same class as original or if not available the lowest class available in the same cabin
Mandatory Iems	1) OS YY* INVOL RRT BA CANX AS PER BA/YY* AGREEMENT (* where YY = relevant carrier code) 2) OS YY* PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW TICKET
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 When these guidelines are applied, no approval is required from BA Trade Support.

Option 8 - Rebook oneworld carriers	You must contact BA Trade Support for this option Rebook onto any oneworld (not code share) prime flight Available when a oneworld flight operated by either AA, AS, AT, AY, CX, IB, JL, MH, QF, QR, RJ, S7, or UL 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
Rebooking Classes	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)
Mandatory Items	1) OS YY* INVOL RRT BA CANX AS PER BA/YY* AGREEMENT (* where YY = relevant carrier code) 2) OS YY* PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW TICKET
Important information	You must contact BA Trade Support for this option Applicable for BA-125 tickets only May include a change of airports in the same city Note rebooking options 3 - 6 for routings under the Joint Businesses where no approval from Trade Support is required.

Option 9 - Full or Part Refund

BA-125 tickets only

Must refund back to the original form(s) of payment. If separate forms of payment were used, refund respective amounts to their respective original form of payment.

Trade bookings can only be refunded by the original issuing agent not by British Airways

Cancel any unwanted space and action the refund for your customer

There is no need for any remark or approval from BA Trade Support if a cancelled segment (UN status) is present in the PNR before actioning the refund.

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 10 - Rebook any other carrier	*You must contact BA Trade Support for this option* Rebook any other carrier prime (not codeshare) flight
Routing	Must be same point of origin and destination via any country
Period	The new flight must take place within 24hrs of the original cancelled flight
Rebooking Classes	Rebook into the lowest class available in same cabin If same cabin not available may rebook into a lower cabin and ticket will need to be recalculated for any refund post-travel
Important information	Only available for rebook through BA Trade Support IATA 735d can be used for cancellations that have occurred on the same day as, or the day before, the originally scheduled departure, and is available for customers whose flight is cancelled or where a mis-connection has taken place due to a late running programme and if all other rebooking options have been exhausted. BA must have an interline ticketing agreement with the other carrier Only rebook onto the Prime flight code, do not use codeshare Must add OSINVOL REROUTE IATA 735D ( = the two letter code of the carrier) May include a change of airports in the same city If connecting flights are on the same ticket, rebook using BA, Joint Business or Other Carrier Prime (not codeshare) flight up to the same point of origin and destination

Option 11 - Rebook onto SAS (SK)

*you must contact BA Trade Support for this option*
Rebook onto SAS

Routing

Must be same point of origin and destination via any country

Period

Must be booked within ticket validity

Rebooking Classes

Rebook into the lowest available SK booking class within the same cabin as originally booked, or lowest class in next cabin down if same class not available.

CABIN	BOOKING CLASS
Business	C D Z I
Premium Economy	F J Y S B P A
Economy	E M H Q V W U K L T O G X N

Important Information

Only available for 125 issued tickets
Includes redemption bookings
May include a change of airports in the same city
Includes any connecting services if issued on the same ticket
Must insert OS SK INVOL when reissuing ticket

showCancelled flights - Joint Business AA, AY, JL or CZ on BA 125 paper

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

Option 1 - Rebook BA / IB/ AA / AY / JL / CZ	Atlantic Joint Business routing between UK/Europe and Canada, USA and Mexico: rebook BA, IB, AA, AY or EI operated services Siberian Joint Business routing between UK/Europe and Japan: rebook BA, IB, JL or AY operated services CZ Joint Business routing between UK and China: rebook BA or CZ 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)
Rebooking Classes	Rebook into the same class as original or if not, available the lowest class available in the same cabin
Mandatory Items	1) OS YY* INVOL RRT BA CANX AS PER BA/YY* AGREEMENT (* where YY = relevant carrier code) 2) OS YY* PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW 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 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 When these guidelines are applied, no approval is required from BA Trade Support.

Option 2 - Rebook BA / IB/ AA / AY / JL / CZ	Atlantic Joint Business routing between UK/Europe and Canada, USA and Mexico: rebook BA, IB, AA, AY or EI operated services Siberian Joint Business routing between UK/Europe and Japan: rebook BA, IB, JL or AY operated services CZ Joint Business routing between UK and China: rebook BA or CZ 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)
Rebooking Classes	Rebook into the same class as original
Mandatory Items	1) OS YY* INVOL RRT BA CANX AS PER BA/YY* AGREEMENT (* where YY = relevant carrier code) 2) OS YY* PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW 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 Check class mapping if re-booking onto an alternative JB carrier When these guidelines are applied, no approval is required from BA Trade Support.

Option 3 - change of gateway	BA - any route IB – any route via MAD AA, AY - between UK/Europe and Canada, USA & Mexico (Atlantic Joint Business) JL, AY - between UK/Europe and Japan (Siberian Joint Business) CZ – between the UK and China
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)
Rebooking Classes	Rebook into the same class as original or if not available, the lowest class available in the same cabin
Mandatory Items	1) OS YY* INVOL RRT BA CANX AS PER BA/YY* AGREEMENT (* where YY = relevant carrier code) 2) OS YY* PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW TICKET
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 When these guidelines are applied, no approval is required from BA Trade Support.

Option 4 - Rebook oneworld carriers	*You must contact BA Trade Support for this option* Rebook onto any oneworld (not codeshare) prime flight Available when a oneworld flight operated by either AA, AS, AT, AY, CX, IB, JL, MH, QF, QR, RJ, S7, or UL 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)
Rebooking Classes	Rebook into the same class as original or if not available the lowest class available in the same cabin
Mandatory Items	1) OS YY* INVOL RRT BA CANX AS PER BA/YY* AGREEMENT (* where YY = relevant carrier code) 2) OS YY* PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW TICKET
Important information	You must contact BA 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 Note rebooking options 3 - 6 for routings under the Joint Businesses where no approval from Trade Support is required.

Option 5 - Full or Part Refund

BA-125 tickets only

Must refund back to the original form(s) of payment. If separate forms of payment were used, refund respective amounts to their respective original form of payment.

Trade bookings can only be refunded by the original issuing agent not by British Airways

Cancel any unwanted space and action the refund for your customer

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

showCancelled flights - Joint Business QR on BA 125 paper

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

Option 1 - Rebook QR or BA	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 14 days after the original departure date
Rebooking Classes	Rebook into the same class as original or if not available the lowest class available in the same cabin
Important information	If originally a BAQR, also rebook using the BAQR 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 BAQR codeshare flights, also see BACodeshare 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) When these guidelines are applied, no approval is required from BA Trade Support.

Option 2 - Rebook QR or BA	Rebook onto QR or BA Joint Business operated services between the UK and Doha/Qatar
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 14 days after the original departure date (must be booked within ticket validity)
Rebooking Classes	Rebook into the same class as original
Important information	If originally a BAQR, also rebook using the BAQR 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 BAQR codeshare flights, also see BACodeshare 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) When these guidelines are applied, no approval is required from BA Trade Support.

Option 3 - Full or Part Refund

BA-125 tickets only

Must refund back to the original form(s) of payment. If separate forms of payment were used, refund respective amounts to their respective original form of payment.

Trade bookings can only be refunded by the original issuing agent not by British Airways

Cancel any unwanted space and action the refund for your customer

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 carriers	*You must contact BA Trade Support for this option* Rebook onto any oneworld (not codeshare) prime flight Available when a oneworld flight operated by either AA, AS, AT, AY, CX, IB, JL, MH, QF, QR, RJ, S7, or UL 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)
Rebooking Classes	Rebook into the same class as original or if not available the lowest class available in the same cabin
Mandatory Items	1) OS YY* INVOL RRT BA CANX AS PER BA/YY* AGREEMENT (* where YY = relevant carrier code) 2) OS YY* PSGR or AGY PHONE NUMBER 3) INVOL IN ENDORSEMENT ON NEW TICKET
Important information	You must contact BA 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:

Rest of World		<->	Europe
Country	Airport Code		Country	Airport Code
Qatar	DOH		Denmark	BLL
Djibouti	JIB		France	MRS, TLS
Ethiopia	ADD		Germany	DUS, HAM, HAJ, STR
Mozambique	MPM		Luxembourg	LUX
Tanzania	ZNZ, JRO, DAR		Portugal	FAO
Uganda	EBB		Spain	BIO, IBZ, PMI
Cambodia	PNH		Switzerland	BSL
India	AMD, ATQ, GOI, CCJ, CCU, COK, NAG, TRV		UK	LHR, LGW, BHX, EDI, MAN, CWL, ABZ, BHD, GLA, INV, LBA, NCL, JER
Bangladesh	DAC
Indonesia	DPS, CGK
Iraq	BGW, BSR, EBL, ISU, NJF
Malaysia	PEN
Myanmar	RGN
Nepal	KTM
Oman	SLL, OHS
Pakistan	KHI, PEW, LYP, MUX, SKT
Philippines	CRK, MNL
Sri Lanka	CMB
Thailand	CNX, KBV, HKT
Vietnam	HAN, SGN
Australia	ADL, BNE, CBR*, MEL, PER
New Zealand	AKL

showCancelled 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 BAEI**	*Rebook onto BAEI**
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 BAEI 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 BAEI 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

showCancelled 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 BALM**	*Rebook onto BALM**
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 BALM 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 BALM services are not part of the Joint Business

Option 2 - BA Destination Change	*Rebook onto BALM**
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

showCancelled 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 BAVY**	*Rebook onto BAVY**
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

showFlight 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 BACodeshare**	*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

showFlight 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 OSINVOL 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.

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showDelayed 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

showDelayed 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 / Air lingus / 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.

Involuntary options in the event of a schedule change are only available is the total schedule change is greater than 120 minutes from the original flight times. Please note there is an exemption for the following categories:

• Customers doing a same day return trip

• Customers on a cruise booking

• Customers who’s booking now has an invalid connection due to the schedule change

For flight cancellations, please look at Standard Customer Guidelines – Flight Cancellations

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showSchedule 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	If total schedule change is more than 120 minutes (2 hours) from original flight time, then can rebook 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	For schedule changes less than 2 hours no invol options are available with the exemption for cruise bookings, same day return customers, or customers with invalid connection times 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, EI, 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	If total schedule change is more than 120 minutes (2 hours) from original flight time, then can rebook within 2 days before or up to 2 days after the original departure date
Allowance	Rebook into the same class as original If total schedule change is more than 240 minutes, lowest class available in the same cabin can be used
Important information	For schedule changes less than 2 hours no invol options are available with the exemption for cruise bookings, same day return customers, or customers with invalid connection times If originally BAJB codeshare, rebook using the BAJB 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 240 minutes from the original departure time)

If connecting flights are on the same ticket, then 240 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

showSchedule changes - Atlantic Joint Business / Siberian Joint Business

For schedule changes on Iberia, American Airlines, Aer Lingus, 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, EI 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	If total schedule change is more than 120 minutes (2 hours) from original flight time, then can rebook within 2 days before or up to 2 days after the original departure date
Allowance	Rebook into the same class as original If total schedule changes is more than 240 minutes, the lowest class available in the same cabin may be used
Important information	For schedule changes less than 2 hours no invol options are available with the exemption for cruise bookings, same day return customers, or customers with invalid connection times If originally a BAJB codeshare, also rebook using the BAJB 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 240 minutes from the original departure time)

If connecting flights are on the same ticket then 240 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

showSchedule 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	If total schedule change is more than 120 minutes (2 hours) from original flight time, then can rebook 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	For schedule changes less than 2 hours no invol options are available with the exemption for cruise bookings, same day return customers, or customers with invalid connection times If originally a BAQR codeshare, also rebook using the BAQR 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 240 minutes fro the original departure time)

If connecting flights are on the same ticket then 240 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:

Rest of World		<->	Europe
Country	Airport Code		Country	Airport Code
Qatar	DOH		Denmark	BLL
Djibouti	JIB		France	MRS, TLS
Ethiopia	ADD		Germany	DUS, HAM, HAJ, STR
Mozambique	MPM		Luxembourg	LUX
Tanzania	ZNZ, JRO, DAR		Portugal	FAO
Uganda	EBB		Spain	BIO, IBZ, PMI
Cambodia	PNH		Switzerland	BSL
India	AMD, ATQ, GOI, CCJ, CCU, COK, NAG, TRV		UK	LHR, LGW, BHX, EDI, MAN, CWL, ABZ, BHD, GLA, INV, LBA, NCL, JER
Bangladesh	DAC
Indonesia	DPS, CGK
Iraq	BGW, BSR, EBL, ISU, NJF
Malaysia	PEN
Myanmar	RGN
Nepal	KTM
Oman	SLL, OHS
Pakistan	KHI, PEW, LYP, MUX, SKT
Philippines	CRK, MNL
Sri Lanka	CMB
Thailand	CNX, KBV, HKT
Vietnam	HAN, SGN
Australia	ADL, BNE, CBR*, MEL, PER
New Zealand	AKL

showSchedule 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**	*BAcodeshare - rebook onto SAME codeshare partner**
Routing	Same routing (or routing allowed in fare rules)
Period	If total schedule change is more than 120 minutes (2 hours) from original flight time, then can rebook within 2 days before or up to 2 days after the original departure date
Allowance	Rebook into the same class as original (or booking class allowed in the fare rules)
Important information	For schedule changes less than 2 hours no invol options are available with the exemption for cruise bookings, same day return customers, or customers with invalid connection times Must add OSINVOL 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	If total schedule change is more than 120 minutes (2 hours) from original flight time, then can rebook 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 240 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 240 minutes from the original departure time)

If connecting flights are on the same ticket, then 240 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

showSchedule 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	If total schedule change is more than 120 minutes (2 hours) from original flight time, then can rebook to closest date possible to the original departure date
Allowance	Rebook into the same class as original (or booking class allowed in the fare rules)
Important information	For schedule changes less than 2 hours no invol options are available with the exemption for cruise bookings, same day return customers, or customers with invalid connection times. Must add OSINVOL 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 240 minutes from the original departure time)

If connecting flights are on the same ticket, then 240 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

These guidelines are to support a booking which has been downgraded to a lower cabin from First i.e. First to Club World. Any other cabin closures will be supported with separate bespoke customer guidelines.

The below should only be used if original flight is still operating without original booked cabin. If the original flight is cancelled, and original booked cabin is not available either because there is no availability or that cabin is not operated on a route, the please see Standard Customer Guidelines -> Flight Cancellations.

BA-125 tickets
Any BA routing
First class cabin downgrade only
Original flight is still operating without original booked cabin

showCabin closures - BA

Option 1 - Rebook BA - Same Flight

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

For Avios/Voluntary Upgrade refunds, this will depend on the ticket type purchased as follows:-

Avios - dependent on the Avios proposition purchased, recalculate the itinerary based on the downgraded cabin and refund any difference.

Voluntary Upgrades (POU, UuA, UuAT or normal commercial fare rules) - Refund the upgrade, revert ticket to the conditions and value of their original purchased ticket.

For standard commercial fares, please reissue the ticket using ATU and advise the customer to claim a refund post-travel by contacting YouFirst, for information the following refund values will be used when the refund request is received:-

30% of fare paid for downgraded sectors of 1500kms or less

50% of fare paid for downgraded sectors of 1500-3500kms

75% of fare paid for downgraded sectors of more than 3500kms

Children/Infants are reimbursed as per above percentages on actual fare paid

Please also note that if reissuing using ATU and not re-calculating fare until post-travel then the original baggage allowance will carry forward onto the new ticket, therefore on downgrades to BA or JB partners this baggage allowance will continue to be honoured.

Option 2 - Rebook BA - Alternative BA Flight (INSIDE +/-14 days)

Rebook onto	Any BA operated service
Period	Inside -14/+14 days of original flight (must be booked within ticket validity)
Origin/Destination/Stopover Changes	Yes - rebook to alternative BA gateway within 300 miles radius of the original point of origin or destination i.e. LHR-SIN to LHR-KUL.
Rebooking 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 All updated involuntary sectors must be operated by BA with no additional stopovers except for the purpose of a continuous connection. If alternative gateway booked, must advise customer that travel to/from original points are at their expense, including consequential costs, e.g. car hire, hotel, etc.

Option 3 - Rebook AJB Routing (INSIDE +/- 14 days)

Rebook onto	If AJB routing rebook onto AA/BA operated services
Period	Inside -14/+14 days of original flight (must be booked within ticket validity)
Origin/Destination/Stopover Changes	Yes - reroute to original origin and destination via alternative AJB routing without exceeding MPM of original fare.
Rebooking 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 originally booked on AJB routing Includes BA Franchisee/subsidiary services New AJB routing must not exceed Maximum Permitted Mileage (MPM) of original fare. If chosen routing does exceed MPM, itinerary must be repriced with fare difference charged to customer. No new additional stopovers permitted in journey except for a continuous connection i.e. over AA hub. New AJB routing should be as close as possible to original routing utilising BA on transatlantic sectors where possible

Option 4 - Rebook BA - alternative flight (OUTSIDE +/-14 days)

Rebook onto	Any BA operated service
Routing	Same point of origin and destination
Period	Outside -14/+14 days of original flight (must be booked within ticket validity)
Origin/Destination/Stopover Changes	No, only may include change of airports in same city as original ie. JFK to EWR
Rebooking Allowance	Rebook into the same class as original
Important Information	Applicable for BA-125 tickets only Includes BA Franchisee/subsidiary services

Option 5 - Full or Part Refund

For BA-125 tickets only

Only for a First Class booking which has been automatically downgraded due to an aircraft change. This is not available for any other cabin closures.

If the original flight is cancelled, and original booked cabin is not available either because there is no availability or that cabin is not operated on a route, please see Standard Customer Guidelines -> Flight Cancellations.

Must refund back to the original form of payment

Trade bookings can only be refunded by the original issuing agent.

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:

showLeased 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.