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 '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
The following standard customer guidelines are for rebooking and refunds for a cancelled flight on BA 125 ticketed customers for:
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, as well as IB flights operated by Air Nostrum and Iberia Express |
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 |
Option 10 - Rebook any other carrier | Rebook any other carrier prime 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 |
Allowance | 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 | Applicable for any carriers ticket issued for a BA flight that is cancelled within 24 hours of scheduled departure time Only available for rebook through BA Contact Centres For Trade bookings you ay use BA Trade Support line for assistance BA must have an interline ticketing agreement with the other carrier Only rebook onto the Prime flight code, do not use codeshare Must add OS**INVOL 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,JB or OC Prime up to the same point of origin and destination |
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 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 CZ Joint Business routing: 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) |
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 CZ Joint Business routing: 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) |
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 BA/CZ - 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 |
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)
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 |
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 |
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 |
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 |
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 |
The following standard customer guidelines are for rebooking and refunds for delays on the day of departure for:
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.
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 |
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 |
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 |
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 |
The following standard customer guidelines are for rebooking and refunds for schedule changes for:
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.
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 |
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 240 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 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 |
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 240 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 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 |
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 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:
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)
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 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 |
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 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 |
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:
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.
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:
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.