You should service all tickets you issue, including calculating, processing and reporting all refund transactions via your GDS. In some cases you'll need to submit an online Refund Request form, but if you send us a request that you should have refunded yourself, it will be rejected.
All refunds should be processed in your GDS. Refunds should only be sent to us to process if:
Please contact your GDS helpdesk if you have any queries.
We will only accept retrospective refunds if:
You should raise a Refund Request to apply for a refund. If you have issued 2 tickets in the same booking which aren't genuine duplicates, each will be refunded separately as per fare rules.
Similarly, if a passenger uses the ticket coupons out of sequence, the ticket can only be refunded per fare rules.
We will not make changes to a coupon status in order to facilitate refunds in these scenarios. We will change status from Y (no-show) to O to enable a refund of taxes. For assistance, please contact Trade Support.
If you add incorrect or expired payment card details, you may see a failed transaction in your GDS. For these cases, you should submit the refund to us.
Customers that travelled on international flights through Argentina during 2017 may be entitled to a refund of TUAI tax if the booking was made in 2016 and the TUAI tax was applied at the time of booking.
If applicable, you can submit a Refund Request form to us. Please ensure you fill in details accurately with as much information as possible.
Refunds will be credited to the original form of payment.
Please allow up to 12-13 weeks for us to process your request.
If you need to provide supporting documentation for the Refund Request, please email our Refunds Unit at email@example.com. Supporting documents should only be sent for requests already raised on the Refund Request form. You should not use this email address to chase existing requests and emails sent to this mailbox will not be responded to.
We have issued a policy document for our refunds process and guidelines for you to refer to.
You should calculate your own refunds both for those that are processed through the GDS and those that are requested through the Refund Request webform. Any uncalculated requests sent through the Refund Request webform will be returned to you to calculate and our agency support desks will be unable to assist with any refund calculations.
Cancellation fees due from refund transactions must be deducted from the refundable (residual amount) eg if the fare has a £100 cancellation fee and the refundable amount is £250, the refund value is £150 (ie £250 - £100)
We have announced some changes to our refund policy, enabling you to automate refunds, using the industry standard ATPCO Category 33. The automation will lead to a reduction in the time taken to process refunds for customers.
Where applicable, all EMDs for residual balance and group deposit should be processed via your GDS.
Please ensure refunds are made to the original Forms of Payment and made in the same currency that was used to pay for the ticket (ie cash payment should be refunded as cash and credit card payment should be refunded to credit card)
Where a different form of payment is used during the reissue, refunds should be made to both Forms of Payment, in accordance with IATA Resolution 890 (4.2) and/or in the ARC handbook (page 90) if you're based in USA. Failure to do this will result in an ADM being raised.
To accommodate a split Form of Payment refund, you should contact your GDS helpdesk for the GDS entries required to add the original form of payment manually within the refund mask.
Non-refundable tickets: only Government and/or Airport taxes will be refunded.
The following USA taxes are non-refundable when they relate to non-refundable fare components, even if unused:
US (International Transportation Tax)
US (Domestic Transportation Tax)
XF (Passenger Facilities Charge)
ZP (Flight Segment Tax)
Partially used tickets: not all taxes will be refunded as some would have been used. eg if a customer has already departed from the UK before applying for the refund, UK departure taxes will not be refunded.
A refund of the carrier imposed charge may be made on unused flights in your itinerary, if permitted, by the fare rules and conditions applicable to your booking.
Combination of fares: refer to the fare rule to check whether the most restrictive rule applies or if individual fare component rules apply to the refund.
Refundable tickets: carrier imposed charge and fuel surcharges will be refunded where applicable.
During disruption, we will update the Customer Guidelines on our batraveltrade.com homepage. If we haven't issued specific guidelines, standard customer guidelines apply.
You can refer to our archived customer guidelines if you need to refer to them at a later stage.
You should issue refunds during disruption yourself in your GDS to avoid receiving an ADM.
If a customer pays for extra baggage online and wishes to cancel, they must do this through Manage My Booking on ba.com before checking-in.
We will accept extra baggage refunds for involuntary changes if:
If a customer purchases a seat on ba.com, they will be unable to request a refund unless: