Upgrades using On Business Points for trade bookings

On Business.

On Business Members can spend On Business Points to upgrade bookings into the next cabin. Customers can upgrade both direct bookings with us and bookings that you make for them too.

collapsedshowOverview and eligible classes

Customers could always use their On Business Points and upgrade bookings they made directly with us. We've enhanced our functionality so they can upgrade bookings you make for them too.

Provided there is redemptions availability and they hold a valid ticket that has been made in the eligible classes on 125 paper, customers can spend their On Business Points* to upgrade themselves into the next cabin for either 1 flight within the booking or the entire journey: 

Cabin Eligible booking classes
World Traveller/Euro Traveller Y, B, H and K, M, V, L, S, N
World Traveller Plus W, E, T
Club World/Club Europe                      J, C, D, R, I

*Taxes, fees and carrier charges apply

Corporate nett dealt tickets, BT (Bulk Ticket) or IT (Inclusive Tour) bookings cannot be upgraded using On Business Points. Avios redemption bookings, Avios upgrades and discounted On Business fares are not eligible for upgrades using On Business Points.

We only offer upgrades with On Business Points for flights that are operated by BA and booked under a BA prime flight code. We are unable to offer upgrades where another carrier's flight code is issued on the ticket.

collapsedshowHow do customers upgrade?

Customers and nominated travel agents with access to the On Business account can upgrade an eligible booking in the following way:

On Business service centres - they can call our service centres to upgrade their booking using On Business Points. This must be prior to the customer checking in and at least 4 hours before departure

Find On Business service centre numbers on ba.com

 

collapsedshowHow many On Business Points are needed?

The On Business Points amount required for the upgrade is based on the On Business costs for reward flights in the cabins you are upgrading from and to.

The way to work it out is: On Business Points for the cabin to upgrade to - On Business Points for the cabin you make the booking in = On Business Points required to upgrade one way

Here's an example for a one-way upgrade from London to New York, upgrading from premium economy (World Traveller Plus) to business (Club World): Club World: 24,000 On Business Points - World Traveller Plus: 11,000 On Business Points = 13,000 On Business Points to upgrade

You can work it out using our reward flight calculator on ba.com

 

collapsedshowProcessing and reissue of tickets

What happens after an upgrade?

Once a booking has been upgraded, we will process the upgrade and reissue the e-ticket. You will no longer be able to reissue the ticket, and non Amadeus GDS users will lose visibility of the new e-ticket details. We will send an HX message for the original segment and a TK message for the new upgraded segment.

For bookings made by non-Amadeus users and those upgraded by our service centre, we will also update the booking with SSR OTHS messages to reflect the upgrade using On Business Points and confirm the details of the upgraded flight sector.

Example: SSR OTHS ZZ-NEW ITIN BA1234 R10FEB UPGD USING POINTS

Customers will be sent an email to confirm the upgrade and we will take responsibility for any reissued ticket and any future voluntary changes and servicing of sectors associated with the reissued e-ticket.

We will not take ownership of the PNR and are not responsible for any changes to non-flight ground arrangements such as prepaid hotels, car, transfers and experiences booked and paid for in the same transaction.

Multiple ticket numbers in booking

If the PNR contains multiple ticket numbers in the booking, we will share the responsibility for servicing sectors between us.

eg. if there are multiple flights in the PNR and separate tickets have been issued, we will only reissue the ticket containing the upgraded sector, and any other coupons on this ticket. Any other tickets issued will still need to be serviced by you.


Additional note for non-Amadeus GDS users

Any time a change is made to a sector, we will send HX and TK messages and add an SSR OTHS to the booking which will have the information on what sectors have changed. You will need to check if the changed sector has been updated in your PNR.

It is essential that bookings are updated to maintain the PNR and ensure the customer itinerary is correct by removing the HX segment from the face of the PNR and updating the status code on the TK segment to HK. Failure to synchronise the PNR on your side with ours may cause issues for any future servicing and any subsequent schedule changes may not be picked up.

 

collapsedshowMaking changes to upgraded bookings

For tickets reissued by British Airways

If a customer would like to make changes to upgraded e-tickets that we have reissued, they should contact us directly.

As per the original ticket's Terms and Conditions, changes to the date or time can be made online at ba.com or by contacting the On Business service centre.

Find On Business service centre numbers on ba.com

You cannot make changes on behalf of the customer unless you are the nominated travel agent on the customer's On Business account.

We will rebook and process the payment for any additional taxes, fees and airline charges. We will send you the HX message for the original segment, a TK message for the new upgraded segment.

For bookings made by non-Amadeus users and those upgraded by our service centre we will also send an SSR OTHS message containing the new flight details.
Example: SSR OTHS 1P NEW ITIN BA0295U06NOV VOLUNTARY CHG

Note: any voluntary changes to the upgraded e-ticket need to be made up at least 24 hours before departure of the upgraded sector and before your customer has checked in for their original flight. If the customer decides to downgrade their ticket back to the original class of travel, they can do this up to 4 hours before the original flight. On Business Points will only be refunded back to their account if the change is made up to 24hours before departure of the first flight. If any refund is due from the upgraded e-ticket that was issued by us, the residual amount will be refunded to the customer’s card that was used to pay for the upgrade.

We may need to contact you for more information in order to process the changes e.g. the fare rules from the original ticket. Our back office team will contact you through the PNR, or if urgent by phone. Please reply using either remarks or the SR OTHS entry if you use Amadeus or an SR OTHS entry if you use another GDS.


Multiple ticket numbers in booking

If the PNR contains multiple tickets and the customer would like to make a change on a ticket that we have not reissued, our service centre will ask them to contact you.

Example: a customer is booked CDG-LHR-JFK-LHR-CDG, with separate tickets originally issued LHR-JFK-LHR and CDG-LHR-CDG. The customer has upgraded the LHR-JFK sector, so we have reissued this ticket and any further changes to the LHR-JFK-LHR sectors will now need to be made directly through us. Any changes for the separate CDG-LHR-CDG will require the customer to contact you.

In some instances therefore, customers may need to speak to both of us to complete changes.


Additional note for non-Amadeus GDS users

It's essential that bookings are updated to maintain the PNR and ensure the customer itinerary is correct by removing the HX segment from the face of the PNR and updating the status code on the TK segment to HK. Failure to synchronise the PNR at your end with ours may cause issues for any future servicing and any subsequent schedule changes may not be picked up.

collapsedshowRefunds and cancellations

If a customer wishes to cancel their upgraded e-tickets that have we have reissued and obtain a refund, they should contact us directly through their local service centre.

Find On Business service centre numbers on ba.com

We will check:

  • the On Business Points used for the upgrade
  • the cost of the upgrade that we have processed (ie. taxes, fees and airline charges)
  • the original value of the tickets that you issued

You cannot make changes on behalf of the customer unless you are the nominated travel agent on the customer's On Business account.

We will only accept refund requests for the upgraded ticket we have reissued (and subsequent reissues to the same ticket). The customer must contact you to process refunds for any tickets/segments in the PNR that have not been reissued by us, as well as for any non-flight sectors. We will not cancel these segments.

Note: any cancellations to the upgraded e-ticket can be made before your customer has checked-in for their original flight. Cancellations/refunds are dependent on the rules of the original ticket that you issued. On Business Points will be refunded back to their account if the cancellation is made at least 24hours before departure of the first flight.

Our service centres are unable to advise customers of the value of the refund associated with the original ticket that you issued (or subsequent reissues) and they must obtain consent from the customer to proceed with the refund request. Once consent is provided, a SSR OTHS message will be sent to the you to advise you that the customer has requested a refund.
Example: SSR OTHS 1G NEW ITIN BA0295U06NOV CANX BY PAX

If the customer does not provide consent they will be instructed to contact you to obtain the Terms and Conditions of the original ticket and the refund value. The customer must then revert back to us and give consent for the refund.

We will then assess the refund as per the Terms and Conditions of the original ticket and if a refund is due from the upgraded e-ticket that we issued.

If flights were cancelled at least 24 hours before travel has commenced, we will refund On Business Points back to the customer's On Business account. Any additional amount that was paid for the upgrade will be refunded back to the original payment card and the customer will be sent a Refund Fulfilment Document by email. We will check the rules on the original ticket that you issued and if any refund is due, we will either refund the original payment card or you will receive an ACM via the established automated process.

The customer will be advised to contact you for the details of the refund and to ensure it is processed.

Refunds will take a minimum 14 days to action.

We may need to contact you for more information in order to process the refund e.g. the fare rules from the original ticket. Our back office team will contact you through the PNR, or if urgent by phone. Please reply using either remarks or the SR OTHS entry if you use Amadeus or an SR OTHS entry if you use another GDS.

collapsedshowInvoluntary and schedule changes

Tickets reissued by BA and multiple tickets in bookings

All involuntary changes (eg. schedule changes) will be sent back you as the PNR owner and you will be responsible for notifying the customer of the changes and the impacts on all sectors in the PNR and also the options available to the customer.

You will have to contact us if a schedule change affects sectors issued on an upgraded ticket, as we will need to rebook and/or reissue the e-ticket. You can rebook any commercial sectors within the reissued upgraded ticket but you must notify us within 24 hours to arrange the changes and reissue the ticket.

Once we have rebooked the customer, we will send you an SSR OTHS message with the new flight details.
Example: SSR OTHS 1V NEW ITIN BA0295U06NOV SCHED CHG

You must notify us of any changes to segments in the PNR that are not related to the upgraded sector.

Note for non-Amadeus GDS partners

It's essential that you update the booking to maintain the PNR and ensure the customer itinerary is correct. Failure to synchronise the PNR at your end with ours may cause issues for any future servicing and any subsequent schedule changes may not be picked up.