Standard customer guidelines

We have standard customer guidelines that apply for normal flight disruption (eg cancellations, delays or schedule changes)

We will issue specific policies and guidelines where applicable for other types of disruption to our flights.
View other commercial policies

Please add customer mobile numbers and email addresses into bookings so we can update them where possible during disruption.  
Find out more about disruption notification

collapsedshowCancellations

If a customer’s flight (for both commercial and redemption bookings) is cancelled, the following standard customer guidelines can be applied to British Airways 125 tickets:

  • Rebook onto the next available BA or IB flight (or for Joint Business flights: BA*AA/AA, BA*US/US, BA*AY/AY, BA*EC or BA*JL/JL)
    to the same destination (same cities/can be different airports), within 3 day period before or a 14 day period after the scheduled departure time of the original flight. If the same booking class is not available then the lowest class in the same cabin may be booked. If required the ticket validity may be extended.

OR

  • Rebook onto a BA or IB flight (or for Joint Business flights: BA*AA/AA, BA*US/US, BA*AY/AY, BA*EC or BA*JL/JL)
    to the same destination (same cities/can be different airports), more than 3 days before or more than 15 days after the scheduled departure time of the original flight. Rebook in the same class and cabin. Travel must take place within the ticket validity of the original ticket purchased.

OR

  • Refund the ticket purchased to the original form of payment

If the passenger declines the options to rebook or refund, then they may be offered the option to reroute to an alternative gateway following the guidelines below.

  • Rebook onto the next available BA flight (or for Joint Business flights: BA*AA/AA, BA*US/US, BA*AY/AY, BA*EC or BA*JL/JL)
    to the nearest alternative gateway within a maximum of 300 miles radius. Rebook onto the same class and cabin, if not available you may rebook into the lowest class in the same cabin for travel within a 3 day period before or a 14 day period after the original flight.

Please advise customer that the onward travel between the alternative gateway and original destination will be at their own expense, including consequential expenses e.g. car hire, parking costs.

A remark must be inserted into the booking stating that the customer accepts the alternative gateway and that they understand any additional costs are at their own expense.

 

Cancellations with connecting flights

If we have disrupted a flight, our accountability extends to any other connecting flight (either before or after) on the same ticket, if it has been impacted by our disruption.

If the connecting flight is operated by BA/IB/AA/US/AY/EC/JL we can apply the same guidelines as used for the disrupted flight.

Our accountability ends when the customer is able to connect to the next flight on their original itinerary or the next stopover.

If other carriers operate the connecting flights, ie not BA/IB/AA/US/AY/EC/JL, you must rebook using the same booking class, route and carrier as the original ticketed.

 

Rebooking onto Iberia prime flights

You should not rebook commercial customers (ie non-redemption customers) into U, T, X or E booking classes on Iberia prime flights, as the booking will be auto-cancelled by Iberia.

collapsedshowDelays

Shorthaul European or Domestic flights

If a delay is more than 2 hours or the customer is booked on a day return trip on the same ticket and they wish to change their flight:

  • Rebook onto an alternative BA flight to the same destination within a 3 day period after the scheduled departure time. If the same booking class is not available then the lowest class in the same cabin can be booked. If required the ticket validity may be extended

OR

  • Rebook onto an alternative BA flight to the same destination at a later date more than 3 days in the same booking class and cabin. The flight must be rebooked and travel must take place within the ticket validity of the original ticket purchased.

OR

  • Refund the ticket purchased to the original form of payment.

Longhaul flights

If the delay is more than 5 hours and customers wish to change their flight:

  • Rebook onto the next BA flight (or for Joint Business flights: BA*IB, BA*AA, BA*US, BA*AY, BA*EC or BA*JL) to the same destination within a 3 day period after the scheduled departure time. If the same booking class is not available then the lowest class in the same cabin can be booked. If required the ticket validity may be extended.

OR

  • Rebook on the next BA flight, (or for Joint Business flights: BA*IB, BA*AA, BA*US, BA*AY, BA*EC or BA*JL) to the same destination at a later date more than 3 days in the same booking class and cabin. The flight must be rebooked and travel must take place within the ticket validity of the original ticket purchased.

OR

  • Refund the ticket purchased to the original form of payment

 

Delays with connecting flights

If we have disrupted a flight, our accountability extends to any other connecting flight (either before or after) on the same ticket, if it has been impacted by our disruption.

If the connecting flight is operated by BA/IB/AA/US/AY/EC/JL we can apply the same guidelines as used for the disrupted flight.

Our accountability ends when the customer is able to connect to the next flight on their original itinerary or the next stopover.

If other carriers operate the connecting flights, ie not BA/IB/AA/US/AY/EC/JL, you must rebook using the same booking class, route and carrier as the original ticketed.

 

Rebooking onto Iberia prime flights

You should not rebook commercial customers (ie non-redemption customers) into U, T, X or E booking classes on Iberia prime flights, as the booking will be auto-cancelled by Iberia.

 

collapsedshowSchedule changes

 If the customer’s flight has been affected by a schedule change and the new flight time is unacceptable to the customer, only offer the relevant option below:

Schedule change less than 120 minute from the original departure time

If the customer’s flight is affected by a schedule change less than 120 minutes before departure, the following conditions can be applied if the customer doesn't want to travel at the amended time:

Rebook on to the next available BA flight (or for Joint Business flights: BA*IB, BA*AA, BA*US, BA*AY, BA*EC or BA*JL) to the same destination (same cities/can be different airports). This can be before or after the scheduled departure time but must be (+/- 2 days) from original departure date and booked in same class and cabin. For BA flights only, customers may be booked in the lowest available class in the cabin.

 

Schedule change more than 120 minutes from the original departure time

If the customer’s flight is affected by a schedule change that is 120 minutes or more from the original departure time, then the following conditions can be applied:

Rebook on to the next available BA flight (or for Joint Business flights: BA*IB, BA*AA, BA*US, BA*AY, BA*EC or BA*JL) to the same destination. This can be before or after the scheduled departure time but must be on the same day and booked in same class and cabin*. If the same booking class is not available then the customer may be booked in the lowest available class in the cabin.

OR

Refund the ticket purchased to the original form of payment

*If there is not an alternative flight on the same day, then the next available may be booked.

Schedule changes with connecting flights

Where a schedule change results in a missed connection on the same ticket, you should rebook all disrupted sectors to a point where the customer can rejoin their original itinerary. Transfer points should remain the same unless the fare rule has multiple routing options. If there are no other alternatives and there is a direct BA service, the customer may be booked in the lowest available class in cabin.

If other carriers operate the connecting flights, ie not BA/IB/AA/US/AY/EC/JL, you must rebook using the applicable booking class on the applicable carrier for the original fare paid.

 

Rebooking onto Iberia prime flights

You should not rebook commercial customers (ie non-redemption) into U, T, X or E booking classes on Iberia prime flights, as the booking will be auto-cancelled by Iberia.