Groups Travel Hub FAQ
Find answers to common questions about our new tool.
Content in this page
3. Registration & Multi-Factor Authentication (MFA)
4. Servicing
5. Seating and online check-in
6. Refunds
7. Disruption
Groups Travel Hub Tool
Will we be able to make amendments to existing group bookings using the existing process and Terms and Conditions once the Groups Travel Hub is launched?
Once our Groups Travel Hub is launched, existing bookings made outside the tool will still adhere to previous conditions and can be changed and altered as usual. However, it will not be possible to add customers to the PNRs as the Groups system will not provide any availability for additional customers. In these cases:
- If the additional customers are 9 or less, a non-Group booking needs to be created and the relevant commercial conditions will apply.
- If the additional customers are 10 or more, a new booking made via the Groups Travel Hub tool, needs to be created under the new terms and conditions.
A new keyword has been added to all existing Groups bookings. What is this for?
Existing PNRs have been populated with the below SSR keyword to facilitate visibility for our Servicing teams.
- SSR OTHSBA – OLD TERMS AND CONDITIONS APPLY
Will I be able to complete the entire Group booking process online?
Yes, the tool allows travel agents to fully manage the entire sales process:
- Check Availability and Pricing
- Confirm Bookings
- Add Group Passenger Names
- Perform Upgrades and Amendments
- Insert API and Emergency Contact Data and Secure Flight information
- Perform Ticketing
- Payment notifications
- Disruption management
Will PNRs and PNR changes created via the tool, be visible to us in our GDS?
Groups Travel Hub is a front-end tool and in the background, there is a live PNR in Amadeus. The PNR’s owner is British Airways, using various British Airways Office IDs across the globe, so only British Airways can view and make changes to the PNR in the GDS.
If changes are made to the original PNR in Amadeus by BA, the Groups Travel Hub will sync and display these in the system. However, this is not automatic but you will have the opportunity to synchronise the PNR on retrieval in the Groups Travel Hub.
If I cannot view the PNR in my GDS, how will tickets be issued?
Agents can issue tickets within the tool and all ticketing will be actioned by British Airways on BA 125 paper.
Will Corporate customers be able to access Groups Travel Hub?
No, this is a Travel Agency tool. Any Corporate wishing to book a group must contact their Travel Agent.
Are there any Service limitations within the tool?
Currently the Groups Travel Hub does not support the following:
- Excess baggage
- Additional seats for comfort
- Cellos or larger musical instruments
- Special baggage e.g. Surfboards, Firearms, Bikes etc.
- Partner Airlines
- Infant turning two
If any of the above services are needed, you will need to complete the webform. The link to the webform can be found within the Groups Travel Hub.
Will PNRs accurately track for our agency performance?
Yes, your IATA number used at registration will automatically be added to every PNR for reporting.
Will the tool support languages?
The Groups Travel Hub will only be available in English.
Will US, Canada and Bermuda be included?
US, Canada and Bermuda are all operating on another product. This remains their Groups process. There is no update for these regions, at this time.
What does it mean if my country is not currently in the registration form dropdown?
As roll out continues, more countries will gradually be included – if you do not see your country available during registration, please check back soon. DTC will not apply to countries that cannot transition to the Groups Travel Hub for making bookings.
How much is the DTC charge, after 17 January, for countries in scope?
The current DTC amount is £13 per direction (per fare component), applicable to all Shorthaul and Longhaul services and is charged as a Q surcharge at the time of ticketing.
Terms and Conditions
Will the updates to the Terms and Conditions be tied to the launch of the tool?
No, the Terms and Conditions will change globally on 31 March 2025. The Terms and Conditions will currently not be applicable in the United States, Canada and Bermuda. We will communicate with our partners in each country when the tool is ready to launch.
Will the current booking process and keywords remain valid after the globally aligned T&Cs update on 31 March 2025?
The existing booking process will stay in place until the Groups Travel Hub launches. However, starting 31 March 2025, new keywords, in a new format must be added to all bookings.
- DEPS RCVD will be replaced with DEPS
- BAL RCVD will be replaced with FPMD
GDS entries to add our new keywords.
| GDS | Example of GDS entry (Replace XXXX with the relevant SK keyword) |
|---|---|
| Amadeus | SK XXXX BA |
| Sabre/Worldspan | 3OSI BA XXXX. (note space after 3OSI dot after the keyword) |
| Galileo | SI.BA*XXXX. (note dot after the keyword) |
| Apollo | 3OSI BA XXXX. (note space after 3OSI, BA dot after the keyword) |
If not entered correctly, any confirmed space will be cancelled.
The commitment becomes effective as soon as the keywords are entered. If entered before the deadline, the commitment will be considered from the time they were added.
How far in advance can groups be booked?
Group bookings can only be made up to 330 days before departure.
What is the definition of a Group?
The Group product is defined by the size of the travel group, where 10 or more customers define a group. This means that if Group customers are split amongst cabins on the same flight, for example, 5 in the World Traveller cabin and 5 in Club world, this would still be considered as one Group.
Do all passengers need to travel together?
Group passengers do not need to travel together on the entire journey. As long as 10 or more pax are on the core flight (longest sector) in the itinerary, the party can book as a group. The core flight can either be on the outbound or the inbound.
Please note, that the first deviation would determine the only direction in which any subsequent deviations would be permitted for the entire group. Add-ons are not considered as a deviation.
Below are examples to help illustrate.
Scenario 1
Group Size: 20 passengers
Original Itinerary:
- Outbound: 20 Jan – London (LHR) → Madrid (MAD)
- Return: 27 Jan – Madrid (MAD) → London (LHR)
Deviation Request:
- At time of booking: 2 passengers request to return on 10 Feb – Paris (CDG) → London (LHR)
✅ Permitted
Scenario 2
Group Size: 10 passengers
Original Itinerary:
- Outbound: 20 Jan – London (LHR) → Madrid (MAD)
- Return: 27 Jan – Madrid (MAD) → London (LHR)
Deviation Requests:
- At time of booking: 2 passengers request to return on 12 Feb
- 1 week after booking: 2 passengers request to return on 14 Feb
- 2 weeks before travel: 6 passengers request to return on 16 Feb
✅ Permitted as all deviations are in the same direction, and the outbound group size remains 10 passengers on the original flight.
Scenario 3
Group Size: 20 passengers
Original Itinerary:
- Outbound: 20 Jan – London (LHR) → Madrid (MAD)
- Return: 27 Jan – Madrid (MAD) → London (LHR)
Deviation Requests:
- At time of booking: 2 passengers request to return on 12 Feb
✅ Permitted
- 1 week after booking: 2 passengers request to travel outbound on 18 Jan
❌ Not Permitted as once a deviation is confirmed for the return, further changes to the outbound leg cannot be accommodated. These passengers would need a separate non-group booking, and cancellations apply as per Terms & Conditions.
When the Groups Travel Hub launches the inbound flight may be outside of system range. How will this work in the Groups Travel Hub?
Once in range, the inbound should be added to the existing PNR. Subject to how far out of system range the required flight is, a deposit may already have been made on the original booking, so we may require an additional payment.
Are payment terms negotiable?
All our terms have been built into the system. Failure to comply with any payment deadline will result in the space being automatically cancelled and it cannot be reinstated. A new request will have to be made.
After receiving a quote, how long do I have to commit to the General Terms and Conditions and to the space?
Once agents have selected the desired flights, they have 24 hours to commit to the General Terms and Conditions and to the space. This has been reduced from current quote validity because space is not being confirmed during the quotation process – this means that inventory could change or disappear.
When does the countdown for the deposit payment begin?
For the majority of bookings, you will have 14 days after accepting the Terms and Conditions until the deposit is due. However, the deposit date varies per cabin and group size and how close to departure the booking is made.
Will the booking automatically cancel if I do not pay the deposit amount?
If payment is not made on time, the Groups Travel Hub will cancel the space automatically and it cannot be reinstated. A new request will have to be made.
Will the tool send reminders for key deadlines?
Yes, the tool will send reminders for deposit and final commitment at -7 days, -3 days and -1 day before deadlines. Naming and Ticketing reminders are sent only at -5 days before deadline.
The email address from which these emails will be sent is BA.GroupsAdmin@ba.com.
How will payments be made?
Payment in the tool works only with EMDs (Electronic Miscellaneous Document). It is important you issue EMDs where no segment information is needed, mostly referred to as type S, however naming can vary per GDS.
Once the 125 EMD is issued, this must be entered into the designated field.
How do I issue the EMD needed for payments?
The necessary information is provided below. If you need any additional details, please reach out to your GDS.
- EMD type to be used – ‘S’ type. No active or passive segments should be used or needed to issue this type of EMD.
- which does not require segment information.
- Reason For Issuance Code ‘D’ (Financial Impact).
- Reason for Issuance Subcode ‘997’ (Deposits/Down payments).
- Amadeus agents can use product code GDTA.
Do we need to create an Electronic Miscellaneous Document (EMD) for the deposit and then another EMD for full payment?
Correct, in most cases only two EMDs will be required. There may be instances when additional EMDs are required to cover and increase in passengers or changes etc.
Do we need to create one EMD per PNR or individual pax EMDs?
EMDs are added at booking level not PNR level.
How can we issue an EMD if there is no PNR held in the agents GDS?
Type S EMDs do not require a PNR.
In what format do I enter the EMD?
The tool will only accept numbers, including 125, with no dash or hyphen.
I have issued an EMD for an incorrect amount and added it in Groups Travel Hub. Can I cancel the EMD or request a refund of any overpaid amount?
The tool will check if the EMD covers the required amount and if so, the deposit payment is accepted, and the booking is secured. EMDs can exceed the required amount, but cannot be less, otherwise the tool will not accept the payment and will display a warning prompt.
If the added amount exceeds the required deposit payment, Groups Travel Hub will reduce the final payment amount.
Are all taxes recalculated at time of final payment? If so, what happens if there is an increase/decrease between time of payment and ticketing? Will we get billed again or refunded?
Taxes are requoted when the final payment statement is sent. No refunds will be provided if the taxes reduce.
How is the deposit / full payment affected when adding additional seats to a group taking it over 50 passengers?
Should the size change to a different group type i.e. from Small Group to Large group or vice versa, the new Terms and Conditions will apply immediately, even if the group size is changed again at a later stage.
Will the tool link all the PNRs that may have been split of the main one?
Yes, Groups Travel Hub will link these all under the one request and all the splits will be visible in the system.
Can you confirm that British Airways are issuing the tickets?
All tickets are issued by British Airways, using a British Airways office ID and IATA number.
Currently there is a tax exception, where youngsters up to certain age pay less government tax; would the tool incorporate this in the fare build up when it comes to ticketing?
Yes, provided the child passenger type has been selected when completing passenger details.
What is the max numbers of PNRs for a single group?
We have no limit on the number of splits permitted.
For cancellations, if deposits are non-refundable but taxes are refunded, how will the difference be refunded?
All refunds will be returned via an Agent Credit Memo (ACM). If a refund is needed, you will need to complete our Refunds webform. CIC is non-refundable.
What are the conditions after the deposit is paid but before the final payment deadline?
After the deposit is paid and before the final payment deadline, travel agents can make various changes such as modifying dates, flights, cabins, or adding feeders without restrictions, except downgrades, which require a new request. If the group size changes to a different group type (for example, from Small Group to Large Group or vice versa), the new Terms and Conditions apply immediately, even if the group size changes again later.
Agents are also allowed to reduce the group size by up to 20% without penalties during this time. This reduction is considered a partial change, not a cancellation. If the entire group is cancelled before the final payment deadline, the deposit is non-refundable, and the 20% reduction option does not apply since this is a full cancellation.
What charges or fees apply to changes and cancellations made during this period?
Changes after the deposit payment are free of charge, although any fare difference will always apply. Downgrades are not permitted without submitting a new request.
If a group size is reduced by up to 20%, the deposit already paid will be applied towards the final payment amount. However, if the cancellation exceeds the 20% reduction (e.g., cancelling 50% of the group), only the deposit corresponding to the 20% reduction can be used toward the final payment, and the rest is non-refundable.
In the case of full group cancellation before the final payment deadline, the entire deposit is non-refundable. If early ticketing has been requested, only taxes are refundable.
What are the conditions after the final payment deadline, but before ticketing?
After final payment has been made, it is not possible to reduce the group size. However, changes are possible for a small fee plus the fare difference.
Upgrades, addition of feeder flights and addition of passengers are also possible for a fee plus the fare difference.
Changes made within this period, will be subject to the Terms and Conditions, meaning that immediate payment will be due. Should the agent require more time (e.g. to discuss with customer or issue EMDs), they should “save the quote” for 24 hours.
If the entire group cancels after the final payment deadline, the entire deposit payment and final payment is non-refundable, except for taxes.
Once final payment has been made, tickets can be issued any time, but no later than –4 days before departure as otherwise the robotic will cancel.
Can I reduce my booking from a large group to a small group?
Yes, you can. However, you will need to cancel your current request and rebook. This is necessary because any issued EMD will need to be refunded. Please request the refund through our Refunds webform.
When will tickets be issued?
The latest tickets are issued is at -4 days.
How long will it take for tickets to be issued?
Tickets are issued by an offline robotic system and may take up to 2 hours to be processed. Please contact our Groups team only after this time has elapsed.
Can we issue an individual ticket in advance for visa purposes or does the whole group need to be ticketed?
Yes, you can trigger early ticketing, however payment conditions for post-ticketing apply, i.e. name changes incur a cost of £75 (GBP).
Will tickets show the nett fare?
Tickets will be issued as BT.
Can I request a name change post ticketing?
Names can be changed until –24 hours before departure, however passenger types cannot be changed after ticketing, because the PNR is populated with all details. This means if the initial request had 30 adults and 10 CHDs at ticketing, this mix of passengers must remain.
Is there a name change fee?
Name changes are free until ticketing. Post ticketing a fee of £75 (GBP) will be applicable. Name changes are not permitted at –24 hours before departure.
Can I make changes after ticket issuance?
The addition of passengers will not be permitted post ticketing.
How do I get a quote when changing an already confirmed return journey to a one-way journey?
It is not possible to cancel one sector in a return PNR and create a one-way product. In these cases, the return PNR needs to be cancelled (if conditions allow) and a new request needs to be made. Technically, the tool will allow the removal of one segment, but will not re-price the itinerary, so the price will remain the same as the return.
Is it possible to downgrade a passenger to a lower cabin once booked?
Our Terms & Conditions state that no downgrades are permitted but the tool will permit you to action. There is no reduction in fare, so if originally in Club Europe and you change to Euro Traveller, the fare will remain the higher rate however, taxes will adjust.
What change fees are applicable?
Changes to bookings are free of charge (fare difference always applies), even after deposit payments. Changes to dates, flights, cabins, add feeders etc can be made for no additional fee. Only downgrades are not permitted. In these cases, a new request will be required.
Should the size change to a different group type i.e. from Small Group to Large group or vice versa, the new Terms and Conditions will apply immediately, even if the group size is changed again at a later stage. After final payment a fee of £60 (GBP) will be applicable. After ticketing the fee will remain the same but no increase in passengers will be permitted.
Can we transfer the ownership of a booking to another branch?
Yes, you can transfer ownership of a booking to a different agent as long as they are within your agency. If you wish to transfer the booking to a different branch you would need to reach out to British Airways via the webform to process this request.
Registration & Multi-Factor Authentication (MFA)
What should I do if I require technical assistance with accessing Groups Travel Hub?
If you encounter technical difficulties accessing the tool, please report them via the following webform
Will existing Group agents automatically be onboarded?
No, a designated Agency Administrator will be required to register through the registration form. Once the registration is validated and approved, the agency administrator will have the ability to onboard additional administrators and users.
How do you access the Groups Travel Hub?
Access to the tool will be through the URL www.grouptravel.ba.com which will only be live for applicable countries on each launch date as the tool is rolled out globally. On the home screen, you will have the ability to register. A registration form will need to be completed.
Do you have any enrolment criteria to book British Airways Groups?
Only travel agents with the ticketing authority to issue tickets on British Airways can be granted access. This is because the settlement for the deposit and final payment is through a Billing and Settlement Plan (BSP), which is not available for the agents without ticketing authority.
Will all types of IATA accreditation be accepted?
Only agents with GoStandard or GoGlobal accreditation can proceed with group bookings. GoLite agents will not be approved to sell groups. This is because GoLite agents can only pay via Easy Pay (EP) or the customer’s credit card. The agency cards are not accepted. The EP payment presents problems if refunds of tickets need to be made.
How will non-IATA agents or agents without British Airways ticketing authority book groups?
Bookings must be made through a British Airways approved IATA agency that holds ticketing authority and has access to our Groups Travel Hub. We are unable to endorse or recommend any specific IATA agency.
Why is my Point of Sale country not appearing in the dropdown menu?
We will continue to roll out the Hub throughout Quarter 4 of 2025. As the roll out continues more countries will gradually be included – if you do not see your country available during registration at this time, please check back soon.
Is the Groups Travel Hub available in all countries?
No, it is not available in India, the United States, Canada, or Bermuda. Please continue to use your local group booking process.
I am trying to register as the Agency Administrator and receive the error message – System was unable to create registration, an entry exists with the same IATA number. Why is this?
The system validates registration against the IATA number, so this message appears because we have already approved a request against this IATA. We will approve the first registration received, and once approved this user will be designated as the agency administrator. We recommend that the link to the Groups Travel Hub is not shared within your organisation until the Agency Administrator is set up.
Do I need to contact British Airways when I need additional users or to revoke a user?
No, this can all be self-managed by the Agency Administrator.
Can multiple users use the same login details?
We would not recommend for tracking purposes, but the system will not restrict.
Will I be able to set a generic email addresses within the system for all email notifications?
Yes, all notifications/reminders can be sent to a shared email however your agency configuration can only be changed by the airline. If this change is required, please complete the webform indicating the new email address.
What if my agency has more than one IATA number, do I need an Administrator for each IATA number?
There is no requirement to register all of your office IATA numbers in the Groups Travel Hub. If your various locations would like to have separate Administrators, you can raise separate registrations per location. It is up to you how you would like to manage the Administrators within your agency.
What does selecting your desired market/point of sale drive?
Selecting the desired market/point of sales will drive the Terms and Conditions applied to the market. Our new Terms and Conditions will be applied globally, so the only difference between each point of sale will be the currency.
Can I select multiple points of sale during the registration process?
During the registration process you can only select one Point of Sale. Once the registration is accepted, you will need to reach out to British Airways via the webform hosted within the Groups Travel Hub for us to assign any additional Points of Sale.
Am I only able to sell Groups from the Points of Sales that I am registered for?
No, in the Terms and Conditions you can book from anywhere to anywhere. You are not restricted to any originating country.
What do I do if I have forgotten my password or username?
This should be self-managed using the ‘forgot password’ or ‘forgot username’ functionality on the login page.
How long is the password reset email valid for?
The password reset link is only valid for 30 minutes.
Are there any restrictions for creating usernames?
A username should generate successfully if it contains any of the following special characters: @ (at sign), . (full-stop/period), _ (underscore), - (hyphen/dash).
However, we will not permit usernames that contain any of the following characters: ` ~ ! # $ % ^ & * ( ) + = [ ] { } \ | ; : ' " < > , / ?"
What is the purpose of implementing Multi-Factor Authentication (MFA)?
MFA has been introduced as an added layer of security. It enhances account protection by requiring users to verify their identity through multiple steps, making unauthorised access more difficult.
Who needs to have MFA enabled?
All Groups Travel Hub users must have MFA enabled on their account to ensure their account is secure and protected.
Can the Agency Administrator disable MFA?
No, this is a mandatory cyber security measure and cannot be disabled.
Is it necessary for the Agency Administrator to configure this for all users during the onboarding process?
No, MFA is enabled at agency level, therefore when we onboard the Administrator, the agency will automatically have MFA enabled. When any subsequent new users are added to an agency, they will automatically have their MFA enabled from within their user profile.
How do I sign into the system using MFA?
The first time you sign into the site, you will be prompted with a pop-up display asking you to configure your method of authentication.
2 options are available:
- Authenticator App (mobile or desktop)
- Email Verification
Once you have completed your initial setup of MFA (Authenticator or Email), then on subsequent logins the system should take you straight to the page to enter your OTP.
For the authenticator app, there will also be an option if the user does not have access to the authenticator app and require authentication via another method (i.e. email)
What happens if a user cannot access their authenticator App?
Should the user not be able to access their authenticator App, they will have the ability to verify their identity using another method such as email authenticator.
What happens if a user changes or loses the device they use the authenticator app on?
The user will need to contact their Agency Administrator. They will have the permissions to “Reset Two Factor”. By using this function, the system will forget the existing MFA that is assigned to the user and allow for the user to set up a new one.
Servicing
What is the expected response time for requests submitted via the webform?
Our SLA will be 3 working days to start working on your request.
Will I be charged for a name correction?
No, charges do not apply for name corrections. However, to avoid the name change fee being applied, please ensure that name changes and name corrections are requested separately.
How do we request a seat for an infant who turns two part-way through their journey?
The seat for the return journey should be added through the Groups Travel Hub. Our webform should then be completed for BA to update the booking. No change fee applies for the addition of the Infant turning two seat.
Can I book other carriers in the itinerary?
No, Groups Travel Hub will show all airports, but you can only book for British Airways operated and marketed flights. If you require a partner carrier added to the booking, our webform should be completed.
How can I amend a CBBG/EXST booking after tickets have been issued?
To amend a CBBG/EXST PNR, you will need to submit a webform request.
Do group fares include baggage?
Yes. Group fares are not hand baggage only fares. The baggage allowance will follow the standard policy for the cabin class booked.
Can I request a Special Service Request (SSR) post ticketing?
You cannot add any Special Service Requests (SSRs) in the Groups Travel Hub post ticketing. You must complete our webform for the Groups team to process your request.
If I add a wheelchair to my booking via the Groups Travel Hub, do I still need to submit a webform?
Requests for WCHR can be fully actioned and confirmed within the tool. However, if passengers are using their own mobility aid, these require you to complete our webform for the Groups team to process your request.
I have added a name for excess baggage. Can this name be amended or additional Special Service Requests added?
Once a name is added into the Groups Travel Hub, you can amend prior to ticketing unless a service request has been completed, ie: excess baggage, medical clearance etc. In these scenarios, you must complete our webform for the Groups team to process your request.
Do you have instructions on how to complete the webform?
Yes, we have created this How to Guide which we hope you find useful. It provides step-by-step instructions on:
- Completing all mandatory fields
- Uploading required documents
- Submission guidelines and timelines
Please refer to the guide for detailed instructions to ensure your request is processed smoothly.
Seating and online check-in
Will I still have access to view and book seats via the seat block?
Seat allocation is available after ticketing has been completed. Once ticketing is complete, the drop down for seating is activated and the relevant sector can be selected for seating.
Once the relevant sector is selected the seating plan will appear, but not earlier than 7 days before departure.
Will customers be able to check-in online?
Yes, however all the passengers travelling together must be split from the main PNR to allow check-in on ba.com.
It is your responsibility to ensure that these split PNRs adhere to GDPR and British Airways’ Privacy Policy regulations as outlined in the Legal Terms and Conditions that have been accepted when booking the group.
It is also recommended that you only split the booking and allow customers to check-in online in the following scenarios
- Customers want to purchase additional bags
- Customers want to pay for special seats.
- Frequent Flyer bookings (please note that benefits are restricted on Groups)
How do I access a Seat Map for customers with Medical/Special needs?
These customers will need to be split from the booking and our Service Request webform will need to be completed for our team to action.
Can we add a The British Airways Club membership number to our group bookings in Groups Travel Hub?
Yes, the membership number can be added via the tool. Where the status permits free seat allocation, the relevant customers need to be split off from the booking and the seat assigned via our Trade Helpdesk.
Can customers pay for seating and extra bags?
Yes, paid seating and paying for extra bags can be done on ba.com by the customer. You will need to ensure that the relevant customers are split off from the booking.
Why can’t I purchase paid seating on ba.com and how do I fix it?
Paid seating will be restricted on ba.com within 7 days of departure if a seat block has been assigned. As you will not have access to the booking, please complete our webform so the Groups team can remove the seat block assigned, which will then enable you to purchase a seat on BA.com.
Will I need to take any action for seating if I change the outbound flight?
Yes, if you change the outbound flight, you will need to requeue it again for the robotic process. This applies both in the current process and once the Groups Travel Hub is live.
How do I requeue the PNR for seating once the Groups Travel Hub is live?
You will need to complete our webform to notify us. If the webform is not completed, block seating will not be assigned.
When are bookings queued for seating in the Groups Travel Hub?
Bookings are only queued for seating once the full payment has been added. Therefore, if the first sector is amended before full payment there is no impact.
Refunds
How will refunds be requested?
All requests must be requested by completing our Refunds webform.
How will any refunds due be credited back to agents?
Refunds will be credited via an ACM.
When can I request a refund?
Refunds can be requested at the following scenarios.
1. Tax only refunds.
- When a travel agent fails to adhere to ticket deadlines and Deposit and/or Final payments are kept by British Airways, but taxes are being refunded. CIC is non-refundable.
- Cancellation of entire group. Deposits and Final payments are non-refundable; however, any collected taxes will be refunded. CIC is non-refundable.
2. Entire-amount or part-sector refunds:
These occur during involuntary cancellations. Standard Conditions of Carriage apply.
How do I request a refund of residual taxes if I’ve overpaid – e.g. paid for adults but passengers are CHD or YTH?
Once the ticket has been flown, please complete our Refunds webform. Make sure to tick the 'Group booking refund' option, then select 'Other' and only add the ticket numbers that require the refund.
Disruption
How do I accept a schedule change to a flight?
Minor schedule changes will be auto-accepted however for major changes, you will be able to accept the schedule change from within the tool using the PNR level drop down “Accept Schedule Change”
How do I know which bookings require me to accept/decline the schedule change?
Any schedule changes that require your action will fall on your “To Do List” under the status of “PNR Under Review” This will be where you can see a list of any bookings that need your review.
How do I reject a re-accommodation offered for a schedule changed flight?
If the re-accommodation offered is not suitable, you will need to contact our Groups team either by completing our webform or, if you are within 72 hours of departure, by calling our 24/7 Disruption Support number.
If tickets have already been issued, the same process applies, and we will reissue the tickets for you.
Following disruption how do we access flights that have availability but no groups availability?
You will need to reach out to a British Airways either via the webform or if within 72hours to departure, you can call our 24/7 Disruption Support number.
How will we be notified of any Schedule Change or flight Cancellation – will an email be generated?
The system will send you an email advising the changes/cancellations. The email will be sent to the email address of the agent who “Owns” the booking.
How will I be notified if no alternative has been offered?
The system will create and send the booking owner a schedule change notification listing the schedule change details. The PNR will then move to the failure queue, meaning you should contact British Airways via the webform for options. British Airways will update the PNR in the GDS and re-synchronize the PNR to the Groups Travel Hub for visibility.
What criteria does the Groups Travel Hub use for schedule changes?
Our criteria are set into two categories, minor and major as listed below:
Minor:
- If departure time changes by 5 minutes or less, the system will auto-accept and inform you.
- If arrival time changes by 60 minutes or less, the system will auto-accept and inform you.
Major:
- If arrival time changes by 61 minutes or more, you will have to approve the change.
- If departure time changes by 6 minutes or more, you will have to approve the change.
In the following scenarios, you will have to approve (or not) the changes:
- Schedule change causing Sub-MCT
- Cancelled flights
- Arrival or departure date change
- Arrival or departure airport change
- Change of route
- Cabin downgrades
- Change of route