Multiple disruptions affecting travel
Updated 3 hours ago.
Policies
Find out about making and changing bookings, our policies and help for customers requiring additional assistance, including travelling with children, pets and medical clearance.
Self Service
Find streamlined access to essential information and resources.
Standard customer guidelines
Standard customer guidelines should be used during disruption eg cancellation, delays and schedule changes
Offloads
You may need to use this process if a customer has checked in for their flight but needs to be offloaded
Procedures
Individual policies and customer handling guidelines.
Refunds
You should service all tickets you issue, including calculating, processing and reporting all refund transactions via your GDS
Group bookings
Groups are 10 or more people* travelling in economy, 7 or more people* travelling in premium economy or business
Change fees & refundable balance
You should issue an EMD for collection of reservation change fees and refundable balance
Online check-in restrictions
We have some restrictions in place which means some customers may be unable to use online check-in
Name corrections
We recommend you make bookings with the customer's full first name rather than just an initial
Ticketing
Check our ticketing information when making bookings
Ticketing instructions
Find out more about our policies and procedures to ensure your bookings are processed correctly
COVID-19 policies
Book with Confidence policy information and COVID-19 guidelines. Our Trade Helpdesk team will validate the ticket eligibility
Advance passanger information
Governments of several countries require us to collect Advance Passenger Information prior to travel
Agency discount tickets
We are pleased to offer AD75 and AD50 reduced rate travel concessions to IATA approved travel agents
Onboard assistance
For customers requiring additional assistance
Disability and mobility assistance
The service provided to Persons with Reduced Mobility (PRM) is governed by EU and US legislation
Medical clearance & travelling with casts
If a customer has a medical condition or injury, we need to know about it so we can offer specific guidance or assistance if required
Service dogs
British Airways carries trained service dogs free of charge on all flights
Seating
Some customers are eligible for free seating from the time of booking
Children travelling alone
Due to a decline in demand, we no longer operate an unaccompanied minor (Skyflyer Solo) service for flights operated by British Airways and BA CityFlyer