Standard customer guidelines

Standard customer guidelines should be used during disruption eg cancellation, delays and schedule changes.

The links on the left will take you to the standard customer guidelines for different types of disruption.

Sometimes we offer additional flexibility and issue specific rebooking guidelines during disruption. When applicable, these guidelines are linked from the ‘Rebooking Guidelines & Policies’ section on the BA travel Partner Connect homepage. You can also view archived guidelines if you need to refer back to them.

You should add customer contact details into bookings so we're able to send updates during disruption. Find out more

Disrupted customers may also be eligible for compensation through EU Regulation 261/2004. Find out more