Policies can be a minefield - to try and help you navigate the best option for your booking, we suggest you refer to British Airways 'Principal Guidelines' first which will then direct you to their 'Book with Confidence' policy, or their 'Standard Customer Guidelines' depending on the circumstance of your booking.
British Airways 'Book with Confidence' policy in brief
Revenue stream | Applicable to | Options | |
FLIGHTS |
New ticketed bookings made from 3 March 2020 onwards for travel (outbound and inbound) by 30 April 2022 and |
Change to a new flight with no British Airways (or Lime) change fee or Exchange your ticket for an Exchange Travel Credit worth the full value of the original ticket. Inbound and outbound travel must be completed by 30 April 2023 |
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Options subject to availability, additional fare & taxes, for full policy see > |
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GROUPS |
Ticketed Groups bookings travelling from 13 March 2020 up to 30 November 2021 |
All new travel, both outbound and inbound, must be completed by 23 April 2023. and - One free name change per passenger. |
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Unticketed Groups bookings travelling from 13 March 2020 up to 30 November 2021 |
Option 1 Option 2 - One free change permitted for travel within system range Contact our Groups department to confirm a change. Please consider Lime's processing time when submitting your change request; we recommend that you submit 48hrs in advance of the airline's deadlines which are provided above. |
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Options subject to availability, additional fare & taxes for full policy see > |
To support Tour Operators during changeable times, BA have introduced a policy on ticketing deadlines (or Ticket Time Limits/TTL) that allows greater flexibility on IT deferred fares travelling up to 30 June 2021. Read more here >
Please familiarise yourself with the new ways to contact our Flights team depending on your enquiry, which will help us manage the large volume of enquires as efficiently as possible. All previous email addresses for our Flights teams are no longer monitored as of 16 January.
Raise an enquiry via our contact form >
For enquiries that can't be dealt with over email or online chat, our Customer Support lines are available for reservations or general enquiries between 09:00-17:30 Monday-Friday.
Our emergency our of hours phone number can be found within your Flights account, by hovering over the 'emergency' icon.
Our Flights system enables you to self manage the process of creating and redeeming an Exchange Travel Credit up to the point of ticketing, which requires assistance from our Customer Support team (you can use our contact form to raise a ticketing request)
Read our 'How To' guide here, and please continue to refer to airline policy before taking any actions to ensure you're handling your bookings within policy.
Use our dedicated refund form to request full, standard, or partial refund requests.
Our timeline for refund fulfilment should always be consulted to monitor the status of your refund. The timelines can be found in Michael Edwards' latest Bulletin, which can be accessed on the Travel Innovation Group's Bulletin Library.
Email: raise an enquiry with us via our contact form only if you haven't received a refund within eight weeks of us acknowledging your refund request.
Raise an enquiry via our contact form >
FOR GROUPS RESERVATIONS & OPERATIONS
Email bagroups@lime-management.com
- state the date of travel and PNR in the subject line
- include your contact number and your query in the email body
- only send one booking per email
For enquiries that can't be dealt with over email, our Customer Support lines will be available between 09:00-17:30 Monday-Friday. Should you need critical support outside of our operating hours, please add 'URGENT' in your email subject line, a duty manager will be monitoring our support inboxes.
To streamline our communications, which we understand can be overwhelming now more than ever, Managing Director of Lime and wider Travel Innovation Group Michael Edwards has dedicated to collating key information into regular e-bulletins to our trade partners which are collated here.