CONTACTING US AND MANAGING YOUR BOOKING

CONTACTING FLIGHTS SUPPORT & MANAGING YOUR FLIGHTS BOOKINGS

Please familiarise yourself with the new contact form for our Flights Support team.

Due to a spike in demand, our call wait times are up to one hour. Using our contact form sends your enquiry to the correct team immediately, enabling them to efficiently handle your request and our phonelines remain available for ugent ticketing deadlines or travel within the next 48 hours.

FOR RESERVATIONS & GENERAL ENQUIRIES

Raise an enquiry via our contact form >

For urgent enquiries for travel within the next 48 hours only, our Support lines are available between 08:00-19:00 Monday-Friday, and 09:00-15:00 Saturday.

Our emergency our of hours phone number can be found within your Flights account, by hovering over the 'emergency' icon.

USING FLIGHTS EXCHANGE TRAVEL CREDIT

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.

FOR REFUND REQUESTS OR ENQUIRIES

Use the our dedicated refund form to request full, standard, or partial refund requests.

Enquiring about the status of your refund: 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.

FOR OTHER OPERATIONAL SUPPORT

Raise an enquiry via our contact form >

CONTACTING GROUPS DEPARTMENT & MANAGING GROUPS BOOKINGS

FOR GROUPS RESERVATIONS & OPERATIONS

Raise an enquiry via our contact form >

For enquiries that can't be dealt with via the contact form or online chat, our Customer Support lines are available for reservations or general enquiries between 08:00-19:00 Monday-Friday, and 09:00-15:00 Saturday.

Our emergency our of hours phone number can be found within your Flights account, by hovering over the 'emergency' icon.

POLICIES

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

Removal of UK Travel Restrictions

From Friday 18 March, the UK Government have confirmed all remaining COVID-19 travel measures, including the Passenger Locator Form (PLF) and tests for all arrivals, including passengers who are unvaccinated, will be removed for travel to the UK/

Customers can continue to use Sherpa to check entry and testing requirements for travel to or from their destination, and you can view a copy of our latest operating schedule here. 

British Airways has reviewed their policy on face coverings and confirm from Wednesday 16 March:

• Customers travelling on BA-operated flights will only be required to wear a mask on board if the destination they are flying to requires this, such as the USA
• Depending on the destination and local requirements, customers may be required to wear a mask to disembark the aircraft and within the airport terminal
• As a precaution, all customers should continue carrying face coverings with them for the duration of their journey