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

Revenue stream	Applicable to	Options
FLIGHTS (Applicable from 8 June 2022)	New ticketed bookings made between 3 March 2020 - 7 June 2022 for travel (outbound and inbound) by 30 September 2022 and Existing bookings ticketed before 3 March 2020, for travel commencing up to and including 28 February 2021	Change to a new flight with no British Airways 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 September 2023
FLIGHTS (Applicable from 8 June 2022)	New bookings created from 8 June 2022 will no longer be covered by this policy and should be governed by the fare rules on the ticket and our standard conditions of carriage; however, should new major travel restrictions should be introduced, specific Customer Guidelines will be issued. Options subject to availability, additional fare & taxes, for full policy see > To help navigate the policy for tickets under our Flights service, use this flow chart >
GROUPS (Applicable from 14 June 2022)	Ticketed Groups bookings (created before 14 June 2022) travelling from 13 March 2020 up to 30 September 2022.	- One free change within system range (typically +355 days in the future) once the new travel date is known. If the new travel date is currently unknown or outside of system range, please contact us to arrange that your PNR is kept ‘live’, until such time as to complete the one free change. Failure to keep the PNR live may result in the tickets not being available to use towards a new booking. PNRs must be renewed as ‘live’ every 12 months to maintain validity until utilised for new travel. and - One free name change per passenger - Re-routing permitted - Any additional fare & taxes must be collected - New tickets are required to be issued within 48 hours of re-booking All new travel, both outbound and inbound, must be completed by 30 September 2023. Please consider Lime's processing time when submitting your requests, we recommend that you submit 48hrs in advance of the airline's deadlines which are provided above. Changes requested outside of this policy are as per Standard Terms & Conditions.
	Unticketed Groups bookings (created before 14 June 2022) travelling from 13 March 2020 up to 30 September 2022.	Option 1 • We allow all bookings to be cancelled up to 30+ days before departure • We will not generate an ADM for cancellation within the above update window • Space must be released by 1 September 2022 for the ADM waiver policy to apply or Option 2 - One free change permitted for travel within system range - Re-routing is permitted - Any additional fare and taxes must be collected and the new date must be held in at the time of removing the existing flights no longer required 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. Changes and cancellations requested after this policy expires are as per Standard Terms & Conditions.
	New bookings created from 14 June 2022 will no longer be covered by this policy and should be made under standard Group booking Terms and Conditions. Options subject to availability, additional fare & taxes for full policy see >

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

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.