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 between 3 March 2020 - 7 June 2022 for travel (outbound and inbound) by 30 September 2022 and |
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 |
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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 > |
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GROUPS |
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. and - One free name change per passenger |
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Unticketed Groups bookings (created before 14 June 2022) travelling from 13 March 2020 up to 30 September 2022. |
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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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 > |
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:
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.
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.
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 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.
Raise an enquiry via our contact form >
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.