Coronavirus outbreak

Due to the current Coronavirus (COVID-19) situation, we will be keeping this page updated with key information and links you can refer to in relation to your British Airways bookings during this time of uncertainty.

Bank holiday operating hours and contacting us (updated 8 April 15:015)

We are operating on Good Friday with a core team to keep on top of your email requests, however we are observing the Easter Monday bank holiday to enable our teams to recharge.

Should you need support outside of our operating hours, please add 'OUT OF HOURS HELP' in your email subject line, a duty manager will be monitoring our support inboxes.

Please note that any ticketing deadlines remain your responsibility, and should you require assistance with a booking that is due to be ticketed this weekend, we recommend you contact us during operation hours.

Thursday 9 April	08:00 - 19:00
Friday 10 April	09:00 - 17:30
Saturday 11 April	09:00 - 15:00
Sunday 12 April	Closed
Monday 13 April	Closed
Tuesday 14 April	08:00 - 19:00 (normal hours resume)

Contacting us

Our phone lines remain closed as this has proven the most efficient way to help our tour operator partners through this challenging time - for which we thank you for your cooperation and understanding. We will continue to service our partners via email and prioritise requests in order of urgency. Please be prepared not to hear from us until around 24 hours before departure whilst we prioritise requests by departure date.

FOR EXCHANGE TRAVEL CREDIT

Please email baflights@lime-management.com / bagroups@lime-management.com

- stating the date of travel, British Airways PNR and Lime booking reference in the subject line

- include your contact number and what action is required in the email body

- only send one booking per email

Please be prepared not to hear from us until around 24 hours before departure whilst we prioritise requests by departure date.

FOR REFUNDS (FLIGHTS ONLY)

Use our dedicated refund form for full, standard, or partial refund requests.

Our timeline for refund fulfilment can be found via our Managing Director's twice weekly bulletins, previous versions of which can be accessed on the Travel Innovation Group's Bulletin Library.

FAQs

A summary of queries from our trade partners can be read here (updated 24 March 17:50)

They include guidelines on: why we cancelled bookings and what bookings were cancelled, redeeming an exchange travel credit, obtaining a refund and bringing back overseas clients early amongst many others.

You can also watch a statement from some of our senior management team (recorded on 23 March 2020) about these guidelines here:

Policies and initiatives

London Heathrow Terminal 3 to Terminal 5 flight move (updated 27 March 11:15)

Lime - removing the rebooking pressure initiative (updated 2 April 18:30)

Applicable to

Action

Flights cancelled by airline

What do you need to do?

Bookings due to depart the UK before midnight on 30 April 2020

Lime will cancel all flight bookings made via the Flights system and automatically process your ticket for an exchange travel credit for those customers to use when they wish to rebook within policy guidelines. No action is needed by the tour operator. Read full article for Flights system users here >

You can also do this yourself - for flights travelling after 20 April but still within BA's policy - within your Flights account using the new 'Disruption Cancel' button. Read full article for Flights users here >

If your passenger's flight is subsequently cancelled and is eligible for refund via policy, please complete the online form here >

Refunds will be processed subject to the overriding airline policy rules.

When your clients are ready to rebook, this can be done as usual via our Flights system:

1. Make a new booking as you usually would

2. Add a reference on the new booking stating 'C19' with the original PNR to remind you that this is an exchange travel credit booking and enable us to accurately matxh your new bookings with your original one

3. These new bookings will have to be ticketed by us: this way, we can use the travel credit from the original booking towards a new one

PLEASE DO NOT TICKET THESE BOOKINGS YOURSELF AS WE WILL NOT BE ABLE TO USE THE TRAVEL CREDIT FROM THE ORIGINAL BOOKING.

British Airways Book with Confidence policy (updated 6 April 10:40)

Revenue stream	Applicable to	Options
Flights	Existing bookings ticketed any time, for travel between 14 March and 31 May 2020 or New ticketed bookings made between 3 March and 31 May 2020 for travel until 31 December 2020	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 (for Flights bookings only). All travel must be completed within 12 months of the original departure date For full policy see batraveltrade.com
Groups	For ticketed bookings travelling between 27 March and 30 June 2020	One free date or route change, both sectors to travel within 12 months of original departure (subject to availability, additional fare & taxes). Please advise us of your new dates before 30 days pre-departure and One free name change per passenger
Groups	Non-ticketed bookings travelling between 27 March and 30 June 2020	Cancellation and refund is available, if we are advised to release the seats prior to 14 April 2020 Cancellations requested after this policy expires are as per Standard Terms & Conditions. Please consider Lime's processing time when submitting your cancellation request, please submit in advance of the airline's deadline.

British Airways Principle Policies and Customer Guidelines (updated 26 March 18:30)

Please obtain directly from British Airways Trade Support >

Contacting us (updated 2 April 17:05)