|Revenue stream||Applicable to||Options|
Existing bookings ticketed any time, for travel outbound or inbound between 14 March and 30 September 2020
New ticketed bookings created between 3 March and 30 September 2020 for travel until 31 August 2021
Change to a new flight with no British Airways (or Lime) change fee
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 2022
To help navigate the policy for tickets under our Flights service, use this flow chart >
|Groups||For ticketed bookings||
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
One free name change per passenger
Non-ticketed bookings travelling between 1 August and
- One free change permitted for travel within system range if we are advised before 30 September 2020.
Please contact our Groups department to confirm the change.
For cancelled flights or amending return mid-journey due to quarantine restrictions, please obtain Principal Guidelines directly from British Airways Trade Support >
Guidelines for British Airways on Qatar Airways >
Our phone lines are open between 09:00-17:30 Monday-Friday to support critical matters that can't be dealt with over email. For general enquiries, please continue to use email or online chat which we operate between 08:00-19:00 Monday-Friday, and 09:00-15:00 Saturday.
Refund timetables can be found via Michael Edwards' frequent Bulletins, past issues of which are available here >
FOR EXCHANGE TRAVEL CREDIT (FLIGHTS ONLY)
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 at this moment, requires assistance from our Customer Support team.
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 (Flights only) or contact Customer Support (Groups only) for full, standard, or partial refund requests
Our timeline for refund fulfilment can be found via our Managing Director's frequent Bulletins, previous versions of which can be accessed on the Travel Innovation Group's Bulletin Library.
- stating the date of travel, British Airways PNR and Lime booking reference in the subject line
- include your contact number and your query in the email body
- only send one booking per email
For CRITICAL enquiries, our Customer Support lines will be available between 09:00-17:30 Monday-Friday (from Wednesday 13 May) via the usual phone numbers depending whether you need Flights or Groups support. 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 sporadically
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.