Check our support page regularly for policy updates and the best way to contact us.

Policies & airline news


Airline news

The skies are open! British Airways announce the routes that return in July ans August, read here > (updated 10 July) 

Additional Price Points added to North America routes, read here > (updated 9 April)

London Heathrow Terminal 3 to Terminal 5 move, read here > (updated 27 March)

Qatar Airways extends Joint Business agreement with British Airways, read here > (updated 12 March 2020)

YQ tax added to LGW shorthaul routes, read here > (Updated 13 May 2020)



British Airways 'Book with confidence for new bookings' and 'Flexibility for existing bookings' policy (updated 2 July 14:50)

Revenue stream Applicable to Options  

Existing bookings ticketed any time, for travel outbound or inbound between 14 March and 31 August 2020


New ticketed bookings created between 3 March and 31 August 2020 for travel until 30 April 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

If your tickets have been reissued under this policy prior to 5 May 2020, one further free change is permitted

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 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 July and 30 November 2020

Cancellation and refund is available, if we are advised to release the seats prior to 30 July 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 48hrs advance of the airline's deadline.
Non-ticketed bookings travelling on/before 31 December 2020

- One free change permitted for travel within system range. Change must be confirmed by 30 July 2020.
- 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
- Re-routing is permitted

Please contact our Groups department to confirm the change.

Cancellations requested after this policy expires are as per Standard Terms & Conditions. Please consider Lime's processing time when submitting your change request; we request that you submit 48hrs advance of the airline's deadlines which are provided above.




British Airways Principal Guidelines (updated 28 April 12:50)

For cancelled flights, please obtain Principal Guidelines directly from British Airways Trade Support >



Managing your bookings and contacting us (updated 11 May 15:25)

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 >



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.



Please email / 

- 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 



Bulletins from Michael Edwards, Managing Director

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.


FAQs (updated 24 March 17:50)

A summary of queries from our trade partners have been answered here.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.



Travel news and advice

Oberammergau Passion Play: The event has now been rescheduled to take place 14 May-2 October 2022. Whilst flights for this schedule are not in system range as yet, we are once again offering our Groups pre-registration service which means that as soon Groups space becomes available, we will provide a quote, giving you a head-start on booking. Please note, using this service does not guarantee or hold space. More on this service, and details on travelling with British Airways to Oberammergau can be read here* >

*you will be redirected to communication from 2019 which refers to other events relevant to the time of publication, and flight schedules which may be subject to change. 


For the latest advice visit the Foreign Office and ABTA's advice for customers