CONTACTING US AND MANAGING YOUR BOOKING

CONTACTING FLIGHTS DEPARTMENT & MANAGING FLIGHTS BOOKINGS

Please familiarise yourself with the new ways to contact our Flights team depending on your enquiry, which will help us manage the large volume of enquires as efficiently as possible. All previous email addresses for our Flights teams are no longer monitored as of 16 January.

FOR RESERVATIONS & GENERAL ENQUIRIES

Email: reservations@lime-management.com 

- state the date of travel and PNR in the subject line

- include your contact number and your query in the email body

- only send one booking per email

For enquiries that can't be dealt with over email, our Customer Support lines will be available for Reservations between 09:00-17:30 Monday-Friday. Should you need critical support outside of our operating hours, add 'URGENT' in your email subject line, a duty manager will be monitoring our support inboxes.

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 via ticketing@lime-management.com

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 OTHER OPERATIONAL SUPPORT

Email depending on your query:

> ticketing@lime-management.com
> postticketamends@lime-management.com   
> schedulechanges@lime-management.com    
> refunds@lime-management.com

- state the date of travel and PNR in the subject line

- include your contact number and your query in the email body

- only send one booking per email

 

REQUESTING FLIGHTS REFUNDS, OR CHECKING WHEN YOURS IS DUE

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

Our timeline for refund fulfilment should always be consulted to monitor the status of your refund. The timelines can be found in Michael Edwards' latest Bulletin, which can be accessed on the Travel Innovation Group's Bulletin Library.

Email: refunds@lime-management.com only if you haven't received a refund in the timeframes stated in the refund timelines, 

 

CONTACTING GROUPS DEPARTMENT & MANAGING GROUPS BOOKINGS

FOR GROUPS RESERVATIONS & OPERATIONS

Email bagroups@lime-management.com

- state the date of travel and PNR in the subject line

- include your contact number and your query in the email body

- only send one booking per email

For enquiries that can't be dealt with over email, our Customer Support lines will be available between 09:00-17:30 Monday-Friday. 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.

 

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 25 January 2021)	New ticketed bookings made from 3 March 2020 onwards for travel any time 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 (or Lime) 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 April 2022 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 3 November 2020)	Ticketed Groups bookings travelling up to 31 May 2021	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
	Unticketed Groups bookings travelling up to 31 May 2021	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 30 April 2021 for the ADM waiver policy to apply Please consider Lime's processing time when submitting your cancellation request, we request that you submit 48hrs in advance of the airline's deadlines which are provided above. Cancellations requested outside of this policy are as per Standard Terms & Conditions. 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 the change. Please consider Lime's processing time when submitting your change request; we request that you submit 48hrs in advance of the airline's deadlines which are provided above. Cancellations requested after this policy expires are as per Standard Terms & Conditions.

 

 

Additional temporary policy that could work for you if you're booking ITX deferred fares travelling up to 14 March 2021:
British Airways Flexible TTL policy (updated 18 November 2020)

To support Tour Operators during changeable times, BA have introduced a policy on Ticket Time Limits (TTL) that allows greater flexibility on ITX deferred fares travelling up to 14 March 2021. Read more here >

COMMUNICATIONS

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.

 

AIRLINE NEWS

We recommend you consult the entry requirements according to the Foreign, Commonwealth and Development Office for each destination before booking, ticketing and travelling.

• Mandatory testing required on inbound flights to England. More > (13 January 2021)
• Additional Price Points added to North America routes in Club World Classes. More > (25 November 2020)
• British Airways Head of Global Sales Mark Muren updates the trade on the airline's approach to managing flights during the UK's lockdown-related travel ban. Read here > (5 November 2020)
• 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.