Guidelines - Vulcanic eruption in Iceland 15 April 2010
Please see below details of commercial policy for customers affected by flight disruptions caused by the vulvanic eruption in Iceland on 15 April 1010. Commercial policy will allow customers to rebook or refund.
Advice for customers/agentsIf a customers flight is cancelled then the following options are available to them:
Rebook onto an available flight to the same destination within a 3-day period before or 14-day period after the scheduled departure time of the original flight. If the same booking class is not available, the next lowest class may be booked within the same cabin. This will be at no additional cost to the customer, and if required, the validity of the ticket may be extended.
or
Rebook onto a flight to the same destination at a later date in the same booking class and cabin. The flight must be re-booked and travel must take place within the validity of the original ticket purchased. This will be at no additional cost to the customer.
or
Rebook to an alternative gateway within a 14 day period after the scheduled departure of the orginal flight in the same country or gateway close by in a neighbouring country. ie) Lyon and Geneva, If the same class is not available then the lowest class in the same cabin may be booked.
Onward travel form the alternative Gateway is at the customers own expense.
or
Refund the ticket purchased to the original form of payment.
Conditions:
- The change in booking must take place no later than two weeks after the original flight.
- Travel must be completed within ticket validity or within three months from the original flight, whichever is longer.
- Other flights in the same booking, if applicable, can be rebooked at the same time, and no extra fare is payable.
- Your customer may instead claim a refund for the unflown flights in their booking.
Note:
Please ensure all your bookings that you are rebooking or refunding yourself that you input the below into your tickets endorsement box or refund notices. British Airways will not issue any ADMs for any reissues and refunds actioned according to above Commercial Policy.
Bookings affected by the Vulcanic eruption may rebook, reissue (on BA only, rebooking and reissues onto other carriers are not permitted) and refund accordingly. Please ensure the following remarks are inputted into the endorsement box for reissuing of the ticket: INVOL RBKD DUE VULCANIC ERUPTION POLICY APPLD.
For all ticket refunds, please ensure the following remarks are inputted into the ‘Refund Mask’: DUE VULCANIC ERUPTION POLICY APPLD. If your GDS does not permit refund remark, please ensure to update same on your PNR.
Rebooking and Refund options:
The information below covers only customers holding a ticket on a British Airways operated flight and issued on British Airways 125 ticket stock.
If a customer has a segment on British Airways that was issued on another carrier's ticket stock you must contact the issuing carrier.
