Commercial policy -For customers affected by the longer flight connections between T4 and T5

Process for managing customers who have been affected by longer connection times

We have put in place a commercial policy to help you make the necessary changes to customers’ bookings affected by the longer flight connection time between Terminals 4 and 5. The policy applies ONLY to bookings between 05 June and up to and including 25 October 08.

Customers should be rebooked on the first available flight in the same booking class or if this is not available, the lowest available booking class in the same cabin.

• The ticket will need to be reissued/revalidated with the following comment in the PNR and on the ticket:: “connecting segment rebooked due T5 move”. This will ensure no debit memos are improperly issued.
• We will not charge a service fee for rebooking direct or travel agency bookings
• Agents can rebook their customers in the same way or refer them to British Airways
• British Airways will not be responsible for any other costs

Please note that in cases where customers are referred directly to British Airways for rebooking assistance, we will assume ownership of the booking.