Cabin Crew Industrial Action - Customer Guidelines

Endorsements:
British Airways will not issue any ADMs for any reissues and refunds that you may action according to the Commercial Policy. Tickets may be annotated with: BA Strike Spring 2010 in the endorsement box for future reference.

Please review the following conditions first:
1) Any tickets booked after 10th May 2010 – will be governed by standard conditions of carriage
2) All changes must be made prior to the departure of the original flight
3) All flights to/from London Gatwick, BA Citiflyer, codeshares, franchises and LCY – JFK are operating as normal - Any changes are governed by the standard applicable fare rules

All Long-haul and short-haul flights to/from London Heathrow (LHR) are governed by the following guidelines:
Travel agents may action any of the following options except where indicated.

A) Advice for Customers whose flight is OPERATING over the strike period 18 May to 09 June inclusive
1. Rebook onto an available flight to the same destination within a 355 day period after or before the scheduled departure time of the original flight. If the same booking class is not available, the lowest class available in the same cabin may be booked. This will be at no additional cost to the customer, and if required, the validity of the ticket may be extended.

or

2. Refund – Only if fare rules allow

B) Advice for Customers whose flight is CANCELLED over the strike period 18 May to 12 June inclusive
1. Rebook onto an available BA flight to the same destination within a 355 day period before/after the scheduled departure time of the original flight. If the same booking class is not available, the next available available in the same cabin may be booked. This will be at no additional cost to the customer, and if required, the validity of the ticket may be extended. 

or

2. Rebook to the nearest alternative gateway within a 14 day period before/after the scheduled departure time of the original flight in the same country or a gateway close by in a neighbouring country, i.e. Lyon and Geneva. If the same booking class is not available, the lowest available class in the same cabin may be used. Please advise the customer that onward travel from the alternative destination will be at the customer’s own expense, before you agree to rebook this option

or

3. Rebook onto an agreed alternative carrier up to 11 June 2010- Travel agents must call BA for this option and cannot action this on their own.

or 

4. Refund the ticket purchased to the original form of payment.

Important Notes:
>  If a customer claims a full refund and subsequently discovers that their original flight is going to operate then they will be treated as a new customer and can only purchase a new ticket at the prices available at the time. This applies whether the customer has either received or not received their full refund back to the original form of payment.

> If a customer rebooks onto a flight outside of the strike period and subsequently discovers that their original flight is going to operate then you will be allowed to rebook them back onto the original flight at no extra cost, subject to availability. If the same booking class is not available, then the lowest class available in the same cabin ONLY may be booked.

> If a customer's flight has been cancelled and then subsequently re-instated but they have not made any change yet, then we can offer all the options above, including a full refund

Refunds:
Travel agents should process full refunds on behalf of their customers per normal procedures.

Partial Refunds Process:
For US/Canad/Bermuda agents - All refunds for sector fares will be handled by NA Refunds. Please fax request to 347 418 4241. Upon receipt we will action as per the commercial policy. If the customer is entitled to a refund it will be processed after travel is completed as to avoid invalidation of the e-ticket. Please do not queue requests to the rate desk. Other regions please follow normal process.