Why won’t BA refund my flights despite travel being illegal at the time?
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Why won’t British Airways reimburse my flights, despite traveling abroad being illegal at the time due to Covid rules?
- In April last year, the government banned Covid-19 rules from international travel
- Travelers without valid reason under the exemptions could be fined £5,000
- British Airways flight went as planned, but our reader was unable to go abroad
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My wife and I have booked a holiday to Palma Mallorca in mid April 2021 flying with British Airways from London City Airport.
However, at the time of the trip, government regulations prevented us from going abroad as it was just a vacation and outside the exemptions that allowed travel. So we didn’t go.
When I contacted British Airways to request a refund they said that as the flights I booked had gone as planned – one of the few still departing – I am not entitled to a full refund, only on a voucher.
I tried again in May of this year to get my money back when I heard that other customers were having more success, but I was denied again because the flight was running.
The value of the voucher is £594.98 and as my wife and I are both retired that amount would be incredibly helpful to us at this point – JD
Government rules banned international travel last April, but one reader’s flight still took off so British Airways wouldn’t give him a refund.
Fran Ivens, of This is Money, answers: I’m sorry to hear about your vacation. There will be many others like you who were disappointed when trips abroad had to be canceled due to government Covid-19 restrictions that year.
At the time of your trip, government regulation was that you were not allowed to go on holiday abroad and this could result in a fine of £5,000.
There were exceptions to the rule, such as travel to reunite families, which was partly why British Airways still operated the flights – to cater to those who were allowed to travel.
However, I agree that it seems unfair that you only had issues with a voucher rather than a full refund due to circumstances beyond your control.
I went to British Airways and asked them to explain their Covid era refund policy and if they could investigate your case.
I am pleased to say that the company has confirmed that it will refund you the full amount of the voucher in cash.
It also said that because you paid for the tickets partly in cash and partly with Avios points, those points will also be refunded to your account.
But it turns out that using your points and cash could be the reason why you got a voucher.
British Airways has refunded customers with vouchers with more complex bookings, such as those using Avios as payment.
They also reach customers with British Airways Holidays vouchers that go unused for two years after they are issued, and those who cannot use their vouchers online.
It sounds like you somehow fell through the system and thus were not contacted by the airline to let you know that you were entitled to a full refund if your booking.
In a statement, the airline confirmed to me that they have contacted you to resolve the matter and that a refund is on the way.
It’s a helpful reminder for all of us to reach out to businesses and double check that we’re not missing out on what we owe.
No doubt systems were under pressure during Covid and it makes sense that some customers were missed so it’s always worth following up.