Help & Support

Need help or support in making a group booking? Whatever your question or query we have a team on hand ready to provide the answer

Latest News

Coronavirus outbreak

12 March 2020

Following the COVID-19 disruption and as we return to flying, this page will be updated with key information and links you can refer to in relation to your bookings and future booking plans.

Policy for trade group bookings - effective July 10, 2020

In order to assist our Trade partners on all existing and new, ticketed and unticketed Group bookings held for travel between June 28 - November 30, 2020, the following policy has been introduced:

For unticketed bookings:

We allow all bookings to be cancelled

 - Penalties do not apply when space is released no less than 30 days prior to outbound travel date

 - Any deposit amount will be retained by British Airways as Credit to be redeemed for travel up to 30 April 2022 (all sectors must be completed by this date)

   To take advantage of this, you must keep a record of the booking reference from the booking you are cancelling, and contact us when you have held your new booking to apply the value of your Credit

For ticketed bookings:

- One free change for travel up to 30 April 2022 (Subject to availability. All sectors must be completed by this date)

- One free name change per passenger

- Re-routing permitted

- Any additional fare and taxes must be collected 

Free changes apply once per ticket, not per policy update.

For all existing and new, ticketed and unticketed Group bookings held for travelling commencing December 1, 2020, Standard Pre-Covid Group Terms and Conditions policy will be re-introduced.


We have been developing a process that aims to refund our Groups partners as fast and efficiently as possible. We hope the timeline below offers you and your customers assurance in when to expect any payments you are due.

Only if you feel you have a payment due that has not been received in the time frame determined below should you contact us to query. Thank you for your cooperation.

Contacting us

We are currently working through high enquiry volumes and will be processing the bookings in order of departure date/time. Please email your enquiry with the following:

- PNR and departure date in the subject line

- The rebooking options your would like (in order of preference) plus your contact number and any other details that may help us to resolve your request as efficiently as possible in the email body

If you have not heard from us and your booking is due to travel in 24 hours please email us at

Flight status and airline news

You can check your customers' flight status here, and British Airways trade support for the latest guidelines.

Please see our news regarding additional tax on UK and European sectors via London Gatwick here >

Travel advice

For latest advice visit the Foreign Office

Coronavirus updates

For latest advice on coronavirus please check:

Coronavirus Government response

World Health Organisation