I would fly to Cambodia on April 3. I booked the trip with TravelUp travel agency and the flights are with British Airways.
The corona virus now allows me to travel longer, but BA still has not canceled my flights.
Last week, I tried to contact TravelUp and BA and my insurance company, Nationwide Building Society, for information.
Nationally, the only company I can go to. It said that I have to wait for the flights to be canceled and they won’t talk to me about compensation for 48 hours.
BA offers an arrangement whereby customers can receive a voucher instead of their arriving flights
However, BA currently offers a ‘book with confidence’ scheme that gives you the opportunity to cancel your flight if you must travel between March 14 and May 31 and receive a coupon for the value of your flight within the following 12 months later. another destination.
However, under the terms and conditions, I must have booked the flight directly through BA or through a merchant to be eligible.
Can I get my voucher while I have booked through TravelUp? Is there a chance to get a refund instead?
Grace Gausden, This is Money, replies: Firm new measures were being taken across Britain to stop the coronavirus, with the Prime Minister announcing a shutdown of the country.
All British people have now been ordered by the government to return to the UK when they are abroad, while those in the UK have been told not to leave.
As such, most flights abroad have been canceled or postponed to later in the year.
One of the emails BA sends to customers about upcoming flights
Nevertheless, you received an email from BA this week saying that your flight to Cambodia should continue and we look forward to welcoming you on board.
This is worrying because it suggests that the flight will continue as planned, even though there is a global pandemic advising people not to leave the house, let alone travel halfway around the world.
However, many flights are still being carried out for repatriation.
Although you will take precautions, if your flight is canceled or delayed, you are now concerned with how to get compensation from BA.
BA’s new ‘book with confidence’ scheme says that those flying with BA between May 31, 2020 can cancel their booking free of charge and then email a voucher worth their booking.
The voucher can be used as payment for a future booking to any destination, on any chosen date.
BA said if a customer’s flight is canceled, they should call the airline to discuss their options where they can choose to rebook, get a refund or choose to take a voucher at a later time to fly.
Ideally, like many others, you would want a cash refund but would accept the voucher BA offers as you will be rebooking flights later in the year.
However, BA advised that those who booked through an online travel agent should contact the agent to discuss their options, rather than BA.
This means that, unlike BA, you will need to speak to TravelUp to arrange your compensation and any changes to bookings.
Many passengers will find that despite the ongoing pandemic, their flights are still not canceled
Unfortunately, TravelUp has decided to ‘suspend’ all its phone lines and is asking customers who need help to contact us via the online form.
While it is understandable that companies currently have to downsize, it is not particularly helpful for those who will be traveling soon as they need immediate advice.
Rob Burgess of Head for Points replies: BA only cancels flights close to departure because it doesn’t want to overwhelm the call centers.
For most people it is wise not to take the voucher, but to wait until BA cancels the flight. A full cash refund is due at this point.
For non-canceled flights only a voucher is offered. Once a flight is canceled, you can choose between cash or voucher. BA continues to operate a surprising number of flights, mainly empty flights, for repatriation.
At such times, the problems of booking with an online travel agency become apparent.
Your reader has no contract with BA, she has a contract with TravelUp.
BA will not deal with her directly, even though she has been able to call the call center.
She can get a refund – or, if the flight is canceled, a cash refund.
However, many online travel agents have clauses in their terms and conditions to charge for processing refunds and vouchers, which the reader would not have had to pay if they had booked directly.
A TravelUp spokesperson replies: Our team has been in touch and explained the two available options.
The first is a cash refund that would charge our reduced Covid-19 administration fee or a full refund in the form of a voucher that can be used against any airline with a travel date in the next 12 months.
We apologize for the issues we have been able to contact TravelUp with, but we’ve been inundated since the virus broke out.
Many of our forward customers are naturally concerned about their bookings, and our team receives a large number of inquiries from customers traveling in August and beyond.
This, in turn, ensured that the team didn’t prioritize that customer with time-sensitive departure dates.
That’s why we made the decision to channel questions through our contact form, which allows the team to easily prioritize that customer in the most urgent need.
Grace Gausden, This is Money, replies: TravelUp has since replied saying you can get a cash refund, less a £ 65 handling fee or a voucher to rebook flights.
While you’d rather take cash with you, the £ 65 handling fee seems excessive, which tends to make you accept the voucher.
You now check whether you can still claim the administration costs on your national insurance policy.
Some of the links in this article may be affiliate links. If you click on it, we may earn a small commission. That helps us to fund This Is Money and keep it free. We do not write articles to promote products. We do not allow a commercial relationship to affect our editorial independence.