В результате сильных снегопадов на восточном побережье США 14 марта 2017 отменены почти все рейсы ВА в Нью-Йорк, Филадельфию и Бостон.
Сохраняются некоторые рейсы из/в Вашингтон и Балтимор, но с возможным изменением расписания вылетов.

Инструкции для агентов:

Дополнительная информация
Пожалуйста, предложите пассажирам отмененных рейсов все возможные варианты из Customer Handling Guidelines > Flight Cancellations or Delays

Important
Adherence to commercial policies/conditions of carriage guidelines remains entirely the responsibility of the user. BA reserves the right to withdraw guidelines at any time.

Travel agents may follow the below guidelines for normal flight disruption (Cancellations, Delays or Schedule Changes). For guidelines outside of these you will need to check the commercial policy pages for any non standard guidelines issued.

1. Flight Cancellations

2. Flight Delays

3. Schedule Changes

FLIGHT CANCELLATIONS

If a customer’s flight (Commercial or redemption) is cancelled, then the following conditions of carriage can be applied to BA125 tickets
(can also apply to IB-075, AA-001, US-037, AY-105 or JL-131 ticket holders, if disruption occurs 72hrs or less before flight departure).

These guidelines also apply where Re-accommodation Booking Tool has been used and the customer does not accept the alternative flight.

Rebook onto the next available BA or IB (if JB routing also use BA*AA/AA, BA*AY/AY, BA*EC or BA*JL/JL ) to the same destination (same cities/can be different airports), within 3-day period before or a 14-day period after the scheduled departure time of the original flight. If the same booking class is not available then the lowest class in the same cabin may be booked. If required the ticket validity may be extended. 

OR

Rebook onto a BA or IB (if JB routing also use BA*AA/AA, BA*AY/AY, BA*EC or BA*JL/JL) to the same destination (same cities/can be different airports), more than 3-days before or more than 15-days after the scheduled departure time of the original flight. Rebook in the same class and cabin. Travel must take place within the ticket validity of the original ticket purchased. (On JB routing, if changing operating carriers, please check the class mapping)

OR

Refund the ticket purchased to the original form or payment. (For partial refunds, please see involuntary Refunds)

OR

If the passenger declines the options to rebook or refund, then they may be offered the option to reroute to an alternative gateway following the guidelines below.

Rebook onto the next available flight on BA, (if JB routing also use BA*AA/AA, BA*AY/AY, BA*EC or BA*JL/JL), to the nearest alternative gateway within a max 300 miles radius. Rebook onto the same class and cabin, if not available you may rebook into the lowest class in the same cabin for travel within a 3 day period before or a 14-day period after the original flight.

Important notes related to rebooking an alternative gateway:

• Travel between the alternative gateway and original destination will be at the customer's own expense, including consequential expenses e.g. car hire, parking costs. A remark must be inserted into the booking stating that the customer accepts the alternative gateway and that they understand any additional costs are at their own expense.
• Disruption reissues from an alternative gateway are made with no repricing to the ticket. If the customer requests a refund of the cancelled sector, we need to reprice the new journey, including taxes, fees and charges, but waive any change fee. If this then results in any additional charge it must be collected on the ticket.
• The above applies to flight bookings only. 

Rebooking onto IB Prime flights:

Do not rebook Commercial (i.e. non-Redemption) customers into U, T, X or E class on IB Prime flights. If you do the booking will be auto-cancelled by Iberia.

Connecting Flights:

When British Airways disrupt a flight, our accountability extends to any other connecting flight (either before or after) on the same ticket, impacted by our disruption. If the connecting flight is operated by BA/IB/AA/AY/EC/JL we can apply the same guidelines as used for the disrupted flight. Our accountability ends when the customer is able to connect to the next flight on their original itinerary or the next stopover.

If other carriers operate the connecting flights, i.e. not BA, IB, AA, AY, EC or JL we must rebook using the same booking class, route and carrier as the original ticketed.

oneworld Agreement - For cancellations on the day:
*Only applicable to BA-125 tickets and for BA Contact Centre use* (not online or for Trade bookings)

• May only be used where cancellations have happened on the day of departure andthere is no alternative on BA
• Rebook using our oneworld partner's Prime flight code on the samerouting or via alternative transfer point but must be same point of origin/destination
• Rebooking and commencement of travel must be made within 24 hours from the original departure of the cancelled flight
• If the same class is not available then the lowest class in cabin may be booked (for rebooks onto IB Prime see above).
• PNR MUST INCLUDE an OS element for each carrier rebooked under the agreement OS**INVOL REROUTE BA (Where ** = Airline two letter code
  being used)
• Under no circumstances can you change the origin or destination on the ticket when using our oneworld carriers 

FLIGHT DELAYS

If a customer’s flight is delayed on the day of departure, providing they have not checked in any bags, the following guidelines can be applied. The airport must handle customers who have checked in bags. All flight delays must be validated by FICO/DCS and customers should have been at the airport.

Customers booked on Shorthaul European or Domestic flights

If the delay is more than 2 hours or the customer is booked on a day return trip on the same ticket and they wish to change their flight

Rebook onto an alternative BA flight to the same destination (same cities/can be different airports) within a 3-day period after the scheduled departure time. If the same booking class is not available then the lowest class in the same cabin can be booked. If required the ticket validity may be extended

OR

Rebook onto an alternative BA flight to the same destination (same cities/can be different airports) at a later date more than 3 days in the same booking class and cabin. The flight must be rebooked and travel must take place within the ticket validity of the original ticket purchased. 

OR

Refund the ticket purchased to the original form of payment

The above applies to flight bookings.

Customers booked on Longhaul flights

If the delay is more than 5 hours and they wish to change their flight

Rebook onto the next BA (if JB routing also use BA*AA, BA*IB, BA*AY, BA*EC or BA*JL) flight to the same destination (same cities/can be different airports) within a 3-day period after the scheduled departure time. If the same booking class is not available then the lowest class in the same cabin can be booked. If required the ticket validity may be extended

OR

Rebook on the next BA (if AJB routing BA, BA*AA/BA*IB/BA*AY or SJB BA*JL) flight to the same destination at a later date more than 3 days in the same booking class and cabin. The flight must be rebooked and travel must take place within the ticket validity of the original ticket purchased. 

OR

Refund the ticket purchased to the original form of payment

Flight Connections

When British Airways disrupt a flight, our accountability extends to any other connecting flight (either before or after) on the same ticket, impacted by our disruption. If the connecting flight is operated by BA/IB/AA/AY/EC/JL we can apply the same guidelines as used for the disrupted flight. Our accountability ends when the customer is able to connect to the next flight on their original itinerary or the next stopover.

If the connecting flights are operated by other carriers ie not BA/IB/AA/AY/EC/JL we must rebook using the same booking class, route and carrier as the original ticketed.

Rebooking onto IB Prime flights

Do not rebook Commercial customers into U, T, X or E class on IB Prime flights. If you do, the booking will be auto-cancelled by Iberia.

SCHEDULE CHANGES

If the customer’s flight has been schedule changed and the new flight time is unacceptable to the customer. Only offer the relevant option below:

Schedule Change less than 120 minute from the original departure time:

If the customer’s flight is affected by a schedule change that is less than 120 minutes from the original departure time or in the case of connecting flights their end to end journey time is not increased by more than 120mins, then the following conditions can be applied if the customer is unhappy with the new time:

Rebook on to the next available BA (if JB routing also use BA*IB, BA*AA, BA*AY, BA*EC or BA*JL) flight to the same destination (same cities/ can be different airports). This can be before or after the scheduled departure time but must be (+/- 2 days) from original departure date and booked in same class and cabin.* (BA Only then the customer may be booked in the lowest available class in Cabin)


Refunds are not permitted


Schedule Change more than 120 minutes from the original departure time:

If the customer’s flight is affected by a schedule change that is more than 120 minutes from the original departure time, or in the case of connecting flights their end to end journey time is increased by more than 120mins, then the following conditions can be applied:

Rebook on to the next available BA (if JB routing also use BA*IB, BA*AA, BA*AY, BA*EC or BA*JL) flight to the same destination (same cities/ can be different airports). This can be before or after the scheduled departure time but must be (=/- 2 days) from original departure date and booked in same class and cabin.* (If the same booking class is not available then the customer may be booked in the lowest available class in Cabin- if rebooking onto IB Prime see below)

OR

Refund the ticket purchased to the original form of payment (for partial refunds, please see involuntary Refunds)

* If there is not an alternative flight on the same day, then the next available may be booked

The above applies to flight bookings only.

Connecting Journeys:
If a schedule change results in a missed connection on the same ticket we should rebook all disrupted sectors to a point where they can rejoin their original itinerary 
Apply the guidelines based on the change to the end-to-end journey time 
Transfer points should remain the same unless the fare rule has multiple routing options 
If there are no other alternatives and there is a BA direct service, then you may rebook the customer on the BA direct service, lowest in class 
If the connection involves flights operated by other carriers (with the exception of JB route AA, IB, Ay, EC, JL) rebooking must be on an applicable carrier and in the applicable booking class for the original fare paid
 

Rebooking onto IB Prime flights:
Do not rebook Commercial customers into U, T, X or E class on IB Prime flights. If you do the booking will be auto-cancelled by Iberia.

Please note:

GDS are able to revalidate BA/125 e-tickets today – however not all GDS have the capability to revalidate in their own GDS system –for example Sabre agencies are not able to revalidate a BA ticket even though BA as Validating Carrier supports this , Sabre functionality requires a reissue to be performed .
 
Revalidation should only be performed if there is no change to fare or TFCs and no change to RBD and routing , this means we expect our users to re-price the rebooked flight to validate there is no change prior to revalidating the e-ticket – the same would be true for GDS that can perform the same – any differences need to be collected and an exchange/reissue performed instead.
 
In any event where the BA Altea Inventory action is a timing change only , then NO revalidation is performed , the segment is changed to TK and the existing segment related e-ticket coupon will remain attached to the segment – the booking source is expected to advise the customer of the timing change – its optional to revalidate the e-ticket to show the new timings (clearly its best practice to do this so that the customer can be emailed the latest info on their ET receipt)

If the revalidation is a result of a change of flight number via BA Altea inventory action – the original flight goes UN the new flight goes TK , this triggers reval action for BA/125 e-tickets issued by BA offices and 1A GDS only , the revalidated coupon will be appended with a “S” for schedule reduction.
 
Any other booking source is expected to update the coupon statuses and revalidate the e-ticket(s)
 
If a revalidation is a result of a user changing the flight via res (vol. invol initiated in the PNR by a user), there is no auto-trigger for revalidation – the booking source is expected to perform the checks outlined above and then revalidate the coupons (where their system permits this) then the revalidated coupon will not show an indicator.