British Airways makes a significant improvement to some Future Travel Vouchers

Jul 28, 2020

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Since the start of the coronavirus pandemic, airlines around the world have been tasked with issuing refunds and vouchers to thousands of passengers who could no longer — or no longer wished to — travel. British Airways developed its solution for vouchers by way of its Future Travel Voucher scheme, though there were plenty of downfalls to the process. However, as of last weekend, British Airways has solved one of the biggest issues of the Future Travel Voucher scheme: online redemptions.

For some Future Travel Vouchers issued as part of BA’s Book With Confidence travel policy, the airline has added the functionality to redeem the credit online, rather than having to call its customer service centre. The airline is rolling the eVoucher functionality out in a phased approach, and it says that it plans to add the eVoucher functionality to all bookings as of “later this year”. Existing Future Travel Vouchers will be converted to the eVouchers in phases.

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TPG U.K. Facebook Lounge member Anthony shared details of an email he received from British Airways, advising him that his existing Future Travel Voucher, which previously could only be redeemed by phone, had now been replaced with an eVoucher, which could be redeemed online. When part of an eVoucher is redeemed towards new travel, a new eVoucher will be issued for any amount remaining.

Related: Cancelled flight? How to understand and use a British Airways Future Travel Voucher

The airline, like most others, offers anyone wishing to cancel their existing travel the option of a Future Travel Voucher (FTV) to use at a later date. BA has encouraged this as the best option when it cancelled a customer’s flight itself, though if an airline cancels a flight, a passenger is, by law, entitled to a cash refund. Plenty of loyal British Airways customers took the Future Travel Voucher option, assuming it may help the airline’s financial predicament, and also assuming it would be easy to use at a later date as travel resumes.

This most recent change, allowing some members to redeem their credit online provides some relief to frustrated British Airways customers who have for several months struggled to understand, track and redeem their vouchers. The ability to redeem FTV’s online is just one of eight improvements TPG U.K. identified for British Airways to improve its highly-criticised voucher process.

“British Airways is starting the phased rollout of eVouchers this week, with all current Future Travel Vouchers expected to be converted later this year”, the airline said in a statement. “Customers with vouchers for future travel are able to use them towards bookings up until April 2022”.

Related: I should not have accepted a Future Travel Voucher: TPG reader mistake story

Featured image by Steve Parsons/PA Images via Getty Images

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