British Airways aim is to offer world class disruption handling capabilities that delight our customers and meet their expectations.

On the following tabs we are providing a functional overview about the core categories of British Airways NDC Disruption Handling: 
 

• Disruption Notification
• Follow Up Action: Accept
• Follow Up Action: Reshop
• Follow up Action: Cancel and Refund

  

General Disruption Flow

British Airways offers its customers the option to purchase flights up to 365 days in advance of the travel date. Within this period many things can happen commercially and operationally that result in involuntary changes to a customer booking. e.g. the commercial planning of a seasonal schedule has not been finalised, British Airways may not operate a flight for the full-season or decides to use a different aircraft than originally planned. Involuntary changes may also result from a disruption of service due to bad weather conditions, strikes, technical problems or security issues.
 

 
Usually disruption follows a standard flow. In the event of an involuntary change British Airways sends a notification to agents and advises them of available follow up actions. 

Agents should process these through the API and only call the airline when absolutely necessary to avoid long call center waiting times. If BA NDC cannot support any follow-up action via API to handle the change, such scenarios can be serviced by calling the BA Contact Centre. The follow up action returned will be: Call Airline
 

Disruption Events

Most disruption events fit in the following 4 main categories of disruption scenarios.

1. Cancellation with alternative provided by airline resulting in schedule change  for customers
2. Cancellation without alternative provided by airline
3. Timing Change
4. Ad-hoc Customer Guidelines for flights still operating - allow customers on flights, which are still operating but identified to be potentially disrupted by airline in the future, to change/cancel without any additional charges.