BAPP 241 CV Error – have I been overcharged & rebooked correctly?

[Welvis74]

TL:DR: have I been overcharged for a cancellation of a BAPP 241 CV one way booking; has my new booking been charged correctly?

Sorry this is a bit of a long one but it’s my first CV open jaw process (I’ve done several other out&back CV bookings online). It was also a bad/long call with the US Call centre.

Situation: my partner and I are travelling next year and wanted the open jaw route LHR>PVG on 21/10/25 and HND>LHR on 05/11/25 in CW. We both have 2 BAPP CVs in our BAEC accounts. We planned to use his voucher as it expires 15/11/25.

Error: I booked the LHR>PVG route originally when it was first released one way through my BAEC paying 100,000 Avios and £575 taxes for 2 tickets with the BAPP CV. I stupidly did this from my account and I only noticed when planning to book the return leg.

Action 1: I called the US Call centre on 15/11/24 to ask how I could change the booking to the correct voucher on my partner’s account. I was told they could cancel the current booking and refund 100,000 Avios but only £475 cash (i.e. charge £50pp cancellation fee), and I could rebook using the correct voucher online as reward seats were still available for LHR>PVG. The new booking also cost 100,000 Avios and £575 taxes.

Q1: Have I been charged an incorrect cancellation fee as I thought it was lower at around £35pp to cancel a CV booking?

Action 2: to add the return leg being released 00:00 16/11/25 I called the US call centre at 23.52 to go through security/get details up. All completed by 23:58, showing no seats. I ask to wait 2mins for them to release, they are found and held, then the line cuts off. I call back, get someone different, re-explain what happened and what tickets I want (open jaw, popular route and by now it’s 00:04 so I’m thinking they have gone). I get told they’re still attached to my booking. I spend the next 45mins (until 00:50) answering queries and trying to get the tickets issued. The end result was the agent reversed the 100,000 Avios (for LHR>PVG part) and then processed 200,000 Avios for both routes. He then charged a further £575 in taxes to add HND>LHR to the booking. So a total of 200,000 Avios and £1,150 taxes. My partners booking shows both flights but ticket not yet issued and agent advised could take 7 days to process.

Q2: have I been overcharged taxes for this open jaw flight? Other CV bookings taxes return were £450pp) I just agreed as we’re fixed on dates. I’m fine paying the costs if they’re correct as we have the flights we want on a tough route to get.

Q3: is it usual for it to take up to 7 days for a ticket to be issued?

It feels like it was a lot of work to get the booking progressed and I’m not sure whether the costs I’ve been charged are correct. Would anyone be able to advise me please?

Many thanks!

[NorthernLass]

Cancellation fee should be £35pp, but it sounds as though you may have been charged the £15pp fee for doing this on the phone when you could have done it online.

Surcharges did go up on award bookings recently – it also might have been cheaper to book HND-LHR separately and claim half the avios back. BA will charge you the RFS fee each way if they make the booking for you.

Yes it can take a week for the ticket to be issued according to what others have posted on here.

[JDB]

@Welvis74 – I think you have been correctly charged for both the service charge (as above, it’s the cancellation fee of £35 and telephone fee of £15, both per person). The RFS taxes/fees/surcharges have also been correctly charged as Shanghai and Tokyo are in the same zones, so £287.50pp each way = £1,150. You might have got a slightly lower cash element if you had booked the return separately but understandably securing the seats was the priority. The TFCs can fluctuate wildly so there’s no certainty you would have saved a lot! I would be happy that one is getting to visit two extraordinary (and very different) cities where you will have a great time and save lots of money vs visiting US, Dubai and other favourites.

[Welvis74]

Thanks Northern Lass & JDB for your replies.
Having. Thought about it after posting I thought that may be the case – it was late after the 1hr call at midnight!

I’m grateful to get the flights we needed on the exact dates, and will learn the lessons for the future about cancelling online and checking which voucher!