Operational Update: British Airways Customer Contact Details Policy
British Airways is updating its Customer Contact Details Policy from March 2026, strengthening requirements for accurate traveller contact information on bookings made through travel agencies. This change has direct implications for corporate travel teams responsible for communications, duty of care and disruption management.
What has changed?
From 1 March 2026, British Airways will enforce stricter requirements that every ticketed booking must include valid traveller contact details — including a personal email address and mobile phone number for each passenger. If contact information is missing, incorrect, or replaced with agency contact details, British Airways will now issue financial penalties against the booking agent.
Under industry rules set by the International Air Transport Association (IATA), airlines must be able to contact travellers directly when disruption occurs. This update aligns British Airways with those global standards and ensures operational communication remains timely and reliable.
Why Accurate Contact Details Matter
Accurate contact details are essential for:
Operational communication — real-time flight updates, gate changes or cancellations
Duty of care — ensuring travellers receive critical alerts wherever they are
Disruption management — reducing missed flights and misconnected journeys
Traveller safety and compliance — meeting regulatory and risk requirements
These details are used strictly for operational purposes, not marketing communications.
What Happens if Contact Details Are Missing?
British Airways will issue an Agency Debit Memo (ADM) when traveller contact information is not properly captured. These charges typically include:
A base £10 penalty per booking
An additional £10 administration fee
If missing or incorrect contact details are found to have contributed to a disruption claim, the airline may also seek recovery of the full claim value against the booking agent.
In more serious cases, if a traveller submits a compensation claim linked to disruption and it is determined that incorrect or absent contact details contributed to the issue, the full value of that claim may be charged back to the booking agent.
For corporate travel programmes, this reinforces the importance of disciplined booking processes and accurate data capture at the point of reservation.
What Corporate Travel Teams Need to Do
To ensure compliance and avoid penalties:
1. Enforce Accurate Data Capture
Ensure traveller email and mobile phone details are collected before issuing tickets, especially in self-booking tools or agency platforms.
2. Review Booking Workflows
Check that contact fields are mandatory and validated in your booking systems — don’t allow placeholder or generic agency details.
3. Communicate with Travellers
Explain to employees why their personal contact information is required and how it is used. This helps improve compliance and reduces resistance.
Frequently Asked Questions
When does the new policy take effect?
The updated contact details requirement becomes enforceable from 1 March 2026.
What types of contact details are required?
Every traveller must have a valid email address and mobile phone number attached to their booking.
Will inaccurate data incur charges?
Yes — bookings with missing, incorrect, or agency contact details may be subject to financial penalties, including ADMs and administrative fees.
Is this just for corporate bookings?
No — the policy applies to all bookings made through travel agencies, but corporate travel programmes should pay particular attention due to duty of care and communication requirements.
Beyond regulatory compliance, accurate traveller data supports wider duty of care responsibilities. It strengthens disruption management, enhances traveller safety and helps protect organisations from unnecessary financial exposure.
If you would like to review your current booking processes or traveller profile settings ahead of the March 2026 enforcement date, we would be pleased to support a structured review. Get in touch
