• The policy requires agents to input direct passenger email and mobile data rather than agency contact information starting March 1, 2026
• British Airways will issue 10 pound fines plus administrative fees for non-compliant bookings or fictitious contact entries
• Agents must record a specific keyword in the booking system if a customer officially refuses to provide their contact details
• The airline intends to use this data exclusively for operational notifications regarding flight disruptions and not for marketing activities

British Airways is introducing a more rigorous enforcement of its customer contact policy for travel agency bookings, beginning March 1, 2026. This policy requires travel agents to provide the direct contact details of passengers within specific fields of the Passenger Name Record, known as CTCE for email and CTCM for mobile numbers. This measure aligns with the International Air Transport Association Resolution 830d, which mandates that airlines have a reliable way to communicate directly with travelers during operational disruptions.

Under the updated rules, British Airways will prohibit agents from entering their own agency contact information in these fields. If a traveler declines to share their personal contact data, the agent must document this refusal in the booking system using the designated keyword CTCR. The airline has specified that these contact details are intended solely for operational updates, such as flight cancellations or schedule changes, and are not for marketing purposes.

To ensure compliance, the airline has outlined a penalty structure involving Agency Debit Memos. Agents may be fined 10 pounds plus an additional 10 pound administrative fee for each booking found to contain incorrect, fictitious, or agency-based contact details. Furthermore, the airline reserves the right to issue these fines if a passenger later submits a claim for a missed flight or travel disruption that could have been avoided had the correct contact information been provided.

The policy has met with criticism from some members of the travel agency community. Many agents argue that they serve as the primary point of contact for their clients, especially during high-pressure situations within 24 hours of departure when airline notifications may be delayed. Some agents noted that certain clients, particularly older travelers, prefer to have their agent handle all communications and are hesitant to share personal data directly with an airline. Despite these concerns, British Airways maintains that direct access to passenger information is essential for providing timely updates and ensuring a smoother travel experience during irregular operations.