The complaint has been investigated and
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British Airwaysdisgraceful customer service

J Review updated:

A cautionary tale and note of assistance to all those who have suffered the misfortune of travelling with British Airways and experiencing their unique brand of so-called Customer Service:

BA are an unmitigated disgrace when it comes to customer service and they totally ruined our wedding and honeymoon travel.

My wife and I suffered an appalling trip at the hands of this company and Mr Keith Williams, CEO, and his management could not be more disinterested.

We suffered rubbish on the floor, rude and ignorant BA staff and no food in the Lounge at Gatwick. We had no working entertainment screens, broken seat tables, faulty seat controls, rude and ignorant cabin crew, burned food, an hour wait for dinner and another hour delay being served at breakfast; not to mention the insects, yes, insects, in the seat arm compartment. All this in First Class.

I suggest writing to the following in the hope you have better success than we did. We found emailing them daily was the fastest way to elicit a response. Start with an email to Mr Williams, copied to all. That should provide some response. Good luck.



  • St
    Stewart Crawford Feb 05, 2019
    This comment was posted by
    a verified customer
    Verified customer

    This company is a complete disgrace I have waited 3 weeks to get a response and all they said was sorry is there anything else I can help you with, what a load of BOLLOCKS this is .

    0 Votes
  • 34
    343GS Aug 30, 2014

    BA does have a call centre in the UK, several in fact. You don't know what you are talking about.

    -2 Votes
  • By
    B Young Jun 25, 2014
    This comment was posted by
    a verified customer
    Verified customer

    Tried to change the date of my ticket due to illness. £30 in calls because I am assuming the call centre is in India, passed from one department to another, an hour in total for the first call and another hour for the second call from outside the UK. Why does BA fly the flag but not have their call centre in the UK????

    1 Votes
  • Jo
    JonnyGoLightly Jan 30, 2013

    Yes, British Airways customer service is appalling. My wife contacted them because on the 'help' (that's a laugh!) page about carrycots there are two buttons; “ Choose your seat in Manage My Booking ” and “ Reserve your infant's carrycot in Manage My Booking ”. However, the button to reserve a carrycot doesn't take the user to the place where a carrycot can be reserved. The 'customer service' told my wife that by reserving a carrycot position a carrycot was automatically reserved. When my wife pointed out that on the 'help' page there are two separate buttons, one for the seat booking and one for the carrycot reservation, they replied saying 'the help page clearly states that booking a carrycot position means a carrycot is automatically reserved' - if it was 'clear' then my wife wouldn't have been contacting them!!! Appalling, and not what BA used to be.

    0 Votes

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