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1.8 278 Reviews

British Airways Complaints Summary

53 Resolved
225 Unresolved
Our verdict: With British Airways's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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S
5:21 am EST

British Airways meal not beening provided for my child

were shall i start? on 14/10/2008 me, partner and baby boarded the plane for our holiday to jamacia, at lunch time they came round with the meals one for me and one for my partner kingsley? i said to the staff if i could get a childrens meal for my daughter who is 19months she turned and told me that one hadnt been order for her that i should of told yhem as i was boarding at this time am furious with her so basicly there telling me that my baby isnt gonna be fed in the end i was given a adults meal which she never wanted to give cause she told me that she had to feed every one ealse and if there is a spare that my daughter could have it at this time tears is in my eyes and my partner is trying to carm me down form kicking of the only reason why i never becuse of my daughter and this was meant to be a fun time in the end my baby couldnt eat tha crap cause of what it was what made it worst she was sick with a cold and b.a crapy staff had know heart then we had no proper leg space to think you have to fly with the baby on your lap with hardly any leg space how the heck did they think we could relax with the baby on our lap all the way i had to stay awake just to keep an eye on her, on the way back when we was checking in i said to the staff at the desk if my child is gonna get a meal she said yes i told her what happen on the way she seem very shock?anyway this time when boarding the plane and showing our tickets i said to the lady i need a meal for my little girl she told me who i should speak too i spoke to a man named frances he said dont worrie either way he will sort somethink out for her well well same again but this time he for got about her he was walking up and down trying not to make eye contact with me then i was given a lunch box one for me one for my partner i aksed what about the baby she said that once again when every one had she will give me one for the baby?i then spoke with another staff she said that she has a spare childs meal at the back that when she was done that she would get it for baby in the end she came back with a lunch box i was so upset she said that there wasnt one and put the lunch box down i gave it back to her i said i will never travel with british airways again you starved a child on your plane and you guys are telling that knowone could find my child a warm meal your staff just walkes around looking pretty like they give a toss but they dont next april when me and my family travel it wont be with you i have always used your airline and was always happy i should of gone first class i bet you would of had more respect for us but you treated us like dust and i will make suer to travel with virgin next year april

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10:48 am EST

British Airways I want to cancel my ticket

Given the horrible attacks on Mumbai I wanted to cancel my tickets to that city. British Airways however said they couldn't refund the tickets as I was travelling after 3 Dec 08. Given the circumstances I believe this is unacceptable.

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amandeep singh
,
Nov 27, 2008 11:20 pm EST

I am in same boat. My travel agent agreed to cancel the ticket for $ 425.00 penalty

ComplaintsBoard
H
7:24 am EST

British Airways british airways are #! and so are all of their staff

British Airways are ###! And so are most of their staff!
I write this article as I sit some way above the rest of you my equally passionate readers!
Well, without further ado let us begin. It starts with a journey, a journey that was intended
to involve some serious reading, writing and laughing. This fabulous looking trip was looking
very attractive indeed, that is until British Airways (The nations darling emporium of
huge rip off fares with ### northern staff) decided my journey was one not worth investing
some customer service skills in! Now as my laptop dies for no other reason that they
simply will not power it in the last section of the plane I seek solstice in the fact that the
typewriter will have the last say. Now lets start with Michael a balding middle aged fat looking
northerner with all the charms of herpes and a good worming, when asked where the
laptop charging point was he decided of his own accord to inform half the plane that BA
have never provided this service to passengers in eco-nomy (ignorantus massivus), followed
by the fattest looking man with an equal amount of manners as he was hairy on his
very cold, shiny looking head. Andrew (aka Useless ###!) happened to be the customer service director (now that is getting close to your customers, every director I know would not want to be on this trip
with his customers), this is a man who after 3 minutes of being told about the rude manners
his staff use to communicate with members of the paying public (also known as customers
and providers of food, money, clothes, housing etc for the often deluded staff) replied
with the fact that he had been with me too long, I guess his pager had been buzzing
his [censored] off to bring someone a serving of swan up the front end of the plane. Andrew
Manning was not to pleased to hear that American Airlines (I prefer United) supply power
points to all customers, he soon left after reminding me that the option of moving to a position
where I could actually power my laptop no longer exists, and guess what, surprise,
surprise! This all stopped 2 weeks ago along with the ability to buy champagne or get a
vegan meal however the ### are quick enough to get you to buy branded BA ### and
duty free, well ### off Iʼm never flying with you ### again, you can join the long list of
disappointing service providers hiding behind the british flag.
Jeremy Clarkson is right, if you need to go somewhere just drive! Even if it is the other side
of the world (and you can smoke yourself to death in your own car). Anyway my laptop is
about to die and with no sign of a power point for the next 10 hours and no ### or Champagne
this looks like to end of air travel as being fast, convenient and the only way to
travel, Iʼd rather walk!
PS, guess which weekly columnist forgot his I-Pod arrrgh!

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TimhatesBA
, GB
Feb 23, 2010 8:03 am EST

I love his use of Anglo Saxon vernacular. Sometimes it is the only thing we have to express our huge frustration at this miserable excuse of a pathetic so called 'private' company that routinely employs otherwise unemployable half chavs who really believe that 'our safety is their most important priority'.

I personally reserve the 'C' word for extra special annoyances. I'm afraid flying BA twice a week for the last two years (no choice) is the only time I have chosen to use it.

Well done that man!

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Fed up with pointless complaints
liverpool, GB
Oct 05, 2009 4:44 pm EDT

what a sad little man you are...

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lilvixen69
Sometown, CA
Sep 30, 2009 11:42 am EDT

Wow. It's amazing they didn't open the door and boot you out, right there in the air. I certainly would have. No wonder you got crappy treatment...you act like an a$$hole, you're going to get treated like one. And you, Jackson, are one of the biggest, rudest idiots on the face of the planet. Pompous ###.

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Fed Up With Stupid Complaints
, CH
Sep 03, 2009 8:24 am EDT

Charming language. Educated Much? I think we would all be much happier if you did drive everywhere and smoked yourself to death, the sooner the better!

ComplaintsBoard
J
8:49 am EST

British Airways the world's most arrogant airline

It's amazing to see how many complaints there are about 'the world's favourite airline' BA, which it clearly is not.

It's also amazing to see the arrogance and disrespect this airline continues to display towards it's 'customers'. Evidently, customer satisfaction does not really enter into their business model, otherwise they would simply HAVE to pay heed to the flood of complaints they are getting. As anyone who uses this airline and encounterts even the slightest problem, they do not.

An interesting observation on this: I made the mistake of trying out BA on a simple route Berlin-Heathrow Terminal Five. Instead of using the so-called low cost carriers to Stansted, Luton or Gatwick. In went wrong of course. I had to queue endlessly at the security entrance where there had been a problem with the Orwellian passenger photography system and was then rejected by their new hostile automatic time-ckeck for passing this gate late by 4 minutes!

This led to being sent back to a non-available customer service person and by the time that person had a chance to listen it was really to late. Naturally, BA then had the generosity to charge another £150 to put me on the next flight.

What was unsual was that the representative at the ticket counter was entirelely of my opinion just how horrible and unfriendly their new system at Terminal 5. And he said that most of his colleagues feel this way, but that their senior management - who are never on the front lines and fly with many privileges - ignore all such complaints. He says there are about 100 cases of this nature each day, and asked me to please write to their complaints people.

This I did though I am certain that it will have no effect. Obviously, I will revert flying to flying the other airlines which are not at all perfect but more human than BA. That's about 25 flights Berlin-London each year, plus other people at my company.

It beats me why BA should not care about this at all, especially at a time of recession, but I'm sure they do not.

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shona123
New York, US
Jan 20, 2010 2:46 am EST

absolutely agree with you! BA is arrogant and disrespectful. 2 years ago i was in Heathrow airport waiting for transfer flight. They were like monkeys doing camping. chatting and laughing with colleges even though customer have questions. Customer had to wait until chatting time is over. some of customers had serious problems. but they didn't pay attention to them at all. these monkeys even brought their own food and spokes with mouse full. what a disgusting people. I've traveled many countries. I've never seen anything like this before. I will never ever use BA air again. flight attendant was also very lazy. They didn't want to organize luggage in over head compartment. so they took my luggage and droped it checked in area without saying anything. my tickets and every thing was in it. computer, camera, and money. fragile and valuable things which i didn't want to let other people handle. I asked to assistant at the airport i want my luggage back. They told me we can't give your luggage back since it is in the checked in area. I told them it is flight attendant's mistake. I didn't ask anybody to drop my bag in the check in. They kept tell me we can't do anything for you. If you keep saying it we will kick you out from airport. They threatened me. so what can i do? I didn't want to raise my voice. I was upset and sick in my stomach. I had to gave up argue with them. I thought they had to apologies me at least. luckily they didn't steal my money and computer. but my bag was broken. handle and wheel was smashed. my cloth was wet. BA was the most disgusting experience in my life.

ComplaintsBoard
V
11:07 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

British Airways refuses to honor return ticket

I had purchased a round trip ticket for to and from Lusaka, Zambia between Chicago, US. I used to portion for Lusaka to Chicago in February 2017 and was due to return to Lusaka in June, 2017. However, before June my hypertension worsen and I received medical attention thru September, 2017. Before June, we called British Airways to reschedule the return date and explain the situation. Because at that time, I could not provide a certain return date, I was told to call back when I knew when I would be able to travel.

When I called BA two weeks, I was tossed from rep to rep and asked to to call after 72 hrs, then 48 hrs another 48 hrs then 24 hrs. In all I made 9 calls in which I had to explain from the beginning each time. I was told to wait for the rates dept to review the case then was asked to provide personal medical records then finally was informed by a uncourteous supervisor number 2A in Jacksonville FL that the ticket was invalid. my ref was 43BCJV.

I would like to know how I can seek redress.

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Typiole
, US
Sep 16, 2011 7:15 pm EDT

British Airways, along with Chase Credit Card Company has misled the American Public with false advertising for their credit card. Here is the evidence:

1. www.chase.com/britishairways is the URL for the credit card that British Airways is advertising.

2. A few months ago, their advertisement stated that if you subscribe to the card (which costs $95 a year); and spend a $ 5000 in 2 months – you would be entitled to a free ticket worth 25, 000 miles.

3. I subscribed to the card and spent the required amount of money. I received an email from Chase informing me that I am now entitled to this ticket.

4. My girlfriend did the same thing and subscribed to her own card.

5. When we went to procure the “free” ticket, we were horrified to find out that BA had added $ 528.84 for taxes and ‘fees’.

6. An economy class ticket on BA to London from Washington Dulles travelling in November 2017, was being quoted at approx. $ 720 on various websites including their British Airways. Those included all fees and taxes.

7. This then meant that the “free” ticket’s value for getting their card, was actually less than $ 200 and after you deduct the cost of the card at $ 95 – the actual value of their ‘free’ ticket was $ 105.

8. In order to then ‘select’ a seat, which is normally standard for all airlines at no additional cost (including BA on their site) – because this was a ‘free’ ticket I had to pay an additional $ 60 for the seat!
9. So, the net savings for the “free” ticket that BA was advertising ended up at a whopping $ 45!

If there was ever a false advertising and an intentional misleading of the public – this is a great example. This is a rip off and they need to be stopped.

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Jet Jay
Cockermouth, GB
Nov 29, 2010 5:38 pm EST

I was to travel to U.S with my fiancee (an American citizen) to further plan our future. On arriving at Newcastle airport we were advised that I could not travel to the U.S without some form of visa. Yes very nieve of us to have not checked on this status before our departure. We were then advised by a desk assistant with BA that we could quickly apply for an ESTA visa. We jumped at the chance, having only minutes before we were due to fly. The advisor told us that we could not complete the forms ourselves as the online pay per use systems in the airport were down. He told us that he should not be doing what he was about to do, but in our case he would fill out the form for us and for an additional fee of £10, in cash (which he called administration fee) he would provide me and my fiancee with a printout of the visa. That he did. Now I do have a criminal conviction for drugs which was served in prison here in the U.K over 15 years ago. The BA advisor never asked me this question, I never thought that would be an issue as it was never asked. Had that have been asked...I surely would have answered in all honesty. Result of his incompetancy resulted in me arriving in the States, with my fiancee only to be torn from eachother and for me to be thrown into a federal jail in Atlanta before deportation. I feel that this could really have been stopped at the gates of Newcastle if we had not been so poorly advised...all for the sake of £10. Me and my fiancee are now truly in tatters, and feel wholly that this individual deserves to be repremanded.

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strike
, IT
Jan 01, 2011 3:01 am EST

hello everyone !
will share a short story about lazy brudal ba british airways service
my flight got delyed yet there was no appologies to any of us, no info on connectiing flight either got a wonderful ignorance, punch of snobishness spiced up w charming engl accent instead as " hey! enjoying your money but surly not you" "you are to small we are blue blood ruling the world " i dont think so hope u do too
i miss my connecting flight that day then went throught a brudal cruel humaliation .. feelling a shame for usa as we are allowing them to take a great advantage of us by not doing anything about it - let kick their butts instead
those people are really taking themself way to seriusly yet would not take the same attitude towards passenger needs they even made a new add via entire heatrow "we wont take an abuse" ironic isnt? who is abusing who here? i read many complains about their terrbile service why dont WE say enought is enought for a change ?! we are the passengers! wont take ba abuse any more we are stopping to spend our buck on ur tickets ! from 2017 me and bunch of my friends are stopping to fly via ba
hope people that toke a brudal slap will do the same - STRIKE TO BA !
life is is not easy dont need brits to make it worse in fact we dont need them at all just ...
happy new year ba, fly out yourself instead !

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Champion
, US
Oct 29, 2009 12:55 pm EDT

My daughter is invited to her new boyfriends home in Toronto. We got her dates and went on line to book her tickets. She is in Edinburgh at Uni so I was on mobille while she booked tickets using my credit card. We understand that credit card is the best way to book tickets.

This is the first time we have done this. She entered all details then at the end realised the ticket was in my name not hers. While still on line and me on my moblile I rang B.A from my land line. Although we where still in the process of booking, B.A.changed the ticket details and charged me £30. I asked if I could cancell and start again but that was not possible according to them.

I contacted my credit card company for advice and they thought that this charge of £30 was very harsh considering that I was still in the process of booking when we realised what had happened. I too feel very strongly about this as the money means a great deal not only to my daughter but also to myself as my husband has just been made redundant and we are expected to live on £60.50 a week.

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Katherine Anne
, AU
Oct 19, 2010 8:46 pm EDT

Last December I was caught up in the snow delays and cancellations in London. My Easyjet flight to Zurich was cancelled so I booked a flight with BA for the next day. When I arrived at Heathrow the board said that flight too was cancelled. BA staff told me it was due to "weather" and to queue up to get in the queue for rebooking. Eventually a roving staff member booked me with Swiss Air the next day but said I had to pay for my own accomm etc since the problem was weather related. I spoke to my daughter at London City Airport to find that her flight to the same destination as mine was fine and my nephew in Zurich rang to say the weather was fine there. As I, very upset, walked out to find accomm I looked at the board again and my flight was there - departing on time. Stunned I spoke to another BA staff who phoned someone only to be told that the flight was full and my seat had been given away - within 5 minutes of me being rebooked. I admit, I lost the plot and demanded my seat back - upon threat of calling the media. Another staff member said they "would try" - to which I replied that if they didn't I was heading for the nearest phone. Within minutes I had my seat back and was shuffled through the gates (away from phones I guess). I was already angry but this doubled when the captain on the flight apologised for the delay as it was due to "technical trouble". In other words BA lied through their teeth to save money! How many other ppl from my flight had to pay for accomm etc, missed connections and so on, just because BA has no respect for its customers and only cares for saving themselves money. I will never use or recomment BA to anyone.

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Tony
, US
Jun 29, 2009 5:53 pm EDT

A week ago I had a flight from Washington to Delphi with a connection in London. It was quite an experience. First, we departed Washington two hours late because the plane was not ready to leave on time. Because of the delay I missed my second flight to Delphi and had to spend all night in the London-Heathrow Airport. British Airways told us that there are no hotel rooms available and all they gave us were blankets, watter, and food stamps.

Second, on my arrival I discovered that my luggage is missing. It's been a week and I am still calling British Airways asking for the whereabouts of my bag.

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James Linton
,
Dec 12, 2007 12:00 am EST

SUBJECT: BA jeopardized my safety whilst I was traveling with them and in their care. I have recently traveled to Italy flying with British Airways. On the way out the plane landed at a different airport because of adverse weather conditions. BA arranged for a transfer to the intended airport via bus/coach on the motorway; hence the coach was traveling at speed. Not long into the journey I noticed that the driver of the bus was making telephone calls on his mobile handset. I knew this as I could both see his face in his own large rear-view mirror and also see him holding his light blue 'phone to his right ear. He made several calls, each time looking downwards as he manually keyed the numbers with his right hand, glancing up at the road ahead and then back down to the 'phone, with only his left hand on the steering wheel. It occurred to me that this was a most unsafe practice for a driver with a fully laden bus to expose his passengers to and the more I thought about the situation the more uncomfortable I became. As I watched him make repeated calls my uneasiness turned to anger as it was totally selfish of him to compromise both mine and the other passengers' lives just so as he could use his mobile phone . Therefore I took the decision to confront the driver and made my way down the aisle to the driver's seat. I sternly requested that he cease the call in progress immediately, which he did, and not to use the telephone again during this journey. I advised him that he was both jeopardizing passenger safety also pointing out that he was breaking the law, and although he obviously did not speak perfect English he was left in no doubt that I was not going to tolerate this further.

I returned to my seat and explained to the Italian lady sitting next to me what had occurred. She passed this information on to the other Italian passengers who voiced their appreciation at my actions. I expected this to be the end of the episode and settled back in my seat for the remainder of the journey.

Not more than five minutes later it became noticeable that the bus would occasionally drift over the motorway lane markings and then swerve back again. I looked towards the driver and I was utterly amazed to notice that he was again using his 'phone, but incredibly this time he was not talking but texting! As it was night time and the interior of the bus was unlit, in his rear-view mirror one could clearly see the glow from the keypad of the 'phone illuminating the driver's face. I just couldn't believe my eyes and pointed this out to the lady sitting next to me. Once again I made my way to the front of the bus and for a while just stood behind the driver's seat to observe him to ensure my assumptions were correct. He had the 'phone in his right hand in his lap as he was obviously trying to conceal his actions. His head was mainly tilted downwards as he was creating his txt message with regular glances upwards as he checked the road. This could not be allowed to continue further and I instinctively grabbed his 'phone from his hand. I ordered him to stop the bus immediately at the next slip road exit which was just ahead. He stopped the bus and I severely told him that this blatant lack of consideration to my safety meant that I had lost total confidence in his abilities as a driver in command of a bus full of people on the motorway. I advised him that I would not be continuing and despite the fact that it was night time and raining I would be leaving the bus. I also advised him that I would be both reporting the incident to the Police. I went back to my seat to collect my hand luggage and explained the situation to the passengers. Before leaving I handed the driver's 'phone to a lady passenger and advised her not to give it back to him until completion of the journey.

And so I left the bus at 00:45, collecting my two other suitcases from the hold. I made a note of the registration number of the bus [CR147GT] and the company name [Air Pullman].

The bus drove off back onto the motorway slip road leaving me on the roundabout in the rain and darkness with only the forecourt lights of a garage visible in the distance. Luckily though just as I was making my way to the garage a taxi passed and I flagged it down.

Since returning to the UK I have taken this matter up with British Airways. They have refunded my taxi fare. However they have advised me that "the Italian Codice della Strada (Law on Vehicles and Streets Codes of Conduct) states that there are some exceptions to the law against drivers of rented coach and buses on behalf of third party companies. Under this law the bus driver was therefore allowed to use his mobile phone whilst driving." BA are denying any breach of the law and have become defensive.

I am now somewhat confused by this response and have written to my MEP who in turn has taken up the issue with the Italian Embassy. Their legal representative however starkly disagrees with BA’s interpretation of this Italian legislation. With the backing of my MEP also, he is understandably keen to pursue this case against BA.

The problem at the end of the day is that it will cost someone [presumably me?] lots of money to pursue this issue against BA, and anyway what case do I have as I was not directly affected or injured by the use of the mobile phone by the BA driver; I don’t believe I have any legal case or grounds to sue?

I would be pleased to hear your comments.

James Linton.

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Mrs Susan Haylock
,
May 21, 2008 2:34 am EDT

Since returning from our holidays on May 4 2017, I have sent three emails to British Airways asking why our luggage could not be transferred from Malaga to Doha, Qatar. On all three occasions, an automated response came back to me saying that the matter had been passed onto my Country office and they would be contacting me re the question. To date, I still have not had an answer.

The main complaint is that British Airways the supposed flag ship of the United Kingdom in my opinion has lost its way when compared to its rivals. They have no understanding of service quality, and their contemptuous attitude of both their staff, and administrative staff in dealing with customers complaints is deplorable.

I know I am not a Fist of Business Class passenger, just a mere Economy mortal, but with their reputation at stake I would have thought they would have been quicker to answer my simple question. At the time of traveling, my husband had torn muscles in between his ribs and having to collect our luggage at Gatwick airport to recheck into Qatar Airways, was a highly painful experience for my husband and did not help his condition.

I am truly disgusted with British Airways and they deserve all they get as far as I am concerned.

Mr and Mrs Michael Haylock,
Doha, Qatar, Arabian Gulf.

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Rhyn
, GB
Jul 09, 2011 2:43 pm EDT

So the merry go round continues, Flight Centre customer excellence have been in touch, which is good, but here's the bit that's not. The Airline involved was British Airways a huge multinational company with strong and clear policies and yet when it comes to charges for name changes, who makes them, how much they are, where they go, was it done at all with all the policies and technology it appears customers money is of no interest, they say contact Flight Centre, Flight Centre say British Airways made the charge, I say what the hell is going on? Does people's hard earned money count for nothing? . My parents were charged £350 someone must know WHO MADE THE CHARGE BA OR FLIGHT CENTRE, WHERE IS THE EVIDENCE OF THE COSTS INVOLVED? I'D LIKE AN ITEMISED BILL OF HOW ADDING MRS. AND ROCHE IN EQUALS £350 in anyone's time...has anyone else had problems like this because I'd be interested to know come join me on my facebook page I was charged for a name change and let's see what's really going in this seemingly high unregulated area, trading standards have been informed and I will be persuing this.

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bruce swartz
Chula Vista, US
May 16, 2012 6:28 am EDT
Verified customer This comment was posted by a verified customer. Learn more

This is what I was told when I attempted to have BA honor their promise that when I joined the Ex. Club my miles for my upcoming Business class trip would be credited to my account.
When I discovered that they did not apply my miles they responded that I just went over the time period to contact them about their mistake. After about an hour on the phone and emails back and forth over a months time I finally said that I could not stay a customer with an airline that treats their (at least this one) customers so dishonestly. Their reply from Supervisor Mr. Melody ID#101721 was "you win some and you lose some." I could not believe he actually said that to me so he repeated it several times more.
I did email CEO Keith Williams at "Keith.x.Williams@ba.com". For some reason I am not expecting a reply from him.
Have you received this kind of disrespect from your conversations with them?
Edit/Delete Message

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1:13 pm EDT

British Airways lost luggage claim

My husband and I flew BA from Heathrow to Boston on September 2nd 08. On arrival at Boston one of our bags was not on the carousel. This was reported to BA staff at the airport and after being asked to wait for approximately an hour for them to check if the luggage went on the plane we were told it had and had indeed been unloaded at our destination. We were told due to the length of our stay in the USA our claim would be dealt with over here. Now 34 days later I have received a check which doesn't correlate with out of pocket expenses and no explanation as to when the missing items will be compensated for.
I find the business practices of what is supposedly our National Airline reprehensible and feel thoroughly embarassed for anybody, especially a non UK citizen, who is treated in a similar fashion.

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2:34 pm EDT

British Airways wet suitcases

WE, me and my husband Moshe Vered, arrived at London Heathrow airport on the evening of 6.10.08 from New Ark in the U.S. The flight number was 0186.

Next morning, on the 7th of October we flew to Tel Aviv with flight number 0165.

The suitcases stayd during the night at the airport. It rained during the night and the morning .

When we arrived at Tel Aviv and opened the suitcases the contents were soaked with water. Clothes, shoes, books, medications.

We were very distressed and we are expecting an explanation and a compensation.

Ruth and Moshe Vered

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9:09 am EDT
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British Airways disability discrimination

I have a disablity that means that I require a certain type of alocated seat on an aircraft. A GP has provided me with a letter stating that I do require a special type of seat ( due to an awful case of Claustrophobia)

Despite calling BA 4 times over 5 weeks prior to my flight to Mexico (11 hours) to pre-book my seat I was told I could only do so 72 hours before the flight. I called within 72 hours to be told that all the seats had been either sold or given to 'Frequent Fliers' and that they had put me in a 'special seat'...WITH A BULK HEAD RIGHT IN MY FACE.

I was however told that if I paid to upgrade, that I could have a medical seat. I am about to travel around the world so to 'upgrade' would cost a total of ���£4000.

As someone with a diagnosed medical condition this is discrimination in favour of someone who is a 'mate of the airline' incredible! I am possibly going to have to cancel the first leg of the flight and sue BA. All my details were on my account booking.

And yes, you have guessed it...Kate The Manchester Supervisor Q4 refuses to escalate the call and says, 'you will have to rebook'.

Please dear god if anyone has a contact in the Senior Management Team within BA, can you ask them to get in contact before litigation starts...great start to 32, 000 miles of flights with BA.

These guys are supposed to be the best in the World at customer service but from what I have seen Thomson Fly and even Flybe are streets ahead.

Incredible that in todays position active discrimination is permitted in favour of mates and people who pay for a medical seat when there is nothing wrong with them.

I even missed my own leaving party as this took 5 hours to deal with and still remains unresolved.

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mike
,
Oct 27, 2008 5:45 am EDT

You sound like a right knobhead.

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JakeT57
Portland, US
Sep 18, 2008 8:39 pm EDT

A 'medical seat' ? What are you on about? Oh, you must mean an emergency exit seat. For goodness sake - get real. You are not special. Everyone wants an exit seat. I want one becuae I am tall. Frequent flyers want one because they spend a hell of a lot of cash with the airline and expect recognition. If, heaven forbid, there was an actual emergency, I don't want someone with claustrophobia being responsible for getting the doors open. I want someone who is fit, able bodied and not suffering from some kind of mental/medical condition. My faith in BA is strengthened if they refuse to sit you in an exit row.

Flying is not compulsary. You need space, then pay for it, like everyone else does.

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12:34 am EDT

British Airways they crushed my guitar and wont pay for it

on may 25 2008, i flew back from madrid on british airways, arrived at lax, and noticed my guitar case was crumpled. The BA counter was closed. I tired of waiting for them to open and looking for someone to help me and went home, called the BA 800 number right away, and was told to file a complaint online and did. I was given a reference number and told I'd be contacted by email. 6 weeks later I get an email from PETE TAMBURELLO telling me they will be in contact. 4 weeks later I get an email from PETE TAMBURELLO with instructions which I followed; fax relevant documents. 5 weeks later I get an email saying I have to get a property irregularity report- I call the BA 800 number, they say my online reference number is the same number. Now PETE TAMBURELLO emails to say without the property irregularity report from the airport at lax or they won't honor the claim. The clerks at lax won't give me a damage report form or number because I already have an online reference number and because it is now august and not may. It is august and british airways has not paid for my crushed guitar! DO NOT FLY WITH BRITISH AIRWAYS WITH MUSICAL INSTRUMENTS!

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maledettonyc
New York, US
Sep 27, 2009 12:21 pm EDT

I Agree... Do not fly British Airways at all... They do not honor their words... My baggage was lost for a full week... I was left with NOTHING in the middle of Florence, Italy - where I had to pay Euro for everything (which costs basically double in dollars) I was told by numerous customer service employees that I should not worry, that I will be reimbursed for my unexpected expenses. Peter Tamurello is denying this and thinks $400 which is LESS than 200 euro's is a "reasonable reimbursement". These people are criminals if they think they can abuse their clients like this. Never again British Airways!

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Ih8guitars
Los Angeles, US
May 20, 2009 10:59 pm EDT

I absolutely HATE guitars! I've already set two classical guitars on fire. My dream is to get an acoustic bass guitar, fill the soundhole with gasoline and attach a fuse to it. I'll have a telephoto lens on my camera to record the glorious event! I can't wait! Whenever I hear or read of some goddamn guitar that's been crushed, smashed, burned or destroyed in any fashion, I get a really satisfied feeling within! Kudos to British Airways for eliminating one more guitar from this world:)

ComplaintsBoard
S
6:22 am EDT

British Airways terrible treatment by staff

I took my husband away for a surprise Birthday holiday to the wonderful Italian resort of Portofino staying at the exclusive Spendido Hotel. We had a wonderful holiday and was looking forward to returning to our children in the UK on 11 July, enjoying a glass of wine on a BA flight to end a perfect holiday. With my fear of flying, intolerance of heights and having been very sick numerous times when sat at the back of a plane, we arrived at the checking with nearly 2 hours to wait. We checked in asking for a pair of seats as close the front as possible.

On seating a BA cabin crew told us we could not sit in these seats as they were for club only. I explained that it was not our fault that the ground staff had booked these tickets. We asked that we sit together and were told firmly that there were no two seats together only in row 25. I informed the staff that I got very sick if sat at the back of the plane, that it was not our fault that we had been given the wrong seats, that it would spoil the holiday to be sat apart and that I didn’t think I would be able to as I have such a fear of flying. At all times we were polite!

Your cabin girl told the Italian ground crew member to move us to row 25. He did not speak much English but understood my problem with row 25. Your cabin crew by this time had other passengers shouting at us in a very aggressive manor. My husband offered to pay for the upgrade so that I did not have to sit alone nor in row 25. But no your staff would not hear of it! By this point I was frantically pump herbal calm relief into my mouth, my heart felt as if it was going to pop out of my chest, I felt faint and was close to tears. The next moment the BA Captain told us to move or he would have us removed from the flight.

My husband and I moved towards the back of the plane with no help from staff. We found that there were two seats in row 13 and row 16 so we did not have to sit in row 25 after all. Had your staff behaved in a more professional and understanding manner there would have been no need for all the upset. I spent the rest of the flight in tears. I arrived home, did not see my children as I had to go to bed with a migraine, I have not had a migraine for more years than I can remember.

It was not my fault for the error in seating but at no time did your staff see if there were any other seats available other than row 25 nor did they explore moving single passengers. As it turned out there was not need for us to sit in row 25 as there were pairs of seats free closer to the front. I might also point out that there were no extra passengers waiting for our seats in club!

Your staff completely ruined our holiday! And your Captain should learn to land planes again as a BA flight I was on that took two attempts to land at Manchester in high winds, fog and rain did a much better job than the pilot of BA2689 from Genoa to Gatwick!

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So You Want to Complain ?
Horsham, GB
Jul 12, 2014 1:26 pm EDT
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BA are now supporting regular direct overflights of this lady's house.

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Customer Service Slogans
Cardiff, GB
Mar 09, 2014 11:35 am EDT
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BA is hamstrung by procedural indifference to passengers. Even is staff wanted to help you they are constrained by an overbearing management culture of relying on systems of rules rather relating to customers.
Such systemic failure is not uncommon in legacy companies that have not been born into a true customer service ethos.
You get the odd one in many different industries, but BA do take the bidcuit.

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lilvixen69
Sometown, CA
Sep 24, 2009 2:39 pm EDT

Sounds like one of those nasty people who just isn't happy, no matter what. I don't understand how you could feel sick sitting just nine rows behind the seats that were actually empty but whatever. Spoiled people just can't be dealt with...

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3:34 am EDT

British Airways seat prebooking for a firat class ticket

I phoned BA in JHB to inquire why I could not prebook my first class ticket from Heathrow to Jhb on the 31st of July. Thos should be a formality with a first class ticket. Instead I was given a runaround of note. I first spoke to a person called Zuko who kept me on the line for 20 min without returning. In the interim I phoned from another phone and spoke to Evidence who was just as unhelpful and made me wait for 10 min without returning. I then asked to speak to the supervisor (Natasha) who promised me she would look into the matter. I phoned back twice the next day to inquire as well as leaving messages the day after, as she was never available. I am still waiting for a response from her. I find the service atrociously bad, with no real attempt to sort out the problem, and it is a first class ticket which is supposed to have SOME benefits.

Please respond soonest. They cannot tell me that they cant preseat me or tell me which seat has been allocated to me. I find that totally implausable. Ref no (YCFBNH)

Regards
Steve Breuning

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6:00 am EDT

British Airways lost my box at gatwick airport, there was a switzerland kuku wall clock inside box.

Hi,

Subject: Lost my box at Gatwick airport, there was a Switzerland Kuku wall clock inside box.

I am Jitendra Kumar. I and my wife (SHILPI GOEL) were travelling with Easyjet flight (flight No. EZS8475 ) from Geneva (Switzerland) to Gatwick airport (London) on 3rd of June at evening time. We reached around 8:00
PM at Gatwick airport. We were carrying one Brown cardboard box in my hand. The size of box was around 12'' x 12'' approx. There was wall clock inside the box. It was a Switzerland kuku wall clock, made by wood.

At the time of entry clearance (passport control), I just put this box near by counter. After just came out from clearance, I realised that I forgot my box inside. I informed the person over there at security. He said that you can not go back and nobody can't get your box from inside.
You should contact to airport help desk. I informed there but the lady said now the loss and found services are closed. You should call tomorrow morning at this no [protected].
I called so many times but didn't get any satisfactory answer. Every time the lady said we don't get now. You just call tomorrow.

I am very disappointed by this service. Even I knew that I put my box there and just few steps away from that location but nobody took my box from there. I have invoice also of my item. It was very costly watch. It's a big loss (£225) for me.
It's very strange that my box lost from inside security control area of airport and never has been submitted to "Loss & Found" department.

I request to you please do something for this.
I am waiting your response.

Regards

Jitendra Kumar
[protected]
[protected]

106 Langport Avenue
Manchester
M12 4NG

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madhuri modi
, IN
Jun 22, 2012 7:41 am EDT

My Self I Madhuriben Gaurang Modi
My email Id: madhuribengheewala1@yahoo.co.uk, database_raj@yahoo.com
My Husband's Name: Mr. Gaurang Modi(NI No.SE 170357 B)
His Passport No: G 7631610
His work address, 308-310 elveden Road, London-U.k, NW10 7ST.
He cheated with me when i was live with him.He is very dangerous and spoiling to another girl's life in UK. He spoiled my life. I put the case file at uk government his crime ref no.2011576/10 in the year 2010 and Government of Gujarat Honourable chief judicial magistrate court, india. I kindly request to inform you that please take legal action against him and Immediate reply me on my above email id.

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11:33 pm EDT

British Airways assistance

i am compaining for my mother mrs j douglas 3 portal road knightswood glasgow g13 3xn who flew on a connecting flight heathrow to glasgow thursday 12th june flightba1474 my mother is 77 yrs old and had just flown from sydney and we asked for assistance however the problemn came at heathrow and my mother had to struggle when arriving ar glasgow airport this i find most distressing and can assure you will go into more details about this and myself will never fly with ba or recomend to any of my friends or family .

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JakeT57
Portland, US
Sep 18, 2008 9:02 pm EDT

Oh boo hoo. How callous of YOU for making a clearly incapable 77 year old lady travel by herself.

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Jeremy Stevens
,
Jun 18, 2008 3:24 am EDT

Special assistance at airports is the responsibilty of the Airport Authority and NOT the airline. Check the facts and direct you complaint at BAA not the airline.

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W
2:46 am EDT

British Airways bookings and safety

We were unable to book the seats that we required and then on booking in a couple were upgraded to the seats that we were told were unavailable. We were given row 2 D and F in club class and was assured that seat E would not be used so that we would be together. Just before take off a man and a 3 year old child got on board and that child was given the seat between myself and my husband, seat E. the man then sat in the window seat of the row behind leaving us to deal with the child. We had 2 grandchildren with us sitting in economy and would have liked one of them to be with us not a strangers child.

On the return journey the front row was empty and 2 more passengers were upgraded to these seats. To add salt to our wounds our daughter brought our 4 year old grandson to sit with us whilst she used the toilet. He sat down put his seat belt on and we were told to remove him as soon as possible as they did not allow children in club class. We were very upset about this but decided not to make an issue of it on the plane. The flight details are London / Gatwick B A 2952 to Cagliari on the 31st May 08. Return flight B A 2953 on the 7th June 08. We have other issues about this flight regarding the booking in and miss allocation of my daughters seats but we would like you're comments on the above matter Peter and Lynne Wilkinson.

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Jeremy Stevens
,
Jun 18, 2008 3:36 am EDT

By the way, read the t&c's BA, as with all airlines, do allocate seats but reserve the right to ammend them.

Nearly every complaint on this website comes from the passengers inability to read things before they agree to them. It's just plain lazyness!

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Jeremy Stevens
,
Jun 18, 2008 3:32 am EDT

What utter rubbish! Children are allowed in club class if the seat has been paid for. It seems that you wanted something for nothing. And BA do not guarantee that the centre seat will not be filled. Why didn't you offer to swap seats with the man behind you? I am sure that he would have much rather sat with his child. And in any case it couldn't have been all that bad as you seem to have discovered the age of the child so some sort of conversation must have taken place.

People are often upgraded on flights usually if they are members of the executive club or have paid for an upgrade at check in.

Maybe you should have booked you entire party into club then you all have been seated together.

I feel sorry for your daughter left to cope with 2 children in economy.

ComplaintsBoard
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5:33 am EDT

British Airways bad experience

I have return flight (BA 0156) from Kuwait to London on 6th December 2007 as ticket with reservation code (QQQZBK) indicates. I notice that information which has been included into the ticket is not strict even with departure or arrival time. On the other hand, I have never notice any kind of information that may be included in ticket or else where mentioned the last time of checking in. I arrived at check in counter in Kuwait airport at 8:00 am on 6th December, but I have been told that the gate was closed. I begged them that I have an appointment at a hospital tomorrow. They without any kind of respect refused to check in my luggage after they checked with British Airways branch in Kuwait airport.

We went to Kuwait airline to check if there is any flight to London, we have been told that there is one at 10:00 am and we may be able to transfer the ticket to Kuwait Airline after my friend explained the situation to them. We want to British Airways office, the door were locked, we knocked it, a guy came out and we explain the matter and he told us that the ticket is not transferable because it is not endurable; this is another doubt! Then, when I asked him about rebooking for next day, he informed me that the ticket is invalid that is even before the boarding was started that is happened at 8:35, and then I asked for of the name of the employee, he wrote it down as “Wagol”.

We went back to Kuwait airline to book the ticket to London, I paid 115 K.D which I have a receipt to prove that, while we finished the whole procedure we went to check in counter and she refused taking my luggage because the gate was closed, we talked to Kuwait airline manager who instructed the counter to take our luggage. This incident shows that there are no strict rules in airports and for this reason I think your branch in Kuwait airport is responsible for my awful situation as well as for paying another ticket to reach my hospital appointment.

I think I have not been informed that I should be at the check in counter at specific time; neither have I been informed about the last time that I must reach the counter with. Therefore, there is no reason what so ever which give you right to put the responsibility on me and punish me by paying another ticket to reach my appointment. I am looking forwards to hearing from you and to get my right by paying back either my original ticket or the ticket which I brought from Kuwait airline, with many thanks for your assistance.

Yours sincerely,
Ammar Abbas.

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nibor
, KW
Jan 21, 2009 9:43 am EST

British Airways is the BEST airline in the world!

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JakeT57
Portland, US
Sep 18, 2008 8:27 pm EDT

You arrived for check-in 30 minutes before departure and you expect this to be ok? Get real! This is completely your own fault. Why should BA endorse your ticket because you are too stupid to arrive at the airport in time?

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G
5:24 pm EDT

British Airways no refund

In November 2007, my mother and I booked two seats on flights from San Diego CA to London (via Los Angeles) for an 8-day round trip, beginning March 14, 2008.

Unfortunately, on the day of the planned trip, my mother had to go to the hospital ER and was unable to travel. The doctors told her not to travel for at least a week and so we tried to reschedule our flight with British Airways for the following week. However, they were fully booked and we were unable to get the flights we wanted.

In attempting to reschedule the flights with the airline, I was talking with Reservation Agent "Jessica", who advised me to completely cancel the tickets, since there were no available flights for our required dates, and request a refund from the airline. (She then advised me to rebook on another airline). Jessica mentioned that, since my mother was unable to fly due to a health matter, there would be no problem in getting a full refund. She also advised me to fax the appropriate paperwork from the doctors to BA, prior to the time of our first scheduled flight, stating again that there would be no problem in getting a full refund, since we had experienced a medical emergency. I followed her instructions and the fax was sent about an hour prior to flight time.

Other than one email advising us that we were entitled to a refund of taxes only, British Airways have thus far ignored our correspondence and requests for a full refund. At this point, they are not responding at all to us and we have tried on several occasions to contact them.

We are currently $1775.98 out of pocket and have received no further response from BA during the past two-plus months, other than an automated fax receipt.

I have contacted my credit card company but they cannot help in this situation as we are more than 90 days out from the time of booking, on November 27, 2007.

Any help in this matter would be greatly appreciated. $1775.98 is a lot of money for a Senior Citizen (my mother) to be duped out of.

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justreat
Sausal, US
Jun 25, 2010 7:36 pm EDT
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I booked a flight from San Francisco to Berlin via London on 04/24/10. This was around the time the volcano blew up. BA requested that passengers cancel or delay non-essential flights so that other passengers who were stranded around the world could get home. BA offered full refunds on their website for cancellations.

When I called my booking agent to cancel they told me my flight had already been cancelled, and that although I was entitled to a full refund, the refund process would take 6 - 8 weeks.

By now it's been nearly 10 weeks, my booking agent says they haven't received the money from BA yet, and BA says I need to contact the booking agent. BA hasn't even responded to my complaint via e-mail.

What's up with these people? BA is holding $1000 of mine for nothing and I can't pay my rent. I want my money back, I want an apology, and I want people to know how rude and unprofessional BA is conducting itself. In my opinion BA deserves a good spanking. I also wonder if other people are in a similar situation.

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Rajesh
,
May 30, 2008 12:25 pm EDT

THE ONLY WORST ARILINE IN THE WORLD IS BRISTISH AIRLINES...ALL AIRLINES LOOKS BETTER EVEN WITH THEIR DRAWBACKS WHEN COMPARED TO BRISTISH AIRLINES...WORST AIRLINE

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B
3:27 am EDT

British Airways lost ba airmiles!

We booked BA return flight from Cape Town to Heathrow. We regularly fly BA and had almost enough BA Airmiles to upgrade to Economy Plus. I purchased enough miles to do this. and paid £50 each so we could move the flight if necessary.Unfortunately we need to change our return flight and we are now told that we have to pay £50 each (fine we knew this) and £155 each to change the date of the flight. We have lost our airmiles and cannot upgrade using airmiles again.

What a rip off! What a way to treat loyal customers! We won't be customers for much longer.

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ofili
, NG
Nov 30, 2008 10:04 am EST

I WOULD PLEASE JUST LIKE TO BE TOLD THE RIGHT WEB SITE TO GO TO ADD MY UNREGISTERED MILES . THANK YIU.

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JakeT57
Portland, US
Sep 18, 2008 9:07 pm EDT

Maybe next time you will be offered the moon on a stick. If you change, you pay the applicable fare - just like any other people who are rebooking to the same flight. BA did not force you to change your plans...sheesh...some people have so little in their life to worry about they find absolute nonsense to pester companies about.

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IAN CURTIS
,
Jun 22, 2008 5:41 am EDT

dear sir,
i wish to make my complaint about your staff, and questions asked on 20 june 2008.
when i checked in at T-4 at 16.00 hrs i asked one of your staff,
if i could add my lost air mile this time on check in...no.
why i asked,
you need to go on line,
as i said i had been on line to b.a. and was told by mail all i had to do was,
take my old ticket to check in and they will be please to add your lost miles.
no ..can not do that...no smile or help...
asked why...dont have the correct info...but i have it here in my old ticket, 3 weeks old.
you have to go on line.
told the lady that i have been on line...no help.
then i was told to go and see the customer care manager...
at the end of the decks, ...ok.
was standing in line for 30 mins or more waiting my turn.
at last went to your desk, to where i was told...
ITS MY BREAK TIME THE DESK IS CLOSED...BREAK...
WHAT ABOUT YOUR CUSTOMERS.
WHEN I ASKED ABOUT A SIMPLE THING LIKE LOST AIR MILE
AND HOW I TRY AND GET THEM BACK...
WHAT A JOKE B.A. STAFF ARE...DONT KNOW AND PASSED ME A CARD WITH CONTACT CUSTOMER RELATION @BA.COM
DID THIS AND GOT NO WHERE FAST...NOTHING.
so may be this might do so good, but looking at the staff which you employ, i dont hold out for much, or even a reply.
so...lost mile which i would like to reclaim.
25 April 2008
flight number 77
class M.
london heathrow to luanda fevereiro
luanda fevereiro to london heathrow
booking ref; 4BW4KE
seat number..30F
E-Ticket number...[protected].
all i require is to add my miles which i have done to my frequent flyer club executive club membership,
membership number...[protected]
you have all the info here on my old ticket which i have passed on to you.
so why is it so difficult to,
A...GET this info passed on by email on your site.
B... to get help for your staff at customer service at T-4 when
you want to ask a question, and Not be told ITS MY BREAK, AND WALK OFF...
iam going to be flying to and from luanda with B.A. for the next 2 years every 3 0r 4 weeks, so i would like a little help here if possible.
would it be possible to talk to any one on a phone or give me the correct site to go to so i can try and add this on, or am i just talking to a computa.
i would be great for a reply and a little help, but i will have to wait and see.
thanks for taking the time to read this.
you
ian william curtis.

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12:00 am EDT

British Airways surprise! you owe $950!!

I booked a flight for my mother traveling from Prague to San Francisco on British Airways. She had a long layover in London (12 hours), and I intended to book a hotel for her. I changed my mind and called BA to see if she could get a shorter layover.

The customer representative told me that she could help me by "canceling the original return flight in the system." By doing this, she explained that I would NOT be charged the $200 change fee or the difference in fares. She advised me to then call back and just re-book, and reiterated that I wouldn't be charged any fees. I rebooked the ticket, and at no time did anyone ask for my credit card information, or request any payment whatsoever.

However, when my mother arrived at the airport, the BA representatives demanded more than $950 on the spot. With no other option, we paid this and have been battling to get it refunded from BA since then. A woman named Marcia Friedland from their Customer Relations department rejected the request for a refund. The whole thing is just RIDICULOUS. Had I known they were going to do this, I would have kept the original flight. This surprise fee almost DOUBLED the entire roundtrip ticket!

Shame on British Airways!

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Mariele Beckert
,
Mar 14, 2008 5:56 am EDT

Hi Mark,

I'm just handling the worst experience ever with BA and wish I had heard any of this before...
I made a booking, economy class, and then upgraded with mile to Business.
Few things happened, I had to change my flight (this was London - NYC - London by the way) but was told I could not cancel just the return flight as it was booked economy with restrictions, which I agree.
So then I asked if it would be possible to cancel the upgrade just on the return flight (as I would not be taking this), the lady who I spoke with on the phone was not sure if she could do that without charging me a fee (?).
For some reason, they cancelled my whole upgrade and she even "wrote on the notes" that I had been advised that I could not cancel upgrade in 1 way only; it had to be both ways or nothing.
They are now refusing to give my seat back, unless I pay $7,000!
No one respond to email, some of the agents are really rude.
Although I am a Silver Club Card Member, I will not travel BA ever again!
About the change of plans I mentioned somewhere above; my return will not be to London but to Buenos Aires. I called, made the booking, asked if they had any seats available for upgrading, was told no.
I paid for my upgrade, and right after they had charge my credit card (nearly $3,000) they CANCELLED my booking (?).
These are the most unreliable people in the world. The CEO, Willie Walsh, has no idea what so ever of what he is doing - not saying I would do a better job, but taking as an example AA - BA do not know how to handle complaints, nor how to handle important issues, this is one of the most unorganized airways company ever!
...But then, United Kingdon is the most unorganized country I've ever been to. Everything you do here, you need to send on paper, by post or courier, and also need a proof that it was delivered; and you still got to go to court sometimes to solve the matter.

Thanks for letting me vent!

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Arvind Padmanabhan
,
Sep 10, 2007 2:59 am EDT

Hi Mark,

You will not get your money back by talking to BA. The only way is to take them to court. You can do it online. However, you should first write to BA formally explaining the situation and the amount owed to you. Do mention that you will take them court if you hear no response.

In the worst case, if they do not respond, file your complaint online:
http://www.hmcourts-service.gov.uk/index.htm

You must have all supporting evidence (tickets, receipts,...) to win.

Best Wishes,
Arvind.

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12:00 am EDT

British Airways very poor service!

My daughter Sandra Velli was on BA0293 from Heathrow to Washington Dulles of yesterday, July 27, 2007. Flight was canceled. I have not been able to receive any information by e-mail or phone (at considerable expense) as to her wherabouts (hotel name, phone number,) airport lounge? Embarkment on another flight. It is urgent that I be able to contact her. WHAT IS WRONG WITH BA INFORMATION? IT IS BECOMING A TOTALLY UNRELIABLE AIRLINE.

With growing disappointment and disgust, Paola Ottolenghi Velli.

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Leigh Squirrell
, ES
Jun 28, 2014 2:24 am EDT
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Dear Complaints Department,

My husband and I recently flew with two close friends for our annual holiday to Las Vegas with British Airways. Departing 28/06 from LGW for 7 nights. Unfortunately this was not a pleasurable experience on our departing flight.

Firstly, I need to reassure you that I do not complain unless it's really necessary. I work with the general public myself in a tourist destination and understand that spirits are flying high (pun not intended!) But what we experienced was totally unacceptable!

We were sat in row 29, seats J & K. When the member of cabin crew (Ruby, who was not polite or did not smile once) came with the first drink on-board, we were told that all Cava had gone? Unbeknown to us, another traveller had heard a conversation between the cabin crew discussing giving/saving all the Cava to the stag do on-board!

We were the last row to be served our in-flight meal...And that is not an issue because someone is always going to be last. We were told that we couldn't have our first choice, still no problem as the dish was obviously very popular! We gave our second choice, then after quite a wait we were all served our first choice and was told we could have them as they were "rejects" from the first/business class section. This was NOT what my husband wanted from the beginning but we were told by Jack that he had gone out of his way to get them. Jack then said "well, you are probably sat in the worst row!". I am absolutely gobsmacked that BA would train their cabin crew to say this! The food is good when we eventually got it, but not enough for (roughly) a 10 hour flight. Jack then came with two complimentary cups of cava (after we were told it had all gone) which was a nice gesture, but there was THREE people sat in our row!

Four hours into the flight and the stag groups had supposedly drank the plane dry. Excluding brandy and wines. Funny, that we still saw beers being served? I think jack is probably still trying to "locate" my husbands can of Heineken!

Five hours into the flight and my friends TV stopped working. She was sat behind me in seat 30J. Cabin crew member, Shane came to assist her and said he would reboot etc...After a good 45 minutes, My friend was still without entertainment and didn't see Shane or any other cabin crew again, even though she pressed the button for assistance twice. On each of those occasions the light was switched off. I was going to the WC and thought I would let someone know that it still wasn't working. What I saw in the staff quarters was absolutely disgusting and unprofessional! Nobody took any notice of me until I had to ask "Is this a free for all and a youth-club?!" To which nobody cared! Jack was messing around, hugging and giving out snack KitKat bars to a drunken female passenger and Shane was "on a break". I told him that my friend has pressed her button for assistance (twice) to which he replied "oh, it mustn't be working?".

At this point I asked for the cabin crew manager as this behaviour is totally unacceptable! Alison was the manager on this flight and came to see us with her tablet device. My friend was offered a £30 compensation voucher for the TV situation but unfortunately couldn't use it on the flight but thought maybe she could use it on the returning flight, she still hasn't received an email to confirm this. After discussing with Alison the problems we were experiencing, she actually said to my disbelief "you must just be having one of those days!". No actually, you are British Airways and YOU are in control of what happens during the flight! When I informed her that even Jack thinks we're sitting in the worst row, she just smiled a sympathetic smile?!?!

Ok, so I have come to the end of my complaints...of which I'm sure your glad about.

I cannot praise the cabin crew enough on our returning flight. All smiles and very pleasant/helpful. I'm sure it must help that they are more of a suitable age with probably more experience as apposed to those who acted like teenagers. Those kids belong on flights to Ibiza and Magaluf!

I also understand that we were flying to Vegas, the entertainment capital of the world and everybody is so excited (myself included, I am only 32!)...but please note that this was my 3rd time in 4 years and was booked especially for my husband and I's 4th wedding anniversary after marrying there in 2010!

We plan to holiday in Vegas a lot as it holds certain emotional memories/ties, along with some of the best times I've ever experienced so far...but I have to say that I will not be booking by price next time! I have encountered much better value, professionalism, service with the other one and only airline we've used in the past. I feel I have to reassure you that this is ONLY due to our departing flight from Gatwick to Las Vegas.

Every passenger on board pays a lot of money for a flight, but it's a shame we all don't receive the same treatment.

This is very unlike us to have to complain, but we suggest you take a closer look at the service you are providing as apposed to the service you say you offer!

Many thanks,
Ashley & Leigh Squirrell

ComplaintsBoard
M
12:00 am EDT

British Airways lost luggage!

My wife is French and frequently flies BA to Lyon via Heathrow. The last 3 times in a row her bag was lost. Each time it took longer to return it. This time she flew on July 3 Mancester-London, and was connecting London-Lyon, but due to potential terrorism all Terminal 4 flights were canceled. And our bag was lost. Now it is July 28, we are still waiting. We have phoned BA a dozen times, sent 15 emails, logged on the "lost luggage" site 50 times and the messages are always the same. Clearly BA has outsourced its baggage handling and is really having problems. I now rank it in the bottom 10% of airlines (I fly about 100000+ miles per year).

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Amy Liao
,
Dec 05, 2007 12:00 am EST

I am writing this complaint on behalf of my mother about the British Airways Airline. My mother went on a 2 weeks holiday to attend a relatives wedding ceremony. She left last week November 26, 2007, unfortunately her baggage did not arrive to the specific destination that it was suppose to. Until now, and it is December 5, 2007, my mother did not receive her lost luggage. She is so upset that she could not even enjoy the wedding ceremony that she especially went back home for. All she's been thinking about is where her luggage could be. She had her clothes in that luggage that she was going to wear at the wedding, and christmas gifts that we all sent for our relatives and cousins. They are all gone. My mother has been calling every single day for her luggage 's whereabouts, but no one could help. I want to know how such a big airline like BRITISH AIRWAYS could not find a luggage for 2
weeks. What is taking BRITISH AIRWAYS so long to find something? When
we send off our luggages into cargo, there are sticker tags attached to
the luggages with our names and ticket number and such information, is there
not? Then how can they possibly take so long to find things. The
luggages did not all of a sudden grow legs and run away from the airport.
I am very angry about this, and I am very angry that my mother is thousands
of miles away without her luggage and clothes for 2 weeks. She is coming back on December 12,2007, which is next week. Weddings should be a happy occasion to be attending, instead my mother is stressed out trying to find someone in the BA department to find her luggage. BA losing my mother's luggage and not being able to find her luggage has RUINED her holidays and being able to enjoy herself at the wedding. And who knows where her luggage could be? I mentioned about this issue to my co-workers, and they told me that it is "COMMON" for BRITISH AIRWAYS to lose luggages. THIS IS UTTERLY UNACCEPTABLE. If British Airway knows about this ongoing problem, why are they not doing anything about it? Why are they keep letting it happen over and over and over again. I just don't understand. We pay alot of money for our tickets to fly in your airlines, it is unprofessional for BA to not take care of their customers. The luggages should be located within 24 to 48 hours, it should not take 2 weeks or more.

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Ian
,
Nov 01, 2008 1:52 pm EDT

I am totally fed up with BA. In the last 12 months on five international flights they have managed to lose my luggage 3 times. Also, on landing at Heathrow from Singapore on a Saturday I had to wait 3 hours to get my luggage delivered on one of the two successful occasions they managed to do their job. The loudspeaker stated "due to staff shortages etc...". I pay on average $12000 a flight, and I expect a modicum of service and respect.

The latest debacle is a flight from Atlanta to Amsterdam via Gatwick. Do you think these idiots could deliver a bag straight through...Oh No! It got lost at Gatwick. Here I am in Amsterdam with no clothes, a Servisair tracking ticket, and of course...not even a wiff of regret by BA. After a complaining loudly about my situation I was given a pack with a t-shirt, razor and toothbrush. I HATE BA! This is one One-World Emerald passenger who is transferring his, and his entire companies business to Singapore Airlines...NEVER AGAIN YOU INCOMPETENT CLOUTS!

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Jeremy Strauss
,
May 28, 2008 7:00 pm EDT

British Airways has horrible service and is to be avoided at all cost. I suggest sustained class action suits against them until management understands.

British Airways In-depth Review

Overall Rating: British Airways is a reputable airline that provides a satisfactory travel experience. With its extensive network and quality services, it deserves a solid overall rating.

Customer Service: British Airways excels in customer service, with friendly and helpful staff who are always ready to assist passengers. Their prompt response to queries and efficient handling of issues make for a pleasant travel experience.

Flight Experience: British Airways offers a comfortable and enjoyable flight experience. The cabins are well-maintained, and the seats provide adequate legroom. The in-flight amenities and entertainment options ensure a pleasant journey.

Booking Process: The booking process with British Airways is seamless and user-friendly. The website is easy to navigate, and the online booking system is efficient. Passengers can easily select their preferred flights and complete the reservation process hassle-free.

Baggage Handling: British Airways handles baggage with care and ensures that it reaches the destination safely. The baggage handling process is efficient, and passengers can track their luggage throughout the journey.

On-time Performance: British Airways has a good track record of on-time performance. The airline strives to adhere to the scheduled departure and arrival times, minimizing delays and inconvenience to passengers.

In-flight Entertainment: British Airways offers a wide range of in-flight entertainment options to keep passengers entertained during the journey. From movies and TV shows to music and games, there is something for everyone.

Food and Beverage: The food and beverage options on British Airways flights are of high quality. Passengers can enjoy a variety of delicious meals and beverages, including special dietary options. The airline caters to different tastes and preferences.

Seat Comfort: British Airways provides comfortable seating options, ensuring a pleasant journey for passengers. The seats are spacious and offer sufficient legroom, allowing passengers to relax and enjoy their flight.

Loyalty Program: British Airways' loyalty program, Executive Club, rewards frequent flyers with exclusive benefits and privileges. Members can earn points, enjoy priority services, and access airport lounges, enhancing their travel experience.

Value for Money: British Airways offers good value for money, considering the quality of services provided. While the fares may be slightly higher compared to some budget airlines, the overall experience justifies the cost.

Safety and Security Measures: British Airways prioritizes the safety and security of its passengers. The airline adheres to strict safety protocols and implements robust security measures to ensure a secure travel environment.

Accessibility: British Airways strives to make air travel accessible to all passengers. The airline provides assistance to passengers with disabilities or special needs, ensuring a comfortable and inclusive travel experience.

Environmental Responsibility: British Airways is committed to environmental responsibility. The airline actively works towards reducing its carbon footprint, implementing sustainable practices, and supporting environmental initiatives.

Additional Services and Amenities: British Airways offers a range of additional services and amenities to enhance the travel experience. These include airport lounges, priority boarding, chauffeur services, and more.

Partnerships and Alliances: British Airways has established partnerships and alliances with various airlines, allowing passengers to enjoy seamless connections and expanded travel options. These partnerships enhance the overall travel experience.

Complaints and Resolutions: British Airways takes customer complaints seriously and strives to resolve them promptly. The airline has a dedicated customer support team that addresses issues and ensures customer satisfaction.

Social Media Presence: British Airways maintains an active presence on social media platforms, engaging with customers and providing updates on services and promotions. Passengers can reach out to the airline through social media channels for assistance.

Corporate Reputation: British Airways has a strong corporate reputation in the aviation industry. The airline is known for its quality services, reliability, and commitment to customer satisfaction.

Conclusion and Recommendation: Overall, British Airways is a reliable airline that provides a satisfactory travel experience. With its excellent customer service, comfortable flights, and wide range of services, it is recommended for both leisure and business travelers.

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Phone numbers

1890 626 747 1866 835 4133 More phone numbers

Website

www.britishairways.com

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