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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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2:16 am EDT
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British Airways poor customer service

Subject: Horrific experience for bereaved customer returning to work in Doha.
I had been off work for several weeks due to my mothers terminal cancer and witnessed her death at the end of February. Because my father was very unwell and also grieving I stayed with him for a couple more weeks.

I went to Heathrow airport T5 on 12th March to get the BA 125 leaving at 1020 for Doha. I was with my 2 older children who checked me in and drove me to the airport. I dropped off my bag and was given the boarding card with a 1000 closing time, plus verbal reminder for the gate cut-off time only. We were all still grieving, so we spent time with each other on the check in side. I spent some time hugging my children before the departure gate.
When I went to the gate to enter security I was turned back, with no explanation and went to the BA desk. They told me I was put on standby and go to the ticket desk. At the ticket desk they told me that they would not put me on the flight. They then told me that there is a rule about 35 minutes. I asked to speak to the manager who told me that BA had told me about this via its contracts and various notices. I pointed out that I am a bereaved person and that none of this would mean anything to me, and even then I would not know this would be done in such a harsh way, especially when according to them, I had gone over time for a matter of seconds. Actually the duration I was hugging my children. They offered to rebook the flight but, I would have to pay additional charges. I asked the manager, if due to my circumstances she would waive these charges, she said she could waive the charges, but she would not do so. She even implied that this harsh regime is designed to train the passengers. I was left feeling a distinct lack of compassion and also a failure to acknowledge that I genuinely didn't understand about this rule.
I contacted the Customer Services representative to whom I spoke for over an hour, my main point being to get BA to understand what a horrible experience they were giving me, for someone in my circumstances. Rather than get this basic point, she re-iterated that I had been "told" about the 35 minute rule - which was not true. She referred me to the Boarding pass, and I read out to her exactly, what it said especially the "important notes" on the back of the document. Then she just referred to the part which says, "Subject to conditions of carriage, copies available on request". She gave me the complaint reference number 8059201 to follow up with yourselves.

I think at this difficult time in my life if BA had shown some compassion and consideration due to my circumstances, they would have gained my respect and loyalty. Instead they compounded the tragedy of someone already in difficult circumstances, being bereaved, missing your flight, wasting your money, being told indirectly that you are stupid etc. I felt literally heartbroken at the end of this encounter. I decided to go and rebook, on another airline, even though this cost me more money.

In any case, the BA staff should have taken into account my personal circumstances, realised that this contributed to what happened and waived the rebooking fee. Showing that little bit of compassion and consideration would have won my favour, instead of leaving me doubly heartbroken at this difficult time in my life. Had they shown more compassion, they would have created a positive experience for me and not made me determined never to fly with British Airways ever again. Furthermore, I will give this message to all my family, friends, community and staff at work. At work, I will not endorse any future travel with BA in my job capacity at Qtel. I will also, let the EXPEDIA travel agent know, that this is the way that BA treated me, and according to BA they are also to blame for not making the 35 minute rule explicit to me.

REFUND REQUESTED
Kindly note that I belong to a family of 7 making about 6 to 7 trips to UK a year, in addition to business travel for myself and staff. Prior to this incident I had made a commitment to travel to BA in future as, advance bookings. I want to now cancel these flights, please process this ahead of the 12 week period.

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Bhadresh Desai
Cardiff, GB
Dec 20, 2010 3:22 pm EST

I had a similar experience with BA and I had to rebook the flight and pay the additional charge. I missed out my flight by few minutes. This 35 minute rule is ridiculous specially when there was no queue on the day in question.

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1:56 pm EST
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British Airways wants compensation for all the inconvenience and emotional stress given to a 64 year old woman, and the all the staff stolen!

My mother-in-law was scheduled to fly from LasVegas, NV to Istanbul, Turkey on February 28th, 2010 - Flight # BA0274. Her first flight apparently arrived in London at 15:15 in the afternoon, and her connecting flight to Turkey left at 16:29 in the afternoon.

She does not speak English at all, and needed assistance. Before we sent her through the security in Las Vegas airport, we told the person taking her to the plane that she needed assistance once she arrived in London. We also wrote a note for her to show the flight crew, explaining the reasons that she needed assistance. She apparently asked hostesses for help once they landed in London, but they told her to wait. They made her wait until everyone else in the plane left. Thus, she was the last person to leave the plane despite the fact that her flight was delayed and she had only a very limited time to make her connection. The staff did not even look at what time her next flight was departing, however. Therefore, even though there was more than one hour remaining to make her final connection, and the fact that both her arrival and departure flight were in Terminal 5, she still was not assisted to reach her connecting flight in time.

After this incident, they called me from London on March 1 at 10:30am Pacific/6:30pm London time, and said that they would put her onto another flight the following day at 9:50am, Flight# 676. They told me that they would give her a bus ticket to get to the hotel where they reserved a room for her, with the idea that she was going to somehow take the bus back to the airport next morning. However, this ignored the fact that my mother-in-law does not know her way around in London and cannot speak English at all. I asked them if someone could take her to the hotel, so that she would not get lost, but the representative told me that they could not do that. The result was that she was stranded in the airport for nearly 24 hours waiting for the next flight after taking an all-night flight from Las Vegas to London.

This was most disappointing to us, for she is a 64 year-old woman that suffers from high blood pressure, which is triggered by stress. When I was able to talk to her on the phone, she was worried and scared, and said that she would rather wait at the airport until her flight left the following morning. It is shocking to us that a person of her age, who was not fully capable of looking out for herself, had to be left sitting in an airport for this length of time without proper care, especially given that it seems highly likely that a lack of attention on the part of the airline led to her missing her connection in the first place.

However, what was most galling about this situation was that the authorities at the airport insisted upon charging her extra $54 for one of her carry-ons when they did finally get her on a flight the next day, which would never have happened had people done their jobs in the first place. They claimed it was too heavy while it was not heavy in the USA. One would think that if mistakes by the staff had caused grave inconvenience to a customer, the last thing they would want to do would be to add insult to injury. They even took all the travel size body lotions and left only 4 of them while each was only 50 or 88 ml. People are allowed to take up to 1lt in their carry-ons. That's what it says on British Airways website! What is that? I understand they are doing their job, but is their job robbing people. This is very offensive.

After all, one of her suitcases arrived one day later after it was emptied! Even they stole her ID which we are very worried about. They stole $500 worth of gifts from the suitcase on the top of breaking both of the suitcases. I can not believe how this can happen.

We are all upset with British Airways handling of this situation, and think that some recompense should be made for the gross inconvenience that she underwent and the insulting way in which she was treated. We also request that this series of errors be further investigated to prevent such unnecessary situations from arising in the future. If we are not satisfied with your response to this matter, we fully intend to file a formal complaint with the relevant regulatory authorities.

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aaron glen dsouza
, AE
Dec 28, 2010 11:09 am EST

i am sad bcaz u have good muscles. but it is all ruined bcaz of the bedbugs.

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10:05 pm EST
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British Airways frequent flier

I recently tried to use frequent flyer miles from British Airways to purchase tickets from Phoenix, Az to Europe. After searching for my dates I attempted to book only to find their would bee $312.00 per ticket in fees to use my "free" frequent flier miles. Needless to say I was shocked and will no longer do business with British Airways andwould encourage anyone else to think twice before doing business with a company that woud resort to such unscrupulous tactics .

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Susan955932
, CA
Feb 24, 2010 3:52 pm EST

you are being charged for taxes and service fee to use your points. all airlines are doing the same-

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10:01 am EST
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British Airways denied the right to fly even after having valid documentation

I had booked my flight to India and back with British Airways. My family which includes my wife and my 2.3 year old son left from Lubbock via Dallas and London to Bangalore. At the London Airport the BA staff observed that my son had an endorsement on his passport equivalent to a Permanent Resident card (as he was yet to receive his PR card) and allowed us to travel to Bangalore.
On our return trip, which was scheduled for the 7th September 2009, I was to fly with my son from Cochin via Mumbai and London to Dallas and subsequently to Lubbock. I reached Mumbai with my 2.3 year old son and had to move through airports and finally came by to the International airport at Mumbai and was made to check in at the BA counter.
They verified my passport and PR card and then verified my son’s passport and saw the endorsement and stated that we could not board the flight as the endorsement could not be accepted. When I stated that it was with the same endorsement that I travelled to India with, they had no answers.
This is when my ordeal began. The staff at the BA by the name of Kiran(Name changed) just refused to say anything else. He refused to understand that I was with a 2.3 year old son and absolutely no empathy for the place and situation I was in. Further he did not give me an option on what to do next. It seemed that I was taking a transport bus to a remote village to India because Mr.Kiran was not bothered whether I take the flight or not in the future. He did not mention what happens to my ticket. Did not give me an option.
I was in a city where I did not know whom to contact. On the same day that is September 9th 2009, I took another flight back to Cochin as I knew there was no point in staying back in Mumbai.
On returning back to Cochin, I took a flight with another airline and came to the US on September 11th. 2009. The ignorance exhibited by the British Airways

• Would have costed me my job as I was to join back work on June 11th 2009.
• Both my son and myself was put through mental torture with no one to help at the Mumbai airport and it seemed that everyone was asking me for money for helping us at the airport.
• It costed me dear as I had to take another flight back to Cochin and later to the US.

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6:28 pm EST
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British Airways poor customer service - lost baggage

4 weeks after transiting through Heathrow, we still have not recovered one of the 3 items BA lost. One piece of luggage did arrive intact, our stroller arrived BROKEN and the third piece of luggage never arrived. Now as a frequent flyer there is nothing unusual about lost luggage - it happens! but our experience dealing with BA is what has frustrated us. After receiving a tracking number and telephone contacts we have called and left at least 10 messages, been redirected to various numbers many of them disconnected, received automated responses to web enquires or been dismissed by anyone in BA customer service who keep telling us it is not their concern and redirecting us to the same disconnected or unanswered numbers. BA couldn't care! good luck if you choose to fly BA - hope your luggage arrives safely.

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mss_understood
BBY, CA
Mar 13, 2010 1:50 pm EST

We have had a similar situation and no one is returning our claim. We left for Italy with three childen in December. BA lost (yet to be recovered) 3 of our 6 bags and our stroller arrived proken the day before we left home from our three week vacation. We had christmas gifts for our relatives and children (aged 2, 4 and 6). It is now March and we have not received one cent in compensation and no acknowledgement with the exception of an automated reply when we posted our claim on-line. In addition, visa is willing to give us a tiny fraction ($100o) but they need written confirmation from BA that the bags are lost. We can't even get this--so not only are they not compensating us we can't even get token compensation from Visa who is willing to give us something for our troubles merely for having purchased the ticket with Visa.
Our trip was pretty much ruined (one that we saved up for about 5 years to do) and we haven't even received an apology let alone compensation.
Very dissapointed, unprofessional and inhumane, quite honestly.

AirlineCustomerCareManager
AirlineCustomerCareManager
New York, US
Feb 11, 2010 9:53 pm EST

Lost luggage happens on every airline, not just BA. And why do you leave 10 messages? They probably got the first one and the reason they didn't call you back is because they have no news. If the bag shows up they will send it to you. End of story. Do you believe they only look for the missing bag when you call them? No, that's not how it works... Maybe someone stole the bag, maybe it's stuck in the bottom of a pile at Heathrow and nobody will find it until somebody cleans out the storage... Just move on with your life. File a claim so that you can get compensation and then, with any luck, the bag will show up one of these days. Just stop calling - it doesn't do any good anyway...

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8:40 am EST
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British Airways poor service

We recently booked a trip to New York using Britsh airways to fly from glasgow to Heathrow then from Heathrow to JFK.

Our first flight from Glasgow was delayed as there was "Bad weather" in London.. We were suppose to fly at 10.35hrs but ended up leaving Glasgow at 14.50hrs. In view of this, we were re-routed onto a different connecting flight to JFK.

When we reached Heathrow, there was a light snow fall..Living in Glasgow..I'd experienced far worse withour any disruption to travel! We were dismayed to learn that as all flights had been grounded, we had nowhere to off load and were left sitting by the runway on the plane for over an hour. When we finally off loaded, our new connecting flight had left without us - 10 mins earlier! We were re-routed for a third time but this meant that instead of reaching New York at our first scheduled time of 1600hrs (New York time), we wouldn't be reaching our destination until around midnight. We had spend approximately 10hrs sitting around in airport lounges. I actually had to go to the customer service desk to ask for food discount vouchers as they weren't even offered!
The flight was ok..but we had to be down graded due to the number of customers who were now on our flight - and 1st class takes presidence over everyone don't they!

On the return leg..we voiced our upset at being down graded but were informed there were no available seats...being frequent air miles collectors, we'd upgraded to business.
Again we were delayed leaving. Once we reached Heathrow terminal 5 - we waited forever just to have our flight announced at the gate - it finally flashed up 20mins after the scheduled time. A throng of people who were all in the same boat all rushed to the gate where you could hardly find a seat!

Once on the plane - shock horror - another delay. Another hour sitting on the plane due to a mechanical failure!

At the back of the plane behind us, were BA staff heading to Glasgow for whatever reason. Serving breakfast, when they reached us, we were informed they had run out and only had vegitarian options left.

It was a disgusting mess of beans, mushrooms and a cream filled egg roll...Yeuk!
But to my further horror...Out come the full breakfast variety for their non - rev colleagues sitting behind us!

When we complained we were informed that they'd managed to "find" some more!

I have never been so glad to get off a BA flight and be home. All in all.. my experience has led me to believe that BA is a very tired and depleated service that needs a major overhaul to compete with the likes of Emirates (Who I couldn't fault) and Virgin (who are far superior)
I think the staff are totally over paid and you are charged for a service that simply does not exist.
BA is reliant on it's name for superior service - but sadly that is a thing of the past. BA is no better than a no frills airline. At least with them you know what to expect and are not charged an arm and a leg to get to where you want to be! When you fly with BA you expect a certain standard...I'm sorry...but it just is not provided any more!

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SF67guy
, US
Jan 20, 2010 6:14 pm EST

And next time, if the plane has a mechanical issue, demand that they fly it anyway. They can fix it some other time. It should be good enough for just one more trip before it falls apart in the air. You can always charter a private jet for $15, 000 US per hour to transport your royal self.

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SF67guy
, US
Jan 20, 2010 6:11 pm EST

You should have checked to weather in advance. If you had known it was questionable, you could have rescheduled your trip. I mean, it's not like they made you hike to your destination. All you had to do was sit on your fat behind. And pack a lunch next time if you have such peculiar dietary requirements.

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4:17 pm EST
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British Airways negligence by british airways

My name is Sukhdeep Narang.I have a complaint against your airlines.I boarded on british airways flight BA 10 from Bangkok to London on 26 november 2009. But when I reached Heathrow airport at London I was told that my visa has not started yet and it was starting on 11 december 2009 and I have to go back and come back again after my visa starts.I was so shocked on hearing this.My passport and my visa were properly checked at the airport by the british airways staff.And my ticket was also issued after my visa being properly checked by the airlines.I never knew that there is a starting date for the visa because I thought that the visa starts from the date we get it stamped on our passporT.I told them that I never knew that there is starting date for visa and they told me how airlines issued you the ticket for a date when your visa has not started yet.I was so disappointed on such a negligence of your airlines.I had to bare so much of insult because of all this.If this had been checked by the british airways staff even at the Bangkok airport I would have been saved from such insult.Whole day I had to stay in a locked room without any permission to go out and then at night I was send back to Bangkok on flight BA 009.I never felt so humiliated before.I had to suffer so much.I am really very disappointed at such a mistake made by such a reputed airlines.Me and my parents had to bare so much of mental suffering because of all this.Also I had to buy a new ticket all over again to come back to London.I really want you to compensate me because of all this.Kindly reply me as soon as possible or otherwise I will give my complaint to the press

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Dec 25, 2009 4:22 pm EST

Bad Service

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isplumm
Kendal, GB
Jan 15, 2010 7:50 am EST

but this is your visa, ... up to you to make sure it is valid for when you arrive in the UK, not the airline...

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4:42 pm EST
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British Airways bad comunication, dodgy charges

I am extremely disappointed with the service I received from British Airways Cargo at the Manchester Airport.
On 28th of October 2009, I phoned British Airways Cargo at the Manchester Airport in order to seek information and costs for shipping a bag from Amman, Jordan to Manchester, UK. A woman answered the phone and replied that she could not give any information or costs and that I should contact BACargo in Jordan. She told me that only they would be able to answer my request. Therefore, I gently expressed my gratitude to her and immediately contacted British Airways Cargo in Jordan.
They were really helpful and provided me the information and costs for shipping my bag.
After consulting few other air companies I found British Airways had the better price and on the next day, 29th of October 2009, I shipped my bag through British Airways Cargo in Jordan. I paid the full price they asked from me and I asked if that was all. The answer I got was that I did not have to pay anything else. I have the invoice I received from British Airways Cargo in Jordan and I it does not mention any other fees our services I should pay later. Trusting everything was clear I waited for my bag to come.
After few days, I received a call from Mr. Dean S Wootton from British Airways Cargo in Manchester saying that my bag had arrived and that I could collect it after paying him £70. That was an awful surprise. I argued that I had already paid to British Airways Cargo in Jordan. However, he told me that now I had more fees to pay to British Airways Cargo in Manchester. With no regards to my reasons, he only told me that I should pay if I wanted to see my bag again. The only option he gave me was that I could get £30 reduction if I cleared my bag from Customs myself. With great difficult, I was able to clear the bag myself. Nevertheless, I was still charged £40 to get my bag from British Airways Cargo Manchester. The invoice I was given by British Airways Cargo in Manchester states that they charged me a handling fee of £30 and a Clearance fee of £10. Why a clearance fee if I did all the work myself?
I would have paid all those fees with no regret if I were informed about them before. I feel British Airways Cargo, both in Jordan and Manchester, deceived me. They should have informed me for all the charges for sending the bag when I first requested it. I think British Airways Cargo in Manchester should not have answered me that only British Airways Cargo in Jordan would be able to give all the charges I had to pay if they knew I would have to pay fees for them also.
Sometimes, it seems, as it was two different companies with no communication between them. Which I believe it is not the case. British Airways Cargo is a great company and I believe has a good internal communication and a uniform system, or not?
Therefore, I am seeking for a compensation for these extra fees that was not informed and charged in a wile way. I feel British Airways has not acted with clarity. I would have used another company if all the charges were showed to me before I shipped my bag.
I also would like to see British Airways Cargo in Manchester working properly. Answering its customers with clear and exact answers. Not only seeking profit but also concerned with the whole Company image.
Here is all the information you may need:
Air Waybill – 125- [protected]
Sender`s name: Washington Guimaraes
Consignee`s name: Sandro Luiz Gomes de Oliveira
Dispached on the 29 of October 2009.
Freighet Prepaid – total: £130, 00

I trust I will find fairness and honesty from your hand.

Yours truly,

Sandro Luiz Gomes de Oliveira
Email: [protected]@ig.com.br
Phone : [protected]
Mobile : [protected]
Manchester, UK

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British Airways lost baggage

My brother and I travelled back from Canada to Dubai through Air Canada connection Bristish Airways dated 29th of September, 2009. We had three luggages but none were handed to us. We have reported the irregularity but since then we have not received any updates from them tracking down our LOST Luggages.

At Dubai Airport, they failed to indicate that those luggages belong to two parties, Walid Chafic Mrad and Ghassan Mrad. If you will check the flight where it originated (Ottawa, Canada) you will find the luggages that were lost belong to two parties.

We are hoping to get this matter settled the soonest possible time.

Contact details:

Walid Chafic Mrad
Phone: +[protected]
Fax: +[protected]
Email: [protected]@hotmail.com

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David Ebbs
,
Sep 06, 2007 12:00 am EDT

In early August 2007 myself, my partner and her two children we flew on British Airways from Heathrow to Menorca. One of our bags did not arrive on the outward trip and none returned to the UK once our holiday was over. BA Lost Baggage will not answer phones and there are no ways to leave messages. We leave emails on the BA website and have to this day not heard anything from BA oyjer than an automated 'do not reply to this message' acknowledgment. At the airport the BA employees were of fundamentally useless and only gave us a 'Lost Baggage' Report Number. BA cannot tell us anything about where the bags may be, if we may ever see them again and if we can claim against them for the loss. I cannot claim for the loss of my stuff from my own insurance as there is no record that my bags are actually missing! There are no phone numbers to call, no address to write to, no complaints system or website to view. BA is hiding away in a cloak of their own ineptitude.

Beware!

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alison basaj
,
May 10, 2008 10:45 am EDT

I BOARDED A BA FLIGHT IN TUNISIA AT 5.30 9.5.08 AND CHECKED MY LUGGAGE IN WITH MY SON AND HIS LUGGAGE WE CAUGHT A FOLLOW-ON FLIGHT EVENTUALLY BECAUSE IT WAS DELAYED FROM GATWICK TO MANCHESTER. ON ARRIVAL AT MANCHESTER WE WERE TOLD ALONG WITH OTHERS OUR LUGGAGE HAD NOT BEEN LOADED. WE BOTH FILLED IN FORMS AND THEN DROVE HOME ASSURED THIS WOULD REACH US WITHIN 24 HOURS. IT IS NOW 6.40 ON 10.5.08 AND MY SUITCASE HAS BEEN DELIVERED TO MY SON'S HOUSE IN MANCHESTER AND HIS IS STILL HOPEFULLY IN TRANSIT. UNFORTUNATELY THE bAGGAGE eXPRESS DELIVERY PERSON DID NOT HAND THE LUGGAGE OVER TO MY SON AND THIS MEANS HE DID NOT ASK FOR ANY IDENTIFICATION. i HAVE BEEN TRYING TO GET HOLD OF BAGGAGE EXPRESS WITH NO SUCCESS AND HAVE NOW SPOKEN TO SEVERAL BA STAFF WHO CLEARLY HAVE NO MORE KNOWLEDGE OF HOW TO RESOLVE THIS THAN I DO. I AM GOING TO VOICE MY OPINIONS TO THE MEDIA AND POSSIBLY TAKE LEGAL ACTION IN ORDER TO MAKE OTHERS AWARE OF THIS FURTHER INCOMPETENCE UNDER THE NAME OF BRITISH AIRWAYS. ALISON BASAJ [protected]

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British Airways customer relations

British Airways charged me a fee for rebooking flights. The flights were connecting in Heathrow, but due to BA's lack of providing the right connection time, I missed my plane and so they charged me 90£ for booking a new flight.

After talking to a costumer relations-representative, at first I thought well, I'm getting a refund. Then suddenly he started refusing "liability" and kept apologizing. Dead end.

Do not fly with this company, they're rude, incompetent and the level of service provided at any given time is flat out pathetic. Be warned.

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jeff87
, CA
Nov 06, 2009 2:50 am EST

it is worst man
i paid 247 dollar just to change a ticket and i hate the customer service
all agent gives different answer
i will nevr travel with same company

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British Airways refunds

Bought two full-fare First Class Tickets on British Airways on 8/13/09, charged to my AMEX Card.

Cancelled the trip about four weeks later (9/9/09), returned the tickets to British Airways.

British Airways claimed they refunded the tickets on 9/28/09, sent a copy of the "electronic ticket record" indicating the tickets had been refunded (no amount though), and repeatedly told my travel agent and I the tickets were fully-refunded. Nothing has appeared on my AMEX account since (it's now 10/9/09).

British Airways refuses to respond to FAX'es, telephone calls (you cannot call their "refund department"), and refuses to supply a copy of what they submitted to AMEX to process the refund/credit.

It's obvious they never submitted anything to AMEX. This is nothing more than intentional misrepresentation and fraud.

Their "customer service" is non-existent and their arrogance is intolerable. Being cordial gets you nowhere with these schmucks and being nasty gets you equally nowhere.

We filed complaints against BA with our State's Attorney General, the Department of Transportation, and the Airline Reporting Corporation (who processes their tickets/payments in the US). Next stop is Small Claims Court - for the contract damages of $1, 844, plus tort damages of $25, 000 for their fraud, misrepresentation, conversion, and deceit.

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Pamela Kelly
, GB
Jan 05, 2016 7:29 am EST

On 07/12/15 I flew Edinburgh to London Heathrow at 1740 hours. On 06/12/15 at about 1700 hours I booked a bag into the hold on the BA website. I was informed that the cost was £20 . When I tried to pay on line I was told I had to pay at Heathrow. At Heathrow, I was told the charge was £65. I had no choice but to pay. I would like a refund.

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rushing_mom
, IE
Feb 18, 2010 8:28 am EST

Having the same problem here. Purchased flights, only to receive an email the next day that one of the connecting flights had been cancelled, and I would now have a 6 hour layover. Rang BA, who agreed it was their fault and that they would refund the tickets immediately. A week later the money still had not been returned to my Visa. I then rang up to complain, and received an apology and assurance it would be put on my Visa on the same day. Yet another week has passed, and surprise, surprise, no refund. When I rang today, I was given a long distance number for the refund department. This is just insane from such a large airline - I will not fly with them again.

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heckwithBA
, IN
Feb 05, 2010 7:28 am EST

I am sick and tired of hearing, reading stupid BA rude attitudes or careless attitudes... the airline should be punished big-time from all over the world for holding customers money and troubling and harassing the customers .. the airline should be punished for its rude and careless service to the customers ..too many complaints I am hearing.. big time they are rude. I have decided in future forget about BA… I swear.

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isplumm
Kendal, GB
Jan 15, 2010 7:53 am EST

@AnnaLise ... OP is entitled to full refund as he bought a fully refundable ticket ... but what I don't understand is why he just didn't get AMEX to do a charge back ..?

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AnnaLise
Collegeville, US
Oct 09, 2009 2:26 pm EDT

Do you really think that a court is going to award you $25, 000 in punitive damages because your refund got mixed up?

And as for contract damages--you're the one who breached the contract. British Airways only had an obligation to fly you--they had no legal obligation to refund your tickets when you changed your mind.

In a US court, British Airways would be within their rights to refuse to give you a refund in the first place.

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British Airways british airway sucks

British Airways sucks big time on the refund or change policy. We had books tickets from Dallas to Delhi. Recently we discovered my husband had brain tumor. He is in the hospital for nearly 9 days by the time our travel he will not be recovered. I emailed and called british airways on my options. They responded really rude. Would not issue any refund, the change fee is $270 per ticket and the ticket is only valid for year from the purchase to which we had planned this tip almost 7 months ago now we have to pay $270 per ticket to change or no refund. We may not be able to travel within 5 months because of my husband. I asked for manager, and the rep responded really rude either you cancel or pay change fee no other options. I would not recommend British Airways to anyone. Crazy! BTW they didn't even offer any insurance policy when I purchased the tickets.

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Vaycaygirl
Chesterbrook, US
Oct 07, 2009 4:55 pm EDT

Perhaps you need to learn more about how this works.

The reason for getting a non-refundable ticket for most of us is because they are less expensive than the tickets that come with the option to cancel or change. How is it fair to all the people that paid extra for a refundable/changeable ticket if you can change or cancel your ticket with no penalties? When you never paid for the right to begin with? It isn't fair, that is why the airline will and should charge you extra.

Also, travel protection is always a good idea, you would most likely have gotten all of your money back if you purchased travel protection/insurance.

Please don't badmouth the airline rep's for doing what they are paid to, however nice they could be wouldn't change the fact that you were not eligible for a refund in the first place. I am sorry to hear about your husband and hope he is on the mend.

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British Airways cheated to me job offer

sir as im jameelsaman i m from india frist they r send the job offer from britishairways for flight exicutive ref no.008/013L/UKPF/T4-TL after that send the uk visa application forn they ask the passport copy, address agrement of british airwys after send the the account no, and holder name (ACCOUNT NAME : HONREI SHANGLAI

ACCOUNT NUMBER: [protected]

PAN NUMBER: AJEP6003E

BANK NAME: STATE BANK OF INDIA

AMOUNT : RS 69, 300
pls invisticate the cheeting for indians plz give the response for my hurtim mentally abset this cheeting plz do somehing to me becasu im left my job (take risk to arrange for all things money certificate this is one country problem plz takecare just i m attach they send the passport copy head officer mr james and his offer letter

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ghulam muhammad
, PK
May 13, 2010 9:33 pm EDT
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these idiots are making fraud with innocents
they have offer me job as an associate engg with same reference008/013L/UKPF/T4-TL

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divya.v.m
, IN
Dec 05, 2009 3:10 am EST

i also had same experience.

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2:09 pm EDT
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British Airways poor plane conditions

Dear Sr.
RE:
Name of the passengers: Carmelo Perez Rull
Marian Fabrega
Name of the Company: British Air ways
Fliht: BA 677
From Istanbul to London
Date: 31.05.2009
Seats: 35-E and 35D.

I just want to express my sincere disappointment with British Airways regarding the following points:

1. Health and safety: When we just sat down, we found dirty knickers of an adult lady below our seat (35D)
2. Enterntainment: The tv headphones of a couple of rows where we were seating did not work. Therefore we didn't see the film making our journey a little boring
3. Environment condidtion: the air conditioning didn't work properly. As a result my wife felt dizzy because of the lack of ventilation
4. Deterioration of the plane: the armrest of the seating in front of mine kept falling on my feet because it was loose

Since I have been very loyal to your services for a long time. I think I deserve an explanation.

Yours Sincerely,
Carmelo Perez Rull
E-mail: [protected]@hotmail.com

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Update by Carmelo Perez Rull
Jun 02, 2009 2:13 pm EDT

It is a shame that things like that still happen on the 21st century.

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borislav bidzhekov
, BG
Jun 16, 2009 1:10 pm EDT

i fly with bitish airways before 4 days and lost my phone nokia n93 on a board pleashe help me i fly from sofia (bulgaria) to london

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11:43 am EDT
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British Airways customer service and fraud

After being charged a change fee to move a British Airways flight, I have not been told by BA that my ticket has been canceled because it fell outside of the validity period of the ticket. Remember that this is after they charged me to change my flight to outside of the validity period of my ticket. In my book this is fraud as British Airways charged me for something that they did not honour.

In terms of customer service. I was told on two occasions by customer service agents that my ticket was confirmed only to be told on the third confirmation that my ticket was now canceled, one week before flying. After being transfered to a senior agent he promplty hung up on me after apologising for the mistake they had made and telling me that there was nothing they were going to do to help me out.

Does anyone know how I can escalate my complaint to a senior level in BA? it seems phoning them does not seem to work.

I have had nothing but bad experiences in the 4 international flights i have taken with BA, I would not fly with them if they didn't offer the most direct route for my flight home.

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8:20 am EDT
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British Airways customer service sucks.

My one and only experience with them sucked. I went on a trip to Dusseldorf in February with 4 friends, one of whom was a BA employee, and a friend of a friend. It was he that booked this 3 day trip. On the third day my four friends left for the airport before me having not given me any flight details. I followed on the next train and discovered I had missed my flight by 15 minutes. I was then told I had to pay a further 250 euros to get home! Ok fine, I understand the policy about last minute bookings but had the BA employee I was travelling with bothered to give me my return flight details I would not have missed my flight. I was already stressed and amazed that 4 "friends" would abandon me in a foreign country. What if didn't have a card on me, how would I have got home? Would they have cared?
On my return I contacted customer relations, who were quite understanding and forwarded my claim to BA Refunds. BA refunds however, just completely ignored me. Eventually I got a reply which said the flight was not refundable because I hadn't missed it! My point was that I shouldn't have had to pay for it the first place, to which they said it was not their problem. I then relayed this back to Customer Relations, who I have been told, do have the authority to pay a "goodwil gesture" but after two weeks now, I have still had no reply.
The long and the short of it is this:
1. The BA emplyee I was with should not have left me in a foreign country to find my way home.
2. BA are taking the mickey charging me 250 euros for a single flight back to Heathrow, a completely unecessary charge in my eyes.
3. Customer relations and the refunds department are not worth the time of day. They absolutely have no time for us, the customers. You are left with the feeling they hope after time you will just go away.
Well I won't! Hence I will post this tale on every forum I can find.
My case reference iwith customer relations is 7270723
Chris Smedley

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AMSmedley
Liverpool, GB
Jul 15, 2011 8:29 pm EDT

I kinda agree with Ian - it wasn't the airline's fault that you missed the flight, and although your 4 friends could have told you the details, I'm wondering a) why you didn't ask them because, after all that's teh common sense thing to do, and b) why they would leave for the airport before you - did you upset them?!
I guess this is one of those lessons in life - take responsibility for things like this in future.

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ian
, HK
Apr 01, 2009 10:26 am EDT

i hate airlines that mess people around
however your description suggests that you are totally at fault...if you miss the flight you should be on then you need to go on another one and pay for it - common sense
it was your responsibility and nobody else's to ensure you knew which flight you had been booked on

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British Airways poor &service& bad attitude

British Airways have stopped anyone booking a seat at time of reservation unless you have a full fare ticket, whatever class of cabin you are in. Their attitude is one of superiority and whilst some of the cabin crew can be exceptionally pleasant others are rude and unhelpful. The aircraft generally need a complete overhaul and the food leaves much to be desired. The charges are expensive for the type of service they offer - sometimes like budget airlines. The chief executive is probably the worst since the early 1970's before King and Marshall made it an airline worth using. I don't think it can get much worse. Its time for a new chief executive who knows what he is doing and treats customers with some degree of courtesy. Don't ever write and expect a reply, they are unable to write letters and believe a phone call made by staff reading from a script is better!

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British Airways rubbish service

I have to say that I have never been as disappointed in an airline as I am right now with British Airways (the British part being an insult to the brits i have to say)
An airline that does you the favor, considers itself to be so profitable that it ignores customer contact in reference to fully paid upgrades and doesnt bother to phone you back, why? because they are clearly too good for the likes of their customers, which I am more than sure they are losing by the second.
I spent 4 weeks on the phone to BA trying to request an upgrade for my return journey, i was be-littled on the phone and patronised and treated like a nuisance caller and after 4 weeks of continuous phone calls re this very expensive upgrade, they never bothered to call me back.
I am disgusted with BA and will never buy a ticket from them again. Heres to many flights in the future with Singapore airlines, more expensive but worth every penny!

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Zafrullah Hamzah
, US
Nov 22, 2016 1:29 pm EST

Worst first class service I have had was with BA . Cabin crew very poor and incompetent. Their lounge in Heathrow was a joke. First class? They must be having a laugh. I was so stupid to have paid so much for such an inferior service. I've had much better service with KLM economy and Ryanair.

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Simon Gibbons
, US
Nov 27, 2015 10:06 am EST

There was a time where getting onto a BA flight going back to Blighty felt like you were actually back in the UK the moment you put your foot on the plane. That ship has sailed. I`d heard rumours about what they`ve done to the crew over years, easing the older staff out, and now employing talentless newbies on far inferior contracts. Well, you reap what you sew. I`ve never known worse service on a flight. Our cabin crew guy did a runner after taking so much flack. The right side of the aircraft sat without drinks or meals for an hour and a half, before some staff came back from the club section. That was special. " Can my family and I have a meal?" Groan. "Can I have a drink?"...`You`ll have to go to the back of the plane and get it yourself`.
AND NOW, just when you think it can`t get less impressive...UK Customer Services. They must have gone to the same training as Chris our flight attendant, as they too, appear to have vanished without a trace, or giving a toss. Soooo proud to be British.

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john liddell
Worthing, GB
Aug 08, 2013 9:14 pm EDT

I flew longhaul last week on BA from UK to Singapore, i asked my company to book another airline as every time I have traveled BA has been a disaster, , , , they still booked me on BA, , , must have got a cheap deal ...the flight was aweful, the cabin stank, it was filthy and the food was an abomination, , staff were all OAPs they were cheerful enough but all just going through the motions, oh and the flight entertainment system was not working either on a 12 hour flight ...shameful, , ..., normally i fly emirates, Etihad or Lufthansa for a proper service

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Sadreally
, GB
Mar 20, 2013 1:00 pm EDT

The arrogance displayed can be breathtaking. What is interesting is that they used to be great but they aren't any more. It's as though they blame the customer for this judging by the way some people get treated. I know from first hand experience that it can be the staff who are rude when they are paid not to be. They also seem to think that they are still great. That is what is worrying. Its as though they blame the customer for the negative feedback they get instead of having a good look at what they may be doing wrong too. Smacks of narcissism, sadly. They seem to think that the paying public deserve to be treated poorly. Yes some travellers are rude but they are trained and paid to deal with that. Or should be.

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joshur
Simi Valley, US
Oct 20, 2010 11:36 pm EDT
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Yes, had a similar experience with them. Never again. They are an ode to the saying " you get what you pay for, and sometimes less!"

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5:25 pm EST
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British Airways meal

I would like to make a complaint regarding my trip with your Airline carrier.

On the flight back from Jamaica after eating the dinner (this was around 21hrs), i started having stomach pains and vomitting. I told the stewardess i wasn't feeling well so she gave me some ginger ale saying it would help to settle my stomach. I had ordered a special meal which i was told they had run out of it so i was given a salmon & pasta meal which seems to have been heated and reheated. I only ate some of it because I was hungry. I had checked in at 15:30 for a flight departure time of 19:20. After the meal i was itching likewise another young boy on the flight for whom the doctor was called. i have had diahorrhea and projecile vomittin for 3 days (saturday night, sunday and monday) which has left me feeling ill ever since.

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loulondon
, IN
Apr 10, 2011 6:16 pm EDT
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I was sick on a First class flight bangkok to london heathrow BA co share (qantas) ...I also only ate the meal as I was hungry. It tasted very suspect so I had about 4 spoons...balancing hunger with disgust! About 30 minutes later some rumbles in my tummy and I was sick.. The stewardess was oriental cold fish and I knew just be looking at her that it wasnt worth complaining. Anyhow will not travel that airline again...but unfortunately BA is not a whole load better. In the old days it meant something to travel a higher class- service.food.everything about it- nowadays its assumed you do it because you need the flat bed (true) and they abuse you in every other regard.

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British Airways refusal to change ticket to return for medical treatment

British Air CRS and Supervisors patently refuse to change my ticket to return to the US. They require that I be hospitalized in Ecuador BEFORE they will change the ticket. For obvious reasons, I prefer to return to th is e US for treatment. I have no problem paying a change fee, but they insist I buy a $1000 one way return instead.

This is not my first BAD experience with BA, but this one takes the cake.

Letter 1
December 11, 2008

Dear Sir and Madam:

I am writing to seek your assistance in a critical situation. I have tried to resolve this through Customer Relations, Executive Club, and on-line, to no avail. I have spent hours on the phone trying to change my ticket, been denied access to a Supervisor, and generally given the run-around. I booked a ticket to Ecuador on 9/8/2008, for travel 10/20/2008-1/25/2009. Unfortunately, I have become ill here in Ecuador. I am diagnosed with end stage renal failure, further complicated by the fact that my thyroid medication, Cytomel, is unavailable in Ecuador. I arrived with a 90 day supply, but the bottle was damaged in-flight and a large number of pills were destroyed by a leaking container of lotion. I tried to have the medication-t sent from the US, but the prescription was held in customs, and has never arrived. I have gone almost two weeks without this medication, and am in danger of needing hospitalization, which will be useless, as I have been told by 3 hospitals in Quito and 2 in Cuenca, as well as Dr. Martinez, that this medication is not available in Ecuador. Without that medication, I will not be able to survive, because my thyroid was removed due to cancer, I must have the supplement or I will go into thyroidtoxicosis and shock. I am under the care of Dr. Pedro Martinez here in Cuenca, Ecuador, and he has consulted with my doctor in the US. They all agree that I should return to the states BEFORE I require hospitalization, as my insurance does not apply here, and I am sure you can appreciate how unsetting it is to be ill in a foreign country where one has only a basic knowledge of the language.

Herein lies the problem. Executive Club will not change the ticket and refuses to accept a letter from Dr. Martinez, only a letter on hospital stationary.20They state that because my ticket was purchased with award miles, it CANNOT be changed, under any circumstance. Further, I have read my booking contract, and there is no clause that states that my mileage award ticket may NOT be changed. I am attaching the entire booking document to this email. In fact, there is a clause in the booking contract which states: “Where applicable, if you wish to change the date or time of your flight, or cancel your booking, the cost of doing so will generally be lower on ba.com (this feature is unavailable BA.com)…service charges are subject to change. I am perfectly willing to pay a reasonable fee to change my ticket, but cannot afford to purchase a new ticket.

Because of the severity of my illness, time is of the essence. I can provide a letter from Dr. Martinez documenting the severity of the situation, and lab tests to substantiate the critical nature of my condition, but I must return to the USA for the medication and surgery to initiate dialysis. This is not a procedure that I want to undertake in a foreign country, alone, and without complete comprehension of the language.

I urge you to review this booking contract, and your website, to substantiate that nowhere is it stated that a ticket purchased with award miles CANNOT be changed, fee or no fee. I also request that I be allowed to return to the United States for critical medical treatment before it is too late, and I am incapacitated in a foreign country.

Should you agree that the compassionate thing to do is to allow me to return to the US, I am more than willing to pay a change fee. Thank you for your kind consideration of my dilemma.I urgently await your kind reply. You may contact me at (a US number that forwards to my computer).

Letter 2

Sir and Madam:

As a followup to my previous email regarding the necessity to change my ticket for immediate return to the US for hospitalization, I have asked my lawyer to review the ticket, which is a binding contract, and the Terms and Conditions on your website as pertains to Executive Club members.

First, the ticket, which is a binding contract, states:

"Where applicable, if you wish ti change the date or time of your flight..."

Nowhere on this contract does it reference the Terms and Conditions of the Executive Club membership, therefore the ticket may be changed.

In addition, while the Terms and Conditions of the Executive Club membership, section 14.1, which ambiguously states that the ticket may not be changed after travel has begun, it is not binding in the US unless personally served on the member. I have been a member since 1997, and have never been notified of ANY changes to the Terms and Conditions of the Executive Club, by mail, email or even advised by one of your booking agents.

In summary, if you refuse to change my ticket, based on my immediate need to be treated in the US for end stage renal failure, my lawyer has advised me that we will hold British Air personally responsible for any and all adverse actions that may result from your decision. In addition, if I have not received notice that my ticket will be changed by COB, 5 p.m.December 12, EST, I will be forced to air my case on UTUBE,

Sincerely

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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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