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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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K
10:56 am EDT

British Airways delayed/ lost baggage

Dear Customer Service,
I was recently (2nd of August) traveling from London Heathrow to Miami for my holiday, and I must say that until now this is the worst experience ever and it is taking away all my joy from my holiday.
Starting from the beginning, I arrived to the Heathrow airport at 5 am to do my check in and leave my baggage. I informed lady that there is a small literal problem with my last name which appeared on my boarding pass while I was doing my online check in, which I admit this mistake was made by me while booking a tickets. Lady told me that I should go to BA customer service who will change it for me and said I need to take my luggage with me because it will be sent from there. I was queuing for my turn in customer service for around 40 min, just hear from gentleman that the changes were not needed and I can easily travel like that. So I wasted 40 min waiting for nothing. I left my bag with him trusting that it will be sent to my final destination. Clearly I was wrong.
In Philadelphia I realized that that my luggage was not there, I could not find anyone competent to tell me what to do, why is not there, where to go and how to sort it out. All they said was “if it’s not here go to your final destination and make claim”. Obviously all my flight from Philadelphia to Miami I was stressing if my luggage miraculously appear in Miami. It did not.
I went to Baggage claim to report that my baggage is delayed/ lost. Woman took my address and information how my bag looks like keep repeating how sorry she was to hear that. Yes, I was sorry as well that my bag went missing because now I am on holiday without my clothes, medicals, shoes or even swim wear. She said that someone will call me within 24h to inform me if they locate my bag.
Again, nobody ever called me even after 4 days ! Tracking website was keep telling me that my bag has not be located.
I called American Airways Customer Service 4 times already!
First time woman who picked up the phone could not find any information where my bag was, I gave her a statement what happened at London Airport assuming that guy from BA customer service did not send my bag at all ( last time my bag was scanned was in London). Lady sent a message to BA including my story to get any news from their site if they found it or not.
Next day again I did not receive any call or update in my matter so I called American Airways once again. And for the first time I actually have spoken with someone who could help. A Lady named Patty said they received a message from BA saying that they found my bag and they send it to Miami 3rd of August. She said that he will send another message to schedule delivery of my luggage to the place where I am currently staying.
Again, I received no call with update. So I called today again to AA Customer Service ( 5th of August) asking where is my bag and when I can received. And somehow I got information that my bag has not been located! There is clearly no information flow between people. What he told me that BA and AA is not the same company and because I claimed lost baggage at AA I need to wait to BA communicate with AA to actually send my bag. It looks like 2 companies who cooperate together are not able to speak to each other in past 3 days ! How is it even possible? So now I am on my holiday in past 4 days which I can really enjoy, I am spending money for basic clothes and underwear to be actually able to go and enjoy the sun. I still have not received my bag, they still don’t know where is it and I’m 100 % sure they are not planning to send it any time soon. No one is making any effort not saying about doing their job properly to actually find my bag and send it back to me.
To conclude, I have been waiting for 4 days without my luggage. At the same time it appears that I choose the worst airline company with the most untrained staff. The different information given upon departure shown a lack of training from BA side. I had many different stories of what to do and what needs to be done. They could not even assist me to let me know where should the bag been picked up (Philadelphia or Miami). And it was a simple question of reading the baggage ticket (stating MIA). Such a waste of time.
Then I have been dealing with the most silent guest relation call center. No one knew what to do or where to look! Your team is stating that we should be contacted after 1 day … it has been 4 and I had to call all the times. You have been wasting my time and my money! I had to deal with your incompetence. You decided to make a partnership between AA and BA… not me! I took a flight ticket with BA, and I do not know who lost my luggage but you have to deal with it internally. Now you are blaming each other that I opened a case with AA, and I should have done it with BA so that is why the call center cannot have access to the system. Nobody informed me! And as far as I can see I sure that your staff was just here to write the information on the paper stating the same story like robot, to all the guests looking for their luggages … “your luggage is with custom”. Mine was not but look like your team is train only to do the same. Smile and repeat the same story and how sorry they are. I am really sorry for them too now!
Then after 4 days, I had to call because nobody even try to give me any information or to call me back. One (Patty, which is maybe the only competent person) finally gave me an answer. But no follow up has been done from your team then. And when I called again, the gentlemen said “that they are still looking for it”. I had to re-explain the story in order for him to acknowledge that YES you found the bag! Such a great relief ! which was brief… since he was unable to find where in MIAMI was my luggage or even if my luggage really arrived! How useless is your service honestly. The customer has to do your job and explain the same story after and after … I am exhausted of you miscommunication, your unprofessionalism and your 5 stars incompetence.
To conclude, the gentlemen told me … to go to the airport to find my luggage! HOW COME IS IT POSSIBLE ! I am in holidays and you are wasting my time and my pleasure! You are going to move and ask your upper management to do something. I need my luggage to be delivered to the place where I stay asap. I need YOU to do the follow up. My expenses will have to be refund ! and I am travelling back on the 14th of August, you better do a commercial gesture.
Hopping that this letter find you well.
Kindest regards
Klaudia Wieczorek
[protected]
More information that you can find useful:
File Number: MIAAA02145074
Bagtag: BA296955

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K
12:01 pm EDT
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British Airways wheelchair and other assistance on flights in the eu

Flight reservation: Q8YWF3. Passenger name: Mohammed Ismail Hassan Scott
Date of travel: 29th May
Disability assistance required - Down's Syndrome young adult

I booked a return flight from London-Madrid after reading the information on the BA website about assisted travel. This is the section of information about adults with developmental impairments:

Seating: If you have a specific seating requirement, please contact us.
Airport escort: If you're travelling on your own, let us know if you want us to arrange an escort to guide you through your departure or arrival airport.
On board: If you prefer, cabin crew can provide individual safety briefings before the flight departs.

However, I have been unable to book the assistance required in "Manage your Booking". When I phoned Customer Services, I was told that only a wheelchair could be provided. I booked this, but have no record of the conversation.

I wold like to remind you of EU law - published on the BA website:

It is now the responsibility of the airport operators, within the EU to assist anyone with a disability during their time at the airport. This includes intellectual disability or impairment, age or any other cause of disability.
Airlines should provide the airport operator with advance information so that the appropriate service can be offered. To enable us to pass your request to them, please contact us 48 hours in advance.

I would like to have all arrangements sorted out before my nephew travels. Could you please indicate the steps I should take?
Thank you
Katharine Scott

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A
2:38 am EDT

British Airways cancel of flight from lax to jed

Dear sir,
please check my pnr 5QFTPR (TKT NUMBER [protected]) .This passanger return back from airport due to nationality problem by sudan.unfortunatly going already used but return not accepting. i issue new tkt nbr [protected] by sv on 30mar.[protected] or [protected]@alattastravel.com give me replay through mbl number or by email.pls nn your help

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Aryan Russ
Aryan Russ
, GB
Apr 17, 2017 3:48 pm EDT

The message looks as Morse code, not a complaint.

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V
4:14 am EST

British Airways frequent flyer

Dear Sir,

This is not a complaint but rather a call for assistance. I flew with British Airways in March and April last year and to date the frequent flyer points for my Malaysian airlines account has not been credited. I was given the impression that British Airways need to confirm the flights before Malaysian Airlines can update my Enrich Account.

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J
12:52 pm EST

British Airways undisclosed seat assignment fees

I confirmed a Premium Economy flight for two from San Francisco to Nice, France (reference 3UMU4K) for over $4, 000, only to discover after confirming the payment that there would be an additional fee to select seats. I find that to be extremely unfair (to charge an additional fee after already charging a large additional fee for the Premium Economy class) as well as unethical, as you do not disclose this fee until after payment is made for the ticket.
I will do my best to find another airline to fly and cancel this ticket within my 24 hour grace period.
You should be ashamed!
John Hawkins

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Aryan Russ
Aryan Russ
, GB
Apr 15, 2017 10:01 pm EDT

The are no facts, which show any emotional or material loss resulted from the British airways acts:
no PNR fligt numbers / flight dates / request confirmation by the British airways
The British airways as well as any other airline is not respionsible for passenger' wish to refuse to travel irrespective of the amount paid..
The complaint looks groundless completely at this stage.

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I
10:56 am EST

British Airways standard of meals served and service

BA 2159 & 2158
Premium Economy - Return Granada via Saint Lucia
I.E Salfarlie
Karibu
Parsomage Lane
Icklesham
Winchelsea
East Sussex
TN36 4BL
06th.Feb. 2017
On my outward journey to Grenada I requested a Veggie meal which I did NOT receive and had to go without any food on my trip. On my Q&A survey to BA I have pointed this out the error and also the standard cleanness of the plane.
On my return journey I did receive a veggie mean, only because the crew had run out of meat dishes and was providing every one that was left with veggie option. I had to use plastics cuticle as they had also run out of cutlery. The meal was of poor quality and was lacking in taste, no favour and was hard. I could not eat it and just had the side salad. Several passengers near me also could not eat this meal.
The morning tea was worse, it consisted of a quassant and a chocolate snack, which I refused, I had expected a hot meal to start the day.
I am hoping BA will take my comments on board and respond with a favourable answer.

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Aryan Russ
Aryan Russ
, GB
Apr 15, 2017 9:53 pm EDT

The wish of a passenger for meals is just a request for a service.
It is not clear that the BA has confirmed the exact meal in the PNR / reservation for the passenger.
As well there are no flight date/ fligh time / fligh numbers .
So the claims, as it is, looks groundless completely.

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T
8:19 am EST

British Airways seating

On June 21st 2016 I purchased round trip E tickets 125-[protected] and 125-[protected] onboard British airways from Charlotte NC to Frankfurt Germany. I paid for window seats for both flights, now that I am a month away from leaving I am told that the window and isle seat on the return trip have been changed to the middle of the airplane seats. British airways told me that the issue is with the partner American airline and to contact them. When I did I was told the first seat choice going over was complimentary and that if I wanted a return window isle seat it would cost another $275 for the same open seat that I paid for in June. Why should I have to pay for the same seats I already paid for . I expected this type of service from American Airlines that is why I went through the trouble to give British Airways a try. I will say that the staff of BA is very professional but a rejection is still the same no mater how you dress it up. I would like my window and isle seat, any where on the plane.

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Aryan Russ
Aryan Russ
, GB
Apr 15, 2017 9:45 pm EDT

It is not clear the full reservation, which must include flight number.
The passenger did not show that the BA confirmed exact the seat for him in the eticket / PNR / reservation.
So the claims, as it is, looks groundless.

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1:43 pm EST
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British Airways wheelchair service in london heathrow airport

I purchased my tickets from American Airlines for my mom which is 83 and I.
My journey started in Bucharest Romania going to London on BA flight 885-from London to Chicago on AA flight 47-and from Chicago to Sioux City on AA flight 3322 on Tuesday January 10th, 2017.
I am making this trip myself twice a year and my mother is making the trip once a year.
In the last 3 years I requested wheelchair for my mother which due to her age and heart illness cannot walk very long distance in a hurry. I never got a wheelchair in London to take me to Terminal 3 to my AA connection; I got different excuses and rude answers in London from workers being there at the arrival gate; always the people gave me answers as it was my error, wheelchair was not requested, request was not in their system. On this trip which started on Tuesday January 10th, 2017, I specifically called AA to make sure I will get the wheelchair when arriving London. In addition I have check in Bucharest at BA counter to make sure I am in their system with a wheelchair request- I was assured that they will be waiting for my mom at the airplane door when arriving to London; during the flight which was BA 885 I have confirmed with the flight attendant; she assured me she has my mother on the list for wheelchair; when we landed I did not get a wheelchair just rude answers from the BA workers working the flight; it is amazing the way a guy which looked to be or acted as manager was so rude and inconsiderate repeting to me that I did not requested a wheelchair and it is my fault .I was outrage by his poor customer service skills.
My mother walked with me having problems due to long distances between terminals .
I understand it is not AA fault but AA should talk to BA and do something about this wheelchair service which is not working at all in London; the way BA is dealing with old people traveling is unacceptable; I saw people missing their flights because of their disabilities and inability to walk this long distances and poor customer service on the BA side.
We arrived at the AA counter in London and people were very nice and treated us with compasion and respect.
We arrived US and not only this time but all other times there was wheelchair waiting for my mother ; they were very professional and respectfull people that waited and took my mother to our next flight.
Thank you American Airlines, thank you US for this outstanding customer service for people with light disabilities.
BRitish Airways has big problems with their wheelchair service and seems that is so big feel entitled to do nothing. I am very dissapointed as otherwise regarding customer service in flight they seem to be very well trained.
I would really appreciate an answer frim British Airways.
Thank you.
Valentina Beiu-Muller

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2:42 am EST

British Airways flight cancellation

Hello, last night I booked a return flight from Istanbul to Glasgow in order to see friends.

The nature of my work however meant that I had to change plans at the very last minute, within an hour of my first flight. The consequence of which is that I am down as a 'no show' for my booking.

I called BA to ask if I could change the flight so that my friend could come instead (not allowed, I was told) or instead to cancel the remaining bookings (again, not allowed).

My complaint is this-- while I understand that the original flight, even the connecting flight for that day are essentially lost when you can't show up to the first flight, I find it extremely unfair that I also lost the ability to reclaim tomorrow's flights as well.

I also find it ridiculous that I had to wait the better part of 15 minutes to talk to someone who was helpful enough to even offer me a partial tax refund. I booked with BA because I perceived them to be a fair company, instead I've been talked down to like a fool as if I intentionally missed my flights and I've been told that despite it being well over 24 hours I'm somehow unable to cancel certain flights.

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Aryan Russ
Aryan Russ
, GB
Apr 15, 2017 8:05 pm EDT

There are no any dates/ time, flight numbers/ objective incorrect acts of the airline, prove of a damage resulted from the airline service.
The compliant, as it is, looks groundless completely.

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11:41 pm EST
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British Airways in flight treatment flight ba0057 on 27/10/2016.

I decided to fly BA after many years of flying SAA business class as I thought there service was declining. We booked world traveler plus seats as they are as expensive as business class on SAA.
The first thing I found odd was that you give meal choices to every culture but British in terms of choice of meat (chicken or beef). Why do you give a menu when the travellers served later have no choice, but to take what is left. Do not tell me it is because you cannot load double the choice as you could have given me the choice before the flight. I eventually after waiting nearly 2 hours from the start of the service (there was only one attendant to serve the cabin) was told I could only have chicken. I overheard a few passengers refusing to eat as they did not want that was offered to them. As it was already close to 12pm and I had not eaten for the day I took the chicken. Surprised to find it is a very spicy Indian (not British) chicken meal. Had severe heartburn for the rest of the flight. For breakfast you do not serve serials neither (continental breakfast). another surprise for British. Have you given up your British designation and culture?
I also found the entertainment screen far inadequate for a person with multifocal lenses. The seat lumbar support did not work, leaving me with severe backache after the flight.
I dread to think I need to go through this again on 17/11/2016 on flight BA0054.
If things do not change I will surely return to SAA for my regular flights to SA.

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2:40 am EDT
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British Airways 3 destination e ticket booked and managed online with ba app

So in july 2016 i made a trip (Ba booking ref x29xae) from my home in thailand to uk - angola - uk - nigeria - uk - back to thailand. Used the web site to set up flight dates and get a fare. At this stage thought about the issues of booking a e ticket supported by the ba app on my phone - with ok connectivity that this was the way to manage such a trip - as apposed to the original method of getting a travel agent to book & ticket and then make any changes required. So i called the ba booking telephone number from their website and asked them 'was this going to work' will i actually be able to manage my trip online & with their ba app - talked about issues of needing to reschedule flights - bring forward and back - this is all set up to do on the ba app. I was given direct assurance by ba that if i met the £150 admin charge i would be able to switch and change flights from the app and extra charges coming direct from the visa card that booked the flight. So reassured i bought the e ticket. Flew as booked thailand/uk/angola/uk/nigeria with no issues, no changes required. In nigeria looked like i could leave 3 days earlier than booked so then tried to rearrange the flight. The option to do this from the app does not work from inside countries, despite the app having location enabled, it just says feature not working and to call ba local office - but does not give you any numbers to call. Ba in nigeria with google search gives about 9 possible number to work through before one opens up to the ba call center in india. I bought the e ticket with app management specificaly to avoid this. Ba india are quick to offer me a rebook on earlier flight - they have space - then the shocker - i have not only to pay the admin fee but also what they claim is value of the earlier flight some +$1000 on the original fare. I declined. They did come back some 6 hours later with an alternate offer - this commercial sales people at work on promise of a commision. During this call i was told that in order to take up an offer i would be required to make a cash payment in local (Volatile) currency at a single bank branch in abuja in the capital city some 300km & 6 hours drive away - no they cannot accept any other payment. For an e ticket bought originally on a visa card! More from the web site - ask to change flight online its say online charge is 0 - see print out attached. Payment by cash at just one bank branch with opening hour 10-3pm was riddiculously impractical i and i declined.

How can ba value a wednesday night flight at double the cost of the original booked on a saturday -as seat that now become available?

Quite simply ba made false claims about the overall product - and its potential management. They did not deliver. It could not be managed from their app. I am asking for a refund.

Ok they came with information (When demanding extra money) they have special regulations dreamed up for doing business in nigeria - this should have been provided at the time of booking - to advise saying we are not able to offer the service as indicated on the web & the app in this location.

Attached below are screen prints taken from their website showing conflicting information from their indian call centre. It was e ticket surely exact terms stated on web site should apply?

Then comes the issue of raising a formal complaint with ba ( case reference is:[protected]) - this strictly web managed - takes 3 months for inbox to move case to the top. It has no upload facility to offer copy documents and when they ask you to respond it has to be on their terms - a little grey text box. All well designed to drive away the mildly annoyed passengers with temerity to complain.

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1:54 pm EDT

British Airways discouraging the use of award travel

I tried several times using my earned BA miles (37576). When I tried to go to London, they said I have to pay an extra $ 700 as London airport tax ! So I tried use my miles on partner airlines to travel domestic in U.S. Wherever and whenever I want to go, the seats won't be available ...any day any month ! Or they will give one way and return date won't be available. When I check the particular airlines, lots of seats will be available on all dates !
Their intention is discourage the passengers from using the miles and so that they give up eventually. So, what's the use of flying BA ?

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11:37 am EDT

British Airways lost luggage

I traveled on a American Airlines flight from Chicago O'hare, July 17th through London Heathrow connecting to Dusseldorf Germany with British Airways on Monday July 18th. Flight numbers AA046 and AA936. Upon arriving my luggage did not appear on the carousel. Using the attendant at the BA luggage carousel I reported my luggage missing and was given file reference number DUSAA10487. 5 days later I am still working with BA on retrieving my luggage, however, BA is unwilling to help me for the following reason.

1. The file reference number was erroneously created by BA staff/representative as an American Airlines (AA) reference number. BA acknowledges it is their error, and that, as the last carrier, the file reference number should have been opened for British Airways.
2. American Airlines has an electronic record of passing the luggage to BA at LHR. Date and time stamped and visible on their website.
3. BA is unable to process any claims on the missing luggage until the file reference number is changed to a BA file reference number
4. BA customer service agrees that BA needs to change the file reference number - but they can not change the file reference number at the baggage customer service call center
5. After 3 days I found someone at the call center willing to send an email to the Dusseldorf airport trying to get them to change the file reference
number.
6. After another 24 hours I asked the call center to repeat the request to Dusseldorf airport.
7. 5 days later, still no change by BA, and BA call center continues to insist they can not help even though they acknowledge all the mistakes are made by BA personnel.
7. I have 7 days to file a claim for compensation - but guess what - you need a BA fie reference number to claim for lost luggage.

Summary: BA lost my luggage. BA opened the wrong type of tracking file. BA won't/can't correct the file. I can't file for compensation as long as the wrong file number is open. In short, BA through gross incompetence or cunning procedure has misappropriated my luggage for 5 days and counting.

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9:57 am EDT

British Airways communication and customer service

April 27, 2016 I am currently on hold for a supervisor for about 10 minutes and then was transferred to a phone that is ringing forover3 minutes, but, not answered not put back in a queue.

I would presume this is because no one really wants to hear a complaint or to help.

British Airways says on their website that a seat can be picked with the flight time of 24 hours without payment for the seat.

This appears not to be true.

I am on a code share flight with American Airlines and I have a seat on American which I paid for.

I waited to get a seat on British Airways based on what I read on the website. When I tried to manage my booking, it sent me to American Airlines to check in. So I called British Airways and was told I would not be able to get a seat until I got to the airport for assignment.

I am almost 60 years old and asked to speak to a supervisor.

That is when I was transferred to this ringing phonen that is never answered.

British Airways should be ashamed.

Dawn Erickson #Z9YJN9 for April 26, 2016

By the way, the phone is still ringing and I am hanging up now.

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2:45 am EST

British Airways cancelled flight and cost of new ticket

I was obliged to cancel a flight for my son in December 2015 and was told that, instead of a refund I could just use the flight at a later date. I was given a new reference number 5KYW8G. I phoned British Airways to book the flight for 19 March 2016. A ticket online would be R1 800.00 for my son. When I phoned to use his previous flight I was told that they can assist with the booking and his flight would cost me R2 900.00. Ludicrous. Why not just say that you forfeit your flight!

Natanya Cruickshank

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Aryan Russ
Aryan Russ
, GB
Sep 28, 2019 8:13 am EDT

Such text is the Morse code, not the complaint.

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12:55 pm EST

British Airways fare/refund - theft

I booked a full fare flight on 2/16 and due to an injury had to cancel on 2/22. I was told it would take seven (7) working days for the refund. In seven (7) days the refunded 318.23 to my account. I paid $2, 429.48. When I called into query when the balance was to be refunded I was told they only were required to refund $328.23 minus the $10 handling fee. They claim I bought a non-refundable ticket but I would never have done that for an Intercontinental Flight. They said it was in the small print on online booking. So in my opinion British Airways has fraudulently kept $2, 111.25. On hold for the third customer service representative, not holding out any hope.

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7:45 pm EST
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British Airways baggage loss/delay

Booking Ref 32933F. Under Paul Roberts. Flight no.BA0207 Heathrow to Miami 12/12/15 Flight no. BA1888 Miami to M.Bay. 12/12/15 No baggage at Mbay on arrival, all 3 bags left in Miami. Very tired and unhappy after 24 hours of travel. 3 hour wait at Mbay to report with 15 other passengers. 1 bag delivered 12.30am 14/12 very un pleasant after long trip day before, remaining 2 bags arrived 4.30pm 14/12 No clean clothes for 48 hours. This has spoiled the early part of our holiday. We would be satisfied with a financial compensation for the inconvenience caused of 500GBP. Alternatively, since booking, our return flight from Mbay on 2/1/16 has been brought forward to an earlier time, which means we will be in Miami for 10 hours before our connection to Heathrow. If you could put us on a later flight with significantly less time at Miami we would accept that as compensation. I await your offer.

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4:14 pm EST

British Airways service

Hello, I understand, you're a non low cost airline, yet still trying to take money from consumers where you can by charging for seat assignment before 24 hours. I couldn't do the seat assignment before this time period because of that, so I woke up at 7:00 am so I could the day before (mind you I have to wake up at 4 the next day to get to the airport, thanks) and guess what. It didn't work. So I had to call, sit on hold, and eventually get a seat assignment - all easily done online in 2015. But you couldn't do it. Then, when I asked for a seat assignment on my returning flight without a fee due to the glitches in my reservation, I was told it is only possible by paying. Funny thing is, as "family oriented" as companies these days are supposed to be, that is Christmas Day which is one day that is deciated to my family. Now, I need to undoubtedly call you guys again, sit on hold, to make a seat reservation simply so my girlfriend and I can sit next to each other. Now THAT is customer service. He refused to do anything beyond this despite noticing the glitch in my reservation. I'm extremely appalled that he could do absolutely nothing charging me and I will be sure to spread the word of such horrific I customer experience. I fly week in and week out and have never seen something so terrible - let a lone from a non- low cost airline. I hope there is something you can do to rectify this - if not you have my word I will never step a foot on your plane and I will make sure my friends don't as well. Happy Holidays - from a customer that actually cares about spending their holidays with their family rather than on a phone with you.

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4:51 pm EST

British Airways flight charges

In September 2015 I purchased flights that would take me from Washington DC to Manchester England. First was a flight from D.C. to London. Then a connecting flight from London to Manchester. While I was away, my plans changes and I wanted to skip the flight back from Manchester to London and only use THE ALREADY PAID FOR flight from London home to D.C. British Airways charged me $800. to cancel the Manchester to London flight WHICH I HAD ALREADY PAID FOR. Not only did I not get a refund (of-course not) and you know they resold my ticket, but, I had to pay a cancellation fee AND PURCHASE the SAME ticket I HAD ALREADY PAID FOR from London home to D.C. Unbelievable. Unethical. Perfectly legal.

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British Airways airline service delivered not what we paid for

We were scheduled to fly from Budapest to Phoenix on Sept. 21, 2015 via London. On Sept. 20 we received an email from British Airways stating that our flight was delayed. It was clear from the new departure time that we would miss our London connection. No attempt was made by British Airways to reroute our ticketing at that time. We were told to get to the airport early to make alternate arrangements. No staff were available when we arrived and we were first in line. Rather than handle reticketing at the main ticketing desks, all passengers who needed to be reticketed were directed to a single line with one agent handling all reticketing. This line moved at a snail's pace. The multiple agents at the main desks continued to check in passengers who presumably did not have connecting flights or who did not need to be reticketed. The agents in Budapest are not British Airways employees, so they claim, and swore they could not make the necessary changes. Only the one agent could. To say there was chaos in the area at the time is an understatement. By the time we were told to queue in the other line, there must have been at least 50 people ahead of us. Finally, we were told there was only one routing that would get us to our destination that same day. This routing entailed an extra layover and we were not given seats in the class of service we had purchased tickets for. The only remaining seats on the flights were in the back of the jets by the lavatories. Hardly equivalent to World Traveler Plus quality. It has been almost two months and thus far I am in the dark as to whether my request for refund is forthcoming. We paid extra for a more direct route than we ultimately flew and we paid extra for the World Traveler Plus class of service. I am aghast that British Airways has not indicated that we are entitled to a refund given the fact that we paid for something they did not deliver. Case reference [protected]

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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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Contact British Airways customer service

Phone numbers

1890 626 747 1866 835 4133 More phone numbers

Website

www.britishairways.com

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