British Airways Reviews

Name: British Airways
Rating: 1.72

1.7 Rating 290 Reviews

16 %

of reviewers recommend British Airways

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1.7

Based on 290 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 8%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.4 out of 5
Avg Email Response Time	29 minutes
Returns & Refunds
Refunds Process	Difficult

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ph:+44-844-4930750

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British Airways 1 star review on 31st May 2024

Anonymous

Anonymous // 01/01/2019

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“Unbelievably Poor Service from British Airways I recently traveled from Munich to London with British Airways, and it turned into an absolute nightmare. Our troubles began with their malfunctioning app. Despite checking in successfully, I was unable to retrieve our boarding passes. Upon arrival at the airport, we discovered that there were no self-service kiosks, and the check-in desks were completely unattended. After seeking help from the information desk, we were directed to a staff member who clearly did not want to assist us. Her dismissive attitude was infuriating, and despite showing her the app indicating we were checked in, she simply told us to call customer service and walked away without providing any assistance. After being put on hold for 25 minutes and being sent to several different staff members who couldn’t help us, we finally reached someone on the phone who was kind but ultimately powerless to resolve our issue. By this point, our flight was delayed, and we had wasted two hours just trying to print our boarding passes. When I followed up with a complaint, British Airways basically dismissed my concerns and told me to use the app next time—ignoring the fact that it was the app's failure that caused all these problems in the first place! This experience cost us a staggering £682.43 in additional expenses, including new flights, hotel stays, taxi fares, and fines. Missing work and explaining this absurd situation to my employer was incredibly embarrassing. British Airways clearly needs to improve its customer service and technology. If their app and website are going to fail, they must provide adequate support at the airport. I will never fly with them again, and I urge others to consider alternative airlines.”

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Posted 1 month ago

“Flew Business Class. TV not functional - told to move seats despite me having chosen my preferred seat Food was well below standard Service was shocking - had to physically find someone to serve me on more than one occasion Overall experience - very disappointed”

Helpful Report

Posted 2 months ago

“Flight Madrid-London-Chicago, 8a departure (IB) delayed 1.25h for a 2h window at London Heathrow connection; mad-dash to customs with myself, 2 minor children in tow -pulled off BA connection see Iberia counter. 3.5h wait as agents called supervisor and waiting; only option take AA next day and overnight accommodations; came back next day to AA (640a) no itinerary, speak to BA; BA ticket staff, Georgia - we didn’t start your flight, go to another terminal and ask Iberia or call Iberia (IB tele agent Gian Franco- says go in person); I told Georgia to get her supervisor from his meeting and he can accompany us to the other terminal, print the tickets and hand them personally. 45 min later Georgia is at the other end of the counter w AA staff, Deborah thanking her for getting our tickets. My younger son asked ‘could you please upgrade me?’ - he ended up turning 10 on this Heathrow journey; her reply w a smirk ‘you can ask at the gate’. Suffice it to say the partnership between these 3 (and likely the other 10) stands true to my present status- now waiting for a delayed flight to Chicago. I would use other choice words but this review would not pass.”

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Posted 2 months ago

“Absolutely disgusted with BA. Our flights were cancelled on 1 May by BA even though the flight still departed. We had a connecting flight from Manchester to Heathrow which was cancelled due to weather so could not get compensation for that flight. But now it turns out we cannot get compensation for our flight to Seattle either even though BA actually cancelled it for us! don to fly BA they are a terrible company. I will never fly with them again. Untrustworthy!!”

Helpful Report

Posted 3 months ago

“I traveled with British Airways on May 15th, and it has been an absolute nightmare. I lost two checked-in bags, and it's now been four months with zero updates or action from the airline. British Airways has shown no responsibility or accountability in handling this situation. The customer service is appalling – the representatives are rude and clearly have no idea how to resolve issues. All they do is give empty apologies, which is not nearly enough. There's no proper customer relationship management at all. They just keep you on hold and then abruptly disconnect the call without any resolution. I even raised a claim for my lost baggage, and they closed it without solving anything. This has been the worst travel experience of my life, and I wouldn't wish it on anyone. During Travelling with BA 1. I lost 2 check-in baggage 2. Flight delayed over more than 27hrs 3. my 3 of luggage trolly bags Brocken 4.Since i am travelling with my baby , no proper food and water served I strongly urge you: do not ever fly with British Airways. They will mess up your life. Avoid them at all costs.”

Helpful Report

Posted 3 months ago

“I am beyond upset and disgusted with the disregard, lack of knowledge and lies that your company has put me through. Each call I have had with a different representative has lead to no help, nothing being resolved and false information. Due to no longer being able to fly for my original flight, I called and spoke to someone who gave me a new reference number where I could book at a later date/destination or change the name. I then had a close family member pass away suddenly to to which I then offered my mother my ticket to fly out for the funeral, as I was told I could change the name. When then calling and trying to do this, I then got told that I was unable to do this unless we proved this by sending the death certificate as stated in the ‘policy’. After questioning this and not wanting to get false information, I made this representative double check and confirm this to which she did. After then troubling my aunt and uncle, who are grieving over the sudden loss of their son (my cousin) for this documentation, we then sent it to the to email provided and called to get this now changed into my mothers name. To which we then found out was yet ANOTHER lie and that this cannot be done as you can only change the name if the ticket holder has passed away (which makes no sense as they would be dead so how can they challenge a name change.) After expressing my feelings of mistrust, that I would be taking it further as I no longer wanting to have anything to do with this company, I was told that I wasn’t allowed any refund and was only allowed to book it at a later date. I then challenged the representative to speak to a manger to which I was told, they had none working, they had gone home and that no one had any direct email. After then putting in a formal complaint 5 MONTHS AGO WITH STILL NO RESPONSE. I called back to use the money to book a new flight to say I couldn't as it was a less amount (even after saying fine keep the remaining money) and I was only allowed to book the same amount or more (scam to get more money out of you). When asking to speak to a manager, shock horror, there isn't one working. When looking at the status of my complaint he said there is a back log and will get to it eventually (says a lot if the back log of complaints is longer than 5 months). To then be told there is nothing he can do. I am beyond appalled, hurt and frustrated by this whole experience and will be spreading the word and my story to every known platform and review website possible till I speak to someone who, genuinely knows what they are talking about and can come to a mutual agreement/resolve the issue as, the information I was told only leaves me to believe that this company doesn’t care AT ALL about its customers and only cares about money and profit.”

Helpful Report

Posted 3 months ago

“Terrible. Worse I ever flown”

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Posted 3 months ago

“They have a terrible website and app. Their customer service is atrocious. I paid for a seat, they offered me an upgrade that I took so they canceled my seat. Then told me days later I wasn't actually eligible for an upgrade, and they won't refund my first seat or give me the same seat I purchased so I paid more for a worse seat and they will literally do nothing to help.”

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Posted 3 months ago

“If I could review with ZERO stars I would. The WORST experience, RUDEST, WORST customer service we have ever encountered. We have flown all over the United States & the world with all other airlines without so much as a single lost bag. We flew one time - the ONE, ONLY & LAST time with British Airways & they lost FIVE of our SIX bags. We received literally 20 different explanations from 20 different people. We found four of the bags ourselves and only located the 5th because I hounded the missing baggage line 10 times a day for six straight days. These people LIE. They do not care AT ALL about customer service and will say or do anything just to get you out of their face. Not only missing baggage, but we were told our connecting flight from Heathrow to Copenhagen was cancelled but it WAS NOT. We were rebooked on another flight - not direct - at 6pm the next day, although there was a direct flight available. The flight we were rebooked on arrived into the intermediate location so late that the connection made it IMPOSSIBLE to collect our bags & check back in to make the flight to our ultimate destination. British Airways refused to check our bags all the way through to our final destination although we were assured they could have done so when we arrived at the intermediate location. So I paid - I PAID - for a ticket for my husband to fly the following day & stay overnight & come the next day, now a three day delay to our final destination so that our four bags would not be lost again. ABSOLUTELY TERRIBLE. NEVER AGAIN.”

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Posted 3 months ago

“on 2 August I was supposed to fly First Class from London to Hong Kong with BA and after waiting for 3.5 hours, we were told at midnight that our aircraft had been hit by lighting and was irreparable and NO new aircraft would be found. All passengers were told to go home and wait for re-routing information. We were booked two days later on a flight via the Middle East - with an 8-hour stop-over!! Needless to say we did NOT accept this flight. We tried to make contact with BA via their website but all our original flight reservation numbers had been deleted from their system so we are not able to claim any compensation. This is theft in broad daylight! Most disgusting trick ever seen by the worlds worst airline.”

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Posted 4 months ago

“We flew from Newcastle airport to Mykonos via Heathrow airport. We arrived super early thinking the security would be crowded. We were waiting 50 minutes in the British Airways queue to just drop our bags and to get our boarding passes. There was only one employee checking bags and she didn't seem very experienced since she kept asking questions to her colleague who was checking the priority costumers. On boarding there was a delay in getting us on board. We arrived in Heathrow and after we got on board we advised that we're going to have to delay for about 70 minutes. When we finally reached Mykonos we realised that our suitcases, all 3 of them, hadn't arrived with us but instead they were in Athens. We reached the help desk and the employee told us they will arrive later this evening with another airline. We couldn't possibly wait for them as Mykonos wasn't our final destination and we had tickets for the ferry that would be leaving shortly (wisely I booked the ferry with a 3 hour's gap cause, well, I don't trust airlines anymore.) Even with the big difference of 3 hours we caught our ferry just in time. We arrived at our final destination tired and with nothing at all on us so we had to go and get some toiletries. Last thing I wanted was to do shopping. Our suitcases arrived on the ferry the next day in the afternoon and we had to travel to the port to get them. Another waste of our holiday time. Me and my family was looking forward to this holiday for months and British airways didn't give us the carefree we deserved. I tried to put a complaint in the airline web page but there's no means of communication such as an official email address or even a platform to their web site. Too many complaints to handle perhaps? P.s. Seats to narrow too.”

Helpful Report

Posted 4 months ago

“Case Number 02338330 When dropping off my luggage at the luggage drop off at Toulouse airport, I had my travel pram confiscated from me and I was forced to take my sleeping 2 year old in my arms while traveling alone with him at 5.30am. I was told by the staff outsourced by British Airways to check in passengers (therefore an extension of your company) that only yoyo prams were accepted on board. I corrected her that it was "yoyo type" prams but she contested and told me that only yoyo prams would be allowed and if I insisted to keep my sleeping 2-year-old in his pram I would not be permitted to board the flight to London. This happened to 2 other families (that I know of) and we were forced to go to the oversized baggage area of the airport. To clarify my pram is the Silver Cross Jet stroller pushchair which I specifically purchased as it is conform to the British Airways specifications. I was then required to carry my toddler for 30 mins through security, and then again for another 40 mins while waiting to board the plane (I was "allowed" early boarding only to be moved from my seat to stand on the other side of the staff with no more options to sit down). At Heathrow, I was then required to carry my toddler again for approx. 40 mins to go through passport check and luggage claim (as mentioned previously, I was traveling alone with my child with no other support). All this, despite purchasing a very expensive pram to fit to your requirements and coming to the airport prepared with this pram. I'm sure you agree this is unacceptable and it is illegal to force passengers to purchase a specific brand of products in order to be able to keep their child in their travel pram. It is also illegal to discriminate against passengers because they have "dared" to travel with children. In addition to this, once on the plane, I installed my Kids Fly Safe Cares Child Airplane Safety Harness for my son. The cabin crew then proceeded to tell me this was not allowed. I had to go on the website to show them that this was incorrect and I was in fact within my rights. Then, for landing, your crew had the gall to tell me to put the harness on my son and that it was "mandatory" to which I asked, if it was mandatory why did I bring the harness myself. It is also important to note that my son was not given a life jacket when boarding the plane which is against regulation. Basically, I was treated like a criminal during my entire journey and my crime was having a toddler. British Airways is by far the most discriminatory airline for parents traveling with children and this needs to change immediately, especially considering that I paid the same price as an adult for my 2-year-old to be on that flight and he was treated like an inconvenience. My advice; don't treat a mom traveling alone at 5am with a sleeping toddler like rubbish, and don't confiscate her travel pram that is within regulation forcing her to have the worst travel experience possible.”

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Posted 4 months ago

“Well, the return flight was cancelled without any explanation! Next we were booked on a flight to a different airport the following day, over 24hrs later! We simply searched for flights and found that a flight was scheduled on the day we were to fly to the airport they were send us to, but only an hour later! We therefore changed the flights arrived into the other airport, paid additional monies to National Express ( very good service - BA could learn!) for transfer, arriving there at 8pm - total disruption 3.5hrs! Claim submitted and told that disruption was not long enough, however they'd be happy to pay back the Nation Express Charges!!! Am I missing something, too right they should and more in my mind as they utterly forget that if we were not inquisitive, it would be a lot more! The moral, is accept an extra 24hrs next time, and submit for a larger cost/disruption fees which could result in £1000's! Sorry, BA you have eternally lost me as a customer due to your awful service and ignorance approach to customers! I truly hope you end up having to fold or go bankrupt as for me you shouldn't get any stars!”

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Posted 4 months ago

“I am filing a formal complaint against British Airways and Mytriptoindia.com for refusing to issue a refund for a flight booked for my mother, diagnosed with terminal breast cancer. Despite providing all necessary medical documentation, we are caught in a loop between the airline and the travel agency, each directing us to the other. My mother, Neelam Sharma, has terminal breast cancer and has undergone a mastectomy with 20-30 chemotherapy sessions scheduled. We booked a flight with British Airways through Mytriptoindia.com and requested a refund due to her condition. British Airways directed us to submit documentation through the travel agency. When contacted, British Airways stated they had not received any documentation, contradicting the travel agency's claims. The travel agency claimed to have submitted a waiver request, allegedly rejected by British Airways. Despite multiple follow-ups, the agency has not provided confirmation. This situation has placed a significant emotional, mental, and financial burden on our family. It's been 2-3 weeks with no resolution. Case Reference: 01971992 was closed without resolving the issue.”

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Posted 5 months ago

“I needed to fly back home one day earlier due to a family emergency. I was informed by the agent whom I talked to that I would be charged $460.00 for changing my date of return, but I would be reimbursed by BA when I could provide proof of that, which I did by filing the claim right after I got back. That was three weeks ago and still no response from them. I was very disappointed so I sent my claim to their office in NY, via mail. Still no response. I would never travel with BA in the future, ever!”

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Posted 5 months ago

“Absolutely disgusting service from the worst airline in the world. We have had our flights booked with BA for 9 months (London Gatwick to Faro) and last night we received an e-mail informing us that the return flights were cancelled. No reason given, just "hard luck, your flights are cancelled". We tried to amend our booking online, but you can't amend 1 leg of a return trip, so it tells you to contact them - which you can't because all the phone lines don't connect to a human. The online chatbot directs you to the website, which directs you to call them, which you can't do, so you go round an round in an endless loop. In the end it was easier to cancel the entire booking and book with EasyJet. British Airways don't care about their customers, they care about getting your money, then they couldn't care less about you. When they finally go out of business I'll dance on their corporate grave.”

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Posted 5 months ago

“Had to cancel my flight months in advance due to a change of schedule. I was flying with American Airlines and British Airways. Selected seats and when I attempted to get a refund on the selected seats, AA refunded me with no issue when BA totally refused despite both companies having similar policies. Avoid these thieves, fly with anyone else. Customer service is a joke too, taking over 2 weeks to respond to my email and giving me no further justification than what I was told on the phone.”

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Posted 5 months ago

“Absolutely disgusting treatment. I was not able to Check in Online when I logged in exactly 24 hours before. I called BA to ask for assistance but they said they couldn’t check in for me for ‘security reasons’ over the phone and that I had to do it at the airport. I am NOW at the airport and my flight is OVERBOOKED. Not only did the airline LIE on the phone but so did the website when I tried to check in saying ‘technical error’. There was no technical error to begin with, they overbook flights, don’t even warn and leave you stranded. We are not animals, stop treating us as such. You survive off our money and then treat us like pigs. Overbooking should be ILLEGAL. And I won’t be surprised if it’s banned in the next few years”

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Posted 5 months ago

“Just flew from Milan to London and they apparently lost everyone's luggage from all their flights of the day, including mine.It seems that happens very often with BA.Horrible customer service and more than 300 pounds of perishable materials that will probably end up in the bin because of their incompetence. AVOID AT ALL COSTS!!”

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Posted 5 months ago

“Cancelled flight qj7rqa Only found out at T5 no emails or app 6 hour delay Downgraded from business to economy Paid for window seat and next to my wife didn't get it. Had to rely on BA staff to let us in VIP as tickets downgraded No food or drink on flight fo 3.5 hours just as we were landing "All BA staff" are saying this is normal and to bring food brink and plastic cups on board for return journey as they no there won't be any? 3 weeks before flight how bad can it get”

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Posted 5 months ago

British Airways is rated 1.7 based on 290 reviews