British Airways Reviews

Name: British Airways
Rating: 1.71

1.7 Rating 305 Reviews

16 %

of reviewers recommend British Airways

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1.7

Based on 305 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 7%
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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British Airways 1 star review on 31st May 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've been a regular traveller with BA for 18 years. What a complete transformation from a fantastic airline to one that is nightmare! I have recently booked a Premium Economy ticket for £2134.48. I tried to cancel it 8 days before the flight. They offered me £588.64 in refund :). When I call the call centre they offered me £528. So £60 is the cost of me calling the outsourced call centre? Is this customer service. Its painful to say goodbye after so many years but its the state of the airline at the moment. I can see better conditions in terms of sales from RyanAir (if you avoid booking the cheapest ticket). So I'm going to take my custom elsewhere.”

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Posted 2 weeks ago

“My parents do not speak english. I booked them a ticket to go to Seattle where i will be waiting for them. I booked a ticket on BA (big mistake) because it was a good time for landing. They are old so i needed assitance and wanted to book a wheel chair and airport support for them. BA refused to speak to me and to book any wheelchair because i was not a passenger on the ticket? I told them i booked the ticket the email is mine... reply... we cannot see the name of the credit card holder because you booked using booking.com , but if you put you parents on the phone and they authorize you is fine... They do not speak english ... you can translate for them... So is this a security check or a joke? Imagine 2 old people without wheelchair for a long flight because BA does not speak with their daughter!? How is this making sense??”

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Posted 4 weeks ago

“My elderly mother saved for the holiday of a lifetime — but British Airways ruined it. She missed her connecting flight from Belfast to London, and when she arrived at Belfast City Airport, there were no BA staff anywhere — no help desks, no assistance, nothing. The airport is small, so she tried speaking to a security officer who called ahead, but the gate refused her bag drop. With no one to help her, she had to go home. She contacted her travel agent and was willing to pay extra to fly out the next day — only to discover BA had already marked her as a no-show and cancelled her return flight, meaning she’d now have to pay an additional £3,500. She and the travel agent tried repeatedly to speak to someone at BA. After multiple attempts, they were told nothing could be done — she would have to go back to the airport and ask staff there to change the system. But again, there were no BA staff at the airport, and when she finally reached someone by phone, they said they couldn’t help as they didn’t have access to the booking system. My mother was distraught, tearful, and deeply let down. She understands missing the flight meant a cost, but being met with complete indifference, no support, and the cancellation of her return flight was devastating. BA claim to offer out-of-hours support, but as an elderly woman travelling alone, my mother was completely unaware of how to access this, and there was no visible information or signage at the airport to help her. The fact that BA offices don’t open until 9:30am, even in situations like this, added to her distress. This experience shows a complete lack of care or accountability from British Airways. For a company of their size, customer service should matter. Right now, it clearly doesn't.”

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Posted 1 month ago

“Abandoned by BA. No help. No honesty. BA2717 was cancelled due to weather — fair enough. But when we were rebooked, British Airways told us (via their app) that our flight was now due to leave at 11:00am. Instead, we sat in Funchal airport until 17:17, with no staff, no updates, and no support. Elderly passengers were forced to sleep on the airport floor because we were warned we might not be reimbursed for accommodation. It was cruel, negligent, and in breach of duty of care. Now BA is lying about the timeline to avoid paying compensation, despite their own pilot confirming the delay was caused by internal crew and technical problems — not weather. Their responses have been robotic and dismissive. I've been left with no choice but to take this to CEDR and the CAA. BA: this isn’t over.”

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Posted 1 month ago

“Lost bag for 6 days! Bad service. Rude staff onboard. Poor communication. Dated plane, grubby and dirty. Shocking experience. Nothing like the glory days of BA.”

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Posted 1 month ago

“Hours Wasted, Money Lost, Zero Accountability I’ve now had to deal with four or five long calls to British Airways — each over half an hour — because they cancelled my original flight and messed up reissuing the tickets by booking it for the wrong month. Because of their repeated errors I’ve incurred hundreds of pounds in extra costs: • I’ve had to change my Guernsey–London flights twice to match their changes. • I’ve had to hold off booking my Bangkok–Koh Samui leg, which has only got more expensive as a result. Despite being promised an upgrade when they first cancelled my flight, nothing has been honoured — and today, after an hour on the phone, I got absolutely nowhere. I was told there was nothing they could do until after I fly — at which point I might get some ‘coupons’. That’s insulting when I’ve lost real money and time. British Airways has wasted my time, cost me money, and shown no accountability at any stage.”

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Posted 2 months ago

“Stranded in Heathrow. No ticket agent in terminal 5 and have to figure it out yourself. Called number and was told to do to original carrier and proceeded to give usa phone number. Should have contingencies if BA cancels the flight”

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Posted 2 months ago

“I used to fly BA a lot when I lived in North London. Then Terminal 5 was a disaster with constant delays. Huge queues. The onboard service became abysmal. the staff seemed self-entitled. I witnessed some horrible rows between staff and customers. And BA planes always seemed delayed. Honestly now fly Ryanair in preference to BA. More reliable, on time and staff on board better. And now hear BA are calling Port Stanley in the Falklands "Port Argentinos" on their online maps. What an insult to all the British servicemen who died there. BA is an embarrassment as our National Carrier.”

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Posted 2 months ago

“Title: Horrendous Service – Never Again I had an absolutely appalling experience with British Airways. It started when I tried to check in online but couldn’t change my seat due to repeated website errors. I arrived at the airport 4 hours early to sort it out, but the staff at the check-in counter refused to help me—brushing me off before I could even say which flight I was on, simply saying all flights were full. Incredibly rude and unprofessional. The BA lounge was overcrowded, uncomfortable, and poorly equipped—wooden utensils only and very limited seating. Shortly before boarding, I was struck with excruciating abdominal pain. Fearing a medical emergency, I asked to be offloaded. Staff at the boarding gate took my boarding pass and luggage tag, asked me to wait, and then left me sitting there in agony for 40 minutes. I eventually asked to leave to go to hospital—staff said it was fine. However, in my distress, I didn’t realise that they had taken my boarding pass with the baggage reference on it. I asked a group of wheelchair porters heading in my direction for help. None assisted me. I collapsed midway and was finally stretchered away by medics and taken to hospital. Thankfully, I received treatment and have now returned home. Since then, I’ve been trying to retrieve my luggage. Every number I’ve tried—online, via the airport, and through customer service—is either unreachable, goes to voicemail, or simply rings out. I have no idea where my bag is, and no one is helping. This is completely unacceptable from an international airline. British Airways has failed at every stage: technical support, in-person service, medical handling, and post-flight care. I am absolutely disgusted by how I was treated and would strongly advise others to avoid flying with them.”

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Posted 4 months ago

“We flew to Jersey from Gatwick on the 23rd April 2025 at 7.50am. We were a little late leaving due to a slight technical fault which was soon rectified. I wanted to write this review as the landing was fantastic we did not feel anything to be honest we did not realised we had landed.”

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Posted 4 months ago

“Such poor service. Booked flights and seats. The flight time changed and without notification, we lost our booked seats. Waited over two hours to talk to someone on a live chat, but they simply didn't care. One of our group is 7 foot tall and another who's legs don't bend, so we booked and paid for extra legroom. This has now been lost. Guess this is why people book with Easyjet. More customers lost for ever.”

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Posted 4 months ago

“It was my first time flying and the cabin crew were very helpful reassuring me everything would be okay.The cabin crew on both flights took really good care of me making sure I was comfortable and at ease.They really go out of their way to help you and are kind and compassionate.I would highly recommend flying with this company as they genuinely care about their customers.Well done British Airways”

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Posted 5 months ago

“"Hey fellow Redditors, I'm sharing my frustrating experience with British Airways' customer service. My friend's baggage was delayed on a recent flight, causing significant inconvenience and distress. Despite submitting a claim, BA responded with a generic apology and refused to provide fair compensation. Their reasoning? They're only liable for 'basic essential items' purchased during the delay. No consideration for the emotional distress, wasted time, or overall poor experience. Flight was from [MCO] to [Amman], baggage was delayed for [5] days. Claim was submitted with all required documents, but BA provided compensation of only $70, which wasnot accepted by my friend.." One of the worst airlines across the list and till now they did not compensate bagge claim .”

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Posted 7 months ago

“My journey began on a nightmarish note when I arrived at the airport to discover that my flight to Edinburgh (RAS5HJ) had been cancelled. The situation quickly became frustrating as I approached British Airways staff for assistance, only to be sent from one person to another without receiving any real help. At around 5:10 AM, I was handed a customer service card, but the office didn’t open until 8 AM. The only alternative offered was a flight from Belfast, which meant I would have to wait all day for my final leg to Edinburgh. This left me feeling incredibly distressed and helpless. However, my experience took a turn for the better when I reached the G section in Terminal 5 at Heathrow. There, I met Sony Khuttan, who was not only extremely helpful but also genuinely empathetic. He took the time to listen to my concerns and helped me book an alternative flight directly to Edinburgh. I wish British Airways had more staff like Sony who are dedicated to their jobs and truly care about their customers, rather than just pushing them from one section to another. Thank you, Sony, for your invaluable assistance. I genuinely appreciate your help in turning a distressing situation into a manageable one.”

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Posted 8 months ago

“Utterly awful IT.”

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Posted 8 months ago

“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 10 months 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”

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Posted 11 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 11 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!!”

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Posted 11 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.”

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Posted 1 year ago

British Airways is rated 1.7 based on 305 reviews