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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ph:+44-844-4930750

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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

“Cancelled a flight 3 months ago. Still no refund. Given me a total run around ., It's a disgrace to treat customers this way. They have reserves of £6 billion or so. Even saying they are short staffed, yet making 20,000 or so redundant. No excuses”

Helpful Report

Posted 5 years ago

“Received and automated email from BA yesterday cancelling our inbound flight from Italy which is at the end of July. No explanation what so ever. Our Outbound flight and car hire has not been cancelled although all on the same booking. So I now have 3 one way tickets to Italy. This now creates a huge problem in receiving any refund from our hotel which I have booked separately and have paid the full amount. Obviously will not receive a refund for the outbound flight if we cancel that ourselves. Will never trust or rebook with British Airways again.”

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Posted 5 years ago

“Had a great 1st Class flight. Wonderful”

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Posted 5 years ago

“Great flight to LAX in January.”

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Posted 5 years ago

“BA cancelled my return flight from Buenos Aires due on April 1st. It was impossible to contact them in any way or get any help whatsoever to rearrange the flight so, along with thousands of others, I was abandoned by BA to sort myself out and had to buy another ticket at a very much higher price. (BA disgracefully pumped up flight prices to exorbitant levels as their response to people being abandoned by them abroad). I applied for an e-voucher for the original return flight, which was refused as "you have started the journey". I applied for a refund which has been refused because due to EU regs they don't have to give me one!! Basically, British Airways have taken my money for service they have not provided. Surely this is fraud? It is still impossible to contact BA to speak to anyone. I certainly will not choose to use this unscrupulous deceitful company again in future.”

Helpful Report

Posted 5 years ago

“They are the most unhelpful Company I have ever dealt with. They have become even worse during the Coronavirus crisis. They are difficult and deceitful to the point of being fraudulent”

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Posted 5 years ago

“Due to an absolute refusal from BA to link two connecting BA flights as one had been booked with Avios (which they deny any relationship with despite owning them) our luggage missed a flight to Barbados causing us unnecessary stress and anxiety, e- mailed requesting the return flight to be sorted - no chance - all efforts met with deliberate confusion and deflection of any responsibility . many e mails and contact but to all the other complainers below I can advise that the only thing worse than being ignored by their service staff is actually communicating with them - condescending , self serving and rude. Best advice is to use another provider.”

Helpful Report

Posted 5 years ago

“’ve never had such terrible customer… I’ve never had such terrible customer services as I have received from British Airways over the last week! I have made over 15 calls been disconnected 11 times wrote the complaint email and still can’t get to speak to anyone. I really I’m not sure what to do now! I have a return flight booked from Bangkok to London with only one hour to get on the connecting flight with two children, my daughter has an operation the day we land and we cannot miss the connecting flight. I called them and asked him if we could cancel the first part of the flight they said yes no problem it will be £150 charge they asked if I could do it and they said no the systems were down and to call back I called back two hours later as discussed to then be told that the charge was £750! And I haven’t been able to speak to anyone since they said they cannot deal with this until we are back home I’m not quite sure how that helps me. Signed a truly distressed and upset customer”

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Posted 5 years ago

“I have had a flight cancelled by BA. 9 calls always put on hold every time 180 minutes of my time wasted. customer relations to busy to take calls !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! BA646 Stuart Dowding”

Helpful Report

Posted 5 years ago

“I had had a flight cancelled by BA. 9 calls always put on hold every time 180 minutes of my time wasted. customer relations to busy to take calls !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! BA646 Stuart Dowding”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“On Sunday my Mother & Father-law were set to fly back to Nashville after visiting the UK for a couple of weeks. Being the good son-in-law I’am I paid for their tickets 😉. Due to the dates they wanted to fly I paid $6,600 for the direct economy flights. I know its crazy money for an economy flight but its the only days they could fly and we had not seen them for 12 months. Also I didn’t want them getting lost or confused by adding any stops in. When they got to the desk at Heathrow for there return flight they were told that the flight had been overbooked by 60+ people and that they were not going to be flying on the direct flight back to Nashville. Instead, they were offered an indirect flight that was 6 hours longer via Chicago. Or a direct flight the next day, but BA could not guarantee they would get on the following days flight. My parents took the indirect route which they say felt was being pushed on to them by the team at the BA desk. As a gesture of goodwill the person on the desk offered them a refund of $500 each. They did not know at the time that this is a statuary amount dictated by EU law and was not a gesture of goodwill out of the kindness of BA’s heart. BA have today confirmed that they will not refund any of the original ticket price even though the indirect flight could have been booked for $3,300 cheaper. Surely this has to be one of the biggest Bait-and-switch cons of all time. If BA did the same to the 60+ people bumped off this one flight then they would have managed to legally steal $198,000 just off this one flight. Now let's say this happens on 1% of BA flights out of Heathrow a day. That would mean it happens on 7 Flights a day. 7 x 198,000 = $1,386,000. Now don't get me wrong my numbers might be way off because Im working from an expensive route and 60 people being bumped off the flight but the fact remains the same "This is a massive pain in the ass for customers, but a huge money earner for BA.". British Airways essentially get to overbook an expensive route, then push unsuspecting passengers on to a cheaper route at the higher ‘direct’ price, this seems on the face of it a classic Bait-and-switch con.  ”

Helpful Report

Posted 5 years ago

“Terrible customer service from British Airways for our holiday flights. They cancelled 3 different flights that we were booked on, and when we finally arrived home they had lost our luggage. Will never book with them again.”

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Posted 5 years ago

“Do not book with this airline!!!!!! Terrible customer service that is none existent if you actually need assistance. They either hang up on you or bounce you around after keeping you on hold for 3-8 minutes. They never seem to be able to access the details of your account to help and you better pray they don't give you the 312-843-5794 number, its a machine that's only available from 6 to 12 CST. calling the number after 6 am all you get is a "all circuits are busy msg" and when you call at 6am you get a message that thanks you for calling them and tells you to reach them online or the regular 800 number. I am in the DFW area and I quickly realized they also do not have any physical presence in or around the airport. They will try to rob you of your hard earned money without blinking an eye. They tell you to cancel online if you bought your ticket from their portal and they will give you a credit you can use later for the non refundable tickets but they will not give you the credit. None of their customer service reps seem to have the ability to assist you with credits or refund issues. They scammed me of almost $6000 and destroyed my summer plans with my family. I had to call my credit card company to dispute the charge. This was my first time trying to use them and it will be my last. Buyer be warned”

Helpful Report

Posted 6 years ago

“British Airways used to be a pleasant, professional, comfortable and reliable flying experience. Even though it was slightly more pricey than the other airlines, we would always prefer to use it. In recent years its service has deteriorated continually to the extent that its passenger service is, in our opinion, now unacceptable. In May and June this year my family and I, separately, flew on three different return flights from Heathrow to Athens, six flights in all. Out of those six flights only one flight was close to its promised time (ie more than 80% of flights delayed), ending with the last flight that my husband and I were on, from Athens to Heathrow, being four hours late. This flight was the return flight from Heathrow to Athens, which took off over half an hour late originally - inexcusable because it was the first flight of the day at 0650. Due to this delay the flight was unable to land in Athens, because of an apparent electric storm, and was diverted to Heraklion. However, had the flight from Heathrow to Athens taken off on time then this further delay could have been completely avoided. The most important aspect of an economy flight is that it arrives on time and people can put up with a certain amount of discomfort in order to achieve this. Sadly, we will seriously have to consider using other airlines in future.”

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Posted 6 years ago

“We were a group of 12 golfers travelling to Marrakech from Gatwick airport on 7th May 2019. Unfortunately we missed our flight due to a fatal accident on M25 which held us back by 2hrs. We contacted customer relations counter on arrival and spoke to a lady by the name JACQUI BAGLEY. She went out of her way to ensure that we got on the next available BA flight the following day at no extra cost. We had booked our flights directly with BA Group bookings who were not even interested in our problem so Jacqui ended sorting our problem. Jacqui is exemplary what customer service should be about. She definitely changed our groups perception of British Airways. She even refused to accept our small token of appreciation. Sincere thanks to her. I wish all my staff were like her...…..”

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Posted 6 years ago

“Terrible customer service. Upgrading flight times online was a scam, paid for better flights which were cancelled and then was given a run around when trying to claim money back (after many hours to no avail). No complaints with actual flight.”

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Posted 6 years ago

“Allways found their service excellent.”

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Posted 6 years ago

“Long queues but good service”

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Posted 6 years ago

“I stopped using British Airways after they botched up a return flight from Nice to Heathrow by abandoning passengers at inaccessible Bournemouth Airport, then didn't bother to unload passengers luggage. When I tried to reclaim my two suitcases, BA only sent me one of them. They refused to give me my other suitcase, instead lying constantly about its whereabouts when I enquired multiple times [at one point, they claimed it had been sent to the US!] but after putting my foot down for almost two months, they finally returned my other suitcase. The padlocks had been taken, but I didn't care. I was only glad that I hadn't packed any valuables in the cases, for most likely they would've been stolen. I can only suspect they played their games in a bid to withhold my suitcase and push my hand to recuperate my loss through an insurance claim. That incident was probably the first time ever I've dealt with a company that brazenly lies to its customers and treats them so despicably. After being reunited with my suitcases, I was ridden with arrant disgust at BA's conduct, disbelieving that this was the same company who used to be ranked highly amongst the airlines so many years ago. What happened? Whatever it is, I will never fly with them again. The fact that I've received a clearer, more straightforward service from the likes of easyJet should tell anybody how steeply BA's standards have slipped.”

Helpful Report

Posted 6 years ago

British Airways is rated 1.7 based on 305 reviews