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British Airways Reviews

1.8 Rating 269 Reviews

17 %

of reviewers recommend British Airways

Company Reviews

1.8

Based on 269 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 9%
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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The worst in everything. Customer service, airport, flight times, even the Apple application. I got the confirmation and I figured out that I don’t have any booking the day before my flight plus many delays in flights plus no food or blankets in the second flight connection (the reason they said about that is it’s a short flight (6 hours flight plus the delay one hour) ohh at least announce it. I got a cancellation message in the application to a flight I don’t have!! When I’m trying to call, no answer in the country I’m at or the US.”

Posted 1 year ago

“Left an earlier review about getting doubled booked etc, well it’s now day 7 of my holidays, flew to Prague & on Tuesday 5th July we flew to Rhodes with no luggage apart from the few bits of clothes I bought, nieces luggage arrived the day we flew to Prague, been absolutely appalling and stressful, I’ve got sensitive skin & all my creams, medications in there. Got through to a couple of people & just getting they’re trying to locate it, after 7 days!!!!!!!! Please don’t fly with these, thought I was having a heart attack last week but think it was a panic attack x”

Posted 1 year ago

“Booked connecting flights to Prague from Newcastle flying via Heathrow in January. Beginning of may 1st flight Newcastle to Heathrow cancelled so they put us on an earlier flight, 26th June that flight got cancelled, so they gave us connecting flights a day earlier. Booked hotel transfers & an extra night in hotel. Got the flight to Heathrow & was told our flight to Prague was overbooked,I had paid for booking seats as well, that was 8pm on 30th June, time is now 8.54am & we are no further forward, not sure which flight we’ll be on. Cost us £250 for a hotel & taxis, they said to claim it back, it’s an absolute disgrace, out of costs with hotel in Prague & transfers, beware.”

Posted 1 year ago

“Utterly disgraceful behaviour by British Airways towards their customers. Our daughter and son in law are both busy lawyers based in Newcastle Upon Tyne. They got married in August 2020 and had to have a scaled down wedding due to COVID. Finally last Sunday 19th June, almost two years after their wedding they flew off on a long awaited honeymoon. Unfortunately the route was Newcastle to Heathrow to Pisa. On arrival at Pisa airport they were advised that their luggage hadn’t made it. One case would be on a later flight that day and would be delivered to the hotel that night. The other case would arrive the following day………….. It is now day 9 of their two week trip and still no luggage. Today they spent the day at Pisa airport in an attempt to retrieve their cases. They could not find one person who actually worked for BA and along with a huge queue of people experiencing the same difficulties they were finally forced to leave with no cases. They were told the cases are in a warehouse and it is impossible to find them. I emailed the CEO of BA to try and bring this to his attention. My plan was to email every day until the luggage turned up. Imagine my surprise when the second email came back blocked. Our daughter has tried everything, no one answers BA phone lines, emails are ignored and having finally got a reply on Twitter my daughter was told not to bother going to Pisa airport as there would be no one available to help. The luggage would catch up with them one day??????? This is our daughter and son in laws honeymoon and thanks to BA it has been ruined. We have given up all hope of the bags arriving before they fly home next Sunday and are very fearful that they will never see them again. A full honeymoon wardrobe along with many things of sentimental value are in the cases. As a mum receiving phone calls from a very distressed, upset daughter on what should be a perfect holiday I feel helpless and so upset for this lovely couple. British Airways you need to get your house in order.”

Posted 1 year ago

“Delayed flight over 6 hours missed my connection flight and lost my luggage”

Posted 1 year ago

“I have been battling a long overdue refund with BA regarding a flight originally booked in 2019... The flight was cancelled, a voucher was issued, another flight was booked using this voucher, and then again cancelled. After trying to use the voucher for a new flight, BA kept advising I couldn't as the voucher had been used. I asked them to check the status of that flight (as it never left) and the agent advised she didn't have access to that information.... Two years in, I managed to speak to someone who FINALLY recognised that either a voucher or refund was due and made a note on my record. I then decided to pursue a refund, as felt this would be less problematic. BA have acknowledged they owe me a refund. One phone call they said it will be with me in 18 working days. I then chased when it was long overdue. I was then told it will be with me in 21 working days. *spoiler* - the refund never came. I try regularly to get through to Customer Service for the automated system to advise no agents are available. I have also sent two follow up messages via the case reference link they sent me, requesting an update, but with no response. Honestly feel very let down by BA who up until this, I felt were the more trustworthy and reliable airline. I suspect they will have ruined many trusted relationships with customers by now.”

Posted 2 years ago

“Shame you don't have 0 Slow customer service Horrible trip to Poland (06/05/22) Lots of stress”

Posted 2 years ago

“So I want to take a moment to complain about the terrible service my mum got from British Airways (England-Poland). First of all 2 weeks before their flight it was cancelled and they had to rebook a flight that wasn't direct and had a stop within it. Also rather then coming back on the 12th they had to come back on the 11th so they already lost 1 day. When they got to the airport British Airways couldn't find their tickets (ended up waiting 1hour and 30minutes to find/print the tickets) so they ended up being late for their flight and missing it completely. They spent another 2hours and 30minutes waiting for another flight which got them to Munich however, they were delayed again and ended up being late for their flight to Poland and missing it again. In Munich they had to wait another 8hours before they could get another flight to Poland. They finally got to Poland at 1am the next day.... What a Joke, They lost a whole day and had nothing but stress and a negative emotional rollercoaster... Would definitely NOT recommend British Airways to anyone”

Posted 2 years ago

“Just flew Buisness class Jnb to LHR. Shocking to say the least. Just sooo bad. Avoid this airline if at all possible. Connecting flight cancelled at short notice. Given a new flight that arrived in Jnb too late had to book on Flysafair which was fine.”

Posted 2 years ago

“I am trying to reschedule the holiday that you have cancelled. You keep cutting my calls off and it is difficult to get some help. I have been a customer of BA for over 30 years & a silver member. I find the whole situation frustrating and difficult”

Posted 2 years ago

“I haven't even started my holiday and I am NOT having a positive experience so far. They contacted me several weeks ago to inform me that the hotel I am due to stay in has building works nearby and wondered if I wanted to change hotels, I did. I changed hotels and was told that the change would be reflected in Manage My Booking - no such change has happened. I need to change my husband's surname but again can't get through to change it. They don't have an option in the MMB area to do this independently - TUI do as I have just had to do the same with them for another holiday.”

Posted 2 years ago

“been trying to sort of my flights for ages and theres no way of contacting British airways.. tried calling but they hang up and say that unless I'm flying in 8 weeks time to not call but they dont even ask when I'm flying! then tried to chat but theres only a chatbot which is no help whatsoever, I've left countless of emails and messages but they reply with no help after weeks therefore again not helping, I've spent countless hours trying to sort out a stupid problem British airways needs to sort this out it is hell!!”

Posted 2 years ago

“The communication between us, the passengers, and the BA team was awful. We were promised a 30 minute delay, which turned into a 2 hour delay. We were not being kept updated on the delay at all, leaving us all stranded at the airport. In the early morning hours we were told the flight would be moved. We were not informed of a time and we were not informed on what will happen to us.We were sent to collect our baggage. After we all collected our baggage, we were told we would be checked into a hotel. We weren't told were, just that we had to go to the bus stop. Once there, a woman claiming to be the manager, told us she didn't have the resources to find us a bus or a hotel and that we would have to make our own arrangements. I did not habe enough money for a hotel or transport, so I was stranded at the airport until 4 am. At this time passengers from my flight were returning from a bus they were told to take. They said the bus drove around for an hour and just dropped them back at the airport. I was terrified, because I had nowhere to go and I am on chronic medication, which I could not take. I was feeling sick and tired and so confused. It was terrible and I felt abandoned. At least 40 people were stuck at the airport with me. We had nowhere to go and security kept sending us out into the freezing cold because they didn't want us loitering in the airport. At 5 am in the morning we were told to get on a bus. We weren't told where we were going and I kept trying to explain I can't afford a hotel anyway. Finally a lady promised us we would not have to pay and said the found a hotel for us. I felt like I had some infectious disease, because the people in charge were incredibly rude and shoved me into an overcrowded bus. When I tried to find out what was happening, I was scoffed at and shrugged off. We got to the hotel at just before 6am. The hotel was great and the staff were friendly. The total opposite of BA and airport staff. I would have been fine at this point, but the next day, we were informed a shuttle would collect us at 4pm. That was pretty late for check in, but we felt we could make it. The bus was never arranged for us! At 4pm we kept calling and a shuttle was scheduled for 4:30pm. It didn't show. Another bus was arranged for 5 pm and it only showed up at 5:20pm. I was in a panic as I was very late for check in. After check in at the airport which was at 18:30 pm, we were told the flight was delayed to 22:15pm! We could have been spared so much stress if BA had just kept us properly informed! After getting onto the plane we were delayed by another hoir because BA confused our baggage with another BA flight. All in all the most terrible and frightening travel experience I have ever had. The situation was handled terribly and we as passengers were treated with no respect or even an after thought. I will never in my life fly with BA again. I will never recommend BA to anyone. Looking back now, I would have cancelled my flight with BA on that first day and travelled with another airline. My family was worried about me and my safety. PLEASE DO BETTER. WE ARE PEOPLE TOO!”

Posted 2 years ago

“Really gone down hill - I travel with many airlines. Even the budget airlines are doing better that BA these days. My recent experience at Terminal 5 was abysmal! Delays embarking - no explanations - stood on the transit to the plane for 25 mins - asked staff why and were met with rude responses. Delays at baggage drop - staff chatting no explanation. Delays on return - no bay ready after hours of delays for baggage or some nonsense!! They have their own terminal and cannot run it smoothly - it’s really very poor. All of our connecting airlines ran as smooth as silk! BA, have a word with yourself.”

Posted 2 years ago

“If I could give no stars I would have....BA are an absolute joke....I originally booked flights only in August 2021 in October they changed our flight to Heathrow as no longer flew from Gatwick due to covid.they have since reinstalled flight to Gatwick so wanted to revert back to our normal flight....I have been informed I will be charged for this as thr flight number is different. I also needed to add an infant under 2 onto the booking....after 15 phone calls I eventually managed to add the infant after numerous problems with customer services....the infant who is 3 weeks old now has a different booking reference number to the other passengers so when we check in he has to be checked in separately and I am still awaiting confirmation that I have actually made this addition.....the whole experience has been very stressful and the disgusting attitude from some members of staff is not what you would expect from BA. If our villa wasn't already booked I certainly would have cancelled and gone with another company...”

Posted 2 years ago

“Totally shocking customer care There was a mistake on my booking made by BA. Got an email to say "contact us to discuss". Took over 30 contact attempts spanning 7 hours and STILL not resolved. The absolutely most shambolic customer support I have ever experienced. Still waiting for the call back I was promised 2 weeks ago.”

British Airways 1 star review on 4th March 2022

British Airways 1 star review on 4th March 2022

Posted 2 years ago

“Flew back from Gothenburg on 18thFebruary. Awful weather and excellent landing. Surly staff at check in, all but one cabin crew unpleasant. Like the last reviewer we had a succession of serially delayed luggage announcements then told our luggage was missing. My bag arrived with our postie on 23rd February, my husband’s bag is still MIA. Very difficult to get through, and seemingly impossible to get accurate information. I think we will never use BA again.”

Posted 2 years ago

“We have been trying to resolve a hotel booking made using 132k avios + money as I am down with Covid so only need to push the booking by a couple of weeks. My wife is on her 3rd trimester with our first child and this Wednesday 23/2 was my birthday so she made a surprise booking for us to spend our last ever holiday as a couple. My wife has spent countless hours (over 12 hours to date) on the phone to even try to speak with someone. We have messaged on other channels as well without hearing back from BA. Every time we manage to speak to someone on the phone we are told the BA systems are down. The BA reps are also saying different things, sending us to other Departments, and we receive inconsistent and conflicting information. We managed to speak directly to the hotel who agreed to cancel free of charge as a gesture of good will also considering payment has not been processed. But now BA is saying the payment was made to the hotel - which is a lie, so nothing can be done. The reality is that BA does not want to take the phone and speak with Xpedia who is their middleman to sort the situation out. This is the worst customer service we will absolutely refrain from flying with BA ever again. We will also stop using American Express and their BA card as they are charging us £200 a year. Several years worth of points have now vanished. We are left with the most disgusting experience overall and personally will be suffering from this as my wife is now in a really bad state of mind for the remainder of the pregnancy. We will also let our network know that BA is the absolute worst and why and how they treat poorly their most loyal customers. I recommend against using any of the services of this company to anyone.”

Posted 2 years ago

“The worst traveling experience of my life. I was meant to get a connection flight but I missed it due BA delay in departing and also arriving. My flight was at 20:35. Since then I could not find anyone to help at the airport, I spent over 60 euro ringing your customer service line. Now is 6am of the next day. I could not leave the airport. I'm right now for 1h with BA staff trying to issue ticket at the service desk but the ticking department doesn't answer. That's absolutely outrageous. I have not slept or ate and there is absolutely nothing from BA side. Will never purchase tickets with BA ever again.”

Posted 2 years ago

“So, when British Airways over books a flight. Don't disagree, you'll get tossed off the flight.”

Posted 2 years ago

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British Airways is rated 1.8 based on 269 reviews