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

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

“At 7.54 am on the day of travel whilst driving to London Heathrow I received an email advising my flight had been cancelled. I was offered an alternative flight with AA with downgrade to economy, which I had no alternative but to accept as I must travel today. I was flying to LA to see a family member who is end of life. I called the BA provided telephone number several times was offered no constructive assistance whatsoever. Wrong email address, total waste of time and It was a pointless call. I have been a BA frequent flyer for decades and have been a loyal customer. I now find I am travelling 14hours in Economy without even the possibility of a refund let alone an upgrade. This is completely unacceptable. What has happened to this company? I have had better treatment from Ryanair.”

Helpful Report

Posted 2 years ago

“Yes that feeling. Proud to be British. However, our snowboarding holiday has been ruined by BA losing our snowboard bag contains our boards, boots and snowboarding clothing! We are on the 5th day of our snowboarding holiday without our kit!! On arrival at Denver we were told our bag had not been loaded on the flight but would be sent the next day and shipped to our holiday accommodation. We understand this sometimes happens. We registered all our info that evening and were promised our bag would arrive the next day. Since then we have spent so much time trying to get hold of someone to confirm where our bag is and when it will arrive. You are incredibly hard to contact and after 45 mins + on the phone we are often cut off. Your representative in Delhi lied to us saying our bag was en route but he hadn’t even asked our name at that point!! He went on to offer us toothpaste! Seriously, BA?! We have tried every possible way to contact someone and yesterday, after a conversation with your chatbot, followed by a lengthy electronic ‘chat’ with another BA staff member we were told we have to wait a further 72 hrs for an update!!!! This has caused untold stress and upset for our first snowboarding holiday in 16 years. All our new kit is out there somewhere. We invested in all new gear, researching for weeks to get the correct kit. We wore our boots for weeks in the house to ‘break them in’. It’s an absolute disgrace BA and we couldn’t be more disappointed. We have had to hire boards and boots and buy clothing at great expense added to an already expensive holiday that we have saved up for over a very long time. This really is holiday hell and BA customer service has been disappointingly diabolical! We remain hopeful that our bag may join us in Denver before we leave in 5 days but alas I think this is a futile hope. We understand that this happens a lot with BA. We honestly don’t understand. The flight wasn’t even full and we checked our bags in early. If there is a human being there at BA with an ounce of compassion or sympathy for our situation, please help us find our bag! This may be our last snowboarding holiday as we may not be physically able to go again!! It really can’t be that difficult when you have such tight security and check in procedures?”

Helpful Report

Posted 2 years ago

“This flight was one of the worst I have ever had in my life. I wanted to pamper myself, so I bought business class. I was looking forward to my new experience. I will not mention the chaos of changing gates several times, as these things may happen. What surprised me was the lack of attention to passengers. The flight itself was delayed by almost 3 hours. Even though staff offered vouchers, we had no idea where to get them, and we were told that we only had about 10 minutes to use them because boarding had already begun. Firstly, I did not see anyone with the voucher, and secondly, even if we got it, we were not able to use it. When I finally got to the airport, there was another waiting for about 30 minutes after cross check. Meantime, we were told that due to problems, they did not load any food, so the flight will be without any food on board. The only food offered and given to everyone on the plane was a small bag of nuts. As a business class passenger, I was offered drinks only. All in all, my business class contained 3 small glasses of juice. This is the business class on British Airways. Due to their delay, I missed the last coach, so I had to order a taxi as I travelled to Slovakia. This cost me another 160€. I received no apology or compensation from the company at all. If this is business class with British Airways, I am more than happy to use cheap Ryanair or Wizzair instead. You will get the service you paid for. Unfortunately, I cannot say the same about British Airways. It was a disgraceful and cheap service for a very expensive price. I must admit that I have used them three times in my life, and every time I used them, there was a delay and an issue. Having had this experience, I would not recommend this company to even my worst enemy. A big shame on them.”

Helpful Report

Posted 2 years ago

“As a Spanish born individual living in England, I have been religiously using British Airways for over 3 decades now every single year, multiple times a year. Now I know how they treat their customers during any enquiry that requires them to put in a basic level of work, I will not be utilising their flights again. On the 12th January 2023 at roughly 12:30 I booked a flight for my son and I, to go to Alicante for a property related meeting. However, I was informed on the 17th January 2023 by my doctors that I am unable to fly due to an elbow operation I have had. As a result I decided to give my ticket to my daughter, calling up the Customer Service team for British Airways to make the change. On the 18th January 2023 at 13:45, they took my service enquiry call. There seemed to be some speech delay in the call, which presented a small bit of difficulty, however I also struggled to understand the support staff member on top of this delay. When requesting to change the name on one of the tickets to my daughters name I was told this is not within the policy, and that I would need to cancel the ticket and rebook it. I was encouraged to divide the booking so myself and my son were on two different booking reference numbers. I accepted this and was then asked if I would like to cancel the booking. I insisted I would need to know the total of the refund. It’s lucky I did ask to check this, as I was then informed it would be roughly £9.00. The total cost of my booking was £394.64, which comes to £197.32 per passenger; leaving my refund total at less than 3% of the value of my purchase. This is despite the seat not be abandoned. They would be loosing no money in the transaction as all that would be happening is my daughter would go instead of me. But according to BA and their policy, all I am entitled to out of a simple change of name is less than 3% refund even when I’m buying the ticket right back then and there on the phone (probably for more money than it was worth a week ago). I am disgusted at this blatant lack of disrespect. This is not a case of “can’t do anything”, it’s a case of the company “refuses to do anything”. It’s a clear example of terrible customer service and exploitation by a company that is only interested in doing the minimum amount of work and take as much of their customers money as they can.”

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Posted 2 years ago

“The experience with British Airways is the worst, in the second part of our trip to Milan after paying first class we were thrown to the last 5 seats of the airplane. we returned to Miami in jan 6, and out of 14 bags 12 are still MISSING! (two days after) The customer service representative was rough and maleducated( Mrs Jaquindr) In my opinion the whole business perspective and customer satisfaction is lost.”

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Posted 2 years ago

“HOURS on the phone to sort out flight changes. 3 different people and then THEY CUT YOU OFF every time!!! OVER AND OVER AGAIN BA customer service appears unfit for purpose. Nice enough folk but really. It's the 21st century. Get your act together.”

Helpful Report

Posted 2 years ago

“My first, and definitely last, time to fly with BA. First the positives, Airhostesses are friendly but really that's it!! The plane was cold, we were shivering, who is in the right mind would switch on aircon in January!! They gave light blankets but they were not good enough. Meals were so basic. Entertainment system was sub-basic, you can for sure find better videos on YouTube. Luggage is delayed, today is day 6 and BA staff over the phone say "call after 72 hours", all our cloths and kids cloths are in the suitcases, we wash what we had of cloths when they are in school and now weekend is coming so not sure what to do. Supervisor refused to talk "they are busy and can't talk to you right now". Tracking system is very vague, had to extract information from staff that they arrived to Vancouver on Jan 2nd but BA staff are just not bothered to hand them over to the delivery company. Told lady that our medications in the baggage, kids textbooks but in cold voice she replied "call back after 72 hours". I offered to collect baggage by myself but again very vague answer "call the Airport", asked her for BA phone number at YVR but she said "we don't have a phone number for you to call, call the main Airport". They seem to think this is funny and not appreciating the difficulty we are going through. Their policy states you cannot make a claim only after 21 days, would their CEO accepts their baggage going missing for 21 days? Honestly just avoid, not worth the price or the hassle, go for one or even two more transits but don't go through this stressful nonsense. I am willing to provide baggage tracking but I am sure nobody will communicate as simply they don't care.”

Helpful Report

Posted 2 years ago

“The worst customer service ever. They lost our suitcase 13 days ago and we have not news still. They ruined my Christmas holidays. I will never travel with BA again”

Helpful Report

Posted 2 years ago

“Why you did not resolved my baggage delayed claim! here is my case no. 23695996. It has been 3 months! Gosh”

Helpful Report

Posted 2 years ago

“What’s going on with BA customer services?? Taken 3 years to process refund, paid eventually into a now closed account. Bank can return money but only with the consent of BA. BA point blank refusing to communicate with the bank so we now have no way of getting our £1000 back!”

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Posted 2 years ago

“British Airways’ “business class” to Madrid is a fraud. Scamming people to think it’s business when it’s nothing but the front rows. No extra legroom, and the seat hardly reclines. Scam.”

Helpful Report

Posted 2 years ago

“We paid £250 so we could guarantee to sit together on our long transatlantic flight in the summer. Shocked to get on the plane to find that we weren't getting our promised seats and were sitting in different places on the plane. I've been trying to get hold of them to get a refund on the money we paid for the seats since we got back at the end of August (it's now mid-December). After emailing, calling and writing I've finally had a short impolite resonse to say we aren't entitled to a refund. Absolute rip off and awful customer service - I've spent ages trying to get a response from them and now finally this curt unhelpful reply. I think it's fair enough to ask for a refund on a service that was paid for and not provided.”

Helpful Report

Posted 2 years ago

“Lost one of my baggages due to delay in connecting flight and they put us to another airline during transit in Heathrow. Will never fly with BA ever again.”

Helpful Report

Posted 2 years ago

“Absolutely worst experience we have ever had as a family. We have flown multiple times around the world, and British Airways have no consideration for passengers and they comfort.”

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Posted 2 years ago

“Experience in buying flight ticket direct from British Airways. If the flight is cancelled by BA, do not replace to voucher. Instead, Ask for a refund, to buy a new ticket. Voucher,especially future vouchers, are very difficult to use for booking new flights. If you are able to book a new flight, you will not be given an e-ticket until 24 hour before departure, but e-ticket will be offered at a price 3 times the online price! Be careful with traps like that. Finally, I asked for a refund and BA promised to return my money, but until now (more than 2 months) the refund has not been credited to my credit card!”

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Posted 2 years ago

“I had booked about 5 months before my trip to India which ended a few days ago.. I bought a return ticket from Amsterdam to Lucknow via London and Delhi.. Onward journey went good.. My return journey was after a month.. At the last moment when I was checking in in Lucknow for Delhi, I was informed by Vistara Airlines if I knew about my flight from Delhi to London at 03000hours was cancelled and rebooked to leave Delhi at 1055 instead of 0300 as was originally booked by me. I was not informed.. British Airways had my email address and my mobile number.. They never called me and I never received any email about the change.. I am 81 years old person... British Airways expected me hang around for about 18 hours to board BA flight to London!!!. When I talked to their customer service and requested to provide me hotel accommodation or entry to lounge at the airport they refused.. My son who lives in Mumbai also requested Customer service of British Airways to help his 81 years old father with night accommodation so he could rest, they refused... I was so distressed and my BP shot up..I could have died.. They didn't care for my life at all...”

Helpful Report

Posted 2 years ago

“In May, we booked first class seats with BA through American Airlines. {BTW, American has top notch customer service and when you make a change, refunds happen automatically and seamlessly.} We got Covid in Amsterdam and had to stay longer than expected. Therefore, we had to change our flights twice, ultimately flying AA. I waited a couple of months for my refund from British Airways and finally called. I was told I had to email my request which I did along with my receipts. After multiple requests they have refunded about half of what they owe me. But the clincher is you cannot talk to anyone about a problem and even email replies say "Please don’t hit ‘reply’". Customer service is literally non-existent. I have emailed the execs whose email I have found online and once again received a "Please don’t hit ‘reply’" email, standard response saying, in essence, "you will hear from us when we get around to it". Truly, I have had better customer service from cut-rate domestic airlines in Mexico than from BA. I urge everyone to use any other airline if at all possible.”

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Posted 2 years ago

“Beyond disgusted with the fact that my baggage has yet to be delivered to me after 5 weeks of emails and calls to BA. Two pieces reported 29th September. BA responses are generic non specific and all attempts to speak to a customer service worker are obstructed. All this from an airline touting its values and claiming yo be one of the best in the world. Disgraceful does not fully describe their customer service.”

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Posted 2 years ago

“Firstly, I started the day in a 45 minute queue to drop my bag off in Manchester airport. BA have 6 desks, and 2 were open. A nice stressful queue to start the day. Cue an hour delay on our flight to Heathrow. Nevermind I thought, our flight from Heathrow is in 3 hours so it will be fine. Got to Heathrow and our flight to Las Vegas was also delayed by an hour. On this 11 hour transatlantic flight; I had my worst ever long haul experience and I would never recommend that anyone flies with British Airways. Our flight was at 4pm (UK time), the first meal came round about 2 hours anto the flight, they get to us and say they only have vegetarian left, this isn't acceptable. Then 3 hours into the flight they turn the lights off and turn the heating up high. It's 7:30 in the evening. They clearly want everyone to sleep so they don't have to do their jobs and serve us. I can't sleep in that heat and I'm on my way to Vegas so was watching a film or two. I asked for some more alcoholic drinks as I'm going to Vegas and would like to go out when I arrive (nothing excessive, just leisurely beers watching a few films). I'm told that the bar is closed because they need to save the stock for the return journey. This is 3 hours into a 11 hour flight to VEGAS and they don't have alcohol. This is APPALLING Service. Then 2 hours before we are due to land (1am UK time) the light get turned on bright and they come round with more poor food. Plus this time, one of the air stewards who was a rather large gentleman, showed us the top of his buttocks while bending over into the trolly. This was a very unpleasant and nauseating sight. The crux of the matter is BA doesn't seem to like or look after its customers, there are lots of good haul airlines out there. As an Englishman, it upsets me to say the my home country's airline is the worst I've ever used for long haul.”

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Posted 2 years ago

“I have been waiting since April for £1028 delay compensation and BA for reasons best known to them haven't paid despite ne having provided them with my bank details. I have completed almost every day to BA customer service but they say they can't force the payment's department to pay up. Absolutely despicable customer service”

Helpful Report

Posted 2 years ago

British Airways is rated 1.7 based on 305 reviews