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

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“Their site was easy and understandable. Did not need to query 'what do they mean' at any point. Constant updates. Clear graphics, hence holiday booked.”

Helpful Report

Posted 7 years ago

“Able to book all aspects of NY trip + great app.”

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Posted 7 years ago

“fast and efficient service, website easy to follow”

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Posted 8 years ago

“very good phone app, easy to use and understand quick email response perfect costumer service flights never late”

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Posted 8 years ago

“This airline is atrocious in more ways than one, however their customer service really is all-out abysmal. Their call centre service is outsourced (possibly to India), and the connection has been bad on every occasion that I have called. I spoke to two customer service agents yesterday and both were (despite their best efforts) totally unprepared to deal with my call and communicate with me effectively and professionally. I had a question concerning ID requirements on a domestic flight for myself and my non-British co-traveller. Initially the first agent falteringly read the API page on the website to me, then told me no non-UK form of ID was acceptable on domestic flights (once I had reminded him that London-Belfast is a domestic flight) and that we should contact the Embassy of the non-UK citizen travelling (he does not have a passport available this month owing to a visa renewal)... The second customer agent said (as far as I could understand, as there were major communication difficulties) that only a passport would be acceptable as ID for my co-traveller. I understand that BA has gone cheap-as-chips under IAG's management, but really, the level of contempt it must have towards its passengers to offer no reliable customer service (their existing service is truly not fit for purpose, even though there are, of course, many high-quality call centres in India), especially after the shocking IT meltdown in May, is chilling.”

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Posted 8 years ago

“Pleasant in flight staff, decent meal on long haul flights, willingness to resolve issues.”

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Posted 8 years ago

“The layout is very clear, very good website overall.”

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Posted 8 years ago

“Very far from perfect but so much better than the charter and low-cost airlines WHEN travelling in business class.”

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Posted 8 years ago

“My experience of BA customer service is absolutely terrible. I have a flight booked for next week but after at least 10 conversations with Customer Service I am still waiting for my e-ticket. I have been told of 4 occasions to expect a call to resolve the matter but no-one has called me back. I have spent hours trying to resolve the issue and it looks like I will be purchasing another ticket from a rival airline. Although I am an executive club member I will never use BA again which is sad as I always try to support British companies when I can.”

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Posted 8 years ago

“My wife developed a hip problem before our flight. We requested assistance at the airports. The ground staff and aircrew went out of their way to look sfter us and make the flight possible.”

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Posted 8 years ago

“Awful service”

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Posted 8 years ago

“A little background....in 1997 I spent 6 horrible months in Tokyo working on a project that I hated. A couple of years later, I was sent back at short notice for a couple of weeks. I was not looking forward to it. As the land around Heathrow disappeared into the distance, I'm afraid the tears started to well up and I started to blub (but quietly....I was a 30-year-old guy after all). Anyway, the cabin crew must have noticed, because even in my tight economy class seat they were sooo kind and pleasant. A special word of thanks to Andrew Clements who was magnificent. I hope he's still there and dispensing tea and sympathy to the unhappy.”

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Posted 9 years ago

“Cancelled my flight, I booked a new one with them for the same night and same return destination and they won't cover the difference.”

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Posted 9 years ago

“I had an issue that needed to be sorted phone my agent they were closed and said to contact the airline directly, so I did that. Spoke to a Indian named Naveen who said to have done and processed something. Phoned the next day as hadn't received boarding pass they confirmed he had cancelled us off all of our flights but the manager kept contradicting herself by saying he had processed what had been said but then saying he didn't do anything on the system and I need to go back to my agent to sort it out baring in mind this is one hour before flying from Athens and I was in the UK after 4 hours of being on hold and talking to the manager I did what she asked and went to my agent, they confirmed because BA had made amendments there was nothing they could do. Called the manager back out wait 13.50pm in the afternoon she had gone home so couldn't discuss this anymore and asked to speak to someone British as I kept having to repeat myself, ended up in me spending £900 on top of my flights! All my years holiday money saved gone! Do not fly with @British_Airways!”

Helpful Report

Posted 9 years ago

“We initially had a terrible experience as BA suddenly altered the original price of changing a booking after they had actually changed the booking, leaving us with no choice but to purchase it at the increased fare as we had already completed the 1st leg of the trip. We were assured by the customer service rep that upon our return to the UK we would be refunded the disputed amount if we put in a complaint, This refund was issued immediately. We expected that getting this refund would be a painful process, but it was simple, straightforward and prompt.”

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Posted 9 years ago

“Lounges were terrible and plates not cleared away No ice for cold drinks”

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Posted 9 years ago

“Bought a business class ticket, was downgraded to economy because of flight delays..on my way back was downgraded to economy again I guess an error happened by the booking agent originally on the return flight..filed a complaint and asked for a refund after the trip has been completed..customer service agent said I have to wait..been waiting for many months with no refund and everytime I contact them they say the refund team is backed up because they have many complaints..had to chase them on Twitter!!”

Helpful Report

Posted 9 years ago

“I missed my outbound flight with BA to luxembourg and decided to take a cheap easyjet flight next morning. I tried to chek in for my return flight with BA online and the website was non-responsive all day. No error messages, no notification. I showed up at luxembourg airport to take the return flight with BA to find out they had cancelled my ticket. I went to the ticket office who said they cant help me but sell me another ticket for €470, maybe I should call customer service. I tried calling customer service and it took them around 25 minutes to answer the phone who then said its their policy to cancel return flight if I dont take the outbound and the best they can do is to transfer me the sales team to sell me another ticket. I was waiting for the transfer for 20 minutes in which time trying to buy the ticket at the sales office who couldnt connect to BA server and was having technical problems. At this time they were telling me its too late to buy the ticket as there was an hour left for the flight. I tried speaking to the staff at the checkin desk to see if there is still time as it was the last flight home. the staff treated me as I did something really wrong, very rude and deffinetly not helpful. I managed to connect to the internet on my phone a quickly buy a ticket for €500, and as I press the buy button on my phone I was asking the staff if they are going to let me check in if I buy this ticket as they knew the situation I was in. I didnt want to buy it and get told that I cant take the flight. Their response with a condesending attutude was 'get in the queue and we'll see'. I bought it anyway and luckyliy I was able to check in. I obviously understand now that its the standard procedure to cancel return flights if outbound is missed but the least they could have done is let me know by email soon as it was cancelled so I could have bought a €50 return ticket with easyjet. I was shocked to see that none of the staff cared if I was stuck at the airport for the night and all they cared for was trying to sell me an expensive ticket. Awful behaviour that you would expect from Ryanair but not BA. Obviously there is not much difference between them morally.”

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Posted 9 years ago

“The customer service at British airways is appalling, the check in staff lost our passport and it's being 1 month now and they have still not compensated us for canceling our flight and all the inconviniences they have caused me and my family”

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Posted 9 years ago

“Flight was good, however as with all planes the legroom is poor if over 6 foot. My case was smashed and cracked flying from Gatwick to Venice, however as soon as home BA replaced it with no quibble and very quickly. I would definitely fly BA again”

Helpful Report

Posted 9 years ago

British Airways is rated 1.7 based on 305 reviews