British Airways Reviews

Name: British Airways
Rating: 1.80

1.8 Rating 258 Reviews

18 %

of reviewers recommend British Airways

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1.8

Based on 258 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	1.5 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 9th May 2024

Anonymous

Anonymous // 01/01/2019

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

“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.”