British Airways Reviews

Name: British Airways
Rating: 1.73

1.7 Rating 297 Reviews

16 %

of reviewers recommend British Airways

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1.7

Based on 297 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

“The trauma that I have experience today at the hands of your airline is incomprehensible. I am still in shock. And when I say trauma I mean that I will remember this day forever as not only the worst travel experience I’ve ever had but one of the worst days of my life. The incompetence, and it’s rampant in all directions. Do not be fooled by this airline. Absolutely god awful. Where to begin: 1. Flight was booked first class and they added my infant but neglected to actually issue a ticket to her. We didn’t know any better, when we booked initially we trusted the process not anticipating the ball being dropped by the airline in such a massive way. So we nearly missed the flight but, luckily we devoted 3 hours of our vacation to customer service where some nice ladies in ticketing were able to recover this massive error and save the flight for us. Onto the next error… 2. This one is minor but still highlights the incompetence and is a piece of the story. On its own; its minor but connected with the rest of our experience it is significant. So - our baby’s stroller was gate checked and we were told it would be at the bottom of the flight when we de boarded. But instead of bringing it to us like they said, I waited outside on the tarmac for it until they determined that they actually sent it through to baggage claim. I love holding my baby but she is 10 months and pretty heavy for my after a while. Going through customs and waiting on bags added up to 45 mins to an hour of straight holding her while juggling bags. I almost dropped her several times because my arms were simply giving out. It was beyond difficult. I didn’t plain to use her carrier or anything because, again, we trusted what we were told and we thought we would have the stroller. 3. Next - 1st flight was booked from NYC to LHR, but our connection to final destination was from Gatwick airport. This was organized by the airline and we trusted what was sold to us and their process again. So we took a $190 transfer taxi to the other airport after we landed only to find out they canceled the flight. So we arrive to the airport with no flight but we’re rebooked with my husband leaving tonight and me and my baby leaving tomorrow…. So our family was separated? Mind you both flights were set to leave from the airport we just came from. 4. We go to agents to ask for help and spent 2 hours there to ultimately be told “youve been helped” ie flights listed above, which would clearly be unacceptable for parents traveling abroad with a infant under a year. Plus at that point we were offered no hotel accommodations, no vouchers for food, no transfer service, nothing) and we’re told “my shift is ending so I’m leaving” and we were just dumbfounded. So we took another $200 transfer back to first airport. Mind you all long this entire time we’re calling the help line, where for the first hour we were told it was closed (automated recording saying it was down). It finally worked, but we were hung up on - and i counted - 9 times. Not like out of anger - but maybe just laziness, or not knowing what to do, or maybe their phone service and technology is that unreliable. Each time we called back only to go through the tortuous exercise of retelling the situation), only to no avail and to just be hung up on mid-conversation. 5. We get back to LHR and were told we could fly standby, but earliest we could get on a flight was tomorrow. The agents there offered food and hotel. And when we said we were going to lose our car rental and lose a night of prepaid hotel, we were just told to “submit a claim” with no real details or reassurance or timeline for refund or that it actually worked. 6. We agreed to try for standby so we waited where we were told for 2 additional hours. We stayed within eye sight of agents in standby area, and kept checking with them every few mins and came back each time we were told to see if there were any updates. At the final closing chance, they told us they had gotten us seats. So we pack the baby all up and set up our bags only to find out “oh sorry I was looking at tomorrows flight - you’re booked on that one”… 7. Then another girl came out sometime later and said “actually they’ve just told me we can get you through tonight” so we check all our bags and rush to security only to be denied entrance because it was “too late”. The left hand clearly does not communicate with the right hand around here. And to top it off, Ironically, they had already sent all our bags through. 8. That above was at 7:45pm and it is now 10:45pm and my infant has been here all day and we have still not been able to claim our bags back. My baby has no food, no formula, no more diapers because the rest of what she needed was in our checked luggage which we were supposed to already have access to by now. SOMEWHERE between the millionth errors of this incompetent airline they have actually LOST our luggage even though we have gone NO WHERE. 9. In addition to the above, just to drive it home, when my husband went to baggage inquiries to try and retrieve the missing luggage initially, he had our carry-on bags with him. As one would. When he got there, they told him that they had to individually search our carry-on luggage for whatever reason that no one will explain to me. At the time, I was waiting at a coffee shop with my baby because she was sleeping (finally). But I soon got a call from my husband telling me the agents told him that if I didn’t come down there to get my items that they were going to “destroy the bags”. Something about him not being allowed to go through where he needed to go to pick up the bags (that they sent in error) bringing our carry on luggage… even though it had already passed security 3 times this experience. I’m still at a loss and truly shocked that I would be told my things were going to be destroyed. Why would that language be used, especially considering the context of the situation. 10. The luggage is still lost and it is 11pm. We have spent far too much money to have an experience like this and for no one to be accountable to make amends and fix it in a way that feels fair and appropriate to the damaged caused. This was my first ever flight with my baby and I feel like this airline stole something extremely significant from my life. 11. Update - they finally found our bags and it’s 11:10pmBut naturally, in seemingly true BA fashion, the shuttle they gave us a voucher for to the hotel had its last run at 11pm.”

Helpful Report

Posted 1 year ago

“Worst experience ever! Canceled my flight last minute amid my long international flight. The next flight they rebooked for me has a 10 hour waiting time. This is so unprofessional!! Choose another airline in future.”

Helpful Report

Posted 1 year ago

“British Airways have virtually. on existent customer service . The phone lines take ages to get through to someone and I have spent nearly 10 hours simply trying to change a ticket . The BA now stands for Bloody Awful .”

Helpful Report

Posted 1 year ago

“Really bad. Flight was to Istanbul but they asked for visa for Egipt. When landed they handed me another flight without asking. I paid extra for window seat but now I got middle seat without refund. Missing my last flight and have to spend another night in aerport because of this flight they send me to. Dont know where my luggage is.”

Helpful Report

Posted 1 year ago

“Really horrible experience again, third time they have lost my baggage…”

Helpful Report

Posted 1 year ago

“After travelling to Peru with 14 paramedics to participate in a charity trek, my luggage arrived 7 days after me. When attempting to collect my luggage, mine was the only one not to arrive. I immediately sought help and was informed to make a claim online. When my bag finally arrived 7 days later, the lock had been forced open, and everything inside the case was searched. They emptied my 1st aid kit and toiletries and threw all my clothing about, I felt completely violated. I have been treated appallingly from start to finish. For a month, I have been back and forth to British Airways, yet today stated, it is not their fault. This is utterly disgusting treatment!”

Helpful Report

Posted 1 year ago

“We booked a British Airways flight in February, 2023 through Expedia. The flight was scheduled for June 3rd at 10:40am. Cost was $287.20 for two people. Additionally we paid $34.00 for seat selection. On the evening of June 2nd we received an email the flight was cancelled. Now, we were in Amsterdam. Our computer was at the hotel, we were out touring all day. We returned to find this out and they booked us for a flight on June 4th at 11:35PM. Since we had a one week tour scheduled starting the morning of June 4th at 8:00am, we had to leave June 3rd. We tried calling, spent an hour on hold, to be told we couldn't cancel or change the flight through British Airways. They said they had no other flights for June 3rd. We called Expedia, we waited another hour to hour and a half, to get hold of an agent who said they would call on our behalf. Another hour went by before they called back. The only flight they could get us on was British Airways at 7:40pm, June 3rd FOR ANOTHER $916.60. Also, we lost our prepaid seats. It was that or nothing. This was for basic economy seats and a one hour and 15 minute flight. We were appalled. We had no choice or we would miss our one week pre-paid tour of England. We booked it. We never received our original funds back. At 10:30pm we were exhausted. First, what gave them the right to rebook our time then charge us for cancelling? Why didn't they give us a choice of flights? Why did they charge us this exorbitant amount? Second, this left us no time to find lodging, our hotel was booked. Our total cost for basic economy seats and a one hour and fifteen minute flight, came to $1240.80. Later we found out they cancelled another persons flight on our tour the day before they were to fly to London from the USA and subsequently lost their luggage. A week later, at the end of our tour, their luggage arrived in time to go home.”

Helpful Report

Posted 1 year ago

“Worth bad experience I have ever get it only one trip first one it cancel and we can’t get anther on in a week we went for 2 nd one is late almost 2 hours and connection flight also late 2 hours ohh finally we arrived but where is out bags it’s been lost It was nightmare Never try it again”

Helpful Report

Posted 1 year ago

“I was traveling from Nassau to Israel with a layover taking place in Heathrow in London. The flight boarded after a delay of 45min. Me knowing that I have a disease ,that I take pills daily to avoid pain,asked the flight attendant Jeniffer Plimmer employee #155044 (that’s the name and the number she gave me) What’s the delay estimate. She was not clear I tried to ask her again and again, but she was answering generic answers instead of really listening to my problem. When I was finally shared my heath problem , she didn’t even let me finish a sentence with out cutting me in the middle and even after I mentioned it she giggled in my face ignoring my issue i asked her to sleep to someone else and she told me that she is the one that managing the aircraft and there is no one else to talk to when I called anther guy name Jose she was interacting me to speak cutting me again in my middle of me speaking, I told her that I have no interest to speak to her because she is ignoring my issues. She was arrogant enough to laugh in face trying to make my issue look like a joke . All I was trying to do is get the right information so I’m not going to hurt my body since I take pills on a daily base Please take this compline seriously because next time it can be a person that is less responsible to his health and can hurt himself or warts. Personally I don’t think that Jeniffer Plimmer can take care of costumers specially not to be a manager.”

Helpful Report

Posted 1 year ago

“Your Air Hostess, Vanessa, provided an excellent customer service from London Gatwick to Kingston Jamaica on 3 May 2023 and well deserve an award - pay rise, promotion or both.”

Helpful Report

Posted 1 year ago

“British Airways cancelled our return flight and with less than 48 hours notice, and managed to lose our luggage (eventually found days later) on the return leg we did eventually take. These issues were ridiculous enough, but I believe British Airways still owes us compensation under the Canada Transportation Act, and the customer service experience they've provided in pursuing these claims has been another level of insulting. I filed the above noted claims over 60 days ago and not received so much as a reply from their mysterious "Customer Relations" department, who Customs Service keeps telling me nobody can contact directly, not even Customer Service agents themselves. Time after time I've been told their timeframe for handling cases is 3 - 6 weeks, but we're well past that, with nary a care from the company. Customer Service keeps telling me they'll escalate it and I'll hear back from Customer Relations within 7 days or something to that effect. It's been "escalates" 3 times now, and I've not heard back. They claim that a manager will call me back within a day to discuss my complaint, and it never happens. While these are outrageous customer service experiences to begin with, I also believe that British Airways' handling of these complaints violates my consumer rights. According to Canada's Air Passenger Protection Regulations, "The airline has 30 days to respond by issuing a payment or indicating why it believes compensation is not owed." As it's been 60 days now, I'm forced to conclude that British Airways has no regard for the regulations it is beholden to as a common carrier operating in Canadian jurisdiction.”

Helpful Report

Posted 1 year ago

“Our flight was suddenly cancelled by BA at Prague airport offering a flight for the NEXT day. Stranded at Prague Airport, unable to get trough to BA - their booth was closed, we had to buy EASYJET flights for later that night to get home to London. As for BA there was only an online claim form which we filled out, because we also had to arrive at Gatwick not Heathrow, so our friends picking us up at Heathrow had to leave – an expensive taxi home instead. Tried calling up on their ‘customer care line’ about refunds many, many times, but all you get is “we are too busy, try another time” message – only you never get through. About a month later, received a PAYPAL refund for a fraction of what we had to pay, around 200 pounds instead of nearly, 700! Still not able to get through. Zero customer service and still out of pocket. Cancellations happen, and aside from the stress and inconvenience you shouldn't be out of pocket for getting yourself home safely. To add insult to injury they sent us an auto-email asking 'How was your flight?" Still unable to contact this airline...not so much 'customer care' as 'customer, I don't care'.”

Helpful Report

Posted 2 years ago

“1.We arrived late to LHR because we did not leave on time from DC. We lost our flight in LHR to LIN at 7:20a and we were told to wait until 2pm and we got 10 pounds to spend. I had to beg to get be listened in the Cus. serv. counter. In Italy my family waited from 10 to 3pm and had to travel between airports LIN to MXP (68.1 km). BA cust.serv. also gave me the wrong information about my luggage they said y belongings will go where we go. 2.Lost luggage. We did not have luggage for our entire 7 days tours in Italy. I spent my tours vacation time exchanged several emails with the BA and the delivery company because the receiver address had a typo. 3.Finally, our return flight to DC was delayed almost 1 hour waiting seated the airplane just because the Capitan decided it was an emergency to wait for the family that needed to get their taxes refund to get their luggage from the airplane. I filed a complaint after my trip and we got less of what we spend just in our flight (1), evoucher for our luggages, $70 coupon and 50 euros on personal items for the 8 days- our luggages were delivered 5 days after arrived.”

Helpful Report

Posted 2 years ago

“Worst airline to fly with and loose your bags - no central lost and found . We had travelled from jfk to Cairo with a short layover in London Heathrow. Today is 18th day calling and being asked to call London and Cairo in addition to USA (my phone bill is approx $300 in last two weeks or so ) with no one knowing what to do in terms of locating my bag and getting it to me and worse part is they couldn’t care less about you getting your belongings. If anything they don’t want to do even the bear minimum on their part for the looking for the bag and instead encouraging us to file a claim after 21 days so we can get reimbursed”

Helpful Report

Posted 2 years ago

“British Airways will be your worse airline to choose, one star rating is even too much for them! They deny you check in and only give you one reason which is flight is not accepting passengers anymore! Their customer service even worse! It’s literally a waste of time to even write in because they wouldn’t bother and will only keep telling you the same thing. International airlines but the service the attitude is worse than EasyJet. I make a wrong decision to go with British Airways and it has since been blacklisted by me. I have flew with SIA, Qatar and Asiana and the service was superb superb fantastic so I’m so shocked with BA, terrible airline”

Helpful Report

Posted 2 years ago

“Flight got delayed in first place and then same flight got cancelled. The customer care team did not offer suitable options to fly in time and now for claim and compensation they are not ready to pay all expenses accrued due to delay and cancellation.”

Helpful Report

Posted 2 years ago

“Appalling customer service, agents hanging up on you, not willing to work, giving attitude to the clients when they can't even speak English properly, and management not even picking up the calls - BA should be ashamed of themselves”

Helpful Report

Posted 2 years ago

“Avoid at all costs. Absolutely no customer service.”

Helpful Report

Posted 2 years ago

“The irony of airlines. I booked a ticket with British Airways, and I wanted to change the ticket from my wife's name to my son's as we changed travel arrangements. I was told they had a policy preventing this and admitted that the low-budget airlines allowed changes to be made. They were right, as easyJet was very helpful and changed it immediately. I thought providing a better service was implied when paying a premium price. I guess not.”

Helpful Report

Posted 2 years ago

“In December of 2022 I was down grated from Business Class to coach because they over sold the flight. While I understand that these things happen, I don’t understand why they are refusing to reimburse me the difference in the tickets. I paid thousands of dollars for my business class trip to South Africa from New York. I have called, emailed, sent letters and they still have failed to reimburse me. I will never fly their airline again!”

Helpful Report

Posted 2 years ago

British Airways is rated 1.7 based on 297 reviews