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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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 worse airline I have ever fly with , they lost my luggage after 4 hours delayed , the checked all passengers luggage’s to the different airline so my luggage has been lost for the 10 days now and the customer they have no idea where my luggage’s is and they don’t give you an option to do anything, pls do not fly with worse airline on the earth”

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Posted 2 years ago

“both flights delayed. Missed connection because of delay. Got a voucher for hotel and dinner. Both dreadful. Second Flight delayed because crew failed to show up. The entire experience was negative. I previously had good experiences on BA. I wont fly BA again, if i can choose another airline.”

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Posted 3 years ago

“very expensive tickets no customer services dirty seats unprofessional staff delete flight”

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Posted 3 years ago

“British airways is one of the most unreliable air lines I have ever dealth with. I just received an email saying that my flight on 22nd of December 2022 has been cancelled. They have offered me an alternative flight on 23rd of December 2022 instead, shortening my holiday for 1 day. I just rang customer service where I spoked with a lady. When I asked about refund for the one day of holiday I am losing she has put the phone down on me. This is not the first time when British Airways are dealing with their customer this way and I am beyond disappointed with their very unreliable serivice. Do not go for British Airways. Please chose other air lines because they way BA deals with their customers is absolutely unprofessional. Zero accountability from this company. I have booked my flights in February 2022 and now again being dissapointed by BA. I will never trust those airlines again with their flight offer.”

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Posted 3 years ago

“Company would not agree to changing a typo in the surname, insisted I had to book an ADDITIONAL flight Which I did £600 extra (only London to Turkey) Then could not accept payment as the system was down (I used paypal in the end) Then would not let me check in online since - guess what - my details were also on the other seat that it would not let me change the typo on my surname Interesting also - that it accepted all my passport docs, given name, surname, even those these were (slightly) different to the booked name (typo) HUGE queue at Gatwick - c3 hours of queue with only 4-5 people serving on one of the busiest weekends of the yeat- to check in - because I could not check in online - because it had insisted I spent an additional £600 to buy an additional seat which I did not need, to change a typo in my name!!! This was as poor a set of experiences as it was possible to have, huge stress, huge time wasted, huge money wasted Thank you (NOT) BA!”

British Airways 1 star review on 25th July 2022

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Posted 3 years ago

“I flew with my 6 year old son from Hyderabad, India to Denver, Colorado via Heathrow, London on July 21 2022. My flight from Hyderabad to London was delayed (Not sure what was the reason for delay) for 2 hours. Because of the delay, I missed my connecting flight from London to Denver. There was no help or guidance at Heathrow airport on what to next. Waited in line for almost 6 hours to talk to someone and they rebooked me for 23 July. My son has lot of food allergies and he really can't find many options to eat outside, so requested them to give me a flight for 22 at least and I told them that I would pay extra if needed. Customer service representative said that your are lucky to get the tickets for 23. I was looking BA website and I see that the tickets are available and when I mentioned about it to customer service representative, she said that is how BA makes money by overselling the tickets and will put the customer on standby when there are no tickets. At the end, I was forced to fly on 23. I have a Indian passport, for me to stay two days in London, I need to have a transit Visa and I don't have it. When I mentioned that to customer service representative, she said that I am fine and boarder security will let me go out as I am flying back on 23 and asked me to show the travel itinerary. I followed her recommendation and saw the security officer and he said that he can on allow me to go out for one day as per the procedure. I explained everything to the office and asked him for the options that are available for me. He was so helpful, he went and talked to his chain of command and let me go out for 2 days. BA representative gave the voucher for only for a day and asked me to pay for the second day and apply for repayment. It was British Airways mistake and not sure why they can't give the hotel for the entire stay, Imagine the people who did not have credit cards or enough money to pay for hotel and food. My Cousin lives in Hounslow and I was so lucky to him there as my son's food allergies we really can't eat outside. So, I called my cousin and stayed with him for 2 nights and came back to Denver, Colorado on 23 July. I have seen many other people missing their flights to Atlanta and some of them were flying with their elderly parents. One of the passenger got her ticket for 25th. I understand that the customer service representative were helping so many people, but they are mean and taking lot of time to help single customer. Overall it was the worst experience that I ever had and I would never use and recommend not to fly using British Airways.”

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Posted 3 years ago

“the worse company, the worse customer service, my fly was delay for 24 hours i received compensation credit card $800, but card empty no money, deceived , no answer to phones and emails . Never use more British Airways”

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Posted 3 years ago

“The reviews on this site for British Airways our ‘flag carrier’ airline are a national embarrassment. When will the CAA step in to sort out their failed customer services? Two months on, and no resolution to our cancelled Christmas flights. They are a disgrace.”

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Posted 3 years ago

“Last week BA employee Sammy Jo forced me to check in my hand luggage at the gate , despite being allowed a hand bag and a small suitcase. I was trying to explain that it was full of medication for my several serious health conditions . She was extremely rude , not empathetic and when she caused me a panic and asthma attacks (I was sitting there struggling to breathe) she told me I was "overreacting"! Dangerous and borderline sociopathic behaviour from this British Airways worker . When challenged by my fiancé she said "I am just doing my job"! (Nazis had the same excuse-they we're just following the orders...) They also managed to lose my checked in bag! That's why I insisted on not having my hand luggage snatched away from me at the gate in the first place . Turns out that when we boarded the plane half of the overhead lockers were empty!!! I will be contacting their CEO about this irresponsible, dangerous and unacceptable behaviour of Sammy Jo, who is clearly on a power trip and finds pleasure in humiliating BA customers! Do not ever fly with this disgusting airline!”

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Posted 3 years ago

“They used to be great. Used to be. Dreadful company who has forgotten how to deal with people in distress when they cancel flights last minute. Never again.”

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Posted 3 years ago

“Before you book with them I would advise you don't. What a horrific company. I am disabled and we booked flights with them in January 2022 to fly in December 2022. Now you expect there maybe some hours change maybe in flights. Oh no, wait until you get closer to the date, when you have sorted out accommodation, travel which when your disabled is not easy to do. Then they email you and tell you, hey due to operational reasons we have moved your Aiport and flight completely to a different airport 40 miles away. They do not offer you the ability to cancel and get a refund, or to rebook a flight. No that's it. When you ask them, what is the operational reason ? oh we are offering more flights now !. Wow, so what about my being disabled, nothing we can do. What about my never wanting to go to Gatwick airport due to how I was treated their before ? nothing we can do. What about the money I paid for seat choice ? oh well because you now have seats selected we wont do anything. Should you have offered me a refund ? No we don't have too. You don't care about customers at all. Your an embarrassment of a company and myself and my family will never book another flight with you ever and I will be contacting my card provider as not only this but the flight you have moved us too is over £1000 cheaper and you refuse to refund the difference. Its appalling, your appalling and you should be ashamed. You also need to sort your call centre staff out who are Absymal”

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Posted 3 years ago

“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.”

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Posted 3 years 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”

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Posted 3 years 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.”

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Posted 3 years 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.”

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Posted 3 years ago

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

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Posted 3 years ago

“Simply the best airline. Crew fabulous. Check in, a breeze, food really good, can not fault. I would go with them again for sure. So nice to be treated with politeness. Cant wait to book again.”

British Airways 5 star review on 11th June 2022

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Posted 3 years ago

“We were waiting for luggage for 45 min in Terminal 5. Very sloppy work BA.”

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Posted 3 years 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.”

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Posted 3 years ago

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

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Posted 3 years ago

British Airways is rated 1.7 based on 305 reviews