British Airways Reviews

Name: British Airways
Rating: 1.71

1.7 Rating 305 Reviews

16 %

of reviewers recommend British Airways

Company Reviews

Questions

Metrics

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

Visit Website

Phone:

ph:+44-844-4930750

Write Your review

Tell us how British Airways made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“So I want to take a moment to complain about the terrible service my mum got from British Airways (England-Poland). First of all 2 weeks before their flight it was cancelled and they had to rebook a flight that wasn't direct and had a stop within it. Also rather then coming back on the 12th they had to come back on the 11th so they already lost 1 day. When they got to the airport British Airways couldn't find their tickets (ended up waiting 1hour and 30minutes to find/print the tickets) so they ended up being late for their flight and missing it completely. They spent another 2hours and 30minutes waiting for another flight which got them to Munich however, they were delayed again and ended up being late for their flight to Poland and missing it again. In Munich they had to wait another 8hours before they could get another flight to Poland. They finally got to Poland at 1am the next day.... What a Joke, They lost a whole day and had nothing but stress and a negative emotional rollercoaster... Would definitely NOT recommend British Airways to anyone”

Helpful Report

Posted 3 years ago

“Just flew Buisness class Jnb to LHR. Shocking to say the least. Just sooo bad. Avoid this airline if at all possible. Connecting flight cancelled at short notice. Given a new flight that arrived in Jnb too late had to book on Flysafair which was fine.”

Helpful Report

Posted 3 years ago

“I am trying to reschedule the holiday that you have cancelled. You keep cutting my calls off and it is difficult to get some help. I have been a customer of BA for over 30 years & a silver member. I find the whole situation frustrating and difficult”

Helpful Report

Posted 3 years ago

“I haven't even started my holiday and I am NOT having a positive experience so far. They contacted me several weeks ago to inform me that the hotel I am due to stay in has building works nearby and wondered if I wanted to change hotels, I did. I changed hotels and was told that the change would be reflected in Manage My Booking - no such change has happened. I need to change my husband's surname but again can't get through to change it. They don't have an option in the MMB area to do this independently - TUI do as I have just had to do the same with them for another holiday.”

Helpful Report

Posted 3 years ago

“been trying to sort of my flights for ages and theres no way of contacting British airways.. tried calling but they hang up and say that unless I'm flying in 8 weeks time to not call but they dont even ask when I'm flying! then tried to chat but theres only a chatbot which is no help whatsoever, I've left countless of emails and messages but they reply with no help after weeks therefore again not helping, I've spent countless hours trying to sort out a stupid problem British airways needs to sort this out it is hell!!”

Helpful Report

Posted 3 years ago

“The communication between us, the passengers, and the BA team was awful. We were promised a 30 minute delay, which turned into a 2 hour delay. We were not being kept updated on the delay at all, leaving us all stranded at the airport. In the early morning hours we were told the flight would be moved. We were not informed of a time and we were not informed on what will happen to us.We were sent to collect our baggage. After we all collected our baggage, we were told we would be checked into a hotel. We weren't told were, just that we had to go to the bus stop. Once there, a woman claiming to be the manager, told us she didn't have the resources to find us a bus or a hotel and that we would have to make our own arrangements. I did not habe enough money for a hotel or transport, so I was stranded at the airport until 4 am. At this time passengers from my flight were returning from a bus they were told to take. They said the bus drove around for an hour and just dropped them back at the airport. I was terrified, because I had nowhere to go and I am on chronic medication, which I could not take. I was feeling sick and tired and so confused. It was terrible and I felt abandoned. At least 40 people were stuck at the airport with me. We had nowhere to go and security kept sending us out into the freezing cold because they didn't want us loitering in the airport. At 5 am in the morning we were told to get on a bus. We weren't told where we were going and I kept trying to explain I can't afford a hotel anyway. Finally a lady promised us we would not have to pay and said the found a hotel for us. I felt like I had some infectious disease, because the people in charge were incredibly rude and shoved me into an overcrowded bus. When I tried to find out what was happening, I was scoffed at and shrugged off. We got to the hotel at just before 6am. The hotel was great and the staff were friendly. The total opposite of BA and airport staff. I would have been fine at this point, but the next day, we were informed a shuttle would collect us at 4pm. That was pretty late for check in, but we felt we could make it. The bus was never arranged for us! At 4pm we kept calling and a shuttle was scheduled for 4:30pm. It didn't show. Another bus was arranged for 5 pm and it only showed up at 5:20pm. I was in a panic as I was very late for check in. After check in at the airport which was at 18:30 pm, we were told the flight was delayed to 22:15pm! We could have been spared so much stress if BA had just kept us properly informed! After getting onto the plane we were delayed by another hoir because BA confused our baggage with another BA flight. All in all the most terrible and frightening travel experience I have ever had. The situation was handled terribly and we as passengers were treated with no respect or even an after thought. I will never in my life fly with BA again. I will never recommend BA to anyone. Looking back now, I would have cancelled my flight with BA on that first day and travelled with another airline. My family was worried about me and my safety. PLEASE DO BETTER. WE ARE PEOPLE TOO!”

Helpful Report

Posted 3 years ago

“Really gone down hill - I travel with many airlines. Even the budget airlines are doing better that BA these days. My recent experience at Terminal 5 was abysmal! Delays embarking - no explanations - stood on the transit to the plane for 25 mins - asked staff why and were met with rude responses. Delays at baggage drop - staff chatting no explanation. Delays on return - no bay ready after hours of delays for baggage or some nonsense!! They have their own terminal and cannot run it smoothly - it’s really very poor. All of our connecting airlines ran as smooth as silk! BA, have a word with yourself.”

Helpful Report

Posted 3 years ago

“If I could give no stars I would have....BA are an absolute joke....I originally booked flights only in August 2021 in October they changed our flight to Heathrow as no longer flew from Gatwick due to covid.they have since reinstalled flight to Gatwick so wanted to revert back to our normal flight....I have been informed I will be charged for this as thr flight number is different. I also needed to add an infant under 2 onto the booking....after 15 phone calls I eventually managed to add the infant after numerous problems with customer services....the infant who is 3 weeks old now has a different booking reference number to the other passengers so when we check in he has to be checked in separately and I am still awaiting confirmation that I have actually made this addition.....the whole experience has been very stressful and the disgusting attitude from some members of staff is not what you would expect from BA. If our villa wasn't already booked I certainly would have cancelled and gone with another company...”

Helpful Report

Posted 3 years ago

“Totally shocking customer care There was a mistake on my booking made by BA. Got an email to say "contact us to discuss". Took over 30 contact attempts spanning 7 hours and STILL not resolved. The absolutely most shambolic customer support I have ever experienced. Still waiting for the call back I was promised 2 weeks ago.”

British Airways 1 star review on 4th March 2022

Helpful Report

Posted 3 years ago

“Flew back from Gothenburg on 18thFebruary. Awful weather and excellent landing. Surly staff at check in, all but one cabin crew unpleasant. Like the last reviewer we had a succession of serially delayed luggage announcements then told our luggage was missing. My bag arrived with our postie on 23rd February, my husband’s bag is still MIA. Very difficult to get through, and seemingly impossible to get accurate information. I think we will never use BA again.”

Helpful Report

Posted 3 years ago

“We have been trying to resolve a hotel booking made using 132k avios + money as I am down with Covid so only need to push the booking by a couple of weeks. My wife is on her 3rd trimester with our first child and this Wednesday 23/2 was my birthday so she made a surprise booking for us to spend our last ever holiday as a couple. My wife has spent countless hours (over 12 hours to date) on the phone to even try to speak with someone. We have messaged on other channels as well without hearing back from BA. Every time we manage to speak to someone on the phone we are told the BA systems are down. The BA reps are also saying different things, sending us to other Departments, and we receive inconsistent and conflicting information. We managed to speak directly to the hotel who agreed to cancel free of charge as a gesture of good will also considering payment has not been processed. But now BA is saying the payment was made to the hotel - which is a lie, so nothing can be done. The reality is that BA does not want to take the phone and speak with Xpedia who is their middleman to sort the situation out. This is the worst customer service we will absolutely refrain from flying with BA ever again. We will also stop using American Express and their BA card as they are charging us £200 a year. Several years worth of points have now vanished. We are left with the most disgusting experience overall and personally will be suffering from this as my wife is now in a really bad state of mind for the remainder of the pregnancy. We will also let our network know that BA is the absolute worst and why and how they treat poorly their most loyal customers. I recommend against using any of the services of this company to anyone.”

Helpful Report

Posted 3 years ago

“The worst traveling experience of my life. I was meant to get a connection flight but I missed it due BA delay in departing and also arriving. My flight was at 20:35. Since then I could not find anyone to help at the airport, I spent over 60 euro ringing your customer service line. Now is 6am of the next day. I could not leave the airport. I'm right now for 1h with BA staff trying to issue ticket at the service desk but the ticking department doesn't answer. That's absolutely outrageous. I have not slept or ate and there is absolutely nothing from BA side. Will never purchase tickets with BA ever again.”

Helpful Report

Posted 3 years ago

“So, when British Airways over books a flight. Don't disagree, you'll get tossed off the flight.”

Helpful Report

Posted 3 years ago

“Let’s start with no phone customer service, 0, no one answers the phone, the lines to check in can take up to an hour or more, with all covid related issues the staff in Miami was very unwilling to assist, treating customers as if they were cattle, except for Petra, she was very helpful after all failed to provide customer service. At heaththrow was quite interesting too.”

Helpful Report

Posted 3 years ago

“British Airways used to be my favorite airline for traveling to Europe, but how that have treated loyal customers during the pandemic is despicable. They have the worst check in service counters with rude women who could care less if you’re trapped in a country , wait times for lines in connection flights is in excessive of 5 hours , if you try and call their customer service line , you are left on hold for hours and if you do actually get to talk to someone they try to tell you that changing your flight will cost you $9,000 when they were the ones who canceled your flight in the first place ! This has to be against the law .. price gauging , taking advantage of people during a pandemic!!! They will take your number and ask to call you back because who you are talking to will state they have to go ask someone else if they can get you a flight . They hang up and NEVER call you back ! This is hands down the worst airline on the planet . They lost a 15 year customer over this holiday week ! I will be reporting them to the Department of Transportation as well for price gauging during a pandemic and not offering refunds . Ridiculous!! These people who work for British Airways should be ashamed of themselves.”

Helpful Report

Posted 3 years ago

“My suitcase has been lost for 2 days now and no one at British airways picks up the phone. I have a wedding and I don’t know what is going to happen.”

Helpful Report

Posted 3 years ago

“Exploits people during Covid for profit.”

Helpful Report

Posted 3 years ago

“So I cant travel because of my COPD that I've had ever since I caught Covid and your CS team is telling me I cant get a £270 refund back on my card and can only get a voucher? Why are you scamming customers? I cant fly! Refund my money.So I cant travel because of my COPD that I've had ever since I caught Covid and your CS team is telling me I cant get a £270 refund back on my card and can only get a voucher? Why are you scamming customers? I cant fly! Refund my money for flight WH4ANB”

Helpful Report

Posted 3 years ago

“Literally...... British Airways does NOT care if they ruin your travel plans. They do not intend to help anyone after they take your money, cancel "parts" of your trip, leaving you stranded....causing havoc and chaos in your life (if you made the mistake with booking flights with them). Why does there customer service have the worst reviews of any airline? Because they DO NOT have customer service!! Why are they rated the 2nd worse airline company....? Read the reviews. Totally a sham company which is bewildering for UK to have such an awful airline. I have emailed, sat on the phone for days, tried to stupid chatbot ... still nothing. We all have better things to do (like enjoy the Christmas season) than to be screwed over by British Airways! Pandemic or not....unexcusable to hurt so many people.”

Helpful Report

Posted 3 years ago

“I arrived at LHR T5 a full 3 hours before my flight. Check in apps and machine’s were not working and the check in staff were overwhelmed. It took 2.5 hours to check in and a further 30 mins to clear security. The flight was then delayed for 2 hours. Really poor service at LHR”

Helpful Report

Posted 3 years ago

British Airways is rated 1.7 based on 305 reviews