British Airways Reviews

Never again. Mrs arrived in Mumbai with two children and two of her large suitcases haven't arrived. The baggage handler said do not worry they will be in London and will come on the next flight. This is disgusting with my my children's essential items in those suitcases. I will be seeking a reimbursement for the cost of needing items in the mean time and some refund. If these do not arrive I will take further legal action. My children are 3 and 7 years of age. Flown with Etihad and Emirates to Mumbai always first class from start to finish.

Booking reference 2247974

Worst customer service I have ever experienced. Cancelled our flights from London City Airport to Skiathos when we were en route to the airport. On arrival at the airport one of their assistants laughed at me because my flight was cancelled and I wanted to know where to get info. He also threatened to call the police when I started asking for his name, so that I could complain. The manager was eventually found at the end of a very long queue, but offered us flights 10 days later, saying they were all fully booked. When the refund was sought the remainder of the return ticket was also cancelled. By which time we had paid another airline for outbound tickets. Customer services refused to help re-instate the tickets, saying that this is what happens. We have now lost two days from our previous holiday and are having to travel substantially further to get replacement flights and have to come home a day earlier because they also cancelled our return flights. No regret, that’s just the way they do business! Senior management at BA clearly have no idea how to run a business and are losing customers and reputation daily. With any luck they will quickly sink without trace.

BA has now cancelled four out of four holidays booked with them. The latest cancellation was for Stockholm in August. I've been trying many, many times to call (to get a refund), and get the message that they are too busy. BA owes me a lot of money, and I absolutely despise the quality of customer service. Please never use this company.

I jumped through hoops to book an avios flight but then received an email to say that it has been cancelled. I am unable to fully cancel the booking online & get a refund of the taxes & charges as it's an avios flight. I have now been on the phone for 1½ hours and each time I get through to someone they say that because it's an avios flight they'll transfer me to the correct team. I'm then placed on hold again & cannot get through to anyone. The staff that I speak to are really nice & very apologetic but this customer service is one of the worst that I've ever experienced.

Impossible to speak to anyone in BA (x 7 time different days). After going through all the phone option steps (5 min) and the BA music that will in future be linked with failure - "we can't deal with your call" and automatic hang up. This is an airline in meltdown - avoid please since this is not the first time they have totally given up on customer support. What about ring back if there are not enough phone operators? By contrast, Lufthansa customer support (yesterday 19th July) responded within 4 mins.

Worst airline of the century. I got canceled twice. No apologies, no regret letter, none. I was not even given baggage allowance (checked in baggage) when I booked the flight assuming I would get one free Checked in bag as most airlines provide by default. The only allowance I was awarded was just 1 cabin bag and a laptop bag. I did pay for an expensive ticket booked in June for the trip in July. Calling customer service was a disaster . I kept calling for several hours for several days and did not get hold any of them. It looked as if someone vacuumed the entire staff with a large vacuum cleaner. I have traveled to 50 countries and have tried most of the airlines. British Airways doesn’t stand even a star in my opinion. The management should be ashamed of themselves. They have violated IAATA guidelines. They have violated human rights. They have deceived countless innocent passengers with their corrupt business practices. It doesn’t matter what class the passenger flies in. It’s a matter of providing services for the hard earned (sweat and blood) money spent for a vacation we deserve the most in this post pandemic time. It makes me sad to see British airways losing their respect as one of the worst airlines in the century! Lesson learned. Never fly again British Airways ever!

I used to love BA. In the early noughties I flew very often and, even if slightly more expensive, I would choose BA because it provided a better service.

Long gone are those wonderful days. It's been slumming it with Ryan Air for years in terms of short haul but it's just got so much worse.

It appears to have zero respect for its staff and its passengers alike.

We booked our dream honeymoon to Thailand for November. We had an option to go with Thai Air but we chose BA. They were slightly cheaper but obviously that was a mistake.

Well yesterday they cancelled our flight, gave us some options to move to Middle Eastern carriers that would add many hours to journey time, which made them impossible to accept.

So in the end we accepted the cancellation and went with Thai Air instead. It cost us over £500 extra to do that than if we had booked with Thai Air in the first place.

So we're £500 out of pocket and there's no way to claim that back from BA.

Unless there really is no other option we will never use BA again.

How the mighty have fallen. I think it would be best if they just went out of business and stopped embarrassing the UK.

Travelled yesterday on BA to Athens from Manchester, via Heathrow. Both ground staff and cabin crew, right from check-in through to off-boarding, were brilliant. Check-in counter staff faced multiple issues with my ticket along with some 8 different passengers, but they were very comforting and reassuring that they will do their best to sort things out and they did. Check-in with some other airline crew can be all nerves with the counter staff finding faults with tickets and offering no solution.
BA appears to have excellent training and excellent staff. They were however clearly under-resourced and we did spend a lot of time in queues, waiting for boarding, waiting for taxiing/take-off, waiting for off-boarding. But they continued to communicate with us through out the delays which was good. Flight was delayed in take-off but we arrived at our destination on-time. So, happy days!

I am writing to express my complete disgust with BA’s executive club and customer service.

Myself and my sister are booked to travel to Santorini in October with BA. I needed to access my account as my sister wanted me to see if I’d been added on to her household account and to confirm my details for the flight as she was having trouble doing it her end.

This was meant to be a relatively simple process, but I was unable to access my account. I kept getting a message saying “please try again later there seems to be a technical problem “ these words are verbatim. This all started in March.

I called customer services and they kept saying try later to access my account. I tried to tell them that I had tried multiple times but to no avail. My sister even called a couple of times and we even did a 3 way call so I could give permission for her to speak to somebody, but all we kept getting was the same bog standard answer which was most unhelpful. They also sent the same link a few times to access my account which also didn’t help and I met them k he but everyone was so unhelpful. It’s wasn’t exactly like when you called that you would get through straight away. I spent hours trying to get through and the frustration was that once I got through to speak to a rep nobody was listening or understanding the issues I was encountering.

In the end out of frustration I did a complaint in March for which I have a reference number

Following my complaint for which One would have expected a timely response I finally managed to access my account with my sister calling and me trying to log in. Not sure how we managed it but it was no thanks to BA and that was a few weeks later. And that was also with regular prompting from my sister to see if I had managed to get in to my account. I was still not able to see if I’d been added to my sisters account and she says even though I finally got in and authorised the household points they have still not been transferred to her BA account it seems, but at least I could see my details for my flight which wasn’t possible before.

Imagine my shock when I received a response from the executive club on the 11th July having made the complaint all the way back in March expressing apologies and advising me on how to access my account, really!!!! . I was actually appalled. Not what one expects from BA or their executive club. Quite a shock really.

I’ve travelled a good few times in my life on BA and other airlines such as Virgin in fact I travelled business class to Mauritius a couple of years ago on BA which went smoothly but this level of service tops anything I’ve ever encountered from an airline . Things sure aren’t what they used to be in terms of customer service.

I’ve written a response to the email I received the other day stating my disgust that a complaint letter took 4 months for a response. I work for the NGS and we have set guidelines on how long it takes for an initial response to a compliant, 7-10 working days I believe and certainly not 4 months.

I’ve asked that a manager contact me in 5 working days from the 11th when I responded to their email to discuss this level of customer service.

I very much doubt that I’ll be getting a response any time soon given that my initial complaint had taken 4 months for me to get a response

Today is the 19th 8 days since the date I got their endow albeit not all working days and I therefore hold out little hope that I’ll get a response any time soon!

Absolutely shocking service from our supposed flagship carrier!

Covid and short staff is no excuse for this level of bad customer service.

we understand that in these times where airports and airlines are short staffed that there will be some issues but they canceled my flight home and informed us about this cancellation only 24 hours before the flight. they then said they were unable to give us a refund. we are now stuck in a completely different country. unbelievable

I want to say a massive thank you to Lorna Bridge who was so kind and helpful today when my flight got cancelled. I was really upset and her support and amazing customer service made me feel so much better. I truly am so grateful to her and cannot thank BA enough for having such a lovely employer.

Our EasyJet flight was cancelled on Sunday so we booked 2 tickets for a British Airways Vueling flight on the BA website.
They charged us for the tickets and gave us a booking reference, but no confirmation email/boarding details were sent. We went to the BA/Vueling desk where we were bluntly informed that we were not on the flight list and the booking reference was invalid.

We have been charged €439 for absolutely nothing.

We were advised to call the BA customer service number, which we did multiple times, the number tells you they are very busy and then hangs up on you. We also emailed and texted the duty number, we received a copy and paste response saying they would get back to us with 24 hours…spoiler alert: they did not.

We have filed a complaint on the website and also tweeted them with no response.
Absolutely disgusting behaviour that they think it’s acceptable to take money from hard working people and not provide a ticket or an explanation. I honestly can’t believe they are allowed to get away with this, if any of us stole €439 from someone else with would be called theft.

BA are officially now a joke. If I could leave negative or zero stars I would. BA no longer have anyone you can speak to in order to resolve issues of which there are many. Please do everyone a favour and go out of business so as to save future people the shockingly abysmal nightmares most people who have left reviews on here have had to face. Other airlines face the exact same issues BA do but are no where near as bad as BA. CEO should resign.

You will get much better ticket prices with other airlines and best customer service . Even after using their avios points, you still end up paying the same ticket price that you can buy elsewhere Infact for few couple hundred dollars less & for better services. They lure you with avios which is basically useless and treat you like you are flying free with them. They are partners with Qatar but never show an option while trying to book with Qatar using avios. Total scammers.

I have been flying BA for over 30 years and ten years as a gold or silver customer. This year you would have thought that they may have planned better post covid. Sadly not. 3 of my 4 business class flights have already been cancelled this year. They have taken thousands of pounds of our money. They provide appalling to no service. Nothing by way of apology. No compensation. They try to avoid paying you back.

After 30 years its time to call out this company. They are a disgrace. If i had shares i would sell them because they just cannot last. We wont be using them ever again now