British Airways
Reviews and Complaints

Flying by their planes is like traveling by an old bus. Almost the same. The seats are small, uncomfortable, old and in a horrible condition. The salon is dirty, some trash can be seen. Maybe it's ok during a flight, but what about the moment when passengers come into the plane? I really hate flying with them, they are extremely in need of modernization.

My wife and I had reservation on British Airways  from Prague, Czech Republic to Dallas-Fort Worth  (DFW) with transfer in London Heathrow (LHR).  Initially, tried to check in at Prague for leg  from LHR to DFW, but could only check in for  first leg of flight. Told by BA Prague agent to  check in at Heathrow for second leg to DFW. She  only checked our baggage through LHR.  I checked  again at the gate to inquire as to why my bags  were not transferred all the way to DFW. Gate  agent also said to check in at LHR. Flew to LHR  and at arrival gate we were told to proceed to  from Terminal 3 (T3) to Terminal 5 (T5) at LHR  and check in. This required that we clear  immigration and customs at LHR and then take  express train to Terminal 5.  Upon arrival at T5  BA desk for check in, we were told that our  reservation was not for 8/15 but for 8/16. Even  after I produced reservation confirmation for BA  193 for 8/15, they continued to say that our  reservation was for 8/16, never telling us that  BA 193 on 8/15 had been cancelled. After  considerable discussion, I asked if maybe  American Airlines was handling this flight for  BA, since this had happened on our flight from  DFW to Amsterdam on 7/25.  He then said  that "yes" we were on American and that we had  missed our flight.  Upon analyses I told him that  that transfer was not a legal transfer since it  did not allow sufficient time between flights.  He continued to say that we were scheduled for  BA193 on 8/16 or maybe on an American flight. I  tried to contact our travel agent but they were  not open due to the time change. I was able to  contact them later on an emergency phone number  and it appeared that BA had cancelled our flight  without notification.  We returned to T3 and  American was able to get us on standby for a  flight from LHR to DFW with transfer in Chicago  O'Hare (ORD).  Upon further review the AA agent  said that it appeared BA had cancelled BA193 for  8/15 and moved all reservations to 8/16. Again, I  received no notification from BA on flight  cancellation even after checking with their  agents.  I think BA was deceptive in their practices and  communications. I suspect this was done to  prevent having to accommodate our lodging at LHR.  Since we had already been away for 3 weeks we  were not interested in staying at LHR anyway. Since I am 6'3", I had paid for extra legroom to  BA. Even though AA was able to get us on their  flight, I was crammed in coach for over 10 hours. My wife is 69 and I am 71. This required  considerable stress, and a fast pace to transit  four airports, clear immigration and customs  twice and clear security three times and barely  make connections. Obviously, I will endeavor to never fly BA again.

As a Bronze Executive club member I received email a week before my flight on July 30th to reserve a seat on the flight to Helsinki from London on August 4th. My flight reservation no was KSV99X. Using my executive club membership [protected] I changed my seat to an Aisle and duly received confirmation from BA that this had been successfully accomplished.
Check in began on Thursday 3rd August when it was first possible to print my boarding pass. During the week I had received confirmation that my class of Executive membership had moved to blue. When attempting to print the Boarding pass it was with astonishment that I noticed my seat reservation had been changed to a middle seat at the rear of the plane. In attempting to change it to one of the few aisle seats remaining I realised that I was being asked 8 Pounds to change before a Boarding card could be issued. In desperation I paid the money and received the Boarding Card.
This has been written on a question of principle rather than the financial loss. Even as a Blue class member apparently I should not have been asked to pay anything to book my flight less than 24 hours to departure. The original confirmation of my seat choices included the seat on the return flight to Heathrow on August 24th. My request to BA is to please honour your confirmation issued on July 3oth.

Dear Customer Service,
I was recently (2nd of August) traveling from London Heathrow to Miami for my holiday, and I must say that until now this is the worst experience ever and it is taking away all my joy from my holiday.
Starting from the beginning, I arrived to the Heathrow airport at 5 am to do my check in and leave my baggage. I informed lady that there is a small literal problem with my last name which appeared on my boarding pass while I was doing my online check in, which I admit this mistake was made by me while booking a tickets. Lady told me that I should go to BA customer service who will change it for me and said I need to take my luggage with me because it will be sent from there. I was queuing for my turn in customer service for around 40 min, just hear from gentleman that the changes were not needed and I can easily travel like that. So I wasted 40 min waiting for nothing. I left my bag with him trusting that it will be sent to my final destination. Clearly I was wrong.
In Philadelphia I realized that that my luggage was not there, I could not find anyone competent to tell me what to do, why is not there, where to go and how to sort it out. All they said was “if it’s not here go to your final destination and make claim”. Obviously all my flight from Philadelphia to Miami I was stressing if my luggage miraculously appear in Miami. It did not.
I went to Baggage claim to report that my baggage is delayed/ lost. Woman took my address and information how my bag looks like keep repeating how sorry she was to hear that. Yes, I was sorry as well that my bag went missing because now I am on holiday without my clothes, medicals, shoes or even swim wear. She said that someone will call me within 24h to inform me if they locate my bag.
Again, nobody ever called me even after 4 days ! Tracking website was keep telling me that my bag has not be located.
I called American Airways Customer Service 4 times already!
First time woman who picked up the phone could not find any information where my bag was, I gave her a statement what happened at London Airport assuming that guy from BA customer service did not send my bag at all ( last time my bag was scanned was in London). Lady sent a message to BA including my story to get any news from their site if they found it or not.
Next day again I did not receive any call or update in my matter so I called American Airways once again. And for the first time I actually have spoken with someone who could help. A Lady named Patty said they received a message from BA saying that they found my bag and they send it to Miami 3rd of August. She said that he will send another message to schedule delivery of my luggage to the place where I am currently staying.
Again, I received no call with update. So I called today again to AA Customer Service ( 5th of August) asking where is my bag and when I can received. And somehow I got information that my bag has not been located! There is clearly no information flow between people. What he told me that BA and AA is not the same company and because I claimed lost baggage at AA I need to wait to BA communicate with AA to actually send my bag. It looks like 2 companies who cooperate together are not able to speak to each other in past 3 days ! How is it even possible? So now I am on my holiday in past 4 days which I can really enjoy, I am spending money for basic clothes and underwear to be actually able to go and enjoy the sun. I still have not received my bag, they still don’t know where is it and I’m 100 % sure they are not planning to send it any time soon. No one is making any effort not saying about doing their job properly to actually find my bag and send it back to me.
To conclude, I have been waiting for 4 days without my luggage. At the same time it appears that I choose the worst airline company with the most untrained staff. The different information given upon departure shown a lack of training from BA side. I had many different stories of what to do and what needs to be done. They could not even assist me to let me know where should the bag been picked up (Philadelphia or Miami). And it was a simple question of reading the baggage ticket (stating MIA). Such a waste of time.
Then I have been dealing with the most silent guest relation call center. No one knew what to do or where to look! Your team is stating that we should be contacted after 1 day … it has been 4 and I had to call all the times. You have been wasting my time and my money! I had to deal with your incompetence. You decided to make a partnership between AA and BA… not me! I took a flight ticket with BA, and I do not know who lost my luggage but you have to deal with it internally. Now you are blaming each other that I opened a case with AA, and I should have done it with BA so that is why the call center cannot have access to the system. Nobody informed me! And as far as I can see I sure that your staff was just here to write the information on the paper stating the same story like robot, to all the guests looking for their luggages … “your luggage is with custom”. Mine was not but look like your team is train only to do the same. Smile and repeat the same story and how sorry they are. I am really sorry for them too now!
Then after 4 days, I had to call because nobody even try to give me any information or to call me back. One (Patty, which is maybe the only competent person) finally gave me an answer. But no follow up has been done from your team then. And when I called again, the gentlemen said “that they are still looking for it”. I had to re-explain the story in order for him to acknowledge that YES you found the bag! Such a great relief ! which was brief… since he was unable to find where in MIAMI was my luggage or even if my luggage really arrived! How useless is your service honestly. The customer has to do your job and explain the same story after and after … I am exhausted of you miscommunication, your unprofessionalism and your 5 stars incompetence.
To conclude, the gentlemen told me … to go to the airport to find my luggage! HOW COME IS IT POSSIBLE ! I am in holidays and you are wasting my time and my pleasure! You are going to move and ask your upper management to do something. I need my luggage to be delivered to the place where I stay asap. I need YOU to do the follow up. My expenses will have to be refund ! and I am travelling back on the 14th of August, you better do a commercial gesture.
Hopping that this letter find you well.
Kindest regards
Klaudia Wieczorek
[protected]
More information that you can find useful:
File Number: MIAAA02145074
Bagtag: BA296955

Flight reservation: Q8YWF3. Passenger name: Mohammed Ismail Hassan Scott
Date of travel: 29th May
Disability assistance required - Down's Syndrome young adult

I booked a return flight from London-Madrid after reading the information on the BA website about assisted travel. This is the section of information about adults with developmental impairments:

Seating: If you have a specific seating requirement, please contact us.
Airport escort: If you're travelling on your own, let us know if you want us to arrange an escort to guide you through your departure or arrival airport.
On board: If you prefer, cabin crew can provide individual safety briefings before the flight departs.

However, I have been unable to book the assistance required in "Manage your Booking". When I phoned Customer Services, I was told that only a wheelchair could be provided. I booked this, but have no record of the conversation.

I wold like to remind you of EU law - published on the BA website:

It is now the responsibility of the airport operators, within the EU to assist anyone with a disability during their time at the airport. This includes intellectual disability or impairment, age or any other cause of disability.
Airlines should provide the airport operator with advance information so that the appropriate service can be offered. To enable us to pass your request to them, please contact us 48 hours in advance.

I would like to have all arrangements sorted out before my nephew travels. Could you please indicate the steps I should take?
Thank you
Katharine Scott

Dear sir,
please check my pnr 5QFTPR (TKT NUMBER [protected]) .This passanger return back from airport due to nationality problem by sudan.unfortunatly going already used but return not accepting. i issue new tkt nbr [protected] by sv on 30mar.[protected] or [protected]@alattastravel.com give me replay through mbl number or by email.pls nn your help

Dear Sir,

This is not a complaint but rather a call for assistance. I flew with British Airways in March and April last year and to date the frequent flyer points for my Malaysian airlines account has not been credited. I was given the impression that British Airways need to confirm the flights before Malaysian Airlines can update my Enrich Account.

I confirmed a Premium Economy flight for two from San Francisco to Nice, France (reference 3UMU4K) for over $4, 000, only to discover after confirming the payment that there would be an additional fee to select seats. I find that to be extremely unfair (to charge an additional fee after already charging a large additional fee for the Premium Economy class) as well as unethical, as you do not disclose this fee until after payment is made for the ticket.
I will do my best to find another airline to fly and cancel this ticket within my 24 hour grace period.
You should be ashamed!
John Hawkins

BA 2159 & 2158
Premium Economy - Return Granada via Saint Lucia
I.E Salfarlie
Karibu
Parsomage Lane
Icklesham
Winchelsea
East Sussex
TN36 4BL
06th.Feb. 2017
On my outward journey to Grenada I requested a Veggie meal which I did NOT receive and had to go without any food on my trip. On my Q&A survey to BA I have pointed this out the error and also the standard cleanness of the plane.
On my return journey I did receive a veggie mean, only because the crew had run out of meat dishes and was providing every one that was left with veggie option. I had to use plastics cuticle as they had also run out of cutlery. The meal was of poor quality and was lacking in taste, no favour and was hard. I could not eat it and just had the side salad. Several passengers near me also could not eat this meal.
The morning tea was worse, it consisted of a quassant and a chocolate snack, which I refused, I had expected a hot meal to start the day.
I am hoping BA will take my comments on board and respond with a favourable answer.

On June 21st 2016 I purchased round trip E tickets 125-[protected] and 125-[protected] onboard British airways from Charlotte NC to Frankfurt Germany. I paid for window seats for both flights, now that I am a month away from leaving I am told that the window and isle seat on the return trip have been changed to the middle of the airplane seats. British airways told me that the issue is with the partner American airline and to contact them. When I did I was told the first seat choice going over was complimentary and that if I wanted a return window isle seat it would cost another $275 for the same open seat that I paid for in June. Why should I have to pay for the same seats I already paid for . I expected this type of service from American Airlines that is why I went through the trouble to give British Airways a try. I will say that the staff of BA is very professional but a rejection is still the same no mater how you dress it up. I would like my window and isle seat, any where on the plane.

I purchased my tickets from American Airlines for my mom which is 83 and I.
My journey started in Bucharest Romania going to London on BA flight 885-from London to Chicago on AA flight 47-and from Chicago to Sioux City on AA flight 3322 on Tuesday January 10th, 2017.
I am making this trip myself twice a year and my mother is making the trip once a year.
In the last 3 years I requested wheelchair for my mother which due to her age and heart illness cannot walk very long distance in a hurry. I never got a wheelchair in London to take me to Terminal 3 to my AA connection; I got different excuses and rude answers in London from workers being there at the arrival gate; always the people gave me answers as it was my error, wheelchair was not requested, request was not in their system. On this trip which started on Tuesday January 10th, 2017, I specifically called AA to make sure I will get the wheelchair when arriving London. In addition I have check in Bucharest at BA counter to make sure I am in their system with a wheelchair request- I was assured that they will be waiting for my mom at the airplane door when arriving to London; during the flight which was BA 885 I have confirmed with the flight attendant; she assured me she has my mother on the list for wheelchair; when we landed I did not get a wheelchair just rude answers from the BA workers working the flight; it is amazing the way a guy which looked to be or acted as manager was so rude and inconsiderate repeting to me that I did not requested a wheelchair and it is my fault .I was outrage by his poor customer service skills.
My mother walked with me having problems due to long distances between terminals .
I understand it is not AA fault but AA should talk to BA and do something about this wheelchair service which is not working at all in London; the way BA is dealing with old people traveling is unacceptable; I saw people missing their flights because of their disabilities and inability to walk this long distances and poor customer service on the BA side.
We arrived at the AA counter in London and people were very nice and treated us with compasion and respect.
We arrived US and not only this time but all other times there was wheelchair waiting for my mother ; they were very professional and respectfull people that waited and took my mother to our next flight.
Thank you American Airlines, thank you US for this outstanding customer service for people with light disabilities.
BRitish Airways has big problems with their wheelchair service and seems that is so big feel entitled to do nothing. I am very dissapointed as otherwise regarding customer service in flight they seem to be very well trained.
I would really appreciate an answer frim British Airways.
Thank you.
Valentina Beiu-Muller

Hello, last night I booked a return flight from Istanbul to Glasgow in order to see friends.

The nature of my work however meant that I had to change plans at the very last minute, within an hour of my first flight. The consequence of which is that I am down as a 'no show' for my booking.

I called BA to ask if I could change the flight so that my friend could come instead (not allowed, I was told) or instead to cancel the remaining bookings (again, not allowed).

My complaint is this-- while I understand that the original flight, even the connecting flight for that day are essentially lost when you can't show up to the first flight, I find it extremely unfair that I also lost the ability to reclaim tomorrow's flights as well.

I also find it ridiculous that I had to wait the better part of 15 minutes to talk to someone who was helpful enough to even offer me a partial tax refund. I booked with BA because I perceived them to be a fair company, instead I've been talked down to like a fool as if I intentionally missed my flights and I've been told that despite it being well over 24 hours I'm somehow unable to cancel certain flights.

I decided to fly BA after many years of flying SAA business class as I thought there service was declining. We booked world traveler plus seats as they are as expensive as business class on SAA.
The first thing I found odd was that you give meal choices to every culture but British in terms of choice of meat (chicken or beef). Why do you give a menu when the travellers served later have no choice, but to take what is left. Do not tell me it is because you cannot load double the choice as you could have given me the choice before the flight. I eventually after waiting nearly 2 hours from the start of the service (there was only one attendant to serve the cabin) was told I could only have chicken. I overheard a few passengers refusing to eat as they did not want that was offered to them. As it was already close to 12pm and I had not eaten for the day I took the chicken. Surprised to find it is a very spicy Indian (not British) chicken meal. Had severe heartburn for the rest of the flight. For breakfast you do not serve serials neither (continental breakfast). another surprise for British. Have you given up your British designation and culture?
I also found the entertainment screen far inadequate for a person with multifocal lenses. The seat lumbar support did not work, leaving me with severe backache after the flight.
I dread to think I need to go through this again on 17/11/2016 on flight BA0054.
If things do not change I will surely return to SAA for my regular flights to SA.

So in july 2016 i made a trip (Ba booking ref x29xae) from my home in thailand to uk - angola - uk - nigeria - uk - back to thailand. Used the web site to set up flight dates and get a fare. At this stage thought about the issues of booking a e ticket supported by the ba app on my phone - with ok connectivity that this was the way to manage such a trip - as apposed to the original method of getting a travel agent to book & ticket and then make any changes required. So i called the ba booking telephone number from their website and asked them 'was this going to work' will i actually be able to manage my trip online & with their ba app - talked about issues of needing to reschedule flights - bring forward and back - this is all set up to do on the ba app. I was given direct assurance by ba that if i met the £150 admin charge i would be able to switch and change flights from the app and extra charges coming direct from the visa card that booked the flight. So reassured i bought the e ticket. Flew as booked thailand/uk/angola/uk/nigeria with no issues, no changes required. In nigeria looked like i could leave 3 days earlier than booked so then tried to rearrange the flight. The option to do this from the app does not work from inside countries, despite the app having location enabled, it just says feature not working and to call ba local office - but does not give you any numbers to call. Ba in nigeria with google search gives about 9 possible number to work through before one opens up to the ba call center in india. I bought the e ticket with app management specificaly to avoid this. Ba india are quick to offer me a rebook on earlier flight - they have space - then the shocker - i have not only to pay the admin fee but also what they claim is value of the earlier flight some +$1000 on the original fare. I declined. They did come back some 6 hours later with an alternate offer - this commercial sales people at work on promise of a commision. During this call i was told that in order to take up an offer i would be required to make a cash payment in local (Volatile) currency at a single bank branch in abuja in the capital city some 300km & 6 hours drive away - no they cannot accept any other payment. For an e ticket bought originally on a visa card! More from the web site - ask to change flight online its say online charge is 0 - see print out attached. Payment by cash at just one bank branch with opening hour 10-3pm was riddiculously impractical i and i declined.

How can ba value a wednesday night flight at double the cost of the original booked on a saturday -as seat that now become available?

Quite simply ba made false claims about the overall product - and its potential management. They did not deliver. It could not be managed from their app. I am asking for a refund.

Ok they came with information (When demanding extra money) they have special regulations dreamed up for doing business in nigeria - this should have been provided at the time of booking - to advise saying we are not able to offer the service as indicated on the web & the app in this location.

Attached below are screen prints taken from their website showing conflicting information from their indian call centre. It was e ticket surely exact terms stated on web site should apply?

Then comes the issue of raising a formal complaint with ba ( case reference is:[protected]) - this strictly web managed - takes 3 months for inbox to move case to the top. It has no upload facility to offer copy documents and when they ask you to respond it has to be on their terms - a little grey text box. All well designed to drive away the mildly annoyed passengers with temerity to complain.

I tried several times using my earned BA miles (37576). When I tried to go to London, they said I have to pay an extra $ 700 as London airport tax ! So I tried use my miles on partner airlines to travel domestic in U.S. Wherever and whenever I want to go, the seats won't be available ...any day any month ! Or they will give one way and return date won't be available. When I check the particular airlines, lots of seats will be available on all dates !
Their intention is discourage the passengers from using the miles and so that they give up eventually. So, what's the use of flying BA ?

I traveled on a American Airlines flight from Chicago O'hare, July 17th through London Heathrow connecting to Dusseldorf Germany with British Airways on Monday July 18th. Flight numbers AA046 and AA936. Upon arriving my luggage did not appear on the carousel. Using the attendant at the BA luggage carousel I reported my luggage missing and was given file reference number DUSAA10487. 5 days later I am still working with BA on retrieving my luggage, however, BA is unwilling to help me for the following reason.

1. The file reference number was erroneously created by BA staff/representative as an American Airlines (AA) reference number. BA acknowledges it is their error, and that, as the last carrier, the file reference number should have been opened for British Airways.
2. American Airlines has an electronic record of passing the luggage to BA at LHR. Date and time stamped and visible on their website.
3. BA is unable to process any claims on the missing luggage until the file reference number is changed to a BA file reference number
4. BA customer service agrees that BA needs to change the file reference number - but they can not change the file reference number at the baggage customer service call center
5. After 3 days I found someone at the call center willing to send an email to the Dusseldorf airport trying to get them to change the file reference
number.
6. After another 24 hours I asked the call center to repeat the request to Dusseldorf airport.
7. 5 days later, still no change by BA, and BA call center continues to insist they can not help even though they acknowledge all the mistakes are made by BA personnel.
7. I have 7 days to file a claim for compensation - but guess what - you need a BA fie reference number to claim for lost luggage.

Summary: BA lost my luggage. BA opened the wrong type of tracking file. BA won't/can't correct the file. I can't file for compensation as long as the wrong file number is open. In short, BA through gross incompetence or cunning procedure has misappropriated my luggage for 5 days and counting.

April 27, 2016 I am currently on hold for a supervisor for about 10 minutes and then was transferred to a phone that is ringing forover3 minutes, but, not answered not put back in a queue.

I would presume this is because no one really wants to hear a complaint or to help.

British Airways says on their website that a seat can be picked with the flight time of 24 hours without payment for the seat.

This appears not to be true.

I am on a code share flight with American Airlines and I have a seat on American which I paid for.

I waited to get a seat on British Airways based on what I read on the website. When I tried to manage my booking, it sent me to American Airlines to check in. So I called British Airways and was told I would not be able to get a seat until I got to the airport for assignment.

I am almost 60 years old and asked to speak to a supervisor.

That is when I was transferred to this ringing phonen that is never answered.

British Airways should be ashamed.

Dawn Erickson #Z9YJN9 for April 26, 2016

By the way, the phone is still ringing and I am hanging up now.

I was obliged to cancel a flight for my son in December 2015 and was told that, instead of a refund I could just use the flight at a later date. I was given a new reference number 5KYW8G. I phoned British Airways to book the flight for 19 March 2016. A ticket online would be R1 800.00 for my son. When I phoned to use his previous flight I was told that they can assist with the booking and his flight would cost me R2 900.00. Ludicrous. Why not just say that you forfeit your flight!

Natanya Cruickshank

I booked a full fare flight on 2/16 and due to an injury had to cancel on 2/22. I was told it would take seven (7) working days for the refund. In seven (7) days the refunded 318.23 to my account. I paid $2, 429.48. When I called into query when the balance was to be refunded I was told they only were required to refund $328.23 minus the $10 handling fee. They claim I bought a non-refundable ticket but I would never have done that for an Intercontinental Flight. They said it was in the small print on online booking. So in my opinion British Airways has fraudulently kept $2, 111.25. On hold for the third customer service representative, not holding out any hope.

Booking Ref 32933F. Under Paul Roberts. Flight no.BA0207 Heathrow to Miami 12/12/15 Flight no. BA1888 Miami to M.Bay. 12/12/15 No baggage at Mbay on arrival, all 3 bags left in Miami. Very tired and unhappy after 24 hours of travel. 3 hour wait at Mbay to report with 15 other passengers. 1 bag delivered 12.30am 14/12 very un pleasant after long trip day before, remaining 2 bags arrived 4.30pm 14/12 No clean clothes for 48 hours. This has spoiled the early part of our holiday. We would be satisfied with a financial compensation for the inconvenience caused of 500GBP. Alternatively, since booking, our return flight from Mbay on 2/1/16 has been brought forward to an earlier time, which means we will be in Miami for 10 hours before our connection to Heathrow. If you could put us on a later flight with significantly less time at Miami we would accept that as compensation. I await your offer.