British Airways Reviews 166

I have flight cancelled NCL-LHR on 1st August 2024 - over a year ago - I have tried webchat, email, phone all to no avail to get my claim for taxi/train/underground reimbursed.

Their loss as just spent £4K with Emirates to Australia and didn't even bother to check BA prices.

The world's least favourite airline would be a better strap line

Booked a flight for a disabled passenger flying into UK marked with disabled assistant. However NO assistant provided, lucky a staff member found them wondering the airport. No way to contact Customer Relation, have to wait 28 days for them to make contact via email. In the meantime there is return flight booked before then??

Terminal 5 flight to Rome the gate was closed when we were standing by it therefore missed our flight at a cost of £3000 for flights booked (6 people). Bags already onboard and to be fair we were despair, went and searched for BA customer service first agent was totally unhelpful and didn’t want to help, thankfully there was an agent called Adam who spent 40 minutes trying to accommodate us with seats. The additional cost today was £3000, so total cost to Rome today was £6000. However, Adam made this happen even though the cost was horrific as without continuing on the journey an additional loss would have been made on the car hire, villa and trips. British airways is the Uks national carrier and as previous customer service reviews state it now behaves like a budget airline. Thank you again to Adam- BA customer service agent Terminal 5.

Wanted to mention our flight attendant Servanne Huerre on our flight from Heathrow to Tokyo.
She was charming, attentive, helpful and professional. Simply the best I have had the good fortune to fly with.
Thank you so much on behalf of my wife and me.

Booked a flight for £4295 includes 3 Passengers. Unfortunately, Sadly one of the passengers is not able to travel , I tried to remove them from the flight online and the website instructed that the booking had to be Cancelled and re-booked. I fell for the SCAM and Cancelled.... ONLY to be refunded £269. Without flying BA has stolen more than £4000 from me based on a technicality that my ticket was non-refundable. This was not written anywhere on the ticket. I called the service desk and a rude Mr VANSH said it's too late, even though we have not flown the booking. The SCAM is a trick on their website that will ask you to cancel your ticket and re-book, then after cancelling they will say you did not read the small prints. BEWARE!!!!, they direct people to use their website more, so they can SCAM more people BEWARE!!!

I have been trying to change my flight for 6 days now. I went on line and was told I couldn’t do it. Went to their website and was told can’t do and to contact the airline. What it was the airlines website. Contacted the third party that I bought the ticket from and all they would tell me is BA hasn’t gotten back to them yet. I am so disgusted right now to write the detailed letter I would like to. I will never fly British Airlines again.

Whatever the issues, a cancellation, a delay, or a missed flight through no fault of your own, they are unhelpful. Its almost like they expect us to be grateful to have a national carrier. I recently had a lamentable experience with customer helpline and customer service. They just didn't care, whether you are new to the airline or flying for decades... all they care about is getting you to buy another expensive ticket.

After 17 years of living in London, BA has always been our family's preferred airline. But our last trip, our stroller axel was snapped in half and the expensive buggy bag destroyed, on our outbound flight. I was not given any solutions or assistance, and instead spent a two and a half week vacation having to carry a toddler, who couldn't nap because we didn't have our stroller. We were visiting home due to two family members severe health diagnosis, so adding this to our challenges felt quite overwhelming.

When we returned home, BA has offered to pay less than a third of the cost to replace those items. Ridiculous. I am beyond frustrated, the baggage company saying that can't do anything, customer service unhelpful. We do not have the money to pay buy the same stroller right now, and thanks to British airways terrible baggage handling and shocking customer service and standards, we have nothing at all.

I just got off an American Airlines flight, much better premium economy seats, priority bag service. And everything made it out in the same condition it was in when I packed it! I will be flying American in the future based on this experience, but still hope BA can make it right so I can have a stroller again for our nursery run and to live my day to day life as a mom of three in central London.

Too be honest I was bit surprised as I didn't fly for ages, but I have a better memories of British airways,at least to this destination.
Particular stewardesses , without to be disrespectful but our crew both directions the youngest members looked over 50s in contrast with other companies,we get some biscuits and water which is fine.
But seats wasn't clean properly as both times I found someone rubbish in pocket with the magazine,prices some how did not reflect the service, which is make me question to be used again or to look for alternatives

Great services from start to finish. This is the 3rd time I have used them.
The customer service agents are polite and helpful.

Just be careful not to book packages that can't be cancelled or changed.

I made a booking for 2 persons on BA 2577
departure on 30 may 2025 at 20h45 from Nice to Gatwick my account was debited of £ 395,76.
Never got the ticket.
I tried to contact BA after 2 days.
I only could have a chat with BA saying the bank will be refunded within 48H because the booking has failed and the payment was pending.
No telephon number was available !
The Chat said I have to reebook and repay if I wanted my tickets.
So did I, and in the meantime price had increase.
so I paid another £ 434 to get my tickets on the 21 May.
On our way to the airport, my daughter was stollen her bag with her passeport and was not able to go through the customs and take the flight !
So I went alone back to London.
The flight was 2 hours late
I arrived in Gatwick after 00:00 am
and was unable to find a bus or train to arrive in London befor 2:52 am !
I Talked to British Airways in NICE, they said they could not be of any Help but I should go to Hreathrow for
any explaination.
This company is a nightmare and only get its customers because they have no other choice on these destinations !

We were just off on a wee short hop to my wife’s home country France popping down to Bordeaux for a week. Remember it’s Mother’s Day tomorrow in France.

BA have made a lovely job of refurbing the lounge just the world traveller one, and now it rocks.

Emily the bartender at the bar makes a mean cool Bloody Mary and she drinks whisky! I mean I’m married right but….. you know?

That is high value, a lady with the charm of an angel and the skills to make a great Bloody Mary and who herself likes a wee dram on occasion.

Just saying….

Plus my wife was with me and she’d agree.

i want to say a massive thanks to kevin moonie for the excellent customer service you provided on our flight back from malta yesterday. you went above and beyond to make sure our first flight with our 8 month old was easy and comfortable.

Shambles of an airline. Could not book online the night before because the system was down. Arrived early at airport to check in, to find our premium economy seats were downgraded to economy (bearing in mind we flew business class on way out). What’s worse, they split my family so I, my wife, and autistic son sat separately. If I could give minus stars, I would.

I would like to give this bunch of cowboys a
Zero Star.
My wife tried to book a flight with BA today.
Price was given, and the process started to
Book flight with a member of staff in Uk.
After a few minutes my wife was cut off.
She then phoned back again and spoke to
A male member of staff, now a call centre in
India.
He then asked what our previous address was

And has anyone asked you to book this flight??? A bizarre conversation, then took place.

Lived in my current address for 6 years.
And have flown with BA a average of 5 times

A year.

He then advised whilst talking to my wife that
The flight we had been trying to book had jumped in price.

I would suggest that delaying the booking,cutting customers off, and asking questions that are not relevant.

Enable BA to purposely push the price up of a flight very quickly, I THINK THE WORD IS A SCAM.

M Cranham

I would like to express my disappointment and how embarrassed my husband and I felt when we booked a first class return trip from Heathrow to Larnaca and our suitcases which had priority tags on from Larnaca airport had come out 15 minutes later than my sister and her husband suitcases who paid and travelled standard class. We all checked in within minutes of each other being us in the executive class line and my sister in the standard line. Regards Christine and Dave

Would rate them 0, as we( 3 of us including 64years old lady) were left in Bangkok, as plane decided to leave early with no updates sent. We came to airport 3 hours before our flight, passed all checks straight away, so obviously they could see that on the system that we are present at the airport. Form main terminal 1 to gates s119 it's about 19 mins, so as soon they opened the gates we made our way there, we rushed as much as we could as 64 years old woman can't run like we do. So when we were taking transfer shuttle it was still showing boarding and it takes from shuttle to gates about 3 mins and when we got at the gates they said we are late. Obviously we are as plane departed earlier than scheduled. This happened on 22nd of March, opened the case for this to be sorted and answer I've got was the process how to check in and just simple draft email obviously noone even read what was the issue.

Opened another few cases and customer service on fb as tried to. Reach out everywhere possible said that if it will be doublicate cases they will be simply deleted. This morning received email from another customer service saying if I need to add more info or to raise it again I need to open a new case, clearly nono of them their knows what they doing. Email directly to Seanl Doyle who is CEO of this "amazing" company, but no response either. Will be emailing and raising this with consumer rights as checking flight tracker can see that this is normal as plane is departing early nearly every other flight. How plane can depart earlier if not all passengers are on board. It's not a local flight, it's 14 hours flight to other side of the world, it cost us lots of stress, especially mother in law, we were really concerned about her health. And obviously financially it costed us £2400 to get tickets back.

Will be sharing this on their all social media, till this will get sorted. As on LinkedIn in, fb and elsewhere they are sharing what great services they are providing and how proud they are.

Got all evidence all screenshots, chats with Bangkok airport customer service and ect.

If I could give a minus I would,we checked in at Athens airport on 17/03/25 at around 3.30 pm for our Flight to Heathrow at 19.35 a bit early but they both said it was fine as online check in which is only 24 hrs prior to flight wasn’t available in Athens and wanted to avoid queues we were told by the 2 BA staff a male and a female that we had to check our hand luggage in ,no choice as there would be NO hand luggage on this flight as it was full, never had to do this before even in peak season , no alternative bags for valuables so everything was checked in ,not happy but if everyone was going to have to do the same we had to accept what they said .
However when we got to the boarding gate the same 2 hapless BA check in staff were running around flustered and red faced I have NEVER in my life seen so much hand luggage ,suitcases stuffed backpacks some people had 3 bags so many they stopped using bag size checker and waved them through it looked like Greeks going back to UK for work after long weekend ,in fact we were the only people who actually had NO hand luggage .BA staff actually telling lies to customers ,quite shocking ,never fly BA again .
Fly JET 2 in future ,online check in available at more convenient times

First time flight with BA but never again, treated ourselves to Premium Economy as it was a 10 hour flight to Miami, the seats were good but the cabin crew weren’t, first flight ever when we asked for a drink we were told we would have to go to the rear of the plane and fetch it ourselves, the cabin crew obviously thought they were on holiday.
When we arrived at Miami 1 of our cases was missing after standing at the carousel for 20 minutes there was a call for my husband to go to the customer service desk down the hal. We were told our case was still in Heathrow and said it would be put on the next available flight and delivered to our hotel in Miami, we explained we were only at the hotel 2 nights and we would be checking out of the hotel at 9am on the 2nd day to join the cruise. We had to fill forms in with descriptions of case, name of hotel and cruise itinerary as we were promised we would be reunited with our case wherever we were even if this meant flying it out to a port of call on our cruise. We were also informed that if we needed to buy anything at all including clothing, shoes, beauty products then to keep receipts and BA would refund them. So after over 3 hours in the airport we went to our hotel, all our plans for the evening gone because we were so stressed and tired
The next morning we both had messages about the missing case saying it was on the way to Miami, my husband even had a phone call from a Xavier at the airport telling him the case would be at the hotel by 3 pm that day so we had to cancel our plans for the day to be at the hotel to receive our case. We kept getting messages and our hopes were high as they all said the same. 5pm and no case delivered we got a message saying the case would be delivered the following day by 12:30 after we had checked out, my husband tried to ring the number back but no answer, in the end my husband went back to the airport to see if he could find our case whilst i waited at the hotel. Over 5 hours later at 10:30 pm he came back with our case after chasing around Miami airport. BA had no intention of making sure our case reached us it would have been dropped at the hotel after we had checked out, we lost a day and a half of our holiday because of BA,
On our return I contacted their customer service department apparently it’s just hard luck our missing case caused us to lose one and a half days of our holiday said Aniket, Dipali, Vivek, Abhishek, Shardul and Mayuri,. We were also told that refunds towards basic essentials would be considered if we had receipts Totally different to what we had been told by BA staff at the airport.
Our return journey was sold onto American Airlines without any consultation with us which was delayed by 20 hours and we are still waiting to hear from BA about this.
Well an update on our claim for delay compensation from BA apparently as it was an American Airline flight then BA will not compensate, I bought tickets from BA, paid my money to BA,my flight had a BA number and you sub contracted my flight to AA without my knowledge or permission, absolutely disgusting.
Do not fly with British Airways

Probably the most unhelpful cabin crew I have ever experienced, air conditioning not working properly - "its freezing up front and boiling here" was the staff response, food (both meals) inedible, internal bickering amongst staff.
20th February, BA0042, Cape Town to Heathrow.
So disappointing and in total contrast to our outbound experience.