British Airways High Life Shop Reviews 44

Pre ordered food not loaded on to the plane. So we had to get other food for our family of four from the onboard cafe. Whilst only being three rows back, they'd run out of most sandwiches/rolls etc by the time they got to us.

Really poor BA. You had around 4 hours of knowing that you'd not loaded our food before we boarded the flight. Had we known, we could've had something in the terminal.

Lesson learnt. Don't trust this system to work.

It's like stepping back in time 15 years to the early days of e-commerce. For a website with such horrible design features to still exist in 2026 is completely inexplicable. It's very slow, it reloads every time you click an item, the categories are stupid (same items in different categories, "tea" under the Food filter and so on). Just completely incompetent.

Then the payment didn't initially go through, with the error message telling me it had "detected an invalid Quantity for invoice item [sandwich]." However, it turned out that the actual problem was that I had given my card expiry date as "XX/28" instead of "XX/2028". It went through when I fixed that, allowing me the sandwich.

Cant actually order anything. just endless payment loop to try and process the payment, does nothing not telling you why it hasnt gone through then capture thing keeps disapearing Awfull website never ordering anything off there again

The website never works properly - Ive tried to pay on three different browsers (including phone) and each time the wheel just spins.

I dont know how they sell anything!

Avoid buying from them!!! I bought items on board, it didn’t work so I requested for a refund. It has been over a month and a half I haven’t received a refund! £34.00😡 I will be complaining and will ensure I get it back.

Beware when buying from Highlife Mag. Bought a pkt of L'Oreal Mascara on board BA on 19 January. This item was on the cart but not in the catalogue. However, they took my £20 with a promise it would be delivered to me on my return 3 February on board - needless to say, it was not! I have written a complaint and to this day 25 February 2026 have not even had the courtesy of a response. I would like my £20 back please!!

Having used the online ordering system for duty free to be delivered to one's seat for years, when I tried to order in Nov 25 the system wasn't working, although I was assured that the technical team were working on it. Whether it was restored I don't know, but it hasn't been working for over 2 weeks now, as I've been trying to submit an order for a flight on 09 Feb. Bland replies assure me that this being looked into, but to no effect. It should be easy enough to offer a work around, accepting orders by e-mail, but they can't be bothered either to get the system working or to find alternative solutions. BA has already done much to alienate its formerly loyal customers, but this is an appalling example of sloppy and uncaring service. Status matched to Star Alliance and SkyTeam are becoming ever more attractive.

First of all, be aware that, despite the name and the British Airways branding on the website, this is not British Airways you are dealing with - it is a company called Tourvest Duty Free (UK) Limited. This is an important point because when they fail to deliver on their order to seat service they will blame BA, and BA will say it isn't their responsibility. The customers get fobbed off by both.

As with others here, I placed an order that wasn't filled. The BA flight attendants said the order had definitely not been loaded to the flight. Tourvest said it definitely had been. BA didn't want to know, and Tourvest have so far, nearly 2 months later, failed to refund although they have promised to do so.

I asked them to deliver the contracted order as they have effectively prevented me using my duty free allowance by failing to deliver. This they have refused to consider doing.

Buy your duty free at the departure airport and do not order from Tourvest. The flight attendant on my flight told me this was becoming a common problem for them.

The reviews here speak for themselves. I wish I had checked them prior to placing my own order.

Money/ Avios point taken, but no delivery… I’ve just discovered that my O/H is still waiting for a refund from months back. It’s incompetent rather than dishonesty I’m sure which is why I give 2 stars rather than 1 star
Edit.. having spoken with them, I feel that the refund service was legitimate and acceptable as it seems BA rewards seem to have held up the refund process… bottom line is if it happens again, I have a contract name and am sure I’ll get it resolved sooner
BA should consider holding stock on board for failed deliveries

Yet again, placed an onboard delivery via BA highlife shop. Yet again, I am told it was not loaded on the flight. Numerous emails sent and phone calls made. Automatic replies saying we apologise. Same with phone calls. Nearly 1 month on and I am still fighting for my money. It’s basically theft and I have told them that. Sent email to CEO and got a reply saying the complaint should be directed to highlife shop as they are a BA partner. This was the first time anyone told me this after all of the emails and phone calls. Btw, this is 5th time this has happened and yes, I have complained before. What should happen is an immediate apology and instant refund. I have all the receipts, which interestingly, I have not been asked to provide. I felt for the crew who were deeply embarrassed and apologetic. Not their fault. I will say it again, it’s theft. They took my money but did not give me some of what I paid for. Disgusting and underhanded behaviour by what used to be mine and the nations favourite airline. Not anymore

Really poor and lets the whole British Airways brand down. I am a long time BA customer and I trust their brand. I feel like high life shop is a scam. I tried to order some jewellery that was available on my flight. Got to check out and was told it wasn't available for the flight but I could get it delivered home. Fine. As soon as I paid it was clear the avios hadn't been added. I emailed within minutes to inquire. Days later I get a reply saying the avios aren't available for home delivery (that wasn't explained when I ordered) and they can't cancel the order because it was already dispatched. No mention of the fact I contacted them within minutes of ordering. I called the number and it went to an answering machine (?!?) - clearly not a profesional outlet. Haven't been able to discuss with anyone. Not what I would expect at all from British Airways.

We went on cruise so could not take any duty free on board, ordered high life duty free for the return flight. But not delivered, very very frustrating as we could have picked up some at the airport, also no duty free on board the flight back from NY. Very disappointed. Will not use again

First impressions are really bad. I received an empty envelope yesterday; no order in it. When I tried to ring the support helpline, nobody answers .. I've sent an email, but don't hold out much hope, given the many other similar reviews. A money making exercise? Avoid.

If I could could no stars I would. Didn't receive my order on my flight. Sent an email and told I would get a refund which I havnt had. Been trying to call customer service for over a week, plays music then goes to voicemail so can't speak to anyone. Been emailing since and just getting ignored.

Ordered three products from the shop for a home delivery, received none of them . Emailed the shop who did reply saying it was delivered. I have written three times since so say it wasn’t delivered,any asked to provide the courier and tracking details which I never received I have had no reply’s . Messsged customer complaints and got a reply saying I would hear back in 24 hours . That was four days ago , still nothing .
Infuriating customer service.

Initially I left a bad review but reconsidered after. I have made a mistake when filling out my flight details with the wrong flight number and contact them to change it. They did replied after one week and it was all sorted out. The order was delivered on board with no issues

Ordered a half bottle of champagne to celebrate my wife’s birthday and family holiday. Hadn’t been put on the flight. Miserable cabin crew told me I obviously hadn’t ordered it despite having a confirmation email. Only what I’ve to expect from this dreadful airline.

Overcharged for food on flight - was told twice it was correct before I went through it item by item with the stewardess - was then told "the machine got it wrong". They put a cancellation through on the card machine and charged the correct amount.
Mysteriously, the recharge went through and could be seen in my bank account the same day, but not the refund. This was two months ago, and despite many calls with their support team I still don't have my money back.
It makes me wonder if not refunding people is their policy, in the hope it is not noticed...

No Duty Free Again!!
This is the second time that I have been let down, my purchase did not arrive as it was not boarded onto the flight.
Terrible service - what is the point of using the BA High Life Shop if you don't get your purchase. Needless to say I won't be using them in the future.

I've purchased from them 3 times and each time there has been an issue with my order. Their customer service is terrible, they take several days to respond, and send generic replies that have no relevance to the problem.