British Airways Reviews 

I have over 500,000 avios miles, but I can't use them because they are blocked for most travel days. If I try to call BA customer service, I am put in a queue for nearly an hour. And this is the "special" treatment I get for being a Silver card member!! Interestingly, even when I book a flight using my frequent flier miles, I pay almost the same as I would for a ticket on JetBlue (without using any frequent flier miles)!! I don't understand what my frequent flier miles really buy on BA!! What a rip-off!!

Professional and understanding and resolved issue immediately

We booked a family trip to Dubai in January for travel in December, deliberately choosing a daytime flight so we could arrive the night before my mother’s 70th birthday and be rested for the celebrations.

British Airways cancelled the flight and the replacement we had to accept is an overnight service, which significantly changes the start of what was meant to be a very special family trip.

We also paid extra for extra-legroom seats when we originally booked. After the cancellation and rebooking, the system appeared to ask us to pay for seating again, so I had to contact customer services to get this corrected.

My main frustration has been the complaint handling. I have repeatedly tried to explain that I am not simply asking for a booking change. I am asking BA to acknowledge the disruption, the seating issue and the impact on this important family occasion.

Instead, I have been passed between teams, told that nothing can be considered before travel, refused escalation to a manager, and my complaint case has been marked as closed without what I feel is a proper response to the substance of my complaint.

I fully understand that airlines sometimes have to change schedules, but I expected much better customer service and complaint handling from British Airways. At the very least, I would have expected my concerns to be properly reviewed rather than repeatedly redirected and closed.

I was on your flight from accra to heathrow first week in September 2026, and the food was so bad, may l know why about 70% of your passengers are african but you don't bother to consider serving both continental and african food on board? Why can't you think about that? I think we deserve better than that. Thank you!

My query was dealt with super quick and customer service were very happy to help me.

I previously wrote a review bitterly criticising BA but in the last week I flew with them and back to Vienna. I was treated very well when booking. The online getting boarding pass simple and the staff on the ground and in the air were pleasant and helpful despite the planes being full.

A very pleasant. change

Absolutely diabolical! Your customer service is non existent absolutely disgusting! SHAME ON YOU BA!
No one to talk to and not even a sorry for not loading our luggage onto the aircraft! Simple job you may think, nope not for BA as they have proven it is extremely difficult to carry out this simple job. Honestly do not waste your time with them.

We’ve still have no communication with anyone from BA, they keep closing our case. I honestly would love to know what the CEO has to say about this. A lovely relaxing holiday we were supposed to have, but no that was ruined by BA!

What do you have to say for yourselves?!

My luggage would’ve gotten there quicker on a donkey!!

I would like to express my sincere appreciation for the outstanding service I received from British Airways.

The level of care, kindness, professionalism, and genuine willingness to help truly impressed me. I felt listened to, respected, and well taken care of throughout the experience.

It’s not often that customer service leaves such a positive impression, but this experience genuinely made me appreciate British Airways even more. Your staff went above and beyond to assist me, and I am extremely grateful for their support.

Thank you so much for making my experience easier, more comfortable, and more enjoyable. Excellent service like this is exactly what makes customers feel valued and want to fly with British Airways again. ❤️

Thank you once again for your exceptional service!

Flu from Newcastle and landed in Heathrow Thursday 10 Sept, when I received a text saying my connecting flight was canceled to Bologna Italy and rescheduled Sat 12. No good, we had a cruise Sat 12th.
They would not give us our luggage that day to move on, said it was in security. We booked a flight to Florence which meant trains to the cruise, however our only way. We booked a hotel in London and that night and flew out to Florence early Friday. They said our luggage would be on the Florence flight. This never happened. It did not turn up. How ever after loads of phone call by my son-in-law they said the would deliver luggage to cruise ship Saturday. This didn’t happen. We had air tags on cases and they did not leave London. After 57 phone calls and staff telling different stories we got our cases 5 days into a 7 day cruise.cases missing for 6 days. We had **** all to wear as shops not available in the middle of the med.
No one had a clue what was going on in British Airways. No one there to help at airport no one interested in helping. Hell will freeze over before I fly with these incompetent airways again. Found out later a friend lost his luggage to Vegas that week end too. Useless !!!

BA Booking Ref X6MMQD. London to Punta Cana, Dominican Republic.
Whilst on holiday, my wife broke her ankle the day before we were due to fly back to the UK. 08/09/26. We contacted BA to let them know that my wife was in hospital and about to have surgery. BA immediately sprang into action with the Duty Office, who liaised with the Hotel to extend our stay, and also our Insurance company to help with any information they might require whilst this was happening. BA ensured that the insurance company were going to pay for an upgrade to business class to ensure that my wife was comfortable for the 8-9hr flight back to the UK. The insurance company thought it would be ok to put us in Economy!! The staff in the Duty Office were exceptional, and a credit to BA: Ed, Tom and Jamal, as were the flight crew on BA2204 Punta Cana to Gatwick on Weds 16th Sept. BA may well make mistakes, as does all the other airlines, but when the chips are down, and you really need help, they are exceptional. Thank you, BA, for getting us repatriated back to the UK and taking the stress out of the whole situation. Steve and Rosemarie Harding

Fast and efficient service to resolve my issue

Once an airline that commanded real status, British Airways is now a falling superstar clinging to a prestige it no longer deserves.

I missed my return flight from Istanbul to London because British Airways failed to issue my boarding pass. What followed was a masterclass in how not to treat a passenger. No ground staff. No guidance. A customer service operation so ill-equipped it could not advise me how to retrieve my own baggage, rebook my flight, or tell me what my next steps were. Every agent I spoke to contradicted the last. The only consistent thing was their inability to help.

I was stranded in a foreign country with no support, no information, and no resolution. I had to involve friends and family in the UK to assist me because British Airways could not. I sourced my own accommodation at my own expense, missed a time-critical post-rabies exposure vaccination, and missed days of work. British Airways' eventual offer of assistance was a flight back to the UK a week after my original departure date, self-funded, with self-funded accommodation for the intervening period. I declined, and instead booked my own return flight via Wizz Air, a competing carrier, because it was the only way to get home in any reasonable timeframe.

Recouping my costs took close to a year of back and forth, repeated requests for evidence already provided, and responses that bore no relation to what had been submitted. British Airways did the absolute bare minimum the law required, and nothing more.

Does BA have a customer service function? In name only. Would I caution you against flying with them? Given all of the above, ask yourself why would you ?

One star. No redeeming features.

Pathetic!! An hours delay announced just before boarding! Why can’t these flights get checked for smooth/safe operations and not announce last minute servicing😒
Also, the special meals on a previous flight was boringly same on OB/IB flights. Fruits were partially frozen!

Great customer service. Resolved my query efficiently.

Awful service on board, an odyssey to get a simple receipt of the flight

Claire M. Was a really friendly and helpful advisor. Thanks so much.

We will NEVER choose British Airways again for any travel. If needed, we will pay slightly more just to avoid them. On our last trip from L.A to Venice via LHR, our luggage was missing upon arrival. We received no email, no notification from the airline. Half our flight had no luggage. Some received emails explaining their luggage would arrive on a different flight.

We had to pay EUR several hundreds to have our luggage retrieved 9 hours after arrival because it was 11.00 PM and with exhausted children, the hotel arranged for our luggage to be retrieved from the airport and brought by boat to us.

We filed a complaint with all the necessary documentation and followed up with 10 emails but each time, BA claimed we didn't sent any receipts which was completely false.

There is of course no phone number to call so when we dialled a general number and spend 60 min on hold, nobody could help us.

It is obvious that BA is doing all it can to not refund customers.

Besides this, our planes were old, filthy and terribly uncomfortable (and we were flying in Business Class). The food was inedible.

Anyone who can avoid flying this airline should at all cost.

I wish I could give a 0 rating given how bad my experience with British airways customer service has been

Avios rewards system is ridiculous. Fell just short of number of points for an upgrade rewards flight so follow the link to buy extra Avios - which I did. Those points I'm now told could be sat in a BA holding process for up to 3 working days, even though they show up in my Avios account.

So likely I'll miss being able to get one of the two rewards seats left on the flight I want.

Absolute joke in this day and age for such a backwards system - guess that's BA for you nowadays

horrible experiencie, 2 hrs delay and terrible costumer service.