British Airways Reviews

I came back from London yesterday, it was my first time flying with British Airlines, the customer service was excellent and the staff also very nice people, very friendly and professional!! Thank You 🙏 very much. We had a great experience!!

We flew British airways from Dallas to Milan. Had a lay over in London… The flight attendants were the best we have had in any airline in a long while. They really made the flight enjoyable and the food quality was good. Seats were fine… It was the big double decker plane.

We experienced the flight cancellation to Newark, and were scheduled to go from London to Zurich then to JFK NY taking another day for us. A real nightmare. One of the Customer Experience Specialists called Hamayoun ** helped patiently looked up all possibilities and rescheduled our flight directly to JFK within the day. So, kudos to him and British airways for hiring skillful people like him. 👏

I am here at Heathrow airport and it’s a shameful nightmare. I wish we had never paid for a flight on American Airlines that connected us with a British Airways flight! Two cancellations then lies and reckless customer service! I am getting anxiety feeling like I will never be able to get to Barcelona! This is ridiculous! First time and last time flying British Airways. There are a few nice people here, but the majority are rude!

After traveling around the world for four decades, I can honestly say that my experience with British Airways was, by far, the worst travel experience I have ever had. I can’t even begin to capture the amount of frustration, disappointment, and additional hardship they caused throughout our experience. I normally won’t write a negative review if I don’t have something positive to say, but unfortunately, I truly have nothing positive to share this time.

I was just on 09/12/2026 flight BA298 from Chicago to Heathrow. I had been rebooked on this flight due to an issue with check-in from my original airport. When my wife boarded, the first overhead bin in the middle section already contained luggage, so she placed her carry-on in the next available bin. She subsequently discovered that the bag occupying the first bin belonged to a flight attendant. Throughout the flight, that flight attendant repeatedly needed access to her bag — approximately two to three times per hour. Each time she accessed it, she stepped into my wife's Club World seat cubicle. On at least three occasions, she actually stepped on Sheri's armrest in order to reach the overhead bin.

I will never again attempt to fly this POS excuse for an airline! It makes complete sense that they are one and the same with American Airlines the other company I swore off years ago. Four years ago, they ripped me off for $400 when they lost my bag. Said that they would reimburse me for my expenses because the bags didn’t catch up to me till four hotel rooms later and every time I try attempted to process the payment. I could never talk to a single person. I could do send emails and they never responded.

★☆☆☆☆ British Airways cancelled my mother’s flight, then suddenly put her back on it—but seated her at the back of the plane. I paid over $3,000 so she could have one of the best seats while traveling to see me as I returned from military deployment. That is not the seat or experience I paid for. I have tried to contact British Airways about this, and 23 days later, I still have no answer. After disrupting my mother’s trip and changing her seat, the least they could do is respond and explain how they plan to make it right. I did not expect special treatment as a U.S. service member. I expected British Airways to honor what I paid for, treat my mother with care, and answer a customer complaint. Their handling of this has been disgraceful.

British Airways lost my luggage four days ago, they gave me a receipt for my report, and said to wait for a call or text. I can track it, and it’s sitting at Heathrow two days now, still. I am in Tuscany Italy. I have had to buy basic necessities and clothes to get by. This has pretty much ruined my trip. I’m wouldn’t recommend them to anyone.

My husband and I booked our flights with British Airways in early 2026. I think February/March. When we arrived at Chicago I was told I most likely would not be able to fly due my ticket having an aka to my name. I knew this might be a problem so days before I contacted British Airways (on hold for over an hour) of which they told me that AA can change this at the ticket counter, since that is who I booked with.

Lack of support, technical issues that are certainly exasperated by humans with their lack of customers service, lack of resolving a customer issue, their phones are always experiencing "a high volume" regardless of time of day. I have been calling them, emailed few times, and uploaded documents regarding my locked Avios that I attempted several times to transfer over to QA which failed horribly.

I’ve been fighting with British Airways since early June, when they moved up a connecting flight, which we would’ve missed, and we received no help in getting us onto a plane that fit our original schedule. On the same trip they also charged us twice for a checked bag, for which I still have not received a refund. In fact, they’ve “closed” my customer service claim twice without even emailing me to notify me that the claim was closed (I had to keep an eye on the status in their claims portal), even though I’ve provided clear documentation that the bag was paid for in advance and then again at the airport because the gate agent said it hadn’t been paid for. They’re refusing to refund 66 Euro that I’m very obviously entitled to.

I booked on British Airways for our family of four. Due to different schedules, some of us had different departure dates, but nonetheless, we spent a LOT of money with BA, who we trusted. The return flights for three family members, all on the same flight, were horrific! We were delayed by about 4-5 hours trying to leave Manchester airport. We tried to talk to the ground staff, who told us they were just third party, and had no way to help, so we called BA. First, they routed one child on a different flight from the other two, separating parent and child. We had to fight to get that changed. They sent a hotel voucher for our child only, who is a minor and cannot stay at a hotel all by herself, so that was useless. Then, we were told we would get food vouchers, which we couldn’t use, as it took so long that I only got an email with the food vouchers while I was already in the line to board our flight.

Our flight from Heathrow to Amsterdam was cancelled midflight (mechanical issue forced turn around). There was nobody from BA to assist with rebooking, hotels, transport, or anything at the airport. They all said we will get an email! Eventually contacted representative through chat to change our return ticket. Booked Eurostar to Amsterdam as that got us to our trip in time. We submitted expenses to BA for repayment and they claim they paid, but no funds were ever received. Tried the chat agent again, but they could not help. This has been 10 weeks now with no repayment from BA for their issue. When this happened once with United, representatives were on ground, in person, to book hotels and new flights.

So disappointed in this airline. Purchased tickets to London with $4700 and 190,000 Avios. My husband had to have unplanned spine surgery and we are unable to travel. I was surprised that I did not get a refund on seat upgrades and some of the fees, however, I never thought they would keep the 190,000 Avios. When I contacted BA, they told me they would've worked with me if I had called and not canceled online, even though they direct you to cancel online when you login to your account. I filed a claim to get the Avios back and attached doctor proof of being unable to travel. I received a form letter within one hour stating case closed, sorry but no we will keep the Avios!! I told them we wanted to rebook this trip in the future, but they simply do not offer any assistance at all.

In June 2026, I purchased a round-trip Business Class ticket from St. Louis, Missouri, to London, England, with a return from Dublin, Ireland, to St. Louis. When booking, I intentionally selected and paid for a Business Class fare that I understood was fully refundable because I wanted the flexibility to cancel if necessary. Due to unforeseen circumstances, I canceled my reservation on June 24, 2026.

BA I wished I researched them before my US travels to Europe, Greece. Started with lost baggage that I have not received month later. Paid for first class seats and they overbooked and denied entry on that flight rebooked many hours later. I DO NOT RECOMMEND OR WILL I EVER TRAVEL WITH THIS AIRLINE. British airline is the worst I have ever traveled. If I could give them a negative number I would.

I paid nearly $1,900 for a roundtrip ticket from Dallas to Nairobi. While in Kenya, I decided to change my return itinerary to spend a week in Brussels before heading home. What should have been a simple flight change turned into an absurd customer service experience. My first call lasted nearly two hours. After finally reaching someone and discussing the new itinerary, I was told the changes couldn't be finalized and that I would need to call back the next day to confirm and pay. I specifically asked why they couldn't simply take my payment then and there. The answer was no.

Worst airline ever, please book with United, American Airlines or literally any other airline, my sister in law's passport was stolen. I tried to change their flight at the counter and they told me I had to call. I called and they told me that I had to speak to someone at the counter at the airport. Naturally they had to book new flights as we were getting the runaround and after speaking to Aayushi and her supervisor Fxaurya. They were unable to give me a refund for the tickets. The counter agents told me that I had to call to get their flight changed.

I am extremely disappointed with British Airways. My flight was canceled, and despite being told multiple times by customer service representatives that my refund had already been processed, I never received the money. Every time I called, I was given the same answer, but no one was able to provide any proof or confirmation of the refund transaction. I also contacted my credit card company, and they confirmed that no refund was ever received from British Airways. The lack of transparency, poor communication, and failure to resolve this issue has been very frustrating. Customers deserve honest updates and proper follow-up, especially when dealing with canceled flights and refunds.

Worst airline ever. Lost my luggage and wouldn't even help me find it. Customer service is the worst. Do not fly British Airways!! Unless you would like a dessert table of frustration.

Horrible experience. Totally ruined my vacation! Never answer my calls when I called to inform them of my lost luggage. Staff were rude and not helpful.

BA refused to credit a Business Class flight that had to be rescheduled due to a medical emergency. I have been flying with them for years and will never fly with them again.

The cabin crew are amazing. So attentive and excellent service. But British Airways is basically 2 companies. The excellent one in the skies and the terrible one on the ground. Do not join their CLUB. It is a COMPLETE SCAM. I am really close to retaining Bronze status for the next year. My Tier points collection ends on 31st March 2026. I took a return flight from London to Buenos Aires with their partner Iberia. I claimed the tier points and Avios for the outbound flights. They came in less than a week. I claimed the points for the return flights a month ago but nothing has come. I tried chat (no help whatsoever) and the online form (no answer ever).

The staff were pleasant but the food onboard was inedible. I have never seen food so disgusting and I think the chairman of the board. Sean Doyle should sample the food he is expecting his customers to eat. I honestly nearly threw up and I usually have a cast iron stomach.

So unimpressed with British Airways. BA flight 288 PHX to LHR. They are so confused. Incapable of moving things along. EVERYTHING took SO long! So frustrating sitting here during a 2 hour delay waiting for them to ** around shutting a cargo door. That took 40 minutes! Connections in LHR shot to hell. Why is this airline incapable of getting on with it?

One star because you there isn't a option for zero or minus. Worst customer care I have ever experienced. BA contacted us by email to advise that a flight had been cancelled with the offer to move to another flight the day before - ok, not great but these things happen, we contacted BA customer care to check a couple of options, at the end of the call he assured us the flight had been sorted.

They delayed opening the gate and then we were told to go to the counter inside the airport where they would issue us next day flight. As we lined up, they were no customers service for 2 hours. We then decided to pay for hotels and now they have even refused to offer refunds. The flight attendant and pilots were professional but they work for a terrible company. I travel to Europe about 6 times a year and I will avoid British airlines moving forward.

Absolutely the worst airline ever. Downgraded from business class tickets that I paid for without explanation at the gate. 20 vacant seats with crew members lounging in about eight of them. Kicked some people off the flight. Somehow, this airline thinks that this is acceptable customer service. I was asked to apply for a refund. It should’ve been an automatic. Today, I get an insulting email of a tiny amount refunded to my credit card. Will never fly this airline again.

Rude attendant, delays, no refund for delayed flights, not even sorry. I have travelled with them three times, every once is worse than the other. Lesson learned. Never sacrifice your dignity for price, and it wasn’t even that cheap.

I would rate this airline zero stars if possible. The airline's operations appear designed to ensure passengers miss connecting flights and experience missing luggage. There was a complete lack of urgency or willingness from staff to rebook me on a flight that would arrive on time with my baggage. The dismissive and unhelpful attitude toward a paying customer is unacceptable. Had the airline demonstrated basic respect and made a genuine effort to resolve the situation, I would not have left this negative review.

In trying to review my booking using the British Airways app it directed me to the website, while trying to see options for changing a flight due to an error on my scheduling, I selected a proceed button that I thought was going to show me options based on the information on the previous screen that canceled my booking. As the refund was instantly issued, customer service said they had no ability to assist. I couldn’t rebook without paying 3x more. I received an automatic refund of $187 for a $3000 flight. I have no recourse, their website is sham and a mess, the interaction because the app and website is fatally flaw and their customer service is useless, powerless, and confusing. Do not let your family or friends book BA, if you do- use trip insurance and do not touch their website- only call them- even to inquire- their website is horrendous and misleading, the app is useless. Only recommend to your enemies.

I’ve never felt compelled to write a warning about an airline before, but my experience with British Airways this week was so unacceptable that I want others—especially anyone paying for Premium or Business Class—to be aware. I booked a roundtrip Business Class ticket and paid extra for preferred seats. My credit card was charged, yet I received an email claiming there was an issue with my reservation.

I booked the flight. Will be there Airways on a business class from Los Angeles Angeles Tel Aviv. Flight from LAX to London was operated by American Airlines before boarding. I’ve been called to the counter and been told that my set was “broken” obviously they were oversold. And they need to down grade me. I obviously I was furious and told him I rather not fly at all so they told me the other option is to go with the letter right operated by British Airways. I agreed. They told me I needed to go to baggage claim to get my bag and check it in again with British Airways. Go to security all over again. Boarded the flight and I was very spectacle the chairs didn’t look comfortable and everything looked very old and it didn’t fail. The food quality was bad. It was like you get a meal. On coach on international flight.

While I like their planes and routes and they seem safe, their customer service centers are terrible. I recently had to cancel my flight and when I went to rebook it, the representative could not answer any of my questions regarding how the rebooking policy works. After I asked her twice why I was being charged for my rebooking she hung up on me without providing an answer. I called and spoke to another representative who then tried to make my booking but forgot to put my name in the rebooking so the “back office” rejected it. This is what I was told after I had to call back a third time to rebook this flight.

I am an emerald (top tier) BA customer with almost 3 million miles flown. I had to cancel 2 US to UK round trip business class tickets due to an illness. I notified the airline before the flight and was told by a BA representative a refund would be processed. When I didn't receive it I sent several follow-up inquiries. I received numerous emails over several months saying the claim was being processed and thanking me for my patience. Then one day they sent a note the case was closed. Since then they have been ignoring my emails. BA literally stole $16,000 from me! These thieves are the last airline I will ever fly.

BA APP does not work and we booked 2 tickets for BUSINESS CLASS and try to add passport information every time show system have issue on BA SIDE MESSAGE on computer. They do not allow to select seat in business class too. This big airline in penny-pinching business.

I had a confirmed booking in a higher cabin class, yet British Airways downgraded me at the airport without prior notice. The flight was overbooked, and I was forced to fly in a lower class. What’s even worse is that the airline claims they don’t offer compensation for involuntary downgrades, which is completely unacceptable and contrary to passenger rights. The lack of accountability and customer care is shocking for a company of this size. I will never choose British Airways again and advise others to double-check policies before booking.

We recently flew from London to Amsterdam and our luggage was misplaced. It ended up in Düsseldorf Germany for three weeks. The AirTags showed exactly where my luggage was and still British Airways couldn’t seem to get them to me. We finally were able to get them after 33 days only through my own efforts and nothing from BA. I filed a claim for reimbursement of expenses incurred while my luggage was delayed and I am having the same worthless experience with them again. No claim status updates, only that the claim is still being worked on and to check back later. We are now going on close to four weeks since I filed the claim. This has been and still is a completely frustrating experience. Stay away from British Airways!!!!!

I recently booked Club World tickets (business class) for myself and my son from Boston to Johannesburg. I paid $11,636.82 for two tickets. Where do I even begin? The seats were like sitting in an old-fashioned winged back chair with an ottoman that you would find in a 1800’s museum! No room, no privacy, hard and the passengers in the middle seats, had to climb over me in order to get to the bathroom!!!! That, along with being on the isle with people continually bumping into me, made it impossible to sleep and was extremely uncomfortable. Because the seats were not straight, rather set in a yin-yang configuration, my arm against the other seat had to always be bent or placed over my stomach.