Consumer Complaints and Reviews
My 14 year old daughter and I recently flew to visit her brother in Salzburg. We flew through London Heathrow on a day there was too much fog on for our connecting flight to leave on time. We had to wait in line for over 6 HOURS. The customer service number for BA was not working (even though they had a message up on the screen for us to call that number) and none of the agents could tell us anything about next steps. There were people with small children, and elderly all just waiting and waiting for help without answers for that many hours.
We were finally rerouted through Vienna and arrived in Salzburg WITHOUT our bags. I received my bag within 2 day however my daughter's bag was missing the ENTIRE 10 day trip. We are back home in the States now and still no bag. We were lied to, insulted, and literally told that until the bag is missing for 21 days there is nothing we can do. I will never fly this airlines again. They are partners with one of my favorite airlines in the States, Alaska Air so I am sorry to learn that one the best airlines in the US is a partner with the absolute worst I have ever encountered. DO NOT TRUST THIS AIRLINE WITH YOUR BAGS!
My name is John **, on the 29/11/16 Me and my partner returned from what was supposed to be a dream holiday from Cape Town to London on a business class flight BA0042, It's not very often that I can afford to fly business so was quite excited about my flight home as we always have a good experience with British Airways, once in our seats we realised that there was something wrong with the entertainment system on both mine and my partners seats plus the couple in front of us, we told the steward who apologized and tried to fix the problem. He said that he tried to reset the system three times but I never saw the screen turn off and go back on once to indicate that it was being reset.
I don't sleep well on flights so we were very disappointed to not be able to watch any films on such a long and very expensive flight, we were told that another 48 systems in economy were down and that there was nothing he could do, I had finished my book the day before so didn't even have anything to read before I attempted sleep, when the lights were out and everyone was sleeping I put my seat into bed mode and tried to sleep, as soon as I moved and put any pressure on the bottom of the bed, the leg part of the seat collapsed to the floor.
I returned my seat back up and had to lift the bottom leg part all the way back up then bring it back down to get it back in the position for sleeping, I returned my seat back down and tried again, but again any small amount of pressure from my legs made it collapse, that part of the seat is attached to the seat in front so every time it fell it jolted the poor woman's seat and kept her awake, she wasn't happy and told me about this when we were all awake, as it was late and the lights were out.
I finally got the stewardesses attention and she got the guy who had tried to fix the tv problem and all he could do was apologize again saying this has happened before and again there was nothing he could do, I didn't get any sleep and it was the worst flight I have ever taken. I also had to go straight to work from this flight, to make things worse, my partner's glasses fell on the floor during the night and someone stepped on them and broke them in half. He cannot function without them, the female stewardess was quite sarcastic and unsympathetic saying falling asleep with your glasses on wasn't very wise, he didn't fall asleep with them on and he didn't appreciate her comments.
The steward gave us forms to fill out and said that we would be compensated for such a bad flight, after not hearing from BA, I contacted BA via the BA website link and made my complaints explaining everything and received a reply from a very unhelpful, unsympathetic customer relations person (Sophie **) apologizing about our bad experience and offered me 8000 avios points as a good will gesture, I was not happy with this. My flight alone cost £2,000 and I also had to pay £95 to reserve my seat so that I could be sure I would be sitting next to my partner.
8000 doesn't even cover the price for reserving the seat, I sent more emails to her saying how unhappy I was by her decision, and she replied saying she would not be changing her mind on the matter and there will be no compensation. I asked her for names of people above her that I could contact about this and she just gave me two web addresses that are nothing to do with BA, Nearly £2,100 is a huge amount of money for me to pay for one flight.
I few economy going out to Cape Town and cost just under £500 and was a great flight. I wish I booked economy for my return, the experience made a very miserable end to my great holiday. I cannot believe BA treat people like this, my partners flight was an open flight so his cost so much more than mine and he still hasn't heard from BA even after I filled both our complaints forms out on the plane and handed them back to the steward as we left the plane, he wants me to deal with his complaint but I have added his email address for him to be contacted. Please let me know how to get this resolved, I have been advised to go to the newspapers with this but I would rather BA did what was right without me going down that road. Sending to as many contacts that I think my help as possible and on social media.
Me and my wife were traveling to Austin, Texas USA to spend time with our sons. We traveled by your airlines earlier and again this time also Our tickets were booked by your airlines from Hyderabad to Dallas on 13.12.2016. We reached Hyderabad airport only to learn that the Hyderabad - London flight was delayed by an hour and the consequential effect was that we would miss the flight from London to Dallas.
We waited for our turn to obtain boarding passes, to be welcomed by a nice counter officer Mr. **, he explained to us nicely about the delay and the consequential effect of our missing the onward flight. He put forth before us 3 options and asked us to choose the best one, either to travel the next day or travel to Dallas on a bit longer route or alternatively (the best option he advised us) to stay in London that night. That sounded good and we heeded to the best advice given by Mr. **, He further said that the airlines would take care of our stay and food arrangements.
We traveled to London and true to his words the counter staff at Heathrow have made all the arrangements within minutes and made us comfortable. Next day we traveled to our destination without any hassle. This is a unique experience. The counter staff were exemplary in their service, their proactive-ness has made us determine that every time we travel to USA, we will travel by BRITISH AIRWAYS only.
Circumstances beyond my control force me to request a refund on two tickets amounting to $1107.82. These tickets were booked in 11/10/2016. Today is 12/7/2016 and the travel date was 2/21/2017. British Airways refuses to refund the ticket price and tells me they will refund the taxes. The taxes on each ticket are $403.91 for a total of $807.92. Then I'm told no they will NOT refund all taxes because I need to pay for FUEL to used on this flight. A flight my daughter and I will not taken. British Airways had over two months resell the tickets. They are SCAM ARTISTS, THIEVES, AND CHEATS. My daughter and myself have traveled on British Airways for work on many occasions. The future I'll avoid ALL British Airways flights and make sure our employers are aware of BA's ridiculous rules and activities.
We were returning to US by business class from Chennai to Miami by BA 0036. Flight was delayed due to issues with incoming flight. We got no intimation even though all our phone numbers and emails were registered with the airlines. Extremely callus response from BA agents, completely lacking customer service ethos. One wonders if the flights from India are treated differently or if it is a general pathetic ecosystem in BA. I tried BA after 8 years... not again for a long while. Passengers flying to and from India beware! Try a different carrier.
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We have only this worst airways available from hyd(IN) - phx(AZ) with one stop in London. We unfortunately have to rely on this airways to make our elderly sick parents for their travel for less number of stops. This airways has always proved cheaters in their services. In spite of so many calls to reminder about the wheelchair service they have not provided the service. My mom is heart patient recently had her surgery. She walked all the way from terminal 3 to 5. In spite my parents requested for help at different information desk and person, no official has given any help. Later on I called to airport and special service for disability OMNI service I got to know request for wheelchair has not been sent to them from airways. This Airways has to be ashamed for service and inconvenience they are providing for passenger after taking high prices for tickets.
I booked flights with BA from London-Kuala Lumpur-Bandar-Kuala Lumpur-London. These were all booked at the same time and they also took the booking, therefore contract, with Royal Brunei Airlines (RBI) for the KL/Bandar/KL legs. For whatever reason RBI cancelled one of the flights, and it was only by accident that I found this out, by going on the BA website. I had to change a flight and waste a day in Brunei. BA have refused all responsibility, even on the lack of communicating the cancelled flight to me. I find this deplorable after booking everything through BA. I would certainly never book anything direct with BA again, as this lack of service by a major carrier to a customer is despicable.
This is the most horrendous, incompetent company on the planet who DOES NOT CARE about their passengers, even frequent fliers. They are nice when things go well but totally unhelpful and provide misleading information when things go wrong. Their terminal 5 is always having technical problems and guess what - it's your problem not theirs that check in desk is not working. And if you are late for your flight NOBODY is going to help you!! They made a mistake by saying that I cannot drop off my bag (I was checked in already) 1 hour before the flight - which is wrong and never admitted their mistake. Please avoid this company as a plague.
I checked in my bag (23 KG) at London airport First class counter on September 18, 2016 at ~8:40 AM (flight at 10:50 AM) since I am a EMERALD member. On receipt of my boarding pass I found that baggage tag was not attached, but the bag was already gone. She could not find baggage tag, but wrote ** at back of boarding pass. On arrival at Washington Dulles airport, my bag was missing, which I reported to BA representative. He had printed report for ** and told me that bag went to wrong belt. I was given claim no, **, and he told me that I would get text on my phone in 1-2 hours. NO TEXT WAS RECEIVED.
I looked up on BA website on September 19 stating that my bag was found and getting ready for delivery. I called BA at ~3:00 PM and was told the same. I called ~7:00 PM, and was told that my bag was missing and new number ** was assigned. I was now really puzzled, and contacted several BA representatives, and eventually was told that there was a bag at London airport without baggage tag. They had opened that bag and asked me to identify some of the items, which I did and it was my bag. I was told that it would be delivered next day. I got text on September 20 evening that my bag would be delivered and was told that they would call me before delivery. I specifically told the person not to call after 10:30 PM.
In the morning on September 21, while going to office, I found bag at front entrance of my house. I was surprised, and picked it up but it was much lighter, and weighed 13 KG, in other words 10 KG items were missing. Missing items were one of my Good Woolen Suit with a Tie, 6 packages of Special Tea, special packages of Indian snacks, several packages of Special Lentils and Cardamom, etc., etc. I called BA representative at Washington Dulles airport on September 21 three times and left messages. Eventually, BA representative called me in the evening and confirmed that no items were taken from my bag at Washington Dulles airport. It was therefore confirmed that BA staff who opened my bag at London airport took items from my bag. BA representative also told me that courier should had called before delivering my bag and she was to look into this matter.
Here are the issues: Bag was not tagged by BA representative, and sent on the belt. Conflicting information provided to me. Amount of time I spent without much help from BA representatives. WHY were items Stolen from my bag? I am a frequent flyer on BA and have Emerald status. BA compensated only 50% for the value of my woolen suit and tie, but did not provide any compensation for the items STOLEN from my bag. MISSING BAG APPEARS TO BE COMMON, AND NOW STEALING ITEMS FROM THE PASSENGER'S BAG... BEWARE BA TRAVELERS!
My daughter checked in for a flight online using her passport the day before her flight Venice to London. When she went to the British Airways (BA) customer service counter to get her seat, they would not give it to her because the ticket only had her first and last name, not her last. The agent tried to call BA and got no one. The agent told her the only option was to buy another ticket and get a refund from BA for the first. When she got home tried to get a refund for over three weeks for her $350.00 ticket, BA told her that there would be no refund. Thanks for nothing BA!
We booked the tickets unknowingly in BA and are trying to assign a paid seat for one of the leg of the journey for last 2 weeks. It throws error online. When the BA call center is called, they put on hold for 30 minutes and tell us to call after 12 hours. This is on going for last 2 weeks. Spoke to call center rep 2 hours ago, one Ms. **, who was so arrogant, was not willing to even transfer the call to supervisor and has no solution. Called twice with my travel agent, jointly had calls with BA. They make us wait for 45 minutes and say ''This is fishy error'' and not sure why it's not allowing to block the payment seat and refuse to support.
This is strange. Why is BA team not able to assign a paid seat to a passenger and not able to solve a technical issue for last 2 weeks? In my last 13 years, I have taken more than 1,000 flights and have ever faced issues like this with any airlines. Either BA is completely insane and arrogant, not willing to support passengers or their technology dept. is outdated, not able to clear the issues. However, never want to flight with BA going forward. The worst guys ever seen.
Booked in emergency a flight for my mom to visit us in Germany. 3 months of emails and mental torture. Spent around 1000 Dollars to BA and UK visa authorities. My mom at the end got sick and couldn't fly. BA staff is either ignorant or they literally ill informed customers. Last week called them to refund ticket, one Lady told me I can get around 150 Dollars back, customer Service told me that for that I have to pay 180 Dollar cancellation fees. Get nothing from 1000 Dollars which I payed back. Please don't fly with BA and never from London. UK Direct Airside Visa is the most horrible Thing which I have ever faced in my life.
While traveling back to United States from Accra, Ghana on Flight BA78, the pilot made an announcement that due to possible insects they must spray the inside of plane with an dissecticide that they claim is not "harmful " to humans. All the times I and husband have traveled, we have never encountered such an incident. The other passengers like us looked shocked.
As soon as the announcement was made, the section before the Economy section was closed off, 4 flight attendants with "Roach Bomb" like aerosol can was opened and this spray they held over their heads walking up and down the aisles smiling. Quickly my husband used his baseball cap to cover his nose and mouth. EVERYTHING WAS MOVING SO QUICKLY! I suffer from asthma and eczema. My husband suffers from Sarcoidosis and Heart Failure. I don't know if there were any pregnant women on board. I don't know if there were other people with any health concerns nor did British Airways.
Later our throats and chest started burning. I did not have my inhaler onboard. Thank GOD I didn't have an attack. Thank GOD my husband didn't have a more serious reaction with his heart. The following day I called our physician to document what occurred and they both said that they have never heard of such a thing. That it was weird and scary. As I write this I am still feeling some of the negative effects. NEVER AGAIN BRITISH AIRWAYS!!!
Let me give you the background first. I am just an ordinary person with no high expectations but I do expect to receive a service that I paid for. BA's first class from LHR to Kuala Lumpur in their much vaunted first class cabin. Poor service even before the flight started. 3 weeks before the flight I tried to book a massage in their exclusive lounge. The reply was "it was full". Really? I wrote again to say how unhappy I was and was told to get a walk-in slot on the day. On the day the only space they had was 40 minutes before departure and I was only offered a massage chair for 15 minutes. Then boarding came and their priority lane was crowded (certainly not an exclusive experience).
On board the seat was ok but nothing special. I'd say the seats are like what you get in business class with some other airlines. No Wifi offered. Toilet (only one for the first class cabin) was no different from what you get in a low cost airline. Cabin crew while ok were very very slow, off the mark and could not anticipate passengers' needs. Entertainment choice was very poor with very little selection. When I arrived in Kuala Lumpur I asked the chief stewardess about Fast track but she could not be bothered to help. She just said "we don't do Fast track". In fact I could go through the priority lane and I figured this out myself.
On the return flight the first class lounge in Kuala Lumpur was excellent, staff very attentive and food was very good but this is a Malaysia Airlines lounge and not BA! Return flight was also very average. Poor service. I slept for a few hours and when I got up I rang the bell. Nobody came. I watched a documentary and had to call again after more than one hour. When the stewardess came I asked if I could order breakfast. Her reply was "of course but we start serving from the other side". Am I supposed to know that when the whole concept of flying first class is dining on demand???
To summarise the best experience of this trip was in the lounge in Kuala Lumpur which is not even BA as it is a Malaysia Airlines lounge!!! BA should know that people pay for first class for the whole service and experience and not just to have a flat bed in a cabin with nice cutlery. BA's much publicised First Class in their 787-9 is a major disappointment and is light years behind the La Première service and experience with Air France. It is definitely not worth the money.
I am writing to you because you're a serial entrepreneur with very strong understanding of organizational culture and I believe an organizational culture is a top down process. By the way I am neither a BA employee nor a social activist. I am a small time entrepreneur in Boston, MA in Healthcare IT sector. I am writing to you not to complain, but hoping that this letter will help you in building a better organizational culture in British Airways.
I live in Boston, due to my business and family connection in India, I frequently travel to India. Past six years, except for couple of times, I have been using British Airways to fly to India. Honestly not because of service, but for the connectivity and time convenience. But after my return trip on August 8, 2016 on BA flight BA-256 from Delhi to London, I no more desire to travel by British Airways. Again, I do not want to talk about my experience on this flight as I have no intention of complaining. But want to make you aware of certain organizational culture and behavioral improvement needed by your staffs in London to India sector.
Every time I fly from Delhi to London, I find those grumpy faces, rude behavior which can be duly classified as racial discrimination from BA flight attendants. Few times I thought that might be because of the long travel and inadequate rests for the flight attendants. But that cannot be true every time. There is an Indian proverb which translated to English would be 'One can eat bitter food, but cannot swallow bitter words'. Both you and I are in service industry, you're in Aviation and I am in Healthcare, though I am a small startup and you're a billion dollar company, we both serve people. Every penny we earn because of people's willingness to spend that money on us, not because they do not have any other choice. Irrespective of their color, race, religion and food habit, they put their faith on us and give their business to us and it is important for us to respect that.It is true that flights from London to US are always pleasant and the flight attendants are very helpful, always smiling. But on the contrary, BA flights from India to London always lacks quality food and service, grumpy and unapproachable attendants with 18th century British colonial mindset. For curiosity, I checked on Twitter and Facebook for British Airways + Racist and I could find thousands of post in social media for racist behavior of British Airways. So I am not alone.
Please note that India is growing faster than any other country, and India now have more millionaire than Great Britain. India now have more entrepreneurs and C level executives than Great Britain. India is a huge market and I am sure British Airways would not want to lose on that.
The new millennials from India wants respect and they know how utilize the powerful tool like social media to take their voices to public. So unless British Airways want to lose out to competition, this arrogance needs to change before it is too late. I could have sent this email to online customer suggestions in BA website, but that would not have changed anything. If anything needs to change, it needs to be a top down approach. Last summer, when I visited India with another family friend, he insisted that I travel in Emirates for once and I did. I could definitely see the difference in service and crew behavior on flight from Dubai to Delhi and Delhi to Dubai. So for me, after this flight experience on British Airways, I know my choice will be for my future flights to India.
Lastly, you being a busy executive, I am not expecting any response to this email. Moreover I do not know whether this email will reach you or your secretary will gracefully delete it. But if you read this, hope you'll try to bring some changes. Otherwise more Indian will stand up and unlike me, they will take the path of social media which will be damaging for British Airways.
BA managed to lose our bags on the journey out to Sicily and on the way back! Going out, 1 hour queue just to drop our bags off as we had checked in online (only 1 counter open for all BA flights), had to run to other end of airport through security just to get the flight, good thing we were there 2 hours beforehand. Got to Sicily, online tracker didn't work or wasn't updated, customer care just cut us off with 'we are busy, call back later', had to return to Catania airport every day for 5 days (driving & parking in Catania is a nightmare).
Twitter replies only set us to the online tracker and aforementioned customer service. Got back lost bag again! Reply from BA? "Sorry, but you agreed to our terms and conditions when you booked." I thought I was dealing with a reputable company, how wrong was I. Doesn't say in the terms and conditions that they reserve the right to lose your luggage for 5 days and give you no means of tracking it. If they lose your luggage, you are on your own, find it yourself!
And it causes a chaos. Everyone is used to flights being constantly delayed in Gatwick, however one flying business class (at least that's what they call the economy seats front row with a "better service") or with a Silver/Gold tier expects to wait in a BA lounge sipping a cocktail waiting for another belated boarding. Guess what- BA does not have a lounge now, instead they are using nr1 lounge subject to capacity. And when 5 flights are delayed, guess what happens- no capacity even for business class passengers. Does BA ground staff care about it? The "computer says no" attitude prevails together with the usual BA familiarities and sorry that means nothing. Try to be more professional and show some respect, time to grow up! Now the customer service is non existent and no one cares about anything. If I want no frills I fly EasyJet.
The worst company and customer service ever. On the flight from CALGARY to LONDON then Paris the 11 of July the BA left almost 2 and 1/2 h late from Calgary and they promise us to be on time for our connection flight in Paris. Then the other flight from LONDON TO PARIS was 3 hrs late SO we missed our connection flight. I had to spend the night with 2 young kids (4 and 7 yrs) and my wife in the airport of PARIS and re-book another flight the day after late afternoon. AND when I contact their customer service here is their answer ==
"Dear Mr **, Thanks for letting us know what happened when you and your family were travelling from Calgary on 11 July. I apologise for the delay in response. I completely understand how frustrated you must have been when your flight was delayed, especially as you missed your connecting flight. I’m so sorry for the problems we caused you. Our Operations team investigate the reason for every flight delay and this tells us where we’re going wrong. From what you’ve told me about your delayed flight, I absolutely agree we’ve let you down.
"We always want to maintain a stable operation and we’ll only delay an aircraft if we really have to, particularly as it affects our customers and their plans. If you speak to a staff member at the airport, or call our contact centres, we’ll do our best to rearrange your travel plans to suit you. I'd like to inform you that we're not liable for any consequential loss a customer or third party may have as a result of a delay, so I'm afraid I can't reimburse your re-book expenses. We generally direct customers to their travel insurance company who may be able to help."
My aunt died and so I couldn't use the outward leg of a BA return flight. (I had to get an earlier flight to get to her funeral. BA and Expedia were going to charge a cancellation fee plus flight difference which I could not afford. A new One-Way ticket with Aer Lingus was cheaper). When I checked-in for my return journey to the U.S., the BA agent denied my return seat. I was forced to buy a new seat costing £1191.52 sterling. Essentially, they had sold my seat that I had originally paid for in dollars - ($1093.60). The agent said "If you don't get on the outward journey, you can't get on the return journey," and "that was 'BA policy'." They're refusing refund – saying that it was 'just my aunt' and not immediate family. That's cold, but really not the point.
I was prepared to lose money on the outward journey, but did not expect to be stung with a new, extortionate, ticket price on return journey from the funeral. My credit card company in the U.S. will refund the original flight price, but they need proof that I didn't use that ticket. BA and Expedia are being totally unhelpful and are passing me back and forth – telling me it's the responsibility of the other to provide this proof. This BA policy should be banned. It's just an excuse for them to take money from people.
Bad experience with the 'British punctuality' company. The crew arrived one hour late due to traffic in Lima! For this unprofessional reason, the flight left an hour late from the capital of Peru, and arrived an hour late to London-Gatwick, although, one member of staff said to us in Lima, "these delays are common and then the time is recovered during the flight".
For this reason we missed the connecting flight in London and we had to buy a new ticket to fly on the same day for 200 euros per person with another company. A shame the alarming lack of professionalism of the crew and the impossibility of finding a solution to buy the connecting flight with another company. The helplessness of the client in these cases leaves only one way: don't recommend ever to travel with this company. You can be sure that me, my family and all of my friends will never fly with British Airways.
This year I booked a trip from Miami to Moscow with British Airways by purchasing a package of hotel plus flight ticket from Expedia. I paid the amount Expedia charged to my credit card. But in my card account statement another charge appears directly from British Airways in the order of $960.00. I asked Expedia about it and they told me to contact British Airways. This I tried to do.
I have sent 4 messages using their website and I do not get a single answer after more than 2 months. I have also tried using the direct telephone lines, and nobody answers. It is obvious that this airline is too big to care about their customers. I DO NOT RECOMMEND FLYING with THEM. If there is a slight possibility of having to make date changes and you have to get in contact with Customer Service, forget it. Do not become their customer. They do not have the slightest courtesy, inclination or intention to serve you using Customer Service. DO NOT FLY with THEM.
On holiday in Abu Dhabi we used the BA "manage my bookings" to confirm our flight home. We were allocated seats on 19th August, which surprised us as our booking was for the 18th. Same flight number, same time, so we assumed there was a delay and the flight had changed. As I say, we were given the date and allocated seats. To cut a long story short, on arriving at the check-in desk with my family we were told we had missed our flight by 24 hours. I showed the check-in supervisor the confirmation but they (Emirates) could do nothing as they are only BA's agents. I spent 1 hour on the phone to BA costing £150 in call charges only for them to request £600 to change 4 tickets. They would not accept the evidence I had from by verified by check in staff. So I was transferred to new ticket sales who advised me. I had spent 1 hour being told a load of rubbish.
They changed the ticket there and then. However, by this time check-in was closed!!! Couldn't believe their incompetence! So we stayed in the airport hotel for the same flight 24 hrs later AND had an email this time by BA with our tickets. 24 hrs later we turn up at check-in again and present the email tickets. Guess what... "Sorry sir your tickets have been cancelled by BA." Really??? Another hour goes by and thanks to Emirates staff we are on the plane. However, the family were split up and there were no kid's meals that we had paid for. I have complained to BA through their proper channels and chased them up. But here we are 18 days later and still no reply. Appalling Service.
I am a senior citizen aged 77 underwent reconstruction of both the knees recently. I was accompanied by my spouse who is also a senior citizen. Our confirmed return booking in business class from San Diego /Chicago /London/Chennai on 31May 2016, by BA7912 (American Airlines 10.40 AM) business class confirmed/BA0294 club class 31 May 18.05 confirmed/BA 0035 club world confirmed by BA as back as 16th Jan 2016.
When we came to San Diego airport at 7.30 am on 31 May, we were informed that our booking by BA 7912 American Airlines from San Diego to Chicago to leave at 10.30 AM had been cancelled due to the time between flights being short. We were not notified of cancellation by BA. Instead BA rebooked to Dallas in economy class of AA at 12 noon flight/ BA192 Club class May 31st, 18.10 to Heathrow London/Heathrow London Chennai club BA0035.
AA flight though left on time from San Diego on 31 May, landed at 10.30 PM (6 hours delayed) with the result we missed the connecting flight to London. BA could rebook our onward journey on 2nd June BA0192 club class to London/BA0035 club world Heathrow to Chennai. We were forced to stay three days in Dallas. We made 3 trips to airport to retrieve our luggage (60 miles per trip). We were forced to stay for two days in Chennai.
Our A/C train ticket booked for ultimate destination Madurai resulted in no show and paid extra charges for rebooking train ticket. I took up the matter for compensation with BA Customer cell BA accepted their mistake and intimated compensation of €600 per person €1200 for two of us. And requested me to submit bank details for credit of compensation. With regard to forced stay in Dallas etc I was informed that they had referred to AA and also asked me to take up the issue with AA. When taken up with AA, they expressed regret for any compensation without assigning any reason.
As desired by BA I submitted bank details for credit of €1200 besides insisting for adequate compensation for forced stay in Dallas etc. BA and AA played ping pong with me. When insisted for credit of €1200, I was informed by BA customer wing that their commitment of €1200 was 'incorrect' on the pretext that delay took place by operating airlines namely.
August 16th I booked business class for my daughters and myself to fly from Seattle to Amsterdam. We left on an American flight which eventually connected to British Air in Chicago then on to London and Amsterdam. Our baggage never left Chicago. Some would question whether this was American's fault or BA however, if that was the only problem I wouldn't be writing this. Our once in a lifetime trip has come and gone with NO baggage to speak of till this day (18 days later). One of my daughter stayed to study over in Spain (one of our stops) for an additional 6 weeks with NO LUGGAGE! We spent half of our trip back and forth to airports to check on our bags only to speak to people that just give you a blank stare and say they can't help us.
We spent countless hours on international calls trying to trace our bags as they apparently were being shipped to us and our different locations even though day 4 into the trip we consistently called, reported, told every BA employee we just wanted them shipped back to our permanent address in the US. I would call twice daily and be told something different each time. There was NO accountability on BA's part. Every day our bag would be in Amsterdam, then back to London then to Spain then to Washington DC then back to Madrid and till this day we have NO BAGS! We live in a modern society - everything is scanned. UPS/Fed EX can tell you within seconds of where your items are at any given point.
Why is it so difficulty to track down where our property is that you have in your possession? You have computers, so you are telling us it is your employees that are completely incompetent, unapologetic, rude! I have never written a bad review but this has consumed me trying to get our property. Note: 1. Avoid flying BA. 2. travel with carry-on only! British Air shame on you!!! You should be embarrassed of your reputation and accountability!
My 16 year old son, Robert **, recently spent six weeks of his summer vacation volunteering for an amazing organization Flying Kites. Please spend a few minutes and learn about this amazing organization at www.flyingkites.org. They do Gods work... Robbie left home for the first time to service others. He went way around the world! He is a compassionate, giving and remarkable young man. How many 16 year olds do you know that would give their summer away?
I am writing to you to tell you that his experienced ended on a very sour note that should never ever should have happened. A true misunderstanding by a novice traveler and Robert missed his scheduled flight. He thought he was coming home on Wednesday, not realizing that he was to leave on Tuesday. In airline terms, he was a No Show. There were seats available on the same flight the following day but we were required to buy a very expensive one-way ticket. This actually cost more than his original flight. He was volunteering his time for a not-for-profit, where every single dollar matters. I will never understand why British Airways couldn't have been more understanding and put him on the next flight without charging us. This is just WRONG.
When Robbie and representatives from Flying Kites were at the airport in Nairobi trying to get him home on the next available flight, my son was texting me telling me he was having a panic attack. He felt like he was having a heart attack. He is 16 years old. I was helpless. We wanted to explore less expensive options for him to get home but that was really not an option when one is having an anxiety attack.
I have sent letters to British Airways requesting they do the right thing. I am asking for the airline to make a charitable contribution in travel vouchers to Flying Kites. Upon his return, Robbie was planning on using all the money in his piggy bank to sponsor a young boy he grew to love. He is still very, very upset that his mistake cost so much money and he no longer has ample funds to sponsor his friend. His first night home he was crying in his sleep.
I am familiar with the airline industry and I know that making a charitable donation is not asking for much. The staff at Flying Kites flies back and forth from Boston-Kenya several times throughout the year. How hard would it be for British Airways to make a charitable donation to an organization that would greatly benefit from the contribution? It would also help my 16 year old son sleep at night, understanding mistakes happen and there are lots of good people and organizations in this world. BRITISH AIRWAYS HAS NOT ACKNOWLEDGED ANY OF MY CORRESPONDENCE!!
The idiot that talked to me about my complaint left me with more to complain about!! Even to the extent that an earlier operative had promised to refund the cost of the call I had to make to chase my refund, then the customer relations guy said they wouldn't! and I have proof as I taped the entire conversations! Here's my original complaint:
Right, let me make this clear, whoever reads this is not to fault, and I do not hold you responsible for the absolutely disgraceful service we have received from BA (Bad Airways!), you're just the poor sod who has to try and resolve this case before I take further action! Starting at the beginning - We booked the holiday of a lifetime through our great travel agents, Imagine Africa, a holiday that took us 4 years to save for. Mistake no 1, I specifically asked for the flights, wherever possible, to be with BA as I thought "the world's favourite airline" mmm, NOT! Would make our holiday be a stress free experience!! Honestly, that's what I thought!! (what a pillock I am!).
I checked the flight status, with regular excited vigour, as I wanted to make sure my wife and I sat together. Now I know you can pay extra too, as your website claims (read as lies) "guarantee that your party sits together" mmm, BUT I didn't really want another charge. I could see that the proposed plane, the fantastic and reliable, mmm, A380, has seats in pairs on the upper deck. These are the seats we looked forward to getting on. I promised my wife that if these seats started to disappear, I would pay the extra and book them, begrudgingly, I admit!
So fast forward to about the 9th july 16, and I checked the seat progress. FANTASTIC!!! There were exit aisle seats available!! Whoopee, oh gosh, I couldn't believe my luck! Imagine a little tear of joy running down a poor old man's face, and you'll have some idea of the odious joy I felt! (though you're probably guessing there's a but coming!) So with a shaking hand of joy and a debit card in hand, I booked these seats and for the next week, even the latest news of doom and gloom from our government couldn't wipe the smile of my face :-).
An 11 hour flight is not an enjoyable experience for anyone really, and in cattle class, it's an experience akin to being in solitary confinement at camp 22, North Korea (to save you googling it, that's considered the world's worst prison) But the joy of being able to stretch your legs and not have the person in front reclining their seat into your lap, was a joy to behold! On to the day before, what could possibly be an enjoyable flight!
At approx 19.10 hours on 16/07/16 I went to check in online, as your website says that this will save time at the airport! err, WHO FOR?? More on this later! (sorry is this lie no 2?) mmm. I logged in and I saw that we had been given seats 33E and 34E WTF??? I thought! so I checked seatguru and these seats didn't even exist on the A380!! Must be some mistake I thought? Anyway, these seats aren't even next to each other, and let's face it, what idiot with the brain the size of a broken cornflake would put a husband and wife in different rows?? No, must be a mistake!!! I know! I said, "I'll ring your help line, that'll sort things out!" (I refer to calling myself a pillock again!)
I spent a very enjoyable 17 minutes on hold!!! A quick side question here, does your company earn from the cost of the call? I'm serious, I want to know this! Then I finally got through to a supervisor called Manoj **, he said he was the highest member of the team in the building at that time, and if you expect me to believe the boss answers the phone then perhaps I have got a chance of winning Miss World? Anyway, he informs me that the plane has been changed and that there is nothing he can do, even though I pleaded with him to just put us together!
Now I know things go wrong, particularly with the "world's favourite airline". Actually, I don't think you use that slogan anymore do you? I WONDER WHY?? And if there is a different plane then so be it. BUT!! Your website claims "If we have to change planes, then we will always put your party together in the first instance" I refer to seats 33E and 34E!! I paid for exit row seats, and now my wife and I are in different rows!!! DISGUSTING!! So Mr. ** said NOT to check in online, as I would have to have those seats, and that they would change it at the airport. (lie no3, I think. lots more to come though :-))
Well that night, and with little sleep, it had me worrying about the fact that I would have to sit with a stranger either side of me on a long flight, and the embarrassment I would feel when I had to wake them up to use the facilities! AND THE SAME FOR MY WIFE!!! But all is not lost I thought, (I'm being a pillock again). All night I was worrying that if a plane that held 469 passengers was replaced with a plane that held less than 300, then maybe I should just take the worst seats that some idiot decided should be ours?
So I set the alarm to coincide with the opening of your call centre, at least then I wouldn't be on hold for 17 minutes, IT WASN'T!! HOORAY, it was only 15 minutes!! I still need to know if you earn off of putting people on hold! Don't forget now! And the operator, who was actually quite friendly! As Mr. ** wasn't, he couldn't of give a crap about my problem! Side issue no 2. please listen to all the phone calls I made please and you'll see my point! There were 3 in total, 1 on the 16th, 2 on the 17th. From the 2 calls I made on the 17/07/16, I was assured I could change the seats at the airport (if your fed up of reading this now, wait till we get to the airport part!!) CHECK THE CALLS and the proof will be there!
On to the airport! This is where a disaster becomes a calamity of such proportions, not one comedic scriptwriter could even begin to dream up a new episode of "One foot in the grave". I am a belt and braces kind of guy, well, probably severe OCD, that means I am incredibly well organised and I do not take any chances, so check and double check things, which led us to the airport a full 4.5 hours before boarding. I would always like to be hours earlier than 1 minute late, and I wanted to take my time, get through security and have a nice relaxing meal before the flight from hell! (you're probably ahead of me here, yes, I'm being a pillock again!)
We arrive at Terminal 5, I believe this is your own terminal? So everything will be smoother than a baby bottom? Wouldn't it? Yes, of course it would!! (I am spelling pillock right? Aren't I?) Now we only travel once or twice a year so don't always know the full workings of the airline industry, I'm beginning to think your company doesn't also!! So I ask a nice (lie number whatever!) young lady "sorry, can yo..." "I'll be back to answer your question in a MINUTE!" was the curt reply!! Didn't get her name, but if you have a collection tin for members of your staff who failed charm school, then please inform me! So off she went to move a barrier, answer someone else question, came back, "could you pl..." , said me. "I'LL HELP YOU IN A MINUTE," came the response. So she went off to move the SAME ** barrier AND answered someone else question.
AT THIS POINT, I SMELT MY ARMPITS!! Nope, they're fine! Back she came, and I managed, I did, honest! to ask the full question! HOORAY! "Is this the line for the BA 055 flight?" "YES" she said, and then went off to move the barrier another inch to the left, safe in the fact that she'd REALLY had a good day helping people!! I have been in some slow lines before, but this was ridiculous!! Apparently this was because the automated check in machine WEREN'T working!! (more on this later :-)) Maybe I'm stupid, well for asking for my flights to be with BA, certainly, but if the machines are out of order, wouldn't you put signs up saying so? You would, wouldn't you? Well you DIDN'T! And I took photos and a short video to prove this!!
So hundreds of people were trying to use a machine that DIDN'T WORK! Who's in charge of T5? Mr. Bean? Actually people were tweeting hashtagt5chaos! not that I do twitter! Now as the queue was taking as long as my entire education, I saw another part of check in had a lot shorter queue, so I went over to ask if I could join it for flight BA055? I was told "no, this is for a disrupted flight". So I went back to join my wife in the queue, via another quick question to the same happy harriette as earlier, just to check we were in the right queue. She answered me straight away this time! and said YES! The woman from BA said yes!! Good! (any news on that spelling of pillock yet?)
Just over an hour and a half later we got to see a smiley face at check in, who then proceeded to tell us we were in the WRONG QUEUE!!! To say I wanted to find the chairman of BA and insert a large garden gnome up his backside was becoming overwhelming, and a quick search on Amazon found me the ideal implement!! Luckily this nice lady, yes she was nice, you should have her stuffed as proof, took pity on us, maybe the tear that rolled down my wife face helped? Seriously though, you can annoy me, but look out when you push my wife to tears!!! And she kindly took us to where we should be, funnily enough, it was the shorter queue that I asked if I could join!!! (order placed with amazon!)
The nice young man at check in, yep, that's 2 nice members of staff!! A record? Understood our dilemma of having to spend an 11 hour flight IN DIFFERENT ROWS! And couldn't understand how that could have happened? NOR COULD ANYONE WITH A BRAIN!!! And I asked him if he could do anything, as I had been assured by your call centre on more than 1 occasion that it could. He went, kindly, and asked a manager. Now I couldn't hear what that manager was saying, but by the way he waved this nice young man away. I guess he just thought we were lucky to get on the flight at all! He said the best thing was to take the seats we had been given IN DIFFERENT ROWS, and ask the stewardesses to ask someone to move for us.
Now after being on this flight, it was obvious that there were many single flyers on it, probably business people, so again I reiterate that I need to know how we were put in DIFFERENT ROWS??? He did say that there was a later flight that we could even have exit row seats, that we'd payed for on it, but that would get us in at the same time of our connection to Hoedspruit would leave, and best to take bad seats, at least we'd get our connection then!! (guess what? Yep, ANOTHER LIE!!)
So by time we'd been in more queues than a Russian food shopper. We just about had enough time to go to the nearest food outlet available, something like the pilots lounge? And proceeded to ask them to rush through our order of 2 breakfasts, which came to, with 2 small lemonades, to just under £40!!! I then saw there was a weather spoons, so thanks for getting me ripped off!! So with a breakfast expensive enough to please Iain Duncan Smith's expenses sheet, we went to the gate. And there she was, a plane that would finally take us on our hard earned holiday, a sheer piece of engineering excellence, all shiny and with a proud British flag on her tail wing :-) (spoiler, there's a but coming!).
So we wait for boarding, and we wait, and wait, then finally!! Yes, please! Boarding call? NO!! Message to say they regret there will be slight delay in boarding as the plane is too hot to board,. Yeah, and I'm slightly regretting the day I asked for flights with BA!!! Apparently you have just implemented a new automated system at check in? Hence the machines didn't work, but the old system worked? A quick tip - IF IT AIN'T BROKE, DON'T FIX IT!! So I went and had a word with a nice young man at check in (that's 3 nice people, well done) about the chances of: A- getting on the flight; B- getting our connection, which he said BA would be liable for if we missed it; C- could we get on the later flight, as that might be a safer option. He goes through his screen and it appears that this plane has the same fault as the A380 had, and that's what's caused all of our heartache!!!
You're probably thinking I might be screaming at the guys there by now, who could blame me? But it's not their fault. I just got back on to amazon to order another gnome!!! Well, we finally boarded the plane, over an hour late, but we boarded and we can ask the stewardesses to ask someone to move, which we did, of course they didn't bother!!! So with the prospect of my wife not having my whittling repartee to keep her company for the next 11 hours, she asked the kind man next to her if he would kindly move? Luckily he took pity on us, and I will always be in his debt.Back to the prison cell that is the BA 777. Now when we boarded we assumed, (hello, where's that confirmation on the correct spelling of pillock?) that we'd be off shortly! WRONG, we spend over an hour and 15 minutes waiting in a hot plane to take off, with 1 ** glass of warm water to help keep us alive!! Thanks.
Actually I made a blog of this part of the episode on my IPAD, a minute by minute, kind of, blow by blow account of the whole sorry episode which I will gladly send as an attachment. But WARNING: the language is choice as your company had finally broken me!!
So, the take off finally arrives, with the prospect of our connection definitely missed! Actually we would have been better off going on the later flight, as I believe that landed before ours!!! But BA to the rescue!! da dada dada da dada da da! We have an announcement that there would be a team of people there in jobber to help with our missed connections! Well SHE was there, yep 1 ** person for a flight full of people all desperate for her attention! And information! So I pushed my way to the front and was told our name was NOT on her list, so go to the desk!! I go to the desk, and the very UNhelpful person there said we weren't on her list, so go and see SA express, who's connection we were with.
Now the first leg of our holiday was at A near £500 a night safari, and I miss a night, then look out BA, YOU'RE RESPONSIBLE!!! Well there was NO room on the only other connection to Hoespruit that day. Cue my wife's tears, AND NOW MINE!!! 4 years of scrimping and saving to be treated like crap!!! Luckily I contacted our travel agent and he sorted out a later flight to another airport, and a 3 hour transfer to our lodge. We finally arrived 9 hours later than we should have, but missed our first game drive, which makes up the huge cost of a safari, which I hold your company responsible for!!
I also hold you responsible for the near £20 phone call it cost me for the call to our travel agent, £1.40 a minute!!! robbing b......s. And that's before we even START to talk about the stress and hardship we were put through through the inadequacies of your company!! I hope you take this seriously, and I can assure you that I will use all my power and energy to make sure that BA is held accountable for this disgraceful service, and will use my consumer rights and social media to let people know about how BA treats their customers if this is not resolved to our satisfaction! Yours, hoping you even read this and not send an automated reply!
My daughters and I flew from London through Dublin on our way home to Chicago on British Airways. We wanted to make sure our Luggage would make it there because we didn't have a lot of time to change flights. The "customer service" people at London Heathrow were absolutely horrible!!! We purposely woke up at 4:00 am to make a 7:30 am flight so we could talk with customer service and make sure our bags would make it home. Not only were the two customer service attendants rude and unresponsive, but the woman (Jordanne) refused to get her supervisor. We were told by Jordanne and Matthew that we didn't have a chance of making our connection in Dublin - so our bags would definitely not make the connection. She said they didn't want the liability for the bags. I couldn't believe it!!
We ended up leaving Jordanne and Matthew and walking to bag check and just checking the bags through - and the very nice gentleman who checked our bags said that there is a note in the system that he "shouldn't check our bags"! He said he didn't see a problem and worst case if they didn't make it - they would come on a different flight to O'Hare. We ended up making our connection and although the bags were late - AMERICAN AIRLINES was extremely helpful in retrieving our bags. I WILL NEVER FLY BRITISH AIRWAYS AGAIN - NOR WILL ANYONE I KNOW.
I book with Malaysia Airlines in Jan 2016 from Perth to Amsterdam so I could fly business with my wife. Malaysia has always been great for last five year but now we go through Heathrow to get to Amsterdam. Now there it just goes downhill. We cannot book our baggage straight through so we have go through Customs pick our bags then book in again. Go back through Custom again. What can I say, have been through third world countries that do better. My advice would be that if you can do not fly through British Airways because when they agree to work with other airlines in Oneworld to give great service I find they lacking. Maybe we are only ones to be look after so well. (Good luck British Airways for the future.)
I have been traveling on BA (previously BOAC) for some fifty years. Unfortunately I have perceived a great decline in efficiency and service with a focus on generating money and failing to take care of customers. My recent return trip from London to the USA provides a good example. First, I received an email the day before my departure indicating the high desirability of checking in online because of projected high volume of passengers at Heathrow.
I was, however, unable to do so because of system glitches that (a) prevented me from accessing my flight information and then (b) prevented me from checking in because, despite the fact that my U.S. passport information had been entered into the system for my outbound flight, I apparently needed a visa to come back home. I spent in excess of two hours unsuccessfully trying to check in, including having a BA representative trying to help me over the phone. Hopefully BA has rectified the system so that U.S. citizens can check in online without the absurdity of BA requiring visa information for them to come back home to the USA.
Second, despite the fact that I had paid $120 to reserve a two seat combination by the window, my wife and I were placed in the middle of a four seat configuration. Though the staff could have helped us into other seats we would have been satisfied with, they refused to do so, moving instead a passenger who had not prepaid for a seat into one of the seats we would have happily occupied.
Understandably the airlines cover themselves to ensure that they are not liable if they fail to provide reserved seats. They should, however, set up a system that expeditiously provides passengers with at a minimum a refund of the money paid. What we encountered were promises and what appeared to be an effort to wear us down so that we might not pursue the refund. Since the BA representative on the flight who listened to our complaint and took down the relevant details said she would file the complaint for us, we believed the matter would be taken care of. However, the result was that after 13 days we received a form letter telling us we need to file a form to obtain reimbursement. What was intriguing about that letter was that the person writing it had looked up our record and seen that we were booked on another flight on BA a few months later and stated that he hoped we would enjoy that flight.
Despite taking the time to do that he did nothing to expedite our claim for reimbursement. I followed up with call to the BA customer service department (312-843-5794) and after four unsuccessful attempts to get through, and a half hour wait to speak to someone, I was told that she would take care of filing for reimbursement for me. Hopefully that will occur and I shall receive my refund.
One final word of advice to passengers on BA who pay for reserved seats. When you reserve your seats make sure you print the receipts that show the numbers of the seats you actually reserved. When it comes to checking in for the actual flight those seat numbers may have been changed and you will not have proof that the seats you are getting are not actually the ones you reserved.
My wife and myself were booked on BA0053 from LHR to SEA on 17th July 2016. We were tele-checked in via booking reference number ** and came to the counter at LHR to drop off our bags and also for passport and visa verification. On receipt of our boarding passes we were allotted seat no 47A and 47C. As we had booked for disability assistance for my wife we were then directed to the counter which handles this activity.
When we reached the counter (enclosure) we were roughly and rudely turned away by the lady at the enclosure saying we were late and that they did not have any agent to push the wheelchair. Then she asked us to walk to gate B34 from the entrance which was quite a long walk. We then had to proceed for security and had to negotiate the escalators which my wife could not since she was nearly 70 years old. At one stage she nearly missed her step and would have fallen. All along she had to wheel her cabin baggage with her.
We had to get on a train to change our terminal and we barely made it to the gate. My wife was panting and had to be seated for nearly 10 minutes. She could not get her breath back, I was afraid that she would swoon and fall down. I feel you should streamline this activity at LHR where the attention is defective, faulty, and treatment not very polite. You should see the callousness with which customers are being treated at this disability counter.
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