British Airways Reviews

I recently had a disastrous experience with BA and I will not fly with them anymore. It was an international flight from Barcelona to Brisbane, via Heathrow. The first flight was delayed one hour and a half, and I had to a very tight connection, I had to run with a very bag what it felt like for some kilometers through most likely the most disorganized airport in the world, take a train, and I barely made it, but my suitcase did not. It was delivered 3 days later, but, in the meantime, I had to purchase lots of stuff, and I am still waiting for some compensation for that The rest of the flights were impeccable, until the last flight, where BA was delayed again, and it caused me all kind of trouble and huge stress I checked the customer ratings and the average is 1.3 and one of their cons is frequently delayed flights. Need I say anything more?

Our nonstop flight London to Denver took 9½ hours. Our Premium Economy $$ seats had video screens that were black and didn’t work (all others were working). The first attendant I asked said she would reset system. Second attendant said the same thing. Neither ever returned to check on us. Third attendant said he’d send the Manager to us who could arrange streaming or some remedy. He never showed up. We had ZERO entertainment to help pass the time. Fourth attendant told me they are not allowed to give us free wifi unless we are in the Executive Club. I find that outrageous and the Customer Service severely lacking.

Excellent experience at the MIA customer service counter with Mary **. She was extremely professional, patient and gracious. Ms. ** made sure I understood my way around the airport by providing the TSA checkpoint and the closest American Airlines lounge.

Worst!!!!! Never travel through British. Their rules are the worst and nothing is clear. They can deny you transit for no reason. If you can avoid British, definitely do. They gave us some dumb reason and denied us the travel.

Bought one way ticket, Prague to London Heathrow on BA 853, a direct flight on July 7, 2025. It was two travelers (2 tickets) under one confirmation number. Just few hours before the flight schedule, was told that the flight was cancelled. No help at all at PRG airport, no customer line available to call. Was booked by BA on alternative, i.e. on Lufthansa with 3 legs: PRG - Munich, Munich - Frankfurt, FRA - LHR (basically supposedly about 2 hr direct flight, into 3 flights spanning almost 9 hours). That was completely unreasonable arrangements. No apologies provided to us. So, we decided to CANCEL the BA tickets and asked for full refund, in the spot at the airport, and received email confirmation for such cancellation and refund request. And then, about 9 days later BA decided just to refund ONE ticket into my credit card, used to pay for two tickets (we were on a family travel) -- without any explanation or email notifications.

Please get some English speaking people hired to answer your customer service phone line, absolutely unprofessional to hire people who can not put one proper sentence together!!!! This is BRITISH AIRWAYS.

After refusing to give me a refund following cancelled during covid in 2020 I have been attempting to use the e vouchers through the years with a balance of £400 left to use by the 30th of Sept but they have issued the voucher in the wrong currency as I travelled to this country on my last trip. Getting any help from their Indian customer services has proved impossible, each time I asked to speak to a supervisor they cut me off. I will never use this airline again and still fuming they did not refund me 5 1/2 years ago.

I am extremely disappointed with British Airways and how they handled my recent booking. I made an honest mistake while trying to change my flight — I accidentally clicked the cancel button. Instead of giving me a chance to correct this or offering any reasonable resolution, British Airways immediately enforced their rigid cancellation policy, leaving me out thousands of dollars.

BA0655 Corfu to London - Aug 22, 2025. When I boarded the aircraft, I was suffering from heat exhaustion and was extremely dehydrated. Without any indication or request, the flight attendant KIESHABEL somehow noticed my condition and brought a couple of bottles of water for me. She kept an eye on me and my wellbeing throughout the flight. KIESHBEL’s customer service was exemplary and went way beyond what has been experienced by most passengers, especially in recent years. The manner in which KIESHABEL treated all passengers should be used as an exemplar when training new cabin crews.

I booked a business class flight with British Airways 6 weeks ago and cancelled within 5 minutes well within their 24 hour time period and they have been giving me the run around for over 6 weeks holding onto $4,000 and no refund in sight!! I have been in the Travel business for over 40 years and I am absolutely appalled with British Airways the lack of care and response and refusal to give me my rightful refund. I have filed disputes with the bank and now it will be a lawsuit.

I bought a ticket for my minor daughter on British Airways, mostly with money and some with Avios points (about 15,000 points, which saved me about $100-150 or thereabouts). I received an email ticket confirmation. Months later, the day before my daughter was to fly back from her trip, I tried to check her in, ran into some problems, and called customer service. I found out she had been taken off the passenger list because the non-revenue-generating customers are low priority, and there were no seats left in her class per the ticket. To get her back on, I had to pay $650. Nowhere does British Airways warn its customers about the disadvantages to using their reward points, gained from being loyal customers in the first place. Avios is a scam, and British Airways is dishonest.

** **clowns. Too heavy to take off - how do they not know that ahead of time? Off load fuel - ok. Then stop to get fuel. 2 hrs late and zero buses to pick us up. 2/3 plane misses their flights because these clowns don't have buses waiting. Evidently Brit’s call them “better on a camel”. **clowns! Any other airline has to be better.

If there is such a thing as a negative star then I would. First, I should have listened to their horrible reviews because it's the truth. I have been calling their customer service trying to reschedule a flight because we are unable to travel. BA claims they didn't receive the payment from the bank (PayPal) therefore the ticket was suspended, called paypal and said they have no authority to suspend tickets therefore BA got their money. I have been waiting for a manager to call me (of course they were always unavailable and will promise a callback but never happens) and now the flight is tomorrow and still nothing is being resolved.

By far, the worst airline I have ever flown. BA does not care about its customers or being on time. My family of four missed our international flight connection from London to New Orleans. We had a two-hour layover in London but missed the connection because BA had no buses to pick us up on the tarmac. We sat on the plane for 45 minutes waiting for a bus. This was after already being delayed 45 minutes at takeoff. BA customer service denied our claims and purposely ignored the entire bus situation so they did not have to reimburse my family of four, including two small children. If you are traveling to Europe and can fly Delta or any other airline, I strongly encourage you to do so. Avoid British Airways like the plague. They do not care about you or your family, just profits. They will find every excuse not to do the right thing!

Worst customer experience ever. Flying from Madrid to London. Arrived at the airport more than 2 hours before flight time after having previously checked in online and downloaded my boarding pass. No check-in kiosk available, required to stand in line at the “Fast Bag Drop” lane to obtain a luggage tag and drop my bag off. Desk agents moved at a glacial pace (each customer averaged 10-15 minutes at the desk, for a luggage tag?!?).

British Airways’ gross security negligence was in giving my ticket to someone else and thus causing me to need a replacement ticket, to wit their employee gave a replacement ticket that was not viable and left me stranded for two weeks. I thus required the assistance of the London US Embassy to return home. This was truly unethical. Four months later, British Airways still has not refunded my the $5K incurred as a result of their negligent employees. They just email repeated times requiring the same information already submitted on their site and via email and despite mails stating info was received.

In a recent flight the BA App and emails from gave flight timings as 12.40pm but without any vintimation the flight doors were closed almost an hour earlier and the flight times changed to 12 noon. We had to plead with boarding agents to reopen the door and let us board even though we're at the gates 1 hour before the scheduled flight time.

They steal your money and lie. I paid extra for Premium Economy Flex to select the seats we wanted to fly in. After 6 calls and being lied to every time telling me the most unbelievable things including that my payment only partially went through despite an email confirmation on day of booking to the contrary, finally a Customer Disservice agent admitted that I had paid for the Flex and that we were moved because they decided to fly a plane with a different seat configuration to sell 50 more economy seats as opposed to 24 Premium Economy seats. I was told I could cancel with full refund (told this on day of departure) or fly and complain after the fact.

Disgusting experience absolutely worst ever. Worst customer service. Everything is so fake and impersonal. You can't find a office or deal with live human ever. Robots online waiting blah blah. I flew for years and was great but this was horrific. First flight since pandemic, first flight since 2018 and was hell. Everytime they sent email about info or checking in for flight etc. You try to do it and it says it's not working, it's not available. What is wrong with you? I somehow got time wrong as nothing ever worked. I thought my flight was 500 I got to heathrow 200 and was told my flight left and no more flights now. Furthermore they didn't care, didn't help, were not nice, were not professional and told me I just lost my ticket and no rebooking or rescheduling me on another flight. They didn't care a bit that I was alone stuck in london and confused what to do. The supervisor was so nasty and treated me like a terrorist. It was disgusting and horrifying and the worst. Nasty, mean, unprofessional, uncompassionate, self serving people.

My unfortunate experience with BA when flying from Miami to Lisbon. BA lost our luggage, provided lousy service and no refund received to date. So, hopefully, your luggage does not get lost by BA. Hopefully, BA customer service delivers what they promise you. Hopefully, the refund arrives at your bank account as promised. Hopefully, you avoid flying BA!

BA staff wrongly claimed my valid UK Graduate Visa wasn’t multiple-entry. Ignored embassy proof, denied boarding, ruined my trip and hotel booking. No apology, no accountability, zero professionalism.

During a 12 hour flight, the in-seat entertainment system was not working for three of the four seats my family occupied. I was told by the on-board steward that I should purchase wifi and I would be credited back as a solution to the problem. Seemed like a good solution to me. Unfortunately getting the refund took more of my time than the value of the purchase cost. I was never able to speak with a human. Rather, a series of emails back and forth where the responses seemed like no human was actually reading them. I do not appreciate wasting my time for such a small dollar amount but it was principle.

Remember the fire at Heathrow? I was scheduled to fly home that day, but of course the flight was canceled - and to be fair it wasn't BA's fault that the airport was closed. This was the return leg of a round trip fare. I flew half of the trip so you might think they'd refund roughly half of the amount paid, but they refunded a fraction of that amount. I asked them how they figured the amount and they had absolutely no justification at all. You're at the airlines' mercy after you've purchased the ticket. The only recourse is to let others know and to avoid BA for future flights.

Severe safety issues caused flight delay overnight - after we started the takeoff procedures it was determined both main and backup brakes were non functional. Hours with no information, just running around the airport trying to figure out how we can get our luggage, where to sleep. Spent many hours over the last six months trying to get the airlines to comply with the EU law and provide compensation. Nothing but lies and deceit.

Back in September, on our way home from Italy, we we're booked on the EXACT same flight as our two other friends. For some reason our early morning flight was cancelled with no warning to us, but our friends got on a delayed flight. They traveled home and we were left in the airport to fend for ourselves. At this time there was nobody you could call for alternate routes, their "customer service" team wasn't even open. At the ticket counter we were offered to fly home two days later or book a new flight and request a refund. Since we did not have the option to stay for two more days, we cancelled with the promise to get our money back for the leg of the flight not travelled.

DO NOT BOOK if traveling with children- EVEN if you pay to upgrade your seats-you are NOT guaranteed those seats or to sit together. BRITISH AIRWAYS took our paid upgrade seats and scattered us in the back of the plane in MIDDLE seats. Our child was made to sit 6 several rows ahead of us in between 2 strangers! We checked into our flights 20 hours before departure and had our seats that we paid to upgrade were still there. Once we checked our luggage at the airport they gave us our boarding passes. I didn't look at them, why would I check them.

I was scheduled to be on a British Airlines flight to London on August 1st, 2024. The airlines cancelled the flight 24 hours ahead (claiming weather so they didn’t have to pay for our hotel) even though several other flights went to London that day on their airline. I have been attempting now for almost 6 months to get a refund on the extra I paid for seats on the cancelled flight. I reach out every month and am told it has been submitted to the refund team and sorry for the inconvenience. This should be an automatic refund since they cancelled the flight. Of course there is no way to contact the refund team and customer service is no help. It’s frustrating that an airline can keep my money for something I never received!

Absolutely avoid booking any flights with British Airways. My recent experience with them was nothing short of a nightmare. Their customer service is shockingly inadequate, their website is a mess, and their overall member experience is undoubtedly the worst in the industry. Despite hearing warnings about their service and luggage handling issues, I decided to give them a chance. Regrettably, they lost all five of my bags. While I did eventually recover four of them, it took two days, resulting in extra baggage fees due to connecting flights. The fifth bag arrived a frustrating six days later.

I can only say that they really suck. They have no means of updating claims. They will deny claims without a reason and you have no one to report it to. They will have you fill out a form but then ignore the form. They lost bags on first leg of trip. I was without my bag in europe for 10 days. I had to buy clothes but they refused to reimburse me even though I submitted receipts within the the time period. They said they sent email but never got it. I could reply cause I didn't get it. I couldn't call they have no number except for the call center that can only "escalate" the matter but you'll never know. BA hides because they are crooks.

I had an absolutely terrible experience flying with this airline. My journey started with a flight from Brussels to Los Angeles via London. Due to a delay on the first leg, I missed my connecting flight in London. Although I eventually arrived in Los Angeles after several hours of delay, my checked baggage never did. The airport staff provided no clear guidance on how to retrieve my luggage, leaving me to make multiple calls to their customer service. To make matters worse, the representatives I spoke to were rude, unhelpful, and even sarcastic, adding to the frustration of an already stressful situation.

British Airways is a joke of a company. Our bags have been missing for 11 days and still have not been returned to us. British Airways has made no effort to return our bags to us and have no care for their customers.

My experience with British Airways has been pretty miserable. We were required to check our small carry-on bags because we were assigned one of the later loading zones. (There were only 8 other passengers in our compartment, so it wasn’t a space issue.). We didn’t get our luggage back for days; and the burden of getting it back was placed on us. It was a time-consuming, chaotic and frustrating process. Our missing luggage resulted in a lot of inconvenience on our end, including about 4 extra hours of travel and car rental. We were assured we would be reimbursed for essential expenses but the process required to collect reimbursement seems designed to discourage you from even trying. British Airways’ customer service is among the worst I’ve experienced.

Took this flight returning from a business trip. While the business class seats are quite good, the food is what you’d normally find in economy. The crew were friendly though, which was nice. LHR airport is hideous, easily the worst large airport in the developed world. But the worst part is BA customer service. For some airport problem my luggage stayed behind. This was 2 days ago. They promised to put it in the next flight, which they did. But my suitcase is sitting in Dulles airport for more than 24h (as my AirTag shows) and I can’t manage to get in touch with British. The online chat is a bot that keeps sending me to the page where I can file a claim (already done) and there’s no way to get a human. The call center is another bot, which, upon hearing the word “luggage”, texts me the same link and hangs up.

Our (my wife and I) seat upgrades were changed last minute and we were placed in regular coach seats on a flight from Atlanta to London on August 26th, 2024. The next day we filed a claim with British Airways to get the money back on the seat upgrades we purchased but never received. Over 3 months later and 8 plus phone calls, no money has been reimbursed to us. What is most interesting is that it is virtually impossible to speak to a human being in the "customer relations" department. We've been lied to multiple times as far when we would be contacted. It should be so simple and easy to reimburse money for services never received but it seems as if they are holding on to our money to make a bit of interest on it. Do this multiplied by thousands of passengers and that adds up to mega bucks that most likely goes right in the CEO's pocket.

I'm having trouble recalling a vendor or service whom I had as much trouble as BA. Certainly no air service. I have spent b No less than a total of 9 hours between phone calls and IM messages trying to solve the simplistic of matters. I cancelled a glitch, had credit and needed to rebook. Once I finally got booked I am told I am unable to make any changes myself or checking. My IMs last over 45 minutes. The last call over 1:15 hours. I am uncertain how this inefficient and troublesome air service vendor is still profitable. Right now, after all this, my new reservation is still unavailable on the app or PC website. It shows "cancelled" yet each time I text or call I am told. 1. All seats, any are paid extra about the $1000 I just spent. I cannot make my own seat changes. All check in has to be done at the airport. That I will not be able to manage this booking to change a date in any way myself.

I purchase seat assignments on BA and paid $99 a piece for my wife and me. When I checked in those seats were not available because they changed the plane configuration that we were flying and put us both in the very back of the airplane in middle seats. When I talked to them at check-in they told me they understand that I pre-paid for those seats however there is nothing they can do as there is no other seats available. When I asked for a refund for the pre assigned seats I paid for after I came home they denied my claim even thought their FAQ says they would. This was a breach of contract and BA cannot be trusted. I also went through my CC company to try to get this resolved and BA also would not refund me the money.

British Airline staffs unfortunately do not know their own policy. This has got to be the worst airlines ever, if I could give zero, I would gladly do. I flew in AUGUST from Vienna to BWI with BA, the agent at the reception counter charged me, but because she wanted to rip me off my hard earn money. She charged me on my cabin bag, meanwhile their policy says cabin bag up to 23kg and 1 personal item up to 23kg. I had 1 personal and 1 cabin bag only. I had way less than 23kg. The dimension was also measured accurately. She started to argue that it is 8kg, "No maam. My ticket says I can have up to 23kg." I contacted them, up till this moment they did not refund me. You can only submit complain and they would not do anything about it, you cannot resolve anything over the phone. This people are rouges. British Airways, you stole from me and I am never going to fly with you in future. I read your policy before purchasing my ticket.

I flew BA to Berlin based on AA ONE World alliance and being an Citi Admirals Club member. I selected economy plus for $1500 and could have selected basic economy at $690. Plus I had to pay to select a seat for each seat per flight on BA. The whole flight to London you could smell the bathroom urine, they ran out of food by the time they got to my chair and I could not access the BA clubs during connections… then flying back to LHR to return to Chicago, no coffee or juice in the AM unless you paid for it (even after paying to select a seat). You cannot cut cost to increase profits, You need repeat customers… I will not fly BA again and am reconsidering my AA allegiance for international travel.

So I was going to go on a holiday to Stockholm (from Heathrow) with my parents (only 3 of us). We were all looking forward to it and it was going to be my father’s birthday so everything was nicely planned. Upon arrival to Heathrow we waited an hour in the car park for the person to pick our car up. After this we went into terminal 5 getting our boarding passes and waited to go through security checks. When our boarding passes got rejected, we were then called to a desk and were told that we had been kicked off the flight because we were too late getting in. We tried explaining to them that we had been held up in the car park, when they revealed to us that if you are not present and going through security within 35 minutes before the departure time then you get kicked off the flight essentially and you cannot get on at all.

I am extremely disappointed with the lack of customer service from British Airways. I have been waiting for over 8 months for a resolution to an issue I brought to their attention, and all I've received are generic emails apologizing for the delay, but with no action whatsoever. This is not the level of service I expect from a major airline. The sheer amount of time I’ve waited for a response shows a complete disregard for customer concerns. It's clear that customer satisfaction is not a priority for British Airways. Avoid if you want timely support or any semblance of accountability. I will seriously reconsider flying with British Airways in the future.