About British Airways
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British Airways Reviews
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I flew with my 6 year old son from Hyderabad, India to Denver, Colorado via Heathrow, London on July 21 2022. My flight from Hyderabad to London was delayed (Not sure what was the reason for delay) for 2 hours. Because of the delay, I missed my connecting flight from London to Denver. There was no help or guidance at Heathrow airport on what to next. Waited in line for almost 6 hours to talk to someone and they rebooked me for 23 July. My son has lot of food allergies and he really can't find many options to eat outside, so requested them to give me a flight for 22 at least and I told them that I would pay extra if needed. Customer service representative said that your are lucky to get the tickets for 23.
I was looking BA website and I see that the tickets are available and when I mentioned about it to customer service representative, she said that is how BA makes money by overselling the tickets and will put the customer on standby when there are no tickets. At the end, I was forced to fly on 23. I have a Indian passport, for me to stay two days in London, I need to have a transit Visa and I don't have it. When I mentioned that to customer service representative, she said that I am fine and boarder security will let me go out as I am flying back on 23 and asked me to show the travel itinerary. I followed her recommendation and saw the security officer and he said that he can on allow me to go out for one day as per the procedure.
I explained everything to the office and asked him for the options that are available for me. He was so helpful, he went and talked to his chain of command and let me go out for 2 days. BA representative gave the voucher for only for a day and asked me to pay for the second day and apply for repayment. It was British Airways mistake and not sure why they can't give the hotel for the entire stay, Imagine the people who did not have credit cards or enough money to pay for hotel and food. My Cousin lives in Hounslow and I was so lucky to him there as my son's food allergies we really can't eat outside. So, I called my cousin and stayed with him for 2 nights and came back to Denver, Colorado on 23 July.
I have seen many other people missing their flights to Atlanta and some of them were flying with their elderly parents. One of the passenger got her ticket for 25th. I understand that the customer service representative were helping so many people, but they are mean and taking lot of time to help single customer. Overall it was the worst experience that I ever had and I would never use and recommend not to fly using British Airways.
Our EasyJet flight was cancelled on Sunday so we booked 2 tickets for a British Airways Vueling flight on the BA website. They charged us for the tickets and gave us a booking reference, but no confirmation email/boarding details were sent. We went to the BA/Vueling desk where we were bluntly informed that we were not on the flight list and the booking reference was invalid.
We have been charged €439 for absolutely nothing. We were advised to call the BA customer service number, which we did multiple times, the number tells you they are very busy and then hangs up on you. We also emailed and texted the duty number, we received a copy and paste response saying they would get back to us with 24 hours…spoiler alert: they did not.
We have filed a complaint on the website and also tweeted them with no response. Absolutely disgusting behaviour that they think it’s acceptable to take money from hard working people and not provide a ticket or an explanation. I honestly can’t believe they are allowed to get away with this, if any of us stole €439 from someone else with would be called theft.
Baggage lost, was advise by I erica staff that the baggage was found in London and would be on next flight to Madrid. Was provided follow up number but when calling staff they said I had to wait. Shown no concern and said not our problem blamed airport. I have provided details in Spain a week has past and still no luggage. Getting reimbursed for buying a tooth brush and some clothes was next to impossible… This airline e is the worst experience I have ever had. Would not recommend even as a last resort. Lost all my medicines, scripts, and show not concern. All they say is you have to wait. A split nightmare.
WE sent this complaint to BA after my sick daughter’s devastating experience with BA yesterday on their flight from Johannesburg to London UK. It's a new thing that they want to kick a minor child off a flight because they are overbooked. Unfortunately it's not new their special assistance is very unreliable. I now have PEM today too after all the stress and spending hours on the phone trying to help my daughter.
"I was booked on a 7.20 flight and had with me my minor daughter, and on a separate ticket, my daughter's friend, also a child under 18. When I tried to book us all in, I was told that the child in my care was to go on a different flight. I could not accept that and was shunted into a waiting line for people. I asked for special assistance to be activated so I could wait while sitting in a wheelchair. I did not get special assistance support and had to wait in line for a supervisor. The waiting and stress that the child in my care was to be separated from me or that we all had to go on a different flight were immense.
I live in Somerset in the UK, and my lift could not fetch me at any other time as she took time out of work to bring us all 3. I called my mother, and she called customer care and was told by a customer care adviser that he did not believe her as she was not there. I could not phone by that time as my phone battery was flat. I was going into a physical crash with post-exertional malaise. When I am like that, I cannot express myself well.
After 2 hours of waiting to try to book in, I was at the end of the rope but was told we could all book in on the same existing flight. It was then almost time to board. I still have not received special assistance and only got helped 2.5 hours after I first asked, and then it was a rush to catch the flight. I am so disappointed in your service and the attitude of the people working for you towards your disabled passengers and minor children flying with you.”
This airline not only has the WORST (non-existent) customer service and lack of knowledge of their aircrafts. Terrible food and most uncomfortable and hard to endure long haul 11 + hr flight. The aircraft was very old - with no entertainment available (when it did work, the screens were smaller than a small iPad, and it only had 3 outdated movies available), wifi also not working. The seats had rips in them and were filthy. The seats were uncomfortable (and this was not economy seats - so I can't even imagine how bad those would have been). Food for premium had no difference than regular meals - even though you pay a premium.
The flight was also delayed by 4 hours - apparently the last 3 days the flights from BA were also delayed - a common occurrence with this airline. It took 2 months to finally get a reply from customer service, and still no solution has been relayed back for the return flight. The poor level of hygiene, overcrowding, delays, cancellations makes this the worst airline I have had to endure.
BA has swirled down the drain. Truly. Trying to use your vouchers from that covid trip that didn't happen? You know the one you spent thousands of dollars on? They don't honor it. You can't book online using it. Ok, so you call them (like it says) right? Well, a recorded voice tells you they are not helping you and then hangs up. NO JOKE. We have been trying to book for days. WHAT A SCAM. BA must have made millions absolutely screwing people from their travel vouchers! The execs should be indicted, the airline scrapped, never to reappear again.
The outcome was great. I can only speak for myself, but appreciate the frustrations that many share in their reviews. I couldn't get through, my emails not answered, but I knew they had problems and like many companies are trying to recover from a global problem and still don't have the staff or people in the right places? What company does? So the bottom line is, when I did speak to someone - they were great, they did help and did solve my problems and were full of apologies. My advice, be patient, they will get to you and if your situation is like mine, they will help. Thank you to all the people involved at BA and thanks to Sean ** who is trying very hard to keep the big plane wheels turning in what is still difficult times for the airline industry.
This is absolutely unacceptable. BA had me wait on hold for 58 minutes only to tell me in an email that I can’t use the voucher I earned by spending $30,000 on your credit card. Next, BA gives me the run around about why you took 10,000 points from my Avios account on when none were redeemed, blaming it on Chase. I called Chase and they blamed BA. As I live in the US I cannot just use a overseas only voucher to travel when BA says. After all I booked a trip within the original timeframe that YOU (BA) canceled, not me. I will take my business elsewhere if you people do not make this situation right.
Terrible, disgusting food, very rude customer service, cancelled return flights with less than 24 hours notice, extra charges, wrong information given. Overpriced. This is a premium price for a extremely low budget service with all of the extras removed. BA should now be called Budget Airlines. If you like me haven’t seen for a while you need to be prepared that this is going to be a much worse version of easyJet. They have removed free checked baggage for very long haul flights. The food has got to be the worst food I’ve ever tasted in my life and I don’t know how they managed to find something quite so bad.
The seats are uncomfortable and the plane is dirty with only four toilets for hundreds of people with resulting in long queues. Furthermore there was no cleaning of the toilets. Airplanes are very old. More than 20 years old and the technology is very old especially compared to other airlines which have all the modern conveniences such as ports to charge your phone. I am one of the longtime BA members who will never fly with this airline again and if they went out of business it would do the whole world a service.
Our horrifying travel experience with British Airways in Paris. The website was extremely confusing and we couldn't find the information anywhere stating that the covid test needed to be taken a day before. Here is what we found on the BA website before our travel on January 8th 2022.
Changes to rules for fully vaccinated travel to England - January 2022 From 4 am Friday 7 January. If you qualify as fully vaccinated for travel to England, and you will arrive in England after 4 am, Friday 7 January, you do not need to:- take a COVID-19 test before you travel to England
- quarantine when you arrive in England.
Below is the summary of what took place on January 8th: We got up at 2 am in the morning and was picked up by the car company arranged for us by our travel agent at 3 am, and arrived at the airport at 3:30 am. When we were trying to check in around 5 am, we were denied boarding by the customer service representative and she told us that we needed a negative covid test within 24 hours even though it was not stated on the website. So we had to wait till the pharmacy opened at 8 am to get our tests done and inevitably missed our flight at 7 am (BA 303).
While we were waiting for the pharmacy to open between 5 am to 8 am, we called numerous phone numbers listed on the BA website as well as the number provided by the customer service representative at check-in counter, but the lines just kept dropping, and we were not able to talk to anyone on the phone and the website also would not allow us to change the flight on our own.
As soon as we got our test results back around 8:40 am, we went back in line and hoped that the service representative at the check-in counter would put us on the flight to London at 11:55 am (BA 309). To our shocking surprise, they refused to help. We were practically begging them to help us as we were horrified being stranded in the foreign country without speaking the language. Their cold-hearted answer was that they could not help and we needed to call British Airways ourselves or our travel agent to sort it out. We even escalated the issues to two managers at the check-in counter and they gave us the same cold-hearted answer.
Since we couldn't get hold of anyone at the British Airways on the phone, and there was 7 hours difference between Paris and U.S. where our travel agent located in Houston, we had to wait for their office to open at 9 am on Saturday January 8th. When we described what we had experienced at the airport, our travel agent found it hard to believe. So she got on the phone with the British Airways, after spending 3.5 hours talking to three different representatives and none of them would help, she was dismayed and shocked by the terrible customer service experience as a travel professional. Out of desperation, we purchased a new ticket via United Airlines and got home the second day. If you could help it, don’t book your flight with the British Airways as no one will be there to help you when you are in a dire situation!
First off, I would like to say that I have flown with British Airways for many many years in the past. Since Covid hit, they have gone downhill and past. They ruined our family trip for Christmas to Germany. According to the German Embassy, U.S. Citizens who are fully vaccinated were allowed into Germany for Christmas holiday. British Airways employees at their check in counters for First Class in San Francisco refused to give us our boarding passes to Germany stating that Germany closed their borders to all but German Nationals. This was entirely untrue.
British Airways not only stranded us but refused to refund our money and then told us to still fly to London and see if we can get our connecting flight still there once we arrived. After a 12 hour flight and trying to get through to British Airways flight connections counter in London, Heathrow, we were stranded. British Airways refused to listen to the actual German Embassy and took it upon themselves to cancel our flights to Germany. We were stranded in London which was NOT our holiday destination. We were traveling to visit our Family in Germany. We didn't know a soul in London and did NOT want to be there.
After standing in flight connections line for 5 hours, a line that never moved, we opted to sleep and try again in the morning. I was on hold with Customer service for 6 hours! Finally to obtain someone on the phone at British Airways we were told that a flight home now would cost us over 9,000 GBP each! They refused to refund our money and we were forced to try and find a flight home with another airline. Now we are fighting to receive a refund on the flights they cancelled. They try to offer flight vouchers. Do they honestly think we would ever want to fly with them again? They ruined our holiday and we had many things planned to do in Germany for our 14 day holiday. British Airways employees were not educated and just took it upon themselves to play God with everyone's holidays. Fully vaccinated U.S. Citizens that were flying from the U.S. were allowed into all the countries during the Christmas Holiday.
I would give this airline zero stars! I am writing this to save anyone else out there from the nightmare that we endured. We are out over $7,000 and still fighting our claim with them. If an airline could receive the worst customer service rating, British Airways would be top of that list. Their first class check in employees at the San Francisco, CA airport are rude and completely uncaring about anyone's lives or plans. We will NEVER fly this airline again. We are all suffering from PTSD over this experience as I am sure all of the thousand of others they cancelled flights on are feeling the same. Spending the night in an airport with no food, no water. They finally after 8 hours were handing out bottles of water.
I booked a return ticket from Toronto to Lagos through TravelStart and when I could not fly as a result of being deemed unfit to fly since it was health related, I called British Airways and spoke to not less than 4 agents to help cancel the flight but they insisted I should contact the agent which is TravelStart. I told them travel start were not promptly responding and the time difference was huge as they are located in Lagos, Nigeria. Eventually travel start was able to remove me from the flight before its take off but kept tossing me around about how to get a travel voucher or refund.
British airways agents about 6 of them were all dodgy pushing me around and saying my travel agent will advise. I bursted out crying and said Travelstart had been lying and frustrating me repeatedly and British airways even seeing glaringly that the agents were lying did absolutely nothing to help me yet claimed there was an agreement. Now tell me which agreement encourages lies and manipulation towards a customer??? I am highly devastated and distraught as I type and I have cried my eyes out too much regarding this because it's unfair that I am getting no help to get a refund or voucher back which I can use to book another flight once I get fit to fly.
I spent $300 yesterday for seats in business on British Airways. After I changed my flight today... they refused to refund my money. Still not sure why you pay for an assigned seat in business class.
I booked 2 business class tickets from Denver to Marseille and then from Paris back to Denver for May 2022. I needed to cancel the trip and was informed the $700 I paid for advance seat selection was non refundable.
When flying on third world airlines to distant parts of the world I don’t expect much and then rarely disappointed, but I was shocked to see how British Air has descended to third world status. They lost my luggage twice during my trip from Philadelphia to Nice, France including our baby stroller and car seat. Then once aboard their so called COVID rules descended in a free for all whereby passengers walked freely about the First and Business class cabins without masks complete unchallenged by the stewardesses. After all their promotions about safety British Air’s actions were not following their promises. We will redirect all further travel to United, Swiss Air, Emirates and Cathay Pacific.
Worst airways I have never seen this kind airways and customer service. This is really a bad experience that no one had faced it. I am travelling from Boston to Hyderabad via London. I have called customer services multiple times before I am going to airport regarding required documents to carry. They said about Covid19 documents but they never said we need to carry a valid USA visa stamped in the passport. When I reached check in counter, the customer service verified all my documents including Covid-19 (RT-PCR) test results. Everything looks good, but they asked me to show valid US visa stamp on Passport.
My F1 visa is expired and currently I am on H1B visa where it is not stamped on Passport because I never leaved US after my H1 is approved. I have valid I-797 copy which is valid until October 2023. Even though they asked me to show valid visa stamp on passport only. When I asked her how can I get stamped without leaving United states, then she replied to visit New York and get UK visa stamped. They are very rude and not at all listening to all.
For the fourth time our trip has been rescheduled due to what they call “cancelled flights.” While re booking more and more payments have to be done on seats, what started as a 1 stop flight is now a 3 stop flight and not even sure of cancellation in one of those either, personnel is incapable and unprepared to resolve issues. Will not recommend this disastrous airline, family trip from Las Vegas to Rome is a mess due to British Airways lack of commitment and total disregards to customers who have paid a very expensive business class tickets.
I will never in my entire life or my family fly British Airways again. My original booking says 5hrs for connecting from London to Boston which I can endure but I got to London and got to find out it was changed to 11hr layover without notification. This is frustrating being my first time with British Airways. Eleven good hours without any alternative. I didn’t pick this flight, the airline did.
I was traveling with my wife (Note: in business class/club world) from Seattle to Bangalore via connecting flight in London and we reserved our seats together while booking the tickets. But mysteriously they changed it later and when we got our boarding pass, they assigned 11h and 5d. Called several times but they couldn't do anything and gave us weird explanations like maybe someone else needed those seats and there are no other seats together available. When we boarded, the whole plane was empty and still they didn't allow us to seat together. When we arrived in Bangalore (India), we had to wait 4-5 hours for covid results, looks like this is required only from passengers coming from UK and SA and again they didn't tell us anything related to this. Stay away from BA and avoid UK for connecting flight.
British Airways cancelled my flight twice within two months. I have booked through trip.com. Just because I have booked through agency now British airway pushing me to accept a refund only voucher which I refuse to accept but what did do with my money? End of the day I paid them through card payment and I should get a refund through my original payment method not just voucher. What shall I do with the voucher? It seems they are forcing me to take British airways. I am sick of them. I don't want to use British airways anymore now and In the future. Said I have to book directly through them in order to get my full refund. It is ridiculous.
I had purchased a ticket ** for my wife…for flight scheduled to depart from Chennai, India (MAA) on 27th Jan 2020 to proceed to Seattle Tacoma Airport USA. The flight from Chennai was cancelled. I applied for refund on 21st December. The ticket was purchased by me using bank to bank transfer… The account to which the funds were to be sent was given by BA customer care executives and ticket was issued only after receipt of money in BA account. Despite several telephone calls to British Airways customer care as well as requests lodged through BA website… Refund has not been made till date (16-1-2021).. Refund not received NEITHER IN my account from which payment was made to BA…, NOR in my wife (passenger)‘s account… BA customer care executive asked me to provide the passenger’s (my wife’s) account details, which I had also provided.
Due to illness we could not take our flight. Although we did not have a variable ticket, they canceled our flight, and we received a voucher for the full amount. Thank you very much. The customer service team is very friendly and helpful.
I booked a flight ticket online from my mobile phone. They charged me but never issued any booking reference and never email me any flight information, After months of calling and writing to the customer service, They accepted to refund me, and then 2 months later they decide they won't. This is a shame.
I called several times in a month to confirm my mothers flight from Cyprus. Agent Kenny confirmed everything and said that despite the pandemic my mother could depart from Larnaca to arrive to NYC. My mother is very sick and disabled and she was supposed to see the doctor on NY the day after the flight. It turned out she was stopped at the airport and could not leave. She got a panic attack and ended up in hospital. I also bought 40$ insurance for refund in case something happened and the flight gets cancelled and today their supervisor Alvin ** told me wouldn't be able to issue the refund. Their booking agents are a BIG SCAM and I am filing a lawsuit against them!
BA deserve to go bust as they suck. Called 4 times on an international call. Waited over 40 mins on each call and they still could not send an e-voucher so I can book my flights. The 4th time I called about the same issue they said I will have it in 24hrs. 5 days later nothing. Tried calling them again and when he heard I was upset about the whole thing he hung up. Very professional staff!!!!
My flights were cancelled in April due to COVID which is completely understandable. I asked BA to refund my new bank account as the one I paid with was closed as I had since changed banks. They said they had to refund the closed account but it would bounce back to them. Once this happened I was assured I would get a call to provide new account details. I thought this was a poor process but having been assured this was normal I accepted.
Forward wind to August and still no refund. After numerous calls, emails and escalations BA tell me the refund didn’t bounce so it’s no longer their issue as the bank must have it. BA have provided the end of the card number refunded which has never been one of my cards, and a payment reference for the bank. The bank doesn’t recognise the reference after many hours of investigation.
Back to BA and just get the same excuse on repeat that despite them assuring me they would resolve this it’s now my problem and they are sorry I’m not out of pocket but from their side it’s case closed. I’ve spent over 8 hours on calls to banks and BA and still don’t have the refund they say was issued. That’s longer than the return flight that was cancelled! They refuse to acknowledge that the card number they have refunded to isn’t mine, nor will they accept that they assured me this wouldn’t happen and they would resolve. I’m beyond disappointed that a multi billion pound company would treat their customers like this. I chose BA thinking I was dealing with a professional airline, I was very wrong! So now because I opted to fly BA I have to write off hundreds of pounds and they couldn’t care less.
I realize that the COVID 19 Pandemic requires adjusting our expectations of what overwhelmed businesses can accomplish. However, I’ve been patiently waiting five months for nine airfare refunds requested due to British Airways cancellation of a family trip to Europe. A quick breakdown to give you some context: March 15 - flights were cancelled by BA with request to wait a few weeks to submit a request form.
End of March - I waited the requested time and then filled out the request forms for each of the tickets. Late April - I called the phone number to check on the status of the refund. Apologies were made and I was informed that they had only just started to work on refunds as many centers were initially shut down. I should see a refund in two weeks. Mid-May - no refund. Followed with another polite call, similar response: only just started to work on refunds as many centers were initially shut down. “I should see a refund in up to weeks.” One of the nine refunds processed. None of the others.
End of May - no refund and BA removed seven of the eight remaining refund requests “by accident” which were then added back into the system. Otherwise, a similar response with the addition of “we have escalated your refund so you should see it soon”. Sound like a stalling tactic? End of June - no refund and same response including escalation verbiage. So far I’ve been very nice and understanding on the phone. I sent a complaint via the website - not as friendly as I questioned the integrity of the refund department. Expected a response in a few days.
End of July - response to online complaint received from a VP who has “escalated the issue to refunds” with still no refund. The response to the online complaint was nearly word for word on what has been stated during the phone calls. Obviously, PR/Marketing team has been busy ensuring all faux concerns from BA staff take the right tone with frustrated customers. Beginning of August - No refund as of August 7. Perhaps the refunds department for British Airways is not concerned about escalated requests for refunds.
I hope that no-one else has the problems I’ve had with refunds at BA in the future. I’m beginning to wonder if they even have a refunds department. Five months is an excessive wait time. Norwegian Cruise Lines provided me with a refund in less than 90 days (for the same trip). NCL - I would book with again. BA - based on this experience - probably not. If anyone knows of an institution who could help with this issue, please let me know. If anyone else is having the same issues, perhaps we need to band together and hire legal representation.
Single handedly the worst experience I’ve ever had with a flight company, and EasyJet held me captive on the tarmac for 8 hours. We’ve been misled, lied to and been tricked out of over £1,000. They won’t acknowledge any wrongdoing and were hands down the most disgusting company I’ve had to deal with on the phone. Their customer service team were rude and insulting. I urge anyone thinking of booking with this company goes elsewhere, even if it’s slightly more money because this company deserves nothing.
B.A is a company where A refund's exceedingly rare. They seem not to care. "Got your money, so there!" They will just leave you up in the air. We have jumped backwards through hoops and still had no response. Stressful and time-consuming. I will seek publicity if this is not rectified as our refund is badly needed now. Contact Stefan & Bethan **. ** to sort it out asap.
Traveling Int’l First Class Miami, New Delhi early to mid March as Virus concerns increased. Recording for BA directed you to Website stating “high call volume“. Website directed you to not call and go to “Manage My Booking“ that site stated change of destination, date, or both are Free. Yet we were charged $962.80. Anna ** in Customer Service said, repeatedly it's too late and we accepted it, even though we have it in print Free. Never have I dealt with a Company with so little Integrity, and character which I assume is where why Anna ** Is so despicable. The worst Corporate Culture I’ve ever observed. No sense of “Do the Right Thing“. The Airline Industry would if this Company didn’t exist.
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