British Airways Reviews 

My flight from Malta was cancelled on The 14th of August. The company could not offer any replacement flights within 24 hours they phone line were so congested that he was nearly impossible to get any assistance and it took me about 30 minutes to get on the line with an agent who in the end couldn’t help. The flight was the only one cancelled along another flight to London and another destination only for flights cancelled from old town that day and they justified the cancellations on whether their conditions, when in reality the EasyJet flight that was due to fly a few minutes later took off. So I had to pay for all the expenses for two nights stay and arrived at the destination today later through some EasyJet flights. I spent nearly £3000 and after so much back-and-forth the company only reimbursed me £2300 this is ridiculous. Don’t trust them.

Phone contact yesterday with a customer service rep. stands in complete contrast to the call with a different rep. the day before ( see my previous review). The gentleman in question ( yesterday) was extremely helpful and pleasant to talk with. My queries were all dealt with confidently and competently. I'm hoping my domestic flight next week will score 5 stars. Its a shame BA doesn't post responses here to our comments. In my mind It's a measure of a companies interest in customer service when they bother to engage.

My journey with this airline has come to an end. For 3 days I have been trying to book a flight with British Airways, to no avail. I used different gadgets, different email addresses, 4 (!!!) different bank cards – belonging to me or my colleagues, my BA account and incognito mode, I talked to 5 different operatosr and tried to pay with different cards over the phone and have been getting the same result “payment unsuccessful”. I talked to some banks and they don’t even see a declined transaction. None of the cards got a notification that the payment was declined. The problem is clearly on their server, but I was basically told by the last operator that I need to book my flight with another airline.

We were on a cancelled flight recently and delayed overnight. Communication in the airport re transport to hotel was dreadful, resulting in us having to get a taxi there. Unfortunately I left a holdall in the the transfer bus hold on our return to the airport and have been unable to get hold of anybody that can help me with this issue. It has certainly made me think twice about flying BA again purely due to the difficulty in getting any issues addressed!

What a mess!!!

Air travel has become a nightmare no matter the carrier. Simply a horrible experience end-to-end. Lousy airports, filthy toilets, cramped seating even for a short person, delays are a regular occurrence.

Why bother choosing the home carrier when they are just as terrible as the rest!!!???!!!

Just checked in at Heathrow T5 only to find out the luggage belts are not running. We have to wait till 4.30am to drop them off. I would have expected BA to have the decency to collect the bags once they are tagged and port them to the belt and plane as part of the price I paid for my business class ticket. No wonder they have lost their reputation and passengers by the droves.
Also, do not fly on an early flight from Heathrow T5
Useless!!

Vulgar, rude and lazy staff. For drinks on board they gave me an opened bottle with was not full (clearly used by someone else). I asked for a new one and the attendant complained and went back to the "kitchen". When pressing the assistance button, no one comes. One has to go all the way to their area to ask for something and the staff are always having a chat and laugh in their oen area, not doing their job nor attending to customers. Even Easyjet and Ryanair are better

The cue for the bag drop was ridiculously long , staff completely disinterested and chatting to each other
Looked shocked when I said good morning ! No help for senior passengers
Like Ryan air without the charm

returned from vancouver on sunday 6/9/26 on a 777ER totally unacceptable seating was cramped little legroom.toilets a disgrace for a 9hr flight,attendants over worked.however our escorted trip from bookin toseat waseon excellent on our outward and inward flights .

I will join the long queue of negative reviews for BA, none of which looked to have been responded to. How sad they were once such a great airline. They today have cancelled a London-Athens connecting flight within 7 hours of flight leaving, offered another 9 hours later. Was my elderly mum travelling back and she freaked at the thought of 9 hours in terminal 3 in London. Have been forced to rebook a different flight from Dublin which I am now out of pocket for. Customer service unhelpful, I am not entitled to any fare refund because I had initially accepted the new flight. I admit it's not as bad as some of the situations other poor passengers find themselves in but really seems unfair. It's another reason travelling is so unpleasant and I avoid where I can. Useless

My flight to Catania was delayed by over 4 hours due to a fault with plane . We had engineers on my plane for 2 hours trying to fix but eventually plane could not fly . They found us another plane and after being off loaded and back into terminal we eventually arrived at our destination over 4 hours late .
In BA site it says you get A refund if flight is delayed by over 4 hours of £250.00 . So I applied for a refund . I’ve just been told that I can’t get a refund BECAUSE MY FLIGHT WAS DELAYED DUE TO WEATHER . Which is a lie .. !! The plane had a faulty communication system!! They’re just trying to not pay out so I will be going to the ombudsman!!

Awful service after ringing customer service due to them taking out £556.20 for seat when booking it was £186.00. The lady on the phone said they have charged us correctly. I explained I had a pending transaction with the amount and a email receipt to state the £556.20. She said it’s pending so it wouldn’t get taken the full amount. Why charge someone more. I couldn’t access the fund due to them taking to much. She didn’t have a clue, said the payment was yesterday, it was within 20 minutes. They didn’t have a clue what was going on or what had been taken. I kept going on and on about the receipt what was in front of me. Wouldn’t let me speak to someone higher. I explained I am now out of pocket as it takes 3 days to refund. But they should have never taken that much in the first place. Just an awful service

I yet haven't flight but the customer service is a very bed experienxe
I called 5 times to the intalian customer care, vfirst for ask information, than for change the date of my flight and I found people anable to find the flight I was looking in real time on the web sit and to do the right chance I asked. One of this insisted that the flight was not exist with the price I told her and she insisted about a price did not result me. The second one was not able to find the flight I wanted and when I expressed my pdubts about the quality of the assistance she closed the called. The only person able to give a real, good, helpful, professional assistance wad Cristian. If in the customer care of BA worked people like him it would be a five star service but unfortunalyb it is not like this and the impression that the two women before him gave me has been of unprepared and not motivate employer.
Thanks to Cristian I solved my problem and I payed what I aspecyed (150 euro less the price the first woman told me insisting) but until I did not find him I have been afraid that me problem coud not been solved. I could not immagine British Airways can have a so low quality customer care service

Hopeless customer service, been trying to change my daughters DOB to the correct one for months and simply the BA Gold call centre tell you to write in and they don't respond. A total disgrace to this Country

Flight from Gatwick to Catania 15 July had been due to leave 16.40. Pushed back departure to 17.50. When we boarded plane around 17.30 we were told departure not before 20.00. Then told departure scheduled for 22.00. Eventually took off 22.05. One glass water provided by cabin crew & tiny pack of corn nuts and 2 hob nobs during the four and half wait on the plane. After the plane took off after about an hour the only food available by the time the crew reached row 25 was olives, Pringles & chocolate. No sandwiches, no meals available. Landed in Catania at 1.50 in the morning. In the meanwhile BA sent an email with a voucher for use in airport terminal that was only valid for 24 hours, not useable on the plane and added further insult to this very bad service. Complete lack of courtesy and coordination and the crew seemed powerless to do anything. Lack of back up planning and little explanation for such a long delay. Was told that storms over France had caused delay but other BA flights to Turin, Nice, Sardinia and destinations that track a route close to the route to Sicily left on time. Now have to spend time pursuing compensation. Time to start with other airlines & not go to BA as default when flying from London.

BA new app is a joke , it’s a shiny page with different links to divert people to BA website .

The British airways app and website is an embarrassment to the firm and the country if you can’t even get a simple app to work what faith should we have in you that you can get anything right. It’s pointless downloading the app I’ve had it for a few yrs and just ended up deleting it has never once remembered who I am ever and the security is inline with banking apps but at least they work shocking it really is

We booked business class flights with BA Heathrow to London. Staff were rude and unhelpful, despite having checked in with boarding passes we were sent to a long self service queue . After 20 minutes we queried this and were sent to the short self check in business queue. Very few staff check in was a nightmare as our bags were constantly rejected. Business lounge way over capacity, no where to sit, dirty, and queues for the toilet. We left and sat in the terminal way quieter and cleaner. We will not fly business with BA again, complete waste of money

When we checked in for our flight at Heathrow we were rushed down to the departure lounge only to find everything was shut, then boarding was delayed because the crew were late.

On the return journey we spent 40 minute arguing with the check in desk people (3 of them in the end) as we had paid for extra leg room seat out and back (same seats) and first they advised we only paid one way. Then offered to sell us seats then when we showed our booking confirmation they offered alternative seats either side of the isle, not the ones we booked and paid for weeks ago.

Eventually they have us the correct seats but no apology

Worse was to come

1 hour on the baggage hall at Heathrow before they announced our suitcases would not be delivered - go home we will post them to you.

Finally there on line system to sort all this out is deliberately engineered to make it as difficult as possible. When you phone customer service they can do nothing as they are not connected to bagged department. Best of all you can phone to them, and when you try to engage with the system it just keeps saying NO

Same with minor claim system, still not cracked that one yet

No wonder the dropped the strap line on the adverts "the world's favourite airline"

Never again

Never

Booked a flight with them (operated by Qatar). Flight cancelled a couple of days before return flight. No contact, no offer of an alternative flight, no refund. Left to fend for myself in Hanoi, Vietnam back in March 2026. BA (and Qatar) website and app utterly useless. Could not contact them and so had to book my own flight home via China.

It's now June 2026, and after numerous emails back and forth, between BA and Qatar and TravelUp, still no sign of a refund for the cancelled flight. BA blame Qatar, Qatar blame BA or the travel company. Travel company useless also.

Looked at ABTA, ATOL - far too complicated to even contact them.

A multi-million pound company and they can't be bothered to refund what is legally mine, about £500 (maybe less).

Rip-off Britain strikes again at the little man :(