British Airways Reviews 

Person serving on the counter at Islamabad airport flight BA0260 on 02 October 2024 by the name of Junaid gave excellent customer service. Thank you for the pleasant experience.

Thank you

This so call 5 star airlines british airlines lost my luggage for over 3weeks. While I was on a v.i.p. black tie meet the artist art cruise out of Amsterdam. It was a 14 day cruise and all I had was the cloths on my back and they promised they new where my bags were and they would bring it to my next port of call and guess what nothing but they made it clear I was not to purchase nothing exstravicant. You know I'm only on a black tie cruise and mind this is my husband and I bucket list dream vacation also. This vacation was destroyed because I had nothing to wear to any of the occasions,humiliated, embassed,did nothing but cry because my dreams were crushed and all b.a. did was lie to the cruise director that they were doing the best they could do to get it to me so then they said my luggage would be waiting for me at the airport. Guess what they were once again lying there was no -ucking luggage. We got all the way home and a college 15 hour away from us called my house and they had my luggage and I called b.a. gave them the address and the director of the college they argued with me that it was sitting in london and they refused to go and get it so my husband and I then had to take 2 days off from work to drive to go and get I sent them pictures and proof and they still have done nothing to compensate me. They are still denying anything. They promised me so much and have done nothing this airlines is worse then spirit.

I've flown with BA for manny years and I thought BA was a reputable airline with excellent customer service. How wrong I was.
Not only the customer service is a joke, but their entire system doesn't work to a modern standard.
I made a typo in the passenger name and their system cannot even deal with it properly and requires you to show up at the airport to print your boarding passes because the app or the website can not deal with such a minor problem.
I've also spend 2h - I kid you not - on the line with the customer service and they couldn't deal with.
I had expected that it would have been fixed by the time we had a return flight 10 days later, but no, same issue with online booking.
We had to arrive at the airport 3h prior to a short European flight just to print the boarding passes because the BA system is so poorly designed or simply outdated, or rather prehistoric.

Kawaljit Gill helped me a lot and was very courteous and polite.
I had an awesome experience.
If she is reading this, thank you Kawaljeet for all the guidance you gave me and my family.

BA executive club a total waste of time. Have been trying for months to get minor problems sorted on my account. Speak to customer service, told all will be sorted in 3 days. Nothing ever happens. Groundhog Day approaching. Wish me luck.

My direct flight from London City to Split was cancelled by BA shortly after it was due to depart.
The alternative offered was more than 24 hours later via Amsterdam. No use to me.
A brief apology from BA and a very frustrating time ahead to claim compensation.
Meanwhile, a flight I took recently on Ryanair was an hour late. Immediate email with profuse apology and an opportunity to to give detailed feedback on their service.
It felt as though BA didn't care much while Ryanair cared a lot.

I genuinely can’t fit in my seat due to the lack of leg room.

TLDR: they cancel flights at last minute, don’t give realistic alternative options, their website functionality is useless so you so have to call an incredibly unhelpful customer service provision that you wait hours to talk to and then hangs up on you. You can’t even complain.

Detail:
Where to even start: they cancelled our flight at 1800 the night before it was due to take off at 1100 the next morning. Offered us a flight 3 days later, that is not realistic. You cannot change to another departures airport on their website so you have to call. The call centre took an hour to pick up, and then we may as well have been talking to a bot as they were so unhelpful. In fact a bot would have been more helpful as it would have not lied to us and then hung up on us in frustration. Anyone would think we were asking to change our flight at the last minute out of our choice! We then called back after a long wait again we were told we had agreed to our flight change on the previous call (we had not) and had to take the flight they’d booked for a later date. By this time it was 2230. We insisted they listen to the previous call to see that we did not agree to the change. The previous call handler had left a note saying we had an agreed whe we hadn’t. The second call handler said they would listen to the first call and call us back in a couple of hours. They called back at 0040. We were obviously asleep and this was very annoying. They finally admitted their mistake
When we called back the next morning. The final night of our holiday ruined, a lot of extra hassle and an incredibly frustrating and angering experience, we have flights booked with ba in the autumn. The are fully flexible and we will be cancelling them as we’ve had enough. They’d already cancelled our outbound flight too and we’ve had enough of the cancellations. Throw in the incredibly frustrating approach to customer services and AWFUL website and you get a seagull airline that doesn’t value its register customers and doesn’t actually fulfil its purpose of flying people from a to b. Cherry on top is that you can’t even complain as the website is so bad the complaints form wouldn’t give me any option to submit what I’d written! As they cancelled our outbound flight we had to rebook with easyJet. In future this seems like the better option. At least they actually fly.

I paid extra to sit on seats that were as hard as a a park bench. There little to room to stow your bag under the seat in front of you. Everything I needed to have at my fingertips ended up in an overhead bin. The breakfast was inedible. They lost my bag and their systems they provide to track your bag don't work, and there's no way to get information. Going through Heathrow is a nightmare!!!!!!! I can't emphasize enough how confusing, disorganized and inconvenient this airport is!!!!!! Avoid this airlines at all coat!

If I could give one star I would. British Airways are beyond awfu. Their ‘customer service’ is non existent. We booked flights to Naples in June and paid an additional amount for extra leg room seats. On both legs of the journey we were denied these seats as ‘they were not available’. How can that be when we had booked and paid for them? Someone was sitting in those seats so they had clearly resold or double booked them. We were told we would have to contact customer services to obtain a refund. We completed the online form and were given a case number. Eight weeks later we are still waiting for a response and their website says we are in a queue. How many people are they doing this to that they have a queue that is 8 weeks long! They have taken our money, not provided the service and have not refunded us. That must be breaking some consumer law! I assume they think most people will give up and go away. It’s nothing more than a scam. We will never travel with them again and suggest others steer well clear too.

12hr delay on 15th June, £200 out of pocket expenses, raised a claim/complaint, now 23rd July & still had no contact from BA other than email to say there’s a backlog! Phoned 3 times to date & got nowhere! Worst customer service I’ve ever experienced!

Absolutely disgusted with their customer service. I booked a flight to CT departing on 5th Dec and paid to select the seats I wanted. About a month before the flight was due I checked to make sure that everything was in order only to find that they had changed our seats without any notification. True, the seat and row numbers were the same but the plane had obviously been changed and, as a result, my husband and I were no longer seated in a window and isle seat but in a window and middle seat with someone else sitting on the isle. When I contacted BA the staff were so unhelpful and insisted that the plane had not been changed and that I had booked the seats as were now shown. This was either a lie or the staff did not bother to find out if the plane had in fact been changed. On our return flight from Cape Town to Heathrow in February we told the check in staff what had happened and they advised us that it was because our plane had been changed. When I arrived home I submitted a complaint to BA. I kept getting e-mails from them apologising for the delay in dealing with my case. I eventually received a mail from them asking for more evidence (I had already sent all of this to them when I first submitted the complaint). Apparently, I had to "click here" on the e-mail to submit the supporting documentation. This did not work so I submitted a further complaint about 3 months ago and since then I have not heard a word from them. Not even an acknowledgement or apology for the delay. I see Virgin Airlines are now doing direct flights to Cape Town again. Not that you would give two hoots BA but you have lost our custom for good.

Worst airline. Our flight missed its connection - about half the customers were affected. Instead of working with those customers, they moved us into a "Flight Connection" queue where we waited for hours. Zero empathy. Will never use again.

They really need to improve their communication with their customers when things go wrong.
After missing my fight Gatwick to Verona through no fault of my own, although I was aware that would not matter, I called them as soon as I was able. I got through 45 mins before departure time but was put on hold so it was after departure time when I finally spoke to someone. I was fully expecting to have to pay for a new flight out. I was told as the flight had now departed it would have to be completeltly cancelled and rebooked. I wouldn't have minded so much if I wasn't then told my return was also cancelled. Rebooking the whole thing was over twice the original price. This second flight was then changed to a different, smaller aircraft last minute as we were waiting to board. After going to a different gate we were told 37 people would not get on the flight but that airport staff would take us to collect our bags, take us to a hotel with evening meal and breakfast and put on on the next flight, and BA would contact us to give us details of the next flight out and to arrange compensation. One of the people chosen not to board was a wheelchair user. The two BA staff members who came to take us to baggage claim left half the group behind as they went through the airport then vanished at baggage claim, leaving us to find our own way onto the shuttle and to the hotel ourselves.
So once again I cancelled my hotel transport, the trip out non refundable as cancelled on the same day.
Several hours later there was no word from BA so I called their help line..closed. Called out of hours line. The lovely man who took my call moved mountains to sort me a flight and was amazing but due to him having to wait for higher ups to get back to him he had to call me back almost two hours later and then I was on the phone for another 45 minutes. All this in the middle of the night. He was the only good thing about my experience with BA. I was eventually booked onto an alternative flight... but as all Verona flights were full, my replacement was an early morning flight from Heathrow to Venice instead. He also told me I'd have to use the website to claim compensation, and my return flight would remain as was. So a £96 taxi ride to heathrow later I at last got on a plane. Once in Italy in Venice I then had to get a bus then a train then a taxi to my hotel in Verona. Eventually arriving around 36 hours later than I should have done. As a lone female traveller it was a rather scary thing to have do.
I had booked a meal for the return flight via BA Highlife Cafe and when I got to the airport for my return from Verona I was told I had been booked onto the flight three times and three meals arrived for me. I sent two back but upon checking my bank on landing found I had been charged for all three. I emailed BA about compensation a week ago and have heard nothing since other than an automated "we have your query" email. Total lack of customer care at all levels.

Had to cancel flights due to my husband being diagnosed with cancer. They kindly agreed to refund the flights. That was over three weeks ago and I still haven’t had it. Have rung several times and just get cut off …. The chat bot says 74th in queue and actually goes up! At a time when I’ve important things on my mind it shouldn’t be this hard!

Just flew from Milan to London and they apparently lost everyone's luggage from all their flights of the day, including mine.It seems that happens very often with BA.Horrible customer service and more than 300 pounds of perishable materials that will probably end up in the bin because of their incompetence. AVOID AT ALL COSTS!!

Literally hundreds of passengers queuing to check in for our flight home from Athens, and good old BA have three desks open to cover several flights.
We queued for over an hour and the queue had at least quadrupled in size when we left.
What has happened to this once great company?

Outdated website, difficult to navigate.
Some important bugs present on it, causing problems when booking.
Booking issues cannot be sorted as it’s impossible to speak with customer care assistants (my complaint has been open for over one month and no human has still addressed it).
Shame.

Our return journey from Los Angeles to London Heathrow again had problems with the entertainment system and yet again no one is interested.
Emailed the CEO 5 times now and no response. They do not care so I will never use this company again. Hopefully all these 1 star reviews will put people off booking.
CEO stand up and be counted you are a failure

This company is getting worst and worst. I really regret booking my flights with BA. Booked a flight worth £1400 that i now need to change or cancel due to unforeseen circumstances, and BA wants to charge me nearly £1200 penalty fee for a refund. Asked the advisor if i can change time and location instead and she told me she can help with that but i can do it online. Went online to do it, and says im unable to do it to contact the airline. Its an absolute joke of a service, especially considering you are paying premium to fly with them. Save your money and book with other airlines.