British Airways Reviews 

Flu from Newcastle and landed in Heathrow Thursday 10 Sept, when I received a text saying my connecting flight was canceled to Bologna Italy and rescheduled Sat 12. No good, we had a cruise Sat 12th.
They would not give us our luggage that day to move on, said it was in security. We booked a flight to Florence which meant trains to the cruise, however our only way. We booked a hotel in London and that night and flew out to Florence early Friday. They said our luggage would be on the Florence flight. This never happened. It did not turn up. How ever after loads of phone call by my son-in-law they said the would deliver luggage to cruise ship Saturday. This didn’t happen. We had air tags on cases and they did not leave London. After 57 phone calls and staff telling different stories we got our cases 5 days into a 7 day cruise.cases missing for 6 days. We had **** all to wear as shops not available in the middle of the med.
No one had a clue what was going on in British Airways. No one there to help at airport no one interested in helping. Hell will freeze over before I fly with these incompetent airways again. Found out later a friend lost his luggage to Vegas that week end too. Useless !!!

BA Booking Ref X6MMQD. London to Punta Cana, Dominican Republic.
Whilst on holiday, my wife broke her ankle the day before we were due to fly back to the UK. 08/09/26. We contacted BA to let them know that my wife was in hospital and about to have surgery. BA immediately sprang into action with the Duty Office, who liaised with the Hotel to extend our stay, and also our Insurance company to help with any information they might require whilst this was happening. BA ensured that the insurance company were going to pay for an upgrade to business class to ensure that my wife was comfortable for the 8-9hr flight back to the UK. The insurance company thought it would be ok to put us in Economy!! The staff in the Duty Office were exceptional, and a credit to BA: Ed, Tom and Jamal, as were the flight crew on BA2204 Punta Cana to Gatwick on Weds 16th Sept. BA may well make mistakes, as does all the other airlines, but when the chips are down, and you really need help, they are exceptional. Thank you, BA, for getting us repatriated back to the UK and taking the stress out of the whole situation. Steve and Rosemarie Harding

Fast and efficient service to resolve my issue

Once an airline that commanded real status, British Airways is now a falling superstar clinging to a prestige it no longer deserves.

I missed my return flight from Istanbul to London because British Airways failed to issue my boarding pass. What followed was a masterclass in how not to treat a passenger. No ground staff. No guidance. A customer service operation so ill-equipped it could not advise me how to retrieve my own baggage, rebook my flight, or tell me what my next steps were. Every agent I spoke to contradicted the last. The only consistent thing was their inability to help.

I was stranded in a foreign country with no support, no information, and no resolution. I had to involve friends and family in the UK to assist me because British Airways could not. I sourced my own accommodation at my own expense, missed a time-critical post-rabies exposure vaccination, and missed days of work. British Airways' eventual offer of assistance was a flight back to the UK a week after my original departure date, self-funded, with self-funded accommodation for the intervening period. I declined, and instead booked my own return flight via Wizz Air, a competing carrier, because it was the only way to get home in any reasonable timeframe.

Recouping my costs took close to a year of back and forth, repeated requests for evidence already provided, and responses that bore no relation to what had been submitted. British Airways did the absolute bare minimum the law required, and nothing more.

Does BA have a customer service function? In name only. Would I caution you against flying with them? Given all of the above, ask yourself why would you ?

One star. No redeeming features.

Pathetic!! An hours delay announced just before boarding! Why can’t these flights get checked for smooth/safe operations and not announce last minute servicing😒
Also, the special meals on a previous flight was boringly same on OB/IB flights. Fruits were partially frozen!

Great customer service. Resolved my query efficiently.

Awful service on board, an odyssey to get a simple receipt of the flight

Claire M. Was a really friendly and helpful advisor. Thanks so much.

We will NEVER choose British Airways again for any travel. If needed, we will pay slightly more just to avoid them. On our last trip from L.A to Venice via LHR, our luggage was missing upon arrival. We received no email, no notification from the airline. Half our flight had no luggage. Some received emails explaining their luggage would arrive on a different flight.

We had to pay EUR several hundreds to have our luggage retrieved 9 hours after arrival because it was 11.00 PM and with exhausted children, the hotel arranged for our luggage to be retrieved from the airport and brought by boat to us.

We filed a complaint with all the necessary documentation and followed up with 10 emails but each time, BA claimed we didn't sent any receipts which was completely false.

There is of course no phone number to call so when we dialled a general number and spend 60 min on hold, nobody could help us.

It is obvious that BA is doing all it can to not refund customers.

Besides this, our planes were old, filthy and terribly uncomfortable (and we were flying in Business Class). The food was inedible.

Anyone who can avoid flying this airline should at all cost.

I wish I could give a 0 rating given how bad my experience with British airways customer service has been

Avios rewards system is ridiculous. Fell just short of number of points for an upgrade rewards flight so follow the link to buy extra Avios - which I did. Those points I'm now told could be sat in a BA holding process for up to 3 working days, even though they show up in my Avios account.

So likely I'll miss being able to get one of the two rewards seats left on the flight I want.

Absolute joke in this day and age for such a backwards system - guess that's BA for you nowadays

horrible experiencie, 2 hrs delay and terrible costumer service.

Flew from Paphos to Gatwick with a single large backpack – my only bag – and was told to put it under the seat because the bins were full of free cabin suitcases. I'm a big guy; with a big backpack at my feet there's nowhere for my legs and it's bad... If everyone gets a suitcase plus a second bag, the bins can't hold it all, and people travelling light lose out. Even Ryanair and easyJet handle this better: one free bag, pay for the suitcase. BA should do the same.

I am in Inverness for the weekend. My bag arrived at Inverness airport on a later flight and 48 hours after my arrival my AirTag shows that it is sitting in a warehouse in Inverness.
I appreciate that sometimes things go wrong but the total lack of urgency is disturbing. I will be lucky if I get my bag in time for the return flight.
Meaningful communication with BA and with the courier is impossible. If it were not for my AirTag I would have no clue where my bag is.
Such a pity as I believe BA is a good airline generally but on this occasion just two stars.

I am flying to NY JFK in first class today on BA 177 to discover on board that 5 toilets in total are broken ( 3 passengers toilets and 2 crew toilets are broken)

1 broken in first class and 1 of the 3 toilets in business adjacent to first class is also broken therefore-90 passengers using 2 toilets in our area

This is what we call a broken airline - my feedback is that i should have been informed and given the choice to change my flight
Im flying with my husband who has serious prostate medical issues he just had to queue for 12minutes to use the toilets in Business and passengers were knocking on his door while he was washing his hands
And about washing our hands ??
This is a health and safety issue and this aircraft should have been grounded

Unacceptable service and hazardous Health and Safety decision
Im a long standing customer and it saddens me to see BA making this type of mistakes-

Very poor experience with British Airways

We travelled from Heathrow with three young children aged 5, 3 and 1.

One suitcase weighed around 25kg, while our other bags were only around 17kg each. We politely asked whether any discretion could be shown, but were refused and found the manager rude and dismissive.

What made this particularly frustrating was that moments later, at the adjacent BA desk, I watched another passenger check in a 28.5kg suitcase and simply be told to be more careful next time.

To make matters worse, our children’s oversized baggage was then left behind in London and only delivered to us in Copenhagen two days later.

BA’s final response was an offer of just 5,000 Avios, which I consider completely inadequate given the experience.

Having flown with BA many times, this was by far our worst experience and completely ruined the start of our holiday.

We pay a 150k -175K (INR) more than economy to get comfort in premium economy. Major comfort used to be the leg rest where the part below the seat comes up. Now that doesn’t happen. So what are paying the extra for? Just for A choice between 2 meals? Or 2 glasses of Prosecco instead of wine? (that too when you ask-or else they don’t get it on the offer tray!) Premium economy is an awful deal and could amount to a bit of a con job. If youve cut the frills, then cut down on the price too. I’d really like to know what Im paying that huge amount extra for? Plus 25k each way for blocking the seats!!!! BA 203 on 28th Aug (was 3 hrs late too and then no sleep!) and BA 286 on 16th Sept. Awful sleep deprivation and discomfort despite paying extra to buy it. Extremely disappointed. I felt a tad cheated. Expecting better service or prices next time & dreading my flight on 1st Oct fm LHR to BOM now

One of the worst airlines, it almost feels like they think they have a monopoly position in the UK market the level of service is so bad. I have now has 6 or the last 7 flights delayed by an hour in the last two weeks. No effort except when it is to an avoid paying the compensation, we landed 2 hours 30 mins late at 3.10am and then the made us take a bus on the latest ordeal, which will they technically landed by the time we were bussed to a different terminal we lost a lot more than 3 hours. I feel particularly bad for the small children and elderly on the flight. No apology and just I hope this was not an inconvenience. I reckonise things are sometimes outside of their control but their track record is horrific.

Terrible service and no respect for the customer try to avoid flying with them!

A national shame. I paid for a premium economy seat for my 12 hour flight to Cape Town. The day before, I tried to check in but the app and website didn’t work. The check in now button didn’t take me anywhere.

I got to the airport 4 hours before my flight as it’s an evening journey and I hoped to relax. At check in I was told the flight was overbooked and I was downgraded to economy.

I don’t understand how this is legal. You pay for something and then they just take it away.

Customer service was appalling. They acted like I was stupid or naive for expecting to get what I had paid for. I was told “you don’t have to travel if you don’t want to.”

Embarrassment. A total f’n disgrace.