British Airways Reviews

Name: British Airways
Rating: 1.72

1.7 Rating 292 Reviews

16 %

of reviewers recommend British Airways

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1.7

Based on 292 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 8%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.4 out of 5
Avg Email Response Time	29 minutes
Returns & Refunds
Refunds Process	Difficult

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ph:+44-844-4930750

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British Airways 1 star review on 31st May 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible customer service from British Airways for our holiday flights. They cancelled 3 different flights that we were booked on, and when we finally arrived home they had lost our luggage. Will never book with them again.”

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Posted 5 years ago

“Do not book with this airline!!!!!! Terrible customer service that is none existent if you actually need assistance. They either hang up on you or bounce you around after keeping you on hold for 3-8 minutes. They never seem to be able to access the details of your account to help and you better pray they don't give you the 312-843-5794 number, its a machine that's only available from 6 to 12 CST. calling the number after 6 am all you get is a "all circuits are busy msg" and when you call at 6am you get a message that thanks you for calling them and tells you to reach them online or the regular 800 number. I am in the DFW area and I quickly realized they also do not have any physical presence in or around the airport. They will try to rob you of your hard earned money without blinking an eye. They tell you to cancel online if you bought your ticket from their portal and they will give you a credit you can use later for the non refundable tickets but they will not give you the credit. None of their customer service reps seem to have the ability to assist you with credits or refund issues. They scammed me of almost $6000 and destroyed my summer plans with my family. I had to call my credit card company to dispute the charge. This was my first time trying to use them and it will be my last. Buyer be warned”

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Posted 5 years ago

“British Airways used to be a pleasant, professional, comfortable and reliable flying experience. Even though it was slightly more pricey than the other airlines, we would always prefer to use it. In recent years its service has deteriorated continually to the extent that its passenger service is, in our opinion, now unacceptable. In May and June this year my family and I, separately, flew on three different return flights from Heathrow to Athens, six flights in all. Out of those six flights only one flight was close to its promised time (ie more than 80% of flights delayed), ending with the last flight that my husband and I were on, from Athens to Heathrow, being four hours late. This flight was the return flight from Heathrow to Athens, which took off over half an hour late originally - inexcusable because it was the first flight of the day at 0650. Due to this delay the flight was unable to land in Athens, because of an apparent electric storm, and was diverted to Heraklion. However, had the flight from Heathrow to Athens taken off on time then this further delay could have been completely avoided. The most important aspect of an economy flight is that it arrives on time and people can put up with a certain amount of discomfort in order to achieve this. Sadly, we will seriously have to consider using other airlines in future.”

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Posted 5 years ago

“We were a group of 12 golfers travelling to Marrakech from Gatwick airport on 7th May 2019. Unfortunately we missed our flight due to a fatal accident on M25 which held us back by 2hrs. We contacted customer relations counter on arrival and spoke to a lady by the name JACQUI BAGLEY. She went out of her way to ensure that we got on the next available BA flight the following day at no extra cost. We had booked our flights directly with BA Group bookings who were not even interested in our problem so Jacqui ended sorting our problem. Jacqui is exemplary what customer service should be about. She definitely changed our groups perception of British Airways. She even refused to accept our small token of appreciation. Sincere thanks to her. I wish all my staff were like her...…..”

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Posted 5 years ago

“Terrible customer service. Upgrading flight times online was a scam, paid for better flights which were cancelled and then was given a run around when trying to claim money back (after many hours to no avail). No complaints with actual flight.”

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Posted 5 years ago

“Allways found their service excellent.”

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Posted 5 years ago

“Long queues but good service”

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Posted 6 years ago

“I stopped using British Airways after they botched up a return flight from Nice to Heathrow by abandoning passengers at inaccessible Bournemouth Airport, then didn't bother to unload passengers luggage. When I tried to reclaim my two suitcases, BA only sent me one of them. They refused to give me my other suitcase, instead lying constantly about its whereabouts when I enquired multiple times [at one point, they claimed it had been sent to the US!] but after putting my foot down for almost two months, they finally returned my other suitcase. The padlocks had been taken, but I didn't care. I was only glad that I hadn't packed any valuables in the cases, for most likely they would've been stolen. I can only suspect they played their games in a bid to withhold my suitcase and push my hand to recuperate my loss through an insurance claim. That incident was probably the first time ever I've dealt with a company that brazenly lies to its customers and treats them so despicably. After being reunited with my suitcases, I was ridden with arrant disgust at BA's conduct, disbelieving that this was the same company who used to be ranked highly amongst the airlines so many years ago. What happened? Whatever it is, I will never fly with them again. The fact that I've received a clearer, more straightforward service from the likes of easyJet should tell anybody how steeply BA's standards have slipped.”

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Posted 6 years ago

“London to Boston direct. Absolutely brilliant service thank you.”

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Posted 6 years ago

“I am a GOLD BA Frequent flyer and I have been flying British Airways for years now. However the heart ache British Airways have caused me over the last few months is beyond normal. There is nothing worse than dealing with British Airways customer service team. They do not take ownership or responsibility for what they say they will do, they make promises to customers on next steps and do not deliver. You have to chase them up to get anything done and trust me that alone he like a full time job. 1) I rang BA & requested a quote to make changes to an existing booking I was promised by the rep on the phone I’ll hear back within 24 hours as the pricing team need to price the ticket up, 2 weeks on & I did not hear back from anyone at BA. I ranGBA customer service team and I was told that the last rep I spoke to 2 weeks ago did not send my request off to the pricing team. Infact there was no note on my account regarding my request. Can you imagine how angry I was at this point. 2) BA has a dedicated Gold member phone number which I rang to make changes to another booking, I spent 40 mins on the phone to the customer service rep now bear in mind that the customer service number is not a free number. The rep took my card details to process payment for my booking, she told me that she has queued my booking to the finance department to process payment and this should be done within 4-5 working days. Nearly 2 weeks later my request was not done. I got on to the social media team to find out what was going on. The social media team advised me in a direct message on twitter that the rep failed to queue up my request for processing but what’s worse is the fact that I am meant to be on this flight in 4 days time. To recap I spent 40 mins on the phone to a rep to carry out a task I gave her all the necessary details, she provided me with the relevant timelines only to find out that my request did not even get processed. The social media team offered to fix this for me, and suggested that I send the 3 digits of my card through twitter direct message (imagine that, sending card details through twitter) I told the social media team hell nahh! And I requested they call me to process the payment. The customer service team didn’t call me for nearly 8 hours later and at that point it was 4am and I was asleep. I reached out to the customer service team as soon as I woke up and I asked them to call me during the day, 12 hours later I still didn’t get a call from British Airways. I have given BA the ability to make things right I have been patient and still this issue has not been resolved. This is not a once off this is the type of issue I go through with BA as a customer nothing ever goes as planned. And regardless of the pain any of the disappointment they have caused you all they do is say “sorry” or offer you “10,000 avios” at most to shut you up like a crying baby. The above is just the atrocious customer service dealings I’ve had with BA. I cannot fathom what non frequent flyers of BA go through by just thinking about the heart ache I go through with BA as a GOLD customer in order to get anything done. It is clear that management don’t care so why should the staff care? You be the judge. BA has lost its touch and they are no longer the prestige British airline it once was. BA customer relations has since being in contact obviously after all of this was escalated and as usual all they had to say was “sorry” if you want good customer service British Airways isn’t the airline to use.”

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Posted 6 years ago

“First class service, great food and good flights and landings. We were met by BA staff when we got off our first flight and shown to the location for boarding our mext flight. Can't fault them on anything and will be my first choice in future”

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Posted 6 years ago

“Why isn't British Airways classes as a budget airline? Cancelled our flight. Customer service then virtually impossible to get through. Went on outbound flight- Late. Wet on inbound flight - Late. Just like easyjet had to pay for any refreshments. Landed at T5 heathrow at what must of been the furthest point from security that we had to take the shuttle service. Poor service, poor customer service. Have had better flights on easyjet and Ryanair.”

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Posted 6 years ago

“Pathetic- I have phoned customer service about 6 times now and are just left to hold on for hours @7 pence a minute.. I emailed them to say the new times they changed my flights to is not convenient and they replied saying I should phone to change the flights. Its cost me a fortune in cost of phonecalls and time and I will be losing my whole families flights because THEY changed the times and to change on-line I have to pay fees. Unacceptable!!!!!!!!!!”

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Posted 6 years ago

“This company is a disgrace. Fake rates are advertised on the internet and when you try to book, there are different pop-up messages that either tell you that somebody else booked your flight or another 100 quid or so has been added to your total. It is utterly disgusting. Not even tenth-rate low budget companies offer this kind of despicable service. I wasted 2 hours trying to book flights from London to Madrid. AVOID AT ALL COST. Edit your review”

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Posted 6 years ago

“Flights to and from Leeds Bradford always late. Exorbitant prices for food and drink on board. Heaven must help you if you arrive and your luggage doesn't, because BA won't.”

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Posted 6 years ago

“They didn’t make us happy. Seats were double booked, flight was 1.5 hours late. On return journey, passenger with disabilities was seated in the middle of four seats which were together which resulted in person falling when trying to get out.”

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Posted 6 years ago

“Very helpful”

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Posted 6 years ago

“Terrible cross and unhappy.”

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Posted 6 years ago

“ease of process, reliability”

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Posted 6 years ago

“Las Vegas to Heathrow case 17700704 , World Traveller Plus, 9 hour 30 minutes NO screen, hand control broken, foot rest broken, sun blind came out in my hand, very grubby, no wifi either way, aircraft 19 years old, 1 year left in service, paid extra to pick our seats £45 each way. They insulted me with £100 e-voucher off my next flight WITH THEM to be used within the next year. Got in touch which took 45 minutes on hold and they refused to give my £100 back in cash. I've paid 2018 prices for a 20 year old service.”

British Airways 1 star review on 16th April 2018

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Posted 6 years ago

British Airways is rated 1.7 based on 292 reviews