British Airways Reviews

Name: British Airways
Rating: 1.73

1.7 Rating 297 Reviews

16 %

of reviewers recommend British Airways

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1.7

Based on 297 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 7%
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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Re booked covid cancelled flights (twice) was told I had to pay an extra £2. BA took £4. Then put it back and took £102 from my credit card. It took 7 weeks to get it paid back. This wasn't about covid and cancelled flights it was about the unauthorised taking of money from my account. Several emails BA admit to several errors. I was lied to, many false promises even told money had been paid back and sort it with your card provider, which was false. I spent hours on premium rate calls to no avail and many e- mails. Although not a lot I would have paid interest on this money. And only through persistence I got my money back. When I asked for compensation I got a swift NO. Terrible arrogant service from supposedly Britain's flag carrier???”

Helpful Report

Posted 3 years ago

“They took payment out of my account and then immediately sent me an email saying they canceled my one of my outbound flights as soon as my money was in thier hands. They gave no explanation as to why they canceled. They won't refund me even though they are the ones who canceled the flight. I was thinking I could just let them keep all my money and book another outgoing flight with another airline (an extra $600 out of my pocket) and then keep my reservation with them returning home. I was not even asking for a refund or for them to change dates. They told me if I missed the outbound flight (How can a take a canceled flight?!) , they would kick me off the flights I already have booked and paid for to come back! So basically they want to keep all my money and use me "missing" thier nonexistent canceled flight as an excuse to kick me off my flight coming back so they can sell that ticket to someone else and still keep my money as well. How are they able to get away with doing this? It's clearly intentional. It's clearly fraud. I reported them to my bank and they are investigating, so my bank/credit card company are going after them to try to recover my money. The customer service reps give robotic scripted responses and will not even try to help, and they won't let you talk to a Supervisor. BA is literally the worst airline I've ever dealt with. I should have booked through Air France like I usually so. They would never treat me in this appalling way.”

Helpful Report

Posted 3 years ago

“5,50 hours flaying!! No coffee,no tea ,no food!! No tv for entertainment, Short seat handle, Seat not adjustable . Very bad experience I have had never ever .. Totally unhappy”

Helpful Report

Posted 3 years ago

“I've not even flown yet I am seriously concerned about BA as a reputable company. They used to be held in high esteem however, they wouldn't make the top 10 budget airlines today! No way of getting through to customer service. Wanted to amend a flight/car rental for a trip to Cyprus in july. The online service is always down, no way of amending a booking. A message comes up saying phone our customer service team to make changes. Phoned them 10 times, held on for hours listening to a recording of an apology for the wait. No one answered!!!!!!!, Before booking try and get in touch with them, you will change your mind, 100%. Don't say you weren't in warned!”

Helpful Report

Posted 3 years ago

“Paid extra for a flight with one connection with British Airways. British airways canceled that flight without notifying me until I called them asking why it wasn't allowing me to check in, then they notified me of the cancelation. Canceled because they didn't get enough people on the flight. Then put me on alot longer flight with multiple connections. Did not offer any reimbursement. Terrible customer service. Would not fly again.”

Helpful Report

Posted 4 years ago

“Cancelled a flight 3 months ago. Still no refund. Given me a total run around ., It's a disgrace to treat customers this way. They have reserves of £6 billion or so. Even saying they are short staffed, yet making 20,000 or so redundant. No excuses”

Helpful Report

Posted 4 years ago

“Received and automated email from BA yesterday cancelling our inbound flight from Italy which is at the end of July. No explanation what so ever. Our Outbound flight and car hire has not been cancelled although all on the same booking. So I now have 3 one way tickets to Italy. This now creates a huge problem in receiving any refund from our hotel which I have booked separately and have paid the full amount. Obviously will not receive a refund for the outbound flight if we cancel that ourselves. Will never trust or rebook with British Airways again.”

Helpful Report

Posted 4 years ago

“BA cancelled my return flight from Buenos Aires due on April 1st. It was impossible to contact them in any way or get any help whatsoever to rearrange the flight so, along with thousands of others, I was abandoned by BA to sort myself out and had to buy another ticket at a very much higher price. (BA disgracefully pumped up flight prices to exorbitant levels as their response to people being abandoned by them abroad). I applied for an e-voucher for the original return flight, which was refused as "you have started the journey". I applied for a refund which has been refused because due to EU regs they don't have to give me one!! Basically, British Airways have taken my money for service they have not provided. Surely this is fraud? It is still impossible to contact BA to speak to anyone. I certainly will not choose to use this unscrupulous deceitful company again in future.”

Helpful Report

Posted 5 years ago

“They are the most unhelpful Company I have ever dealt with. They have become even worse during the Coronavirus crisis. They are difficult and deceitful to the point of being fraudulent”

Helpful Report

Posted 5 years ago

“Due to an absolute refusal from BA to link two connecting BA flights as one had been booked with Avios (which they deny any relationship with despite owning them) our luggage missed a flight to Barbados causing us unnecessary stress and anxiety, e- mailed requesting the return flight to be sorted - no chance - all efforts met with deliberate confusion and deflection of any responsibility . many e mails and contact but to all the other complainers below I can advise that the only thing worse than being ignored by their service staff is actually communicating with them - condescending , self serving and rude. Best advice is to use another provider.”

Helpful Report

Posted 5 years ago

“’ve never had such terrible customer… I’ve never had such terrible customer services as I have received from British Airways over the last week! I have made over 15 calls been disconnected 11 times wrote the complaint email and still can’t get to speak to anyone. I really I’m not sure what to do now! I have a return flight booked from Bangkok to London with only one hour to get on the connecting flight with two children, my daughter has an operation the day we land and we cannot miss the connecting flight. I called them and asked him if we could cancel the first part of the flight they said yes no problem it will be £150 charge they asked if I could do it and they said no the systems were down and to call back I called back two hours later as discussed to then be told that the charge was £750! And I haven’t been able to speak to anyone since they said they cannot deal with this until we are back home I’m not quite sure how that helps me. Signed a truly distressed and upset customer”

Helpful Report

Posted 5 years ago

“I have had a flight cancelled by BA. 9 calls always put on hold every time 180 minutes of my time wasted. customer relations to busy to take calls !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! BA646 Stuart Dowding”

Helpful Report

Posted 5 years ago

“I had had a flight cancelled by BA. 9 calls always put on hold every time 180 minutes of my time wasted. customer relations to busy to take calls !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! BA646 Stuart Dowding”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“On Sunday my Mother & Father-law were set to fly back to Nashville after visiting the UK for a couple of weeks. Being the good son-in-law I’am I paid for their tickets 😉. Due to the dates they wanted to fly I paid $6,600 for the direct economy flights. I know its crazy money for an economy flight but its the only days they could fly and we had not seen them for 12 months. Also I didn’t want them getting lost or confused by adding any stops in. When they got to the desk at Heathrow for there return flight they were told that the flight had been overbooked by 60+ people and that they were not going to be flying on the direct flight back to Nashville. Instead, they were offered an indirect flight that was 6 hours longer via Chicago. Or a direct flight the next day, but BA could not guarantee they would get on the following days flight. My parents took the indirect route which they say felt was being pushed on to them by the team at the BA desk. As a gesture of goodwill the person on the desk offered them a refund of $500 each. They did not know at the time that this is a statuary amount dictated by EU law and was not a gesture of goodwill out of the kindness of BA’s heart. BA have today confirmed that they will not refund any of the original ticket price even though the indirect flight could have been booked for $3,300 cheaper. Surely this has to be one of the biggest Bait-and-switch cons of all time. If BA did the same to the 60+ people bumped off this one flight then they would have managed to legally steal $198,000 just off this one flight. Now let's say this happens on 1% of BA flights out of Heathrow a day. That would mean it happens on 7 Flights a day. 7 x 198,000 = $1,386,000. Now don't get me wrong my numbers might be way off because Im working from an expensive route and 60 people being bumped off the flight but the fact remains the same "This is a massive pain in the ass for customers, but a huge money earner for BA.". British Airways essentially get to overbook an expensive route, then push unsuspecting passengers on to a cheaper route at the higher ‘direct’ price, this seems on the face of it a classic Bait-and-switch con.  ”

Helpful Report

Posted 5 years ago

“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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

Posted 5 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.”

Helpful Report

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.”

Helpful Report

Posted 6 years ago

British Airways is rated 1.7 based on 297 reviews