British Airways Reviews

Name: British Airways
Rating: 1.72

1.7 Rating 290 Reviews

16 %

of reviewers recommend British Airways

Company Reviews

Questions

Metrics

1.7

Based on 290 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

Visit Website

Phone:

ph:+44-844-4930750

Write Your review

Tell us how British Airways made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“We booked a flight with British Airlines from Prague to Bangalore which was coming via London. We called British Airlines customer service hand in advance to check if a transit visa is required. But they informed it is not required as it’s only a 2& 1/2hr layover. But we were not allowed to board the flight in Prague by Airport Authority due to no transit visa. If it is a standard process to have transit visa for all Indian passport holders flying via London ( like we were told by the airport service provider in Prague) why was this not mentioned to us by the customs service operator of British Airlines. Customer service has totally miss leaded us. We mention the entire scenario & requested for information on requirement for transit visa. They clearly mentioned not required as it’s only a 2 and half hour layover & language will be taken care of. Also mentioned it’s the same terminal. This is a very unprofessional behaviour. It’s a clear fault of the customer service department of British Airways. Travel agents are not responsible as I received incorrect information from British airlines customer service. We requested for a full flight fare refund but have not received anything back. we had to face lots of inconvenience to fly back to India. We spent a full day on road as no flights were available. British airlines have behaved very poorly with us.”

Helpful Report

Posted 1 year ago

“everything was ok until our connecting flight in London, just before take off, we were on the runway, the pilot came on to announce an engine problem. After engineers tried to fix it while we waited on the plane for over an hour we were finally told that we would have to be evacuated and rebooked for another flight but not to worry because a special crew was waiting for us on the ground to help us and set us up in a hotel except that there was no one to help us. Infact everyone refused to help us. It was Saturday almost 8pm and they just wanted to go home. Anyone with a connecting flight couldn't rebook on the application because the app wouldn't dissassociate our first flight with the connecting one in London and the staff saw this but still refused to help us. They gave us a phone number but there was only a message that said just to use the app. Finally I got someone on the phone who rebooked us for the next day. Now it's 10:30pm and I have to find a hotel room because the airline refused also to help us with that. So i had 2 choices either sleep in the airport or pay over 700GBP for a room. I don't have the money to pay for this but after a 10 hour flight, 8 hours of jet lag and the insane stress after the fact that no one from British Airways would help us I took the room. Of course I claimed reimbursement but that was over 3 weeks ago and I haven't heard anything since so I have no idea when or how much I'll be reimbursed, even though I'm not claiming any emtional compensation from the horrible situation they put me through due to their total indifference. It's finacially difficult for me right now because the money I had to put out is equal to half my salary and of course it's impossible to reach them by phone. I feel still as i did on August 26 2023 completely trapped by them and their indifference with no solution or information”

Helpful Report

Posted 1 year ago

“Delayed flights both ways, canceled conneted flight to US, without letting me know, due to delay, even I still had enough time to catch the connecting flight. Two lost bags one took 5 days to be delivered without notification, that it will be delivered..second bag 7 days in and still not delivered, but found and apparently was supposed to be delivered already. Staff was very helpful at the airport and also over the phone.. but the whole company is mess, seems like lack of organisation and definetly lack of communication.. this was my first experience and definetly last..”

Helpful Report

Posted 1 year ago

“Girbraltar 12/08/2023 - ding dong - your flight is cancelled please take your luggage and leave the air port. Very well service, no compensation, no claim, just quick you on the street in high season in spain. Never i will use British Airways again for my travels.”

Helpful Report

Posted 1 year ago

“Terrible customer service! Flight was canceled late in the evening and they just left people without any support just giving a voucher for 10 pounds, which you couldn’t use as everything was closed and an information leaflet. After claiming the expenses, 2 months ago!, and several times trying to follow up with them, no response at all…Very disappointing the way they treat their customers!”

Helpful Report

Posted 1 year ago

“I called BA gold guest list assistance line to book 2 flights and reserve seats. I was promised this will be done only to discover I was lied to and my seats were never reserved. I have emailed their customer service to investigate why, but (no surprise) they just brushed me off coming up with a generic “we value you as a customer” reply and “seats can be changed the last min due to unforeseen circumstances”, which is a lie (they were never reserved in the first place) For the same money you can get a better service by flying with other airlines, who most importantly is HONEST! They only care if you fly business and treat other cabine passengers like dirt”

Helpful Report

Posted 1 year ago

“Indifferent cabin crew and a surprising number of usb chargers and headphone jacks do not work. Frankly I was appalled by the poor state of affairs with this airlines ( is it a general reflection of a deteriorating Britain?) I should now complain less about airlines in America, poor as their standards are compared to the better Asian and Gulf States airlines.”

Helpful Report

Posted 1 year ago

“Don't even consider BA. If the flight is late, cancelled or similar then don't bother contacting what they define as customer services. You wont get anywhere except a row of useless, incomprehensible excuses and when you do decide to file this complaint make sure that you only have 10 documents to upload (the server does not facilitate more) and that they will anyway not arrive and/or the server will crash when you push send. I never encountered, and had never expected, that BA would become like this. I always used to fly with them when I could and was always pleased. Not anymore, and never again. The claim - 2 day flight delay, loss of earnings, accommodation, living costs and more.....BA - "thanks for your feedback and we look forward to welcoming you again"”

Helpful Report

Posted 1 year ago

“Just abominable SERVICE, the seating on the aircraft I feel like a sardine and squashed one at that. And it’s a guaranteed hour, maybe two hours delay on every flight. AWFUL AVOID!!!!!!”

Helpful Report

Posted 1 year ago

“Luggage missing even though we travelled first class . 31st July my daughter and son in law and 7 month old baby travelled business class to corfu. Missing suitcase again. Never got put on the flight that's the second time my daughter asked me today to contact the. So after several different phone calls I got threw to a very rude lady who said my daughter had to give me permission to ask. Bearing In mind all the babies stuff and things they need is in this suitcase why can't they just get the suitcase to them 😫 they paid alot of money like us”

Helpful Report

Posted 1 year ago

“If you want to have a good time when planning a trip, avoid British airways as much as possible. Cancel flights at the last minute, customer service is the worst in the world, very rude and without compassion. I, for example, will sleep tonight in the airport because my flight was canceled on the last minute, I have 100 people in front of me and the speed of solving is almost 0 and this is not the first time when I have a problem. Never,never again!!!!”

Helpful Report

Posted 1 year ago

“Our flight was cancelled last minute, they offered a flight from the different airport to the different destination( with extra expenses such as travel to airport, lower class etc not refundable). Nil options to contact them directly or to claim for a refund. I used to think that low cost airlines services are bad….compare to BA they lovely!”

Helpful Report

Posted 1 year ago

“A simple story with an unfortunate outcome that really could happen to anyone. My partner and I recently started working after studying purchased two tickets for to travel from London City Airport to Frankfurt. When we purchased the tickets, I mistakenly entered my name twice (e.g. Mr John Smith and Ms John Smith). Little did we know that our 1 this simple mistake would cost us over 300 pounds. Upon arriving at the airport we were told there was no way to change the name (apparently they can only change 3 letters where there has been a typo?) and I had no other option to purchase the last remaining ticket if I wanted to board the flight - the price: almost seven times (!) higher than my original ticket. Zero empathy was shown. Zero alternative was offered. Trusting BA's staff and under the pretence that there was apparently no other way we could board the flight we bought this ticket. Immediately after I purchased the ticket I contacted BA's 'Commercial Change Booking Team' and informed them of our situation. The service representative apologised and told me they could have changed the name at the cost of a small fee. He offered to cancel my original ticket and issue me a partial refund then, advising me that I had a claim to the difference and I should contact Customer Support to do so. I told this person several times I wanted to claim the cost of the new ticket and even asked him explicitly if by accepting this offer, I would be denied from claiming the cost of the new ticket. He said no, I could claim the difference. Fair enough - we accepted this offer and lodged a ticket with Customer Support for the difference. Two days later, British Airways Customer Response informed us that we were unable to lodge a claim because we had 'voluntarily accepted the cancellation before the flight'. We then received a couple of generic responses before this week they stopped responding to my messages altogether. Just appalling. So in short, British Airways misled and deceived my partner and I into accepting a lowball offer to waive our right to claim a refund. It keeps me up at night thinking how they can do this and get away with it so easily. I have thousands of student debt and cannot afford to just accept paying 300 pounds for nothing. This has been keeping us up at night. We won't let this one go even though their Customer Service seems to have lost interest and stopped responding.”

Helpful Report

Posted 1 year ago

“The trauma that I have experience today at the hands of your airline is incomprehensible. I am still in shock. And when I say trauma I mean that I will remember this day forever as not only the worst travel experience I’ve ever had but one of the worst days of my life. The incompetence, and it’s rampant in all directions. Do not be fooled by this airline. Absolutely god awful. Where to begin: 1. Flight was booked first class and they added my infant but neglected to actually issue a ticket to her. We didn’t know any better, when we booked initially we trusted the process not anticipating the ball being dropped by the airline in such a massive way. So we nearly missed the flight but, luckily we devoted 3 hours of our vacation to customer service where some nice ladies in ticketing were able to recover this massive error and save the flight for us. Onto the next error… 2. This one is minor but still highlights the incompetence and is a piece of the story. On its own; its minor but connected with the rest of our experience it is significant. So - our baby’s stroller was gate checked and we were told it would be at the bottom of the flight when we de boarded. But instead of bringing it to us like they said, I waited outside on the tarmac for it until they determined that they actually sent it through to baggage claim. I love holding my baby but she is 10 months and pretty heavy for my after a while. Going through customs and waiting on bags added up to 45 mins to an hour of straight holding her while juggling bags. I almost dropped her several times because my arms were simply giving out. It was beyond difficult. I didn’t plain to use her carrier or anything because, again, we trusted what we were told and we thought we would have the stroller. 3. Next - 1st flight was booked from NYC to LHR, but our connection to final destination was from Gatwick airport. This was organized by the airline and we trusted what was sold to us and their process again. So we took a $190 transfer taxi to the other airport after we landed only to find out they canceled the flight. So we arrive to the airport with no flight but we’re rebooked with my husband leaving tonight and me and my baby leaving tomorrow…. So our family was separated? Mind you both flights were set to leave from the airport we just came from. 4. We go to agents to ask for help and spent 2 hours there to ultimately be told “youve been helped” ie flights listed above, which would clearly be unacceptable for parents traveling abroad with a infant under a year. Plus at that point we were offered no hotel accommodations, no vouchers for food, no transfer service, nothing) and we’re told “my shift is ending so I’m leaving” and we were just dumbfounded. So we took another $200 transfer back to first airport. Mind you all long this entire time we’re calling the help line, where for the first hour we were told it was closed (automated recording saying it was down). It finally worked, but we were hung up on - and i counted - 9 times. Not like out of anger - but maybe just laziness, or not knowing what to do, or maybe their phone service and technology is that unreliable. Each time we called back only to go through the tortuous exercise of retelling the situation), only to no avail and to just be hung up on mid-conversation. 5. We get back to LHR and were told we could fly standby, but earliest we could get on a flight was tomorrow. The agents there offered food and hotel. And when we said we were going to lose our car rental and lose a night of prepaid hotel, we were just told to “submit a claim” with no real details or reassurance or timeline for refund or that it actually worked. 6. We agreed to try for standby so we waited where we were told for 2 additional hours. We stayed within eye sight of agents in standby area, and kept checking with them every few mins and came back each time we were told to see if there were any updates. At the final closing chance, they told us they had gotten us seats. So we pack the baby all up and set up our bags only to find out “oh sorry I was looking at tomorrows flight - you’re booked on that one”… 7. Then another girl came out sometime later and said “actually they’ve just told me we can get you through tonight” so we check all our bags and rush to security only to be denied entrance because it was “too late”. The left hand clearly does not communicate with the right hand around here. And to top it off, Ironically, they had already sent all our bags through. 8. That above was at 7:45pm and it is now 10:45pm and my infant has been here all day and we have still not been able to claim our bags back. My baby has no food, no formula, no more diapers because the rest of what she needed was in our checked luggage which we were supposed to already have access to by now. SOMEWHERE between the millionth errors of this incompetent airline they have actually LOST our luggage even though we have gone NO WHERE. 9. In addition to the above, just to drive it home, when my husband went to baggage inquiries to try and retrieve the missing luggage initially, he had our carry-on bags with him. As one would. When he got there, they told him that they had to individually search our carry-on luggage for whatever reason that no one will explain to me. At the time, I was waiting at a coffee shop with my baby because she was sleeping (finally). But I soon got a call from my husband telling me the agents told him that if I didn’t come down there to get my items that they were going to “destroy the bags”. Something about him not being allowed to go through where he needed to go to pick up the bags (that they sent in error) bringing our carry on luggage… even though it had already passed security 3 times this experience. I’m still at a loss and truly shocked that I would be told my things were going to be destroyed. Why would that language be used, especially considering the context of the situation. 10. The luggage is still lost and it is 11pm. We have spent far too much money to have an experience like this and for no one to be accountable to make amends and fix it in a way that feels fair and appropriate to the damaged caused. This was my first ever flight with my baby and I feel like this airline stole something extremely significant from my life. 11. Update - they finally found our bags and it’s 11:10pmBut naturally, in seemingly true BA fashion, the shuttle they gave us a voucher for to the hotel had its last run at 11pm.”

Helpful Report

Posted 1 year ago

“Worst experience ever! Canceled my flight last minute amid my long international flight. The next flight they rebooked for me has a 10 hour waiting time. This is so unprofessional!! Choose another airline in future.”

Helpful Report

Posted 1 year ago

“British Airways have virtually. on existent customer service . The phone lines take ages to get through to someone and I have spent nearly 10 hours simply trying to change a ticket . The BA now stands for Bloody Awful .”

Helpful Report

Posted 1 year ago

“Really bad. Flight was to Istanbul but they asked for visa for Egipt. When landed they handed me another flight without asking. I paid extra for window seat but now I got middle seat without refund. Missing my last flight and have to spend another night in aerport because of this flight they send me to. Dont know where my luggage is.”

Helpful Report

Posted 1 year ago

“Really horrible experience again, third time they have lost my baggage…”

Helpful Report

Posted 1 year ago

“After travelling to Peru with 14 paramedics to participate in a charity trek, my luggage arrived 7 days after me. When attempting to collect my luggage, mine was the only one not to arrive. I immediately sought help and was informed to make a claim online. When my bag finally arrived 7 days later, the lock had been forced open, and everything inside the case was searched. They emptied my 1st aid kit and toiletries and threw all my clothing about, I felt completely violated. I have been treated appallingly from start to finish. For a month, I have been back and forth to British Airways, yet today stated, it is not their fault. This is utterly disgusting treatment!”

Helpful Report

Posted 1 year ago

“We booked a British Airways flight in February, 2023 through Expedia. The flight was scheduled for June 3rd at 10:40am. Cost was $287.20 for two people. Additionally we paid $34.00 for seat selection. On the evening of June 2nd we received an email the flight was cancelled. Now, we were in Amsterdam. Our computer was at the hotel, we were out touring all day. We returned to find this out and they booked us for a flight on June 4th at 11:35PM. Since we had a one week tour scheduled starting the morning of June 4th at 8:00am, we had to leave June 3rd. We tried calling, spent an hour on hold, to be told we couldn't cancel or change the flight through British Airways. They said they had no other flights for June 3rd. We called Expedia, we waited another hour to hour and a half, to get hold of an agent who said they would call on our behalf. Another hour went by before they called back. The only flight they could get us on was British Airways at 7:40pm, June 3rd FOR ANOTHER $916.60. Also, we lost our prepaid seats. It was that or nothing. This was for basic economy seats and a one hour and 15 minute flight. We were appalled. We had no choice or we would miss our one week pre-paid tour of England. We booked it. We never received our original funds back. At 10:30pm we were exhausted. First, what gave them the right to rebook our time then charge us for cancelling? Why didn't they give us a choice of flights? Why did they charge us this exorbitant amount? Second, this left us no time to find lodging, our hotel was booked. Our total cost for basic economy seats and a one hour and fifteen minute flight, came to $1240.80. Later we found out they cancelled another persons flight on our tour the day before they were to fly to London from the USA and subsequently lost their luggage. A week later, at the end of our tour, their luggage arrived in time to go home.”

Helpful Report

Posted 1 year ago

British Airways is rated 1.7 based on 290 reviews