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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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

“Due to covid we were unable to fly on the dates as planned, called and moved flights to later date no problem, job well done. The new date was coming up and called BA to confirm when was the latest date we could leave to change our flights as was looking unlikely to happen again. I was told 4 hours before departure. Few days later with over a week to departure asked to change flights I was told No, cash refund was an option but it would be less than what we paid but could accept a voucher for full amount. There was no record of my call so had to take voucher even though I just wanted to move date again. Used voucher but surprise surprise I had to then pay a further £288 for the same flight but fit a more off peak traveling time. When questioned BA about this they just copy and paste automated response and don't actually answer any of your enquiries.”

Helpful Report

Posted 3 years ago

“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???”

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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”

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Posted 3 years ago

“Did you know you could exchange your Nectar card in Avio points with British Airways??And had a luxury holiday in Europe huh??Check this out🥰🥰🥰🥰🥰🥰🥰🥰🥰🥰🥰😍😍😍😍😍😍🤩🤩🤩🤩🤩🤩”

British Airways 5 star review on 10th July 2021

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Posted 3 years ago

“Hello! I do not normally leave reviews, but today I have to! I want to thank you to specific person. His name is David O'Brien and he works at New Castle Office in England. He was excellent in helping me with my flight cancellation ticket issue. He went above and beyond to help me the best possible way. Because of him I will fly confident and I just wanted to recognize his effort and work. People like him should be recognized and rewarder! Thank you David O'brien, please continue to help other customers like me! Teodora”

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 3 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.”

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Posted 4 years ago

“Had a great 1st Class flight. Wonderful”

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Posted 4 years ago

“Great flight to LAX in January.”

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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.”

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Posted 4 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”

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Posted 4 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.”

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Posted 4 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

British Airways is rated 1.7 based on 292 reviews