British Airways Reviews

Name: British Airways
Rating: 1.72

1.7 Rating 295 Reviews

16 %

of reviewers recommend British Airways

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1.7

Based on 295 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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Anonymous

Anonymous // 01/01/2019

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

“We flew from Newcastle airport to Mykonos via Heathrow airport. We arrived super early thinking the security would be crowded. We were waiting 50 minutes in the British Airways queue to just drop our bags and to get our boarding passes. There was only one employee checking bags and she didn't seem very experienced since she kept asking questions to her colleague who was checking the priority costumers. On boarding there was a delay in getting us on board. We arrived in Heathrow and after we got on board we advised that we're going to have to delay for about 70 minutes. When we finally reached Mykonos we realised that our suitcases, all 3 of them, hadn't arrived with us but instead they were in Athens. We reached the help desk and the employee told us they will arrive later this evening with another airline. We couldn't possibly wait for them as Mykonos wasn't our final destination and we had tickets for the ferry that would be leaving shortly (wisely I booked the ferry with a 3 hour's gap cause, well, I don't trust airlines anymore.) Even with the big difference of 3 hours we caught our ferry just in time. We arrived at our final destination tired and with nothing at all on us so we had to go and get some toiletries. Last thing I wanted was to do shopping. Our suitcases arrived on the ferry the next day in the afternoon and we had to travel to the port to get them. Another waste of our holiday time. Me and my family was looking forward to this holiday for months and British airways didn't give us the carefree we deserved. I tried to put a complaint in the airline web page but there's no means of communication such as an official email address or even a platform to their web site. Too many complaints to handle perhaps? P.s. Seats to narrow too.”

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Posted 8 months ago

“My flight from Toronto to London on May 7th was late departing. The connecting flight on May 8th was late departing. The return flight from Budapest to London on May 24th is late departing. The staff in Toronto said that my tennis racquet could not be taken on board. The staff in Budapest said I could take my tennis racquet on board. All in all - not a good experience. I doubt that I will fly with BA in the future.”

Helpful Report

Posted 10 months 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

“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.”

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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

“1.We arrived late to LHR because we did not leave on time from DC. We lost our flight in LHR to LIN at 7:20a and we were told to wait until 2pm and we got 10 pounds to spend. I had to beg to get be listened in the Cus. serv. counter. In Italy my family waited from 10 to 3pm and had to travel between airports LIN to MXP (68.1 km). BA cust.serv. also gave me the wrong information about my luggage they said y belongings will go where we go. 2.Lost luggage. We did not have luggage for our entire 7 days tours in Italy. I spent my tours vacation time exchanged several emails with the BA and the delivery company because the receiver address had a typo. 3.Finally, our return flight to DC was delayed almost 1 hour waiting seated the airplane just because the Capitan decided it was an emergency to wait for the family that needed to get their taxes refund to get their luggage from the airplane. I filed a complaint after my trip and we got less of what we spend just in our flight (1), evoucher for our luggages, $70 coupon and 50 euros on personal items for the 8 days- our luggages were delivered 5 days after arrived.”

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Posted 1 year ago

“I am so relieved to hear that british airways will review HOW Disabled people are treated on board flights As a disabled lady who has been mistreated by crew on almost EVERY Flight i have taken”

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Posted 2 years ago

“Our flight from Marseille to Heathrow was cancelled at the last minute. BA DID NOT contact us. We found out by chance. Luckily we were able to go on the following flight. Surely when the flight is cancelled the day before, we should receive an email or a text. Not impressed”

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Posted 2 years ago

“After 3 years we finally got our money back replaced to my Amex account, had to contact BA every 2 or 3 months just to check what was going on finally got the refund. I never thought I would see my cash again three years ago the sent email telling me my refund was being processed then they said I applied for a voucher I never did just glad it is over BA never again.”

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Posted 2 years ago

“My husband and I travelled business class from Washington DC to London on September 26 ba216 and from London to Delhi on September 27 on flight ba143. We paid thousands of dollars for the tickets. Food was terrible, service was poor and toilets dirty. The one dish my husband could eat chicken tikka ran out after 4 passengers. Told my husband never again!”

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Posted 2 years ago

“We were waiting for luggage for 45 min in Terminal 5. Very sloppy work BA.”

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Posted 2 years ago

“We arrived at Terminal 5 on Friday 25, we waited for our luggage, nothing arrived, we were told it would be 30mns, the after 40mns it will be another 20mns Then nothing, BA doesn’t know where our luggage is so we filled in ‘forms’ and left. Our luggage was found Sunday 27, picked up at 1600 by delivery company from airport. It’s now 10am Monday 28 Feb and still no luggage. We traveled Business Class, the food was dreadful, no more legroom than Economy, just an extra seat in the middle. We want to support you BA, but you don’t care about your customers. WHERE IS OUR LUGGAGE”

Helpful Report

Posted 3 years ago

“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.”

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Posted 3 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 6 years ago

“Cabin crew were kind. This is the only positive thing. British Airways are now becoming as bad as Ryanair! On board now passengers have to pay ridiculous amount of money even for a small bottle of water... When I booked my flight from Heathrow to Sofia, I was told I get a free checked in bag for my baby girl. A day before my flight I decided to double check this and called their customer service line and the guy on the phone told me I need to pay for checked in bag if I want one. I told him that there should be one included for my baby daughter but he said this is not true. I asked him to double check this and he said he already did so I had to pay for a checked bag (£30 each way) since I already had my suitcase packed. Next day, as I went to the check in at Heathrow, I was asked how many bags do I want to check in. I asked how many bags am I allowed to check in and the lady said I can check in two bags- one for my baby and the one that I’ve paid for the previous day. The thing is that I only had one suitcase since the guy on the phone told me I can only check one bag (if I pay for it first). After I arrived in Sofia, I rang British airways and explained everything, so they agreed they should refund the money they’ve charged me for the additional bag. They said they’ll refund the £30 for the London-Sofia flight the same day and the other £30 fee for the Sofia-London route in about a week time. A month later I checked my online banking and saw they’ve only refunded £30 for the outbound journey. I rang them and they’ve said they are sorry and they’ll refund the remaining £30 within the next 3 days. When I pointed that it should be fare and reasonable that I get a 20% discount voucher from my next flight price, they said this is something British Airways do not offer. Nowadays I think there isn’t too much difference between British airways and a low cost third world country airline. Pity really...”

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Posted 7 years ago

“Cancelled my flight, I booked a new one with them for the same night and same return destination and they won't cover the difference.”

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Posted 8 years ago

“flew BA today-Their customer service was appalling. long haul next week, wish I hadn't booked with them :-(”

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Posted 11 years ago

British Airways is rated 1.7 based on 295 reviews